Whether you’re looking to amend your booking date or postpone until further notice, you’ll need to follow our cancellation guidelines below.
Our cancellation policy for bookings is:
- Self-cancelling Online: Flights more than 72 hours in the future
- Requesting Cancellation via Phone/Email: Flights more than 3 working days in the future
Cancelling Online (recommended)
The quickest way to cancel your booking is through your online account. Your cut off point is more than 72 hours before you are due to fly.
You will be able book onto another date through your online account immediately after cancelling your current flight.
How do I cancel my booking online?
To cancel your flight online, follow these steps:
Once cancelled, your voucher(s) will become available to rebook within your account - see How do I book my flight?
Cancelling via Phone or Email / Chat
Cancellations through customer support are only available on weekdays from Monday to Friday (9am - 5pm), and your flight must be more than 3 working days in the future.
What is the cut off for requesting a cancellation by Phone, Email or Chat?
If you need assistance from customer support, you must contact us within the following cancellation windows:
- If your flight is on a Monday
Your cancellation cut-off point is the previous Wednesday 12pm - If your flight is on a Tuesday
Your cancellation cut-off point is the previous Thursday 12pm - If your flight is on a Wednesday
Your cancellation cut-off point is the previous Friday 12pm - If your flight is on a Thursday
Your cancellation cut-off point is Monday 12pm - If your flight is on a Friday
Your cancellation cut-off point is the previous Tuesday 12pm - If your flight is on a Saturday
Your cancellation cut-off point is the previous Wednesday 12pm - If your flight is on a Sunday
Your cancellation cut-off point is Wednesday 12pm
We are unable to process cancellation requests via customer support at the weekend.
How do I make a cancellation request?
head to our contact page or use our chat tool to initiate a cancellation request.
You must provide us with the following information:
- Voucher numbers and security codes for all vouchers that are part of your cancellation request - see How do I find my security codes?
- A valid email address to reach you
Please note that we will take the date and time of your submission into consideration when reviewing the status of your request.
To avoid missing the cancellation cut-off, we strongly recommend following the steps above in order to self cancel your booking online.
Cancelling Within 3 Days of Your Booking
Failing to cancel before the cut-off points for your online account and customer support channels and not attending your flight if it goes ahead will result your vouchers becoming void.
Unless your cancellation request is due to an emergency, you should keep checking your flight status by phoning your flight line - see How do I find out of my flight is going ahead?
If your flight is going ahead you are strongly advised to attend your launch, otherwise your vouchers will become void and you will need to pay a replacement fee.
Can I cancel my booking in an emergency?
We know that sometimes there are reasons to cancel which are outside of your control, such as emergency circumstances.
Requesting a cancellation in fewer than 3 working days may be reviewed if it falls under any of the following reasons:
- Passenger Emergency
- Medical Emergency
- Grounds of Compassion
Our customer service team may request evidence to support your claim. A decision to waiver any replacement voucher fees will be made at the discretion of the Customer Support.
What happens if I cancel within 3 days and do not turn up?
If you do not adhere to our cancellation guidelines and do not attend your launch, despite it going ahead, your vouchers will become void and you will be required to pay a replacement fee per voucher.
If your flight is cancelled, your vouchers can be rebooked as usual.
If your emergency is last minute and you follow our guidelines above then your claim will be reviewed, your replacement fee can be waived and you will be issued replacement vouchers.
How to Change Your Booking
The only way to change your booking date is to cancel your existing booking. This will allow you to select new dates.
How do I add another voucher to my current booking?
If you would like someone else to join you on your date, there must be seats remaining on your flight. To check this you can select the additional unbooked voucher in your account and search for the same launch site and date as your current booking.
In the case that your flight is full and you would like to change your booking, you can do so by following the steps above, freeing up all vouchers in your account to be booked at the same time on a new flight.