Contact us

For credit voucher FAQs, booking flexibility advice and details of the Fly Well program, check out the COVID-19 Help hub.

Contact centre hours: English-language contact centre available 24 hours, 7 days a week

Change, cancel or add to a booking
Delays or cancellations
Refunds
Lost, damaged or delayed baggage
Making a new booking
Vouchers or Gift Cards
Complaints and compliments
Frequent flyer loyalty programs
Travel Insurance products
Car hire

Check your email address before requesting your credit voucher

Your credit voucher will be sent to your email address. Check that it’s up to date! The fastest way to update your email address and request a credit voucher is through manage booking.

Manage Booking
Change a flight or change name
Compassionate change or cancellation
Cancel a booking or change your surname

Chat with us to cancel a booking or update your surname. Some fees may apply.

All our agents are currently busy or unavailable.
Contact centre hours: English-language contact centre available 24 hours, 7 days a week
Please try again later or check our help pages.

Help pages
Specific assistance

Chat with us if you need to request specific assistance or would like to discuss your specific assistance needs.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
Infant travel

Chat with us if you need to bring a car seat or if you’re travelling with more than one infant.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
One-hour Quick Fix

If you made your booking within the last hour and need to change your flight times or date, go to Manage booking to avoid fees. Chat with us for other changes like passenger details and route changes to avoid a Change Fee within one hour of booking. Fare Difference may apply. For details see: One-Hour Quick Fix

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
Add extras

Chat with us to add baggage, seats, meals or entertainment to your booking. Some fees may apply.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages

Re-book a delayed or cancelled flight

Our Live Chat team are ready to help. Let us know if you'd like a refund, a new booking or help with a cancelled flight.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
Claim additional expenses as a result of your flight delay or cancellation

Use Live Chat to start your claim. You'll need your booking reference number, which you can find on your itinerary.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
Documentation for insurance claim
Check flight status

Apply for a refund

Baggage tracing and claims

Help making a new booking
Bookings for more than one infant, or an infant in a seat

If you’re travelling with more than one infant, or you would like to book a seat for your infant, please chat with us to make your booking.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
Check booking status / resend itinerary

Let Ask Jess, our virtual assistant, help you. Please have any relevant proof of payment documents, such as bank statements or transaction receipts, with you before starting the chat.
Payment issue or refund enquiry

Got a payment problem or need to check your refund status? Our Live Chat team is ready to help. Please have any screenshots or itineraries with you ready for us to check online.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
Duplicate booking

Our Live Chat team is ready to help if you have a duplicate booking. Please have screenshots or itineraries ready for us to check online.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
New holiday booking
New group booking
Price Beat Guarantee booking

Find my voucher

Our Live Chat team is ready to help. Please have your Voucher Number and details ready before starting the chat.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
Voucher payment or gift card not working

Our Live Chat team is ready to help. Please have your Voucher or Gift Card details ready before starting the chat.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
Check your voucher balance

Club Jetstar and Qantas Frequent Flyer

Our Live Chat team is ready to help. Please have your booking reference, Qantas Frequent Flyer details or Club Jetstar details ready before starting the chat.

All our agents are currently busy or unavailable.
Our contact centre is open 24 hours, 7 days a week.
Please try again later or check our help pages.

Help pages
Other loyalty programs

Travel Insurance contact details

Car hire contact details