We're Here to Help

Our Customer Contact Centre hours are currently 8am - 8pm AEDT

We are experiencing an unprecedented volume of customer support requests resulting in extensive wait times. Our primary Customer Contact Centre in the Philippines is currently unavailable to take calls due to newly announced government restrictions. Rest assured, every team member in Melbourne has been brought in and is working as fast as possible to assist our customers. Those who are scheduled to travel within the next 24 hours are being prioritised first. If you want to change or cancel your upcoming travel, please submit this request through our online form and it will be prioritised according to departure date. 

To ensure we have the most up-to-date airline policy information, we recommend that you wait before contacting us if your scheduled departure date is outside of this imminent 24-hour window. This will allow us to provide the most accurate information to you. 

We sincerely appreciate your patience and understanding during this time. 


For all travellers wishing to make a change, please refer to the airline links below for the latest guidance.

If the airline you are travelling with has not yet issued a 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, Tigerair, AirAsia, Scoot or Cebu Pacific please contact them directly for changes or cancellations.



Most questions can be answered by searching our FAQs

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