Jetabroad Questions & Answers

Hi Sinwen, I can see that your booking was rejected by the airline and you have been refunded in full for this booking and our team has advised you of the same.

Hi Asma, can you please email our team on our priority email at customersupport@jetabroad.com from the same email that was used at the time the booking was made and one of our support team will be able to help you.

Asma, I strongly recommend keeping detailed records of everything — screenshots, receipts, bank statements — and pushing for written responses only. I’ve been dealing with Jetabroad for nearly a year over a refund that was issued to the wrong person, and despite supplying ironclad evidence, they’ve repeatedly denied responsibility and contradicted their own documentation.

If your issue isn’t resolved quickly, escalate to Fair Trading QLD or your state’s equivalent, and consider filing a dispute through your bank or card provider. Be persistent — they rely on customers giving up.

Good luck, and I genuinely hope you don’t get dragged through what I’ve had to endure.

If you’ve had any issues with Jetabroad, I strongly encourage you to file a complaint with the ACCC. Their repeated mishandling of refunds and refusal to accept responsibility shows a pattern that deserves formal investigation.

The more people who report them, the more likely the ACCC will act. These scoundrels shouldn’t be allowed to keep hiding behind scripted replies while dodging accountability.

Just a quick follow-up to my earlier comment — Jetabroad never fixed the issue on their end. After nearly a year of denial, Zip Pay reviewed all the evidence and confirmed that Jetabroad refunded the wrong card. Zip ended up reimbursing me directly.

So if you’re getting the runaround or the usual “please email support” response, don’t wait around. Keep records, escalate fast, and lodge complaints with Fair Trading or ACCC if needed. You’re not alone — and it’s not just a one-off.

Hi Dikshya could you please advise your booking reference so we can investigate the matter.

Hi, could you please email our 24/7 priority team at customersupport@jetabroad.com with your booking reference and they will be able to check this for you.

Can you please advise your booking reference so we can investigate this matter.

Hi Caren, Our e-tickets usually get sent to our passengers directly from our booking system via a separate email. There are times they go directly into the spam/junk folder of our passenger's emails. Please accept our apologies for the inconvenience caused and can see that your e-tickets have now been resent to you. If you still haven't received your e-tickets in your inbox or spam folder, please send us an email at customersupport@jetabroad.com and one of our team members will assist you.

In order to process your request we kindly ask you to use the link below. The forms provided ensure we have all the customer information required to facilitate accurate and timely advice and ensures your request goes to the applicable department. Please click the link to proceed.

external link 

Hi Audrey, I can see that your booking was rejected due to airfare selling out at the quoted airfare. While we are very sorry about the inconvenience caused, however please note that Jetabroad sells airfares that are loaded on our system directly by the airline and even though it is rare but there are times that an airline may delay updating their inventory in real time which leads in the fare being rejected. In such cases, as outlined in Jetabroad's terms and conditions, we offer the passenger the next best option or a full refund. In your case, while we checked other flights and other Airlines but unfortunately we were unable to offer you seats on any Airline at a comparable price and hence you were refunded in full.

Hi Alana, Our e-tickets usually get sent to our passengers directly from our booking system via a separate email. There are times they go directly into the spam/junk folder of our passenger's emails. Please accept our apologies for the inconvenience caused and can see that your e-tickets have now been resent to you. If you still haven't received your e-tickets in your inbox or spam folder, please send us an email at customersupport@jetabroad.com and one of our team members will assist you.

Hi Alana, Our e-tickets usually get sent to our passengers directly from our booking system via a separate email. There are times they go directly into the spam/junk folder of our passenger's emails. Please accept our apologies for the inconvenience caused and can see that your e-tickets have now been resent to you. If you still haven't received your e-tickets in your inbox or spam folder, please send us an email at customersupport@jetabroad.com and one of our team members will assist you.

Hi, If the airline offers luggage through us, our website should prompt you to add the same as you go further along the booking process. If not, then once you finish your booking process, you may be able to add baggage on the airline's website directly under their Manage Booking function or at the airport during checkin.

Hi Khwima, As the etickets get sent directly from our booking system, it sometimes goes into our passenger's Spam folder instead of their inbox. I can see that your outbound ticket has already been resent again and your passport details updated to your booking. If you still haven't received your etickets in your inbox or spam folder, please send us an email at customersupport@jetabroad.com and one of our team members will assist you.

Thank you, i have received the two tickets

Hi Jacqueline, thank you for your message. I can see that all of your etickets have already been sent to you. If you still need assistance, you can get in touch with us via our online forms (https://www.jetabroad.com.au/help) or by emailing us at customersupport@jetabroad.com.

Hi Ben, We are sorry that your experience with us was less than satisfactory. Please advise your booking reference so we can investigate this further.

Hi Laura,

Please advise a booking reference. Did you submit an eticket resend request via our website?

The airline can update your passport number during check in. Many airlines don't require passport details at the time of booking.

Hi Thomas, you can send us a request to update your passport details via our online forms (https://www.jetabroad.com.au/help). Alternatively, you can update this information on the airline's website under their Manage booking function.

Hi Yu, can you please advise your booking reference so we can check this for you.

Yes it was DALMQN. I was told it is cancellable but I would be charged a $255 fee.

I have now booked new flights overnight. This morning I was told that those flights are not available and that there was an inventory error by the airline. I was offered the exact same flights if I paid an additional sum.

Hi Abdul, I can see that you emailed us a couple of times regarding your e-tickets. The etickets have been already re-sent and you have been replied to. If you can't find our emails in your inbox then please check your junk/spam folder.

Thank you so much, got’’em all.

Hi Lulu, Jetabroad fees come into effect when we need to facilitate changes or refunds for tickets due to voluntary or involuntary alterations. As we deal in multiple currencies, please click on the following link from our website, to see the details of our fees and charges, in your relevant currency - external link 

Hi, we are sorry to hear you encountered an error during your final booking stages. There are many reasons why this may happen and generally it is the airline availability which has not been updated in the airline loadings. If you have further issues and need assistance, we can arrange for a ticketing specialist to contact you. Regarding your concern about being charged, if your booking has failed, then the pending charge should get voided and automatically reflect back into your accounts within 1-2 days. If your payment hasn't bounced back and your financial institution isn't able to help, then please get in touch with us. You can easily reach us via our online forms on the Help page of our website, the link of which is - external link  or by emailing us at customersupport@jetabroad.com and one of our team members will get in touch with you.