Travel Alerts

Last updated
Friday, March 27, 2020 - 7:21AM

Last updated: 24th March 2020

We understand that this is a stressful time for our customers. We are currently experiencing a high volume of calls and our Customer Care Team are prioritising customers who need to return home from overseas and those with bookings departing within 48 hours, so please bear with us.

We are working closely to ensure that customer travel plans are rerouted, rebooked or offered a travel credit for a future date where possible.

Message for existing customers

If you are currently travelling and need to return home, or are due to travel, please read the below FAQs for what you need to do.

FAQs

Please read the below FAQs for information on BYOjet's own change and cancellation policy, noting supplier terms and fees may apply, as well as instructions for customers who are currently overseas.
 

Q: I am currently overseas and am concerned about how I will get home. What can I do?

A: Please contact your local consulate. If you have a booking departing within 48 hours please call our Customer Care Team. If you are travelling outside of 48 hours please complete this online form. We are currently working through all bookings in order of date of departure.

If you are in a country that has closed their borders or introduced travel restrictions and you are unable to leave, please follow the advice of local authorities

Q: Who do I contact to change or cancel an existing booking?

If you are travelling within the next 48 hours, please call please call our Customer Care Team.

If you are NOT travelling within the next 48 hours, please complete this online form and we will respond as soon as possible.

Q: What if my booking has been cancelled?

A: You have the following options:

Your airline may have offered you a credit with them. If this is the case, that credit sits with the airline and not with BYOjet. We can assist you in rebooking using that credit for a small processing fee of £55.00 per booking, and in accordance with that airline's credit and booking Terms and Conditions when you are ready to travel.

If you are not offered, or do not take, a credit with an airline or travel provider your options are:

If you choose to keep the full amount of your booking (less any supplier fees) on file with BYOjet to spend on travel within 12 months of cancelling, we will waive our own cancellation fees. BYOjet will only charge a small processing fee of £55.00 per booking to assist with your changes.

If you want a refund for cancellation that is forced (by the supplier), we will apply our standard £250 cancellation fee per person, as per BYOjet’s Terms and Conditions. Please note that the supplier fees will also apply.
 

We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, here is the GOV.UK website referencing cancellation policies within the travel and event industries.

Please note that supplier cancellation terms and fees may differ. No refunds can be issued until we have received final refunds from our suppliers.

Q: What if I elect to cancel my booking?

A: If you choose to cancel future bookings you have the following options:

Your airline may offer you a credit with them. If this is the case, that credit sits with the airline and not with BYOjet. We can assist you in rebooking using that credit for a small processing fee of £55.00 per booking, and in accordance with that airline's credit and booking Terms and Conditions when you are ready to travel.

If you are not offered, or choose not to take, a credit with an airline or travel provider your options are:

If you choose to keep the full amount of your booking (less any supplier fees) on file with BYOjet to spend on travel within 12 months of cancelling. BYOjet will only charge a small processing fee of £55.00 per booking to assist with your changes.

If you want a refund for cancellation that is voluntary (you are choosing to cancel your holiday), we will apply our standard $250 cancellation fee per person, as per BYOjet’s Terms and Conditions. Please note that the supplier fees will also apply.
 

We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, here is the GOV.UK website referencing cancellation policies within the travel and event industries.

Please note that supplier cancellation terms and fees may differ. No refunds can be issued until we have received final refunds from our suppliers.

Q: Can I put my booking value towards a future credit?

Yes, we are happy to offer our customers the option to either rebook their travel with the airline or place the value of their booking into a credit with BYOjet.

Rebooking with the Airline

The most likely resolution an airline or supplier will provide to you is to place the value of your cancelled booking into a credit for future use. If this is the case, that credit sits with the airline and not with BYOjet.

We recommend this option if is available to you as many airlines have more flexible change conditions than usual.

We can assist you in rebooking using that credit, in accordance with that airline's credit and booking Terms and Conditions when you are ready to travel. We will charge a small processing fee of £55.00 per booking when we assist you in rebooking however any supplier fees will need to be passed on to you.

How can I use my airline or supplier credit
You will need to contact our Customer Care Team to rebook. The will have access to the original booking details on which your credit is based.

BYOjet Credits

If you choose to keep the full amount of your booking (less any supplier cancellation fees) on file with BYOjet to spend on travel within 12 months of cancelling, we will charge a small processing fee of £55.00 per booking. 

How long will I have to use my BYOjet credit?
Your credit will be available for you to apply for a period of 12 months from the date of cancellation, subject to review.

How and where can I use my credit?
You can book through our Customer Care Team or we can provide you with a voucher with a validity period of 12 months from the date of your cancellation; whichever is easiest for you.

Q: How do I request a refund or credit?

To avoid any fees, we recommend customers choose to keep the value of their booking as a credit, either with the supplier or BYOjet, rather than requesting a refund.

To request a refund or credit:

Please complete this online form.


Once we have received funds from the airline, we will be in touch with you to finalise your refund. Please note that the time to issue a refund varies per supplier.

Q: What if my domestic booking has been cancelled or I cancel my domestic booking (including Trans Tasman?

A: Your airline may have offered you a credit with them. If this is the case, that credit sits with the airline and not with BYOjet. We can assist you in rebooking using that credit, in accordance with that airline's credit and booking Terms and Conditions when you are ready to travel.

We will charge a small processing fee of £55.00 per booking to assist you with your changes.

Where a domestic or Trans Tasman booking is cancelled and a credit is not offered by the airline or supplier or you have chosen not to take the credit offered by the airline or supplier your options are:

If you choose to keep the full amount of your cancelled booking (less any airline or supplier fees) on file with BYOjet to spend on travel within 12 months of cancelling, we will charge a small processing fee of £55.00 per booking to assist with your changes. Please bear in mind that the majority of domestic and Trans Tasman airfares and many travel products are non refundable so a credit with the airline or supplier is likely to be your best option if offered.

If you want a refund for cancellation that is either forced (by the airline) or voluntary (you are choosing to cancel your holiday), we will apply our standard £55.00 cancellation fee per person, as per BYOjet's Terms and Conditions. As above, please note that the majority of domestic and TransTasman airfares and many travel products are non refundable so a credit offered by the airline or supplier is likely to be your best option if offered.

For all domestic bookings our normal cancellation fees apply. Supplier fees may also apply. Please note that Supplier cancellation terms and fees may differ. No refunds can be issued until we have received final refunds from our suppliers

Government Travel Advice

For Coronavirus travel advice please see details released by GOV.UK.

If you are currently travelling or have just returned to the United Kingdom, please read recommendations by GOV.UK.

Call Centre Wait Times

We know that you are experiencing extremely long wait times when trying to call us. Due to official advice and regulations implemented for Coronavirus – and for the health and safety of our employees – we have staff who are unable to come into the call centre, therefore we have a smaller workforce during this time.

BYOjet is apart of Flight Centre Travel Group, it is Australia's biggest travel company. We have supported our customers through similarly difficult situations before, and will continue to do so in the future. We are here to make sure that you and your family are safe in any travel plans and we will of course be here for you when you are ready to travel again.

For our full booking terms and conditions please click here.

Please note: Supplier cancellation terms and fees may differ. Refunds may take up to 12 weeks and cannot be issued until we have received final refunds from suppliers.

Impact on Travel (Summary)

Each of BYOjet's suppliers have their own policies regarding refunds and cancellations. Suppliers have been updating their policies frequently as the global situation has evolved. BYOjet will assist our customers with changing or canceling their reservations based on each supplier’s current policy. Here is the latest information we have from each supplier:

Flights

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.

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