Frequently asked questions

Yes, you can.

This service is a transfer service from terminal to terminal. International terminal to domestic terminal or vice versa.

Yes, however a Solo Traveller needs to be 15 years or older to use the service.

Yes you can. Please complete the details of the party in the booking.

No. Payment MUST be made in advance when booking the service online. The Concierge Team are unable to process payment on the day.

Our trained specialists always endeavour to deliver a fast-tracked, efficient, and friendly service. However, we cannot guarantee that there will be no delays with New Zealand border agencies such as Aviation Security, the New Zealand Customs Service, and the Ministry of Primary Industries biosecurity screening.

Upon arrival into New Zealand on an international flight, you will need to collect your luggage and proceed to biosecurity screening.

Upon arrival into Auckland Airport’s domestic terminal from another domestic port and your luggage has been through-checked to your final international destination, you will not need to uplift your luggage between the terminals. Your concierge can confirm this with you on the day.

No. However we will do our very best to provide a concierge who speaks your preferred language wherever possible – please ensure you advise of any language requirements using the ‘preferred language’ section in the booking form.

Our staff also use language translation apps to communicate with guests who do not have English as their first language.

No, we only provide concierge services at Auckland International Airport. If you require services at your destination, please contact that airport directly.

Yes. Complimentary single or double strollers can be booked as part of your service if you are travelling with small children. Please select when offered as an add-on.

No. Our service is designed to work in conjunction with the airlines’ PRM/Special Assistance programme and not replace it. If you require wheelchair assistance this needs to be arranged directly with your carrier in advance of arrival. We will not be responsible or liable to provide you or the booked party with special / wheelchair services or for any damage, loss, cost, or expense that you or your booked party suffer or incur arising out of your or the booked party’s use of, or any airline’s failure or delay in providing those services.

Porter services can be added to an escort service for a small fee rather than a service that can be booked on its own. If you have added a porter service to your booking, the porter will meet you in the baggage hall with your specialist escort service. They will then assist you with your luggage from the carousel, assist through biosecurity screening (if applicable) and out into the public arrivals area or forecourt. We are able to handle up to 5 pieces of luggage per booked porter service.

Guests are either transferred between the terminals on our free Terminal Transfer Bus service or they can opt to walk between the terminals (total walking time around 10 – 15 minutes). We do not have any private transport options for terminal transfers available at this time.

Bookings need to be made online through the Auckland Airport website.

Payment is only accepted via our online booking system via credit/debit card.

We are committed to the highest standards of customer care. If you would like to provide us with feedback on any aspect of the service, please email: airportconcierge@aucklandairport.co.nz

Bookings need to be made minimum of three days (72 hours) prior to the service commencing. Bookings can be made up to 3 months in advance.

You can amend your Airport Concierge Service booking up to two working days (being Monday to Friday, 8am to 4pm, excluding public holidays) before your arrival or departure time. Any changes to your booked Airport Concierge Service should be made in writing to airportconcierge@aucklandairport.co.nz quoting your booking reference and details of the change required. You can cancel your booking at any time. Any refunds will be subject to the Airport Concierge Terms & Conditions.

 
For any changes to a booking made for parking services, please email the Parking Team at parking@aucklandairport.co.nz.

Prices vary according to group size and start from NZ$43 (domestic) and from NZ$165 (international) depending on your service requirements.

No, we do not. If you require special assistance this will need to be arranged with your airline in advance.

No. The maximum party size is 10 for a personalised arrivals, departure, or terminal transfer service. For larger groups please enquire via airportconcierge@aucklandairport.co.nz

No. All booking prices include Goods & Services Tax (GST).

Our concierge team will be closely monitoring your flight arrival time on the day and will do their very best to ensure you are met from the aircraft as arranged. In the event of a significant delay which impacts the delivery of other services scheduled; we will advise your awaiting party/emergency contact if we are unable to complete your booking.

Domestic and international terminals
Our Concierge will be awaiting your arrival at the base of the airbridge in Auckland Airport’s distinctive blue uniform and will be holding a nameboard. From there, you will be escorted through Customs and into the baggage hall. If you have booked a porter as part of your service, you will be assisted at the baggage carousel and your bags will be taken care of. Your Concierge will then escort you through biosecurity screening and out to your waiting party in arrivals or onward travel arrangement.

Domestic and international terminals
Our Concierge will meet you/your party at a previously agreed drop off point on the terminal forecourt and escort you through to your airline’s designated check-in zone. If you have booked a porter as part of your service, your luggage will be taken from the forecourt to check-in for you. Once you have checked-in, you/your party will be escorted through to departures via Immigration (for international travel) and security screening.
Depending on time available, our journey with you will end either at the boarding gate or in the main departures area where you can relax until your flight is called.

International to domestic terminal, or domestic to international terminal
Our Concierge will be awaiting your arrival at the base of the airbridge in Auckland Airport’s distinctive blue uniform and will be holding a nameboard. From there, you will be escorted through Customs and into the baggage hall. If you have booked a porter as part of your service, you will be assisted at the baggage carousel and your bags will be taken care of. Your Concierge will then escort you through biosecurity screening and accompany you to the next terminal, either on foot (a walk of around 10-15 minutes) or using the free inter-terminal transfer bus. You will then be assisted through all screening processes and escorted through to your departure gate.

For a Solo Traveller it is 15 years of age.

Current Pricing (all prices are quoted in New Zealand dollars and include GST)

Visa, Mastercard, American Express, China Union Pay, Alipay and WeChat.

We recommend that you book your domestic departure service to start at least 2 hours before your scheduled flight departure time.

Services are listed in 15-minute increments in the booking portal. Please book the closest time available in relation to your scheduled arrival time.

We recommend that you book your international departure service to start three hours before your scheduled flight departure time.

This will depend on your service requirements.

If you are travelling on your own and have more than five checked baggage items, you will need porter assistance as more than two baggage trollies may be required. Please add this service to your escorted service when you are making your booking.

If you would like someone to handle your baggage on your behalf, you will need porter assistance. Please add this service to your escorted service when you are making your booking.
All escorted and porterage services are subject to availability.

There is a Novotel hotel adjacent to the International terminal and a number of other hotels nearby many of which offer free transfers between the hotel and the terminal - Find out more.

If you are interested in advertising in or around Auckland Airport please visit www.apnoutdoor.co.nz.

If you have a query in regards to baggage allowances, lost baggage, excess baggage charges, flight updates, or special assistance please contact your airline direct. See the list of all the airlines at Auckland Airport.

If you have a query in regards to baggage services including baggage storage for the international terminal.

If you have a query in regards to what food and plant materials you can bring into New Zealand please contact the Ministry for Primary Industries (MPI). Please refer to www.mpi.govt.nz

For items that are lost or found within the International or Domestic terminals at Auckland Airport please see lost property and left luggage.

If you have a query in regards to items lost on board an aircraft please contact the airline.

If you have a query in regards to Customs formalities when you arrive or depart New Zealand or about importing household effects, motor vehicles, boats and aircraft please refer to www.customs.govt.nz

If you have a query in regards to allowances of liquids, aerosols and gels that you can take in your cabin baggage.

If you have a query in regards to visa requirements, including transit visas, for visiting New Zealand please refer to www.immigration.govt.nz

As long as you have a Wi-Fi enabled device, you can use the Auckland Airport Wi-Fi network for free.

How to connect:

1. Switch on your device and ensure Wi-Fi is turned on
2. Choose the network Auckland Airport
3. Open an internet browser
4. Complete the registration details 
5. Use the internet in the way that you normally do with your device.

You need a Wi-Fi enabled device such as a smart phone, laptop or tablet.

Yes. You need to provide your email address and can join Strata Club to enjoy exclusive Strata Club Member offers.

Yes. There are links to flight information, terminal maps, stores and services available from the Wi-Fi homepage.

Yes, you can use streaming services for audio and video however speed of download may depend on how many people are using the service.

If you can’t connect, you may need to change the settings within your browser and ensure your Wi-Fi is on. If you continue to have trouble, please contact Wi-Fi support desk on 0800 111 844.

Yes. You can seek help from one of our helpdesks at the terminal or call the Wi-Fi support desk on 0800 111 844.

Most computers have a built-in switch that lets you disable the wireless adapter’s radio. Make sure this switch is ‘on’. If you can’t find the switch on your computer, call the Wi-Fi support desk on 0800 111 844.

Yes, this is normal. Please click ‘continue’.

The Wi-Fi support desk is available 24 hours a day, seven days a week, 365 days a year.

The speed you get depends on the number of users and how heavily they’re using the service.

Please see the Auckland Airport Limited Privacy Policy and Wi-Fi Terms and Conditions. Both can be found under the Terms of Use and Privacy Policy links on the Wi-Fi log-in page.

If you opt in and join Strata Club, you may receive occasional offers and information about parking, The Mall online and in-terminal shopping and airport services.

From 1 June 2023, Auckland Airport moved to one duty-free operation to provide the best duty and tax-free shopping experience for all New Zealanders and travellers at Auckland Airport.  The move enables Aelia Duty Free to deliver a much broader range and variety of brands, as well as a higher quality, more innovative duty-free offering overall for travellers, bringing the best of New Zealand and the world to Auckland Airport. There are the same favourite international and local brands as well as new brands, products and experiences for our travellers not seen at Auckland before. The offer will be that is no less competitive than you would have seen when travelling through the Airport before

A dual duty-free offer is a rarity in International Airports with only 2 out of 112 other international airports similar in size to Auckland Airport operating with a fully duplicated duty-free offer.

Working with one duty-free partner reduces duplication in brands and products and opens opportunities for new brands and products to expand the duty-free offer available to our travellers.

As part of the transition, around 90 per cent of staff are being transferred across to Aelia Duty Free. New roles are also being created, with some positions still to be filled across logistics, operations, and other support functions.

All existing brands will remain in duty-free, and some new, much anticipated ones, will start appearing in the coming months.   The layout of the stores will change slightly in the coming months.  If you are unable to find something you want, please ask one of our store staff for assistance.

Products sold from Aelia remain tax and duty-free.  With great value offers and more variety, make sure you make the most of your duty-free allowances across spirits, wine and liquor with different deals and offers.

Allowances vary by country, more information on your allowances can be found here:  https://www.aucklandairport.co.nz/shopping/duty-free-allowances

New Zealand Allowances

3 x Bottles (Max 1.125L per bottle) of Spirits and
6 Bottles of Wine, champagne or port and
50g or 50 Sticks of Tobacco

Australian Allowances

2.25L of Spirits or Wine and
25g or 25 sticks of Tobacco

If you have placed a “click and collect” or “shop and collect” order with The Loop Duty Free via https://www.theloopdutyfree.co.nz,  for pick up after 31 May 2023, you will be receiving a text message from The Loop Duty Free advising that your order will now be fulfilled by Aelia Duty Free. Please collect your order from Aelia Duty Free’s designated collection point.

If you placed a Click and Collect order with Aelia Duty Free, there is no change to the process. Please proceed to the collection point within our departures or arrivals store.

If you have placed a “click and collect” order with The Mall Auckland Airport via https://themall.aucklandairport.co.nz/en/intl-duty-free,  for pick up after 31 May 2023, you will can still collect your order from The Collection Point, located in the baggage hall opposite carousel 3.

Please refer to your order confirmation or “ready to collect” email for instruction on where to collect from.

Please contact The Loop customer service at customerservice@theloopdutyfree.co.nz for any orders collected before 31 May 2023.

For all orders collected after 31 May 2023, your orders will be fulfilled by Aelia Duty Free. Please contact the Mall customer service at help@themall.co.nz for any after sale services.

Aelia Customer Service. Available Monday to Friday 9am - 4.30pm NZ

• 0800 829 3733 (NZ customers)
  1800 652 169 (AU customers)
• service@aeliadutyfree.co.nz
• Talk to our experts on live chat

Online remains an important part of the duty-free offer for Auckland Airport and will continue to have online services available.

• Visit Auckland Airports Themall.co.nz
• ·orwww.aeliadutyfree.co.nz

Yes. Aelia continues to provide this service. This is still the best way to get your duty-free shopping sorted on departure, when you have more time, and have the items ready waiting for you when you return for a quick pick up on arrival.

1) Select the date, time, and terminal details you’d like to book on the parking booking form

2) Select the car park that best suits you, only car parks that have space available will appear. If the car park you want does not appear it is not available on those dates. 

3) Complete your personal and payment details (Including nominating which credit or debit card you will use to enter and exit the car park)

4) After completing your form, you will receive "booking confirmation" email, this may take up to 10 minutes to arrive. 

• Auckland Airport accepts the following debit and credit cards: Visa, MasterCard, Diners and American Express.
• There are no booking fees or credit card surcharges.
• For more information about payment methods, see here 
• You need to book at least 4 hours ahead for short term car parks and 24 ahead of your arrival time for long term car parks. You can book up to 6 months in advance. [Will be 12 months in coming weeks]
• Shortly after placing your booking, you will receive a confirmation email with a booking reference and information about how to find your car park. 
• You can cancel your booking for a full refund to the payment card up to 24 hours beforehand via “Manage my booking”.
• You can resend your booking confirmation via “Manage my booking”
• Unfortunately, we cannot make bookings for you as we have no secure payment method over phone or email and are unable to modify bookings on your behalf. 
• Accessible/Mobility car parks are available in all our car parks. They cannot be reserved but do require valid permits to be displayed. 
• We also have mobility valet at a special rate for closest to terminal parking, a mobility permit is required to book this. There is a mobility buggy that can be added to your mobility valet booking at no cost.
• In drop off and pick up areas at both International and Domestic terminals there are designated accessible spaces for people who may have temporary or long-term mobility limitations. For more information about accessibility – click here 

You can manage your booking by  

• Clicking the “manage my booking” button in the parking section of the Auckland Airport website – you will need your booking reference number.
• Clicking the booking under “My trips” and “My parking” in the Auckland Airport App
• Clicking “manage my booking” in the booking confirmation email  

Bookings can be amended or cancelled 24 hours prior to your booked arrival time: 

• Cancellations before 24 hours of your booking arrival time will be fully refunded to your payment card 
• If you arrive later than booked time – your booking will be recognised but there will be no partial refund of the unused time
• If you arrive earlier than booked or need to extend your stay you don’t need to change your booking however there will be an additional pre booked day charge depending on your car park  

• You can also change which credit card you will use to access the car park you’ve booked this can be done in manage my booking. 
  •  If your card will expire between the time, you make a booking and when you're due to enter the car park, please note that our system cannot update the expiry date or CVV if the card number remains the same. To avoid issues, cancel the booking before your old card expires and rebook with your new card. If there's a price difference, email us at parking@aucklandairport.co.nz with the subject "Expiring Card Rebooking" and include both booking references in the email body. We will refund the price difference.
• If you can’t see any options when trying to change the date – there is a pulldown menu above the date that says view all products this will show all car parks with availability across the dates you entered.
• For Valet bookings if you have already entered the car park and need to change your arrival date or time – please email us as early as possible at: valet.customercare@aucklandairport.co.nz

All other car parks (excluding D and E) - Entry via booking credit/debit card:

At the entrance of the car park, you booked, do not take a ticket. Tap the physical credit card you booked with (Apple or Google Pay do not work) on the card reader and the barrier will raise for you, your booking is linked to your card. 

You will need to tap the same credit card to exit the car park, tap and the barrier will raise. If you have entered earlier or leaving later than your booking, you will be charged for the extra time automatically. [link overstay prices]

If the credit card is no longer available, at the barrier hold the help/intercom button for two seconds until you hear a phone ringing. You’ll need your booking reference which you will find on your booking confirmation or 72 hour reminder email.

The parking services team can open the barrier for you once they have confirmed your booking details. 

*There are no designated spaces in the car parks, however you must have a valid permit to park in a mobility car park space. 

Park & Ride North bus schedule

The Strata Lounge is open from 4.30am to 12.30am.

There are 5 simple steps to a successful booking online:

• Select your arrival date and time and number of places to be reserved in the lounge
• Select your lounge option
• Complete your personal details
• Complete your payment details
• Print out your confirmation invoice and email

(Payment is via EFTPOS only, no cash accepted). 

You are not required to stay in the lounge for the duration of your stay, you are free to come and go as you please.

There is an extended stay rate (up to 8 hours) but prior to making a booking for this product, customers are strongly advised to check with their airlines as the lounge can only be accessed if the passenger has checked in and has a valid international boarding pass to enable them to go through aviation security and passport control.

The Strata Lounge is a purely agnostic lounge owned and operated by Auckland Airport and anyone, regardless of airline or ticket, is welcome to book into our lounge.

Strata Lounge is only available for passengers departing New Zealand internationally or in transit between two international flights. It is not valid for passengers arriving into New Zealand or for passengers yet to be processed through security. 

No, unfortunately Strata Lounge is only available to those travelling internationally from Auckland or in transit between two international flights. It is not valid for passengers arriving into New Zealand or for passengers yet to be processed through security.

Yes – on the checkout page enter one of the names of the guests you are booking on behalf of to act as the lead passenger name.

You may book up to 12 months ahead of your travel date depending on the lounge product you are booking. Promotional deals may have a shorter life span.

The latest you may book online is 24 hours ahead of your arrival time.

No, there is no extra booking fee and all prices are inclusive.

Shortly after placing your booking, you will receive a confirmation email with a booking reference number. Print this email and bring it with you to the lounge. You can also view your booking by simply clicking “Manage my booking” on the Strata Lounge booking page.

You may amend or cancel your booking up to 24 hours prior to your scheduled arrival time at no extra charge. After that time, a refund will not be offered.

The simplest way is to click “Manage my booking” on the Strata Lounge booking page.

Please contact the Strata Lounge at stratalounge@aucklandairport.co.nz.

Admission of large groups of passengers travelling together will be at the discretion of the lounge manager and depends on available capacity.

No, you don’t have to book online and you can pay on the door, however booking online gets you access to a reduced rate of $66 for stay of up to four hours rather than a walk up price of $75. Booking online also guarantees entry, walk ups may be denied entry as we may be at full capacity. 

Auckland Airport accepts the following cards for payment online; Visa, MasterCard, American Express, and Diner’s Club.

For walk up bookings at the door we accept the following cards; EFTPOS, Visa, MasterCard, and Diner’s Club. Cash is not accepted at the Strata Lounge door.

There are two options, either up to a four hour stay or up to an eight hour stay. We recommend the eight hour stay if you are a passenger with a long international to international transit. 

If you are unsure whether the airline will allow a check-in earlier than three hours prior to your flight departure, please check before booking to avoid disappointment.  

You can choose to extend your stay from four hours to up to eight hours whilst in the Strata Lounge if you choose, by paying the balance between the two products on the day, however this is subject to availability.

The Strata Lounge has partnerships with the airlines listed below. Please check directly with your airline if you qualify for entry under their entry requirements.

• Batik Air

• China Airlines

• China Eastern

• China Southern

• Delta Air Lines

• Fiji Airlines

• Hainan Airlines

• Hawaiian Airlines

• Korean Airlines

• LATAM

• Malaysian Airlines

• Qatar Airways

• Sichuan Airlines

Please check with your loyalty programme for the terms and conditions of your membership as it varies from programme to programme.

No, Strata Lounge is owned by the Auckland Airport and is accessible to anyone flying on any international flight by booking online or on the door. The Koru Lounge is separately owned by Air New Zealand and is their business class lounge.

The menu is designed and tailored to cater for all ages however check with the lounge team on the day as there may be children’s specials available.

Yes there is – there is a comfy children’s lounge area with soft seating and children’s television where children can relax within sight of their parents. Guests with young children are expected to make use of this space to ensure comfort of other paying guests. No food is allowed in the children’s area.

Strata Lounge cannot accept unaccompanied minors.

In New Zealand there is a relaxed, easy-going approach to dress code appreciating that long haul travel dictates comfortable attire. We request that you dress appropriately in business attire of a casual nature. For example, denim and closed tidy shoes are acceptable but no singlets or work boots.

Check with the lounge team on the day for a description of the menu. Gluten free and vegetarian options are regularly available.

• Shower facilities with complementary towels and Ashley & Co toiletries
• Bar facilities and non-alcoholic refreshments
• Complementary wi-fi and workstations
• Meeting room for up to six people with screen
• Single and double private relaxation rooms (accessible for an additional cost)
• Separate, sound-proofed children’s play area with television and beanbags
• Range of international hot and cold dishes and snacks

Subject to availability, bags can be stored in the office on behalf of guests. Please ask at reception. Please note that Auckland Airport does not take responsibility for any loss, damage or theft of your luggage or its contents.

Strata Lounge is ‘airside’, after security and passport control checks in the international terminal.  It is not available to non-flying customers, passengers flying on domestic flights or arriving international passengers.  Follow the signs to premium lounges and Strata Lounge is located up the escalator on level 2.

No, gift vouchers are currently not available for purchase.

The Strata Lounge team will hand over any found item to the airport’s main lost property location. Any misplaced items can be claimed from the Operations Reception Office.

The office is open during business hours (8am-4pm). 

The contact details are:

Phone: +64 9 275 0789 
Email: lostproperty@aucklandairport.co.nz

We are committed to the highest standards of customer care. If you would like to provide us with feedback on any aspect of the service you receive please email stratalounge@aucklandairport.co.nz.

Strata Club recognises and rewards you when you visit Auckland Airport. You can take advantage of practical benefits, such as increased free Wi-Fi, or access to special deals throughout the airport, parking upgrades, discounted passes to Strata Lounge and complimentary food and beverage offers. As well as collecting Strata Points you can convert Strata Points to eVouchers, helping you get more out of your trip.

Strata Club also helps you create a more personalised experience for your travel and is available regardless of airline or class of travel.

Strata Club is Auckland Airport’s customer centric reward and recognition programme. 

Strata Club recognises when you book Strata Lounge or Auckland Airport Parking or make purchases at participating shops and cafes and bars in both the domestic and international terminal (“Strata Club Partners”). Strata Club then rewards you through benefits and Strata Points.

Just by joining you can enjoy benefits such as extended Wi-Fi access.

It is easy to join Strata Club! 

1. Download the Auckland Airport app from Apple App Store or Google Play Store
2. Create your profile with four easy prompts to sign up for Strata Club
3. Validate your email

You’re ready to go!

Or go to the Auckland Airport website and sign up to Strata Club.

Of course. Strata Club is designed to recognise customers of Auckland Airport no matter where you live or which airline you choose to fly with. Regardless of where you live you can still collect and use Strata Points, eVouchers and benefits when you book Auckland Airport Parking and/or Strata Lounge online, or when you make purchases with Strata Club Partners in the domestic and international terminals at Auckland Airport.

Strata Club is available for both international and domestic travel experiences, although you don’t have to be travelling to take advantage of all that Strata Club has to offer.

You must be sixteen years of age or older to join Strata Club.

We ask for your date of birth to ensure you are 16 years or older and so we do not send offers for wines and spirits to members under the age of 18. Your date of birth is also the validation information that you may need in case the point of sale system within the Strata Club Partner stores do not recognise your digital Strata Card (e.g. if you have a cracked screen on your phone).

Yes, although we recommend that you download the Auckland Airport app when you join Strata Club. The app will contain your digital Strata Card which you need to use to collect Strata Points and Tier Spend when making purchases or using eVouchers or Tier Benefits at Strata Club Partner stores, cafes and bars in the domestic and international terminals.

If you don’t download the Auckland Airport app you will still be able to sign into the Auckland Airport website and record your membership number against Auckland Airport Parking or Strata Lounge bookings to collect Strata Points or Tier Spend or to use your eVouchers or benefits. However, it will not be possible to collect Strata Points, use eVouchers or benefits at all Strata Club Partner stores, cafes and bars.

No. It’s free to join Strata Club.

No. There is no physical Strata Club membership card. Strata Club is designed as a digital solution. The only Strata Club membership identification you need is your unique digital Strata Card and number. Your Strata Club membership number can be found in your 'My Strata' page within the Auckland Airport app.

No, you can collect or use Strata Points or benefits whenever you visit Auckland Airport, whether you are travelling or not. You can collect Strata Points from Auckland Airport parking or at Strata Club Partner food and beverage providers.

Yes, you can collect and use Strata Points at both the domestic and international terminals including Auckland Airport domestic and international parking.

If you don’t have a smart phone you will still be able to join Strata Club and sign into the Auckland Airport website to record your membership number against Auckland Airport parking or Strata Lounge bookings so you can collect Strata Points or Tier Spend or redeem eVouchers or benefits.

If you know your Strata Club membership number (ST followed by 8 digits), you can provide this to the sales assistant at Strata Club Partner stores, cafes or bars prior to purchasing your items. Your membership number can be entered manually at point of sale so you may earn Strata Points and Tier Spend. If the Strata Club Partner is using a Strata Club iPad you can provide them with your membership number and date of birth, then you can earn Strata Points and Tier Spend as well as redeeming any available eVouchers and applicable benefits. For safety, hold onto your receipt to check spend and Strata Points against your account.

If you haven’t received the email to validate your email address you should first check your email junk folder or promotions tab.

If your validation email is not in your email junk folder your email address may have been entered incorrectly. If it was incorrect please complete your Strata Club profile again.

Your email validation link is available for 48 hours. If you are unable to validate your email address within that time you will need to complete your Strata Club profile again.

Yes, you can still use the Auckland Airport app even if you don’t wish to join Strata Club. It means you will not be able to sign into the app however you can still follow flights in the app, create schedules, explore retailers and look up airport information.

Your parking bookings and saved flight information will be available on the Auckland Airport website if you wish to view them there.

Joining Strata Club is free, so there is no downside to signing up and you get benefits such as extended Wi-Fi access.

Don’t worry, your Strata Club membership and transaction information viewable in the Auckland Airport app is stored in your profile. If you accidentally delete the Auckland Airport app you can download it again and when you sign in with your email address and password you will see all of your Strata Club balances and benefits.

If your phone battery is flat there are a number of electrical points in the terminals where you can charge your phone to allow you to use your digital Strata Card to collect Strata Points.

If you know your Strata Club membership number (ST followed by 8 digits), you can provide this to the sales assistant at Strata Club Partner stores, cafes or bars prior to purchasing your items. Your membership number can be entered manually at point of sale so you may earn Strata Points and Tier Spend. If the Strata Club Partner is using a Strata Club iPad you can provide them with your membership number and date of birth then you can earn Strata Points and Tier Spend as well as redeeming any available eVouchers and applicable benefits. For safety, hold onto your receipt to check spend and Strata Points against your account.

Using your digital Strata Card is the best way to collect Strata Points and Tier Spend, if you don’t have access to it on the Auckland Airport app, the Strata Club Partner stores, cafes and bars may enter your Strata Club membership number manually into their point of sale system. 

You are unable to redeem your Strata Points and Benefits at all Strata Club Partner stores, cafes and bars without having your digital Strata Card within the Auckland Airport app available. 

If your digital Strata Card can’t be scanned at Strata Club Partner stores, cafes and bars you can provide your Strata Club membership number (ST followed by 8 digits) and date of birth to the sales assistant.

You can find your Strata Club membership number;

• in the Auckland Airport app
  
  • Go to'My Strata'
  • On the top left of the screen
• in the Auckland Airport website 
  
  • Sign in to Strata Club
  • in the profile drop down. 

If you have a cracked phone screen and your eVoucher or Benefit code cannot be scanned you will not be able to use the eVoucher or Benefit via your phone. Some of our Strata Club Partners are using Strata Club iPads, which means they can manually enter your membership number and date of birth so that you can earn Strata Points and Tier Spend as well as redeeming any available eVouchers and applicable benefits. In the event that you are unable to earn Strata Points at the time of purchase, please retain your receipt and send to us via our Contact Us page. Please also include a copy of your boarding pass or travel confirmation for any tax or duty free purchases.

In general you don’t need to know your membership number.

If you are making a booking for Auckland Airport parking or Strata Lounge you just need to sign into the Auckland Airport website and this will automatically recognise your Strata Club membership with no need to provide your membership number.

If you are making a purchase at one of the Strata Club Partner stores, cafes or bars, simply present your digital Strata Card prior to making payment

If you want to know what your Strata Club membership number is, you can see it under 'My Strata' in the Auckland Airport app or in the profile drop down on the Auckland Airport website once you’re signed in to Strata Club.

If you are signing up to the Auckland Airport website for the first time you will automatically become a Strata Club Member. You will receive benefits such as three (3) hours of free Wi-Fi when you are at Auckland Airport, receive exclusive offers and discounts, collect Strata Points, redeem for eVouchers and enjoy more benefits as you progress through the tiers.

If you already have an Auckland Airport profile you don’t have to sign up to Strata Club but we do recommend joining so you can make the most of your Auckland Airport experience and a better travel journey.

If you have forgotten your password;

• Auckland Airport app
  
  • On the sign in page select ‘Forgot password?’
• Auckland Airport website 
  
  • go to Forgotten Password and follow the prompts

It's easy.

• Auckland Airport website:
  
  • Sign into your Strata Club account
  • Select ‘Member Details’ page from your profile page and
  • See 'Change password'  to provide a new password.
    
    
• Auckland Airport app:
  • Sign into your Strata Club account
  • Select 'My Strata'
  • Scroll down to 'Change password' and follow the prompts.

If you wish to close your Strata Club membership please go to the Contact Us link on the Auckland Airport website or app, select Strata Club as the Enquiry type and tell us your membership details (first name, last name, date of birth, and Strata Club membership number). Please confirm that you would like to close your Strata Club membership and why you would like to close your account. We will then contact you via email to verify that you want your Strata Club membership closed. When we receive a response confirming this we will arrange for your membership to be closed.

Please be aware that when your membership is closed all your Strata Points, applicable eVouchers and benefits will be forfeited.

If you close your membership any Strata Points, applicable eVouchers and benefits you have available will be forfeited

Strata Club Memberships are for individuals.

You can’t link your friends and/or family to your account to receive their Strata Points and/or Tier Spend. However, we will be continually enhancing the programme, so stay posted for future enhancements.

We know people can change emails and we want you to be able retain all of the benefits and Strata Points you have already collected. If you wish to change your email address you can go to the Contact Us link on the Auckland Airport website or app;

• select Strata Club as the Enquiry type and tell us;
  • your membership details (first name, last name, date of birth, and Strata Club membership number);
  • that you would like to change the email address; and
  • what your new email address should be. 

We will then contact you via email at your original email address to verify that you want your Strata Club membership email address changed. When we receive a response confirming this we will arrange for your email to be updated.

If you need to change your name, either first name or last name, you can;

• sign into your Strata Club Membership
• select ‘Member Details’ from your Profile page and
• update your Strata Club details to make any changes.

You can continue to make an online booking as a guest.  As a guest your payment details within the booking system are unable to be retained. 

The booking system has additional security on it to allow for credit card details to be provided securely and allows you to save additional information to your online booking profile so you do not have to keep re-entering them. 

Strata Points are points that may be collected when you book Auckland Airport parking or the Strata Lounge online or when you make a purchase at Strata Club Partner stores, cafes and bars in the domestic and international terminals. You collect 1 Strata Point for each dollar you spend with Strata Club Partners. Strata Points can be converted into eVouchers in blocks of 500,(e.g. 500 points = $5 eVoucher) to pay or part pay online for Auckland Airport parking and Strata Lounge bookings or on terminal purchases at Strata Club Partner stores, cafes and bars. You can convert your Strata Points to eVouchers within your Strata Club account on the Auckland Airport app or website.

Yes your Strata Points will be added automatically to your Strata Club account. This will usually take place within 24 hours of purchase or the time that you had booked to arrive at the Auckland Airport car park or Strata Lounge. However, we recommend you allow 5 working days for them to show in case of delays.

You can see your Strata Points balance in your Strata Club account within the Auckland Airport app or the Auckland Airport website once you’ve signed in. Your transactions will usually appear in your ‘Transaction Summary’ within 24 hours of completing the purchase. Please do allow up to 5 working days for your transactions to appear.

You can easily see your transaction summary and progress toward retaining your current tier or attaining the next tier within the Auckland Airport app or website. Simply;

• Open the app or website
• Sign in to your profile with your email address and password
• Select Strata Club
• On your Strata Club account page you can view:     
  • Your tier progress information
  • Your transaction summary

Strata Club Partners may provide exclusive Strata Club offers that allow you to collect bonus Strata Points. Bonus Strata Points are additional Strata Points offered by the Strata Club Partner and will add to your Strata Points balance.

No, they will not. However, they do contribute to your overall Strata Points balance.

Yes, if you didn’t have your digital Strata Card scanned by Strata Club Partner stores, cafes and bars, or weren’t signed in when booking parking or Strata Lounge you can claim the missing Strata Points and Tier Spend in certain circumstances.

Please send an email to strataclub@aucklandairport.co.nz including a clear scan of the receipt or booking confirmation you are wishing to claim Strata Points and Tier Spend for. To be able to review the claim we need to be able to see the date of the transaction, where the transaction was made and the value of the transaction.

In addition, for an airside tax or duty free purchase please provide a scan of a boarding pass, ticket confirmation (or similar), Airport ID or Auckland Airport parking /Strata Lounge receipt to confirm that you were at Auckland Airport at the time the purchase was made.

No, you can only claim for bookings and purchases made after joining Strata Club, or if you join Strata Club within 24 hours of making a tax or duty free purchase.

Only purchases made within the Auckland Airport precinct at Strata Club Partner stores, cafes and bars, including The Mall, are eligible to earn Strata Points and Tier Spend.

No, you collect Strata Points on transactions at a rate of 1 Strata Point per $1 spent. Your Tier Spend is applied as the dollars and cents of the transaction.

You collect Strata Points and accumulate Tier Spend based on the purchase price less any exempt products, discounts, eVouchers, vouchers or benefits that are used. Tobacco products, Post Shop products, Prepay top-up cards and Lotto purchases i.e. ‘exempt products’ are ineligible to collect Strata Points, nor do they count towards reaching a higher tier.

You should always be able to collect Strata Points and Tier Spend on qualifying purchases at Strata Club Partner stores, cafes and bars, as well as online partner bookings and purchases.

Please check directly with the store, cafe or bar whether they will allow you to collect points in their own loyalty programme for the same purchase.

You can collect Strata Points and Tier Spend on most purchases at Strata Club Partner stores, cafes and bars. Tobacco products, Post Shop products, Prepay top-up cards and Lotto purchases (exempt products) are ineligible to collect Strata Points or count towards retaining a tier or reaching a higher tier.

The value you may collect Strata Points on is based on the purchase price less any exempt products, discounts, eVouchers, vouchers or benefits that are used.

Yes, when you book online. To collect Strata Points and Tier Spend for Auckland Airport parking or Strata Lounge, you must book online at least 24 hours in advance of when you plan to arrive. If you use Auckland Airport parking or Strata Lounge without making a booking in advance you will not collect Strata Points or Tier Spend.

Only advance online Auckland Airport parking or Strata Lounge are eligible to collect Strata Points and contribute towards your Tier Spend.

All bookings are subject to availability.

We strongly recommend that you sign into your Strata Club account before you start your Auckland Airport parking or Strata Lounge booking.  You have to be signed in to your Strata Club account to collect or use Strata Points or benefits.

The best way is;

• sign in to your Strata Club account with your email address and password
• start your booking process for parking and/or the Strata Lounge 
  • sign in to your parking or Strata Lounge account or 
  • continue as a guest

Strata Club aims to make your journey through Auckland Airport better so collecting Strata Points and Tier Spend is limited to the Auckland Airport precinct.

To collect Strata Points and Tier Spend for Auckland Airport parking or Strata Lounge booking you must be the person named on the booking confirmation.

Yes you will collect Strata Points and Tier Spend if you have booked and paid but not shown up for the booking.

If you receive a refund on the booking the Strata Points and Tier Spend will be deducted.

Strata Points will be collected, and Tier Spend accumulated for Auckland Airport parking or Strata Lounge bookings made online, based on the amount paid when completing the booking. Any other charges (e.g. overstaying the booked parking time) will not collect Strata Points or contribute toward your Tier Spend.

Yes, you can, the value you collect your Strata Points and Tier Spend on is the amount you pay after all exempt products, discounts, vouchers, eVouchers and benefits have been deducted.

You may use either a benefit or an eVoucher per transaction, you’re unable to use both in one transaction.

If you return your purchase for a refund your Strata Points and Tier Spend will be reduced by the amount of the refund.

Your Strata Points are valid for three (3) years after they were collected. They expire at the end of the calendar month immediately following the third anniversary of the date you collected them. For example, you collected your first Strata Points in March 2017, if they have not converted to an eVoucher and redeemed, they will expire on 30 April 2020.

Your Strata Points balance in the Auckland Airport app is updated as soon as possible. The Strata Points balance you see in your profile on the Auckland Airport website is updated nightly, which means it can be up to 24 hours behind the balance on the app.

If you are making a booking on the Auckland Airport website only the available Strata Points balance can be used toward an eVoucher.

Some of the Strata Club Partner stores, cafes and bars have iPads that allow you to scan your digital Strata Card to collect or redeem Strata Points and use benefits. You can find your digital Strata Card by;

• open the Auckland Airport app
• tap 'My Strata' at the bottom of the screen
• select 'Strata Card'

You are unable to earn Strata Points on exempt products: tobacco products, Post Shop products, Prepay top up cards or Lotto, which may be why there is a difference between the purchase value and the Strata Points collected.

If you did not purchase tobacco products, Post Shop products, Prepay top up cards or Lotto please check your receipt and send the details and a copy of the receipt to us via Contact Us.

You can collect Strata Points on the value of your purchases or bookings less any discounts, eVouchers, vouchers, benefits or exempt products. Exempt products include tobacco products, Post Shop products, Prepay top up cards and Lotto. Exempt products are ineligible to collect Strata Points or count towards attaining or retaining a tier.

You are able to collect Strata Points and Tier Spend, redeem an eVoucher or Auckland Airport parking benefit when you book parking on the Auckland Airport website or via the Auckland Airport app.

Tier Spend is the term used to describe the spend that contributes to your Strata Club tier.  Your cumulative Tier Spend, over 12 months, determines what Strata Club tier you are.

Once you reach a higher tier, please allow up to 36 hours for the upgrade to apply and tier benefits to be available.

You reach a higher tier by accumulating a Tier Spend that is greater than the tier levels set in a 365 day period. If you have spent more than;

• $250 in a year with Strata Club Partners you will reach the Silver tier;
• $800 in a year with Strata Club Partners you will reach Gold tier; and
• $2,000 in a year with Strata Club Partners you will reach Platinum tier

As soon as your purchases with Strata Club Partners meet the minimum level you will achieve the next tier. Your new tier will be applied within 36 hours and you’ll be able to enjoy the benefits from then.

You have your tier for a year from the date you qualify for the tier. At the end of that year your Tier Spend for the previous 365 days (i.e. from the date you upgraded) will be calculated and your new tier will be based on that Tier Spend. Your Strata Club tier directly relates to your Tier Spend. If, during the last year, your Tier Spend is the same or greater than the tier level, you could retain your current tier. If your Tier Spend is less than the tier level you’re currently on, you will move down to the relevant tier.

You can see your progress toward retaining your current tier or attainting a higher tier in your Strata Club account within the Auckland Airport app or the Auckland Airport website once you’ve signed in. Your transactions will usually appear in your ‘Transaction Summary’ within 24 hours of completing the purchase. Please do allow up to 5 working days for your transactions to appear.

Yes, they do, if there is a balance to be paid once any exempt products, discounts, vouchers, eVouchers and benefits have been applied. Strata Points can be earned on the balance paid. Tobacco products, Post Shop products, Prepay top-up cards and Lotto are exempt from earning Strata Points.

You are unable to collect Strata Points toward retaining a tier, or attaining a higher tier on purchases of tobacco products, Post Shop products Prepay top up cards or Lotto which may be why there is a difference between the purchase value and the Tier Spend earned.

If you did not purchase exempt products please check your receipt and send the details and a copy of the receipt to us at strataclub@aucklandairport.co.nz.

Yes it will.

You reach a higher tier by accumulating a Tier Spend that is greater than the tier levels set in a 365 day period. If you continue to increase your Tier Spend it will count towards upgrading to Gold tier as well as retaining your new Silver tier.

If you cancel or amend your Auckland Airport parking or Strata Lounge booking more than 24 hours in advance, your eVouchers will be available to be reused in the amended booking or they will be returned to your Strata Club balance as Strata Points for a future booking.

When you book Auckland Airport parking or Strata Lounge and redeem an eVoucher, you select the dollar amount you want to apply in the payments page. Your Strata Points will be deducted at the time the eVoucher is applied and the payment is made. You must be signed into your Strata Club membership at the start of the booking process to be able to use an eVoucher.

When you would like to use an eVoucher, go to your Strata Club account in the Auckland Airport app and select the value of the eVoucher you want to apply. This will generate an eVoucher including a QR code that you can then present to the sales assistant. Please note that Strata Points are deducted when the eVoucher has been scanned and this will then be reflected in your Strata Points balance.

Your eVoucher will be redeemed if your Strata Points balance is high enough at the time of use. If between the time of creating and then using an eVoucher;, Strata Points have expired or have been used on an applicable online booking, and your Strata Points balance has fallen below the minimum required, you will be unable to redeem the eVoucher.

There are a few ways you can use your Strata Points. You can convert your Strata Points to an eVoucher either;

• during the booking process, for Auckland Airport parking or Strata Lounge; or
• within your Strata Club account prior to purchasing at Strata Club Partner stores, cafes and bars at Auckland Airport.

You can convert blocks of 500 Strata Points into eVouchers. 500 Strata Points = $5 eVoucher.

You are able to choose the denominations of the Vouchers, in multiples of $5 up to a maximum of $100, so you can choose the most appropriate amount for how you intend to use them. 

Your eVouchers can be used to pay, or part pay, for Auckland Airport parking or Strata Lounge visits booked online, or at Strata Club Partner stores, cafes and bars.

Please remember there will not be any change given on the use of an eVoucher if the transaction value is lower than the value of the eVoucher.

Your Strata Points are in your personal Strata Club account. You are able to make a purchase instore for another person or book Auckland Airport parking or Strata Lounge in their name while logged into your Strata Club membership and use your Strata Points.

When you book Auckland Airport parking or Strata Lounge online, you can use an eVoucher in the payments page. Your Strata Points will be deducted at the time the eVoucher is applied and the payment is completed. You must sign in into your Strata Club account at the start of the booking process to be able to use an eVoucher.

When you know you want to use an eVoucher at a Strata Club Partner store, cafe or bar go to your Strata Club account page in the Auckland Airport app and select the value of the eVoucher you want to apply. This will generate an eVoucher, including a QR code which you then present to the sales assistant before completing the purchase. Please note that Strata Points are deducted when the eVoucher is scanned and the transaction is complete. This will then be reflected in your Strata Points balance and transaction summary.

Your eVoucher will be redeemed if your Strata Points balance is high enough at the time of use. If between the time of creating and then using an eVoucher Strata Points have expired or you have redeemed the Strata Points online, with your Strata Points balance falling below the minimum required, you will be unable to redeem the eVoucher.

If the participating store, café or bar has a Strata Club iPad, you do not need to create a discount eVoucher in advance of making a purchase.

Once you have scanned your digital Strata Card, on the iPad, you can select the eVoucher value you would like to use from the ‘Redeem’ page.

If the participating store, café or bar uses their own point of sale system you will need to create an eVoucher in your Strata Club account first. You need to;

• sign in to the Auckland Airport app
• Go to 'My Strata'
• Select 'My Vouchers'
• Choose the Strata Points you wish to convert to an eVoucher value

As you’re completing your purchase select ‘use eVoucher’ and present the code to the sales assistant. 

Your eVouchers are able to be used for Auckland Airport parking and Strata Lounge bookings made online or at Strata Club Partner stores, cafes and bars in the Auckland Airport precinct.

Regularly check Strata Club information for new programme participants.

If you cancelled your Auckland Airport parking or Strata Lounge booking more than 24 hours before the time booked your Strata Points should be showing in your Strata Club account benefits page. If they aren’t, please contact us and provide us with the details of your Strata Club membership and the Auckland Airport parking or Strata Lounge booking you cancelled.

Your eVouchers are created when you want to use them. The Strata Points are valid for three (3) years from when they were collected. Please note that Strata Points are deducted when your eVoucher is scanned. This will then be reflected in your Strata Points balance and ‘Transaction Summary’. Your eVoucher will be redeemed if your Strata Points balance is high enough at the time of use. If between the time of creating and then using an eVoucher, Strata Points have expired or you use Strata Points on Auckland Airport parking or Strata Lounge online booking, where your Strata Points balance has fallen below the minimum required, you will be unable to redeem the eVoucher.

If you have tried to use your eVoucher at one of the Strata Club Partner stores, cafes or bars and it has not been accepted this may be because you have used Strata Points between the time when you created the eVoucher and when you have presented it to be scanned. Your Strata Points are deducted when the eVoucher is scanned. Strata Points will show in your Strata Points balance until the eVoucher is scanned and may be used for Auckland Airport parking or Strata Lounge bookings that are completed in the meantime.

If the eVoucher was unable to be scanned, please ask the assistant to enter the eVoucher number in their system.

If the eVoucher is not accepted this may be because you have used Strata Points between the time when you created the eVoucher and when you have presented it to be scanned. This is because Strata Points are not deducted until the eVoucher has been scanned so it will show in your Strata Points balance until then and may be used for Auckland Airport parking or Strata Lounge bookings.

If you amend your Auckland Airport parking or Strata Lounge booking the eVoucher you had used to make the original booking should still be available to be used if you wish. If you no longer wish to use the eVoucher or want to use a different number of Strata Points you can also make these amendments.

Your tier benefits are personal to you, and cannot be transferred to another member.

Tier benefits are available to be used for the year you have your tier for. If you upgrade a tier you will have your benefits replaced and they will apply for the following 365 days. When you retain or downgrade at the end of your tier year you will receive a new set of benefits that reflect your new tier and they will apply for the following 365 days.

No, you do not need to create a benefit code in advance of making a purchase at a participating store, café or bar.

If the Stata Club Partner store, café or bar has a Strata Club iPad the benefits you have available to use can be selected on the ‘Benefits & Vouchers’ page within the iPad, once you have scanned your digital Strata Card.

If the Strata Club Partner store, café or bar uses their own point of sale system to scan your digital Strata Card you will need to;

• sign in to the Auckland Airport app
• go to 'My Strata'
• select 'My Benefits'
• choose the benefit you wish to use and select confirm
• present the benefit to the sales assistant for scanning

If you cancel or amend your Auckland Airport parking or Strata Lounge booking more than 24 hours in advance your tier benefits will be available to be reused in the amended booking or they will be returned to your Strata Club account.

You are unable to amend or cancel Auckland Airport parking or Strata Lounge booking within 24 hours of your booked arrival.

As a Gold or Platinum member you receive benefits that allow you to access Strata Lounge at a discounted rate when you book in advance of your visit. You can use these benefits no matter which airline or class you are flying in.

If you cancelled your Auckland Airport parking or Strata Lounge booking more than 24 hours before the time booked your benefit should be showing in your Strata Club account benefits page. If it isn’t please Contact Us and provide us with the details of your Strata Club membership and the parking or Strata Lounge booking you cancelled.

No, if you wish to use a Strata Lounge benefit you must book this separately from your Auckland Airport parking.

You can see the benefits you have available to you in your Strata Club membership benefits on the Auckland Airport app. You need to;

• sign in to the Auckland Airport App
• go to'My Strata'
• select 'My Benefits'

The Mall is Auckland Airport's online shopping experience. We have partnered with the Airport's most popular retailers to provide travellers with the ability to shop leading international and local brands online ahead of international or domestic travel, with easy pick up at the airport. 

Take advantage of duty and tax free pricing on The Mall's international experience when you travel internationally and access to airport exclusives and special pricing on your favourite items when you travel domestically on The Mall's domestic experience.

International: Anybody who is over 16 years old and has a ticket to fly internationally into or out of Auckland Airport within the next six months can shop on The Mall's international experience.

Domestic: Anybody who is over 16 years old and has a ticket to fly domestically into or out of Auckland Airport can shop on The Mall's domestic experience, as well as those who are able to click and collect from the Domestic Terminal. Learn more. 

Please note, travellers must be 17 years old or over to qualify for alcohol duty free concessions (international travel only), and 18 years old or over to purchase alcohol within New Zealand (valid photo identification will be required if alcohol has been purchased).

You don’t have to be a Strata Club Member to shop on The Mall – it’s perfectly OK to checkout as a guest. However, you will miss out on Strata Club special deals and on collecting Strata Club Points.

The traveller price is the price offered by our retailers that every shopper on The Mall is entitled to.

Yes, The Mall has partnered with Paymark, New Zealand’s largest and most trusted payment gateway and ePayments, a leading payment provider specialising in Chinese mobile payment services. Learn more about buying safely on The Mall in our secure payment section.

The Mall accepts Visa, Mastercard, Union Pay, Alipay and WeChat pay.

If your payment is declined, it means your card has not been charged. Please check with your bank or payment institution as it may be that:

• your card hasnt been enabled for 3D secure authentication
• your credit card is no longer valid or has expired
• the payment exceeds your daily spending limit
• the payment is larger than the maximum transaction allowed for your account
• the charge is larger than you would usually put on your card
•  

It is likely you will be able to request the bank or payment institution to adjust your daily spending limit or the maximum transaction size. Most institutions can make these changes immediately and allow you to complete the payment.

Absolutely. As you place your order on The Mall you will choose where you would like to pick it up as you depart or arrive into Auckland Airport.

We have two Collection Points in the International terminal, one in departures after you have passed through security and one in arrivals in the baggage claim area. 

We have one Collection Point in the Domestic Terminal located before you pass through security, between 3 Wise Men and Travelex.

Please see our 'how to collect' section for maps and further information.

The Mall requires your flight information for two reasons:

• to match your order to your flight and ensure that its order is ready and waiting for you to pick up
• to confirm that you are entitled to shop for duty free and tax free items if you are travelling internationally

Sometimes, your flight may not be recognised if it is a chartered flight or code share flight. If your flight number is not being recognised when you add it in the cart, please get in touch so we can help you.

Promo codes can only be applied to full priced items.

If you are applying a promo code in your cart and receive an error message please check you have :

• typed the promo code correctly
• included a full priced item in your cart
• reviewed any specifc terms and conditions for the promotion (e.g. that may require a minimum spend level or only be valid for a certain time period).

If you need any further help, please get in touch.

If you haven't received your order confirmation email, its a good idea to check your spam or junk folder just in case. Alternatively, please get in touch so we can resend to you.

Please contact us with your Order ID and we will be able to advise the Strata Club team of your missed points.

If your flight details have changed please get in touch so we can amend your order for you.

Please visit our 'returns & refunds' section for more information. It is important to note that returns are subject to our retailer's individual policies accessible from our 'retailers' section.

If you have any issues or further questions, please get in touch, we're happy to help.

International travellers: due to Customs regulations for duty free and tax free goods a replacement item cannot be sent to your home address.

Domestic travellers: this will be reviewed on a case-by-case basis by the retailer the goods have been purchased from. 

If your travel plans change and you would like to cancel your order, please get in touch.

You can order as early as 3 months or as late as 6 hours before your international flight departs.

Yes. The Mall offers best selling products from a selection of Auckland Airport’s most popular retailers. The international range includes technology, spirits, beauty, NZ products and more and will continue to grow. Items that you see online can also be found in store, except for those items that are exclusive to The Mall.

Certain items, like spirits and fragrances, attract import charges known as duties. People who are travelling internationally are entitled to buy certain amounts of these products without paying those duties. This price then reflects the duty free price.

Not all items for sale at The Mall's international experience have customs duties attached. These items are sold tax free which means they are exempt the 15% GST.

No, it is not possible to use someone else's duty free allowance for your own personal purchase.

If two people are travelling together, it is acceptable (for convenience) to place a single order that covers both people's duty free entitlements. However, on collection, it must be declared that the goods are for two separate people despite being a single transaction.

Both people need to be present when collecting the items, and you cannot purchase a single item and attribute the duty free allowance across two people (e.g. you cannot purchase a single camera for NZ$1,400 and split the duty free allowance of NZ$700 per person across two people).

There are legal limits on the amount of duty free alcohol and other goods travellers can travel with. These amounts can also vary depending on the country you are flying into.

For more information, please see duty free allowances.

Yes. Due to airline safety regulations, there are certain restrictions on the amount of liquids, aerosols and gels (LAGs) you can carry in your hand luggage onboard the plane. When you collect your purchase from the Collection Point, you will already have passed through Auckland Airport security, meaning that you’ll be able to board without a problem. However, if your journey includes a stopover or transit at another airport, other restrictions may apply.

For more information, please see our 'duty free allowances' section.

At least 12 hours prior to your international flight, you will receive a Ready to Collect email reminder to let you know that your order is ready and waiting. This email includes full instructions on how to collect as well as a map of your chosen Collection Point.

If you’re departing Auckland Airport, we recommend that you collect your order at least 60 minutes before your flight.

If you choose to collect on your departure, you'll find the Collection Point once you have cleared immigration and security screening, just past The Loop and Aelia Duty Free stores.

If you choose to collect on your arrival, you’ll find the Collection Point after clearing immigration, in the baggage claim hall, opposite baggage belt 3.

For maps of the Collection Point, see more information in our 'how to collect' section.

The departures Collection Point is open from 4:30am to 1:30am NZST.

The arrivals Collection Point is open from 5:30am to 2:30am NZST.

No, you will be required to collect your own order. Please have your order confirmation email and passport handy for identification at the Collection Point in the International Terminal.

The access code is a 5 digit number provided in your order confirmation email or the ready to collect email.

Check your text message or ‘ready to collect’ email to confirm you entered the same code you have received and try again. If second attempt didn’t work call our technical team for help at 021 184 2922.

Try re-entering your access code. If second attempt didn’t work call our technical team for help at 021 184 2922.