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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 30 November 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

 

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 48 hours 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

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 30 Novemeber 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

A. Supplier Credit

Depending on your booking and the supplier who was providing your travel service you may be issued with a supplier credit when your booking is cancelled.

  • A supplier credit is issued by the supplier and all credit sits with them rather than Flight Centre.
  • A supplier credit is usually issued when the supplier doesn’t offer a refund.
  • It can only be redeemed on products offered by the supplier.
  • Supplier credits are subject to each suppliers’ Terms and Conditions.
  • We are here to help you get the best value out of your supplier credit when you’re ready to rebook.

 

B. Flight Centre Travel Credit

Where possible you can opt for a Flight Centre Travel Credit.

The benefits of having a Flight Centre Credit:

  • We will waive the Flight Centre cancellation fee.
  • You can use your Travel Credit on anything we sell.
  • Your credit will be valid until 31 December 2021. As per our Terms and Conditions, this date may be reviewed and extended in line with travel restrictions.
  • You may also qualify for a Bonus Credit which is issued by Flight Centre and calculated based on the total amount of credit you have with us.
  • You will also receive a complimentary Captain’s Value Package, worth $49, when you make a booking with Flight Centre using your Travel Credit.
  • If on 31 December 2021 you are still unable to travel you can change your mind and have your credit converted to a refund.

Once your credit has been issued you will receive your credit details via email.

Please note: Credits are issued once the travel service provider has completed your booking cancellation. Depending on the travel service provider this can take up to 16 weeks from the date of cancellation. If you haven’t received your credit details via email after this time please contact your travel agent to advise them.

Whether it’s a supplier credit or a Flight Centre Travel Credit we are here to assist you with getting the best value out of your credit when you’re ready to rebook.

Rebooking in-store: Contact your Travel Agent or nearest Flight Centre Store.

Rebooking online: Contact our Online Customer Service team on 1300 733 867 to redeem your credit.

When you opt for a Flight Centre Travel Credit and the value of your credit is $500 or more you are issued with an additional Bonus Credit from us as a thank you. The Bonus Credit is automatically calculated and added to your total Flight Centre Travel Credit.

Bonus Credits are only applicable on Flight Centre Travel Credits and not supplier credits.

Bonus Credits are calculated based on the total value of your Flight Centre Travel Credit:

  • $500 to $1,999 per person of Flight Centre Travel Credit: equals $50 Bonus Credit.
  • $2,000 to $3,999 per person of Flight Centre Travel Credit: equals $100 Bonus Credit.
  • $4,000 to $5,999 per person of Flight Centre Travel Credit: equals $150 Bonus Credit.
  • $6,000 and above per person of Flight Centre Travel Credit: equals $200 Bonus Credit.

Example: if you have a Flight Centre Travel Credit of $500 your Bonus Credit amount will be $50. The maximum Bonus Credit amount per person is $200.

Due to Coronavirus the Australian and state governments now determines when and where we can safely travel internationally and domestically. The latest travel restrictions can be viewed here.

Flight Centre credits from a store booking (made either in person or over the phone) can be redeemed through the Flight Centre retail store network Australia wide.

Flight Centre credits from an online booking can be redeemed by calling our website customer support team on 1300 733 867.

Supplier Credits that are held with a specific land, tour, airline or other travel operator, are the same scenarios. If they were originally booked via the Flight Centre retail store network, they can be redeemed via the retail store network. If they were originally booked online, you can call us on 1300 733 867 to redeem.

 

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 at least 16 weeks. 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 30 November 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.

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

You can rest assured that any personal information that we hold about you will continue to be dealt with in accordance with our Privacy Policy and Australian data protection laws.

You can see the full Flight Centre privacy policy here.

 

Gift Cards, Vouchers & Rewards

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 has been creating holidays for Australians for almost 40 years and although COVID-19 has been the most challenging time our business has faced in its history, we have made the kind of tough decisions required to ensure our long-term sustainability.

Our balance sheet is robust and we have a strong liquidity position as well as a clear plan in place to further extend our liquidity runway to allow us to weather a long-term downturn.

We will continue to work towards extending our liquidity runway in the near-term by increasing revenue, as travel restrictions are lifted or relaxed; and identifying further cost reductions, particularly in our leisure businesses.

Flight Centre Travel Group will also target revenue opportunities, particularly domestic travel including New Zealand, and sales of our ready-made packages in Australia. 

We believe demand for international travel, our primary revenue source, will not fully recover before 2023-2024 in the absence of an effective vaccine, however we expect gradual sales growth during the year as travel bubbles and corridors open between countries and businesses and governments work together to develop broader re-opening strategies and plans.

As the year progresses FCTG will also review its debt structure to ensure it is appropriate for the medium to long-term. 

 

Impacted Virgin Australia, Tiger and Qantas 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 22 October , 2020, you cannot obtain a refund but are eligible for a Future Flight Credit that will sit with Virgin Australia.
 
For bookings made on or prior to 20 April, 2020 with travel before  22 October, 2020, Virgin Australia is unable to offer a refund or credit for flexible fares, however you would be eligible for a Future Flight Credit in place of this.
 
Please note change or cancellation fees may 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.

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.

Qantas has made some recent policy changes and customers may be eligible for a refund rather than a credit.

Should you hold a Qantas Credit, we recommend that you contact your Flight Centre agent or nearest store at your earliest convenience to check if you may be eligible for a refund. Your travel agent will be able to review your file and assist you to understand your options as not all tickets may be eligible.

If you are eligible for a refund under a Qantas policy, we must apply for the refund by COB Monday 7 September 2020.

Qantas has made some recent policy changes which may affect customers who cancel their flight before the airline officially cancels its service.

Customers holding a Qantas ticket and waiting to travel should contact their Flight Centre agent or nearest store to review the booking. Our travel agents will review the file and assist customers to understand their options, as not all tickets may yet be eligible.

Customers who are eligible under the revised policy must wait for Qantas to physically cancel the service, before applying for a refund, to avoid any impact to eligibility.

Qantas may not physically cancel the service until two weeks prior to the travel date, even if they have announced the suspension of travel until the of March 2021. As an example, a ticket that is due to depart on 15 January 2021 may not be cancelled by Qantas until 01 January 2021.

Qantas has made some recent policy changes and customers may be eligible for a refund rather than a credit. Should you hold a Qantas Credit, we recommend that you contact your Flight Centre agent or nearest store at your earliest convenience to check if you may be eligible for a refund. Your travel agent will be able to review your file and assist you to understand your options as not all tickets may be eligible.

A ‘Future Flight Credit ’ is a form of credit that can be applied to Virgin Australia bookings that were made prior to the airline entering into voluntary administration or previously held as a condition credit.

The full value of the Future Flight Credit is the equivalent to your unused fare, taxes and any ancillaries (eg. seating, special meals). If you rebook for travel on or before 31 January 2021, Virgin Australia will waive the change fee, however, any difference between your original fare and taxes, and that of the new booking, will be payable.

If you rebook for travel on or after 1 February 2021, Virgin Australia will charge a change fee plus any difference between your original fare and taxes and that of the new booking. Your agent will be able to advise total costs based on availability. If you don’t use the full value of your Future Flight Credit in one transaction, we’ll issue you a new Future Flight Credit with the same expiry date for the residual amount leftover and you can use that towards another Virgin Australia booking until the full credit amount has been used.

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

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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