Refunds and Compensation
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Refunds
How to apply for a refund if you are unable to make your Interislander sailing.
Refundable ticket
If you have purchased a refundable ticket you can cancel your sailing up to one hour before your scheduled departure. You can cancel your sailing by logging into interislander.co.nz to access your booking. Follow the instructions on the screen, Call us on 0800 802 802 or email bookings@interislander.co.nz to cancel.
If you’ve paid for your ticket with a credit or debit card that is still valid you do not need to do anything further. The refund will be processed back to your card within three working days.
If you’ve paid via bank transfer or the card that was used to pay for the booking is no longer valid – please apply for a refund via the online refund form
Other refunds
You will need to fill out the online refund form if you have purchased a non-refundable fare but would like us to consider a refund on compassionate grounds or you consider you might be entitled to a refund due to your sailing being cancelled or delayed due to a reason within Interislander’s control.
Please note:
- Credit card fees are non-refundable in all cases
- Please only fill the online refund form once for each booking - do not resubmit
- If you’ve paid via a travel agent or a third-party website, please contact them directly.
Compensation
How to apply for a compensation claim if you incurred costs as a result of a delay or cancellation of your sailing due to an event within Interislander’s control.
What can I do if my sailing has been cancelled or delayed?
Unfortunately, there are times where we need to delay or cancel sailings. We will always try to minimise disruptions to you but sometimes they happen. In addition to weather conditions and adverse sea conditions, sailings may be delayed or cancelled for other reasons - safety and operational requirements, orders of regulators and other events.
If your sailing is delayed or cancelled, we will try to contact you as early as possible to let you know. If your sailing is cancelled, we will make all reasonable efforts to accommodate you on the next available sailing.
You may have rights under consumer laws like the Consumer Guarantees Act 1993 if your sailing is delayed or cancelled. If the Consumer Guarantees Act 1993 applies, options that may be available to you include:
- being booked onto the next available sailing;
- a refund of your fare; and / or
- compensation for reasonably foreseeable costs that you have experienced if your sailing was cancelled or delayed due to a reason within Interislander’s control. This generally includes mechanical issues, crew shortages/issues and operational requirements.
If we need to change your sailing, the rights available to you depend on the situation and will be considered on a case-by-case basis. Events that are outside of our control (such as weather conditions, adverse sea conditions and actions of a third party) are not usually covered by the Consumer Guarantees Act 1993.
Please contact us if your sailing has been delayed or cancelled, and you would like to make a request about a claim for your costs. Our team are happy to assist you. Call us on 0800 802 802 or email bookings@interislander.co.nz.
Costs you may be able to claim for include but are not limited to, accommodation costs while waiting for your alternate sailing and/or any additional costs of alternate travel arrangements. We will consider all claims that are submitted. Please note that not all costs may be eligible for compensation.
To make a claim, you will need to fill out the online compensation claim form.
We encourage you to keep proof of your costs to assist with any request you make.