If the airline has retimed, rerouted or cancelled your flight, that's a different situation — no PayLater Travel or airline change fees apply, and you may have additional rights. Send us the notice you received along with your booking reference and we'll deal with it for you. See What happens if the airline changes or cancels my flight?
Overview
Whether a change can be made is decided by the airline and the conditions of your ticket, and is not something we are able to influence.
Changes are generally only possible on flexible fares, unless the airline permits an exemption for extreme circumstances.
Flight change policies are governed by the fare rules set by airlines. Different fare classes have varying levels of flexibility, which is why some change requests may be denied.
Where a change can be authorised, the cost is made up of an airline fee, a supplier fee and any fare difference (explained in full below).
These fees apply to every passenger who has their own seat.
You need to be up to date with your payment plan before we can process a change. This does not apply to airline-initiated changes, or where you're requesting a medical or compassionate exemption — tell us either way and we'll work through it with you.
Changes after departure are generally not permitted.
If your flight departs within 48 hours, contact us immediately and mark your message URGENT so we can prioritise it. If you're already at the airport and your flight is disrupted, airport staff can re-accommodate you on the spot — let us know afterwards so we can update your booking.
Changing your flight
Changing a flexible fare
If your fare is flexible, the following changes can usually be made:
Date and time change — note that we cannot move your departure date earlier than the end of your current repayment schedule.
Departure or destination change — we may be unable to change the departure country, as this affects the currency on the ticket.
We are unable to change the airline, or change the passenger on a ticket. (If you need to correct a passenger's name or details, see Can I change passenger details after booking? — that's a different process.)
If your booking has multiple passengers, changes can be applied to all of them or only some. All changes are subject to airline availability, and flight costs remain subject to change until the associated fees are paid.
Changing a non-flexible fare
Certain fare classes, such as basic economy, are designed to be non-changeable in order to keep the fare price low. If you've already accepted a schedule change proposed by the airline, fare rules may prevent further adjustments, as the original conditions remain binding.
If you booked a non-flexible fare, we may not be able to accommodate a change. In some cases we may be able to convert your fare into airline credit for a future flight. Conditions apply:
The credit can only be used by the same passenger.
The credit can only be used on the same airline.
Your payment plan must be complete before we can convert your booking into credit.
Redeeming the credit counts as a change, so both an airline fee and a supplier fee will apply at the time you use it.
Converting a booking to airline credit is subject to the airline's rules and is not something we can guarantee.
Airline credit is redeemed by us, not by you. Because we issued the original ticket, we rebook against the credit on your behalf — the airline will not apply it to a booking you make yourself. Just tell us where and when you'd like to travel.
Exemptions for medical and compassionate circumstances
In special circumstances — such as the death of an immediate family member, or a medical condition preventing you from flying — we can apply to the airline for an exemption on your behalf. Where granted, this means change fees are waived.
We lodge these requests for you; you don't need to contact the airline, and you don't need to wait until your payment plan is complete. Reply here with your booking reference, what has happened, and any supporting documentation (such as a medical certificate or death certificate). The airline requires proof and makes the final decision, so we can't guarantee an outcome — but we will always ask.
The fees
Initiating a change, whether or not your ticket is refundable, will incur:
Airline fee — set by the airline, based on the type of ticket purchased.
Supplier fee — charged to reissue the ticket with the requested changes.
Fare difference — where the change results in a new or amended ticket, there may be a price difference between the two. Fare differences are subject to dynamic pricing and may change based on real-time availability until confirmed.
These fees apply to all passengers occupying their own seat. Infants travelling on a parent or guardian's lap may be exempt, though airline taxes may still apply.
All change fees must be paid in full upfront. They cannot be split into instalments, added to an existing payment plan, or deferred. Each separate change request attracts its own fee.
We can provide you with a quote at any time. We won't be able to process the change itself unless your payment plan is up to date, so please make sure your latest instalment is paid before we proceed.
How do I change my flight?
Contact us. Reply to this conversation, or reach us via chat on our website. Give us your booking reference and the details of the change you'd like to make.
We review the fare rules. We check what your ticket allows. Because of the restrictions airlines place on tickets we can't guarantee a change is possible, but we'll do our best. If it can be authorised, we'll tell you what fees to expect and confirm you're happy to proceed.
We locate and quote the new flight. Once you've given us the go-ahead we'll find flights matching your requirements. If there's a specific flight you want, send us the details from our website and we'll coordinate with the airline to confirm availability.
You pay the fees. We'll give you the total due — airline fee, supplier fee and any fare difference. This needs to be paid in full before we can proceed, and can't be added to your payment plan.
We finalise it. Once the change is confirmed and paid, we update your booking and issue your new itinerary.
Frequently asked questions about change fees
Why is upfront payment required?
Airlines require full settlement before issuing a modified ticket, so we need the funds in place before we can process the change.
Can I pay the change fee in instalments?
No — change fees must be paid upfront.
Can the fees be added to my existing PayLater Travel plan?
No. Payment plans cover the original booking only.
What if I can't pay the full amount upfront?
The change can't proceed until the charges are paid. Talk to us anyway — depending on your circumstances there may be other options, and we'd rather know.
If your change request can't be approved
If the fare rules don't allow the change you want:
Ask us whether your fare can be converted to airline credit instead.
Tell us if there's a medical or compassionate circumstance — we can apply to the airline for an exemption.
Booking a new ticket is sometimes the cheaper option overall — we can price both so you can compare.
How do I know if my flight is flexible?
We make it clear whether a fare is flexible at the point of searching and booking. If you've already booked and want to check, your booking confirmation email states the fare conditions — or just ask us and we'll confirm.
When booking future flights, it's worth reviewing the fare rules before you purchase. If you think your plans might change, a flexible fare usually costs more upfront but gives you room to move.
Related articles
This change policy is in line with our Terms & Conditions:
Terms and Conditions Australia · Terms and Conditions USA