Last updated: 20th May 2020
Thank you for your patience as we process your refund.
I wanted to let you know that BYOjet has recently increased its capability to process refunds, reaffirming our commitment to customers impacted by travel disruptions caused by the COVID19 pandemic. To give you an idea of our current volume of refund requests – we’re currently processing as many refunds in the last 6 weeks as we would over a 3 year period.
Many customers have been following up their refund payment. I wanted to let you know a little about the Airline refund process so you can understand why your refund request is taking time:
- Once our customers give consent that they would like their flight placed into refund, we process this via our systems to the Airline in 72 hours.
- A refund can take up to 12 weeks in normal circumstances. However our current situation with COVID19 is far from normal and some airlines have advised us it could take up to 6 months to process refunds.
- As the funds are held with the Airline and not BYOjet or our parent company Flight Centre Travel Group, we need to wait on the Airline to process this refund before payment is made back to our customers.
Current expected processing time for refunds is 16-20 weeks.
Please note – this timeframe is current as at 11 May 2020, but could be subject to change.
We can assure you that as soon as we receive your refund from the airline that it will be processed back via your original payment method.
Thank you for your patience during this time. We look forward to seeing you travel with us again once this pandemic is behind us.
Executive General Manager, BYOjet
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 consulate and register with DFAT. 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 I want to cancel or change my booking?
A: Please complete this online form.
An Update To Our Change & Cancellation Policy
On 2 May 2020 we announced an amendment to our Cancellation Policy for our customers.
To support New Zealanders during this very difficult time, BYOjet and our parent company FCTG has made the decision to completely waive our usual Cancellation Fees for bookings where the travel provider (usually an airline) has cancelled its service - and you are unable to travel as a result.
The waiver, which is in addition to the other waivers and amendments that we have announced previously, follows ongoing discussions with customers and regulators, including the Commerce Commission, and will apply retrospectively to bookings cancelled as a result of COVID-19 on or after 13 March 2020 for which an BYOjet Cancellation Fee was charged. Please note this waiver applies to our fees – we cannot waive fees or conditions that airlines and other third party suppliers impose.
Government Travel Advice
For Coronavirus travel advice please see details released by SafeTravel.
If you are currently travelling or have just returned to New Zealand, please read recommendations by the Ministry of Health.
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:
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.
- Air Canada
- Air China
- Air France
- Air New Zealand
- All Nippon Airways
- American Airlines
- Austrian Airlines
- British Airways
- Cathay Pacific Airways
- China Airlines
- China Eastern Airlines
- China Southern
- Delta Air Lines
- Etihad Airways
- Fiji Airways
- Hawaiian Airlines
- Japan Airlines
- Korean Air
- LATAM Airlines
- Malaysia Airlines
- Philippine Airlines
- Qantas Airways
- Qatar Airways
- Singapore Airlines
- South African Airways
- SriLankan Airlines
- Thai Airways
- Tiger Air
- Turkish Airlines
- United Airlines
- Virgin Atlantic
- Virgin Australia
For assistance contact us.