A message to our customers

This is an uncertain time, and we want all of our customers to know that we hear your concerns and frustrations. This unprecedented event and the subsequent travel bans have resulted in an incredible volume of requests to cancel or change travel plans. The government-enforced restrictions on our overseas service centres mean we are only contactable by phone from 7am-11pm (AEST) 7 days a week. Messaging is now available 24/7. To start a conversation, select the ‘Message Us’ button below. If you are viewing this page from our app, tap 'Message Us' in the top right hand corner of your screen.

On behalf of the entire Webjet team, we give our heartfelt thanks for your ongoing patience and understanding at this time, and ask that all change and cancellation requests be submitted via our Change My Booking page.

In the meantime, we recommend you refer to the airline links below for the latest guidance, and find answers to some of your questions using our FAQs.


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. If your booking consists of multiple airlines, please ensure you check the policy of all airlines as one of your flights may be covered by a policy and others may not.

Note: If your booking is with Jetstar, TigerairScoot or Cebu Pacific please contact them directly for changes or cancellations.

Top questions asked during this impacted travel period:

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Important information relating to Virgin Australia and Tigerair flight bookings

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Flight Cancellation & Changes

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Airline-Initiated Flight Cancellations

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Other Travel Products

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Any other questions can be typed here:

More Customer Support Quick Links: