Flying with

True South Flights

FAQ’s

Check out some of the most frequently asked questions we get here at True South Flights. If your query is not on the list, please do not hesitate to reach out to us and we will be happy to help out.

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Yes, all our prices are in New Zealand dollars and include all applicable taxes and fees

We recommend booking your flight on the first day of your stay in Queenstown to allow for potential weather rescheduling.

Bookings can be made directly online or by phone or email:

No, unfortunately we do not accept American Express (AMEX) credit cards

Yes! We operate 364 days a year, depending on the weather, with the exception of Christmas Day.

Our office is located at Remarkables Park Shopping Centre. Head out of Queenstown towards the airport, instead of taking a left into the airport grounds continue on Lucas Places to the next roundabout, turn left there and turn right into the New World carpark. We are situated at the entrance of Remarkables Park Shopping Centre, in a two-storey building that’s easy to spot as you enter the shopping centre.

If you’re driving yourself out to our office, plan to be here 30 minutes before your scheduled departure time.

We have plenty of free all-day parking in front of our building, and the drive from downtown Queenstown typically takes 20 minutes.

Our office is located in the same carpark as New World Supermarket by the entrance of the Remarkables Park Shopping Centre. Please park in here and bring your car license plate with you when you check in. We’re on the two story building that is directly at the main entrance.

Enjoy complimentary pick-ups and drop-offs within Central Queenstown. When booking online, you can choose from over 100 different pick-up locations.

Please note that we do not offer pick-up services from Airbnb, residential, or holiday rental properties, and we do not pick up from Lake Hayes, Shotover Country, Arthurs Point, Arrowtown, Gibbston Valley, Hanleys Farm, or Jacks Point.

If you’re unsure about where your nearest pick-up location is, please contact us for help.

Yes, we have plenty of space to leave your luggage and bags at our office.

Tour lengths are listed on each relevant page under “Trip Duration”. Tour length do not include pick up and drop off time from your accommodation. The “Flight Time” specifies the amount of time you will spend flying in the aeroplane or helicopter for each trip.

On our regular departure with Pure Milford, there is tea, coffee, water and some food options available to purchase on board. The onboard Cafe/Bar accepts both credit card and Eftpos payments. However, since connectivity can be spotty while cruising the fiord, it’s recommended to have some cash on hand for purchasing drinks and snacks onboard.

You are welcome to bring a packed lunch with you. If you arrive a few minutes before the check in time this can be done at New World supermarket next to our office. (BYO alcohol is not allowed on board, this is available to purchase on the cruise). 

 

Infants (age 0-2/15kgs or under) fly for free on a parent’s lap. We recommend using a baby carrier such as a “baby bjorn” to help secure the infant. If you don’t have a carrier available, then we use a child belt that loops through the parent’s seat belt. It is very rare for a baby to cry during the flight. 

There may be space to bring a small stroller in the plane, but it is not usually necessary as there is not a lot of walking on our tours.

It depends on what tour you’re taking. We always recommend bringing a camera with plenty of battery and storage, and if you’re going on our Milford Sound Fly-Cruise-Fly, we recommend a warm jacket and sensible shoes (the cruise boat in Milford Sound can get quite cold on the top deck).

Our infant age is from 0-2 years inclusive/15kgs or under. Children are between 3 and 13 years, and 14 years and above is considered an adult.

Infants (age 0-2) fly for free on a parent’s lap. We recommend using a baby carrier such as a “baby bjorn” to help secure the infant. If you don’t have a carrier available, then we use a child belt that loops through the parent’s seat belt. It is very rare for a baby to cry during the flight. 

There may be space to bring a small stroller in the plane, but it is not usually necessary as there is not a lot of walking on our tours.

We are required to ensure that our aircraft operate within their maximum weight limits and maintain the correct center of gravity. To assist us in planning and managing seat availability, and to provide you with the best experience, we request that you provide passenger weights at the time of booking.

If any passenger is 140 kg (308 lb) or more, please contact us directly before booking. For our helicopter partners, we need advance notice for anyone over 116 kg (255 lb), which is especially important for our heli hiking products and any helicopter add-ons.

If your weight at check-in exceeds your declared weight by more than 15 kg (33 lb), this may exceed the aircraft’s weight and balance limits, and your booking may need to be rescheduled depending on availability.

If the weather isn’t suitable to safely conduct the flight, you will have the option to rebook for the next available time or receive a full refund. If the weather is safe to fly but will be turbulent, you will have the option of flying, rebooking, or receiving a full refund.

We’re able to fly approximately 70% of days in the summer and winter, and 55% of days in the spring and fall.

Cancellations by the operator due to weather will be fully refunded to the original form of payment.

If your travel plans change or you are unable to fly with us as planned, please contact us promptly and let us know.

A 100% cancellation fee will apply if passengers cancel their flight, fail to check in on time, or make changes to their booking with less than 24 hours’ notice before departure.

True South Flights reserves the right to apply discretion in exceptional circumstances.

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