Overview
We understand that sometimes your travel plans change and you need some flexibility in your booking, we're here to help! If you decide you wish to cancel your booking, we will need to verify if the fare rules associated with your ticket permit cancellations. Please note that many low-cost or budget carrier flights are non-refundable which may limit what options we can offer you.
Key bits to know
The ability to cancel or refund your booking depends on whether your ticket is refundable or not. This is set by the airline based on the fare type purchased, and is not something we can change. Here are some terms & conditions:
If your ticket is refundable, PLT can process a cancellation for you for a fee of 10% of the total booking cost, up to a maximum of $150 per person. The airline will charge their own cancellation fee in addition, which we are unable to change.
If your ticket is non-refundable, we are unlikely to be able to process a refund, however the airline may permit the total cost of your booking to be converted to airline credit, or they may authorise a change to your booking.
For any non-refundable tickets, your payment schedule must be complete before we can process any cancellation request for you, and you are unlikely to receive your paid instalments back.
If your flight is within 24-48 hours please go directly to your airline for assistance.
Refunds are currently taking 4-10 weeks.
Please note, if you fail to make your payments as scheduled, and fail to let us know, we may cancel your booking and you will not be able to travel. We may still charge a fee for this cancellation.
Refundable Fares
If your ticket is refundable, we will be able to authorise a cancellation on your behalf via the airline. Please be advised that any cancellation is subject to the below fees:
PLT Fee: 10% of the total booking cost, up to a maximum of $150 per passenger; and,
Airline Fee: decided by the airline subject to the fare conditions on your ticket.
We will work with you to clearly communicate the total cost of the cancellation, if you are due any refund from your instalments paid to date, we will request this from the airline on your behalf. Once approved, we will then issue the refund to your original payment method. It's your responsibility to ensure that the payment method in your customer portal is correct, and if our refund attempt bounces we may request your bank details to authorise a manual refund.
Please be advised that the refund process can take some time. Due to long wait times from the airline, it is currently taking 4-10 weeks from the point of requesting the cancellation, to receiving the funds in your bank account.
Non-Refundable Fares
If your flight is non-refundable but you wish to cancel, unfortunately we will be unable to refund the amount you have paid on your instalment plan to date. While may be able to cancel the booking with the airline once your payment plan is complete, the airline does not authorise refunds for non-refundable fares.
We may, however, be able to explore alternatives with the airline for you, such as:
Changing the flight
It may be that the flight cannot be refunded, but can be changed. We will then work with you to change your flight to a more suitable option, including either different travel days, or a different destination. Changing a flight is subject to these fees:
PLT Fee: $75 per passenger
Airline Fee: Determined by the airline according to fare rules and ticket type
Fare Difference: the difference in cost between your original flight and the new option.Check out the change process
Further details on how to change your flight can be found here.
2. Convert the cost of your flight into airline credit
In some cases the airline may permit us to change the total cost of your booking into airline credits to be used on a future flight. This option isn't guaranteed, and is subject to airline approval. But once you have paid off your instalment plan in full, we can contact the airline and check available options for you.
Please be advised that there are certain conditions with converting your fare to airline credit, such as:
Any new flight must be with the same airline and the same passenger
The cabin class of the new flight must be the same, or higher, than the original booking
Change fees apply at the point of redeeming your credit ($75 per passenger + airline fees)
Please contact us once you have completed your payment plan and we will see what we can do for you.
Waivers
We appreciate that sometimes there may be extreme circumstances that may explain why you need to cancel or change a flight. In certain circumstances the airline may authorise a waiver to exempt you from paying these cancellation or change fees. Please note the airline is highly unlikely to authorise a waiver, unless there has been:
A death in the immediate family; or,
A serious medical condition that prevents you from flying.
In either scenario, we may request documentation in the form of a death certificate or a medical certificate. This is simply to improve the chances of the airline approving your request. If your situation doesn't fall into either circumstance above, but is still severe enough to prevent you from completing your journey, please reach out to us and we will support you however we can.
How do I know if my ticket is refundable?
We aim to make it very clear to you if your flight is or is not refundable. Please check here for more information.
In search: When you select a flight from the search options we highlight the flight inclusions for you including if it is refundable or not.
At checkout: If you are booking a non-refundable flight, a warning will be displayed at checkout to inform you that the flight is non-refundable.
Confirmation email: Your booking confirmation email will also detail if the flight is refundable or not.
Please note there will be a cancellation fee from the airline and us, PayLater Travel, when you cancel a refundable booking. We will calculate this fee and inform you of the amount once we receive your cancellation request.
If the amount you have paid so far in your payment plan exceeds the cancellation fees we will refund you the difference
If the amount you have paid is less than the cancellation fee you will need to pay the difference to cancel your flight
We will inform you of the difference in the refund dollar amount and have you confirm you are happy to proceed before canceling your flight.
How much is the PayLater Travel cancelation fee?
PayLater Travel imposed a reasonable service charge fee of 10% of the total booking price, up to a maximum of $150 per passenger.
These fees apply to all passengers who have booked to travel in their own seat; infants who sit on their parent or guardian's laps for the duration of the flight may be exempt from the fees.
Cancellation Process
Bookings Made After January 17, 2024
If you have booked your flight on PayLater Travel after January 17 2024 you can request a cancellation directly on our website! To do so:
Go onto your dashboard (https://www.paylatertravel.com.au/bookings)
Press the flight you want to cancel
You will see a cancel booking button - press this
You will be informed if your flight is refundable or not. If your flight is refundable you can simply request a cancellation. We will calculate the cancellation fee and inform you of the fee via email. This fee includes the supplier's fee, airline fee, and our fee. If your flight is non-refundable we will indicate as such.
Once you accept the cancellation fee we will process your cancellation. If the amount you have paid to date is less than the cancellation fee you will need to pay the shortfall upfront before we process your cancellation. If the amount you have paid is more than the cancellation fee, you will be refunded this difference. Note it can take some time to receive the refund from the airline which we then pass on to you.
From left to right: Press cancel booking, view if your flight is refundable (this flight is), and request a cancellation.
Bookings Made Before January 17, 2024
If you want to cancel your booking please reach out to us via chat, and select the cancel flight request option. We will then ask you for your booking ID and the reason why you want to cancel your flight. Whether you can secure a refund on your flight is dependent on the fare policy for your booking. We will check your booking's fare policy and let you know if you are eligible for a refund or not if you cancel the flight.
This Cancellation Policy is in line with our Terms & Conditions which can be found on our website: