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Cancellation process

Flight Centre has a network of travel partners and suppliers that we book your travel through. Below is an illustration of how the cancellation process works in the travel industry.

When you request a booking cancellation with us we contact the individual suppliers to cancel each segment of your trip.

The supplier processes the request and sends the refund back to us (excluding credits that remain with the supplier). This timeframe can depend on a number of factors: the volume of requests, supplier location, and method of refund. E.g., cruise suppliers post international cheques which can take several weeks to post and additional weeks to clear.

Once the refund clears into Flight Centre’s bank account we process the refund back to your original method of payment. Or, if you opted for a credit, we will issue you with a credit voucher to use on your next booking.

In a normal trading environment, this process happens quickly, however, due to the effects of Coronavirus, all suppliers have been inundated with requests leading to long wait times of more than 12 weeks in some instances. We understand that these delays can be very frustrating and we want to assure you that we're working closely with our suppliers to expedite your request. Read more.

My options

We understand that it's difficult to make decisions around future bookings at this time.  If your travel isn't scheduled to depart within the next 3 months you can hold off from changing your booking until there is more clarity.
There are 3 options available:
  1. Amend your booking to an alternative date in the future.
  2. Receive a credit for future travel.
  3. Or request a refund.
Where possible we will always try to carry out your first preference however supplier terms and conditions may affect the availability of this.

1.  Amend your booking to an alternative date in the future 

We are happy to move your booking forward to a new date in the future. Our Travel Agents can assist you with replanning your travel. 

2.  Credit

You can choose to have a Flight Centre credit (less any applicable supplier cancellation fees).
 
  • Credit voucher is valid until 31 December 2021, after which you may change your credit for a refund if not used, and no Flight Centre fee will be charged. 
  • Most travel products can also be booked around 10 to 11 months in advance meaning you could travel up to October or November 2022, or even later, depending on the booking type.
  • There is no Flight Centre cancellation fee charged when you choose a Flight Centre credit.

3. Refund

We can help you cancel a booking for a refund, subject to the supplier's terms and conditions.

The Flight Centre cancellation fee will be waived for bookings where:

  • If the supplier has cancelled their service, OR
  • Supplier has updated their Coronavirus cancellation terms and conditions to include your departure date, OR
  • Government restrictions (in line with Smartraveller) specify the following “COVID-19 AND TRAVEL: Do not go overseas. A travel ban is in place.” Based on these Government restrictions, we will not charge a Flight Centre cancellation fee for bookings up until 31st August 2020. We will continue to review our cancellation fee policy in line with Smartraveller. 

The Flight Centre cancellation fee may apply for bookings outside of these conditions.

Refund processing times

Due to the global impact of Coronavirus we are currently experiencing long processing delays. We apologise for these delays and want to reassure you that we are working hard to return your funds to you as quickly as possible. 

Supplier credits

Some of our suppliers' terms only allow for a credit held on file with the supplier. In this instance the credit remains with, and is issued by them. However, we can still help you with rebooking when travel opens again. Supplier information is subject to change.

Airline suppliers 

  • Virgin Australia 
  • Etihad Airways 
  • Malaysia Airlines 
  • Jetstar
  • Tiger Air 
     

 

Ocean cruise suppliers 

  • Costa Cruises 
  • MSC
  • Hurtigruten 
     

 

River cruise suppliers 

  • APT 
  • Travel Marvel 
  • Scenic 
     

 

Tour suppliers 

  • Back Roads Touring 
  • Bunnik
  • Busabout
  • Contiki
  • CostSaver
  • Insight
  • Intrepid Group
  • Luxury Gold
  • Topdeck 
  • Trafalgar
  • Wendy Wu
  • On the Go 
     

 

For further information on the Flight Centre cancellation policy please view our terms and conditions

For more information information on Change and Cancellation policies please view our Booking Terms and Conditions.

Change or cancel my booking

If you are scheduled to depart in the next 5 days please call us for immediate assistance.
Store booking
+61 7 3170 7840
Online booking
+61 7 3170 7886
For all non-urgent enquiries please use the relevant method below. 

Store Booking

To change or cancel your booking, please contact the store you booked with. If your store has closed please contact your nearest Flight Centre store.

Find Store

Impacted Virgin Australia customers

As you may be aware Virgin Australia, one of our key suppliers, entered Voluntary Administration on April 20, 2020, a decision made in order to protect the business in the long term. This reduced the company’s ability to provide customers with a normal travel credit or refund which impacts several of our valued customers.

VA released three new policies on 22 May, 2020, and on 26 May, 2020, advised that they will no longer be offering refunds to customers with flights cancelled due to the coronavirus, but offering conditional Virgin Australia credits only. These will be of the same value as the amount paid for the original ticket (including ancillaries and taxes, but excluding fees) and will be provided to customers for use on operating domestic flights.

For up-to-date information on Virgin Australia's cancellation options, the new policies as of 22 May, 2020, and how this impacts our customers, please view the FAQs below.

Booking and Cancellation FAQs

 

Urgency

If you are in a country that has closed its borders or introduced travel restrictions and you are unable to leave, please follow the advice of local authorities and the Australian Consulate.

If you need assistance with booking travel home you can contact Flight Centre for advice via email emergencyassist@flightcentre.com or by phoning +61 7 3170 7840.

For further information related to travel restrictions please visit Smartraveller and the World Health Organisation websites.

 

Cancellation

Store bookings:

Please contact your Travel Agent or nearest Flight Centre store

Online bookings:

You are able to manage your booking online.

If your booking has been cancelled by the supplier due to Coronavirus, you can choose to be issued with one of the following:

Supplier credit

Some suppliers are only offering credits that will remain on file with them. We can assist you in rebooking using this supplier credit when travel opens up once again.

Or

Flight Centre credit

Where possible, we can issue you with a Flight Centre credit which will be valid until 31 December 2021, a date that will continue to be reviewed in line with travel restrictions. In this instance where the supplier has cancelled the travel, we will not charge a Flight Centre cancellation fee. If you haven’t yet used the credit by 31 December 2021, you can choose to be refunded, and we will process without any Flight Centre cancellation fee.

Or

Refund

In the case where suppliers are offering refunds, we will return the funds back to you once we have received the refund from the supplier.

If the supplier has cancelled the booking, we will waive the Flight Centre cancellation fee under the following circumstances;

  • If the supplier has cancelled their service, OR
  • Supplier has updated their Coronavirus cancellation terms and conditions to include your departure date, OR
  • Government restrictions (in line with Smartraveller) specify the following “COVID-19 AND TRAVEL: Do not go overseas. A travel ban is in place.” Based on these Government restrictions, we will not charge a Flight Centre cancellation fee for bookings up until 31st August 2020. We will continue to review our cancellation fee policy in line with Smartraveller.

The Flight Centre cancellation fee may apply for bookings outside of these conditions.

If your supplier has yet to cancel their service, Flight Centre’s cancellation fee policy will apply.

To minimise the impact of our cancellation fees, it may be better to wait until your supplier has cancelled your booking (this usually occurs closer to your scheduled travel date). Please be aware that supplier policies change constantly and vary widely. Details regarding supplier cancellations and their terms and conditions can be found on each supplier website.

If you proceed with cancelling your booking in exchange for a refund before the supplier does: If you choose to cancel your booking of your own accord for a refund, our cancellation policy is as follows: 

  • $300 pp for International travel (maximum fee of $600 per booking).
  • $50 pp for Domestic and Trans Tasman travel (maximum fee of $100 per booking).

 

Credit

Taking a Flight Centre credit offers the following flexibility:

  • We will waive the Flight Centre cancellation fee.
  • The credit will be valid until 31st December 2021, which will continue to be reviewed in line with travel restrictions.
  • When you rebook, we will include our $49 Value Captain’s Package free of charge.
  • If on the 31st December 2021 you choose to be refunded, we will process this and waive the Flight Centre cancellation fee.

When travel opens up again and you are ready to rebook, we can assist you with redeeming your credit.

Store booking: If you originally booked through a store, the credit can be used at any Flight Centre store.

Online booking: If you originally booked online, please contact our Online Customer Service team on 1300 733 867 to redeem the credit.

Flight Centre credits:These credits will be valid until 31st December 2021, which will continue to be reviewed in line with travel restrictions. If on the 31st December 2021 you choose to be refunded, we will process your request and waive the Flight Centre cancellation fee.

 

Refund

In a normal trading environment the refund process happens quickly, however, due to the effects of Coronavirus all suppliers have been inundated with requests which has led to long wait times of 12 weeks or more. We understand that these delays are very frustrating and we want to assure you that we're working closely with our suppliers to expedite your request.

The following is an explanation of how the refund process works within the travel industry:

  1. When you request a booking cancellation with us we contact the individual suppliers to cancel each segment of your trip. These are third party travel providers and each one has different processing timeframes and policies.
  2. The supplier processes the request and sends the refund back to us (excluding credits that remain with the supplier). This timeframe can depend on a number of factors: the volume of requests, supplier location, and method of refund. E.g., cruise suppliers post international cheques which can take several weeks to receive and additional weeks to clear.
  3. Once the refund clears into Flight Centre’s bank account we process the refund back to your original method of payment. Or, if you opted for a credit, we will issue you with a credit voucher to use on your next booking.

Your deposit can be refunded for booking cancellations that meet the following criteria:

  • If the supplier has cancelled their service, OR
  • Supplier has updated their COVID19 cancellation terms and conditions to include our customers departure date, OR
  • Government restrictions (in line with Smartraveller) are saying, “COVID-19 AND TRAVEL: Do not go overseas. A travel ban is in place.

Based on these Government restrictions, we will apply this cancellation policy for bookings up until 31 July 2020 and we will continue to review in line with Smartraveller.

 

Cancellation fee policy update

Flight Centre’s standard Terms and Conditions have a cancellation fee which covers the cost of booking, amending and cancelling travel. We understand that Government travel restrictions and supplier cancellations during the period of Coronavirus have been beyond the control of our customers, and ourselves, however where possible, we are waiving cancellation fees, subject to our cancellation policy.

Yes you can, and you don’t have to do anything. Our team will process any additional refunds that are owed to you due to the updated fee policy. Please note that this can take approximately 12 weeks, and we appreciate your patience while we work through large volumes of customer refunds.

If your booking has been cancelled because the supplier has cancelled its service, then there will be no Flight Centre cancellation fee charged. In response to this situation, we have removed our own fees.

 

If your supplier has yet to cancel their service, Flight Centre’s cancellation fee policy may apply. To minimise the impact of our cancellation fees it may be better to wait until your supplier has cancelled your booking (this usually occurs closer to your scheduled travel date). Please be aware that supplier policies change constantly and vary widely. Details regarding supplier cancellations and their terms and conditions can be found via each supplier website.

If you proceed to cancel your booking for a refund before the supplier does:If you choose to cancel your booking on your own accord for a refund, our cancellation policy is as follows:

  • $300 pp for International travel (maximum fee of $600 per booking).
  • $50 pp for Domestic and Trans Tasman travel (maximum fee of $100 per booking).

These fees are only charged if you wish to receive a refund on your booking. If you choose to keep the money as a credit with Flight Centre, this credit will be valid until at least 31 December 2021. If at that time you are unable to use the credit and choose to have your money refunded, we will gladly action this, and no fees will be charged.

 

Store closures

You can rest assured that your booking is safe within the Flight Centre Travel Group and can be serviced by any of our agents.

Click here to find your nearest store.

Your booking is safe within the Flight Centre Travel Group and any of our agents will be happy to assist you with your booking and any future travel plans

 

Other

If you paid 100% of your holiday using a Flight Centre gift card, the booking value will be refunded back to a gift card for future use.

If you paid a portion of your booking with a gift card, this portion will be returned to the gift card for future use. The remainder will be refunded to the original payment method, but the value that was paid using the gift card, must stay on a gift card.

Your Flight Centre gift card expiry date will be set to 31 December 2021. We will continue to review the expiry date inline with travel restrictions.

The value of your booking that was made with CBA Rewards will be transferred onto a Flight Centre credit. This credit will be valid until at least 31 December 2021, which will continue to be reviewed in line with travel restrictions.

  1. If you would like a refund, it will be processed for the total value, once the PDP voucher has been applied. Please note that supplier cancellation fees may still apply. The Captains Package fee will not be refunded as the benefit has already been received.
  2. If you would like to keep the amount of your booking as a Flight Centre credit, then the value of the cancelled booking once the PDP voucher has been applied, will be kept with us as a travel credit for a future booking (subject to supplier cancellation fees). The Captains Package will also be added to your travel credit.
  1. If you would like a refund for your cancelled booking, and since you have not benefited from your PDP, we will happily issue a refund on your Captains Package fee and your PDP voucher will be cancelled. Please note that supplier cancellation fees may still apply.
  2. If you would like to keep the amount of your booking as a Flight Centre credit to use at a later date, we will waive any cancellation fees (if applicable). Your credit will include the amount the supplier refunds us, the Captains Package fee and the PDP voucher. The credit will remain valid until at least 31 December 2021 (which will continue to be reviewed in line with travel restrictions).

Flight Centre Travel Group has recently announced a development that will help overcome the challenges currently being faced in relation to the Coronavirus. The company has secured $900 million in additional funding to help ensure that FCTG is strongly positioned for the future. For more information on this you can read the ASX announcement.

Flight Centre's management are determined to ensure the business overcomes these significant challenges and, with the support of our customers, we will be here ready for you when conditions eventually normalise.

Impacted Virgin Australia customers FAQs

If you held a booking with Virgin Australia and have cancelled and already received your travel credit, you don’t need to do anything. When you want to re-book travel, just contact us and we will assist you.

If you have requested a cancellation (through your agent or our online form) and are yet to receive your Virgin Australia travel credit, please be assured we are working on booking cancellations with the nearest departure date and are processing requests as quickly as possible. We appreciate your patience as we work through this significant backlog.

For bookings made on or prior to 20 April, 2020 with travel due to travel prior to 30 September, 2020, you cannot obtain a refund but are eligible for a credit that will sit with Virgin Australia.

For bookings made on or prior to 20 April, 2020 with travel due on or after 1 October, 2020, Virgin Australia is unable to offer a refund or credit for flexible fares, however you would be eligible for a Conditional Credit in place of this.

Please note any change or cancellation fees will still apply. You can find out what type of fare you have booked by checking your Virgin Australia itinerary.

If your ticket was booked on or after 21 April, 2020 with travel due prior to 30 September, 2020, then you may be eligible for a refund, depending on the fare type you purchased, If you want to make a change, then Virgin Australia will waive any usual change fees then normal policies will apply.

A ‘conditional credit’ is a form of credit that can be applied to Virgin Australia bookings that were made prior to the company entering into voluntary administration, and has specific conditions that apply to how it can be used.

You can use this specific Virgin Australia credit for domestic travel with both Virgin Australia Airlines or Virgin Australia Regional Airlines during the period of administration, which ends on 15 August, 2020.

A conditional credit is non-transferable and cannot be used in conjunction with Velocity Frequent Flyer Points or travel credits belonging to another person. Standard Terms and Conditions and fare rules will apply to any fare booked using a conditional credit, except if your flight is cancelled, in which case you will be provided with another conditional credit.

Please note that some of Virgin Australia’s fare inclusions are currently varied as a result of coronavirus, including the onboard catering offering. Please see the Virgin Australia website for more information.

At this stage, Virgin Australia has advised that the conditional credits are only valid until 15 August 2020, which may be extended based on the voluntary administration process. If you choose not to take the conditional credit option, you can wait to see if the credit will be honoured once the administration is over and the new owners have announced their updated credit policy. However, we can not advise what will happen after this date.

While Velocity Frequent Flyer is owned by the Group, is a separate company and is not in administration, so your account and points balance will not be impacted at this stage.

Universal Traveller FAQs

We have let all customers with an upcoming booking know which store their agent is working at, and how to get in touch. If you haven’t received this email, don’t worry, you can contact any Flight Centre store and our Flight Centre family will be happy to help.

Yes, the standard terms & conditions attached to your voucher still apply and can be used in Flight Centre stores.

Yes you can use this in any Flight Centre store. The standard terms & conditions attached to your gift card apply.

Existing travel insurance policies will be valid as per your certificate of insurance and relevant PDS.

Unlimited date changes and no change fees are included with the U-Flexi Ultimate package for selected airlines selling Student Flights fares. These airlines are Virgin Australia, Emirates, Etihad, Singapore Airlines, Air New Zealand and Malaysia Airlines. For these selected airfares, no fees will be incurred for date change, however any additional fare or tax increase will be charged (i.e. applicable if you are changing to a more expensive fare). Payments are in accordance with our standard payment terms and conditions. U-Flexi Ultimate packages cannot be purchased if any part of the Student Flights airfare is non changeable. To request a date change before your departure date, simply email your travel agent to request the change. If you wish to make a change to your date once you have departed Australia, contact your travel agent, email us at uflexi@universaltraveller.com.au or call us on +61 2 8512 9600. Cancellation fees will not be incurred where you have purchased the U-Flexi Ultimate package and cancel your booking before departure on selected airlines selling Student Flights fares. To cancel your ticket, please contact your travel agent a minimum 24 hours prior to your departure. If the relevant airline has changed their policy and only provides a travel credit we will only be able to process that travel credit not a refund.

Standard repayments, based on your contract terms and conditions will still apply. Flight Centre also offers Skye Interest Free, find more out about it here.

Our supplier relationships

Flight Centre has a network of travel partners and suppliers that we book your travel through. These suppliers range from airlines, to hotels, touring companies, car hire vendors and there are hundreds of different suppliers that we work with to bring you the widest range of holiday options.

Now the important thing to note here, is that each of those suppliers has their own policy regarding refunds and cancellations. Adding to that, each has updated their policy continuously as the global situation evolved.

The onflow effect of this situation is our agents and support staff needing to routinely check for supplier updates (daily and hourly in some cases) in order to get the best outcome for our customers, especially as cancellation and refund policies have relaxed and dates for rebooking extended. So where a travel agent may have known all of the usual terms and conditions for a supplier, in many instances, they've had to constantly, everyday, re-educate in order to get the best outcome for customers through out this period.

Below is a list of our suppliers links to their webpages where you can find out more about each of their individual policies:

Select product category:

A number of international flights have been cancelled. All Airlines have their own change and cancellation policies in place. Please refer to supplier table below for further airline information and contact your Flight Centre travel agent.

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The cruise industry has put strong measures in place for the health and safety of passengers. Most cruise lines are cancelling departures right across the globe. If your cruise has not yet departed, your travel consultant will contact you if there are any major changes or cancellations to your booking. All Cruise Lines have their own change and cancellation policies in place. Please refer to supplier table below for further cruise line information and contact your Flight Centre travel agent.

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Similar to the cruise industry, Tour Operators are putting strong measures in place for the health and safety of travellers. Many Tour Operators are also electing to cancel departures and/or modify itineraries across the globe. All Tour Operators have their own change and cancellation policies in place. Please refer to supplier table below for further information and contact your Flight Centre travel agent.

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