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At AU Customer Support, we strive to provide transparent and professional travel booking services. This Refund & Cancellation Policy outlines the conditions applicable to flight ticket cancellations, refunds, date changes, and related service fees. By making a booking through AU Customer Support, you acknowledge and agree to the terms outlined below.
All cancellation requests are subject to the fare rules, conditions, and policies of the airline and travel supplier associated with your booking.
Once a booking has been confirmed, a minimum cancellation fee of AUD 150.00 per passenger will apply, together with any airline, supplier, or consolidator fees.
The following charges may apply:
Cancellation fees may vary depending on airline policies, fare conditions, destination, and the complexity of the booking.
In certain cases, AU Customer Support service fees and supplier charges may increase up to AUD 300.00 per passenger.
Many promotional fares, discounted fares, low-cost carrier tickets, and selected domestic flight tickets are non-refundable and non-changeable.
Where a ticket is marked as non-refundable by the airline, no refund will be available after cancellation regardless of whether travel has commenced.
Infant tickets may also be non-refundable depending on airline fare rules and conditions.
Refund eligibility is determined solely by the airline's fare rules and ticket conditions.
Approval of a refund remains at the discretion of the airline or travel supplier. AU Customer Support cannot guarantee that a refund will be approved.
Where a refund is approved, deductions may include:
Once a refund request has been submitted and accepted by the airline, the refund process may take between 14 to 16 weeks from the date of request.
Some airlines may require a longer processing period due to operational delays, investigations, fare reviews, or internal processing procedures.
AU Customer Support is not responsible for delays caused by airlines, suppliers, banks, payment gateways, credit card companies, or financial institutions.
Refunds can only be processed after funds have been received from the airline or supplier.
If an airline changes or cancels a flight, the refund policy of the airline will apply.
Even where a flight is cancelled by the airline, an administrative service fee of up to AUD 75.00 per passenger may apply for processing refund requests and liaising with suppliers.
Any refund remains subject to airline approval and fare conditions.
Date changes, route changes, passenger name corrections, and ticket reissues are subject to airline approval and fare rules.
The following charges may apply:
Additional charges may apply if travel has commenced or where the booking requires complex processing.
If a passenger fails to check in, board a flight, or utilise a booked service without prior cancellation, the booking may be treated as a "No Show".
Most airlines do not provide refunds for no-show passengers. Any refund request will be subject to the airline's fare rules and conditions.
Credit card processing charges are generally non-refundable once payment has been successfully processed.
Where applicable:
By making payment, customers acknowledge that credit card surcharges are non-refundable.
For cancellation requests, refund enquiries, or booking modifications, please contact AU Customer Support using the contact details available on our website.
We recommend that all cancellation and refund requests be submitted as early as possible to avoid additional airline penalties and supplier charges.
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Disclaimer – AU Customer Support PTY LTD is an independent travel agency in Australia that provides flight information, ticket bookings, and customer support services in Australia. We are member of Sabre, Galileo, Amadeus and we are authorized to book any airlines flight tickets both domestic and international using our aggregators. By using our website, you agree to our terms of service and privacy policy. Please verify all details before making any travel decisions.
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