Calls and Emails
Please be advised due to COV-19 we are getting an extremely high number of calls and emails. This has significantly increased hold time and delayed responses to emails. Our call centre is at its maximum capacity and partner airlines are delaying our ability to quickly assist our customers. If you are not flying within four days we strongly suggest that you first check the FAQ's and delay contacting the call centre. Sending multiple emails will not expedite your request and slows down agents responses. We are doing everything we can to respond to your request and appreciate your patience.
If you are calling to change or cancel your flight, please be aware that in the vast majority of cases you will still be required to pay an administrative fee as well as an airline penalty. For a full schedule of our fees please refer to our Terms and Conditions.
If you have requested a refund and it is currently in the process of being actioned, we advise that this process may take up to 12 weeks to finalise. We do thank you for your patience and understanding at this time while we do our very best to accommodate all our customers. Once we are back to Business as Usual we will resume our normal refund turnaround times.
If you are contacting us regarding the Corona Virus issue
China Airlines latest information CLICK HERE
Cathay Pacific latest information CLICK HERE
China Southern latest information CLICK HERE
Singapore Airlines latest information CLICK HERE
If you are contacting us regarding Virgin Airlines withdrawal of flight to Hong Kong
We are currently re-accommodating affected passengers onto alternative flights and will be contacting you to resolve. You are welcome to contact our Customer Care Team to discuss your options.
For assistance contact us.