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:
Telephone
- within Australia:
-
- NSW:
- 02 8014 7639
- QLD:
- 07 3123 6161
- ACT:
- 02 6108 4552
- TAS:
- 03 6105 0237
- VIC:
- 03 9013 1748
- NT:
- 08 8986 7171
- WA:
- 08 6365 4510
- SA:
- 08 7123 2889
- Head office:
- 02 9410 3059
- New Zealand:
-
- Auckland:
- 09 280 3331
- Christchurch:
- 03 974 9202
- Wellington:
- 04 974 9207
- International:
-
-
- +61 2 9410 3059
Facsimile
- within Australia:
-
-
- 02 9475 4408
- New Zealand:
-
-
- 09 353 1440
- International:
-
-
- +61 2 9475 4408
4. Location
Jetabroad Pty Limited
PO Box 696
Chatswood NSW 2057
Australia
FAQ's - The Most Frequently Asked Questions
If your question is not listed above, please 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 (list
of phone numbers) 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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How do I book round the world fare or multi-city itinerary with more than 3 legs?
The Jetabroad Customer Support Team is currently unable to offer round the world flight quotes or multi-city quotes with more than 3 legs. Online functionality will be provided in the future for these trip types.
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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 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 as soon as possible (list of phone numbers).
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 (list of phone numbers) 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.
For special meal requests, upon receiving a special meal request, Jetabroad enters the request into the booking. However, please note that:
- not all airlines offer all meal types, and
- any special request entered in a booking is never guaranteed until provided by the airline at the time of travel. Most airlines need at least 48 hours for special requests.
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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://protocol.dfat.gov.au/Consulate/list.rails
Where there is no consulate, a list of embassies of foreign governments in Australia can be found here:
http://dfat.gov.au/missions/
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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