We’ve got a range of initiatives to support you or your business, if you’ve been financially impacted by COVID-19, We also have guides to help you bank from home. For all other updates, see our COVID-19 page.
All our branches have returned to normal trading hours. See our latest branch updates for more information.
We’ve decided to discontinue Loaded for Travel. Any cards that remained open as at 2 June 2020 have been cancelled.
If you have funds remaining on your Loaded for Travel account, you can request a refund to any New Zealand bank account.
All remaining balances were converted back to NZD at the exchange rate applicable on 2 June 2020. Please note that any remaining balances are held for refund in the future in a non-interest bearing account in accordance with the law applying to unclaimed monies.
You can arrange a refund by:
Please note: we're experiencing a high volume of calls and emails at the moment. If you can, please email your completed closure form and one of our team members will process it as soon as possible. Thank you for your patience.
If you have questions, please give us a call on 0800 TAKEFLIGHT (825 335) or email us on enquiries@loadedcard.co.nz.
As the Loaded for Travel cards have been discontinued, you can no longer log in to your account online or use the automated service via the 0800 TAKEFLIGHT (825 335) number.
If you have any questions about your account or would like to request a refund, please give us a call on 0800 TAKEFLIGHT (825 335) or email us on enquiries@loadedcard.co.nz.
There are several products similar to Loaded for Travel in the market that may suit your needs. Alternatively, your Visa debit and credit cards can be used on your travels. Please note that you won’t be able to lock in an exchange rate with a Visa debit or credit card.
If you feel we haven't delivered on what we promised, please let us know so we can try and resolve the issue. You can do this in several ways:
We take all concerns seriously and every complaint is fully investigated, as improving our customer service is important to us. If you're not satisfied with the outcome, you can send a request in writing to our Complaints Manager at complaints@kiwibank.co.nz to reconsider your concerns. Most concerns can be resolved by this stage. However, if your issue cannot be resolved this way, it may need to go to the Banking Ombudsman.
The Banking Ombudsman provides free independent help to resolve disagreements between banks and their customers. Banking Ombudsman brochures are available at any PostShop. The Banking Ombudsman will refer a case to us if it has not already been through our complaints process.
Download Loaded for Travel terms and conditions (PDF 99.2 KB).
Loaded for Travel cards are issued by Kiwibank Limited. Download Kiwibank's disclosure statement (PDF 4.2 MB) or pick up a copy at your nearest Kiwibank.
The Kiwibank “Loaded” names, logos and related trademarks and service marks are owned by Kiwibank Limited.