Terms & Conditions

Please read the following “Booking Terms and Conditions” carefully, as they contain important information about your legal rights, remedies and obligations. You must not make any booking unless you understand and agree with the following Booking Terms and Conditions.

References to “Flight Experts”, “us”, “we” and/or “our” in these Booking Terms and Conditions shall mean Flight Experts and/or Flight Fare Experts Travel Group. References to “you” and “your”, in these Booking Terms and Conditions shall mean the customer.

General Booking Terms

Booking Agreement: By making a booking with Flight Experts NZ, you confirm that you understand and agree to these terms and conditions, including all details related to travel dates, passenger names, and other booking information.

Applicability: These terms apply to all bookings made with us, whether online via our website, by phone, email or in person.

Booking Authority: The person making the booking acts on behalf of all travelers named in the booking and binds them to these terms and conditions. In cases where your tickets are booked by someone else, we rely on their authority to act for you.

Check-in: All passengers must check in at the airport at least three hours prior to scheduled departure.

Passports, Visas & Travel Documents

Your Responsibility: It is your sole responsibility to ensure you have all necessary travel documents, including valid passports and visas. Flight Experts NZ is not liable for any visa-related issues or claims.

Passport Validity: Your passport must be valid for travel, and most countries require at least six months of validity from your return date. We do not verify passport validity but may request a copy for name verification purposes only.

Other Documents: You must arrange all valid travel documents before your travel commences. Any fines, penalties, or expenditures incurred because documents do not meet the requirements of government authorities will be your sole responsibility. For specific requirements, please contact the relevant embassy, consulate, or immigration adviser.

Travel to Specific Destinations

• USA/Canada: If traveling to the United States, a valid ESTA (or visa) is required for NZ passport holders. For Canada, a valid eTA (or visa) is required. You may not be eligible for an ESTA or eTA and may require a visa.
• United Kingdom: As of 8 January 2025, New Zealand passport holders will require a valid Electronic Travel Authorisation (ETA) to enter the UK. We urge you to apply for all entry permits and waivers prior to booking.

Pricing, Payments & Fees

Pricing: Prices are subject to availability and change without notice due to factors outside our control, such as currency fluctuations, fuel surcharges, taxes, and fare increases. If prices increase after payment, we may request additional payment or offer a full refund. We are not responsible for price increases.

Our Service Fees: Our service fees are per ticket and apply to all bookings. These fees are in addition to any currency conversion fees, airline penalties, fare differences, and supplier service charges.

Credit Card Payments: Credit card surcharges apply: 2.5% for Visa/MasterCard and 4.5% for American Express/International Cards. By using a credit card, you agree that your recourse for any service failure by a travel provider is against that provider, not Flight Experts NZ, and you agree not to initiate a chargeback for payments made to us.

Deposit and Final Payment: A non-refundable deposit may be required to secure your booking. Final payment is required by the agreed-upon date. Most airfares must be paid in full at the time of booking.

Taxes: Airline taxes are subject to change and are confirmed upon ticket issuance. Local airport taxes may also apply.

Cancellations, Changes & Refunds

Airline Fares and Bookings: Airfares are subject to change or withdrawal by airlines without notice prior to ticketing. Flight Experts NZ is not liable for service cancellations or bankruptcies by third-party providers.

Date & Flight Changes: If you request changes to your reservation, any additional services (e.g., seat selection, extra baggage, meal requests) must be requested again and are subject to availability and airline approval. For urgent changes (within 72 hours of departure), contact the airline directly.

Schedule Changes: You must contact us at least 72 hours prior to departure (or the airline if within 72 hours) to confirm your flight schedule. In cases of airline-initiated schedule changes where a refund is offered, Flight Experts may charge a fee of up to $70 per E-ticket. Credit card surcharges are not refunded.

Our Change & Cancellation Fees

Flight Experts fees are in addition to all service fees and charges by the supplier and our consolidators in terms of cancellations, and in addition to fare difference, all service fees and charges by the supplier and our consolidators in terms of date change and schedule change requests.

Subject to your refund and remedy rights under New Zealand Consumer Law, the following change or cancellation fees will apply to your booking (including online bookings and bookings made with a consultant):

• Changes to Domestic/Trans-Tasman bookings will incur a fee of $80 per person per booking.
• Changes to International bookings (excluding Trans-Tasman bookings) will incur a fee of $150 per person per booking.
• Cancellations of Domestic/Trans-Tasman bookings will incur a fee of $100 per person per booking.
• Cancellations of International bookings (excluding Trans-Tasman bookings) will incur a fee of $150 per person per booking.

In addition to all the above charges, an after-hours fee of $50 per person per booking will be applicable if your request is within 72 hours of the departure date and you contact us outside of our normal business hours of Monday to Friday between 10 am and 5 pm.

These change and cancellation fees reflect the reasonable, direct and indirect costs, time and effort incurred or involved in us providing booking and advisory services to you, as well as processing and managing the changes to, or cancellation of, your booking.

If you wish to change or cancel a booking, you must contact us during our working hours of Monday-Friday between 10am and 5pm.

Health, Safety & Insurance

Travel Insurance: We strongly advise that you MUST purchase comprehensive travel insurance as soon as you book. It should cover your travel arrangements and any unforeseen changes or cancellations. All claims must be lodged directly with your insurance provider.

Travel Advice: For up-to-date travel advice and safety alerts, visit the Ministry of Foreign Affairs and Trade (MFAT) website. Register your travel plans with MFAT for emergency contact purposes.

Health: You are responsible for all health requirements and recommended precautions, including vaccinations. Consult your doctor or a travel medical service before you travel.

Our Role & Liability

Agency: We act as an agent for travel service providers such as airlines, hotels, and cruise operators. Our obligation is to make travel bookings on your behalf. We are not the provider of the travel services. Your legal rights are against the specific provider, not against us.

Liability: To the extent permitted by law, we accept no liability for any injury, damage, loss, delay, or inconvenience caused by the acts or defaults of third-party providers, force majeure, or any event beyond our control. Our liability is limited to the remedies required under applicable New Zealand law, including the Consumer Guarantees Act.

Service Guarantees: Our booking and advisory services are provided with due care and skill, are fit for purpose, and will be provided within a reasonable time, in accordance with your rights under New Zealand Consumer Law.

Special Information

Unaccompanied Minors: Flights for unaccompanied minors (typically children aged 5-11 travelling alone) cannot be booked online. Please call us at 09-9306264 to make a booking, as specific airline requirements and fees apply.

Travel Documents: Your travel documents (tickets, vouchers, etc.) are subject to conditions, are non-transferable, and must be issued in the passport holder’s name. Please review all documents carefully and notify us of any errors immediately.

Acknowledgement & Governing Law

Acknowledgement: You acknowledge that you are 18 years of age or older and that you understand and agree with the above Booking Terms and Conditions and our Privacy Policy.

Governing Law: If any dispute arises, the laws of New Zealand will apply. You irrevocably submit to the exclusive jurisdiction of the courts of New Zealand.

Modifications: We reserve the right to modify these terms at any time. The terms in effect at the time you make a booking will be the ones that apply.

These terms were last updated on 06 September 2025.