18 May 2020

Our most important point of difference has always been our exceptional travel brokers who are mobile and work from home. This means that your broker has continued to work tirelessly, from when this first began to impact international travel, right through to now, trying to help you in any way they can.

Unfortunately, as this affects all aspects of all travel, there has been a significant number of clients whose plans have been impacted, and as such we are prioritising clients based on date of departure, in order to make sure we have addressed those in urgent need and as to not miss any bookings.

This is an unprecedented time we are in and our main concern is making sure that our team and you, our clients, are kept safe!


What To Do If You Already Have Travel Booked
Each one of our brokers is doing all they can to help each of their clients, but to help them do this accurately and efficiently, please follow the below:

If you are travelling within the next 7 days
Contact your broker via phone, if they haven’t already been in touch.
You can find an alphabetical list of all our brokers here, click their name and it will take you to their contact details.

If you are travelling within the next 4 weeks or beyond
Please email your broker if they haven’t already been in touch. Please put your name and date of travel in the subject line, this will help your broker to prioritise your trip.
Please don’t be concerned if they do not respond immediately or within the same day.


Working With Suppliers
We are working closely with our suppliers, to get the best possible outcomes for all our customers and will update you on this as we progress. As you will no doubt be aware, a lot of travel suppliers including, airlines, hotels, tour operators and cruise lines, have released special COVID-19 policies as a result of the government restrictions and are allowing customers to reschedule their holiday to a later date or hold the value of the tickets/accommodation/tour/cruise in credit for a future booking.

Every supplier is different, and is operating under different terms and conditions, your broker will let you know the specific options that are available to you.

Due to the volume of refunds being processed by airlines and other suppliers, it is taking longer than normal to receive refunds. We are unable to provide a refund to you until we have received the money back from the supplier.

Please remember that NZ Travel Brokers, and all our brokers, are TAANZ Bonded and must meet a strict set of financial standards that non-ATA partners do not. Accredited Travel Advisors, like our brokers, are committed to looking after you before departure and beyond.


Still Overseas?
The NZ Government website Safe Travel has released the following statement:
We recognise that not all New Zealanders who want to return home are able to do so. New Zealanders who cannot return home for the time being should take steps to stay safely where they are.

The Government is committed to helping New Zealanders overseas where we can. But the international situation is complex and changing quickly, and some things are out of our control. Assisted departure flights should not be relied upon to get home.

If you are overseas right now and have not registered your location with Safe Travel, please do so here.


Should I Cancel My Future Travel?
As above, different suppliers have different policies in regard to cancellations and disruptions caused by COVID-19.
Many of our clients are adopting a ‘wait and see’ attitude for the time being, as long as no deposits or cancellation dates are upcoming. Your broker will always provide you with the relevant and up to date information to help you make an informed decision about your plans.


Find The Latest Information:
NZ Government SafeTravel – https://www.safetravel.govt.nz/
NZ Government Unite Against COVID-19 – https://covid19.govt.nz/