Bookings & enquiries

Enquiry All times are NZST unless otherwise noted

Emergency Global Assistance

+61 7 3170 7850

Within New Zealand call:
0800 32 27 74

International dialing codes »

24 hours a day, 365 days a year

All new bookings and enquiries

0800 24 35 44

24 hours a day, 365 days a year

Enquire online »

To change any booking
made in store

Contact the store where you made your booking.
Use our store finder or check your itinerary for contact information.

To change a flight booking
made on the website

0800 32 66 54

International Customers call:
+61 7 3170 7886
International dialing codes »

Non-Daylight Savings Hours:
Monday to Sunday 9:00am - 9:00pm

Daylight Savings Hours:
Monday to Sunday10:00am - 10:00pm

Connect with your perfect Travel Expert

We'll connect you with an experienced Travel Expert.

0800 31 44 42

Monday to Sunday 9:00am - 5:30pm

Email us at customerconnect@flightcentre.co.nz

Customer Feedback

Please call our Customer Relations team if you have a compliment or a complaint.

0800 22 75 00

Monday to Friday 9:00am - 5:30pm

Email us at customerrelations@flightcentre.co.nz

To find your nearest
Travel Broker

Use our broker finder to find your nearest Travel Broker.

Please be advised that unsolicited proposals for provision of SEO and/or SEM services and/or unsolicited advertising & marketing proposals will not be responded to.

Travel Extras

Enquiry All times are NZST unless otherwise noted

Car Hire »

0800 24 35 44

24 hours a day, 365 days a year

Travel Insurance »

provided by Covermore Insurance

0800 24 35 44

To book your travel insurance.
Book now »

Gift Cards »

0800 24 35 44

24 hours a day, 365 days a year

Please be advised that unsolicited proposals for provision of SEO and/or SEM services and/or unsolicited advertising & marketing proposals will not be responded to.

Expert Teams

Enquiry All times are NZST unless otherwise noted

For a Travel Expert near you

0800 24 35 44

Find a store »
Email a travel expert»

24 hours a day, 365 days a year

Travel Broker »

Find a broker »

Honeymoon Travel »

0800 24 35 44

24 hours a day, 365 days a year

Round the World »

0800 35 00 65

Monday to Friday 9:00am - 5:30pm

Saturday: 9:00am - 4:00pm

Business Travel »

0800 83 80 10

Monday to Friday 8:30am - 5:30pm

www.corporatetraveller.co.nz

Group Travel »

0800 35 94 76

Monday to Friday 8:30am - 5:30pm

Please be advised that unsolicited proposals for provision of SEO and/or SEM services and/or unsolicited advertising & marketing proposals will not be responded to.

Feedback

Enquiry All times are NZST unless otherwise noted

Customer Feedback

Please call our Customer Experience department if you have a compliment or a complaint

0800 22 75 00

Monday to Friday 9:00am - 5:30pm

Email us at customerexperience@flightcentre.co.nz

Please be advised that unsolicited proposals for provision of SEO and/or SEM services and/or unsolicited advertising & marketing proposals will not be responded to.

Social

Corporate

Enquiry All times are NZST unless otherwise noted

Head Office

Flight Centre's support functions and corporate brands.

0800 22 75 00

Flight Centre New Zealand
124 Vincent Street, Auckland
Email customerexperience@flightcentre.co.nz

Flight Centre Foundation

Flight Centre Foundation

Charity Request: foundation@flightcentre.co.nz

Media & Communications Enquiries

Media should direct their enquiries to Flight Centre's PR Team.

 

Email media@flightcentre.co.nz

Media releases

Recruitment »

Visit Flight Centre Careers »

Please be advised that unsolicited proposals for provision of SEO and/or SEM services and/or unsolicited advertising & marketing proposals will not be responded to.

FAQ

Booking Online

I have encountered an error or have an error message on my screen, what should I do?

  • Check your email account for an itinerary, including spam/junk mail.
  • Please call Website Customer Support on 0800 32 66 54 for assistance.

Can I book my pet online?

  • Pets cannot be booked online.
  • Not all airlines allow pets to travel on their aircraft, please contact a Travel Expert on 0800 24 35 44 or visit your local store for more information and to book.

Can I use my Flight Centre Gift Card to book online?

Gift Cards are unable to be redeemed online at this stage. Please call a Travel Expert on 0800 24 35 44 or visit your local store to book.

Does the name I book my flights under need to be the same as my passport?

Yes. It must be exactly as per your passport. Please do not use an alias, nickname or abbreviation as this can result in you being denied boarding by the airline.

My child is travelling alone, can I book them as an unaccompanied minor on your website?

No – unaccompanied minors cannot be booked through our website as there is paperwork that needs to be completed. Contact a Travel Expert on 0800 24 35 44 or visit a store to book unaccompanied minors and ensure this request is added to your booking; there will be a fee for doing so that varies for each airline.

If you’d like to know more about the fees and book over the phone, please contact our Travel Experts on 0800 24 35 44.

My Booking

Can I change or cancel my booking?

Absolutely! In order to change or cancel your booking, you’ll need to speak to your Travel Expert on 0800 24 35 44. The below Flight Centre fees will apply in addition to any Airline/Supplier fees.

Our Change and Cancellation Fees: Subject to your refund and remedy rights under the Consumer Guarantees Act, the following change and cancellation fees apply to all bookings (including online bookings and bookings made with a consultant):

  • Each change to a Domestic/Trans-Tasman booking will incur a fee of $50 per passenger per booking in addition to supplier fees.
  • Cancellations to Domestic/Trans-Tasman bookings will incur a fee of $75 per passenger per booking in addition to supplier fees.
  • Each change to an International booking (excluding Trans-Tasman bookings) will incur a fee of $125 per passenger per booking in addition to supplier fees.
  • Cancellations to International bookings (excluding Trans-Tasman bookings) will incur a fee of $350 per passenger per booking in addition to supplier fees.

Supplier Change and Cancellation Fees: Cancelled bookings may also incur supplier fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced.  Supplier fees may also apply where a booking is changed and when tickets or documents are re-issued. Where we incur any liability for a supplier cancellation fee for any booking which you change or cancel, you agree to indemnify us for the amount of that fee.  Where you seek a refund for a cancelled booking for which payment has been made to the supplier, we will not provide a refund to you until we receive the funds from that supplier.

I don’t want to travel any more; can I change the name of my ticket?

No, tickets are non-transferable but it’s best to give your Travel Expert a call, or for after-hours support contact our Website Customer Support team on 0800 32 66 54 to discuss this further. Please also see ‘Can I change or cancel my booking’ to check the minimum Flight Centre fees that will apply when you make any change to your booking.

I have to cancel my booking due to an emergency. Will I get my money back?

We understand these times can be stressful and will do our best to assist you. In the event of a serious illness that prevents travel, or death of an immediate family member we can apply to the Airline for a refund. The Airline will require documentation (a comprehensive note from your doctor explaining your illness OR a Death Certificate) and will assess your claim from there.

Please call the Travel Expert you booked with and they will provide you with an email address to send your documents through to.

I entered my name incorrectly and have only just realised, can I fix it?

You can, but there will be a fee. See ‘Can I change or cancel my booking?’ for the breakdown of our Flight Centre fees that will be charged in addition to the airline/supplier fees.  Please contact your Travel Expert on 0800 24 35 44 for assistance. 

Can I change the origin and/or destination of my flight because I’ve changed my mind?

If this has happened, it’s best to call your Travel Expert on 0800 24 35 44 or after business hours our Website Customer Support team on 0800 32 66 54 as soon as possible. Some airfares do not allow changes to the flight routing, but we can check what options are available to you. In the event that they do allow changes, please refer to ‘Can I change or cancel my booking?’ for the minimum Flight Centre fees that will apply.

Is my flight ticket refundable?

  • Please refer to the fare conditions provided on your itinerary or call Travel Expert on 0800 24 35 44, or Website Customer Support on 0800 32 66 54 if after hours.
  • Refunds that have been applied for with the airlines have an estimated 8-12 week processing time and will be refunded to the original payment method.  If you purchased the Captain’s Choice package you will receive any applicable refund to which you are entitled on the next business day for cancellation process prior to 12pm NZ Standard Time, however this is bank dependant.

I just received a notification that my flight was changed/cancelled and it’s completely unsuitable. What can I do next?

Please contact your Travel Expert on 0800 24 25 44 to discuss alternative options with the Airline. If outside of business hours, please call Website Customer Support on 0800 32 66 54 to discuss options.

I booked with Jetstar/TigerAir but will not be flying anymore. Can I cancel?

TigerAir and Jetstar (except Business Class Max Bundle) fares are non-refundable. You may be able to change your flights to another day (fees will apply). Please contact your Travel Expert on 0800 24 35 44, or after hours our Website Customer Support team on 0800 32 66 54 if you would like to do this.

When do you charge merchant fees? How much are they?

Credit card surcharges of 2% for Amex and 2% for Visa, MasterCard, Diners Club and Q Card will apply when paying by credit card. When applying for Q Card Finance, establishment and merchant fees will apply.  You authorise us to charge all fees incurred by you in relation to the services provided to the credit card designated by you.  If payment is not received from the card issuer or its agents for any reason, you agree to pay us all amounts due immediately on demand. 

Can someone else make changes to my booking on my behalf?

We take privacy and security of your booking very seriously. Due to privacy laws, Flight Centre Travel Group can only discuss details or make changes/cancellations to a booking with a listed traveller, credit card holder or other authorised person.

Please refer to Flight Centre Travel Group’s Privacy Policy.

I just had a baby; can I add them to my booking?

The answer is yes, you’ll just need to call your Travel Expert on 0800 24 35 44 and they’ll take care of this for you. Please keep in mind that there is an additional airfare for your baby, and some airlines will charge a fee to add an infant to your booking.

Travel Information

What Identification is required for check-in?

For Domestic Travel, you’ll need one of the following:

  • A New Zealand driver’s license
  • A valid passport
  • The new Kiwi Access card (previously known as 18+ card)

(If you don’t have any of these, please go to the Airline’s website for further information on identification)

For International Travel, you’ll need the following:

  • A passport with at least 6 months validity from your scheduled return date
  •  Any necessary Visa items

I am travelling Internationally, will I need a Visa?

Visas are the individual responsibility of travellers. Conditions can change suddenly so we recommend checking the New Zealand Government’s website for the latest updates.  Please contact your Travel Expert on 0800 24 35 44 for further information.

Do I need a Passport?

All international travel including Australia requires a Passport with a minimum of 6 months validity from the date of your arrive back into New Zealand.

Do I need to re-confirm my flights?

Should your flight schedule change we will notify you via email or call the Travel Expert listed in the booking, so there is no need to contact us to reconfirm your flights.

My itinerary didn’t come through and I’m freaking out!

We would have sent the itinerary to the email address you entered when making your booking. If it’s not in your Inbox or Junk folder, just call your Travel Expert who made the booking and they will sort the rest out!

I’m leaving tomorrow and want to check that the flight is leaving as scheduled, how do I do this?

The easiest way to do this is directly through the Airline’s website, in their ‘Manage my booking’ section. You’ll need to make sure you have your Airline Reference available which is located on your itinerary or found under Trips in the Flight Centre app.

However, if for some reason this isn’t working; please do not hesitate to contact your Travel Expert on 0800 24 35 44, or after business hours contact our Website Customer Support team on 0800 32 66 54 and they’ll reconfirm the details for you.

Baggage

  • For general information on airline baggage read more.
  • To confirm the baggage allowance and dimensions for your particular flight please refer to the airlines website detailed information.

I need to purchase more baggage, where can I find out what my baggage allowance is?

Go to the Airline’s website that you’re travelling with and use the Airline reference located on your itinerary to ‘manage your booking’. From there you should be able to see your baggage allowance or purchase extra if necessary. If you have any problems, you can call us on 0800 24 35 44 and we can check things over.

I travelled to Singapore for work and my company needs an invoice detailing my flight costs, how can I get one?

Please contact your Travel Expert on 0800 24 35 44 and they can arrange a copy to be sent to you.

How do I file a price drop protection claim on my Captain’s Choice add-on?

To file a claim, please send a genuine quoted airfare or email screen shot of the cheaper flights you found to the Travel Expert you booked with.
For more information, please refer to the Terms & Conditions detailed here.