Most questions can be answered by browsing our FAQs:
How do I contact Air Asia to discuss my booking?
Air Asia can be contacted directly via their Support page on their website. Please visit https://support.airasia.com/s/?language=en_GB.
Please have your Air Asia booking reference to hand. Air Asia bookings can also be self-managed by visiting the ‘My Bookings’ section of their website. Please visit https://www.airasia.com/en/gb.
How do I request a refund or travel credit?
A request for a refund or travel credit can be submitted through the form on our Change My Booking page. Submitting a request through this form is the quickest way to resolve your query.
The Australian Competition and Consumer Commission (ACCC) currently advises that it expects customers to receive a refund or other remedy, such as a credit note or voucher from an airline, if travel has been cancelled. This is the expectation in most circumstances. As your booking agent, Webjet is able to support you in obtaining a refund or credit from airlines, hotels or other third-party travel service providers that you have booked through Webjet. In most cases, airlines require Webjet customers to use Webjet to put forward a claim. This is done in order to reduce call volumes directly to the airline.
Please note that Webjet, in accordance with travel industry practices, forwards all customer funds to the relevant airline within 14 days of airfare purchase. This industry practice is, in part, to protect consumers from failures within the travel agent industry. Webjet does not retain client funds and, in accordance with the terms of our service, the responsibility for providing a refund or credit rests with the airline and is determined in accordance with the airline’s terms and conditions. We will continue to assist you in your dealings with the airlines you have booked through us and to manage this process on your behalf. Where Webjet receives a refund on your behalf, Webjet will provide the refunded amount to you as soon as those funds have been cleared.
How do I redeem my credit?
If an airline or hotel offers you a credit, that amount is held by that supplier for future use and not Webjet. Webjet can assist you when the time comes to re-book as per the supplier's credit and booking Terms and Conditions.
When you are ready to use that credit for a future booking, access the form on our Change My Booking page and submit a request to book your flight or hotel. You will also need to quote your Webjet booking reference number. Once you have completed the form, a Webjet team member will access your credit and book the flights or hotel on your behalf, without charging any Webjet fees.
Please note that redeeming credit is subject to the airline and hotel’s credit and booking terms and conditions.
How do I change a name?
Most airlines do not allow name changes for security reasons.
However if you have made a spelling error it is important that this is advised to the airline or boarding could be refused by the carrier.
If you have made a spelling error or selected the incorrect title for a passenger and are travelling on Jetstar, Scoot or Air Asia please urgently contact the airline directly to resolve the problem.
If you have made a spelling error or put the incorrect title for a passenger and are travelling on another airline, please contact Webjet urgently and advise the error made. Please also supply a scanned copy of the passengers passport showing the correct name. Webjet will then contact the airline and establish what process needs to be followed and advise you of any fee’s that may be applicable.
How do I obtain a Tax Invoice?
A Tax Invoice is provided to you upon confirmation of your booking.
Please refer to the attachment on your Webjet Booking Confirmation email called "Webjet Tax Invoice and Booking Confirmation". The Tax Invoice will be on the final page.
Please note that the above only applies to bookings containing flights.
A Tax Invoice is currently not generated for a booking with a hotel only. We are currently working on a solution to this and we hope to have this resolved very shortly. We appreicate your patience in the meantime.
If you require a Tax Invoice for your hotel booking - please contact us to request that a tax invoice be sent to you.
Baggage & Seats
What is my luggage allowance and how do I pay for an extra bag?
The luggage allowance for your flight will be advised during the booking process. Once your booking is made, please refer to your e-ticket receipt for your luggage allowance.
Excess luggage charges, please contact your airline before you travel as this can vary greatly between carriers but is almost always cheaper if arranged in advance with the airline.
Domestic Travel within Australia and New Zealand:
Each airline and airfare has slightly different limits so it's a good idea to check your domestic luggage allowance
Some fares only allow hand luggage. If you are planning to take luggage that will not fit in the overhead cabin you need a ticket that allows checked baggage. Extra baggage can be paid for at the airport but it is usually cheaper to pay at the time of booking.
Virgin Australia and Jetstar: Either checked luggage & carry on, or, only carry on luggage. Please refer to your airline confirmation email
All other Airlines: Refer to your e-ticket receipt
If you wish to select a fare that includes checked baggage please select the fare that shows a symbol of a blue suitcase.
If you only wish to purchase a fare that allows a carry on bag only, please select the fare that has a symbol of a blue suitcase with a red cross through it.
How can I request my seats with the Airline?
At the time of booking: you can now select a seat for Jetstar flights on the review page*.
After a domestic flight booking has been made, visit our online check-in page to select seats.
All other Airlines
If you would like to allocate your seats on another airline please start a messaging conversation with our 24/7 customer support and one of our consultants will help organise your seat allocation.
Manage your seat assignment
Selecting seats during the booking process
If the airline you have selected offers a seat map, Webjet will make this available to you on the “Flight Review” page (after you have selected your flight/s).
Depending on the fare purchased, you may have access to free seat selection.
However, many airlines now charge fees that allow you to book ahead and select your preferred seat. The cost may vary depending on where in the cabin you wish to sit.
If we do not show a seat map (that offers either free seat selection or at a cost) then a request can be made after the booking has been completed**
Selecting seats after the booking has been completed:
Please go directly to the airline website and look for “Manage Booking” (or similar wording).
You will need your airline reference which can be found on your Webjet Booking Confirmation.
If you require any assistance or guidance, please contact our Customer Contact Centre (available 24/7).
** Please note that some airlines/fares may not allow seat selection until check-in **
What is seat selection and add-ons?
Seat selection is an add-on feature available for customers using our full desktop site and the App. Currently available for Jetstar flights only, you have the choice to secure the seat you want at the time of the booking. On the review page, look for the seat icon and click to view current seat availability.
We do not guarantee that the seat(s) you select in your booking will be confirmed. Should there be a problem with your seat(s) request, you will be advised accordingly on the confirmation page. You will then need to contact the airline to request your seat(s).
In-flight vouchers is a new add-on feature available for Jetstar customers on our full desktop site. You can now purchase in-flight meal vouchers at the time of the booking to be redeemed onboard your flight. Note, in-flight vouchers are not transferrable.
Baggage selection is another add-on feature available for Jetstar flights. For fares that do not include checked baggage, you can nominate carry on and checked baggage amounts per person.
Note: Exit row seats (seats with extra legroom) can be purchased by contacting the airline directly.
Confirmation & e-Ticket
How do I access my itinerary and e-Ticket?
Your itinerary is attached to your confirmation email with the subject “Webjet Booking Confirmation”.
You can also log in to your account and access your itinerary under ‘My Account”. If you have forgotten your password, please follow the prompt to reset it.
If you have made your booking as a guest, your “temporary password” can be found on your confirmation email.
Please note: your itinerary is accurate as of the time of booking. You will be notified of any changes to your itinerary via email. You can access your most up-to-date flight details by clicking the ‘View latest flight details’ button(s) in your profile or in any itinerary provided by Webjet (see instructions above regarding how to locate your itinerary).
Please Note: Low Cost Airlines (Jetstar, Air Asia & Scoot) are ticketless and do not issue e-Tickets. A separate email will be sent to you directly from the airline as confirmation of your flight/s. The confirmation will include a barcode that you can use for check-in etc.
If you are flying with Jetstar, Scoot, or Air Asia and would like to access your latest itinerary please click on your airline’s name and enter your airline reservation number (located in your Webjet confirmation email). If this is the first time you are flying with Air Asia you will need to create an account on their website using the email address you used when booking.
For all other airlines, a separate email is sent by Webjet providing a link to your e-ticket/s.
Alternatively, you can click on the “View latest flight details’ button in your profile or in any itinerary provided by Webjet (as per above). This will also link you directly to your e-ticket/s.
We recommend printing your e-Ticket as the airline may require it to be presented upon check-in.
I have not received a booking confirmation email.
All bookings will generate a confirmation email that may also be used as a tax invoice.
You can access your bookings and tax invoices stored under your profile. Please click here to log into your profile.
Once logged on, click on the "My Bookings" tab. Your most recent booking will be listed on top. To gain access to all your bookings please click on "Past bookings" link.
If you haven’t received a confirmation email on your booking, we suggest you to first check your Junk email folder.
When will I receive my e-tickets?
Jetstar & Scoot bookings will receive an E-Ticket directly from the airline & a Webjet booking confirmation email within 24 hours of booking, you will have 2 confirmation emails.
If you have not recieved a separate email from the airline, we suggest you to check your spam / junk folder before contacting the airline directly.
All Other Airlines:
You will receive a separate email from Webjet with in 24 hours of booking, with instructions on how to access your E-Ticket.
Please note that your E-Ticket will be issued independently of your confirmation and could require up to 48 hours for delivery to the email address provided during booking. Upon receipt of your E-Ticket, you will be able to utilise the airline's platform to select seats or access any other available airline services.
For any further assistance with your booking you can booking you can start a messaging conversation with our 24/7 customer support
How do I pay for my booking?
Funds must be available at the time of booking. Ticketing will only be issued once the booking is paid in full. If you are required to rebook your flights, please refer to webjet.co.nz for the latest prices. Prices are subject to change without notice.
Car Hire Payments
Choose your car hire company, and if available, select your preferred payment option: Pre-Paid (in full or partial payment) or Pay on Arrival. Please refer to your booking confirmation for full pick up details.
For Pre-Paid bookings (full or partial payment), the amount payable will be processed in EUR currency at the current exchange rate on the day of purchase. Please note, exchange rates used by your credit card company may vary, refer to your payment provider for full details.
For Pay on Arrival bookings, the amount payable will be charged to the payment method presented at the time of pick up at the local currency rate (e.g. NZD in New Zealand).
Reserve Now, Pay Later. Dream big & lock in your next stay now without the upfront costs by looking out for Webjet's flexible Pay Later* option on over 500,000 properties worldwide. Book at Webjet today, and pay the balance when you arrive, combined with flexible cancellation policies ahead of your stay.
PrePaid. If payment is required in full up front, funds must be available at the time of booking. If you are required to rebook your accommodation, please refer to webjet.com.au for the latest prices. Prices are subject to change without notice.
Webjet charges no booking fees on 'Hotel Only' bookings, and offers 24/7 customer service to ensure you can book accommodation on your next trip with confidence.
Payment Exclusions & Conditions
- Some airlines may not accept American Express Membership Rewards® Points. For a list of eligible payment methods available for your booking type, please refer to the payment options available at check out.
- If you are not the Primary Account Holder of the nominated payment method at the time of booking, you must have permission from the Primary Account Holder. Webjet reserves the right to cancel a Webjet booking without notice, in the event of misuse or suspected fraud by a third party.
What payment options are accepted at Webjet?
Webjet accepts a range of trusted, secure payment options, including:
- Credit or Debit: Mastercard, Visa, American Express, JCB
- Buy now, Pay Later: Afterpay
- Points+Pay: American Express Membership Rewards, and ASB True Rewards
- Digital Wallets: PayPal
- Webjet Gift Cards (physical or digital).
Webjet Payment Fees may apply. Please review eligibility criteria, fees, and terms and conditions prior to check-out.
Does Webjet accept buy now, pay later or interest-free options like Afterpay?
Yes, Webjet New Zealand accepts one Buy Now, Pay Later option, Afterpay.
Afterpay will only display as a payment option on eligible bookings up to $3,000, including a 2% Webjet payment fee. Eligible bookings include flights, select hotels, holiday packages and Webjet eGift Cards. Insurance products purchased in the same booking as an eligible booking are also valid with Afterpay.
Afterpay is not eligible with 'Things To Do, car hire or motorhome bookings; insurance purchased as a standalone product, and/ or 'Reserve Now, Pay Later' hotel bookings. Afterpay does not currently support American Express cards.
For more information visit here.
How does Afterpay work?
At check out if your booking is eligible, Afterpay will be displayed in the left hand panel as a payment option. For more information about check out visit here.
If you choose to pay with Afterpay you can split your booking amount in 4 equal instalments, and pay no interest fees. You pay the first instalment of 25% at the time of booking, and the remaining three instalments will be automatically deducted by Afterpay from your nominated debit or credit card over the following six weeks.
Afterpay late fees, eligibility criteria and terms & conditions apply. Visit afterpay.com for full terms.
Can I redeem Points to pay for my Webjet booking?
If you are paying with American Express Membership Rewards® points, you can use the Webjet Points Plus Pay slider to change the mix of cash and points at check-out. The remaining balance will be charged to the nominated American Express Card.
If you are paying with ASB True Rewards, please select Credit Card option at check out and enter your card details. The remaining balance can be paid for with an eligible credit or debit card.
Please refer to your preferred payment provider for eligibility criteria and full terms and conditions.
How do I use a Gift Card to pay for my booking?
A physical or digital Webjet Gift Card can be used as a payment method for eligible bookings. Eligible bookings include flights, select hotels, and holiday packages. Insurance products purchased as an eligible booking are also valid with Gift Card redemptions. Gift card redemption is not eligible for bookings with 'Things To Do', car hire, or motorhome bookings; insurance as a standalone product, and/ or Reserve Now, Pay Later hotel bookings.
To redeem a Webjet Gift Card, simply enter the 12 character alphanumeric code at the payment page.
If the amount of your booking exceeds the value of your Webjet Gift Card, you will be prompted to pay the difference with an eligible Credit or Debit card only. The remaining balance cannot be paid for with PayPal, PayPal Pay in 4 options (Afterpay, Paypal, Zip), Google Pay, Apple Pay, American Express Membership Rewards® or NAB Rewards.
When will I receive my refund?
Once your refund has been submitted to the airline, the processing time by the airline can take up to 12 weeks. Once Webjet has received your refund from the supplier, your refund will be passed onto you, back to the original form of payment on your booking.
Once your refund has been submitted to our hotel provider, the hotel processing time can take 10-15 business days. Once Webjet has received your refund from the supplier, your refund will be passed onto you, back to the original form of payment on your booking.
Once your refund has been requested to our Insurance provider, Covermore, the refund processing time can take 3-4 weeks. Once Webjet has received your refund from the supplier, your refund will be passed onto you, back to the original form of payment on your booking.
What if my domestic or international booking has been cancelled?
The airline you are travelling with may have offered you a credit. The value of your tickets are held in credit with the airline for future travel. Webjet can assist you when the time comes to re-book as per the airline’s credit and booking Terms and Conditions.
A few key Terms & Conditions include:
The majority of airlines have advised that you must re-book and complete your travel within 12 months from the date of when your initial booking(s) were made. Please refer to the airline’s credit policy for full details. You can do so via accessing the airline links at the top of this page.
Name changes require the fare to be upgraded to a higher fare and an additional name change fee imposed by the airline will apply at the time of rebooking.
To rebook, access for form on our Change My Booking page. Select 'Book flight(s) using airline credit' and quote your Webjet Booking Reference Number. Once you have completed the form, a Webjet team member will access your credit and book the flights on your behalf, without charging any Webjet fees.
How do I contact Webjet?
All change and cancellation requests and queries are best submitted through the form on our Change My Booking page. Submitting a request via this form is the quickest way to reach our Customer Support team and resolve your query.
Our Customer Contact Centre is available 24/7 (7 days a week).
To start a conversation using our messaging service, simply select the ‘Message Us’ option on the bottom of this page to begin a conversation. This messaging service should not be used to submit any booking change or cancellation requests.
Please note that while there may be a delay in your response, our team is working through all requests and will respond to all Webjet customers.
How do I update my passport details for the booking?
If you are flying with Jetstar and Scoot you will need to contact the airline directly. Please provide your airline reference number to the airline for any updates.
For any other airline, please chat with our 24/7 customer support so that we can add this to your booking.
• Please provide the passenger name as exact the same on the passport, passport number, issue country and the expiry date.
• It is your responsibility to ensure you have a valid passport and Visa where required.
• Please update passport details at least a business day upon your departure.
Is passport information required for online bookings?
All details entered must be identical to that on your passport or photo ID that you will provide at check-in.
How do we book wheel chair service?
Once you have created your booking online, please call the airline direct to advise that a wheelchair is required.
The airline may need to know specifics in relation to the request. For example, does the passenger require assistance to the gate lounge, can they walk to their seat on the flight, etc.
If you are travelling with your own wheelchair, the airline will also require the dimensions of the chair and whether it is manual or battery powered.
How much is an upgrade to business class?
If you have an existing booking and wish to upgrade to Business Class, please start a messaging conversation with our 24/7 customer support to discuss changes.
Can I add another person on my existing booking?
Webjet allows you to book up to 9 passengers per booking. If you need to book for more than 9 passengers, please contact airlines directly.
Please note that you cannot add another person to an existing flight booking that you have already made and completed online. However, if you wish to add an infant to a booking, please start a messaging conversation with our 24/7 Customer support team.
If you wish to add another person onto your hotel or car hire booking please contact the company directly.
What is the check-in time for domestic and international Flights?
For a domestic flight leaving from a domestic terminal you must check-in at least 60 minutes before departure.
Online check-in is available for domestic airlines.
For all international flights, check-in is at least 2 hours prior to departure.
However, given increased security checks etc, the airlines may recommend 2-3 hours.
Please note that boarding times will be advised by the airline at check-in.
If you have two connecting flights you can check-in for both flights provided they depart within 24 hours of each other.
If you have an international flight and would like to make a seat request, please contact the airline directly. If you require further clarification please contact our with our 24/7 customer support.
My passport number has changed since I made the original booking as it required renewal. Will this impact on my e-ticket?
Passport details will be viewed upon check-in with the airline. If you have received a new passport since you made the booking, this will have no effect to your reservation.
Can I make a booking for an unaccompanied minor?
Unaccompanied minors cannot be booked online with Webjet.
This is because there is specific paperwork that needs to be completed. If you do not adhere to the individual airline rules and conditions this could lead to the passenger being denied boarding.
Therefore, we recommend you contact the airline directly for more information if the person travelling is 16yrs of age or younger.
Please note that Scoot Airline does not allow children / teenagers under 18 years to travel on their own.
Chat with an agent
A dedicated Customer Support team is available 24/7 on our messaging service to answer any queries you may have.
Speak to an agent
24/7 support. Please have your Webjet Booking Reference ready. If you are overseas, please call us on +64 9 590 0178. If you are based in New Zealand, please call us on the toll free number below
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