FAQs and Terms & Conditions

Christine Nuthall on board our trains


Peruse our extensive list of frequently asked questions (FAQs) to find the answers you are looking for. If you still have questions unanswered, then Contact Us by phone or online.

You will also find links to our Terms & Conditions for packages, trains and ferries if you are looking to dive deeper into the details.


Frequently Asked Questions (FAQs)

Q) What are The Great Journeys of New Zealand (GJNZ) Packages?

The Great Journeys of New Zealand packages are offered in conjunction with Orbit World Travel and offer you the ability to go beyond our services and connect with the regions and cities of New Zealand at an attractive singular bundled price point to experience more of New Zealand.

Q) Will packages to other destinations/activities be made available in the future?

Online packages will be made available to more destinations progressively. You can register your interest on our packages page to be informed of new offerings as they are released.

Q) Do I need to show my confirmation documentation/voucher to each provider?

Yes, you must present either a hard copy or electronic version to the package providers at check-in with the suppliers’ confirmation number (this will be displayed on your itinerary). Failure to present the documentation/voucher may result in the provider requiring you to pay for that component of the booking.  

Alternatively, you can also call one of our Packages Travel Consultants on 0800 802 802 (option 3) for Interislander or 0800 872 467 (option 4) for Scenic trains or email packages@greatjourneysofnz.co.nz for further assistance.  

Q) Can I amend or cancel my package booking through the website?

No. Please contact one of our Packages Travel Consultants for assistance. All amendments and cancellations will be subject to the Great Journeys of New Zealand packages terms and conditions.

Q) What will happen to my package if GJNZ cancels its trains or ferries due to unforeseen reasons?

One of our Packages Travel Consultants will provide all the necessary assistance in re-booking your package on an alternative day or at a later time. If you decide not to travel, we will process a full refund for your booking. Please allow up to 4 weeks for the refund to be processed.

Q) Can I board the train outside of the listed stops?

No, we are unable to make unscheduled stops on the tracks and will only pick-up and drop-off passengers at our designated stops.

Q) Can I combine packages?

Yes, we can combine packages, you will need to advise one of our Packages Travel Consultants that you would like to add a second package to your itinerary when booking.

Q) Can a package be booked at the local information centre or travel agent?

No, our packages can only be booked online on the Great Journeys of New Zealand website.

Q) Can I make changes to my booking?

If you wish to amend your packages booking and we can make the requested change, an amendment fee of $35 per person named will be made to cover administration costs. However, the amendment fees charged by our suppliers may be higher and we reserve the right to pass on such fees. A new reservation may be required where there are non-refundable components. In these instances, should you change or cancel your reservation for any reason, your payment will not be refunded by us.

Q) Can I cancel my packages booking?

Yes you can cancel your booking with us at any point, however cancellation charges will apply. These charges are:

  • 0 - 14 days before departure 100% of package cost
  • 15 - 30 days before departure 60% of package cost
  • 31+ days before departure $100

Insurance FAQs

Q) Can I purchase Travel Insurance for my journey?

We believe that travel insurance is essential wherever you are travelling. Our recommended Insurance provider Allianz provides a fully comprehensive travel insurance policy. Insurance can be purchased through us or through an alternative insurance provider of your choice.

Accommodation & Activity FAQs

Q) Can I add extra nights before and/or after my chosen package?

Yes, provided there is availability. We can access a range of accommodation providers if your chosen selection is not available.

Q) How many people can share a double, twin or triple room?

Twin rooms contain two single beds and are suitable for either one or two people. A Double Room can be shared by two people. It may have one double bed or two single beds. A triple room is made for three people with a large double (or twin) that can take an extra bed (upon request & availability), normally as a camp or rollaway bed.

Q) Can I book just a hotel or activity, without a train or ferry journey?

No, the GJNZ packages that bundle our trains and ferries with a range of other suppliers cannot be purchased separately. 

Q) Can I upgrade my room type?

Yes, it may be possible to upgrade your room type prior to travel but this will be subject to availability and an additional payment may be required. Please call our Packages Travel Consultants prior to travel should you have any upgrade requests or changes to your accommodation bookings so that the options can be worked out prior to arrival.

Q) What is the Hotel check-in and check-out time and can I arrange a late checkout?

The check-in and check-out timings are indicated on the package itinerary. Times vary from property to property and when the accommodation providers are at full occupancy, there may be a small delay. If you would like to arrange for a late checkout, please ask your Packages Travel Consultant to request this for you at the time of booking (any changes to standard check-in/check-out times are subject to availability and applicable charges).  Our hotels will provide an area where your luggage may be stored either prior to check-in time or after checking out.

Q) What happens in the event the activity portion of my package is cancelled due to weather or mechanical failure?

In the event your activity is cancelled, an alternative will be offered on the day. If this is not possible or an acceptable alternative offered, a full refund will be provided via our Packages Travel Consultants. 

Q) Are transfers included?

Yes, we include transfers between the train and accommodation or activity unless stated on the activity overview. 

Payment FAQs

Q) If my friend and I book a package together can we pay separately?

Yes, you can. Please call 0800 802 802 (option 3) for packages that include Interislander or 0800 872 467 (option 4) for packages that include Scenic trains. Alternatively, you can email us at packages@greatjourneysofnz.co.nz  

Q) What payment types do you accept?

We accept Visa, MasterCard and American Express credit cards. A 3% credit card convenience fee will apply to all credit payments. Alternatively, you can pay by online payment from your bank account, no fees apply for this channel.  

Luggage FAQs

Q) How much luggage can I take on the train?

When you travel on a package the luggage accepted and transported is subject to our luggage policy and conditions as set herein. You are limited to one checked piece of luggage per person. Total checked luggage weight per person is not to exceed 32kg. 

  • Maximum volume per bag is 200 linear centimetres (this is calculated by adding height + length + width together) 
  • Maximum weight for a single bag is 32kg: 
    • Bags weighing over 23kg require two people to lift on to the train and we may require your assistance 
    • Bags over 32kg will not be accepted and must be re-packed.
    • Repack bags can be purchased for $10 (in addition to our $20 extra bag charge)

Each piece of luggage must have an identification tag attached to it that includes name, return address, and telephone number. 

Emergency FAQs

Q) What can I do if I encounter an emergency during my journey or at the travel destination? 

You can contact our Packages Travel Consultant for assistance relating to your package. In many instances, travel insurance may cover you for any disruptions to your travel plans, and you are highly encouraged to take out travel insurance prior to your travel commencement. A 24/7 emergency contact will be provided with your booking confirmation to assist you during your journey.

Terms & Conditions

Download and read our full Terms & Conditions of travel using the links below:

Contact our travel consultants to answer your questions

Contact us

Need more help or would like to book? 

Visit our Bookings & Enquiries page to call us or contact us online now.


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