Making a booking is easy. Simply select your departure point and enter your destination and travel dates on the travel search page, then follow the steps to complete your booking.
If I'm not travelling, can I make a booking for someone else?
Yes. If you wish to make a booking for someone else you must first log in to Online Services. This is to allow us to identify you and protect you against fraudulent use of your Card.
Can I use Membership Rewards points to pay for my travel?
Yes. If you wish to search and make a booking using Membership Rewards points you must first log in to Online Services. This will allow you to see how many points you have available, and how many points are required for the travel you have selected. If you don't have enough Membership Rewards points to pay for the entire trip don't worry, you can use the Points + Pay option to choose a combination of Membership Rewards points plus payment on your American Express Card to pay for your travel.
How many people can I book for?
The maximum number of passengers per booking is 8. The maximum number of adults is 7, maximum number of children is 3 and the maximum number of infants is 3. The number of infants per transaction cannot exceed the number of adults. Should your passenger mix exceed this limit please contact Membership Rewards Travel on 0800 44 22 08.
Can I add extras like accommodation and sightseeing to my booking?
To add accommodation and sightseeing to your booking simply click on the appropriate links throughout the booking process.
When will my American Express Card be charged for my booking?
Your Card will be charged on completion of your online booking. This charge will appear on your Online Services transaction record on the next business day following your booking.
When will the Membership Rewards points be deducted from my account?
Membership Rewards points will be deducted from your Membership Rewards account once you have completed the booking.
Confirmation of your booking
How will I receive confirmation of my booking?
Acknowledgment of your booking will be made via an itinerary confirmation email. If you do not receive this acknowledgment within 24 hours of making your reservation please contact Membership Rewards Travel on 0800 44 22 08.
Do I need to re-confirm international flights before departure?
Reconfirmation is required for some airlines. This must be done with the airlines directly at least 24-72 hours before departure. We strongly recommend that you reconfirm your flight's departure time at least 24 hours before departure; this is to ensure that you are aware of your current schedule as airlines do sometimes change flight numbers and times.
How do I get a tax invoice for my booking?
Electronic tax invoices are issued for each ticket and will be sent to you via email.
QUESTIONS AND ANSWERS - TICKETS
How will I receive my tickets?
Domestic: E-ticket/s will be issued and you will receive confirmation of ticket issue by email.
International: If applicable, e-tickets will be issued and you will receive confirmation of ticket issue by email. In cases where paper tickets are issued, these will be delivered by Courier to the delivery address specified on the Checkout page.
Where can I find the conditions and rules of my ticket?
New Bookings: You can access the fare rules during the booking process on the itinerary page by selecting 'View Policies'.
Existing Bookings: If you logged in to Online Services to complete your purchase, select Saved Trips to view the applicable fare rules. Otherwise refer to your confirmation email and ticket for full fare rules.
What are the restrictions on my ticket?
You can access the fare rules during the booking process on the itinerary page by selecting 'View Policies'.
Flights may be subject to the following restrictions:-
Non-refundable - refunds are not permitted
Non-transferable - name changes are not permitted
Non-exchangeable - exchanges are not permitted
Non-re-routable - routing changes are not permitted
Non-upgradeable - upgrading to higher fare types is not permitted
These conditions are imposed by the airline and must be strictly adhered to.
What is an e-ticket?
An e-ticket is an electronic ticket which is a paperless method of storing your ticket details in both the airline reservation system and at Membership Rewards Travel. E-ticket/s will be issued for all domestic bookings and most international journeys. You should carry your e-ticket receipt at all times for both international and domestic flights.
Can I request a seating preference?
Some airlines let you request a specific seat online by clicking on the Choose Flight Seats link at the Checkout page. Available seats can be identified by following the legend provided. Simply click on your preference and submit your selection and close the pop-up window. The seat number you have selected will be recorded. All seating preferences are subject to change at the airline's discretion with or without notice.
Can I request special meals?
Special meals can be requested for certain dietary, medical or religious requirements. Simply call Membership Rewards Travel on 0800 44 22 08 after you have completed your reservation. Note: meal requests are not guaranteed or available on all airlines.
Can I request special assistance at the airport or on my flight?
Yes. Please contact Membership Rewards Travel on 0800 44 22 08 to make your request. Provision of special assistance is at the discretion of the airline and is not guaranteed.
QUESTIONS AND ANSWERS - CHANGES & CANCELLATIONS
Changes & Cancellations
Can I make changes to or cancel my booking/How flexible is my ticket?
Changes can be made subject to individual airline fare terms and conditions. Changes will incur the applicable airline fees plus a Membership Rewards Travel amendment fee of NZD50. You can access the fare rules during the booking process on the itinerary page by selecting 'View Policies'. If you need to change or cancel your booking, contact the travel team on 0800 44 22 08 during business hours or +64 9 583 8435 if calling from overseas.
Is my ticket refundable?
We will refund your ticket subject to airline terms and conditions. Any refunds will incur applicable airline fees plus a Membership Rewards Travel amendment fee of NZD50.
To apply for a refund, call the travel team on 0800 44 22 08 for advice on whether a refund is applicable. Your reservation must be cancelled prior to departure, otherwise the airline may charge a no-show fee which renders the ticket non-refundable. Refunds will only be provided by the airline in accordance with their terms and conditions. Refunds can take up to 16 weeks to process.
Will my Membership Rewards points be refunded if I cancel my booking?
Your refund will be made in the same form as your original payment so if you paid using Membership Rewards points your refund will be issued in the form of Membership Rewards points. Please note that any applicable fees will be deducted from the number of points refunded to your Membership Rewards account.
QUESTIONS AND ANSWERS - GENERAL TRAVEL QUESTIONS
Am I charged a fee for booking using the online booking engine?
There is no fee for making bookings using the online booking engine.
Am I charged fees for changing or cancelling my booking?
Changes and cancellations are subject to airline, hotel, or activity provider fees plus a Membership Rewards Travel amendment fee of NZD50.
Can I use Membership Rewards points to pay for changes to my booking?
Yes, Membership Rewards points can be used to pay for any change or cancellation fees.
Can I accumulate frequent flyer points for my booking?
Yes, subject to airline terms and conditions. Some fares are not eligible for frequent flyer point accrual. Please enter your frequent flyer number on the Checkout page to ensure you accumulate frequent flyer points.
Will I require travel insurance for my booking?
We recommend that you review the risks of overseas travel, including overseas medical and dental expenses, additional expenses if your journey is interrupted, cancellation charges, loss or theft of luggage and travel documents and personal liability whilst overseas and whether your current insurances (if any) provide sufficient cover. You can purchase American Express travel insurance here.
I have a Card with complimentary travel insurance, will this be activated if I book online?
Please check your policy statement to see if your purchase will activate your travel insurance. If you are booking using Membership Rewards points it is important to check whether your purchase using Membership Rewards points will activate your travel insurance.
We recommend you review the risks of overseas travel, including overseas medical and dental expenses, additional expenses if your journey is interrupted, cancellation charges, loss or theft of luggage and travel documents and personal liability whilst overseas and whether your current insurance(s) (if any) provide sufficient cover.
Other Travel Questions
Where can I find our the latest travel advisory updates and warnings?
You can visit www.safetravel.co.nz for guidance to travelling overseas.
Can I book stopovers?
It is not possible to book stopovers online. If you wish to book travel that includes stopovers please call the travel team on 0800 44 22 08, Monday to Friday, 8am to 7pm.
Can I book round the world travel?
It is not possible to book round the world trips online. If you wish to book a round the world trip please call the travel team on 0800 44 22 08, Monday to Friday, 8am to 7pm.
Can I book travel that is not available online?
To book travel to destinations that are not available online please contact the travel team on 0800 44 22 08, Monday to Friday, 8am to 7pm.
What is a codeshare flight?
A codeshare flight is where a marketing agreement exists between two or more airlines. The listed airline can sell the seat, however the aircraft may be operated by another airline. Should you need additional information contact Membership Rewards Travel on 0800 44 22 08.
Are the departure and arrival times local for each city?
Yes. Departure and arrival times are in local times for the specified cities.
QUESTIONS AND ANSWERS - MY DESTINATION
Will I need any vaccinations when I travel overseas?
For medical advice regarding your holiday destination or journey, including vaccinations, you should contact your general practitioner. Alternatively you can go online to www.cdc.gov for further information. Please do so well in advance of your departure so you can arrange to have any necessary (or recommended) vaccinations in good time.
QUESTIONS AND ANSWERS - TRAVEL DOCUMENTATION REQUIREMENTS
Will I need my passport to be able to travel?
If you are travelling domestically you will not require a passport but you will require some form of photo identification. Infants and children do not require any ID when parent or guardian verifies their identity. Young travellers aged 12-17 years will require identification or verification of their identity from a parent or guardian.
For International travel every traveller will require a valid passport and sometimes a visa. It is solely your responsibility to ensure that all members of your travelling party have valid passports and visas for your trip, and that the names on the passports of all members of your party match the names on your tickets. Certain destinations require at least six months validity remaining on the passport on the date of return. We recommend that all travellers should re-check their passport and visa requirements at least six weeks before they travel.
Will I require Visas for my destination?
Passport and visa requirements are the responsibility of the individual traveller. To find out if you require a visa to travel to your destination visit www.safetravel.govt.nz
Will my Visas be automatically requested when I book online?
No, it is the responsibility of the individual traveller to ensure that appropriate visas have been acquired when travelling overseas. Visit www.safetravel.govt.nz to find out if you require a visa to travel to your destination.
What forms of identification are required for check-in?
For domestic travel, each adult traveller will be required to produce a form of photo-identification such as one of the following:
• A current driver's licence
• A valid passport
For international travel each traveller must present a valid national passport. Many countries require each passport to be valid for more than six months from your date of return to New Zealand.
Does my child or infant require photo identification?
When children or infants are travelling domestically with an adult, they are exempt from producing photo-identification.
What if the name on my passport or photo identification is different from the name on my booking?
Traveller names must exactly match your passport or travel identity document. Notify Membership Rewards Travel immediately for assistance on 0800 44 22 08. Note that some airlines do not allow name changes or will apply a name change fee to reissue your ticket.
QUESTIONS AND ANSWERS - FARE DETAILS
Taxes, Surcharges and Levies
Are all taxes, surcharges and levies included in the price I pay?
All prepaid taxes and charges are included in the total price. However, there may be other charges or taxes payable at the destination which you will be required to pay in local currency. If you are travelling overseas a New Zealand departure tax of $25 per person will apply from Wellington or Christchurch Airports.
Child / Infant Discounts and Policies
Are children / infants eligible for any discount on fares?
Various discounted fares may apply to children and infants for some domestic and international bookings. Child and infant fares will be calculated at the time of booking.
What is the definition of a child and an infant?
• Child: 2 to 11 years of age. An adult fare will apply when the youth has reached the age of 12.
• Infant: 1 to 23 months. A child fare will apply when the infant has reached the age of 2. Note that some airlines require a child fare to be purchased if the infant turns 2 after departure from New Zealand.
What do I need to know if I'm booking for an infant?
The number of infants per booking cannot exceed the number of adults travelling on the same reservation as infants travel in the same seat as the accompanying adult. You must indicate the correct number of passengers travelling and will be required to provide full name details and the age of each infant in months. These details will be forwarded to the relevant airlines. For domestic travel, note that e-ticket/s will not be issued for infant/s.
QUESTIONS AND ANSWERS - ARRIVING AT THE AIRPORT
What time do I need to check-in for my flight?
New Zealand Domestic check-in is 40 minutes prior to departure.
New Zealand International check-in is 2 hours prior to departure however we recommend you allow yourself ample time to check-in and make your way through security when travelling internationally. Failure to check-in at the specified time could result in your entire itinerary being cancelled. Please check with your airline for your return flight check-in times.
How much baggage can I take with me?
New Zealand Domestic: A maximum of 20kg per person can be carried as checked in baggage. Please contact the airline directly for further information.
International: Most airlines have a maximum baggage allowance of 20kg per person however this does differ for some airlines and destinations. Please check your ticket or contact the airline directly for further details on your baggage allowance.
QUESTIONS AND ANSWERS - ONLINE SERVICES
How do I register for Online Services?
Registering for Online Services is quick and simple. To register for Online Services now, click here.
Is there a fee for using Online Services?
No. Online Services is a simple way to manage your American Express Account including transaction information, downloadable statements and Membership Rewards redemptions. To register for Online Services click here.
User ID & Password
What do I do if I've forgotten my User ID?
Follow the instructions at How to Retrieve Your User ID. If you require further assistance, contact Customer Services on 0800 656 660.
What do I do if my User ID is blocked for use?
For help with your User ID, contact Customer Services on 0800 656 660.
How to I reset my password?
Follow the instructions at How to Obtain a New Password.
How do I change my contact details?
To change your contact details you need to call American Express Cardmember Services on 0800 656 660.
QUESTIONS AND ANSWERS - PRIVACY & PROTECTION
How do I ensure my privacy is protected?
To protect your privacy, please follow these guidelines:
1. Regularly change your American Express Online Services password.
2. When you have finished using the secure area, always click on the Log Out link which appears on the right hand side of every secure page. You will be given the option to end your secure session. No further secure transactions can be conducted without re-entering your User ID and password.
3. Remember to close the browser at the end of each session. This will prevent someone from pressing the browser ‘Back’ button to view your information.
How does American Express protect my personal information?
American Express uses Secure Sockets Layer (SSL) technology, which is a well-respected technology developed by Netscape, Microsoft and RSA Inc and is supported by most browsers to secure online transactions. It is used to encrypt all your personal information, including credit card numbers, name and address, so that it cannot be read as the information travels over the Internet. In addition, we also use financial industry accepted best practices to process and store your data once it is on our server.
How can I tell if the page I'm on is secure?
When a secure 128bit-encrypted session is established between the computer and the server a 'Lock' symbol (as shown below) appears in the lower right hand corner of the browser:
You can also view the security details of the encrypted session by double clicking on the lock symbol.
What are cookies and are they used by American Express?
If you hold a Membership Rewards eligible American Express Card then enrolling is easy, simply call the Membership Rewards team on 0800 44 22 08 or click here to enrol online.
How do I find out my Membership Rewards points balance?
To view your total points, log in to Online Services and access the ‘Membership Rewards’ tab. When booking your travel online, log in to 'Online Services' to pay for your journey with Membership Rewards points. Once you log in, your points balance will be displayed online.
Will I earn Membership Rewards points when I pay using my Card for travel online?
If you are enrolled in Membership Rewards you will earn Membership Rewards points for any portion of your travel paid for on your American Express Card. The points will be allocated to your Membership Rewards account on the business day following your booking.
Paying for Travel using Membership Rewards points?
I don't have enough points to pay for all the travel, what do I do?
If you don't have enough Membership Rewards points to pay for the entire trip don't worry, you can use the Points + Pay option to choose a combination of Membership Rewards points plus payment on your American Express Card to pay for your travel.
Is there a fee for paying for my online booking using Membership Rewards points?
There is no fee for redeeming points for travel using the online booking engine. Fees will apply if you need to make changes to your booking or cancel your booking after it has been confirmed.
Can I use Membership Rewards points to purchase travel for family and friends?
Yes you can use points to book travel for other people, such as family members or friends provided the tickets are not for resale, promotional or commercial use.
Can I gift points to someone else to book travel online?
No, points cannot be gifted under Membership Rewards terms and conditions however you can use Membership Rewards points to book travel for anyone, including family members and friends.
Do I have to be part of the travelling party if I pay using Membership Rewards points?
No, you do not have to be part of the travelling party.
Can I pay taxes, surcharges and levies using Membership Rewards points?
These charges are included in the price shown on the booking engine. However, some New Zealand departure tax and travel insurance costs are not included. You can choose to use your points to pay for both your travel costs and the additional charges such as airline surcharges, taxes and airline insurance charges.
Can I pay for change / cancellation fees using Membership Rewards points?
You can choose to use your points to pay for any charges that are incurred for changes or cancellations to bookings.