Travel Information - COVID-19

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A Message to our Customers


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 https://www.safetravel.govt.nz

If you are currently travelling or have just returned to New Zealand, please read recommendations by the New Zealand Ministry of Health (https://www.health.govt.nz)

FAQs

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 Advisers on 0800 482 776.

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 Travel Associates, and held by Travel Associates, 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 Travel Associates. 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 Travel Associates.  No refunds can be issued until we have received final funds from our airline or travel provider. Please contact one of our Travel Advisers to confirm any travel provider or Travel Associates 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 Travel Associates. 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:

Please contact one of our Travel Advisers to query your eligibility to retain any credit and confirm any travel provider or Travel Associates cancellation fees that may apply. Any applicable credit will be processed by the airline or travel provider, and returned to you once received by Travel Associates.  No credits 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 Travel Associates Travel Adviser 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.  Travel Associates 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.


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 Adviser 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 Travel Associates here.