Prior to each instalment being processed, we’ll send you a payment reminder and after each successful instalment you’ll be provided with a receipt. Your payment history is also reflected within the customer portal.

If you know you are going to miss a payment please let us know. We understand that sometimes unexpected expenses come up and you may need more time to make a payment. In these cases please reach out and request a payment extension. Together we will try to find a more appropriate payment date. For details on how to request a payment extension please see here.

We do understand that sometimes payments are made late. We won’t charge you a late fee. In the case you have missed a payment we’ll send you a notification to let you know we’ve been unable to process a scheduled instalment.

You can rectify an overdue payment at anytime:

Again if you need to organise a payment extension please inform us.

If we see scheduled instalments are consistently being missed, we’ll attempt to reach out to make sure everything’s okay. Please note that if more than 2 scheduled instalments are missed, you may be at risk of the booking being cancelled, or the total price of your booking increasing. This is because failed instalments do prevent us from keeping your booking secured with providers.

Please note that if the booking is cancelled as a result of consecutive missed payments, a lay-by termination fee applies. More information can be found in our Terms.

In line with our obligations under layby agreements, if the full and final balance is not paid prior to departure, we’re unable to issue your travel documents and you won’t be able to check-in for your flight.

We understand that each customer’s circumstance is unique, so if you are having issues maintaining your scheduled instalments, we have a dedicated hardship team who are here to help. We’ll discuss your current needs and come up with a tailored solution for you.