Flight Centre has a range of specialist teams who are responsible for different areas. For all general enquiries, please contact 133 133. Otherwise, to make sure your enquiry is handled in a timely manner, please contact the correct Flight Centre team from the menu below.
Coronavirus update for customers
For the most up-to-date information in relation to coronavirus and travel, please click here.
| Type of Enquiry | All times are AEST |
|---|---|
To speak to a travel expert, | 133 133 |
To change any booking made in-store » | Contact the store where you made your booking. Use our store finder for contact information. |
To change a flight booking | + 61 7 3170 7886 (Int) Monday to Friday: 7:00am - 10:00pm Saturday to Sunday: 7.00am to 8.00pm |
To change a cruise booking | If urgent or you are travelling within 5 days please call: 1300 024 847 Otherwise please reply to us via your booking confirmation. Monday to Sunday: 8am - 3pm AEST |
To change an accommodation booking | + 61 7 3 170 7886 (Int) Monday to Friday: 7:00am - 10:00pm Saturday to Sunday: 7.00am to 8.00pm |
Emergency Global Assistance » | 24 hours a day, 365 days a year |
Coronavirus update for customers
For the most up-to-date information in relation to coronavirus and travel, please click here.
| Type of Enquiry | All times are AEST |
|---|---|
To speak to a travel expert, | |
Honeymoon Travel Experts » | Monday to Friday 8:00am - 6:00pm |
First & Business Class Experts » | Monday to Friday 8:00am - 6:00pm |
Round the World Experts » | |
Small/Medium Business Travel » | |
Group Travel Experts » | Monday to Friday 8:00am - 5:30pm |
Coronavirus update for customers
For the most up-to-date information in relation to coronavirus and travel, please click here.
| Type of Enquiry | All times are AEST |
|---|---|
Company enquiries »
| For all enquiries not related to travel, please contact our global head office based in Brisbane Visit Flight Centre Travel Group » Monday to Friday 9:00am - 5:00pm Mail address: Level 13, 275 Grey St, South Brisbane, QLD, 4101 AUS |
Charity requests » | fcfoundation@flightcentre.com |
Recruitment » | |
Hotel provider enquiries »
| hotels@flightcentre.com.au |
Tour operator enquiries »
| tour_operators@flightcentre.com.au |
Media Enquiries » | media@flightcentre.com |
Coronavirus update for customers
For the most up-to-date information in relation to coronavirus and travel, please click here.
| Type of Enquiry | All times are AEST |
|---|---|
Customer feedback » Please call our Customer Relations Department if you have a compliment, suggestion or complaint that is non-urgent or for any unresolved issues. | customer.relations@flightcentre.com.au Monday to Friday 9:00am - 5:00pm |
Coronavirus update for customers
For the most up-to-date information in relation to coronavirus and travel, please click here.
General FAQ's
Booking Online
I have encountered an error or have an error message on my screen, what should I do?
- Check your email account for an itinerary, including spam/junk mail.
- Please call Website Customer Support on 1300 733 867 for assistance.
Can I book my pet online?
- Pets cannot be booked online.
- Not all airlines allow pets to travel on their aircraft, please contact our partner Dogtainers for more information or read more here.
Can I use my Flight Centre Gift Voucher to book online?
Gift Cards are unable to be redeemed online at this stage. Please call our reservations team on 133 133 or visit your local store to book.
Does the name I book my flights under need to be the same as my passport?
Yes. It must be exactly as per your passport. Please do not use an alias, nickname or abbreviation as this can result in you being denied boarding by the airline.
My child is travelling alone, can I book them as an unaccompanied minor on your website?
My Booking
Can I change or cancel my booking?
I don’t want to travel anymore, can I change the name of my ticket?
It’s best to give our Website Customer Support team a call on 1300 733 867 to discuss this further. Please also see ‘Can I change or cancel my booking’ to check the minimum Flight Centre fees that will apply when you make any change to your booking.
I have to cancel my booking due to an emergency. Will I get my money back?
I entered my name incorrectly and have only just realised, can I fix it?
You can, but there will be a fee. See ‘Can I change or cancel my booking?’ for the breakdown of our Flight Centre fees that will be charged in addition to the airline/supplier fees. Then pick up the phone and give us a call Nathan on 1300 733 867 because the extra ‘n’ may cause you to be denied boarding, yikes!
Can I change the origin and/or destination of my flight because I’ve changed my mind?
Is my flight ticket refundable?
- Please refer to the fare conditions provided on your itinerary or call Website Customer Support on 1300 733 867.
- Refunds that have been applied for with the airlines have an estimated 8-12 week processing time and will be refunded to the original payment method.
I booked with Jetstar/TigerAir but will not be flying anymore. Can I cancel?
TigerAir and Jetstar (except Business Class Max Bundle) fares are non-refundable. You may be able to change your flights to another day (fees will apply). Please contact our Website Customer Support team on 1300 733 867 if you would like to do this.
When do you charge merchant fees? How much are they?
Card Type | VISA | MASTERCARD | AMEX | Diners |
Credit Card Fee | 0.92% | 0.57% | 0.92% | 2.5% |
Debit Card Fee | 0.38% | 0.30% | N/A | N/A |
Can someone else make changes to my booking on my behalf?
We take privacy and security of your booking very seriously. Due to privacy laws, Flight Centre Travel Group can only discuss details or make changes/cancellations to a booking with a listed traveller, credit card holder or other authorised person.
Please refer to Flight Centre Travel Group’s Privacy Policy.
I really want to bring my pet dog, King Sebastian IV, on my flight with me – can I add him to an existing booking?
Unfortunately we’re not able to book pets online. If you haven’t yet made a booking, please call our 24/7 Reservations Team on 133 133 and they’d be more than happy to book you both in.
Alternatively, if you already have an existing booking, please call the Airline directly to get that precious pooch his seat on the plane!
I just had a baby, can I add them to my booking?
Wow, congratulations! The answer is yes, you’ll just need to call our Website Customer Support team on 1300 733 867 and they’ll take care of this for you. Please keep in mind that some airlines will charge a fee to add an infant to your booking. Safe travels little baby!
Travel Information
What Identification is required for check-in?
For Domestic Travel, you’ll need one of the following:
- A valid passport
- An Australian driver’s license
- Photo ID issued by an Australian State Government or the Australian Federal Government eg 18+ Card
(If you don’t have any of these, please go to the Airline’s website for further information on identification)
For International Travel, you’ll need the following:
- A passport with at least 6 months validity from your scheduled return date
- Any necessary Visa items (check https://visasdirect.com.au for all visa information)
I am travelling Internationally, will I need a Visa?
For more information on Visas please click here.
Do I need a Passport?
All international travel including New Zealand requires a Passport with a minimum of 6 months validity from the date of your arrive back into Australia.
For more information on Passports please click here.
Do I need a Visa for travel?
Well that depends on where you’re off to! The best thing to do is check https://visasdirect.com.au. This site will have all of the information you need if you’re an Australian Passport holder, if you’re not an Australian Passport holder, or are unsure of the terms of your dual citizenship – contact your Consulate/Embassy to check your specific requirements.
I really hate waiting in lines, can I check-in online instead of at the kiosk?
Do I need to re-confirm my flights?
Should your flight schedule change we will notify you via email or call the contact person listed in the booking, so there is no need to contact us to reconfirm your flights.
My itinerary didn’t come through and I’m freaking out!
Woah, it’s ok! We would have sent the itinerary to the email address you entered when making your booking. If it’s not in your Inbox or Junk folder, just call us on 1300 733 867 and we’ll sort the rest out!
I’m leaving tomorrow and want to check that the flight is leaving as scheduled, how do I do this?
You’re so organised…and we love that! Now, the easiest way to do this is directly through the Airline’s website, in their ‘Manage my booking’ section. You’ll need to make sure you have your Airline Reference available which is located on your itinerary as per below:
However, if for some reason this isn’t working; please do not hesitate to call or Website Customer Support team on 1300 733 867 and they’ll reconfirm the details for you.
Baggage
- For general information on airline baggage read more.
- To confirm the baggage allowance and dimensions for your particular flight please refer to the airlines website detailed information.
I’m travelling with over 50 pairs of shoes and don’t know if I need to purchase more baggage, where can I find out what my baggage allowance is?
Well that’s easy – all you have to do is go to the Airline’s website that you’re travelling with and use the Airline reference located on your itinerary to ‘manage your booking’. From there you should be able to see your baggage allowance or purchase extra if necessary. If you have any problems, you can call us on 1300 733 867 and we can check things over. No shoe shall be left behind!
I travelled to Singapore for work and my boss needs an invoice detailing my flight costs, how can I get one?
Wow your job sounds amazing! You were sent an invoice in the original email with your itinerary, however if you no longer have this (or if it’s incorrect) you can call our Website Customer Support team on 1300 733 867 and we can arrange a copy.
How do I file a price drop protection claim on my Captain’s Package add-on?
To file a claim, please send an email screen shots of the cheaper flights you found to our team at pricedropprotection@flightcentre.com.au
Remember the price you find must be from an airline direct or an ATAS accredited travel retailer.
How do I book using my Commonwealth Bank Awards points?
To redeem online go to:
NetBank > Awards Website > Redeem Travel
Read more about the Commbank Awards Program: https://www.commbank.com.au/personal/credit-cards/awards/program.html
NetBank: https://www.my.commbank.com.au/netbank/Logon/Logon.aspx?dl=X863MRR41E
Coronavirus update for customers
For the most up-to-date information in relation to coronavirus and travel, please click here.
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