Menu Contact Us
Start the adventure

CALL US ON

0800 474 400
9AM-7PM Mon - Weds, 9AM-9PM Thurs & Fri, 9AM-7PM Sat, 9AM-7PM Sun

Terms and conditions

General Terms and Conditions

Agency
We are STA Travel (NZ) Limited (STA Travel). We sell products and services as an agent on behalf of airlines, wholesale companies and other service providers including accommodation and transportation services (Third Party Suppliers). STA Travel’s role is to assist you to plan your travel arrangements, facilitate your bookings, and arrange payment and refunds as applicable. STA Travel is not a provider of any travel products/services and has no responsibility for products or services provided or not provided by any Third-Party Suppliers. We give and make no warranty or representation regarding the standard of any services or products supplied by Third Party Suppliers and no person has authority to make any such representation or warranty on behalf of STA Travel. If for any reason, any Third-Party Supplier is unable to provide the products/services you purchased through STA Travel, your remedy lies against that Third-Party Supplier and not STA. 

 

General 

These general terms and conditions together with the relevant terms and conditions of the Third-Party Suppliers apply to any travel products/services you purchased through us. Once you pay for your booking (whether in full or in part): (a) you acknowledge and agree that you have read and understood these general terms and conditions; and any terms and conditions imposed by Third Party Suppliers, for whom we act as Agent; (b) you enter into a legally binding contract to acquire the relevant travel or travel related products and/or services with the Third Party Suppliers. (c) you are not at least eighteen years of age then your legal guardian must give consent to this contract on your behalf. (d) if you make a booking on behalf of someone, you warrant that you have the authority to accept and do accept on behalf of that person to be bound by STA Travel’s general terms and conditions and the relevant Third Party Suppliers’ terms and conditions. 

Governing Law

This Agreement is governed by the laws of New Zealand, including the Consumer Guarantees Act. Nothing in these terms and conditions is intended to modify, restrict or exclude rights or remedies arising or available under New Zealand laws, and nothing in these terms and conditions should be construed as purporting to do so. These terms and conditions should be read subject to this proviso.


Deposits and payment 
We may at our discretion operate a low deposit scheme in respect of certain bookings.  Under the low deposit scheme, the price of your ticket will be guaranteed upon receipt of the deposit. Once the deposit is paid, any changes to your itinerary will incur change penalties or loss of deposit. The low deposit is non-transferable. Only available on new bookings. We will advise you of the date that full payment is required.
 
All prices shown are ‘from prices’ and we reserve the right to alter the prices of any of the holidays shown in our brochure. 

The Booking Fee (which depends on the corresponding details of the booked tariff/fare) is also non-refundable. STA Travel will advise you of the date that full payment is required. Additional deposits for certain travel arrangements may also be required by Third Party Suppliers. Failure to make payment in full by the due date may result in the forfeiture of any deposit paid. No handling fee will be charged for payments made by Debit Card and electronic payments. Please note that electronic payments may take up to 3 business days to process, therefore you will need to allow sufficient time for payment to be cleared before the actual due date. 

Personal cheque is not accepted for domestic bookings. For all other bookings, we reserve the right to refuse personal cheques. Personal cheque may take up to 10 business days to clear. You agree not to stop payment of the cheque even when you cancel a booking. You agree that STA Travel may apply the proceeds of the cheque to satisfy any liability you may have to us and the Third-Party Suppliers. Please note that even after full payment, the conditions of the contract between you and the Third-Party Suppliers may permit them to increase the cost of your arrangements. We will pass on any such increase to you.


Documentation
Travel documentation will not be issued until full payment with cleared funds is received. It is your responsibility to ensure that all of the details on your travel documents are correct and to bring to our attention any errors or discrepancies as soon as possible but in any event within 72 hours after STA Travel provides you with your travel documents. STA Travel’s general practice is to send documents to our customers electronically whenever possible.
The customer may be required to pay the cost for any postage required. All travel documents are non-transferable. It is your responsibility to collect all paper travel documents prior to departure. Your travel documents are valuable and should be safeguarded as if they were cash. It is not always possible to replace travel documents in the case of loss, theft, damage, or otherwise.


Cancellations and Changes 
Your contract with your Third-Party Suppliers may allow suppliers to cancel or amend bookings. We will ensure that you are promptly notified of any significant changes but accept no liability for any changes or costs incurred which may result. If we make an error in your booking, which gives rise to a need to significantly change your booking, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us, (we will refund any price difference if the alternative has a lower value), or cancelling your booked arrangements and receiving a full refund.

 

If a significant change is made for reasons beyond our control, then, to the fullest extent permitted by law but not otherwise, we are not liable to compensate you. These include: war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, and changes due to rescheduling or cancellation of flights by an airline or alteration of the airline or aircraft type; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, act of government or public authorities or other circumstances amounting to force majeure and/or Acts of God.

 

Reconfirmation


If you have booked a flight and we are alerted to a significant schedule change by your airline within a reasonable time before you depart from New Zealand, we will contact you by email to advise you of this. Please ensure that you have given your contact email address to STA Travel and that you regularly check for messages before you leave. STA Travel has no control over airline schedule changes and accepts no liability for costs which may arise as a result of such changes. After you have departed New Zealand, it is your responsibility to check with the airline that any onward flights you have confirmed are operating as booked. We strongly recommend that you contact your airline at least 72 hours before the scheduled departure of each flight to do this. Please note that for some airlines it is mandatory to confirm with them your intention to fly. Changes to your booking, where permissible, will incur a service fee from STA Travel of $100 NZD. Third Party Supplier fees, including airlines and land suppliers, will also apply. You may also be charged a service fee by your Third-Party Supplier. Please note that all reservation changes are subject to availability and the terms and conditions of the products/services purchased. If you would like to change your bookings, please contact the original branch that booked your ticket. 

 

NAME CORRECTIONS 


The name in your booking must be exactly the same as your passport. Changes to name details are not allowed by many airlines and Third-Party Suppliers. Whilst we will do our best to make such a change if necessary, please bear in mind that most airlines and Third-Party Suppliers treat a name change as a cancellation, to which standard cancellation conditions and charges would apply. If you enter the incorrect name and the airline will accept a name correction, an STA Travel fee of $100 NZD will apply plus any applicable airline/supplier fee. 

 


Flights must be taken in the sequence they appear on your ticket or e-ticket confirmation. If you plan not to take a flight as booked, please contact the airline as far in advance as possible to discuss your options. If you do not check in on time for a confirmed reservation, the airline may register you as a ‘no-show’, which could result in extra charges and/or your whole flight itinerary being cancelled and/or render your ticket void. If you cancel your booking, the cancellation terms and conditions of your Third-Party Suppliers will apply as well as STA Travel’s cancellation fees outlined on your itinerary and receipt. We need to receive from you written notification of cancellation and your original ticket/voucher before any refund can be considered. 


If you decide to cancel your booking before the due date for full payment, any deposits paid are non-refundable. Refunds will only be paid to you once we have received the funds back from Third Party Suppliers. Generally, flight tickets cannot be refunded if they are partially used. If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim your cancellation charges from your insurer. 


Liability Limitation
We have taken all reasonable care to make sure that all the services that make up the arrangements made by STA Travel are provided by efficient and reputable businesses. These businesses should follow the local and national laws and regulations of the country where they operate. However, please be aware that overseas safety standards may be lower than in New Zealand. You acknowledge and agree that STA Travel does not accept any liability of whatever nature, whether in contract, tort or otherwise, for the acts, omissions or default, whether negligent or otherwise, of Third-Party Suppliers. 


To the extent permitted by law, we disclaim all liability for any injury, damage, loss (including consequential loss and damage), delay, additional expense or inconvenience caused directly or indirectly by you using our services. If you acquire our service for business purposes, then the Consumer Guarantees Act 1993 are excluded (if otherwise applicable). In circumstances where liability of STA Travel cannot be excluded, such liability is limited to the value of the purchased travel arrangements. STA Travel reserves the right to decline to provide services to any individual. 

ACCOMMODATION 


If you have any queries regarding accommodation with which you have been provided, you should bring this to the attention of the hotel or hostel management immediately on arrival at the hotel or hostel. STA Travel cannot seek a remedy for any issues if you have not first brought them to the attention of the hotel or hostel management. 

ACCOMMODATION CANCELLATION AND CHANGES 


Accommodation bookings may be subject to cancellation fees when booking hotels online. Individual hotels and/or other third parties may have additional terms applicable to cancellations (including fees) which we will make you aware of at the time of booking. Full terms and conditions for booking accommodation online can be found at https://hotels.statravel.com/customer_care/terms_conditions.html 

 

MultiFLEX Pass

These terms and conditions apply to MultiFLEX Passes purchased after 30th August 2019.

If you have purchased a MultiFLEX Pass, you can make the specified number of date changes without any change fees. Any difference in fare and applicable taxes incurred as a result of the change, for example if you change to a more expensive departure, will still be payable. Changing flights at the last minute is likely to mean there is a higher fare difference, so we recommend making changes as early as possible.

 

There may be instances where you have purchased the MultiFLEX pass in conjunction with a ticket which is subject to a schedule change by the airline. In these instances, the airline may take ownership of the ticket and standard airline date change fees will apply. This means that the MultiFLEX pass can no longer be utilised for this flight so the MultiFLEX cost will be refunded in full to you, unless you choose to retain it to be used with other flights as part of your itinerary.

These passes can only be issued once per person per trip. The OneFLEX Pass and ThreeFLEX Pass can be issued at any time prior to departure from New Zealand. The UnlimitedFLEX Pass can only be issued at the same time as booking your eligible flight. MultiFLEX passes can only be purchased with, and changes redeemed against, selected STA Travel tickets with an eligible ticket number starting with `000`, as shown on your booking itinerary. Your instore Travel Expert will be able to identify the eligible flights.

OneFLEX // 1 date change accepted post departure

ThreeFLEX // 3 date changes accepted post departure

UnlimitedFLEX Pass // unlimited date changes accepted pre and post departure

MultiFLEX Passes can only be redeemed by the passenger(s) who purchased the pass. All date changes are subject to availability and ticket conditions (e.g. maximum stay/permitted routing). Flight changes will always require a re-assessment of the fare and applicable tax for all flights on that ticket. MultiFLEX Passes are non-refundable and non-transferrable (subject to your refund and remedy rights under the New Zealand Consumer Guarantees Act).

MultiFLEX passes do not cover the cancellation of tickets. If you wish to cancel your ticket, the full cancellation conditions for that fare will apply.

MultiFLEX passes cannot be used to make date changes to a flight that you have missed. Missing your flight may also affect your remaining flight segments of your journey, possibly resulting in a new ticket purchase being required.

 

BlueTicket

BlueTickets are airfares exclusive to STA Travel and can offer discounted fares, flexible routings and low change fees to people with the following status: full time students; teachers; and customers under the age of 31.

Proof of status is required, you may have to purchase an ISIC, ITIC or IYTC card which depends on the specific airline / air ticket (as applicable). Tickets are available on selected routes and airlines and can be identified with the “BlueTicket” logo. Please note that should you be required to purchase an ISIC, ITIC or IYTC card, you may be required to present this at check-in or you could be denied boarding if you failed to do so.

ISIC

To be eligible for an ISIC card you must be: A full time student at school, college, language school, university or if you’re in higher education. There’s no maximum age limit, but the minimum age is 12 years. ‘Full-time’ means 12 weeks or more of study during one academic year. The ISIC card is subject to the eligibility requirements already mentioned and is conditional upon approval. ISIC card is presented in the form of a virtual card. Discounts and offers available via ISIC are subject to change at any time, without notice. Please refer to https://www.isiccard.co.nz/discounts for offer details. Additional terms and conditions may apply to individual discounts.

IYTC

To be eligible for an IYTC card you must be: Aged between 12 and 30 (inclusive). You will need to show us proof of your date of birth with a driver’s license, passport or birth certificate. You do not need to be a student. The IYTC card is valid for one year from the date of issue, so you need to apply for the IYTC card before your 31st birthday in order to be eligible for the card. For discounts visit https://www.isiccard.co.nz/discounts. Discounts correct as of July 2019 and are subject to change without notice. Additional terms and conditions may apply to individual discounts

ITIC

To be eligible for an ITIC, you must be: A teacher, professor or instructor engaged in full time employment at an accredited educational establishment for a minimum of 18 hours per week and for a minimum of one academic year. The ITIC card gives you access to many of the same benefits and discounts as the ISIC card. Each ITIC card is valid for up to 12 months, starting from the date of issue. The ITIC card is subject to the eligibility requirements already mentioned and is conditional upon approval. The ITIC card is presented in the form of a virtual card. Discounts and offers available via ISIC are subject to change at any time, without notice. Please refer to https://www.isiccard.co.nz/discounts/ for offer details. Additional terms and conditions may apply to individual discounts.


Privacy and personal information
We will handle your personal information in accordance with the terms and conditions set out in our Privacy Policy which is posted on our website at www.statravel.co.nz you consent to the disclosure of your personal information to us and to Third Party Suppliers. We and the Third-Party Suppliers may disclose your personal information to others where directly connected with facilitating your travel arrangements and bookings and the provision of travel services and products. For example, we may disclose your personal information to airlines, hotels, car rental companies and other service providers in facilitating your travel arrangements.


Passport, Visa and Immigration
It is your responsibility to fulfil the passport, visa and other immigration requirements for all transiting and stopover destinations applicable to your itinerary. You should confirm these with the relevant High Commissions, embassies and/or consulates. We do not accept any responsibility in the case of you being unable to travel due to not complying with any such requirements. Your passport must be valid for 6 months beyond your return date into New Zealand. 

 

LUGGAGE AND BAGGAGE INFORMATION 


In most cases, we sell products and services as an agent on behalf of airline carriers (Third Party Suppliers). STA Travel has no responsibility for products or services provided by any Third-Party Suppliers. We give and make no warranty or representation regarding the standard of services or products supplied by Third Party Suppliers. Luggage and Baggage policies vary from airline carrier to airline carrier therefore if for any reason the airline is unable to provide the product/services you purchased through STA Travel, your remedy lies against the airline and not STA Travel (subject to any applicable legislation). Additional charges may apply by various airline carriers and are subject to change without notice. It is your responsibility to check the rules of the airline carrier initially accepting the baggage will apply. Various airline carriers have baggage embargo where excess, oversized, or overweight bags and all boxes are not permitted during peak periods of travel. Please note that even after full payment, the conditions of the contract between you and the Third-Party Suppliers may permit them to charge further costs on baggage and this will depend on your ticket, mileage status and/or class of service. 

Please contact the airline carrier directly or visit their website for further information regarding airline carriage conditions, luggage restrictions and baggage allowance depending on your travel arrangements. 

 


Insurance
Travel insurance is a vital part of your arrangements. We strongly recommend that you have taken out adequate insurance for the duration of your journey. Travel insurance is a mandatory element for some travel arrangements. We can arrange travel insurance for you and can provide you with a quote and answer any queries you may have regarding the insurance we offer. 


Travel advice and vaccinations 
You should refer to the travel advice posted by New Zealand Ministry of Foreign Affairs and Trade www.mfat.govt.nz or www.safetravel.govt.nz for all the countries you intend to visit. Please also check www.flysmart.govt.nz in regard to up-to-date airline security requirements. Vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged all necessary vaccinations for your itinerary. 


Taxes and Frequent Flyer Program 
Local travel and airport taxes and charges may apply in various overseas countries. Unless otherwise stated, these taxes are not included as part of the fees. Taxes and duties may need to be paid in local currency at the time of departure and are subject to change without notice. It is your responsibility to check with your airlines on whether your booking with us is qualified for any points under any frequent flyer programs. Please retain all boarding passes to allow verification of your travel if required. 


If you have a complaint 
If you have a problem during your holiday, please inform the relevant Third-Party Supplier (e.g. your hotel) immediately. Should they be unable to resolve the matter, please contact STA Travel, either through the branch where you made your arrangements, or through https://customercare.statravel.com/hc/en-us if you fail to contact STA Travel, we will not be permitted the opportunity to investigate your complaint and rectify any error whilst you are away and this may affect your rights under this contract. We are a member of IATA (Membership No. 24343034) and operate according to IATA Code of Conduct. 


Other important information
For unaccompanied minors travelling overseas without their parent/s or legal guardian please contact the relevant airlines for further information. Please contact the airline directly regarding airline carriage conditions and luggage restrictions. Any contract entered into pursuant to these terms and conditions will be governed by the laws of New Zealand; and supersede all previous agreements in respect of its subject matter and will embody the entire agreement between the parties in respect of its subject matter. Any indulgence or extension of time which STA Travel may grant to you will not prejudice or interfere with STA Travel’s rights and will not constitute a waive.