Change & Cancel Policy

Change & Cancel Policy

Hi,

While travel often goes as expected, the reality is that unforeseen events — ranging from geopolitical conflicts, terrorism, and natural calamities including volcanoes and weather, to unexpected personal situations like health issues or family obligations — can introduce unpredictability.

In light of these possible disruptions, we want to be clear and upfront on our policy around changing or cancelling flights that you've booked using iFLYflat.

One of the most compelling benefits of utilising points is the remarkable flexibility it provides. Not only can you book a flight as close as four hours prior to departure, but you can also modify or cancel your reservation up to 48 hours in advance.

This adaptability offers many of the perks associated with fully-flexible tickets, but without the expensive price tag. On the other hand, discounted cash-airfare tickets usually come with stringent conditions and are often non-refundable.

While using points has its own set of pros and cons, the overall benefits typically tip the scale in your favour.

Cancellation

If you want to cancel your existing flights (i.e. your decision), we can facilitate this for you. The implications are:

  • You will receive a full refund of the points used, less any airline cancellation fees*.
  • You will receive a full refund of the taxes paid, less any difference in the FX rates on the tax refund to iFLYflat by the airline.
  • Unfortunately, the iFLYflat fees are non-refundable as our team have already spent the time and effort and delivered the work (i.e. the daily searching and booking of flights) of your existing booking.

Flight Changes

If you want to change your existing flights and book new flights for another date and/or destination (i.e. your decision), the rebooking work involved is the same as a cancellation and a brand new booking, as brand new seats have to be found and booked.

We can facilitate this for you; the implications are:

  1. Airline change/cancellation fees, if applicable*.
  2. The net remainder of the ticket taxes will be refunded to you.
  3. A 50% fee credit is applied towards the fees of your next booking.
    • Making changes to an existing booking involves cancelling the existing flights, starting a brand new search and booking new flights — once suitable options are found.
    • This process often involves more complexity (restricted by the points sitting in the same airline). We realise that changes are often not planned, so as a measure of good faith, we offer the 50% credit as opposed to charging a brand new fee for a brand new booking.
    • The 50% iFLYflat fee credit is valid for a maximum of 6 months from the date of flight change.

What Happens if the Airline Changes or Cancels My Flight?

Once the ticket is successfully booked, and then later your airline cancels or changes your flight (i.e. not your decision):

  • We will try our best to help find a substitute flight, because it is unfair to leave you stranded due to no fault of yours (or ours).
  • In some cases, there are no suitable alternatives or options — we will help with getting your points and taxes refunded by the airline.
  • In this case, we suggest you make a travel insurance claim.
  • If your travel insurance claim is unsuccessful, iFLYflat will credit you 50% of your booking fee towards your next booking fee.
  • The 50% iFLYflat fee credit is valid for a maximum of 6 months from the date of flight change.

Why?

Unlike large airlines that might provide refunds during a crisis, the situation for iFLYflat is different for several reasons. Airlines may be more inclined to offer refunds because they are a substantial enterprise with greater financial cushioning. Additionally, the flight in question may no longer be in operation, and the payment is for a future seat that they could potentially resell or use to scale back their services.

In contrast, iFLYflat is a small business. The fees we collect are primarily allocated to cover wages for our employees, who have already committed time and effort to book your flights. Therefore, unlike airlines, our service has been rendered, making refunds a more complex issue for us.

*Airline Change & Cancellation Fees

Unless the airline has a waiver policy in place for travel to specific countries:

Airline Change Fee Cancellation Fee
Qantas 5,000 points per person 6,000 points per person
Velocity (Virgin) 7,500 points or $60 per person 7,500 points or $60 per person
Singapore Airlines USD $25 per person USD $75 per person
Emirates USD $25 per person USD $75 per person
Cathay Pacific USD $25 or 1,000 miles per person USD $120 or 12,000 miles per person

Travel Insurance

  • We strongly recommend having travel insurance for every trip — ensure you have activated the insurance correctly.
  • Please read the PDS carefully if you want to use your credit card insurance.
  • Some travel insurance companies, including credit card travel insurances, may allow claims for travel arrangement cancellation service fees.
  • Please get in touch with your travel insurance company to find out if you can be compensated for our fees, often referred to as 'travel arranger fees' or travel commission.

For AMEX cardholders — here is a link to all the AMEX card travel insurance policy wordings.

Thank you for your understanding,

Steve Hui
Founder & CEO, iFLYflat

Questions? Contact us · Full Terms & Conditions · iFLYflat Pty Ltd · ABN 53 161 472 251 · Level 17, 123 Pitt St, Sydney NSW 2000 · members@iflyflat.com.au