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Important update relating to travel to/from Melbourne

State governments are re-imposing quarantine restrictions for travellers from Melbourne as well as some travellers from other states who have arrived or plan to arrive in Melbourne. Also, quarantine-free travel between Victoria and New Zealand has been paused until further notice, effective from 5:59pm AEST 25 May 2021. These changes may impact your upcoming travel plans, therefore we recommend that you refer to your local state government website and the New Zealand government website for the latest information.

If you have already submitted a change or cancellation request via our online form, we can confirm that we have received your request and there is no need to submit another request or contact us to follow up. We ask that you please bear with us as we prioritise customers with imminent departures.

If your flight is scheduled to depart within the next 24 hours and you would like to change or cancel your booking (if you have not already submitted a form on our website), please urgently contact Customer Support via:

  • Phone - the number is located on your booking documentation.

  • Messaging service - simply select the ‘Message Us’ option on the bottom of this page to begin a conversation. 

Please note, we are currently experiencing an increase in customer contact and unfortunately wait times have been extended as a result. We understand the frustration this causes, however can we please ask that you persist and do not close the online conversation or hang up the phone before reaching our Customer Support. This is important so an agent can process your change prior to your scheduled departure time, and prevent your booking being classified as a 'no-show' by the airline.

If your travel falls outside of this immediate 24 hour period and you would like to change or cancel your booking, the quickest way to do so is by submitting an online form via the Change My Booking page.  

We also recommend that you refer to the applicable airline website for up to date policies relating to Air New Zealand, Qantas, Virgin Australia and Regional Express (Rex) should you wish to change or cancel your booking. For travel with Jetstar please contact the airline directly to arrange flight change and cancellations.  

To learn more about current travel and border restrictions that may impact your travel plans, visit our dedicated page.

Redeem travel credit

Our Customer Service team is here to help with all change and cancellation requests, including for when you wish to redeem any travel credit provided to you by an airline, hotel, or other supplier. Please note: If your booking is with JetstarScoot or Cebu Pacific please contact them directly for changes or cancellations.

When the time comes to use your travel credit, please make sure you are familiar with your airlines terms and conditions. Check the terms of the credit available to you by following the airline links below. If your travel credits have been issued by multiple airlines, please be sure to read the policies of all airlines you were due to travel with. If the airline you are travelling with has not yet issued a cancellation policy and you still wish to cancel, normal airline penalties and restrictions will apply.

Check airline change, cancel and credit policies

When you are ready to re-book your travel, simply complete our online Change My Booking form by entering your Webjet Booking Reference Number, the email address used to make your booking and passenger surname. Once you have completed the form a Webjet Customer Service team member will access your airline credit and book the flights on your behalf, without charging any Webjet fees.


Most questions can be answered by searching our FAQs

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