Customer Service

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Traveller critically ill or deceased how do I get a refund?

It is possible to cancel a ticket if the traveller is critically ill or is deceased. Refund policies vary widely by airline therefore we recommend you call Customer Service so we can advise you regarding your specific situation:

  • Customer support: 1300 722 501 (Mon - Fri, 9am - 5pm)

Please note that the airline may require you to provide documentation. This may include:

  • Name of deceased or critically ill patient.
  • Name and phone number of funeral home, hospital, or hospice.
  • Name of doctor (if applicable).
  • Copy of death certificate (if applicable).