Kiwis turn to travel agents amid Middle East disruption

More New Zealand travellers are using travel agents to book and manage trips, according to TAANZ, which linked the shift to more complex travel conditions and disruption tied to the situation in the Middle East.

Survey results from TAANZ members suggest demand for travel remains firm despite geopolitical uncertainty. Agents are also taking on a larger role in rerouting bookings and advising customers on route choices. Only 3% of travel booked through a TAANZ-accredited agent was being cancelled.

Among disrupted trips, 61% were rerouted by agents on behalf of customers. Of cancelled flights, 66% were cancelled by customers rather than airlines, reflecting concerns about global events.

TAANZ chief executive Julie White said the figures pointed to stronger reliance on professional advice when travel plans are affected by external shocks.

"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," White said.

The survey found 82% of travellers were choosing to avoid travel through the Middle East. That has shifted attention to alternative routings and other destination choices, particularly among travellers still intending to take holidays or business trips.

Route changes

Flight availability is also becoming a factor in future bookings. TAANZ reported that 35% of its agents were seeing reduced availability for upcoming travel, suggesting travellers may face fewer options on some routes as airlines adjust schedules and passengers avoid affected regions.

"It is wise to avoid zones of conflict, and 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 has increased flights into New Zealand and Australia, giving greater connection into Asia and further into Europe," White said.

The findings also point to a heavier operational burden on agencies. TAANZ said 38% of accredited agents reported a significant increase in workload as they dealt with customer enquiries, itinerary changes, and requests for real-time travel updates.

That reflects the practical demands created when routes change quickly, flights are reviewed, and customers seek reassurance before committing to travel. Agents are handling not only new bookings, but also rebookings and changes for existing customers whose plans have been affected by developments overseas.

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

TAANZ said it is continuing to work with government, airlines, and other parts of the travel industry as conditions evolve, to help ensure members and travellers receive accurate information as routes and market conditions change.

Booking patterns

The survey and feedback from members also indicate a broader shift in consumer behaviour. Some travellers are still booking holidays, but are looking for options that reduce uncertainty and offer more predictable costs, White said.

That has fed into demand for cruises departing from ports such as Sydney and Singapore, as well as continued interest in nearer-haul travel to Asia and Australia. Those destinations have also been supported by cost-of-living pressures over the past two years, which have encouraged some households to choose trips closer to home.

"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," White said.

White said the latest figures showed the travel sector was continuing to adapt after a series of disruptions in recent years. For agencies, that means balancing customer service demands with a fast-changing operating environment shaped by airline schedules, regional instability, and shifting traveller preferences.

"As an industry, we've faced a number of headwinds in recent times, but these results show both resilience and relevance," White said. "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."

She also pointed to rising interest in cruise bookings and regional travel as customers weigh flexibility and budget.

"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 allow costs to be managed upfront.

There has been a continued trend towards travel close by, such as Asia and Australia. This has been consistent with cost-of-living pressures 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," White said.