Q: I am currently overseas and am concerned about how I will get home. What can I do?

A: We are currently working through all bookings in order of date of departure. If you are departing within 48 hour or would like to depart within 48 hours, the first thing you need to do is contact the Flight Centre store you booked your travel with. The store will be able to assist you.

If you have an ONLINE booking departing within 48 hours or you’d like to depart within 48 hours, please call our website support team on +61 7 3 170 7886 or call our Global Assistance team on 0800 322 774 (within NZ) or if calling from overseas, please call +61 7 3170 7850.

If you are travelling outside of 48 hours and have booked online please contact your Travel Expert you have been assigned with (their details will be in your email confirmation).


Q: Can I put my booking value towards a future credit?

A: Yes, we are happy to offer our customers the option to either rebook their travel if they know their new travel dates, alternatively, we can place the value into a credit. If you keep your money on file, we will waive our standard cancellation fee. However supplier cancellation fees may still apply as this is out of our control. When the time comes to rebook amendment fees may apply.


Q: What if my international booking or cruise has been cancelled?

A: If you have paid in full you have the following options:

Your airline or travel provider e.g. tour or cruise company, may have offered you a credit with them. That credit sits with the airline or travel provider and not with Flight Centre. We can assist you in rebooking using that credit, in accordance with that airline or supplier's credit and booking Terms and Conditions when you are ready to travel.

If you do not accept a credit with an airline or travel provider your options are:

  • If you choose to keep the full amount of your booking (less any supplier fees which can be up to 100% of the booking value) on file with Flight Centre to spend on travel at a later date, we will waive our own cancellation fees.
  • If you want a refund for cancellation that is forced (by the supplier), we will apply our standard $350 cancellation fee per person, as per Flight Centre’s Terms and Conditions. Please note that the supplier fees will also apply.

Please note that supplier cancellation terms and fees may differ and can be up to 100% of the booking value. No refunds can be issued until we have received final refunds from our suppliers.

Where you have purchased a non-refundable travel product there will be no funds to apply towards a Flight Centre credit or to receive as a refund. A supplier credit will be your only option.

We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, here is the Commerce Commission's website referencing cancellation policies within the travel and event industries.


Q: What if I elect to cancel my international booking or cruise?

A: If you choose to cancel future bookings and you have paid in full you have the following options: Your airline or travel provider e.g. tour or cruise company, may offer you a credit with them. That credit sits with the airline or travel provider and not with Flight Centre. We can assist you in rebooking using that credit, in accordance with that airline or supplier's credit and booking Terms and Conditions when you are ready to travel.

If you are not offered or do not take a credit with an airline or travel provider your options are:

  • If you choose to keep the full amount of your booking (less any supplier fees which can be up to 100% of the booking value ) on file with Flight Centre to spend on travel at a later date, we will waive our own cancellation fees.
  • If you want a refund for cancellation that is voluntary (you are choosing to cancel your holiday), we will apply our standard $350 cancellation fee per person, as per Flight Centre’s Terms and Conditions. Please note that the supplier fees will also apply and can be up to 100% of the value of your booking.

Please note that supplier cancellation terms and fees may differ. No refunds can be issued until we have received final refunds from our suppliers.

Where you have purchased a non refundable travel product there will be no funds to apply towards a Flight Centre credit or to receive as a refund. A supplier credit will be your only option.

We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, here is the Commerce Commission's website referencing cancellation policies within the travel and event industries.


Q:I’ve made a booking but only paid a deposit. What are my options?

A: If the deposit has already been paid to the supplier, we are bound by the supplier terms and refund policy. Where the deposit has been paid to Flight Centre, but not yet paid to the supplier, we can either issue you a refund, minus our Flight Centre cancellation fee; or we can hold the deposit amount on your file for use at a later date. When the time comes to rebook amendment fees may apply.

 


Q: If an unused Price Drop Protection voucher has been issued to me, what are my options?

A: If you want a refund of your cancelled booking:

The voucher cannot be exchanged for cash for refund purposes; the voucher will still be available for you to use on a future booking. Refund will be processed for the total value post the Price Drop Protection voucher applied, less our standard cancellation fee. This is also subject to Supplier cancellation conditions and fees. The Captain’s Choice Package fee will not be refunded as the benefit has already been received.

Or, iIf you want to keep the amount of your booking on file as a credit to use at a later date:

If you choose to keep the full amount of your booking on file (less any supplier fees) to spend on future travel, we will waive our Flight Centre cancellation fees.

Your travel credit on file will include the refund value of your cancelled booking post the Price Drop Protection voucher applied less any supplier fees. Your Price Drop Protection voucher will still be available for redemption as normal for use on a future booking. Amendment fees may apply at time of rebooking. The Captain’s Choice Package fee will not be refunded as the benefit has already been received.


Q: What are my options if a Price Drop Protection voucher has been issued to me and already used?

A: If you want a refund:

The refund will be processed for the total value post the Price Drop Protection voucher applied, less our standard cancellation fee. This is also subject to Supplier cancellation conditions and fees. The Captain’s Choice Package fee will not be refunded as the benefit has already been received.

Or, if you want to keep the amount of your booking on file as a credit to use at a later date:

The refund value of the cancelled booking post the Price Drop Protection being applied will be kept on file as a travel credit for a future travel booking (subject to Supplier cancellation fees). When the time comes to rebook amendment fees may apply. The Captain’s Choice Package fee will not be refunded as the benefit has already been received.


Q: How long can my travel credit sit on file?

A: Credit expiry date is subject to supplier terms and conditions; please contact your Flight Centre Travel Expert to discuss your booking.


Q: Who do I contact if I have an existing booking?

Booked in store

Please only contact your Travel Expert or click here to find a store near you. Our online support teams are not able to assist with in store bookings. Please do not call or submit an online enquiry if you have booked in store.

Booked online

If you are travelling within the next 48 hours, please call 0800 32 66 54 (within NZ) or +61 7 3 170 7886 (from overseas).

Booked online

If you are NOT travelling within the next 48 hours, please contact your Travel Expert you have been assigned with (their details will be in your email confirmation).

We’ve been busy getting our stores safe and ready for you and we’re so excited to see you again! Not all of our stores are open just yet, to see if your local Flight Centre is first to open, check here.

We, collectively, have been hearing your stories, listening to your feedback and taking it all on board.

To support you, Flight Centre NZ has made the decision to completely waive our cancellation processing fees for bookings where the supplier - usually an airline, cruise line or tour operator - has cancelled their service - and you are unable to travel as a result.

What this means for our customers

The waiver applies to Flight Centre’s own Cancellation Fees. Unfortunately we can’t waive fees or conditions that airlines and other third party suppliers impose, and nor can we control the speed at which they process and return your funds. However, our people are working closely with these suppliers to negotiate better outcomes and faster turnaround times.

Where your supplier has not yet cancelled its services, our customers can make the discretionary decision to cancel their travel, however the Flight Centre Cancellation Fees will continue to apply.

Supplier policies are changing constantly and vary widely. In many cases, they are also reasonably short-term in application. This means that if you do have longer term bookings, you may not yet have clarity around final amendment or cancellation positions and it may be in your interests to wait for further updates from the travel service provider at this time.

Many customers are, of course, choosing to postpone their holidays and leave their money in credit with the supplier for future bookings and this might be an attractive proposition for you given the benefits in doing so.

To reassure those customers who make this decision, but who may be concerned about the health of our business, we have taken concrete measures to strengthen the company's liquidity position and are well placed financially to weather a prolonged downturn in demand resulting from restrictions on travel and trading.
If you choose to keep funds on file as credit, you will have till 30 June 2021 to rebook your holiday (including travel at a later date) and you will not be subject to current supplier cancellation fees. If travel during this extended period is not possible, we will gladly refund your booking (less any applicable third party supplier fees) after that date, but free of any Flight Centre cancellation fees.

We do hope that this further step to support our customers alleviates any ongoing concerns you may have with your travel booking. The health, safety and support of our customers remains our top priority and we again thank you for your ongoing support and your feedback to our business.

Kind Regards

David Coombes

Flight Centre NZ Managing Director

We have answered some of the most commonly asked questions below. If your question falls outside of this, please reach out to your Travel Expert for clarity. We ask that you please allow time for our Travel Experts to process any requests as we are experiencing a high volume of queries, and responses are much slower as a result.

Q: My refund is still processing, but I was quoted for 3+ passengers

Q: What if I opted in for a credit initially but now I want a refund instead?

Q: How long will it take to get my refund?

An update from our Managing Director

First, I'd like to take this opportunity to say a big thanks to you for your support and understanding over recent weeks as we navigate these challenging times.

Our people have been working tirelessly to support Kiwi travellers as New Zealand responds to the impact of COVID-19. Sadly however, today we have made the difficult decision to stand down a number of our people.

This decision is directly related to the impact of the COVID-19, the Government’s imposed border controls and significantly reduced airline capacity. This means that we do not have the usual high volume of work for our teams.

As an organisation, we are committed to doing all we can to help our people during this time. Those who are stepping down remain a very important part of our whanau, and of our future – we will welcome them back with open arms when restrictions are lifted and demand for travel starts to improve.

What this means for you, is that there may be some changes to the Travel Expert or store that you normally book with. We will be in touch very soon if you have been referred to a different Travel Expert. If you would like urgent assistance with a booking, you can call us on 0800 888 747.

In making these changes, we remain committed to looking after you – both during this difficult period and beyond – and will continue to be available to you through our stores (when permitted), our website, phone and social media. You can rest assured we have enough cash to comfortably operate through a prolonged downturn and that any credits held for you are secure. You can be confident booking travel with Flight Centre.

Finally, I'd like to extend a big thank you to everyone in the Flight Centre team who have been working hard over the past few weeks to help thousands of Kiwis rearrange travel plans, and repatriate those who have been stranded overseas.

Thank you once again for your support and for your patience. We look forward to having you travelling again soon.

Kind regards

David Coombes

Flight Centre NZ Managing Director

 

Update for passengers with Future bookings for April, May & June 2020

Our Travel Experts have been working tirelessly over the past few weeks to look after all our customers. Whether that be urgently bringing them home to New Zealand, helping visitors get home or supporting customers whose future travel plans have been impacted by Covid-19 travel restrictions. We have prioritised customers in order of departure to ensure we don’t miss any bookings.

Our Travel Experts are now looking at upcoming bookings for April, May and June. They will get in touch, if they haven’t spoken to you already, to work through your options.

As you will no doubt be aware, a lot of travel suppliers including, airlines, hotels, tour operators and cruise lines, have amended their Covid-19 policies and are no longer offering full refunds and will instead allow customers to reschedule their holiday or hold a credit for a future booking.

Wherever a supplier provides us a full cancellation refund we will provide that refund to you net of our cancellation fee as per Flight Centre Booking Terms & Conditions. If you hold your booking in credit or reschedule your booking there will be no Flight Centre cancellation fee. And when the time comes to re-book your travel, amendment fees may apply.

Due to the extraordinary volume of refunds we are processing now it is taking longer than usual to get these refunds back to you. We are also unable to provide a refund to you until we have received the money back from the supplier. With supplier policies changing rapidly we need full payment confirmed prior to passing the money on to you.

As always, our Travel Experts will endeavour to find the best solution for you and look forward to supporting you with your travel plans over the coming months.

Just a reminder, whilst our shops are closed we are fully available during the Level 4 shut down. Our teams are all working remotely with phones and emails being forwarded to our experts at home.

 

Update for passengers with Future bookings for April, May & June 2020

Due to the government advice on COVID-19 today, we are temporarily closing the doors to all stores across the country until further notice.

Please know, our Travel Experts are still here to help. You can contact us via phone or email. Click here to find your store’s contact details: flightcentre.co.nz/stores

Thank you for your support, patience and kindness over this time.

 

The New Zealand Prime Minister today addressed the nation and asked that Kiwi's avoid non-essential domestic travel and that those in high risk groups including people with pre-existing illness, or those over the age of 70, limit time in public spaces.

This update is in addition to the current NZ border restrictions and regulations in place, below.

The NZ government has created a website for all COVID-19 information. Please see covid19.govt.nz for up to date, accurate information.

 

The New Zealand government is now advising that New Zealanders do not travel overseas at this time.

Countries around the world are imposing strict travel restrictions which are making for limited routes to return home again. For this reason, New Zealanders travelling overseas are urged to return home as soon as possible. For more information on government travel recommendations, visit safetravel.govt.nz.

Anyone entering New Zealand from overseas is required to self-isolate for 14 days. For more information on self-isolation, visit health.govt.nz.

Temporary Border Closure
The New Zealand government has further strengthened border restrictions, closing the border to almost all foreign travellers. Returning residents and citizens can still enter but will be required to self-isolate upon arrival.

For more information on New Zealand border restrictions, please visit immigration.govt.nz

 

We understand that this is a stressful time for our customers. Our first priority is to ensure that customers travelling to areas with advice in place are aware of the situation and we are looking at ways to re-accommodate customers. We are working closely with our suppliers to ensure that customer travel plans are rerouted or rebooked for a future date where possible. For Coronavirus travel advice please see details released by SafeTravel. If you are currently travelling or have just returned to New Zealand, please read recommendations by the New Zealand Ministry of Health. We are currently experiencing a high volume of calls and enquiry and managing only those booking departing within 48 hours, so please bear with us.


 

Frequently Asked Questions

Q: I am currently overseas and am concerned about how I will get home. What can I do?

A: We are currently working through all bookings in order of date of departure. If you are departing within 48 hour or would like to depart within 48 hours, the first thing you need to do is contact the Flight Centre store you booked your travel with. The store will be able to assist you.

If you have an ONLINE booking departing within 48 hours or you’d like to depart within 48 hours, please call our website support team on +61 7 3 170 7886 or call our Global Assistance team on 0800 322 774 (within NZ) or if calling from overseas, please call +61 7 3170 7850.

If you are travelling outside of 48 hours and have booked online please contact your Travel Expert you have been assigned with (their details will be in your email confirmation).


Q: Can I put my booking value towards a future credit?

A: Yes, we are happy to offer our customers the option to either rebook their travel if they know their new travel dates, alternatively, we can place the value into a credit. If you keep your money on file, we will waive our standard cancellation fee. However supplier cancellation fees may still apply as this is out of our control. When the time comes to rebook amendment fees may apply.


Q: What if my international booking or cruise has been cancelled?

A: If you have paid in full you have the following options:

Your airline or travel provider e.g. tour or cruise company may have offered you credit with them. That credit sits with the airline or travel provider and not with Flight Centre. We can assist you in rebooking using that credit, in accordance with that airline or supplier's credit and booking Terms and Conditions when you are ready to travel.

Your options are:

  • If you choose to keep the full amount of your booking (less any supplier fees which can be up to 100% of the booking value) on file with the supplier to spend on travel prior to , we will waive our own cancellation fees. You would have until 30 June 2021 to rebook (and travel at a later date). If you still are not able to rebook by this time, we will issue a refund for you (less any supplier fees) and we will still waive our own cancellation fees.
  • If you want a refund for cancellation that is forced (by the supplier), we will waive our own cancellation fees.

Please note that supplier cancellation terms and fees may differ and can be up to 100% of the booking value. No refunds can be issued until we have received final refunds from our suppliers.
We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, here is the Commerce Commission's website referencing cancellation policies within the travel and event industries


Q: What if I elect to cancel my international booking or cruise?

A: If you choose to cancel future bookings and you have paid in full you have the following options: Your airline or travel provider e.g. tour or cruise company, may offer you a credit with them. That credit sits with the airline or travel provider and not with Flight Centre. We can assist you in rebooking using that credit, in accordance with that airline or supplier's credit and booking Terms and Conditions when you are ready to travel.

If you are not offered or do not take a credit with an airline or travel provider your options are:

  • If you choose to keep the full amount of your booking (less any supplier fees which can be up to 100% of the booking value ) on file with Flight Centre to spend on travel at a later date, we will waive our own cancellation fees.
  • If you want a refund for cancellation that is voluntary (you are choosing to cancel your holiday), we will apply our standard $75 fee per person for domestic or trans-Tasman bookings or $350 fee per person for international bookings, as per Flight Centre’s Terms and Conditions. Please note that the supplier fees will also apply and can be up to 100% of the value of your booking.

Please note that supplier cancellation terms and fees may differ. No refunds can be issued until we have received final refunds from our suppliers.

Where you have purchased a non refundable travel product there will be no funds to apply towards a Flight Centre credit or to receive as a refund. A supplier credit will be your only option.

We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, here is the Commerce Commission's website referencing cancellation policies within the travel and event industries.


Q:I’ve made a booking but only paid a deposit. What are my options?

A: If the deposit has already been paid to the supplier, we are bound by the supplier terms and refund policy. Where the deposit has been paid to Flight Centre, but not yet paid to the supplier, we can either issue you a refund, minus our Flight Centre cancellation fee; or we can hold the deposit amount on your file for use at a later date. When the time comes to rebook amendment fees may apply.

 


Q: If an unused Price Drop Protection voucher has been issued to me, what are my options?

A: If you want a refund of your cancelled booking:

The voucher cannot be exchanged for cash for refund purposes; the voucher will still be available for you to use on a future booking. Refund will be processed for the total value post the Price Drop Protection voucher applied, less our standard cancellation fee. This is also subject to Supplier cancellation conditions and fees. The Captain’s Choice Package fee will not be refunded as the benefit has already been received.

Or, iIf you want to keep the amount of your booking on file as a credit to use at a later date:

If you choose to keep the full amount of your booking on file (less any supplier fees) to spend on future travel, we will waive our Flight Centre cancellation fees.

Your travel credit on file will include the refund value of your cancelled booking post the Price Drop Protection voucher applied less any supplier fees. Your Price Drop Protection voucher will still be available for redemption as normal for use on a future booking. Amendment fees may apply at time of rebooking. The Captain’s Choice Package fee will not be refunded as the benefit has already been received.


Q: What are my options if a Price Drop Protection voucher has been issued to me and already used?

A: If you want a refund:

The refund will be processed for the total value post the Price Drop Protection voucher applied, less our standard cancellation fee. This is also subject to Supplier cancellation conditions and fees. The Captain’s Choice Package fee will not be refunded as the benefit has already been received.

Or, if you want to keep the amount of your booking on file as a credit to use at a later date:

The refund value of the cancelled booking post the Price Drop Protection being applied will be kept on file as a travel credit for a future travel booking (subject to Supplier cancellation fees). When the time comes to rebook amendment fees may apply. The Captain’s Choice Package fee will not be refunded as the benefit has already been received.


Q: How long can my travel credit sit on file?

A: Credit expiry date is subject to supplier terms and conditions; please contact your Flight Centre Travel Expert to discuss your booking.


Q: Who do I contact if I have an existing booking?

Booked in store

Please only contact your Travel Expert or click here to find a store near you. Our online support teams are not able to assist with in store bookings. Please do not call or submit an online enquiry if you have booked in store.

Booked online

If you are travelling within the next 48 hours, please call 0800 32 66 54 (within NZ) or +61 7 3 170 7886 (from overseas).

Booked online

If you are NOT travelling within the next 48 hours, please contact your Travel Expert you have been assigned with (their details will be in your email confirmation).