IMPORTANT INFORMATION:

Update on Denpasar (Bali) flights as at 10:30 AEST Wednesday 28 September 2016

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
  • 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.

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 before 1 September 2016

By PayPal or Credit / Debit Card - AUD30

Card Payment Fee (Payment Surcharge) on or after 1 September 2016

(for flights departing Australia)

by Credit Card - 1.3% per booking

by Debit Card - 0.6% per booking

by PayPal - $23 per passenger, per booking

Guest Contact Centre Fee

AUD70

Airport Service Fee

AUD70


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.