Useful Information

 We apologise that due to high volumes you were unable to reach an agent.

The below options may assist with your query:

  • If your query is about documents required for traveling, click here this will direct you to our help page where you can find all the country specific travel restrictions information. Please note that our contact centre agents cannot confirm the entry restrictions that may apply to you as these are country specific, however most countries now require a completed passenger locator form, a Digital Covid Cert or a negative test. Please check your destination government website.
  • If you are contacting us to request reimbursement and your flight has operated or is due to operate, there is no reimbursement of either a voucher or cash due, this is because you have purchased non-refundable tickets.
  • For bookings made, after 10th June 2020 and before 30th September 2021, you can move your booking to a future date to travel up to and including the 31st of December 2021

    for fare difference only provided this change is made more than 7 days prior to the scheduled departure time of your flight. This promotion does not cover changes to flights for travel in 2022.  Click here  for more details. Any changes made within 7 days will be subject to additional fare difference if applicable, and the relevant flight change fees. For bookings made after 30th September 2021, our usual flight change policy applies and if you wish to reschedule your flights to any date in the future, you will incur the applicable flight change fees and any fare difference between your original flight/s and your new flight

  • If you received a voucher and want to reject this option and request a cash refund, click here to submit your request. All cash refunds processed will be refunded back to the method of payment used during the booking process.
  • If you have booked through an Online Travel Agent and wish to reject your voucher and request a refund please click here to access the Verification Form to submit your request.

If above options do not answer your query, please click here to visit our Help Centre were you may find additional information.