House of Travel

FAQ - Airline Information

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• What are Permitted and Prohibited Items?

  Prohibited items are weapons, explosives, incendiaries, and items that are seemingly harmless but may be used as weapons - the so-called 'dual-use' items. Please contact us if you are unsure whether an item is prohibited.

• What is my baggage allowance?

  Baggage allowances can vary by airline and destination. Here is a guide to standard allowances (to confirm allowances for your flight booked, please refer to your ticket or contact the airline you are flying with)
  Cabin baggage: The following items CANNOT be carried in your hand baggage: Toy or replica guns (plastic or metal) Catapults. If there is a medical reason that passengers need to inject themselves during the flight (e.g. diabetics) they are permitted to carry syringes in the cabin. They may be asked to produce medical evidence when they check in or at the security screenings (a doctors letter will suffice). This should be kept with them at all times.
  
  Checked in baggage allowance: The standard allowance is 20kg per bag however if you fly via the US, airlines will usually allow you up to 48kg (two 24kg bags). Please check the weight of your baggage before you leave home.

• At what age is an air passenger considered an infant / child?

  For the majority of airlines on the child's 12th birthday, they travel as an adult.
  Child: 2-11 years for the full travel period
  Infant: 0-1 years for the full travel period. Infants are not allocated a seat and must travel on an adults lap.
  

• Can I book any airline?

  You can book any airline that flies within New Zealand, Australia, the South Pacific and over 40 destinations throughout the world.

• Can I reserve particular seats for my flight?

  We can make a seat allocation request with the airline, but we cannot guarantee this allocation will be confirmed. Enter your seat request in the 'Additional Notes' box where you fill in your traveler details on the review page

• Do I get a meal on the plane when flying domestic?

  Domestic carriers in New Zealand no longer offer meals on domestic flights. On some services you may be provided with a light snack and tea or coffee.

• Do I get a meal on the plane when flying overseas?

  Some airlines offer a full service with meals, other airlines have food and beverages available for purchase.

• How can I view airline schedules and availability?

  To do this you need to perform a search for certain dates to and from specific airports. To view the tutorial on how to start a search please click here

• 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.

• What do I need to know if I am a traveller with a disability or medical condition?

  If you have special requirements or children that need to travel alone, then please contact one of our outlets who will be able to ensure you receive the right information and fare for your circumstances.

• Why can the number of infants not exceed the number of adults in a booking?

  Please note that it is an airline requirement that each infant is accompanied by one adult. The number of infants therefore cannot exceed the number of adults in a booking.

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

  No, you will not be charged.

• 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.

• How can I determine when airline sales fares are available?

  There are two ways to keep up to date with airfare specials. You can check the 'Great Airfares' section on our home page (click here to view a tutorial), alternatively if you sign up to our email newsletter (click here to register for our email newsletter) we will send travel deals straight to your inbox

• What is the minimum age for adult children flying with younger children?

  Children (0-12 years old) must travel with an Adult 18yrs old or over