Complaints & Dispute Resolution

1. How to make a complaint

You can raise a complaint by contacting Yes Travels by email or phone.

Please provide enough information for us to identify the booking or transaction and understand the issue.

• Your booking reference, where available.
• Passenger name or names.
• A clear description of what happened.
• Relevant dates, amounts or transaction details.
• Copies of supporting correspondence or documents where useful.

2. What happens after you contact us

We will review the information available to us and may need to check booking records, supplier information, payment records or correspondence relating to the matter.

Where the issue involves an airline or another supplier, we may need to contact that supplier or wait for additional information before the matter can be resolved.

3. Our response

We will aim to respond as soon as reasonably practicable and keep you informed where a matter requires further investigation.

Some complaints can be resolved quickly, while others may take longer where an airline, supplier, payment provider or other third party is involved.

4. Booking and airline-related disputes

Where a complaint concerns an airline fare, cancellation, schedule change, baggage, seat assignment or another supplier-controlled matter, the outcome may depend on the relevant airline or supplier rules.

Yes Travels will assist where reasonably possible but cannot override an airline or supplier decision where the underlying service is controlled by that provider.

5. Payment and refund disputes

If your complaint relates to a payment, refund or card transaction, please contact us before starting a chargeback or payment dispute where possible.

This gives us an opportunity to investigate the transaction, confirm the booking status and determine whether a refund, correction or other action is appropriate.

For more information, please see our Payment & Fees Policy and Refund Policy.

6. Chargebacks

If a chargeback or payment dispute is raised, Yes Travels may provide relevant booking, transaction and communication records to the payment provider, bank or card issuer as part of the dispute process.

Where a valid refund or investigation is already in progress, a chargeback may delay or complicate resolution of the matter.

7. Escalation

If you are not satisfied with the initial response, you may ask for the matter to be reviewed again.

When requesting escalation, please explain why you believe the previous response did not resolve the issue and include any additional information that may assist the review.

8. New Zealand consumer rights

Nothing in this policy limits any rights or remedies you may have under applicable New Zealand law where those rights cannot legally be excluded or limited.

9. External dispute options

If a matter cannot be resolved directly with Yes Travels, you may have the right to seek advice or use an external dispute or consumer resolution process available under New Zealand law.

The appropriate option will depend on the nature of the complaint and the service involved.

10. Related policies

This page should be read together with our Terms & Conditions, Cancellation Policy, Refund Policy and Payment & Fees Policy.