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Customer Recovery Help

Delays or cancellations

The fastest way to re-book your flight is at your fingertips. Search for and select alternative flight options when you go to Manage booking. Don’t speak English? We can help you in Chinese (中文) , Korean (한국어) and Japanese (日本語). Find out about any compensation or refunds you're entitled to, or how to request documents for an insurance claim below.
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Flight options

Find and select the next best flight to your destination. You'll need your booking reference number.

Manage booking
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Flight status

Unsure about your flight status? Get the latest updates for your flight and make sure to check in on time.

Check your flight status
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Compensation and refunds

The fastest way to get a refund is through our virtual assistant Jess. See what you're entitled to.

Request refund
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Insurance

Let us know what you need to make your insurance claim. We'll get back to you in 5 days.

Get insurance documentation

Important information

Compensation and refunds
Your rights under Australian Consumer Law

What to do during a disrupt

Not sure where to begin? We understand that a delayed or cancelled flight can be stressful. Watch our video to find out the steps you can take to get you where you need to go.

Need more help? Chat with us.

Contact centre hours: English-language contact centre available 24 hours, 7 days a week
Start chat

More Information

Compensation and refunds
Your rights under Australian Consumer Law