We are very aware that this is an upsetting and concerning time for our customers, We 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.
Message for Valuable customers
If you are currently travelling and being impacted by travel restrictions, or you are due to travel, and have booked with Eco Travels, please read the below FAQs in addition to what you need to do.
Please note that the below FAQs refer to Eco Travel’s own change and cancellation policy. Supplier fees and terms may also apply.
Q: I am currently overseas and am concerned about how I will get home. What can I do?
A: We are currently working through all bookings in order of date of departure. If you are departing within 48 hour or would like to depart within 48 hours, the first thing you need to do is contact Eco Travels on this number: 0272 16 17 18 or Mail: email@example.com.
If you are travelling outside of 48 hours,then please email your agent for more information with your contact number so agent can contact you.
Q: Can I put my booking value towards a future credit?
A: Yes, we are happy to offer our customers the option to either rebook their travel if they know their new travel dates, alternatively, we can place the value into a credit or a Travel Voucher. If you keep your money on file, we will waive our standard cancellation fee. However supplier cancellation fees may still apply as this is out of our control. When the time comes to rebook amendment fees may apply.
Q: Can I cancel my domestic booking?
A: For all domestic bookings paid in full our normal cancellation feesapply. Supplier fees may also apply.
Q: How long can my travel credit sit on file?
A: Credit expiry date is subject to supplier terms and conditions; please contact your Eco Travels Consultant to discuss your options.
Q: Who do I contact if I have an existing booking?
Please contact your Travel Consultantthrough phone or email else click here to find a store near you.
If you are away and trying to get home
The situation is unprecedented. Most governments are advising against all travel or against all non-essential travel. For everybody who is away and trying to get home, we advise that you try to do so immediately. If you can’t reach us or your airline, go to the airport with your things and try to board a flight there.*List of government advice sites*
Call Wait Times
We know that you are experiencing extremely long wait times when trying to call us. We understand how frustrating this is when you are urgently looking for answers, however due to the number of calls we are asking our customers to please only call if you are travelling within the next 48 hours.
Our Travel Consultant areprioritizingcases according to the urgency of the booking as they are currently dealing with multiple customer booking changes. Please remember that our experts value you and your business and are working through these changes as quickly as possible.
Eco Travels is New Zealand’s biggest travel company. We have supported our customers through similarly difficult situations before, and will continue to do so in the future. We are here to make sure that you and your family are safe in any travel plans and we will of course be here for you when you are ready to travel again.