UPDATE: THURSDAY 16 MARCH 2020
Update for passengers with Future bookings for April, May & June 2020
Our Travel Advisers 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 Advisers 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, lots 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 Travel Associates Booking Terms & Conditions. If you hold your booking in credit or reschedule your booking there will be no Travel Associates 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 Advisers 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 advisers at home.
UPDATE: MONDAY 23 MARCH 2020
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 Advisers are still here to help. You can contact us via phone or email. Click here to find your store’s contact details.
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.
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)
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 Travel Associates, please read the below FAQs in addition to what you need to do.
Please note that the below FAQs refer to Travel Associates 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 Travel Associates store you booked your travel with. The store will be able to assist you.
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 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: Can I cancel my booking and/or cruise booking?
A: If you have paid in full you have two options:
If you choose to keep the full amount of your booking on file to spend on travel at a later date then Travel Associates will waive our own cancellation fees. However supplier cancellation fees may still apply as this is out of our control. When the time comes to rebook amendment fees may apply.
If you want a refund for cancellation that is either forced (by the supplier) or voluntary (you are choosing to cancel your holiday), we will apply our cancellation fee, as per our Terms and Conditions.
** Please note that Supplier cancellation terms and fees may differ.
*** No refunds can be issued until we have received final refunds from our suppliers.
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 Travel Associates, but not yet paid to the supplier, we can either issue you a refund, minus our Travel Associates 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: How long can my travel credit sit on file?
A: Credit expiry date is subject to supplier terms and conditions; please contact your Travel Associates Advisor to discuss your booking.
Q: Who do I contact if I have an existing booking?
A: Please only contact your Travel Advisor or click here to find a store near you.
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 Advisors are prioritising cases according to the urgency of the booking as they are currently dealing with multiple customer booking changes. Please remember that our advisors value you and your business and are working through these changes as quickly as possible.
Travel Associates is part of Flight Centre (New Zealand) Travel Group which 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.