What happens if I miss a payment?
If you know a payment is going to be a problem, tell us before it's due. There is almost always something we can do, and the options narrow once payments start failing.
First, what happens automatically
If a payment does not go through, we try again over the following days. Most missed payments are an expired card, and they clear as soon you update your payment details. You will not be charged anything extra for a retry.
Fixing an overdue payment yourself
Log in to your account and you can
Press retry payment with the card on file
Change the card on file to a different one
Pay the outstanding instalment manually
If the portal won't let you pay or the extension button isn't there, message us with your booking reference and we'll help you sort it out.
Asking for more time
Request a payment extension in your account under Manage Your Booking → Upcoming Payment.
Moving a date in advance is far easier than undoing a cancellation, so ask early rather than waiting until the payment fails.
If your circumstances have changed, for example you have lost work, had a bereavement, or you're not sure when you'll be able to resume, tell us what is happening rather than just requesting an extension. There may be more than one option and the earlier we know the more we are able to help.
Are there late fees?
No. We do not charge late fees, so you can focus on sorting the situation out without added costs.
What we will send you
A reminder before each instalment is processed.
A receipt after each successful instalment.
Your full payment history is visible any time in your account.
If payments are consistently missed
We send reminders first. If the plan stays behind we send a Cancellation Warning, which names a date. If that date passes we send a Cancellation Notice, and after that the booking is cancelled and the seats are released.
We will try to reach you at every stage before that, and telling us what is happening keeps options open.
The date your plan is measured against
Your plan has an end date, and it is not your departure date. It falls at least two weeks earlier and it is shown in your account.
Your plan needs to be complete by that date. Your ticket is issued once it is, normally within 24 to 48 hours, and you cannot check in for your flight before the plan is paid in full.