Travel Information - COVID-19

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UPDATE: THURSDAY 26 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.

 

FAQs

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: What if my international booking or cruise has been cancelled? 

A: If you have paid in full you have the following options:
Your airline or travel provider e.g. tour or cruise company, may have offered you a credit with them. That credit sits with the airline or travel provider and not with Travel Associates. We can assist you in rebooking using that credit, in accordance with that airline or supplier's credit and booking Terms and Conditions when you are ready to travel.

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

If you choose to keep the full amount of your booking (less any supplier fees which can be up to 100% of the booking value) on file with Travel Associates to spend on travel at a later date, we will waive our own cancellation fees.
If you want a refund for cancellation that is forced (by the supplier), we reserve the right to charge a cancellation fee per person, as per Travel Associates' Booking Conditions. Please note that the supplier fees will also apply.
Please note that supplier cancellation terms and fees may differ and can be up to 100% of the booking value. No refunds can be issued until we have received final refunds from our suppliers.

Where you have purchased a non-refundable travel product there will be no funds to apply towards a Travel Associates credit or to receive as a refund. A supplier credit will be your only option.

We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, here is the Commerce Commission's website referencing cancellation policies within the travel and event industries.


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

A: If you choose to cancel future bookings and you have paid in full you have the following options:
Your airline or travel provider e.g. tour or cruise company, may offer you a credit with them. That credit sits with the airline or travel provider and not with Travel Associates. We can assist you in rebooking using that credit, in accordance with that airline or supplier's credit and booking Terms and Conditions when you are ready to travel.

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

If you choose to keep the full amount of your booking (less any supplier fees which can be up to 100% of the booking value) on file with Travel Associates to spend on travel at a later date, we will waive our own cancellation fees.
If you want a refund for cancellation that is voluntary (you are choosing to cancel your holiday), we reserve the right to charge a cancellation fee per person, as per Travel Associates' Booking Conditions. Please note that the supplier fees will also apply and can be up to 100% of the value of your booking.

Please note that supplier cancellation terms and fees may differ. No refunds can be issued until we have received final refunds from our suppliers.

Where you have purchased a non refundable travel product there will be no funds to apply towards a Travel Associates credit or to receive as a refund. A supplier credit will be your only option.

We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, here is the Commerce Commission's website referencing cancellation policies within the travel and event industries.

 

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.