FAQ

Applying

When applying for a Flight Centre Mastercard® you must have either:

  • New Zealand Driver Licence
  • New Zealand passport
  • Australian passport
  • Any other nationality passport with a valid NZ Residency Visa

Accepted forms of Proof of Address:

 

In addition, if you apply using any passport other than a New Zealand passport you must also have proof of address, which is either:

  • Utility Bill (includes telephone, internet, SKY TV, electricity, gas, insurance, land and water rates)
  • Account Statement from a bank, building society or credit union
  • Insurance policy
  • A letter or statement from Inland Revenue Department

Please ensure that your Proof of Address document:

  • Has been issued in the name of applicant and not older than 3 months.
  • Has a printed address that matches the one used in the “Information for Credit Application” form (if applicable)
  • Has a physical address (rather than a PO Box)

For any queries, please contact 0800 500 450.

 

Contactless Payments

During the Covid-19 pandemic, New Zealand’s payments industry will progressively roll out a temporary increase to the PIN limit for Contactless card payments to $200. The increase, which is up from the current $80 limit, aims to help reduce the need for customers to touch PIN pads when making in-store purchases during the COVID-19 pandemic. Therefore, you can now use your Flight Centre Mastercard during this time for Contactless purchases of up to $200.
Given the number of cards, payment terminals and businesses involved from across the country – it’s expected to take a few weeks for the roll out to be completed by retailers. Whilst our Flight Centre Mastercards are activated with the benefit now, we require merchants to activate contact payment capabilities at their terminals.
For Contactless payments over $200, the terminal will still ask for a PIN number so just follow the prompts.
The new $200 PIN limit will automatically be applied to payments made in store using your mobile phone with Apple Pay. You will not have to make any changes to the existing card details on your phone. You may have noticed that some terminals already don’t ask for a PIN. This is because some terminals are set up to know your mobile has identified you using your fingerprint or face ID, and don’t then require a PIN for any limit. That will continue at those terminals.
All you need to do is follow the usual prompts on the PIN pad when paying. If the limit has become active on that payment terminal, it will kick in automatically. You will simply see the Contactless symbol show on screen, hold your card directly above the screen and you will see the status of your payment on screen. That’s it.
Flight Centre  Mastercard will continue to monitor transaction accounts and alert customers to any unusual activity. If you have any concerns about unauthorised transactions on your account, please contact us. We also advise all customers to treat their Contactless cards like they would cash and take the necessary precautions to keep them safe. While Contactless cards are a secure way to pay, if lost or stolen, they should be reported immediately here.

Fees and terms

Our terms and conditions can be viewed here.

The Flight Centre Mastercard  has an annual fee of $50 applied to your Account twice a year ($25 on opening and every 6 months thereafter).

Fee correct as at 29 November 2016.

Flight Centre Mastercard App

The card activation feature will work for both new and existing customers, you’ll just need to set your login credentials and password in the App if you’re a first-time user.

You can activate your card from the tile on the home screen, or by clicking on the Account section located at the bottom navigation menu of the App.

Quick Balance is a new feature that lets you quickly check your card balance and Flight Centre Rewards from the login page. To take advantage of this feature, select ‘Enable Quick Balance’ from the Account menu.

Quick Balance will only display for you if you have already registered on the App. You can then select ‘Enable Quick Balance’ from the Account menu.

You can access your statements directly from the App home screen and access the last 6 months’ worth of statements. For statements older than 6 months, please contact us.

The app can be easily downloaded via the IOS or Android App Stores. Learn more about the App here.

If you have enabled automatic updates, the latest version of the App will update when you establish a wi-fi connection on your device. If automatic updates are disabled on your phone, you will need to download the latest version of the App from the iOS or Android App Store.

Flight Centre Rewards

If you receive a refund on all or part of your purchase you have made using your Card, any Flight Centre Rewards earned for that Purchase will be reversed, up to the amount of the refund you have received.

 

If a Purchase has triggered an automatic redemption, then unless it would result in your Account having a credit balance, the value of that redemption will remain on your Account, even if you subsequently return the goods or receive a refund for the relevant purchase.

 

For example;

Your Flight Centre Rewards balance is 20.00. You then spend $1,200 on a Gold Coast trip at a Flight Centre store, which automatically redeems the 20.00 Flight Centre Rewards as a credit onto your account for NZ$20. If you subsequently cancel that Gold Coast trip we will not reverse the $20credit we provided to you for that transaction, however, we will reverse the Rewards earned on the original purchase of the trip. Note: any Flight Centre Rewards earned on that Gold Coast trip of 24.00 will be reversed out.

Yes. Any unused Flight Centre Rewards will expire 3 years after the date they are earned.

We do it for you. Your Flight Centre Rewards earned, Flight Centre Rewards redeemed and your balance will appear on your Statement each month and online with our secureWeb Self Service centre at flightcentremastercard.co.nz. You can also check your balance on our mobile app or by calling 0800 500 450 (+64 9 580 7365 if overseas).

Flight Centre Rewards are automatically redeemed after any Purchase at a New Zealand Flight Centre store (either in-store or online). When redeemed, every 1.00 Flight Centre Reward earned will equate to NZ$1.00 credit to your Flight Centre MasterCard account.

 

For example:

Assume that on 31 March 2017 you have accumulated 20.00 Flight Centre Rewards on your account.

On 1 April 2017 you purchase a bus tour of Queenstown for NZ$60 using your Card at a New Zealand Flight Centre store.

On 2 April 2017 you will receive a credit of NZ$20.00 on your account.

Note: The Flight Centre Rewards earned on the 1 April 2017 purchase will only be redeemable from the next day ie 2 April 2017.

 

Flight Centre Rewards can only be redeemed as credit to your Flight Centre MasterCard Account once you have made a repeat Purchase at a New Zealand Flight Centre store (either in-store or online).

You earn 1.00 Flight Centre Reward for every NZ$100 you spend on a Purchase (excluding Purchases from Flight Centre) . At Flight Centre it’s even better, you earn 2.00 Flight Centre Rewards for every NZ$100 you spend in-store or online at a New Zealand Flight Centre store.

 

For example:

You spend $250 on groceries at your supermarket with your Card = 2.50 Flight Centre Rewards earned.

You spend $1,200 on a trip to the Gold Coast at a Flight Centre store using your Card = 24.00 Flight Centre Rewards earned.

 

We may from time to time tell you about the other places you can earn Flight Centre Rewards (including double Rewards).

General

Flight Centre Mastercard may request access to your location even when you are not using the app. We need this permission so we can check whether the app is being used from an unexpected overseas location to protect your account from fraud. Certain services and features may not be available if the app is being used outside of New Zealand. If you do not permit us to access your location, there are some features of the app (such as the view your Flight Centre Mastercard details feature) we may not be able to provide to you for security (and other) reasons.

To get in contact with us please fill in the form on our contact us page, or call us on 0800 500 450 from NZ +64 9 580 7365 from overseas.

 

Hardship

Yes, reduction of repayments is one available option to assist during financial hardship.

If in four months’ time you find that your situation hasn’t changed or hasn’t improved to a point where you’re able to continue repayments, your account will be reassessed and we’ll be happy to discuss additional options.

To apply for hardship, send us an enquiry using this form and one of our team will be in contact with you to discuss your options. Or if you’d like to speak directly to one of our friendly customer service representatives by calling 0800 500 450.

No, we won’t default or make any comments on your credit file.

Once your account is placed under hardship you won’t be able to continue to make purchases. This is for your own financial security, preventing your account from falling further into hardship.

Insolvent Retailer

You need to contact the merchant. Any issues with a product, returning a product or requesting a refund for goods received are subject to the retailers terms and conditions and are separate to our finance agreement with you.

 

Standard Purchase is a Purchase made anywhere that Mastercard is accepted.

We will require you to complete a Notice of Disputed Transaction Form and provide proof the merchant has agreed to a refund, for us to utilise Mastercard’s Chargeback and Disputes process.

 

This supporting documentation is a mandatory requirement and must be provided to ensure we can dispute your transaction with the merchant.

 

The completed Notice of Disputed Transaction Form and supporting documentation must be returned to customer.services@flexicards.co.nz within 7 days for flexigroup to initiate the dispute process via Mastercard.

Yes, you are required to maintain your monthly repayments towards your account while the dispute process is in progress.

You need to contact the retailer directly. If the retailer has gone into liquidation you will need to contact the liquidator directly. You can find out who the appointed  liquidator is by checking the Companies Office Register and searching the company name at https://companies-register.companiesoffice.govt.nz/

 

Insolvency.govt.nz also has helpful information on what to do when you are owed money or awaiting goods/services including what supporting information/documentation you may need to provide the liquidator.

 

Please contact our customer service team if you require confirmation of your Long Term Finance purchase or a copy of your statement and we will be able to help you with this.

You need to contact the retailer. Any issues with a product, its delivery or a refund are subject to the retailers terms and conditions and are separate to our finance agreement with you.

 

Long Term Finance means Finance options including a Flexi Payment Purchase and a Fixed Instalment that we may offer from time to time. Long Term Finance is available at participating retailers throughout NZ.

 

Retailer is any accredited party that accepts payment using your card or Account.

No, you will need to file the claim with the liquidator yourself however, we are happy to provide you confirmation of your Long Term Finance purchase or a copy of your statement if you cannot locate a copy.

 

Insolvency.govt.nz also has helpful information on what to do when you are owed money or awaiting goods/services.

Yes, our finance agreement with you is separate to your purchase agreement with the retailer who you purchased goods/made an order through. Unfortunately, that means you still required to make repayments to us and will need to follow up the retailer separately.

Lost card

Call us immediately on 0800 500 450 from NZ or +64 9 580 7365 from overseas and follow the voice prompts to cancel your card or login into our Web Self Service centre and fill out our online form.

 

Passcode

Your Password is used to login to the Flight Centre MasterCard® website and mobile app.

Your Passcode is a five-digit number that allows you to securely access your personal account information, such as your account balance, without the need to speak to one of our Customer Services team when you call us on 0800 500 450 from NZ or +64 9 580 7365 from overseas.

For added security, you may also be asked to enter a Passcode for some online transactions.

 

A Passcode is a five-digit number that allows you to securely access your personal account information, such as your account balance, when you call  on 0800 500 450 from NZ or +64 9 580 7365 from overseas, without needing to talk to anyone.

For added security, you may also be asked to enter a Passcode for some online transactions.

If you don’t have a Passcode set up, please call us on 0800 500 450 from NZ or +64 9 580 7365 from overseas.

Payments

Yes, we changed to ANZ in September 2018. The majority of people will not be affected by this and are not required to act. Those who are affected will be communicated with accordingly.

Our preferred payment method is Direct Debit. You can download a direct debit form by clicking here.

You can also make payments through internet banking.

The best way to do this is to set us up as a bill payee. You can transfer payments directly through your bank’s internet baking by choosing Flight Centre Mastercard as the bill payee. You will be prompted to enter the Code and Reference. This is needed to identify and process your payment.

If you can’t find us in your bank’s bill payee list, please use these details:

Bank: ANZ

Account Name: Columbus Financial Services Limited

Account number: 01-1839-0926671-00

Particulars: Please enter your surname

Code: You may leave this blank

Reference: Enter your 10 digit customer ID number (found on the back of your card or the top right hand corner of your account statement).

To avoid unnecessary delays to your payment please ensure you always complete the Reference field correctly as above.

Transfer payments directly from your online banking accounts to your Flight Centre Mastercard account:

Bill payee: Flight Centre Mastercard

Account number: 01-1839-0926671-00

Account Name: Columbus Financial Services Limited

Particulars: Please enter your surname

Code: You may leave this blank

Reference: Enter the letters ”ID”, followed by your 10 digit customer ID number (found on the back of your card or the top right hand corner of your account statement).

Always complete the Reference field to avoid unnecessary delays to your payment.

Any payment you make to your account is allocated according to the payment allocation sequence.

Full details of the payment allocation sequence can be found in our Terms and Conditions.

Using your Card

If you wish to dispute a Long Term Finance transaction (eg: charged an incorrect amount, incorrect Long Term Finance term loaded, faulty goods , no longer wish to take possession of  the item or the goods have not been delivered) you will need to contact the retailer directly.

 

For any travel related disputes please contact the relevant merchant to seek assistance. The merchant will take action and deliver the appropriate outcome as stated in their terms and conditions.

Yes, your account can still be used to make Long Term Finance purchases without your card so please keep your mobile phone and email address safe.

If you would like to put your account on hold to all stop purchases (including Long Term Finance), please call us on 0800 500 450 within NZ or +64 9 580 7365 from overseas.

If you identify an unauthorised transaction on your account, call us straight away on 0800 500 450 from NZ or +64 9 580 7365 from overseas. For peace of mind, you can also temporarily place your card on hold by logging into My Account so the card can’t be used.

 

If you wish to dispute a Standard Purchase or cash advance transaction on your Mastercard (eg: charged an incorrect amount, services not provided, goods not received, ATM has disbursed the incorrect amount of cash) you will need to complete a Notice of Disputed Transaction form.

 

You must report the disputed transaction to flexigroup as soon as identified.

 

Please return the completed Notice of Disputed Transaction form and any applicable supporting documentation to customer.services@flexicards.co.nz, or alternatively via post to: Flexi Cards Chargebacks and Disputes, PO Box 94013, Auckland 2241.

 

Please note once documentation has been received, it may take up to 30 days for us to respond and confirm no additional information is required.

 

For any travel related disputes please contact the relevant merchant to seek assistance. The merchant will take action and deliver the appropriate outcome as stated in their terms and conditions.

 

You are able to make Long Term Finance purchases in-store, at participating merchants without your card by using your Customer ID number. Your Customer ID is shown on the back of your card, the top right-hand-side of your monthly statement and on any correspondence that you receive from us.

Yes, you can use your Flight Centre Mastercard® to withdraw cash (cash advance) from any bank and ATM, within NZ and overseas displaying the Mastercard acceptance mark. Remember, if you withdraw cash from your Flight Centre Mastercard, interest accrues straight away and ATM fees may apply.

To apply for a credit limit increase please head to Web Self Service or call us on 0800 500 450 from NZ or +64 9 580 7365 from overseas.

Flight Centre Mastercard® offers access to Long Term Finance dealsɅ in-store at thousands of participating retailers throughout New Zealand.

 

Check out where you can use your Flight Centre Mastercard for Long Term Finance deals.

 

ɅA minimum purchase amount may be required. Annual Account Fee of $50 applies. New Cardholder fees – $55 Establishment.  Existing Cardholder fee – $35 Advance. Standard Interest Rate, currently 22.95% p.a. applies to any outstanding balance at end of a payment holiday or interest free period. Lending criteria, fees, terms and conditions apply. Rates and fees correct as at date of publication, subject to change.

Your customer ID is shown on the back of your Flight Centre MasterCard®, the top right-hand-side of your monthly statement and on other correspondence that you may receive from us.

You can activate your card by selecting a PIN. To do that, call us on 0800 500 450 from NZ or +64 9 580 7365 from overseas or head to our Web Self Service centre.

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