Support

My allocation disappeared when I went back to enter my flight details. What happened to my managed isolation allocation?

You have 48 hours from when your allocation is put on hold to organise your flights and enter your flight details into the system. If you have not updated your registration with flight details within 48 hours, your allocation will be cancelled. You will then need to log into your account and re-select your arrival date.

I've booked a multi-sector journey to New Zealand and my flight isn't listed in the drop-down menu. What should I do?

Make sure you are looking for the flight number of your final flight to New Zealand. Your flight may be operating under multiple flight numbers from different airlines. The operating carrier flight number will be displayed in the drop-down menu – please check your ticket for operating carrier information. If it isn’t there, contact the airline to confirm the flight is still going ahead.

We are continuing to load flight data once we are confident of its reliability. Due to the international upheaval to air travel caused by COVID-19, flight data a few months out can be very changeable. MIQ is in constant liaison with airline carriers who advise us of the changes to flights.

If the airline has confirmed the flight is still scheduled, please email flightchanges@miq.govt.nz with a copy of your flight ticket and your voucher, so that we can verify this with the airline.

I didn't receive a registration confirmation email, what should I do?

Check your spam or junk mail folder. If you still can't find the confirmation email, go to the login page and follow the prompts to reset your password. This will resend your confirmation email.

I can't remember my registration password, what should I do?

Go the login page and follow the prompts to reset your password. You will be sent an email to reset your password.

Can I make changes to my allocation after I’ve got my voucher?

If you need to update some information on your allocation, e.g. misspelling of name, passport details, do not cancel your allocation. For assistance please email flightchanges@miq.govt.nz, including a copy of your voucher and your requested changes.

Who is responsible for my managed isolation allocation?

The Managed Isolation and Quarantine business group within the Ministry of Business, Innovation, and Employment is responsible for the Managed Isolation Allocation System.

My flight has been rescheduled, what do I do?

Unplanned flight disruptions

If there is an unplanned disruption to your flight up to 48 hours before your original departure time (e.g. a delay due to mechanical issues), the airlines will work with the New Zealand Government to manage the rescheduling of your allocation with your new flight details. We will allow the airline to board you with your existing voucher in these rare situations, as we recognise that you may already be at the airport or in transit. However, we do recommend that you check the system for any updates to your voucher where possible or if you are unsure.

Planned flight changes made by your airline

If your airline changes your flight details more than 48 hours in advance of your departure (e.g. your flight that was due to depart in three days and now departs in four days), the airline will need to work with the New Zealand Government to ensure that there is space for you in managed isolation at the new arrival time. You will need to download an updated voucher for the new flight. Please check the system as close as possible to your new flight to ensure we have time to process these updates.

If you have queries about changes to your flight, please email flightchanges@miq.govt.nz with a copy of your original flight ticket and your voucher, and details of the new flight number.

My flight number has been updated, what do I do?

If your airline changes your flight number more than 48 hours in advance of your departure, and you still arrive on the same date, the airline will need to advise the New Zealand Government of these changes, so that we can update the system. You will then be able to download an updated voucher.

If your new flight arrives on the same date as your existing voucher, you can update your flight details yourself by selecting the ‘Change flight’ option in step 3 of your registration.

If you have queries about changes to your flight number, please email flightchanges@miq.govt.nz with a copy of your original flight ticket and your voucher, and details of the new flight number.

My flight has been cancelled, what do I do?

If your airline cancels your flight we recommend that you always contact your airline first to check if they have made any arrangements with us to reschedule your allocation. If your airline cancels your flight and has not contacted us to reschedule your allocation to another flight, you have 2 options:

1.  If you book a new flight which arrives in New Zealand on the same day as your original flight, you can update your flight details in the Managed Isolation Allocation System by selecting the 'Change flight' option in step 3 of your registration. 

2.  If you find a new flight which lands on any other day email flightchanges@miq.govt.nz with evidence of your original flight and voucher, notification from your airline of your cancelled flight, and details of your proposed new flight. Please contact us before you book your new flight and give us a few alternative dates so we can help you. We cannot guarantee arrival on your preferred dates due to space in our facilities being very limited. We will confirm back to you what we can offer and then you can proceed to book your flight.

Where can I go to for help?

Contact the MIQ Service Centre for further assistance. The Service Centre can be reached on:

  • International: +64 4 931 5720 (rates will apply)
  • From within New Zealand: 0800 476 647
  • You can also submit an enquiry via the MIQ website.

The MIQ Service Centre is open from 0800 – 2200 (NZST), seven days a week.