Planning

International Long Haul

Change and Cancellation Fees

Australia to North America

Booking Changes

Permitted up to 24 hours before scheduled departure time

If you are travelling in T, Q, V class the following applies:

  • AUD200 plus any fare difference
  • New ticket must be of equal or higher value

If you are travelling in N, E class the following applies:

  • AUD60 plus any fare difference
  • New ticket must be of equal or higher value

Permitted within 24 hours before scheduled departure time:

If you are travelling in T, Q, V class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD200 plus any fare difference

If you are travelling in N, E class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD60 plus any fare difference

Not permitted after scheduled departure time

Considered a No-Show. Please refer to No-Show rules in the Booking Cancellation and No-Show section below.

Child discount does not apply to change fee. Infant without a seat changes are free

Booking Cancellation and No-shows *

Before departure:

If you are travelling in T, Q, V class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD200 and any residual refunded to Travel Bank

If you are travelling in N, E class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD500 and any residual refunded to original form of payment

After departure:

Not permitted - Non refundable

No-Show:

Ticket must be cancelled at least 24 hours prior to departure time. In the event of a No-Show any fare paid will be forfeited.

Within 24 hours before scheduled departure time - considered No-Show. Please refer to No-Show rules above.

Child discount does not apply to cancel fee. Infant without a seat cancellation is free.

Australia to Hawaii

Booking Changes

Permitted up to 24 hours before scheduled departure time

If you are travelling in T, Q, V class the following applies:

  • AUD200 plus any fare difference
  • New ticket must be of equal or higher value

If you are travelling in N, E class the following applies:

  • AUD60 plus any fare difference
  • New ticket must be of equal or higher value

Permitted within 24 hours before scheduled departure time:

If you are travelling in T, Q, V class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD200 plus any fare difference

If you are travelling in N, E class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD60 plus any fare difference

Not permitted after scheduled departure time

Considered a No-Show. Please refer to No-Show rules in the Booking Cancellation and No-Show section below.

Child discount does not apply to change fee. Infant without a seat changes are free

Booking Cancellation and No-shows *

Before departure:

If you are travelling in T, Q, V class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD200 and any residual refunded to Travel Bank

If you are travelling in N, E class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD330 and any residual refunded to original form of payment

After departure:

Not permitted - Non refundable

No-Show:

Ticket must be cancelled at least 24 hours prior to departure time. In the event of a No-Show any fare paid will be forfeited.

Within 24 hours before scheduled departure time - considered No-Show. Please refer to No-Show rules.

Child discount does not apply to cancel fee. Infant without a seat cancellation is free.

Australia to Europe/Middle East via Abu Dhabi

Booking Changes

Up to 24 hrs before scheduled departure time
T, Q. V class

  •   AUD150 plus any fare difference
  •   New ticket must be of equal or higher value

N, E class

  •   AUD80 plus any fare difference
  •   New ticket must be of equal or higher value

Within 24hrs before scheduled departure time:
T, Q. V class

  •   Must upgrade to the Flexi, Premium or Business brand
  •   AUD150 plus any fare difference

N, E class

  •   Must upgrade to the Flexi, Premium or Business brand
  •   AUD80 plus any fare difference

After scheduled departure time

  • Considered a No-Show.

* Child discount does not apply to change fee. Infant without a seat changes are free. 

Booking Cancellation and No-shows *

Before departure: 
T, Q, V class

  • Up to 24hrs before scheduled departure time
  • AUD550 for adult, AUD330 for child, AUD55 for infant w/o a
    seat and any residual refunded to original FOP
 N, E class

  • Up to 24hrs before scheduled departure time
  • AUD200 for adult, AUD150 for child, AUD55 for infant w/o a
    seat and any residual refunded to original FOP

* Within 24hrs before departure time of the segment/leg Guest is flying - considered No Show
* Before departure of the first segment/leg, i.e. unused ticket 


After departure: 
T, Q, V class

  • Up to 24hrs before scheduled departure time
  • AUD550 for adult, AUD330 for child, AUD55 for infant w/o a
    seat and any residual refunded to original FOP
     

N, E class

  • Up to 24hrs before scheduled departure time
  • AUD200 for adult, AUD150 for child, AUD55 for infant w/o a
    seat and any residual refunded to original FOP

* Within 24hrs before departure time of the segment/leg Guest is flying - considered No Show
* For partially flown flights the residual amount will be the difference between the original fare paid less the total fare amount of the flights flown.


No Show:

  • Ticket must be cancelled at least 24hrs prior to departure time.  In the event of a No Show any fare paid will be forfeited.

Australia to Singapore (Operated by SQ)

Booking Changes

Permitted up to 24 hours before scheduled departure time

If you are travelling in T class the following applies:

Not permitted

If you are travelling in Q class the following applies:

  • AUD25 plus any fare difference
  • New ticket must be of equal or higher value

If you are travelling in N, E class the following applies:

  • No fee plus any fare difference
  • New ticket must be of equal or higher value

Permitted within 24 hours before scheduled departure time:

If you are travelling in Q class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD25 plus any fare difference

If you are travelling in N, E class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • No fee plus any fare difference

Not permitted after scheduled departure time

Considered a No-Show. Please refer to No-Show rules in the Booking Cancellation and No-Show section below.

Child discount does not apply to change fee. Infant without a seat changes are free

Booking Cancellation and No-shows *

Before departure:

If you are travelling in T, Q class the following applies:

Non refundable

If you are travelling in N, E class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD120 and any residual refunded to original form of payment

After departure:

Not permitted - Non refundable

No-Show:

Ticket must be cancelled at least 24 hours prior to departure time. In the event of a No-Show any fare paid will be forfeited.

Within 24 hours before scheduled departure time - considered No-Show. Please refer to No-Show rules above.

Child discount does not apply to cancel fee. Infant without a seat cancellation is free.

Australia to Europe, via Singapore

Booking Changes

Permitted up to 24 hours before scheduled departure time

If you are travelling in T class the following applies:

Not permitted

If you are travelling in Q class the following applies:

  • AUD25 plus any fare difference
  • New ticket must be of equal or higher value

If you are travelling in N, E class the following applies:

  • No fee plus any fare difference
  • New ticket must be of equal or higher value

Permitted within 24 hours before scheduled departure time:

If you are travelling in Q class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD25 plus any fare difference

If you are travelling in N, E class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • No fee plus any fare difference

Not permitted after scheduled departure time

Considered a No-Show. Please refer to No-Show rules in the Booking Cancellation and No-Show section below.

Child discount does not apply to change fee. Infant without a seat changes are free

Booking Cancellation and No-shows *

Before departure:

If you are travelling in T, Q class the following applies:

Non refundable

If you are travelling in N, E class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD120 and any residual refunded to original form of payment

After departure:

Not permitted - Non refundable

No-Show:

Ticket must be cancelled at least 24 hours prior to departure time. In the event of a No-Show any fare paid will be forfeited.

Within 24 hours before scheduled departure time - considered No-Show. Please refer to No-Show rules above.

Child discount does not apply to cancel fee. Infant without a seat cancellation is free.

Australia to South East Asia, via Singapore

Booking Changes

Permitted up to 24 hours before scheduled departure time

If you are travelling in T class the following applies:

Not permitted

If you are travelling in Q class the following applies:

  • AUD25 plus any fare difference
  • New ticket must be of equal or higher value

If you are travelling in N, E class the following applies:

  • No fee plus any fare difference
  • New ticket must be of equal or higher value

Permitted within 24 hours before scheduled departure time:

If you are travelling in Q class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD25 plus any fare difference

If you are travelling in N, E class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • No fee plus any fare difference

Not permitted after scheduled departure time

Considered a No-Show. Please refer to No-Show rules in the Booking Cancellation and No-Show section below.

Child discount does not apply to change fee. Infant without a seat changes are free

Booking Cancellation and No-shows *

Before departure:

If you are travelling in T, Q class the following applies:

Non refundable

If you are travelling in N, E class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD120 and any residual refunded to original form of payment

After departure:

Not permitted - Non refundable

No-Show:

Ticket must be cancelled at least 24 hours prior to departure time. In the event of a No-Show any fare paid will be forfeited.

Within 24 hours before scheduled departure time - considered No-Show. Please refer to No-Show rules above.

Child discount does not apply to cancel fee. Infant without a seat cancellation is free.

Australia to North Asia, via Singapore

Booking Changes

Permitted up to 24 hours before scheduled departure time

If you are travelling in T class the following applies:

Not permitted

If you are travelling in Q class the following applies:

  • AUD25 plus any fare difference
  • New ticket must be of equal or higher value

If you are travelling in N, E class the following applies:

  • No fee plus any fare difference
  • New ticket must be of equal or higher value

Permitted within 24 hours before scheduled departure time:

If you are travelling in Q class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD25 plus any fare difference

If you are travelling in N, E class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • No fee plus any fare difference

Not permitted after scheduled departure time

Considered a No-Show. Please refer to No-Show rules in the Booking Cancellation and No-Show section below.

Child discount does not apply to change fee. Infant without a seat changes are free

Booking Cancellation and No-shows *

Before departure:

If you are travelling in T, Q class the following applies:

Not permitted – Non refundable

If you are travelling in N, E class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD120 and any residual refunded to original form of payment

After departure:

Not permitted - Non refundable

No-Show:

Ticket must be cancelled at least 24 hours prior to departure time. In the event of a No-Show any fare paid will be forfeited.

Within 24 hours before scheduled departure time - considered No-Show. Please refer to No-Show rules above.

Child discount does not apply to cancel fee. Infant without a seat cancellation is free.

Australia to South Asian Sub Continent, via Singapore

Booking Changes

Permitted up to 24 hours before scheduled departure time

If you are travelling in T class the following applies:

Not permitted

If you are travelling in Q class the following applies:

  • AUD25 plus any fare difference
  • New ticket must be of equal or higher value

If you are travelling in N, E class the following applies:

  • No fee plus any fare difference
  • New ticket must be of equal or higher value

Permitted within 24 hours before scheduled departure time:

If you are travelling in Q class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD25 plus any fare difference

If you are travelling in N, E class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • No fee plus any fare difference

Not permitted after scheduled departure time

Considered a No-Show. Please refer to No-Show rules in the Booking Cancellation and No-Show section below.

Child discount does not apply to change fee. Infant without a seat changes are free

Booking Cancellation and No-shows *

Before departure:

If you are travelling in T, Q class the following applies:

Non refundable

If you are travelling in N, E class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD120 and any residual refunded to original form of payment

After departure:

Not permitted - Non refundable

No-Show:

Ticket must be cancelled at least 24 hours prior to departure time. In the event of a No-Show any fare paid will be forfeited.

Within 24 hours before scheduled departure time - considered No-Show. Please refer to No-Show rules above.

Child discount does not apply to cancel fee. Infant without a seat cancellation is free.

Australia to Asia, via Abu Dhabi

Booking Changes

Permitted up to 24 hours before scheduled departure time

If you are travelling in T class the following applies:

Not permitted

If you are travelling in Q, V class the following applies:

  • AUD25 plus any fare difference
  • New ticket must be of equal or higher value

If you are travelling in N, E class the following applies:

  • No fee plus any fare difference
  • New ticket must be of equal or higher value

Permitted within 24 hours before scheduled departure time:

If you are travelling in Q, V class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD25 plus any fare difference

If you are travelling in N, E class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • No fee plus any fare difference

Not permitted after scheduled departure time

Considered a No-Show. Please refer to No-Show rules in the Booking Cancellation and No-Show section below.

Child discount does not apply to change fee. Infant without a seat changes are free

Booking Cancellation and No-shows *

Before departure:

If you are travelling in T, Q, V class the following applies:

Non refundable

If you are travelling in N, E class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD120 and any residual refunded to original form of payment

After departure:

Not permitted - Non refundable

No-Show:

Ticket must be cancelled at least 24 hours prior to departure time. In the event of a No-Show any fare paid will be forfeited.

Within 24 hours before scheduled departure time - considered No-Show. Please refer to No-Show rules above.

Child discount does not apply to cancel fee. Infant without a seat cancellation is free.

Australia to Africa, via Singapore

Booking Changes

Permitted up to 24 hours before scheduled departure time

If you are travelling in T class the following applies:

Not permitted

If you are travelling in Q class the following applies:

  • AUD25 plus any fare difference
  • New ticket must be of equal or higher value

If you are travelling in N, E class the following applies:

  • No fee plus any fare difference
  • New ticket must be of equal or higher value

Permitted within 24 hours before scheduled departure time:

If you are travelling in Q class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD25 plus any fare difference

If you are travelling in N, E class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • No fee plus any fare difference

Not permitted after scheduled departure time

Considered a No-Show. Please refer to No-Show rules in the Booking Cancellation and No-Show section below.

Child discount does not apply to change fee. Infant without a seat changes are free

Booking Cancellation and No-shows *

Before departure:

If you are travelling in T, Q class the following applies:

Non refundable

If you are travelling in N, E class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD120 and any residual refunded to original form of payment

After departure:

Not permitted - Non refundable

No-Show:

Ticket must be cancelled at least 24 hours prior to departure time. In the event of a No-Show any fare paid will be forfeited.

Within 24 hours before scheduled departure time - considered No-Show. Please refer to No-Show rules above.

Child discount does not apply to cancel fee. Infant without a seat cancellation is free.

Australia to Africa, via Abu Dhabi

Booking Changes

Permitted up to 24 hours before scheduled departure time

If you are travelling in T class the following applies:

Not permitted

If you are travelling in Q, V class the following applies:

  • AUD25 plus any fare difference
  • New ticket must be of equal or higher value

If you are travelling in N, E class the following applies:

  • No fee plus any fare difference
  • New ticket must be of equal or higher value

Permitted within 24 hours before scheduled departure time:

If you are travelling in Q, V class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • AUD25 plus any fare difference

If you are travelling in N, E class the following applies:

  • Must upgrade to the Flexi, Premium or Business fare type
  • No fee plus any fare difference

Not permitted after scheduled departure time

Considered a No-Show. Please refer to No-Show rules in the Booking Cancellation and No-Show section below.

Child discount does not apply to change fee. Infant without a seat changes are free

Booking Cancellation and No-shows *

Before departure:

If you are travelling in T, Q, V class the following applies:

Non refundable

If you are travelling in N, E class the following applies:

  • Permitted up to 24 hours before scheduled departure time
  • AUD120 and any residual refunded to original form of payment

After departure:

Not permitted - Non refundable

No-Show:

Ticket must be cancelled at least 24 hours prior to departure time. In the event of a No-Show any fare paid will be forfeited.

Within 24 hours before scheduled departure time - considered No-Show. Please refer to No-Show rules above.

Child discount does not apply to cancel fee. Infant without a seat cancellation is free.

Other Fees and Surcharges

Booking and Service Fee

By PayPal or Credit / Debit Card - AUD30

Guest Contact Centre Fee

AUD60

Airport Service Fee

AUD60


General Information:

  • When bookings are created using a combination of fares from different fare types, the rules of the most restrictive fare will apply to the whole booking
  • Depending upon what fares are available the fare for your changed booking may be higher than the original.
  • You must pay any fare difference between the fare of your changed booking and the original fare.
  • Refund will be dependent on the rules of your original fare purchased
  • Fare downgrading is not permitted
  • Child/Infant must be accompanied in the same cabin on all flights by an adult. For flights to Hawaii this is 19 or older otherwise it is 15 older.
  • Guest Contact Centre (GCC) Service Fee is applicable each time a guest calls the GCC to make, change or cancel a booking.
  • Airport Service Fee is applicable each time guests make, change or cancel a booking at the airport.
  • Payment by Credit Card, Debit Card and PayPal attracts a Booking and Service fee
  • Booking and Service fee for Credit Card, Debit Card or PayPal bookings is per person per booking and is non-refundable. The Booking and Service Fee covers a range of costs, activities, fees and charges in relation to the booking, including (among other things) the reasonable costs of accepting card payments.
  • All fees and surcharges are per person per booking

* Before departure – these rules apply before any travel has commenced. After departure – these rules apply once a segment has been flown by the guest. No-Show – this is when a guest has a booking on a flight but does not travel. For partially flown flights the residual amount will be the difference between the original fare paid less the total fare amount of the flights flown.