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Jetabroad Customer Support

As Jetabroad is an Online Travel Agency please ensure all requests, urgent or otherwise, are made via our online form below which is monitored every day to ensure your request is serviced quickly and accurately.

If your travel is within the next 48-hours, or your journey has already commenced, you must contact the local airline office for any change requests.

What type of support do you require?

Seat Request

Most airlines are now charging passengers for pre-assigned seat requests made before the date of travel. For this reason, we suggest contacting the airline directly to make your request for seating arrangements (and to discuss alternate seat options, if your preference is not available). The airline will charge you directly if payment is required, should you wish to proceed.

Please note, many special requests must be made online via the airline's own "Manage Booking" facility. To do this, you will need to enter in your name, and the airline's own reservation code in order to login and manage your booking online, via the airline's website. Alternatively, please phone the airline's Reservations Team directly for assistance over the phone.

Meal Request

The approval of special meal service requests is governed by the airline(s) in your itinerary and is specific to origin, destination, and cabin class. Many airlines do not offer a meal service on all flights. For this reason, we suggest contacting the airlines directly to make your meal request (and to discuss alternate meal options, if your preference is not available).

Please note, many special requests must be made online via the airlines' own "Manage Booking" facility. To do this, you will need to enter in your name and the airline's own reservation code in order to login and manage your booking online via the airline's website. Alternatively, please phone the airline's Reservations Team directly for assistance over the phone.

Baggage Information Request

Due to the Coronavirus outbreak, which has caused cancellations and travel disruptions worldwide, we are experiencing an overload of requests and urgent changes/cancellations. We are prioritizing passengers that have already started their travels, putting safety first. Your patience in the meantime is highly appreciated.



We are temporarily deferring all baggage information request directly to the airlines.

Please note, the baggage allowance information might be available online via the airline's own "Manage Booking" facility. To do this, you will need to enter in your name and the airline's own reservation code in order to login and manage your booking online via the airline's website. Alternatively, please phone the airline's Reservations Team directly for assistance over the phone.

Which Airline are you flying with?

To make this request, please go to Manage Booking

Passenger Name Correction Request

Due to increased airline security, passenger names on tickets must match passport details. Its best to complete this short form with your instructions.

Please note:

  • The name on your travel document (passport) must match the name on your ticket at all times.
  • Middle names are required for itineraries involving travel to USA.
  • Most airlines do not allow name changes. Name corrections may be allowed at a fee.
  • To help us check with the airline if a name correction is required or allowed, please attach a copy of your passport and send us an email.
  • If the required change is in your Surname, due to a change of your marital status, please attach a copy of your marriage certificate as well.

Update Contact Details

Use this form if your contact details have changed since you made your booking.

Connecting City Accommodation Request

Please use this form when you are requesting accommodation where the airline has an overnight connection.

Passport Information

Please use this form when we have asked you to send your Passport Information.

Add Infant/Child To Booking Request

Please use this form if you wish to add a new born infant or child to your booking. We will advise via email any airline costs and request your authority to proceed with the addition.

Airline Schedule Change

If you have been informed of an airline schedule change, please use this form to instruct us on how you wish to proceed.

An important message with respect to contacting us

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.
  • 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.

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.

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JETABROAD PTY LIMITED

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Name Correction

Due to ticketing methods, Customs/Immigration requirements and reasons of security, airlines require that the passenger names on the ticket are identical to those in the passport. Airlines will refuse boarding due to name errors.

The process of correcting the name provided in the booking (and therefore reflected on your ticket) is governed by the individual airline’s policy and the multiple steps involved are then processed by Jetabroad. Unfortunately, name corrections do not follow common sense - Jetabroad is not permitted to re-open a ticket and edit the name provided. In many cases, the airline requires a process involving the cancellation of the original ticket(s) and the issuance of new ticket(s).

The cost to process a name correction will include the airline change fee plus any applicable fare and tax differences (if a new ticket is required) and a Jetabroad fee of AUD$150 per ticket.

Please note, Jetabroad does not modify the names provided during the online booking process. Ticket creation, including passenger names, is an automated process based on the information provided by the person booking. All inputs are recorded in our system files, including a record of the checkbox ticked to confirm names provided exactly match the passenger's passport when booking.

You can use this form to provide the details of the name change request. By clicking 'Continue', you authorise Jetabroad to review the airline conditions and to charge the credit card used to make your booking the cost to make the necessary name correction. Alternatively, you can return to the 'Help page' and instead, request a cancellation.

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Retrieving Airline Reservation Code

The Jetabroad booking reference and Airline reservation code for your flight booking might not always be the same. To retrieve your Airline reservation code, open the Jetabroad email containing your itinerary and please see below where to look, depending on the version you receive.

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