Refund Policy
Understanding our terms and conditions for refunds, cancellations, and service fees.
Governed by Suppliers
Your refund request is governed by the terms of the third-party provider (e.g., airline, hotel). We adhere to their guidelines and rules for all cancellations and refunds.
Non-Refundable Fares
Most special airfares are non-refundable, with airline cancellation fees often equal to 100% of the cost. A Flight Experts service fee applies to all reservations in addition to any supplier fees.
Booking Change Fees
Subject to your rights under NZ Consumer Law, our fees apply in addition to any airline charges or fare differences.
- Domestic & Trans-Tasman $80 per person
- International Flights $150 per person
Cancellation Fees
Subject to your rights under NZ Consumer Law, our fees apply in addition to any non-refundable costs from the airline.
- Domestic & Trans-Tasman $100 per person
- International Flights $150 per person
Urgent & After-Hours Fees
For requests made within 72 hours of departure and handled outside of business hours (Mon-Fri, 10am-5pm), an additional fee applies.
$50 per personHow to Request a Refund
All refund requests must be submitted via email. Please send your detailed request to:
bookings@flightfareexperts.co.nz
Processing Timelines
When a refund is applicable, it may take up to 10 weeks to process from the date of your request. This timeline can be longer in exceptional cases, subject to the supplier's processing speed.
Refund Method
Refunds are processed to NZ bank accounts only. It is your responsibility to provide correct bank details. We will process the refund only to the bank account of the authorised person on the booking.
Deposits
All deposits paid to hold a reservation are non-refundable. They can be adjusted towards a booking for the same passengers within 15 days of the initial payment.
International Suppliers
For services from suppliers not based in New Zealand, all charges, fees, and refunds are subject to currency conversion rates at the time of the transaction.
Supplier Default
Flight Experts is not responsible for issuing a refund if the primary service provider fails to do so due to circumstances such as bankruptcy, insolvency, or liquidation.