"Your travel partner globally"

BOOKING TERMS AND CONDITIONS

You and your traveling companions are deemed to have read, understood, and accepted the following booking terms and conditions. Please acknowledge, confirm, and check all the flight details and Passenger’s Name before we proceed to book and finalize your itinerary. Airfil Travel and Tours Limited shall be referred to as "the Company" in the terms and conditions below which apply to all types of bookings, unless otherwise stated. In the event of any conflict, the terms and conditions herein shall prevail.

1. COMMITMENT TO EXCELLENCE AND ETHICAL PRACTICES

     We adopt a mindset of quality, excellence, and innovation so that our level of service to our customers is continually enhanced. We aim to provide reliable services that meet or exceed the expectations of our customers. We aim to ensure that the services we provide are of satisfactory quality. The company adopts fair and ethical business practices as well as accurate marketing communications at all times.

2. PASSPORTS & VISAS

     To obtain a valid passports must possess by All passengers for international travel, and certain destinations may require the passport to be valid for at least 6 months beyond the planned return date. Additionally, some countries may mandate a machine-readable passport for entry. When arranging an international trip, we will assume all travellers have valid passports. If any passenger does not meet this requirement, it is essential to inform us prior to making payment. It is crucial to verify that you have the necessary passports, visas, and re-entry permits to comply with immigration laws and other government regulations.

• You will be solely responsible for any fines, penalties, or costs incurred due to failure to meet the documentation requirements set by relevant authorities. For detailed information on visas, passports, and other travel document requirements specific to your destination, we recommend contacting the appropriate government agency of the country you are visiting. While we can offer general guidance on visa and passport regulations for international bookings made with us, it is ultimately your responsibility to ensure all necessary documentation is in order.
• For more detailed information, you may reach out to an external visa provider. However, we do not guarantee the accuracy of the information supplied by any third-party service and disclaim any liability for any loss or damage you may incur as a result of relying on such information.

 NOTE:  APPLYING AND COMPLYING WITH VISA, eTA (Canada), ESTA (USA), WORKING VISA, VISITOR VISA ARE YOUR RESPONSIBILITY TO ENSURE THAT YOU HAVE VALID TRAVEL DOCUMENTS, PASSPORT AND RE-ENTRY PERMITS WHICH WILL BE REQUIRED OF IMMIGRATION OFFICER AND OTHER GOVERNMENT AUTHORITIES BEFORE DEPARTURE, AND THE COMPANY WILL NOT BE LIABLE FOR ANY VISA-RELATED CLAIMS. PLEASE CHECK CAREFULLY THAT YOUR PASSPORT IS VALID FOR TRAVEL, AS THEY MAY BE REQUIRED TO PROVIDE A COPY OF YOUR PASSPORT SOLELY FOR VERIFYING THE NAME FORMAT AND MOST COUNTRIES REQUIRE AT LEAST SIX MONTHS OF VALIDITY FOR ENTRY OR TRANSIT. WE DO NOT VERIFY PASSPORT VALIDITY OR ANY OTHER PASSPORT-RELATED INFORMATION FOR YOUR TRAVEL.

 ALL PASSENGERS MUST ARRIVE AT THE AIRPORT AT LEAST 4 (or 5) HOURS PRIOR TO THE TIME OF THEIR FLIGHT SCHEDULE OR YOU’LL BE DENIED BOARDING. 

     The time required to check-in, go through Security and board your flight will vary depending on the airport and the type of flight, and so we are not able to suggest a specific time for you to arrive at the airport. Airports have long queues due to complex security checks. Please check in early & proceed immediately to boarding gate. Please be reminded that Airfil Travel & Tours will NOT be responsible to your flight requirements, you must comply it personally before departure.

3. PASSENGER’S NAME

PLEASE CHECK CAREFULLY YOUR NAME & FLIGHT DETAILS. Ensuring that your first and last names exactly match on your passport. Airlines may refuse to issue a boarding pass if the name on your ticket doesn't match your passport. Some ticket name changes are NOT permitted once issued. But some airlines for correcting a name error after booking with a fee and it can be costly. Some airlines charge substantial fees for name changes or require rebooking at current fares.

4. AIRLINE FARES & BOOKINGS

     Airfares provided are subject to modification, withdrawal, or change by the airlines at any time before the ticketing process is finalized. Please double check before paying, as some airline fares are non-changeable and non-refundable.

     The Company holds no responsibility for the cancellation of services, errors, delays or financial insolvency of third-party providers, including airlines. If an airline changes your schedule, an additional charges is applicable in cancellation fees plus any airline fees. Pax special requests (like seat preferences, meals, or upgrades) aren’t guaranteed.

5. REROUTING/REISSUING/DATE & TIME CHANGES PER PAX

     Subject to seats and rates availability. Airfare difference is applicable to pay & other charges before & after departure. It’s your task to contact the airline prior to your flight to verify if there have been any changes to your departure time. Flight schedules can change due to weather, operational issues, or other reasons, and if you miss those updates, it could lead to missed flights, extra costs, or complications. If possible, reconfirm online or by phone, especially if your flight is near a busy travel period. This ensures you won’t face any surprises at the airport or incur additional costs.

6. BAGGAGE

     Passengers departing on full-service carriers will typically have a check-in baggage allowance and one (1) piece of hand-carried baggage as permitted by the respective carriers. Charges imposed by carriers for baggage in excess of such allowance shall be borne by you. The Company is not responsible for your baggage in the event of a claim against any other parties, including but not limited to travel insurance companies, hotels, carriers, and other transportation companies. The Company is not accountable for any baggage loss, damage, or in-flight service issues during your travel.                                                                                                                                  

     Codeshare Bookings Baggage Allowance: Not allowed. Additional Baggage is only available for sale on flights EQ. like operated by Qantas booked under a QF flight number. Passengers who are booked on Qantas operated services under a non-QF flight number (codeshare) and/or other airlines will be required to pay for excess baggage at the airport and will be subject to the airport excess rates.

7. TRAVEL INSURANCE

     Obtaining suitable travel insurance is essential to safeguard your travel plans against unexpected changes, last-minute cancellations, or any related costs. We do not handle any claims or related inquiries; you must contact the insurance provider directly to submit any claims.

8. HEALTH

     Before travelling to international or domestic flights, it is YOUR RESPONSIBILITY to be informed about any health requirements and necessary precautions for your trip and to carry all required vaccination documents, or you may be denied boarding or entry. It is your responsibility to know your vaccination status and ensure your vaccination certificate meets all the requirements for international travel. In certain cases, not providing the necessary vaccination proof may result in denied entry to a country. We advise consulting your doctor, a travel health service, or a specialized vaccination clinic before you travel.

9. PRICES

     All prices are subject to availability and may change or be withdrawn without prior notice. Once you have made a payment, you must promptly notify the company agent about the transaction. Our agent may request proof of payment. Please be aware that quoted prices are subject to change due to factors beyond our control that may increase the cost of the product or service. These factors include unfavorable currency fluctuations, fuel surcharges, taxes, inventory availability, fare or tariff increases, or deal withdrawals. If the price of a product changes after payment has been made or while your reservation is being processed, the Company may either request an additional payment or offer a full refund, but will not be held responsible for any price increases.

10. OUR SERVICE FEES

     Our service fee is charged per passenger. A single PNR or reservation may include multiple tickets, in which case the service fee will be applied to each passenger within the booking. If your travel booking includes both domestic and international sectors, fees for both domestic + international flights will be applicable.

11. PAYMENTS BY CREDIT CARD

     By choosing to pay with a credit card, you acknowledge and agree to the following terms: If you make a payment using a credit or debit card, a third-party supplier fee may apply. In the event that any travel service provider, including airlines, fails to deliver the services or flights you have booked and paid for whether due to insolvency, grounding, or other reasons the liability lies with the provider, not with the Company. If payment for the service was made to the Company via credit card, you agree not to initiate a chargeback for the transaction by accepting these booking conditions. If you initiate a chargeback for any reason after we have made payments on your behalf to an airline or travel provider including cases such as duplicate or double bookings made by you resulting in financial loss to us, you will be held responsible for that loss.

• We reserve the right to recover any outstanding debt from you by engaging a debt collection agency or legal representatives. You may also be responsible for any associated legal or collection costs. You consent to us obtaining and/or sharing your credit information with any credit reporting agency. Please carefully check whether the quoted price is in New Zealand dollars (NZD), as many hotels, tours, and services may be listed in the local currency.
• If you are unsure or have any doubts, please inquire before making a booking. If the price is quoted in a currency other than NZD, your credit card may be charged in that currency and converted to NZD at the prevailing exchange rate set by your bank, which may also apply a conversion fee. Alternatively, we may convert the amount using the selling rate on the transaction date. For convenience, some international low-cost carrier prices have been converted to NZD. The final amount charged to your card may fluctuate due to currency variations at the time the ticket is issued. All fares quoted and charged to you are based on the rates available to us at the time of quoting or ticketing. If the airline imposes a higher fare either before or after travel for any reason, including but not limited to a no-show, you agree and authorize us to charge your credit card for the additional amount required by the airline or provider, and you will not dispute this charge with your bank. You acknowledge that we act solely as an agent on your behalf with the airline and are not the actual travel provider. Any disputes regarding your booking must be resolved directly with the airline. However, we will assist you to the best of our ability by providing any relevant booking documentation we have.
• Payments made using a credit card will incur a surcharge of 1.5% to 2% (All NZ Credit Cards) and 2.5% for Visa and MasterCard.  A surcharge of 5% applies to all international card transactions.
• Payments, penalties, and service charges for bookings made from outside New Zealand will be calculated in USD if the airline conducts transactions in USD.
• Debit transactions do not incur any additional surcharge beyond the purchase amount. You can transfer funds directly to our bank account using the details provided by our representative(s).
• You authorize us to charge all applicable fees related to the services provided to the credit or debit card you have designated. If payment is not received from the card issuer or its agents for any reason, you agree to settle the full amount immediately upon request.

12. TAXES

     Airline taxes may vary and are finalized when your ticket is issued. Additionally, some airports may impose a local tax.

13. SERVICE GUARANTEES

     Service Hours: We operate from 9:00 AM to 6:00 PM (Monday to Saturday). In the event of a last-minute flight cancellation or schedule change, you must contact the airline directly for assistance, either by calling them or visiting the departure desk. The Company is committed to providing excellent service but is not responsible for any last-minute changes made by the airline.

     Our booking and advisory services are guaranteed to be: Delivered with appropriate care and expertise; Suitable for their intended purpose; Capable of achieving the expected outcome; and they will be delivered in a timely manner. If we do not fulfil any of these guarantees, you are entitled to rights under the New Zealand Consumer Law.

14. TRAVEL AGENCY / TRAVEL AGENT

     We operate as an agent and sell various travel-related products on behalf of multiple service providers, including airlines, hotels, travel insurance and cruises. Our responsibility is to make travel bookings on your behalf and facilitate contracts between you and the travel service providers, which you expressly authorize us to do. We carefully select reputable service providers; however, we do not directly provide travel services and have no control over or liability for the services offered by third parties. All bookings made on your behalf are subject to the terms and conditions set by these service providers, including their conditions of carriage and liability limitations. Copies of the relevant service provider terms and conditions are available upon request. Your legal rights regarding travel services are with the specific provider, and unless the issue arises due to our fault, we are not responsible. If a travel service provider is unable to fulfil the services you booked (except in cases where we are at fault), any claims or disputes must be directed to that provider, not to us.

15. RESPONSIBILITY

     The Company acts as an agent for airlines, hotels, and cruise liners and is not responsible for any injuries, losses, expenses, or damage to your belongings unless caused by the Company’s negligence or breach of duty. The Company is not liable for any such incidents resulting directly or indirectly from circumstances beyond its control, including but not limited to equipment failure, strikes, delays, weather conditions, medical issues, theft, quarantine or customs regulations, cancellations, changes in itineraries or transport schedules, deportation, or entry refusal by immigration authorities due to possession of illegal items, invalid travel documents, or activities deemed subversive by the relevant foreign government.

In situations where our liability cannot be excluded and can be lawfully limited, it will be restricted to the remedies required by applicable laws, including the New Zealand Consumer Law. This liability clause is subject to your rights under the New Zealand Consumer Law, and nothing in these terms and conditions is intended to restrict any rights you may have under the Competition and Consumer Act 2010.

16. TRAVEL DOCUMENTS

     You shall ensure that you have a valid international passport with a minimum of six (6) months validity from the date of scheduled return to New Zealand with at least 4 blank pages side by side. Prior to the scheduled departure date, you shall obtain the relevant travel documents, include, but are not limited to, airline tickets, hotel vouchers, tour vouchers, or any other document (whether electronic or physical) that serves as confirmation of an arrangement with a service provider. Travel documents may come with specific conditions and restrictions, including but not limited to being non-refundable, non-changeable, and subject to cancellation or amendment fees. Travel documents are non-transferable and must be used by the person whose name appears on the passport or photo ID. Any incorrect name on a booking may lead to the booking being unusable or cancelled. Please review your travel documents carefully and notify us immediately of any errors in names, dates, or times. You should print and keep a copy of your travel documents as provided on the website or in the follow-up email we send you.

17. SCHEDULE CHANGES

     Passengers MUST contact us or the airline(s) at least 72 hours before their flight to confirm their scheduled departure time. Any schedule changes are managed by the airline, which may offer alternative options. It is the passenger’s responsibility to inform Airfil Travel & Tours to update their itinerary with the chosen flight option.

18. DOMESTIC RESERVATIONS FOR TRAVEL WITHIN NZ

     YOU MUST REQUEST CANCELLATIONS AT LEAST 72 HOURS BEFORE YOUR FLIGHT'S DEPARTURE. Our service fee is charged separately and is in addition to any currency conversion fees, airline penalties, airline service charges, fare differences, and supplier service charges applicable to your booking.

• Some bookings are non-refundable, and in such cases, no refund will be provided upon cancellation.
• Cancellation of bookings must be made in writing and received by the company (email address: info@airfiltravel.com and airfil.enquiry@gmail.com) from 9AM to 6PM (Monday to Friday except Saturday, Sunday and Public Holidays). If you wish to change your flight, please contact us at +64-279001250. 
• For urgent last-minute flight changes introduced by airlines, please contact the airline directly, as they assume control 24 hours before departure.

Credit card surcharges are non-refundable. If the airline cancels a flight and does not offer a refund, the company will be unable to provide any reimbursement.

19. INTERNATIONAL RESERVATIONS FOR TRAVELLING OUTSIDE NZ

YOU MUST REQUEST CANCELLATIONS AT LEAST 72 HOURS BEFORE YOUR FLIGHT'S DEPARTURE.

     Our service fee is charged separately and is in addition to any currency conversion fees, airline penalties, airline service charges, fare differences, and supplier service charges applicable to your booking. Any changes to international bookings will incur a fee of $150 per passenger, per ticket, plus any applicable supplier fees.             

• Cancellations to International bookings will be charged a minimum fee of $200++ per passenger, per booking, in addition to any applicable supplier fees. Some bookings are non-refundable, and in such cases, no refund will be issued upon cancellations.
• Cancellations due to schedule changes will be subject to a minimum fee of $200 per passenger. Credit card surcharges are non-refundable. If the airline provides a full refund, we will deduct our service fee of $150 per passenger, per ticket, and the remaining amount will be refunded to the nominated bank account. Credit card surcharges will not be refunded.

     An advance cancellation fee applies when a refund is issued to a nominated credit card. If the airline is unable to operate and does not provide a refund, The Company will not be able to offer any reimbursement. If we incur any liability for a supplier cancellation fee due to a booking you change or cancel, you agree to compensate us for that fee. If you request a refund for a cancelled booking where payment has already been made to the supplier, we will only process the refund once we receive the funds from the supplier.

20. CANCELLATION BY COMPANY

     Please note that the Company acts as an agent for travel services rendered and reserves the right to cancel any air ticketing / tours prior to departure for any reason including but not limited to insufficient number of participants or when arrangements cannot be confirmed. The Company may, if it so chooses, recommend alternate tours to you for your consideration. Should you decide not to accept the suggested alternative/s, all refunds will be made accordingly by the Company without any further obligations. The Company shall not be held liable for any contingent costs incurred by the Customer arising from the cancellation. Refunds will typically take around four (4) to six (6) weeks from the date the Company received your refund application. However, during the high volume/peak period, refunds may take more than six (6) weeks.

21. AMENDMENT POLICY

          1. General Amendments

All amendment requests must be made in writing and are subject to availability and confirmation by the Company. Any re-issuance, re-booking or amendments made by passenger after reservations have been confirmed, will incur additional charges per amendment.     

          2. Amendments to Flights/Air Tickets

Tickets issued are restricted to a specific airline and are non-negotiable, non-reissuable, non-refundable and non-re-routable. Any alteration of the routing or change of date by the passenger is solely at their own risk and no refund will be given for any unutilized flight.

Any flight amendments, extension, deviation on the return date which is different from the group, is strictly on request and subject to the airline’s terms and conditions, additional charges and seat availability. Any additional charges imposed by the airline will be borne by the passenger, for tours operated on charter flights, no extension or deviation will be permitted.

22. REFUND POLICY

     Your refund request for airfare or other booked services is subject to the terms and conditions of the third-party service provider or supplier from whom we have purchased the services. The applicable guidelines and policies are determined by these service providers.

• Most special airfares and promotional deals are non-refundable, where airline cancellation fees amount to 100% of the total amount paid. Airline cancellation charges and service fees apply to all reservations booked through us, in addition to The Company service fees.
• If a refund is applicable, it may take up to 10 weeks from the date we process your request. In some exceptional cases, the airline may take longer than this timeframe, and The Company is not responsible for any delays caused by the airline or supplier.
• Our suppliers include but are not limited to airlines, cruise companies, and hotels service providers.
• For services where suppliers are not based in New Zealand, currency conversion rates apply to all charges and fees.
• In cases where the primary service provider is unable to issue a refund due to circumstances such as bankruptcy, insolvency, or liquidation, The Company holds no responsibility for refunding the customer.
• Refund requests must be submitted via email to info@airfiltravel.com and airfil.enquiry@gmail.com
• The Company can only process refunds into New Zealand bank accounts. It is the customer’s responsibility to provide the correct bank account details at the time of cancellation to prevent delays or misdirected refunds. Refunds will only be processed into the authorized account of the person who made the booking, with approval sought from the registered email address associated with the reservation.
• The Company may accept deposits to hold reservations, and all deposits are non-refundable.

23. PRIVACY POLICY

     We are dedicated to safeguarding your personal information and will manage it in accordance with our Privacy Policy. By sharing your personal information with us, you agree that our Privacy Policy governs its handling and consent to its collection, use, and disclosure as outlined in the policy. You specifically acknowledge that, in certain situations (such as when booking international travel), we may disclose your personal information to overseas recipients. These recipients may include international travel service providers, such as airlines, hotels, or tour operators, with whom you make a reservation. In most cases, these providers will receive your personal information in the country where they operate or where their business is based. We may also share your personal information with our affiliated entities overseas and with service providers both within and outside New Zealand.

     Generally, we will disclose your personal information only to facilitate your travel booking or to allow these service providers to perform administrative and technical services on our behalf. If we share your personal information with any party (including overseas recipients), you acknowledge that we are not responsible for ensuring their compliance with New Zealand privacy laws or for how they manage your personal information.

24. CONFIDENTIALITY OF INFORMATION

The Company will consider every transaction as confidential and will not disclose any information without your permission unless as required by law.

(Revised effectively 10th January 2025)