Changing your bookings
Bookings made through a travel agent
If you book through a travel agent, tour company or a third party booking website you should contact them if there is an issue with the way your flights have been booked – for example if there is not enough time between your connecting flights.
Flight cancellations, refunds and credits are usually dealt with through the travel agent.
Under the Consumer Guarantees Act, they must carry out the service they offer with reasonable care and skill.
If you want to cancel or change your flight – domestic flights
Here in New Zealand, if you need to cancel a flight, you'll normally only be entitled to a refund if you paid for a refundable fare. Some booking sites provide additional cancellation rights.
Any refund should include the optional extras you bought when you booked your flight.
If you can't get a refund, you could:
- change your flight to another date – you may have to pay extra to do this
- ask for a credit to use on a flight at another time.
If you want to cancel or change your flights – international flights
If you need to change or cancel your flight, you should do this directly with the airline or through your travel agent or booking website.
You may have to pay to make changes, depending on the type of ticket you booked. You are not entitled to a refund for a cancelled ticket unless the terms and conditions say you are.
Bookings made direct with airlines
If you booked direct and there is an issue with the airline, for example you are bumped from your flight or your luggage is lost or damaged, you should deal with the airline directly.