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Jetabroad - Book Flights

An Important Message To Our Customers

FAQs regarding unprecedented volume of customer requests due to COVID-19

Why do I need to use the help request forms? Why can’t I speak with someone?

Using the online request forms speeds up the process for all customers. If we take calls, the process slows down for all customers. The forms include your travel dates and other key information, so we can work with the airlines efficiently. We will contact you if the matter is urgent and there is a need to clarify information. Please note:

  • Airlines and travel agencies are experiencing an unprecedented backlog of cancellation and change requests.
  • Many airline contact centres have been closed or have reduced capacity due to COVID-19. Our staff have appropriate technology enabling them to serve our customers remotely.
  • Airline policies require us to process changes and cancellations prior to departure dates, following procedures defined by the airlines.
  • Airline policies are changing quickly and we (as the agent) and you (as our customer) risk a loss if we do not process changes and cancellations in compliance with airline rules and procedures. Every ticket and airline fare condition needs to be checked manually.
  • Given these limitations, for the time being, our team can only process bookings where scheduled travel begins within the next 48 hours.

Why do you charge fees to cancel and refund airfares?

This is standard practice within the travel industry, allowing travel agents to recover their operating costs (particularly our Customer Support staff) and to facilitate our low fares. When an airline offers a waiver related to COVID-19, Jetabroad reduces its fees

Why can’t I get my money back? Why is it taking so long?

The unprecedented number of cancellations has slowed airline operations. As soon as Jetabroad has received your refund, we will pass it on to you.

  • Jetabroad has paid the airline for your tickets and does not have your funds.
  • In many cases, for the time being, airlines are offering credits for flights and will not process refunds.
  • Airlines are telling us it will take between 4 and 12 weeks for customers for refunds to be paid, and in some cases longer.
  • Although it is taking longer than usual for the airlines to pay refunds, we are receiving funds every day as they deal with their own backlogs. We return those funds to our customers as soon as funds are cleared in our bank account.

With all this in mind we ask our customers to please be patient. The team at Jetabroad is committed to resolving all customer cases as fast as possible. The process is slower than usual but it is working. Rest assured, we will attend to your request.

Please treat our staff with respect as they work extended hours to deal with these unprecedented loads. We will not service any customer who abuses our staff via email, social media, or phone.

Team Jetabroad

To contact us, please use our online help request form

Jetabroad - Book Flights

Multicity & Stopovers Examples

Jetabroad gives you more options with the multi-city booking engine. You can book from anywhere in the world to anywhere else.

  • Add stopover view itinerary

    Stopover example: Sydney to Singapore (stopover) to Paris then return flight Paris to Sydney.

  • Split flights view itinerary

    Split flights example: Sydney to San Franciso then return flight Los Angeles to Sydney.

  • Hop round a region view itinerary

    Hop round a region example: San Francisco to New York then Washington to Los Angeles.

  • Hop one way view itinerary

    Hop one way example: Melbourne to Bangkok to London.

  • Hop round the world view itinerary

    Hop round the world example: Sydney to Bangkok to London to New York to Dallas to Los Angeles then return flight to Sydney.

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