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Covid-19 Customer Support. 

Updated 18 Aug 21

During Alert Level 4 our physical stores are closed, however our teams are working remotely. If you have travel planned we know this is a difficult and disappointing situation and you will have many questions, but we are here to help. For store contact details please click here.

We are working closely with all airlines and suppliers to understand their policies so we can provide you with up-to-date information regarding your travel booking.

Due to the volume of customer bookings affected we are currently prioritising our customers who are in transit or needing to rush home over the next 48 hours, and those with departures over the coming 7 days. 

 

FOR BOOKINGS MADE WITH A HOUSE OF TRAVEL STORE:
For customers already travelling and those that are due to travel within the next seven days please call your local store on 0800 713 715
For customers due to travel more than 7 days from now, please email your local store. For store contact details please click here.


FOR BOOKINGS MADE ONLINE AT HOUSEOFTRAVEL.CO.NZ OR MIXANDMATCH.CO.NZ:

For customers already travelling and those that are due to travel within the next seven days please call your local store on 0800 367 468
For customers due to travel more than 7 days from now, please email help@mixandmatch.co.nz.  

 

 

Travel FAQs

Here’s a guide to some of the Government information available to assist answering some of the initial questions you may have, before you speak with one of our consultants.




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.



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