We appreciate this is a challenging time for our customers. And we want to assist as much as we possibly can by keeping you up to date. Our supplier’s terms and conditions vary, so please contact your local store for specific details.
Q: I'm currently overseas and trying to get back to New Zealand. What can I do?
A: With the recent border closures, New Zealand is open only to New Zealand citizens and residents. We’d love to help you get back onto home soil, so please contact your local store
. If you’ve booked flights online, please call +64 9 950 7860 or email firstname.lastname@example.org.
Q: I have a booking which is departing in the next 72 hours. What can I do?
A: These bookings are priority, so we’ll work with you ASAP. Please call your local store on 0800 75 87 87 or email your local store. If you’ve booked flights online, please call 0800 43 55 66 during business hours or email email@example.com.
Q: I have a booking which in departing in more than 72 hours. What can I do?
A: Your booking is still our priority, however to manage the high volume of enquires we’re receiving, please email your local store and we’ll get in touch as soon as we can. If you’ve booked flights online, please call 0800 43 55 66 or email firstname.lastname@example.org.
Q: Will my travel in May, June or July be affected?
A: At this stage, we are working with the information that is provided by New Zealand customs and immigration officials, as well as other global government communications. Our suppliers are constantly making announcements and updating schedules, which we continue to monitor. If your booking is affected by change, we will be in touch. Meanwhile you can retain your booking if you wish, and if circumstances change we can either rebook or arrange future credits and/or a refund -depending on the circumstances and guidelines supplied to us by airlines, cruise and tour companies.
Q: Should I cancel my holiday for August or September onwards?
Many of our customers are adopting a ‘wait and see’ stance for future travel. We will always provide you the latest travel advisories to ensure you are fully informed as you make these decisions.
Q: Can I cancel my booking and get a credit or refund?
Most of our airline suppliers, cruise and tour companies offer a credit for cancellations which are within certain booking and travel periods. Different airline, cruise and land tour supplier terms and conditions apply for refund or credit options. Please get in touch with your local store to learn more about what options are available to you.
Q: I’ve made a booking but only paid a deposit. What options are available to me?
This depends on the airline, cruise or tour company so just contact us for the latest information relevant to you booking.
Q: If I opt for a travel credit, how long do I have to use that credit?
These vary by airline, cruise or tour company and are changing by the day so please just contact us for the latest information.