FAQ - Booking Cancellations & Amendments

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• If I don't agree to schedule changes made to my itinerary, can I use the ticket at a later date?

  Generally No. If you have been subjected to a major schedule change of over 12 hours, you will have the option of changing your flight dates, where possible, or cancelling your booking with a full refund, which could be used to book alternative flights.

• Once I accept a schedule change from the airline on an itinerary can I change my mind?

  No, you are not able to change your mind. At the time the schedule change is made you will be given alternatives but these will not be offered once the initial change is accepted by the airline.

• Can I receive a refund of taxes on my non-refundable ticket?

  Yes. For international bookings you can claim back the cost of the taxes. Contact one of our outlets or call us on 0800 367 468 if you need to claim back your taxes. Please note this process can take the airline up to six weeks.

• How can I cancel / change my ticket / flight?

  You can cancel your reservation by calling us on 0800 367 468 or by visiting the House of Travel outlet you associated the booking with

• How can I find out the status of my refund enquiry?

  Please contact one of our outlets or call us on 0800 367 468 and we wil be able to give you an update.

• How can I get the date of travel changed?

  Generally all tickets are issued on a non-refundable/ non-endorsable basis unless otherwise stated. However changes, if permitted, will incur a fee. Call us on 0800 367 468 to change any dates.

• How do I transfer the tickets to another name?

  All flight tickets are sold on a non-transferable basis therefore you cannot change the name.

• I have requested a refund. How long does it take to process?

  Refunds typically take 6-8 weeks as they are processed by the airlines.

• If I cancel my booking what fees apply?

  Airfare bookings - a House of Travel cancellation fee of $25 per person per one way flight will be charged in addition to supplier and airline fees. For full details of cancellations please refer to the Airfares Rules which are detailed on your itinerary and also in the search results. Alternatively contact your nominated House of Travel outlet House of Travel Outlet.
  Land arrangements (Accommodation, Transfers, Sightseeing etc...) - a land arrangement cancellation fee of $125 per booking will be charged in addition to any land supplier fees. Any hotel or apartment cancelled less than 28 days prior to arrival is not eligible for a refund. Any airport transfer cancelled less than 7 days prior to arrival is not eligible for a refund. If for any reason you do need to cancel please contact your nominated House of Travel outlet as soon as possible so we can advise suppliers and keep costs to a minimum. No refunds can be provided if you fail to show up for flights or booked land arrangements.
  

• If I want to amend/change/alter my booking what fees apply?

  Airfare bookings - any changes after booking will incur an amendment fee of $25 per person per one way flight, in addition to supplier and airline fees. Airline tickets are non-transferable and so are not able to be transferred into another persons name. However if you have made an error when entering the passenger name details whilst making a booking on the website this error may be able to be corrected. Fees for this vary according to each airline. Whilst some tickets have specific maximum validity, no airline ticket is ever valid for more than 12 months from the date of original issue. Re-issue, amendment and upgrade conditions must be completed within the 12 months from the date of original issue.
  Land arrangements (Accommodation, Transfers. Sightseeing etc...) - a land arrangement amendment fee of $65 per booking will be charged in addition to any land supplier fees.

• If the airline makes a schedule change on my reservation do I have to pay anything extra?

  No, you will not be charged.

• My name is spelt incorrectly on my ticket

  An amendment fee may apply although charges can vary depending on the fare type and/or airline, call us on 0800 367 468 and we will help sort this out for you.

• What are my options if I don't like the changes the airline made to my reservations?

  From time to time, airlines have to amend their routes, schedules or flight numbers for operational reasons. Where this is the case, we will endeavour to notify you of any changes prior to your departure date. Most schedule changes have only a minor impact, if any. However, if you have concerns regarding the impact of a change on your other travel arrangements (e.g. connecting flights etc) please contact one of our outlets to discuss your options. A major change to your flight arrangements is classed as a change of more than 12 hours to your departure time, or a change of departure airport. In the event of a major schedule change, if a suitable alternative is available, we will offer it to you. Failing this, you will be offered the chance of accepting the change or cancelling with a full refund.

• Who do I contact to get my tickets date amended while I'm abroad?

  We recommend either contacting the airline locally, or contacting House of Travel in New Zealand on 0800 367 468.

• Can I change what's in a HOT Deal travel package?

  This depends on the deal selected, some deals have specific airlines and hotels where other deals offer mulitple hotel options. However we can always create a custom package to suit your needs, just email us with the details. You ultimately determine what's included in your package.

• What happens when I book connecting flights separately?

  If making separate purchases of flights and/or accommodation on www.houseoftravel.co.nz for the same trip, no liability can be accepted for schedule changes, cancellations, voluntary or involuntary date amendments on one of the bookings which may then impact the suitability of the second booking. Where changes are then required to the second booking, normal amendment and/or cancellation penalties will apply.