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Store reopening update: Thursday 21 May
A few selected stores are reopening on Monday 25 May.
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.
Before you head on in, there are just a few things you need to know. Click here for more information.
Update to our cancellation policy: Saturday 2 May 2020
An update from our Managing Director
I know that many of you are frustrated that your holiday has been disrupted as suppliers have been forced to cancel their services due to border restrictions, and that you might also be experiencing financial uncertainty as a result of COVID-19.
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.
Rest assured that your Travel Expert will be in touch, in time, to let you know about your refund. You do not need to do anything at this point, we will contact you, and we ask for your patience.
What this means for our customers
This policy will be applied to any past and future bookings cancelled by a supplier due to the current pandemic.
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.
Please note that we are processing refund requests in date order so that we are treating our customers as fairly and reasonably as possible in the current circumstances. We are now re-processing refunds for past travel dates as early as March 16, 2020. Please be patient with our Travel Experts as they work through each booking and allow them time to contact you first. We reiterate that you do not need to action anything, this will be arranged for you in time.
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.
We will travel again
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.
While our decision to waive fees will cost our business significantly for the time consuming work that our people are doing, we believe it’s the right thing to do under current economic conditions where stand downs and job losses have impacted so many Kiwis, including our own people.
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.
Thank you for your continued support
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.
I would also like to take this opportunity to thank our people for their tireless work to help our customers understand the options that are available to them and in constantly working to chase refunds from our suppliers. I also ask you to be kind and considerate towards our people as they are doing everything possible at this confusing and challenging time to resolve any issues for you.
Flight Centre NZ Managing Director
Update to our cancellation policy: Friday 24 April 2020
We have been listening to your feedback on our cancellation policy and have taken all comments on board. As a result, we have limited our cancellation policy to a maximum of two passengers per booking - meaning you will not pay a Flight Centre cancellation fee on more than two passengers, regardless of how many are in your group or family booking.
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
A: The difference will be automatically applied to your refund - you do not have to action anything. Flight Centre will be in touch to confirm the final refund amount.
Q: What if I opted in for a credit initially but now I want a refund instead?
A: If you wish to do this, you can contact your Travel Expert to change your request and they will be able to help you out. However, a credit is still the best way to avoid paying fees so we would advise you to go with this option if you are able to.
Q: How long will it take to get my refund?
A: Given the huge influx of requests, and wait times from suppliers (such as airlines, hotels, tour companies, etc), our refund times are not as fast as they usually are. And unfortunately, based on advice given to us by our suppliers, the wait time for them to process your refund back to us, could take up to 12 weeks. But we want to assure you that we are working through all bookings and your travel expert will be in touch, in time, to let you know about your refund.
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.
Flight Centre NZ Managing Director