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Covid-19 Customer Support. 



Booking Enquiries

We are very conscious that this is an upsetting and concerning time for our customers and understand you would like to clarify what this may mean for you and your plans as soon as possible. Please be assured that we are reviewing all of our bookings to identify which customers have been impacted by travel restrictions that have been put in place, including supplier cancellations and external government restrictions and we will be in contact with you as soon as possible. 



• If your planned travel is within the next 48 hours then please call your local store on 0800 713 715, or use our booking enquiry form to discuss what this may mean for your plans.
If you booked your flights on our website then please call: 0800 367 468

 
• If your planned travel dates are not in the next 48 hours but within the next 7 days then please use our booking enquiry form or call us on 0800 713 715 during normal business hours.
If you booked your flights on our website then please see our Mix & Match advisory page and complete the booking change form.
We will respond as soon as possible to your enquiry, you should expect a response within the next business day of the enquiry being sent.

 
• If your planned travel dates are more than 7 days away please use our booking enquiry form or call us during normal business hours.
If you booked your flights on our website then please see our Mix & Match advisory page and complete the booking change form. 
We will respond as soon as possible to your enquiry, you should expect a response within the next two business days of the enquiry being sent.
 

We are working closely with our suppliers, including airlines and insurance, to get the best possible outcomes for our customers and will update you on this as we progress. 
We apologise for any delays experienced during this time, it may take a little longer than normal but we are here to support you all through these challenging circumstances.


Refunds

Due to the volume of refunds worldwide, many suppliers are processing refunds in departure date order, not in the order of when the refund was requested. 

Having said this, if your travel was for earlier in the year please be aware we are still awaiting refunds from suppliers for customers who had travel scheduled for late February and early March and we have been advised delays of more than 8 weeks should be expected. 

Please rest assured, we are doing everything possible to obtain your refund as quickly as possible and we are working closely with the Travel Agents’ Association of New Zealand (TAANZ) to help expediate this. In the meantime, TAANZ have also published guidance for customers on the delay in supplier refunds which can be found here

We do understand the time taken for refunds is unusually lengthy and may be causing you frustration, but we can ensure you, as soon as we receive your refund from suppliers, we will be in touch to arrange the return of your funds. 



Travel Advisories

We follow the travel advisories issued by the Ministry of Foreign Affairs and Trade which are published on their website: www.safetravel.govt.nz.

If you would like information on what is expected as a traveller being required to self-isolate please click here for advice from the Ministry of Health.

Currently there is a travel advisory of ‘do not travel’ due to the outbreak of novel coronavirus and the associated health risks and travel restrictions".  For any enquiries please call us on 0800 713 715 or contact your local store.

For health information, travellers are recommended to read the information provided on the New Zealand Ministry of Health website. Full travel advice on SafeTravel can also be found here. Further information is available on the websites of WHO and the Centers for Disease Control and Prevention.



Travel insurance

House of Travel cares about our customers and we want to ensure that you are aware that, given the Covid-19 virus is a known risk, our travel insurance partner, Allianz Partners, has determined that the following now applies:

• For all policies issued prior to 01 May 2020, or where the policy is a deferment of a previous policy issued prior to 01 May 2020, Allianz Partners will consider any claims submitted for any medical costs & associate costs incurred while travelling due to Covid-19. Outside of medical costs & associated medical costs, as provided in the policy wording, there is no cover for costs, loss or damages caused by, or in any way connected with, the Covid-19 outbreak.  

• For new policies issued between 01 May – 01 Dec 2020, there is no cover for costs, loss or damages caused by, or in any way connected with, the Covid-19 outbreak.

• For new policies issued from 02 Dec 2020, Pandemic/Epidemic cover has been included and all details of this are in the V4 of the House of Travel Policy Brochure. All other claims, not connected in any way to the Covid-19 outbreak, will be considered as per the terms and conditions, benefits and exclusions outlined in your insurance policy.

Please click here if you wish to view the latest Travel Advisory from Allianz

 

Border Restrictions

For information on countries and territories which have COVID-19 related border restrictions affecting foreign nationals, including travellers in transit, please check the International Air Transport Association (IATA) website. IATA provides a comprehensive list of all countries and territories that have imposed COVID-19 related border restrictions and is being continually updated.

 

Postponement of the Tokyo 2020 Olympic Games until 2021

If you have booked airfares and additional travel arrangements through New Zealand Olympic Travel, they will be in touch with you individually to discuss your options. As the Air New Zealand flights in July and August have not been cancelled or impacted by Air New Zealand’s schedule disruptions yet, we do strongly recommend you wait to be contacted by your travel consultant, as flexible policies on flight changes and/or credit for airfares may be released closer to the dates of travel.




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