Customer Support

Latest Update - 12 August 2020

You no doubt will have seen the news that Auckland is entering back into Alert Level 3, and the rest of New Zealand to Alert Level 2, today (12 Aug). Due to this announcement, we have made the decision to physically close our stores until Saturday (15 Aug), but our virtual doors will remain open.
 
If you have a domestic booking where your travel date is within the next three days, travelling into or out of Auckland, a Travel Expert will be in touch to assist you.
 
As always, our Travel Experts are available for you to contact via email and phone. Find your store's contact details here
 

A message to our customers

We know how much you were looking forward to your overseas adventure and we are so sorry if you have not received our usual level of service. Please know that we are working hard to look after all of our customers through this difficult time.

Our first priority is that our customers are safe - that means making an informed decision before you travel. For up to date official travel advice please see details released by SafeTravel. If you are currently travelling, planning to travel or have just returned to New Zealand, please read recommendations by the New Zealand Ministry of Health.

Frequently Asked Questions

Q: I am currently overseas and am concerned about how I will get home because of Covid-19. What can I do?

A: Currently, New Zealand is only accepting NZ citizens, permanent residents and residents into the country. If you meet the requirements of entry and would like to book travel, please contact one of our Travel Experts on 0800 24 35 44.

Q: What if my international booking has been cancelled by the airline or travel provider?

A: There are multiple options, the main scenarios are as follows:

1) I’ve made a booking but only paid a deposit.

If the deposit has already been paid to the travel provider, we are bound by their terms & conditions and refund policy. Where the deposit has been paid to Flight Centre, and held by Flight Centre, we can either issue you a refund; or we can hold the deposit amount on your file for use at a later date. At the time of rebooking, we will requote the holiday for you.

2) I’ve paid in full for my entire booking, and a credit has been offered by the airline or travel provider.

Your credit is held with the airline or travel provider, but is required to be rebooked with Flight Centre. We will assist you in rebooking using that credit in accordance with that airline or travel provider’s credit and booking terms and conditions, when you are ready to travel. At the time of rebooking, we will requote the holiday for you.

3) I’ve paid in full for my entire booking, and a refund has been offered by the airline or travel provider.

Your refund will be processed by the airline or travel provider, and returned to you once received by Flight Centre.  No refunds can be issued until we have received final funds from our airline or travel provider. Please contact one of our Travel Experts to confirm any travel provider or Flight Centre cancellation fees that may apply. Note that travel provider cancellation terms and conditions and fees may differ and can be up to 100% of the booking value.

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

A: If you choose to voluntarily cancel future bookings and you have paid either deposit or in full you have the following options:

You may be eligible for credit with the airline or travel provider. This credit is required to be rebooked with Flight Centre. We will assist you in rebooking using that credit in accordance with that airline or travel provider’s credit and booking terms and conditions, when you are ready to travel. At the time of rebooking, we will requote the holiday for you.

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

Some bookings are non-refundable however you may be eligible for a full or partial refund. Please contact one of our Travel Experts to query your eligibility and confirm any travel provider or Flight Centre cancellation fees that may apply. Any applicable refund will be processed by the airline or travel provider, and returned to you once received by Flight Centre.  No refunds can be issued until we have received final funds from the airline or travel provider. Note that travel provider cancellation terms and conditions and fees may differ and can be up to 100% of the booking value.

Q: How long is my credit valid for?

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

Q: When will I get my refund?

A: Given the volume of refunds our airlines and travel providers are dealing with globally, refund processing can take up to 12 months.  Flight Centre is constantly communicating with travel providers to understand their expected timeframes.

Q: How will I get my refund?

A: Your refund will be returned to you via the same payment method as you originally paid.

Q: How does a Price Drop Protection claim affect my refund?

The voucher cannot be exchanged for cash for refund purposes; the voucher will still be available for you to use on a future booking. Any applicable refund will be calculated based on the Price Drop Protection airfare cost. See above questions for clarification on refunds.

The Captain’s Choice Package fee will not be refunded as the benefit has already been received.

Q: Who do I contact for assistance with my existing booking?

Booked with a Travel Expert

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).
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).

Visiting us in store

Safety first

Your safety is our number one priority. If you’re feeling under the weather, please stay at home and contact us remotely instead..

Contact Tracing

Before entering the store, we recommend you log your visit with the government Covid-19 mobile app. This will help us to adhere to government contact tracing guidelines for COVID-19 securely.

Book in to see us

We’re taking appointments! If you’d like to see a Travel Expert in person, avoid the crowds and email us to secure a spot in advance.

And don’t forget, our virtual doors are always open. You can call or email us at any time from the comfort of your home. Find contact details for your local Flight Centre here.

Stores not opened just yet:

Flight Centre Queen St: Temporarily closed - contactable via phone and email

Flight Centre Auckland Airport: Temporarily closed - contactable via phone and email

Contact us so we can help you!

Planning the best flight path
Find a store
Securing the hottest deal right now
Call 0800 24 35 44