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About Us
Flights
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COVID-19 Update
Are you lost?
Or have you done something you shouldn’t have?
This page is just for you!
Look for the type of question you want to ask us,
and there
’
s a likely chance its already on this page!
If you cannot find your desired answe
r
, contact us here.
If the question relates to the Covid-19
V
irus, click here.
Happy
T
ravels!
Frequently
Asked Questions
I have encountered an error or have an error message on my screen, what should I do?
- Check your email account for an itinerar
y
, including spam/junk mail.
Can I book my pet online?
- Pets cannot be booked online.
Can I use my Flight Centre Gift
V
oucher to book online?
Gift Cards are unable to be redeemed online at this stage.
Please call our reservations team on our Contacts Page or visit your local store to book.
Does the name I book my flights under need to be the same as my passport?
Y
es. 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?
No.
Unaccompanied minors cannot be booked through our website
as there is paperwork that needs to be completed.
After you have booked your child to travel,
you can call our team on our Contacts Page
and ask for them to add this request onto your booking;
there will be a fee for doing so that varies for each airline.
If you’d like to know more about the fees and book over the phone,
please contact our reservations department on our Contacts Page.
Booking Online
What Identification is required for check-in?
For Domestic
T
ravel, you’ll need one of the following:
A
valid passport
An
Australian drive
r
’
s license
Photo ID issued by an
Australian State Government or the
Australian Federal Government
(If you don’t have any of these, go to the
Airline
’
s website for further information)
For International
T
ravel, you’ll need the following:
A
passport with at least 6 months validity from your scheduled return date
Any necessary
V
isa items (check https://visasdirect.com.au for all visa information)
I am travelling Internationall
y
, will I need a
V
isa?
For more information on
V
isas 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 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!
W
oah, it
’
s ok!
W
e would have sent the itinerary to the email address you entered when making your booking.
If it
’
s not in your Inbox or Junk folde
r
, just call us on our Contacts Page and we’ll sort the rest out!
My Booking
T
ravel Information
Can I change or cancel my booking?
Absolutely! In order to change or cancel your booking,
you’ll need to speak to one of our dedicated
W
ebsite Customer Support
team members on our Contacts Page.
The below Flight Centre fees will apply in addition to any
Airline/Supplier fees.
Flight Centre Change fees:
Domestic or
T
rans-
T
asman: $30 per person, per booking
International: $75 per person, per booking
Flight Centre Cancellation fees:
Domestic or
T
rans-
T
asman: $50 per person, per booking
International: $300 per person, per booking
I don’t want to travel anymore, can I change the name of my ticket?
It depends on the type of ticket you purchased.
Some tickets are more restrictive than others and therefore
don’t allow name changes and some do allow changes but most of the time for a fee.
It
’
s best to give our
W
ebsite Customer Support team a call
on our Contacts Page to discuss this furthe
r
.
I have to cancel my booking due to an emergenc
y
. Will I get my money back?
Oh no!
W
e understand these times can be stressful and will do our best to assist you.
In the event of a serious illness that prevents travel,
or death of an immediate family member we can apply to the
Airline for a refund.
The
Airline will require documentation
(a comprehensive note from your doctor explaining your illness OR a Death Certificate)
and will assess your claim from there.
Please call us on our Contacts Page and we’ll provide you with an
email address to send your documents through to.
I entered my name incorrectly and have only just realised, can I fix it?
Y
ou 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.
Can I change the origin and/or destination of my flight because I’ve changed my mind?
Oh no, that
’
s quite the mix up!
If this has happened, it
’
s best to call our
W
ebsite Customer Support team
on our Contacts Page as soon as possible.
Some airfares do not allow changes to the flight routing,
but we’ll see what options are available to you.
In the event that they do allow changes,
please refer to ‘Can I change or cancel my booking?
’
for the minimum Flight Centre fees that will appl
y
.
Is my flight ticket refundable?
- Please refer to the fare conditions provided on your itinerary or
call
W
ebsite 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 just received a notification that my flight was changed/cancelled
and it
’
s completely unsuitable. What can I do next?
W
e’re so sorry! If your flight was booked online,
we have a team who can seek out alternative options with the
Airline.
Can someone else make changes to my booking on my behalf?
W
e take privacy and security of your booking very seriousl
y
.
Due to privacy laws, Flight Centre
T
ravel Group can only discuss details
or make changes/cancellations to a booking with a
listed travelle
r
, credit card holder or other authorised person.
Please refer to Flight Centre
T
ravel Group
’
s Privacy Polic
y
.
I really want to bring my pet dog, on my flight with me – can I add him to an existing booking?
Unfortunately we’re not able to book pets online.
I just had a bab
y
, can I add them to my booking?
W
o
w
, congratulations!
The answer is yes,
you’ll just need to call our
W
ebsite Customer Support team on our Contacts Page
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!
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acation Details:
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ravel Deals:
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ravels
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ravels
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