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Frequently Asked Questions (FAQ)

Booking & Payments

Does Skymate charge booking fees?
Yes, Skymate does charge $25-$100 booking fees. If there is charge that would be for external supplier arrangement charge only but can be clarified when booking and The final price at checkout includes all costs, with no hidden charges.
Yes, credit card payments incur a surcharge. This fee is non-refundable.
Changes depend on the fare rules and airline policies. Fees may apply, and fare differences may need to be paid.
The Premium Package provides priority customer service and waives one service fee if any for changes or cancellations.
A Flexible Ticket allows date/time changes without Skymate’s change fee or the airline’s fee. However, fare and tax differences may still apply. This option is non-refundable.

Flight & Travel Information

How do I check my flight schedule?
Skymate will notify you of any changes, but it’s best to reconfirm your flight with the airline at least 24 hours before departure.
Baggage allowance depends on the airline. Usually mentioned on the ticket confirmation. Fees may apply for checked luggage.
Seat selection depends on the airline. Some require a fee, and Skymate charges a NZ$6 service fee per seat. Previously purchased seats may not transfer if a change is made.
No, Skymate does not do any online check in, During the booking you may request to get it done.

Special Services

Can Skymate arrange special services (meals, bassinets, wheelchairs)?
Yes, these services are available for a fee but are subject to airline confirmation.
You can provide your frequent flyer details, but Skymate cannot guarantee points for all fares.
Yes, airport transfers can be booked, but details cannot be modified once confirmed.

Travel Requirements

Do I need to check my travel documents before departure?
Yes, you must ensure that all names and details on your documents are correct. Any errors are your responsibility.
It is the traveler’s responsibility to have a valid passport, visa, and re-entry permit. Skymate is not liable for denied boarding or deportation due to documentation issues.
Yes, airline policies vary. It is important to check with the airline before booking.

Cancellations & Refunds

Can I cancel my booking and get a refund?
Refunds depend on the airline's policies and fare rules. Some tickets are non-refundable, while others may allow cancellations with applicable fees.
Refund processing times vary based on the airline and payment method. It may take several weeks for the refund to be credited back to your account.
If your flight is canceled by the airline, you may be eligible for a refund or rebooking. Skymate will assist you in finding an alternative option.

Customer Support & Assistance

How can I contact Skymate for support?
You can contact Skymate via email at info@skymate.co.nz or call +64 093910-0010 for assistance.
Customer support is available during business hours. Exact service hours may vary.
For urgent travel issues, you should contact the airline directly or Skymate customer support if assistance is required.

Pricing & Discounts

Does Skymate offer discounts for group bookings?
Yes, discounts may be available for group bookings. Contact Skymate for a customized quote.
Skymate offers periodic promotions and travel deals. Follow @Skymaate on Instagram or check the website for the latest offers.
This depends on the airline’s policy. If you have a travel credit, check with Skymate to see if it can be applied to a new booking.

Travel Insurance & Protection

Does Skymate provide travel insurance?
Yes, Skymate offers travel insurance options. It is recommended to purchase insurance to cover trip cancellations, medical emergencies, and other travel risks.
Coverage depends on the policy chosen. Common inclusions are medical expenses, trip cancellations, lost baggage, and travel delays.

General Travel Information

How early should I arrive at the airport for my flight?
For domestic flights, arrive at least 2 hours before departure. For international flights, arrive at least 3 hours before departure.
Yes, stopovers can be arranged depending on the airline’s policies. Contact Skymate for details on multi-city travel options.
If you miss your flight, contact the airline immediately. Rebooking options depend on fare rules, and fees may apply.
Report lost baggage to the airline’s baggage service counter at the airport. Skymate can assist in following up with the airline if needed.

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