How can we help?

Who can change a booking?

The traveller or a member of the travelling party is able to change a booking. Persons who are not part of the travelling party are unable to cancel bookings or make enquiries about the booking.* Please refer to our Privacy Policy.

*In the event of a serious incident where the traveller is incapacitated, we will require written evidence of same prior to considering allowing a third party to access the booking.  

Who can cancel a booking?

The traveller or a member of the travelling party is able to cancel a booking. Persons who are not part of the travelling party are unable to cancel bookings or make enquiries about the booking.* Please refer to our Privacy Policy.

*In the event of a serious incident where the traveller is incapacitated, we will require written evidence of same prior to considering allowing a third party to access the booking.

Visting Canada or USA?

For Canada go here. For the USA, go here. If you do not qualify for an electronic Visa, you will need to contact the consulate for advice. Even if you are only transitting The USA or Canada, you are required to have a visa. Most people can apply for an online Visa/ESTA please apply at least 7 days prior to travel date. NO SAME DAY ESTA APPLICATIONS ARE PERMITTED.

If you do not qualify for an electronic Visa, you will need to contact the consulate for advice. Even if you are only transitting through the USA or Canada, you are required to have a visa. Most people can apply for an online visa.

Price Drop Protection

Airfares may vary greatly depending on many factors.  You can protect against the possibility of the fare dropping after purchasing your ticket by taking out Price Drop Protection (PDP). If you believe the fare has dropped and can provide us with a written quote with the below criteria you may be eligible for a claim:

  • A written quote from a travel agent or online agency

    • in the same currency as you paid and;
    • the agency is based in the country the first flight is departing from
  • The quote must be exactly the same itinerary as you have already purchased, this includes same airline, same routing, same cabin class, the same amount of people on the booking (ie you must not send us a quote for 1 person if you have 4 people on your original booking).
  • Should your claim qualify we will give you a TRAVEL VOUCHER for the difference.
  • The voucher will be valid for 12 months from the date issued. Travel may be after the 12 month period. (ie voucher valid till 19 Sep 2020 - travel can commence in Oct 2020).
  • You must have purchased PDP during the booking process (you cannot purchase this after the booking).
  • The quote you submit must be dated the same date as you lodge the claim and can only be the payment stage of the booking process as below:
  • We must be able to verify the current availability of the quoted fare.
  • PDP fee is non-refundable after purchase.
  • Only one claim can be made on PDP Insurance - if you make a claim, and there is a subsequent price drop, you will not be able to make another claim.
  • The price drop protection voucher must be used for one transaction only (can be multiple travellers on the same booking). 
  • The voucher cannot be split over multiple bookings. The voucher can be used for flight bookings only.
  • This voucher is non-transferrable.
  • This voucher is non-redeemable for cash.

Find more details regarding Price Drop Protection and how to lodge a claim here.

How to enter names correctly

Enter your full name as it appears on your passport. Use only alphabetical characters (A to Z). With a maximum of 25 characters for your first name/given name, and 30 characters for your last name/surname. Do not use abbreviations or nicknames. For example: if your passport name is James, don't enter Jim or if it is Robert, don't enter Bob.

I only have one name in my passport

If you only have one name, check the box stating “This passenger does not have a first name in their passport”.

e.g Name on passport: Smith body

My first name consists of a single letter

If your first name / given name is made up of only one letter, double the letter in the “first name / given name” field.

e.g Name on passport: R Smith

My last name consists of a single letter

If your last name / surname is made up of only one letter, double the letter in the “last name / surname” field.

e.g Name on passport: Robert S

My name has special characters in it

If your name is made up of special characters such as hyphens or apostrophes, remove them when you enter your name.

e.g Name on passport: Robert-John-Edward*Smith

My name has a suffix (eg John Smith Jnr)

If your name has a suffix, enter your first name as well as the suffix in the “first name / given name” field.

My first name is too long

If your first name exceeds 25 characters, enter as much of your name as possible, followed by the initials of the rest of your first names.

e.g Name on passport: Robert Johann Edward Augustus Smith

My last name is too long

If your last name exceeds 30 characters, enter as much of your name as possible, then email our Customer Care team with a copy of our passport and they will add it to your booking.

e.g Name on passport: Robert Augustopoulosopoulosaugustulussmith

My passport has two or more first names. I have a middle name

Enter both names into the first name box (see example). Use the same entry if you want the middle name to be on the ticket.

A maximum of 27 characters only is permitted. Should the names exceed the limit: a. only enter up to the 27 characters b. do not enter the 2nd name, 3rd name or middle name.

e.g Name on passport : Punit Jayant SINGH

I have two last names or a double barrel surname

Enter both names in the last name box (no spaces or special characters). Special characters are not required in the booking process. A maximum of 30 characters only is permitted.

Should the name exceed the limit: a. enter the name as normal up to the maximum of 30 characters.

e.g Name on passport : Robert SMITH-COOK

Do I need to add my middle name to the booking?

Internationally it is important to input your middle name in this booking process. For domestic travel, it is not required but is recommended. If you would like your passport details added to your booking, please email a copy of the face page to our Customer Care team, with your booking reference. They will add to your booking and this may save time at check-in.