FAQ - Tickets, Itineraries & Documentation

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• How do I know which terminal I am flying from?

  The terminal information will also be detailed on your itinerary.

• What do I need to take to the airport with me?

  This depends on where you are flying to, click here to find out what to do before you leave

• What identification is needed when checking in at the airport?

  For domestic flights your e-ticket reference number, valid New Zealand photo identification.
  For international flights your e-ticket reference number, passport and correct visas if required.

• I have not received a booking confirmation email or/ and tax invoice?

  If you are using a company PC, check that their internal network firewall does allow mail to your email account. Following this call us on 0800 367 468 and we will re-send an itinerary to you. The itinerary also doubles as a tax invoice.

• Where can I find the GST portion on my booking?

  You can find the GST information on the itinerary that is emailed to you, at the top of the first page

• 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 do I transfer the tickets to another name?

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

• 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.

• 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.

• What can I do if I can't remember my reference number?

  Contact us on 0800 367 468 and we can retrieve your reservation using other details for you.

• What if my tickets are lost or stolen?

  Contact one of our outlets or call us on 0800 367 468 immediately

• How do I know if Im getting an e-ticket?

  Please refer to your itinerary which we emailed you, this states if the flight has been Electronically Ticketed (most are), or if other arrangements are required. If this is the case, you will be contacted by House of Travel within 7 days.

• Can I collect tickets from the airport?

  The airlines have mandated that the majority of tickets are now issued as Electronic Tickets, and as such, collection of documentation at the airport is not usually required. You will be contacted by House of Travel if your ticket is not an ET.

• Can I review my booking information?

  Please refer to the itinerary that was emailed to you. If you need the itinerary re-sent please contact one of our outlets or call us on 0800 367 468

• Do I need to keep the booking reference and take it with me when I travel?

  We recommend that you carry the itinerary confirmation at all times when you travel. The booking reference is only useful until you receive the itinerary and it alone will not be suitable to use when travelling for checking in as it is a House of Travel reference only.

• How do I get my itinerary?

  After you have made a booking your itinerary is sent to your email address. If you have deleted the itinerary and want it to be re-sent to please contact your chosen outlet or call us on 0800-367-468.

• How do I travel with an e-ticket?

  E-ticketing is an extremely convenient way of travelling because it confirms your air ticket purchase without the need for a hard-copy record. The airline you are flying with stores all the ticket data on its own computer, which means there is no ticket for you to collect and - more importantly - no ticket for you to lose. With an e-ticket, all you need to do is go straight to the check-in desk with the e-ticket and some official New Zealand photo identification or passport when travelling internationally.

• I don't have a printer, can you fax me my itinerary?

  Send us an email requesting your itinerary to be faxed, alternatively contact the outlet you selected when making the booking

• I need my itinerary re-sent to me, can you help?

  Contact the House of Travel outlet you chose in the booking or call us on 0800367468

• I put my email address in wrong, what do I do?

  Ring us on 0800 367 468 and we will resend your e-itinerary to the correct email address

• What are e-tickets?

  Electronic tickets, or e-tickets, now offered by all major airlines, allow you to travel without a paper ticket, eliminating the worry of leaving your tickets behind. An e-ticket confirms your airline ticket purchase without requiring a paper record; the only record of an e-ticket sale is in electronic form in the airlines computer system. When you buy e-tickets through houseoftravel.co.nz, you'll receive a confirmation of your purchase via e-mail.

• What do I do if Ive lost my booking reference number?

  Dont worry, shortly after completing your booking an email will be sent to you with your itinerary and travel details, including the booking reference, plus the House of Travel outlet you have selected will also receive a copy of your booking. If you need this to be re-sent to you send us an email

• What do I need to do if I've been issued with an e-ticket?

  Ticketless travel is now a mandatory requirement from all airlines. All you need to do is bring your booking reference to the check-in desk as well photo identification for domestic travel and the relevant visas/passports or international travel. Print out your email confirmation, or the confirmation booking page, and bring it with you.

• What documents are needed to pass through a Security Checkpoint?

  You will need Identification and at most airports, a boarding pass to pass through a Security Checkpoint.

• What if I dont receive the itinerary via email?

  If you do not receive your itineraryafter completing your booking, then please contact us on 0800 367 468. You will need to be the person who made the booking and provide details such as name, destination and departure cities and when you made the booking. If you need a replacement copy of your itinerary please contact us on the above number.

• What if there is a mistake in my confirmation?

  Please contact the outlet you asscociated the booking with or call us on 0800 367 468 immediately so we can rectify it as best we can

• What should I do if there is a problem with my tickets?

  Please contact the outlet you asscociated the booking with or call us on 0800 367 468 immediately so we can rectify it as best we can

• Will I get a paper ticket for my air travel?

  Effective 01 June 2008, all airlines have mandated that all tickets must be issued Electronically. There are some exceptional circumstances where this is not possible, if this applies to your booking you will be contacted by House of Travel.

• Will I receive travel documents?

  Your ticket is an electronic ticket therefore you will not receive any documents other than the booking confirmation, which will include your booking reference numbers.