Change & Cancel Policy

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. We want to be clear and upfront on our policy around changing or cancelling flights 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.

Force Majeure & Government Travel Advisories

We recognise that some disruptions are entirely outside anyone's control. Where your booking includes a flight leg that transits through, or arrives in, a destination listed under the Australian Government's Smartraveller "Do Not Travel" advisory, the following approach applies based on your booking type.

Flights Club Members

50% of your affected booked legs will be reinstated to your membership for future use. The remaining 50% will be considered utilised.

For example, a return Business Class booking for 2 passengers uses 4 one-way legs in total (2 outbound, 2 return). Under this approach, 2 of those 4 legs would be reinstated to your membership for future use.

This is designed to be a fair shared outcome. You did not create this situation, and neither did we. At the same time, our team has already done the work to secure and manage your booking, and real costs are incurred when bookings do not proceed. Rather than one side absorbing the full impact, we believe sharing the impact equally is the fairest approach.

If your destination or transit point is not listed under Smartraveller's "Do Not Travel" advisory, and you choose to cancel due to personal concern or unease, your booked legs will be considered used and no reinstatement will apply. We use Smartraveller as the independent guide so that decisions are consistent and fair for all members. The advisory list — not personal opinion — determines eligibility.

Ad-Hoc Bookings (Non-Members)

For ad-hoc bookings not made under a Flights Club membership, the standard change and cancellation policy above applies. Where the affected flight leg falls under a Smartraveller "Do Not Travel" advisory, we will work with you and the relevant airline or frequent flyer program to seek the best available outcome — including any waivers, refunds, or rebooking options the airline offers.

The iFLYflat service fee remains non-refundable as the booking work has already been completed. We will credit 50% of your booking fee towards a future booking where an airline-initiated disruption applies and no suitable alternative can be found.

Airline, Points & Tax Rules Still Apply

For all booking types, any airline cancellation rules, airline-imposed fees, points refund rules, taxes, carrier charges and ticket conditions remain subject to the relevant airline or frequent flyer program. Where an airline or program offers additional flexibility, we will work through that with you.

Current "Do Not Travel" Countries — Middle East Conflict (Updated May 2026)

The Australian Government currently advises Do Not Travel to the following countries due to the ongoing Middle East conflict. This also applies to transit and layovers, even if you do not plan to leave the airport:

• Bahrain
• Iran
• Iraq
• Israel
• Kuwait
• Lebanon
• Palestine
• Qatar
• Syria
• United Arab Emirates
• Yemen

For the latest Smartraveller updates: smartraveller.gov.au — Middle East conflict

What to Do Next

If you have an affected booking, please contact your Flight Concierge as soon as possible so we can review your itinerary and work through the next steps with you.