A message to our customers

This is an uncertain time, and we want all of our customers to know that we hear your concerns and frustrations. This unprecedented event and the subsequent travel bans have resulted in an incredible volume of requests to cancel or change travel plans. The government-enforced closure of our overseas call centre means phone calls are currently unavailable. This has resulted in delayed customer response times, but our team is working around-the-clock to help as many customers as possible.

On behalf of the entire Webjet team, we give our heartfelt thanks for your ongoing patience and understanding at this time, and ask that all change and cancellation requests be submitted via this form.

In the meantime, we recommend you refer to the airline links below for the latest guidance and find answers to some of your questions using our FAQs. 


If the airline you are travelling with has not yet issued a cancellation policy and you still wish to cancel, normal airline penalties and restrictions will apply. If your booking consists of multiple airlines, please ensure you check the policy of all airlines as one of your flights may be covered by a policy and others may not.

Note: If your booking is with Jetstar please contact them directly for changes or cancellations. 

Top questions asked during this impacted travel period


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More Customer Support Quick Links: