COVID 19 Travel Advice

 

Our COVID-19 protection Framework 

Last updated 8:45 AM NZT, 3 DEC 2021

From December 3rd our Auckland and Christchurch branches will be open and ready to deliver unforgettable journeys for our customers. 

It is important to us that our customers and crew are able to have a safe and enjoyable experience at our branches. That is why we are introducing new COVID safety measures from December 3rd.  

As per NZ Government Policy all general visitors picking-up or dropping-off at our branches will need to be fully vaccinated against COVID-19, as shown on your “My Vaccine Pass” (or an equivalent pass recognised by the New Zealand government), when they arrive. This applies to any visitors aged 12 years and 3 months, or older.  

We will also be asking our customers to follow our COVID guidelines. This includes scanning-in on arrival, wearing a mask and social distancing.  

The safety of our customers and crew is incredibly important to us and your kindness and support are welcomed as we all adjust to the new normal and find the best way to deliver a safe and swift vehicle pick-up process and customer experience.

Guest Responsibilities

It is the guest's responsibility (main driver and other adults on each booking) to keep up to date and comply with advice, rules and restrictions from government and health authorities, and do their research in regards to leisure, business and essential service travelling, border closures, lockdowns and caravan park/campground requirements.

For bookings made from 1st May 2020, you should take into account the risk of COVID-19 and associated government measures. We advise you to closely follow any travel advice from your local government and health organisations, and we recommend reading all terms and conditions in regards to cancellations so that you understand the impact in case your travel plans need to change.

How is Tui responding to the changing COVID-19 situation?

We understand the uncertainty regarding COVID-19 is unsettling and may affect your current or future travel plans. In this challenging time for the global community and the tourism industry, the health and wellbeing of Tui guests and our team is our highest priority. We would like to reassure everyone that our existing policies and procedures are in line with the guidance provided by the World Health Organisation (WHO) and other government agencies. Tui is constantly monitoring travel restrictions and other advice which may impact our guests. 

Is Tui prepared for another lockdown? 

Tui is a well established New Zealand company which has been operating for more than 25 years. Since our international borders closed in March 2020, we have refocused the business on domestic tourism. There are so many New Zealanders who are keen to support Kiwi businesses and to use this opportunity to see their own country that we have been very busy since we came out of the first lockdown.

Even now with recent developments, our guests who are unable to travel immediately are choosing to put their bookings on hold and travel with us as soon as they are able.

This is a great business to be in right now and we are excited about our future. We can’t wait to have you travel with us.

Keeping up to date

We recommend that guests check travel advice from the New Zealand government regarding travel in New Zealand, or for guests travelling overseas, check the Safe Travel website before embarking on any journey. 

Are Tui branches in New Zealand open?

Please check individual location pages to see if your pick up and drop off branch is currently open, with limited contact pickup and return procedures. If the situation changes and a branch you are picking up from or dropping off to is closed, we will be in contact with you directly to discuss your options.

Does Tui offer limited contact pick-up and drop-off?

To aid with social distancing and reduce contact with our team while COVID-19 is a health concern, Tui has introduced limited contact vehicle collection processes. Pre-registration can be completed online, the rental agreement and other documentation can be emailed to guests and our How To videos provide a great overview of how to use your camper. 

Can I change my existing booking?

If you are due to travel to/from a Country which has imposed a short-term travel ban and/or where you cannot travel to your original Tui destination we offer the following options:

  1. If you are forced to cancel your holiday due to government enforced COVID-19 border closures or restrictions, will be subject to a cancellation fee of $100.00 which will partially cover our costs of credit card and administration fee).  The balance of the hire amount can be held for a future booking occurring within 18 months from opening of borders or refunded at any time. This will allow hirers the option to preserve the value of their money against adverse exchange rate fluctuations.
  2. Offer a credit for any monies paid for a future booking.  You may rebook to a future date within 18 months from opening of boarders to your country. The value of your current booking will be credited for use on the new trip, subject to availability. If you do not yet know your new travel date at this time, we will hold this credit against your current booking, for when you are able to advise new dates.
  3. Change of location - If you are already on the road and want to change the drop-off location, we will waive the change of location fee. However, there is no refund for unused days due to early return.

I am thinking of cancelling my upcoming reservation because of COVID-19

If you are forced to cancel your holiday due to government enforced COVID-19 border closures or restrictions, will be subject to a cancellation fee of $100 fee or offer a credit for any monies paid for a future booking.

While New Zealand's borders are closed, we are totally reliant on the support of Kiwis. Should your circumstances allow, it would mean the world to us if you opt for a travel credit rather than a cancellation. 

In this case, you would receive a credit to use towards a future booking. 

Should you need to cancel, the terms and conditions at the time you booked apply. Please get in touch with customercare@wilderness.co.nz.

What if I am on hire and want to return early due to a new lockdown?

You are welcome to return your vehicle earlier if you wish. We are unable to give refunds for bookings that have commenced already. See our terms and conditions. We can, however, offer you a credit if your hire is shortened due to a new COVID level restriction. The credit that you can use towards a future booking would be to the value of any unused days.

This means you can explore what you didn’t get to see without having to pay in full next time.

Can I extend my hire during lockdown?

If government requirements allow and you decide to stay on the road during lockdown, we can extend your hire. We will give you the same daily rate as at the time you confirmed your booking for the duration of the lockdown. This means you will not have to pay a higher rate if the prices have gone up since you booked.

Can I continue travelling if the current alert level permits?

Absolutely. If you are travelling in a geographical area that is in COVID alert level 1 or 2, you can continue doing so while following government's requirements such as social distancing and contact tracing. You can even extend your hire if you feel like you want some more solitude in our beautiful backyard!

What if I am on hire and I can’t return to my booked location due to borders being closed?

You may return to any of our Tui locations- we will be waiving the change of location fee if you are forced to amend your pick up/drop off locations due to travel bans in place.  In the unlikely event that you will be unable to travel back to either of our bases in Auckland or Christchurch, please get in touch with our team on 0800 324 939.

What if I made my booking through a travel agent, how do I get help?

Please contact your travel agent directly, as we will need to liaise with them about your booking.

Other Information

Vehicle Cleaning – Tui is following government cleaning regulations and all units are disinfected thoroughly during the cleaning process to ensure you and your family have a safe and enjoyable holiday.

Social Distancing – In line with social distancing recommendations, our staff will limit their contact with you on pick up. We will still ensure you understand how to use the vehicle through the use of our “how to” videos. Also,  our Tui Assist staff are more than happy to help with any questions you may have while on the road. 

Health & Wellbeing – We are providing regular updates to our staff on hygiene and cleaning practices to help keep everybody safe during these times.


This information is valid as at 09.11.2021 - please check back regularly for updated information.