COVID-19 information hub

Change your flight

For domestic travel up to 30 June or international travel up to 31 August 2020, you can make one change to your existing booking and we'll waive the change fee and service fee, however, a fare difference may apply.

Request a credit

Alternatively, we can hold your fare in credit until 30 June 2021. You don't have to travel by that date, you just need to have the new flights booked. Request your credit here. Please note, you need to opt-in for a credit before your original flight date.

For international travel after 31 August 2020, if you are travelling on a route we are no longer flying, we can hold your travel in credit until 30 June 2021. You don't have to travel by that date, you just need to have the new flights booked. All travel must be completed within a year from the date of booking.

Request a refund

If you purchased a fare that permits a refund, either in full or with a penalty, you can request a refund.  If you purchased a non-refundable ticket, it remains non-refundable unless local legislation requires a refund to be made available.

If you have booked through a travel agent, please make this request through them.

You can confirm that your credit has been issued by entering your 6-character booking reference and last name here. If a credit has been issued for that booking, you'll see this response:

We are holding your booking in credit and are working on functionality to enable you to rebook online. If you urgently need to use your credit please call us.

If you hold a booking/s for domestic flights booked to travel between 24 January and 30 June 2020, or for international flights booked to travel before 31 August 2020 you are eligible for a credit.

Please note, you need to opt-in for a credit before your original flight date.

If you haven't already opted in for credit or been notified that your flight(s) have been placed in credit, you can arrange a credit here. 

If you have booked through a travel agent, please make this request through them.