More Kiwis Turning To Travel Agents For Clarity And Confidence In Complex Times

Kiwis are increasingly turning to travel agents to book and manage their travel, with new insights from the Travel Agents’ Association of New Zealand (TAANZ) highlighting a clear reliance on expert support in an increasingly complex global environment.

Recent TAANZ member survey results, conducted in response to the evolving situation in the Middle East, show that while global events are influencing travel behaviour, demand remains strong, and travel agents are critical.

The research showed that only 3% of travel booked through a TAANZ-accredited agent is being cancelled. Most of the impacted travel was able to be rerouted by the agent on behalf of the customer (61%). Of the cancelled flights, well over half (66%) were cancelled by customers rather than airlines, due to their global concerns.

TAANZ CEO Julie White says the results reinforce the value of professional travel advice.

“Despite ongoing geopolitical uncertainty, Kiwis still want to travel but they are recognising that they need an expert on their side to help. What we’re seeing is a clear trend: travellers are seeking out trusted advisors to help navigate changing conditions, reroute journeys, and provide confidence every step of the way. Travelling is still viable for many.”

The survey found that 82% of travellers were choosing to avoid travel through the Middle East. White comments that this is where travel agents are really coming into play, intimately knowledgeable on the industry and able to provide strong recommendations that are keeping Kiwis in flight.

“It is wise to avoid zones of conflict, we can help with that. But there are other complexities to note, 35% of our agents are seeing reduced availability for flights for future bookings. However, we also understand where the strongest supply is and how best to navigate this. For instance, Singapore Airlines have increased flights into New Zealand and Australia, giving greater connection into Asia and further into Europe.”

“This is a strong endorsement of the role travel agents play, particularly in times of disruption,” says White. “When things become uncertain, having a professional in your corner makes all the difference.”

The findings also highlight the significant workload being carried by travel agents, who are managing high volumes of customer enquiries, rebooking requests, and real-time updates as situations evolve. 38% of TAANZ-accredited agents are reporting a significant increase in workload.

“Travel agents are on the frontline, supporting customers, interpreting rapidly changing information, and ensuring travellers can continue their journeys with confidence. Often this can be day or night as we navigate itinerary changes across the world on your behalf” says White.

TAANZ continues to work closely with government, airlines, and industry partners to advocate for its members and ensure accurate, balanced information is shared with both the trade and the travelling public.

“As an industry, we’ve faced a number of headwinds in recent times, but these results show both resilience and relevance,” White adds. “More than ever, Kiwis are recognising the value of booking with a travel agent, not just for convenience, but for confidence, expertise, and peace of mind.”

While many are cautious to travel, White says there has been a change in consumer behaviour as many still want to book holidays with minimal risk.

“Anecdotally, there has been an increase in customers looking to book cruises with good options out of ports like Sydney and Singapore, which are relatively close for Kiwis to travel to. It’s a strong contender for those wanting to manage risk and budget. Many cruises are all inclusive and you can manage costs upfront.

There has been a continued trend into travel close by, like Asia and Australia. This has been consistent with cost of living over the past couple of years and continues to track well for Kiwi travellers.

If there is a desire to travel this year, a TAANZ-accredited travel agent can find the best solution for you.”

About the Travel Agents’ Association of New Zealand (TAANZ)

The Travel Agents’ Association of New Zealand (TAANZ) represents travel agents, brokers and wholesalers across Aotearoa. Its members uphold strict standards of professionalism, financial security and customer care, giving Kiwis confidence when booking and managing their travel.

TAANZ also administers a financial protection scheme to safeguard consumer funds and advocates for a resilient, trusted and customer-focused travel industry.

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