Fare conditions, changes and refunds

Airline fares carry different rules, and the cheapest ones are usually the most restrictive. We show the change and refund conditions on every fare before you pay. This page explains what those conditions mean and what we add on top of them.

Our 24-hour window

Cancel within 24 hours of booking and we will refund everything you paid us, whatever the airline’s own rules say — provided departure is more than seven days away. This is our policy, not a legal requirement, and it exists because the most common booking mistake is noticed within the first day.

To use it, look up your booking and contact us with the reference. Refunds go back to the card you paid with, usually within five business days.

After that window

The airline’s fare rules apply. In broad terms:

• Non-refundable fares. No refund of the fare if you cancel. Government taxes and some carrier charges may still be refundable — we will check and tell you.
• Changeable fares. You pay a change fee (if any) plus the difference in fare. If the new fare is cheaper, most airlines do not refund the difference.
• Refundable fares. Refunded, less any penalty shown in the fare conditions.

We do not charge our own change or cancellation fee. You pay the airline’s charge and nothing more. We will always quote you the full cost before anything is charged.

If the airline cancels or reschedules

You have options that do not depend on your fare type. Depending on the airline and the circumstances, these typically include a rebooking on a different flight at no extra cost, a credit, or a refund. Contact us with your reference and we will pursue the best available option on your behalf.

A significant schedule change — usually more than a few hours, or a change of airport — generally entitles you to a refund even on a non-refundable fare. This is a common airline policy and, in many circumstances, a consumer guarantee.

Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If a service we supply fails to meet a consumer guarantee, you are entitled to have the problem fixed, and to compensation for reasonably foreseeable loss or damage. For a major failure, you may cancel and obtain a refund.

These rights sit alongside, and are not replaced by, any airline fare rule or anything in this page. A fare described as “non-refundable” does not remove them.

Name corrections

Tell us as soon as you notice. Airlines treat a name change as a new ticket in some cases and as a free correction in others, and the earlier we ask, the better the outcome. We pass on the airline’s charge at cost.

Baggage, seats and extras

Bought directly from the airline after booking, using your booking reference. Their refund rules apply to those purchases, and we cannot refund them on the airline’s behalf.

How refunds are paid

To the original payment method, in AUD. Airline-initiated refunds move at the airline’s pace — we will tell you what they have told us, and we will chase them if it stalls.

Questions

Contact us with your booking reference and we will walk you through exactly what your fare allows and what it will cost.