1. Frequently Asked Questions
Our FAQ section provides answers to the questions we are asked most often, such
as which credit cards we accept, whether you can book stopovers online, what you
can do if a page error occurs during your online booking, and lots more.
2. E-mail
If you cannot find the answer in our Frequently Asked Questions, send us an
e-mail
3. Telephone and Fax
If your request is of a more immediate nature, call or fax us on these numbers:
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Telephone
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1300 731 713
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(Calling within Australia)
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02 9410 3059
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(Calling within Australia)
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09 909 7841
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(Calling within New Zealand)
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+61 2 9410 3059
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(Calling outside Australia)
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Facsimile:
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02 9475 4408
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(Calling within Australia)
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09 353 1440
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(Calling within New Zealand)
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+61 2 9475 4408
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(Calling outside Australia)
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4. Location
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Jetabroad Pty Limited
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251/813 Pacific Highway
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Chatswood NSW 2067
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Australia
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FAQ's - The Most Frequently Asked Questions
If your question is not listed above, please click here to
send us an email.
Where is Jetabroad based?
Jetabroad is an Australian company, with a team of experienced travel professionals
based in Sydney.
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Which credit cards does Jetabroad accept?
Jetabroad accepts Visa, Mastercard, American Express and Diners Club for most airlines
at no additional charge.
The exception is when certain "low cost carriers" choose not to accept American
Express and Diners Club. In these instances, Amex and Diners will not appear on
the drop down payment option menu.
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Can I purchase tickets for other parties if I'm not travelling?
Yes you can. Just follow the prompts in our booking form to enter your details and
those of the passengers. Jetabroad has a thorough credit card verification system
in place and failure to enter your details may result in ticket delivery delays
or cancellation of your booking.
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I don't want to provide my credit card details online - can I pay by phone?
Jetabroad has a simple and secure online booking process that provides an instant
reservation. However, if you prefer to pay by phone, simply follow the prompts in
our booking form for our call-back service. If you want to purchase your tickets
immediately over the phone, please have your credit card ready and contact our customer
support centre on 1300 731 713 (within Australia), 09 909 7841 (Calling within New
Zealand), or +61 2 9410 3059 (outside Australia) to make your reservation and pay
for your tickets. An assisted booking fee of AUD$33 will apply for any telephone
booking that could be made directly on the Jetabroad website.
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Can I book stopovers online?
Yes. Simply check the "With a stopover" option when performing your search.
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Can I book multi-city itineraries online?
Yes. To see how easy it is to plan and book a multi-city itinerary, simply select
the "Multi-city and more" option when performing your search.
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Can I depart from a different city than I will arrive in (also known as "surface
sectors" or "open jaws")?
Yes, it is possible to book these using our online facility by simply selecting
the "Multi-city and more" option when performing your search.
Surface sectors or "open jaws", allow you to be more flexible in your
flight departure and arrival locations. For example, you can return to a different
city from the one you flew out of originally, or you can fly back home from a different
destination to the one you landed in. Yes, it is possible to book these using the
Jetabroad online facility.
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What service fees are applicable for cancellations and itinerary changes?
Click here for an explanation of Jetabroad's service
fees and airline charges.
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Will I receive a paper ticket or an electronic ticket?
The majority of airlines now issue electronic tickets, however there are still some
airlines that issue paper tickets.
Even for airlines that are predominantly e-ticket-able (eg Qantas), in some instances
paper tickets must be issued for certain boarding points/routings.
If your ticket is issued as an e-ticket, you will normally receive an e-ticket receipt/confirmation
by email within one business day of booking.
Paper tickets are normally dispatched within one business day of booking, but in
rare instances, ticketing may not occur for 2-3 business days.
Where it is possible to issue an e-ticket, airlines will generally charge an additional
fee (up to AUD$110 per ticket) if your preference is for a paper ticket to be issued.
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How long will it take to receive my ticket?
Wherever possible, electronic tickets (e-tickets) will be issued with details sent
to you by email on the same or next business day.
When paper tickets are issued, they will normally be dispatched on the same or next
business day. Jetabroad will deliver paper tickets at no additional charge using
Express Post within Australia and Express Post International to other destinations.
Please note that paper tickets will be delivered to the exact address provided during
the booking process. If you have already departed from Australia and have asked
Jetabroad to deliver paper tickets overseas, please note that delivery by Express
Post International takes between:
3-5 business days to New Zealand
5-7 business days to European Union countries
5-7 business days to Singapore, Thailand and Hong Kong
7-15 business days to any other country
If you have already departed Australia and your travel date is too soon to guarantee
delivery by Express Post International, we will contact you to offer you alternative
arrangements such as delivery by Federal Express or a “Prepaid Ticket (PTA)”. Additional
charges of between AUD$50 and AUD$150 may apply. We will advise you of any additional
charges prior to ticketing and request that you confirm your agreement to any additional
charge in writing.
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What if an error occurs at the end of the booking process?
Booking errors are rare, but they may occur if an airline has incorrectly loaded
their seat availability or if the airline’s reservation system has timed-out. If
an error occurs at the end of the booking process (i.e. after you have confirmed
that you wish to proceed with the booking) please contact us on 1300 731 713 (within
Australia), 09 909 7841 (Calling within New Zealand), or +61 2 9410 3059 (outside
Australia), as soon as possible. If the error occurs outside of business hours or
on the weekend, please email us your booking details and
contact information at (emails are monitored 7 days a week). Our experienced reservations
staff can check on the reason for the error and will contact you to complete your
travel arrangements.
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Can I change or modify my booking online?
Due to the complexity of fare rules, changing or modifying reservations online is
not possible at this time. Please contact our customer support centre on 1300 731
713 (within Australia), 09 909 7841 (Calling within New Zealand), or +61 2 9410
3059 (outside Australia), or email us
to modify or cancel an existing reservation.
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Can I make special requests for my reservation?
Special requests (such as seat, meal or special service requests)
not already made during the booking process , should be
emailed to our customer service centre . Requests will be actioned by
our staff on the same or next business day.
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Do I need a visa for travel to my international destination?
Each Australian citizen travelling to an international destination requires a passport
valid for at least 6 months from return date.
Many countries do not require Australian leisure travellers to obtain a visa prior
to arrival. However, some countries do require Australians to obtain
a visa prior to departure from Australia.
If you are in doubt about any individual country's visa requirements for Australian
citizens, please contact the nearest mission of the country(ies) you intend to visit.
A list of consulates of foreign governments in Australia can be found here:
http://www.info.dfat.gov.au/Info/WebProtocol/WebProtocol.nsf/homeforma?openform&C
Where there is no consulate, a list of embassies of foreign governments in Australia
can be found here:
http://www.info.dfat.gov.au/Info/WebProtocol/WebProtocol.nsf/homeforma?openform&D
The information contained on these sites is provided by the Australian Department
of Foreign Affairs and Trade.
Nationals of countries other than Australia should also contact the nearest mission
of the country(ies) you intend to visit to obtain detailed visa requirements.
You may also wish to visit
http://www.smartraveller.gov.au/ to obtain Australian government travel
advice for the countries you intend to visit.
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How do I get an invoice for reimbursement/tax purposes?
• International airfares do not incur GST/VAT
• Your email confirmation serves as a proof of purchase and contains the total price
charged for your booking. Should you require a special invoice (eg. on letterhead),
an additional fee applies.
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