Yes. Airlines will charge fees for name changes, flight changes and for cancellation which may be significant in value. In many instances, airline tickets are non-refundable. Always check the conditions of your ticket prior to purchase. Where you have opted for a cheaper ticket, it will cost more if you make changes or cancel.
In addition to airline fees, a travel agent may charge an additional service fee to facilitate such changes or cancellations. This fee will also be outlined in the terms and conditions that you accept when you initially purchase travel from the agent.
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Due to the unprecedented level of enquiry, as a result of the crisis caused by the global pandemic and Australian government travel ban, most travel agencies are currently experiencing exceptionally large volumes of calls and emails requesting information to cancel, change, rebook and alter bookings.
We ask for your patience and understanding during this time please. Whilst every customer is important, requests must be prioritised based on departure dates.
AFTA review complaints pursuant to the ATAS Code of Conduct. Many of the complaints currently being received by AFTA are ineligible for review as they do not allege a breach of the Code by the agent. In most instances, the following may be ineligible:
To understand the current situation, please see our information page here before proceeding: https://www.atas.com.au/traveller-info/covid19-update
If you have reviewed the information page and believe your complaint to be eligible, please continue to complete the compliant form online. We are working hard to respond as quickly as we can.