House of Travel logo

Covid-19 Travel Advisory

Following the Government announcement regarding Covid-19 related travel restrictions on Saturday 14 March we are currently experiencing very high levels of enquiry. This means we are currently needing to prioritise enquiry from customers based on the date of departure.

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 this decision and other 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.


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:

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

If you have a House of Travel insurance policy with Allianz, then please be aware that:

  • Allianz will continue to accept claims for medical only costs in the event that you contract Covid-19 whilst travelling overseas. This cover will not change for existing policy holders. 
  • It is unlikely that Allianz will look favourably on any claims that are submitted for Covid-19 related cancellation costs, amendments fees or additional costs.
  • Despite the New Zealand government advising against non-essential travel, Allianz will continue to provide cover to customers travelling, as per the current terms and conditions of your policy. China and Iran are excluded from this as the New Zealand government has a “Do not travel” warning to these destinations (correct as of 16 March 2020).

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.

Sign up for House of Travel emails: