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UPDATE:  THURSDAY 9 April 2020

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:  THURSDAY 26 MARCH 2020

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: MONDAY 23 MARCH

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.

 

UPDATE:  SATURDAY 21 MARCH 2020

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.

 

UPDATE:  THURSDAY 19 MARCH 2020

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.

 


Message for existing customers

If you are currently travelling and being impacted by travel restrictions, or you are due to travel, and have booked with Flight Centre, please read the below FAQs in addition to what you need to do.

FAQs

Please note that the below FAQs refer to Flight Centre’s own change and cancellation policy. Supplier fees and terms may also apply. Please refer to the Supplier website for the most up to date information.

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).

Call Wait Times

We know that you are experiencing extremely long wait times when trying to call us. We understand how frustrating this is when you are urgently looking for answers, however due to the number of calls we are asking online customers to please only call if you are travelling within the next 48 hours.

Our Travel Experts are prioritising cases according to the urgency of the booking as they are currently dealing with multiple customer booking changes. Please remember that our experts value you and your business and are working through these changes as quickly as possible.

Flight Centre is New Zealand’s biggest travel company. We have supported our customers through similarly difficult situations before, and will continue to do so in the future. We are here to make sure that you and your family are safe in any travel plans and we will of course be here for you when you are ready to travel again.

For our full booking terms and conditions please click here.