CUSTOMERS OF STA TRAVEL GROUP

NEW ZEALAND ONLY

FREQUENTLY ASKED QUESTIONS

(FAQs)

Given the failure of STA Travel Group's Swiss parent, the directors determined that the Companies were insolvent or were likely to become insolvent and appointed David Webb and Colin Owens of Deloitte as voluntary administrators (Administrators) on Monday, 24 August 2020 to take control of STA Travel Group's New Zealand business.

The Administrators have assumed responsibility for the New Zealand business and operations of STA Travel Group. We are responsible for dealing with the staff, customers and suppliers of the business from the date of our appointment. The Administrators have commenced an urgent assessment of the financial position of the Companies to determine the viability of a recapitalisation, sale and/or asset realisation strategy. We will continue to work with STA Travel Group management and its overseas administrators to seek the best outcome for customers and creditors.

 

We will be working as quickly as possible to understand the business operations and determine the status of all customers of the Companies.

 

STA Travel Group operates as a global group, and its operations are complex. Customer deposits, for example, are in many cases not held in New Zealand, and third party companies overseas are also involved. This is a challenging situation, and the Administrators are investigating possible options (if any) available to customers to allow them to recover any prepaid bookings or continue their travel plans. 

 

Given all New Zealand STA Travel stores and its call centre were closed prior to our appointment and its website is down, access to STA personnel is not possible. In the interim, customers holding bookings should contact their airline, hotel or tour operator regarding the status of their bookings. You can also consider contacting your credit card provider if travel bookings were paid by credit card.

 

You can contact the Administrators' office by email at nzstatravel@deloitte.co.nz, however given the volume of enquiries we are receiving, customers should expect delays in our response. We will provide a further update as soon as possible and appreciate your patience.

 

In the event that you are ultimately found to be a creditor of the Companies, additional information will be provided to you. In the interim, we provide some further information below for creditors:

 

 The Administrators have to hold a meeting of creditors within the first 8 business days from appointment. The purpose of this meeting is to provide information to the creditors on the process and confirm if creditors wish to form a committee. The Administrators then have to investigate the affairs of the Companies and report back to creditors and employees on their findings. The Administrators will also make a recommendation to creditors regarding the future of each of the Companies. This second meeting is usually held within 25 days of their appointment but may be extended by the Court if the Administrators think an extension is in the best interest of creditors.

 If you would like to participate in the meeting, you will need to complete a Proof of Debt Form and also a Proxy Form if you are an individual representing a company or another individual. These forms will be made available on the STA Travel Group page. on Deloitte's website.

 The Proof of Debt and Proxy Forms should be returned to nzstatravel@deloitte.co.nz

The effect of the appointment of Voluntary Administrators is to place a moratorium (freeze) on the payment of amounts due to creditors for debts incurred up to the date of the appointment of the Administrators. This allows the Companies breathing space whilst the Administrators explore options that will either allow the business to continue, or if not, allow it to maximise the returns to creditors.

No payment can be made in relation to this pre-appointment debt during the administration process. However, customers may lodge a pre-appointment creditor claim against the Companies by lodging a Proof of Debt Form. These forms are made available on the STA Travel Group page on Deloitte's website

Pre-appointment creditors can only be paid when the Companies either enter a deed of company arrangement or liquidation. Any amount paid will be contingent upon the success of the recapitalisation sale and/or asset realisation process.

 

Further details regarding the length of the voluntary administration process will be made available at the forthcoming first meeting of creditors.

Due to the current circumstances we are not currently in a position to offer any cash refunds for cancelled trips. Customers holding bookings should contact their airline, hotel or travel operator regarding the status of those bookings. You can also consider contacting your credit card provider if travel bookings were paid by credit card

Due to the current circumstances we are not currently in a position to honour any credit for cancelled trips. Customers holding bookings should contact their airline, hotel or travel operator regarding the status of those bookings. You can also consider contacting your credit card provider if travel bookings were paid by credit card.

If you still have a current booking, the administration may have an impact on the status of your booking. Customers holding bookings should contact their airline, hotel or travel operator regarding the status of those bookings

Please direct your queries to the Administrators’ staff by email to nzstatravel@deloitte.co.nz.