Whether your flight can be refunded depends on the fare you bought and the airline's rules. We have to work within those rules and can't change the conditions on a ticket — but we'll always tell you exactly what your options are, and we'll ask the airline on your behalf where there's a case to be made.
Is my fare refundable?
Each airline sets its own fare rules, including whether a ticket can be refunded. We show this at three points:
When you search — we highlight the flight's inclusions and state whether it's refundable.
At checkout — if the fare is non-refundable, a warning is displayed before you pay.
In your confirmation email — which sets out the fare conditions.
If the airline cancels or significantly changes your flight
This is different, and better for you. Where the airline cancels your flight or makes a significant change you don't accept, you're usually entitled to a refund regardless of whether your fare was refundable — and no PayLater Travel cancellation fee applies.
Send us the notice you received and we'll action it. See What happens if the airline changes or cancels my flight?
If you can't travel because of illness or bereavement
If you or someone travelling with you has had a serious illness, hospitalisation or bereavement, airlines often have waiver policies that go beyond the standard fare rules — even on a non-refundable fare.
We lodge these requests with the airline for you. You don't need to contact the airline, and you don't need to wait until your payment plan is complete. Reply to us with your booking reference, what has happened, and any supporting documents. The airline makes the final decision and we can't guarantee an outcome, but we will always ask.
Cancellation fees
If you choose to cancel, the following apply — even where your ticket is refundable:
PayLater Travel cancellation fee — 10% of the total booking amount, or $150 per passenger, whichever is lower.
Airline cancellation fee — varies by airline; we won't know the exact amount until we contact them.
We'll give you the full breakdown before anything is actioned.
Taxes are often refundable even on a non-refundable fare. If you don't fly a segment, the taxes on it can frequently be recovered.
How long a refund takes
Refunds can take up to 10 weeks from the date your cancellation was confirmed, though most are processed sooner.
The reason it takes this long is that the money has to travel: the airline approves and releases the funds, they reach PayLater Travel, and we then return them to you.
We can't release a refund before the airline's funds have reached us.
We usually won't have an update from the airline during that period, so there's no need to check in while you're still inside the window.
Do get in touch straight away if any of these apply:
It's been longer than 10 weeks
The airline has told you it has already sent the refund to PayLater Travel
You're still being charged after cancelling
You need something specific from us — a refund trace or ARN for your bank, documentation confirming the cancellation, or a refund sent to a different account because the original one is closed
Refunds are returned to the original payment method used for each transaction.
Other situations
Partial refunds — where only part of your booking is refunded, we'll email you an update, usually within 7 business days of the request being lodged.
Refunds following a schedule change — we'll check with the airline whether a refund is permitted and come back to you, usually within 7 days.
Choosing a fare next time
If your plans might change, it's worth considering a refundable or flexible fare. These usually cost more upfront but give you room to move. Fare conditions are shown before you complete your booking.
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