Frequently Asked Questions

Frequently Asked Questions

Air Booking Process FAQs

Seat Selection FAQs

Payment & Receipts

Refund Process

Change or Cancel Your Booking


  • Q: What time does the website show?

    A: The departure and arrival times shown on the website is the local time of the departure and arrival airports.

  • Q: Why is my booking canceled?

    A: Jettzy auto cancel unpaid bookings within certain time frame. If you still wish to complete you purchase you will need to make a new booking if your booking is auto cancelled. Note the price changes in real time so once a confirmed booking is cancelled the air fare locked in that booking is no longer valid.

  • Q: How long it takes to issue the ticket after I made payment?

    A: Jettzy uses robotic ticketing system and normally the electronic ticket will be issued and emailed to you within 10 minutes after you made payment.

    There can be extremely rare circumstances where staff intervention is required during ticketing process, it may take longer but normally less than 12 hours. In case of extremely rare situations, where the ticket cannot be issued, we will take the initiative to contact you and process full refund immediately.

  • Q: Can I cancel an unpaid booking?

    A: Yes. You can cancel the booking by click Cancel Booking button in the Booking Details page.

  • Q: What if I made a mistake in the information in the booking, i.e., name spelling, Can I modify it?

    A: No, you cannot modify a booking once it’s created. We suggest you make a new booking if you are yet to make payment. For paid and ticketed bookings, please submit a refund request by click the Refund Button in the Booking Details page, our staff will contact you and take you through the process.

  • Q: How to check my booking details?

    A: Click “Manage Bookings” at the top of the frontpage of the webiste. Click “Find My Booking”, input contact email address and booking number to bring up the booking details. Or click “all my bookings”, follow the instruction to bring up the list of all bookings made by the same email address.

  • About booking status

    Pending Payment

    Dependant on travel origin and destination, you are holding a confirmed booking and have 30 - 60 minutes to complete the payment.


    Payment processed and we are in the process of issuing your ticket.


    Your booking has been closed.


    Your ticket has been successfully issued.

    Change request in process

    We are processing the change request received of this booking.

    Refund in process

    We are processing your refund request of this booking.

    Booking Change Completed

    We have successfully processed your change request, you should have received your new ticket.

    Refund completed

    We have successfully processed your refund request, your should have received your refund payment.

  • Q: Can I request special services such as special meal, wheelchair, baby bassinet?

    A: Yes. You can contact customer service officers through either real time online chat on the website, or calling our customer service center. Special services are subject to the policy of each individual airlines and availability, and may associate with additional charges dependent on the policy of respective airlines you booked on.

  • Q: Can I select a seat at no cost?

    A: Yes. Free Seat selection on most airlines are made available to Jettzy customers, you can select your seat in the booking details page once ticket is issued. Some airlines may not support this function or give confirmation to seats selection.

  • Q: How to select seat?

    A: If you booked to travel on an airlines enabled free seat selection, once ticket is issued, you can click Seat Select in Booking details page to select your seat by each ticketed flight.

  • Q: Why can’t I select seat on a particular flight?

    A: It is up to each individual airline to make such function available to our API, there are a small group of airlines and/or on some flights such services may not be available.

  • Q: Why my seat selection is unconfirmed?

    A: A small group of airlines’ systems may not return a confirmation on seat selection requests, we suggest you to try again if still no confirmation then you will be allocated a seat at check in.

  • Q: Can I change selected seat?

    A: No, every customer is only offered one transaction free of charge as there is a cost for Jettzy to process a seat selection.  We suggest you to change your seat at check in.

  • For all air ticket bookings, you will need to pay in full in New Zealand dollar at the time of booking.

    For most bookings, you must pay with a credit card. All accepted payment options and forms of payment will be clearly indicated at the time of booking.

  • Q: How long do I have to make the payment?

    A: You have 60 minutes to make the payment after booking confirmation. Bookings will be auto canceled if not paid within 60 minutes.

  • Q: How can I view or print my booking receipt?

    A: In general, you can use a copy of your itinerary also as a receipt.

    You can also view and print a standard receipt for your booking directly from your itinerary page.

  • If you know your booking number

    1.Go to the Booking Details page.

    2.Enter the email address you booked with and the itinerary number.

    3.Select My Booking to view and manage your booking.

    4.In the Price Summary section, select View Itinerary.

    5.To print the Itinerary, select the Print button.

  • If you forgot your itinerary number

    1.Go to the Search guest  bookings page.

    2.Enter the email address you booked with, enter the verification code, and you will see all the bookings.

    4.Retrieve your itinerary number from the email, and follow the steps described above to view and print your receipt.

  • Q: Encountered a problem with the payment process?

    A: If your payment was declined or encountered other issues during the process, please visit Payment Trouble Shoot Page for more information.

  • My Payment Was Declined

    It may be due to one of the following reasons. There is a list of the most common reasons, and what you can do to troubleshoot the issue.

    ReasonWhat to do

    You exceeded your card limit.

    Confirm the card has enough funds available (either check your account balance or contact your card issuer), or try another card.

    You have a typo in the payment details, such as incorrect billing address or card expiration date.

    Verify you entered accurate information.

    You entered an unsupported payment method.

    Check on the payment page whether your payment method is accepted.

    Your card issuer couldn't authorize your transaction due to a technical glitch.

    Contact your card issuer or try again.

    The card issuer noticed a charge that doesn't fit your normal spending pattern and blocked the transaction to protect you.

    Contact your card issuer for help.

  • I Made Duplicated Payments

    Payment function of a particular booking is closed once the booking is paid, in extremely rare situations where merchant bank’s system does not provide feedback correctly it may allow customers to make repetitive payments for the same booking. The duplicated payment will be refunded in the next working day and may take up to 3 working days to show up on your credit card statement.

  • Some bookings are non-refundable, if you change or cancel a non-refundable booking you will not receive a refund. You can check the refund rules and restrictions of your booking in booking details before initiating a refund.

    For partially or fully refundable bookings, click Refund button in the booking details page to submit your refund request.

    If your booking is eligible for refund, we process it within 48 hours.Airline refunds take approximately 12 weeks to process. If you’ve bought the Premium package, you will not have to wait for the airline’s possible 12-week refund when you cancel your booking, and we will give you a refund within 1 week.

    After we process your refund, it may take up to 5 working days for your financial institution to post the credit to your account, and up to 2 billing cycles for that credit to show on your statement.

    You will be refunded in the same form of payment and currency you used when booking.

  • You can cancel duplicate unpaid bookings by click Cancel Booking button in the Booking Details page.  Some bookings are non-refundable. If you cancel a non-refundable booking, you will not receive a refund. See Refund Process for details.

    You can submit your change request by click Change Button in be Booking Details page to change a paid and issued bookings.

    Some changes or cancellations are subject to fees. Rules and restrictions of your booking can be found in the Booking Details page. Other than the change fees, often it can also be additional collections subject to the demand and availability of the flight you change to. Calculating change fees and additional collections may take up to 24 hours if confirmation needed from the issuing airline.

  • Changes

    Changes may not be permitted. We need to check your specific ticket to get the detailed airline charges,as the airline rules and fees are always changing. If you have purchased a fare that permits change, most airlines will charge a change fee and fare difference. Jetty will process the change and charge a service fee.

    Airline change fees apply to each individual ticket issued.

    Jettzy change fees per person:

    Application TimeService PackageRoute TypeService Fee
    Before DepartureBasicDomestic/Trans-TasmanNZD25
    International bookings (excluding Trans-Tasman bookings)NZD135


    After Departure

  • Name correction

    Names provided for ticketing purposes must exactly match names as they appear on each traveller's passport. Name change policy varies from airline to airline. Some airlines do not allow name changes at all – so please ensure the names provided in your reservation match your passport details.

    The process of correcting the name provided in the booking (and therefore reflected on your ticket) is governed by the individual airline's policy and the multiple steps involved are then processed by Jettzy.Jettzy charges a service fee.

    Airline change fees apply to each individual ticket issued.

    Jettzy name correction fees per person:

    Service PackageService Fee
  • Cancellation and refund

    Canceled bookings will incur charges, which can be up to 100% of the cost of booking, regardless of whether travel has commenced. Check with your consultant and the fare rules if the fare is refundable, as not all fares can be refunded. Airline refunds take approximately 12 weeks to process.

    If you have purchased a fare that permits canceled, Jettzy charges a service fee for refunds related to partial or complete cancellation of a flight booking or reservation.

    Airline cancellation fees apply to each individual ticket issued.

    Jettzy cancellation fees per person:

    Application TimeService PackageRoute TypeService Fee
    Before DepartureBasicDomestic/Trans-TasmanNZD50
    International bookings (excluding Trans-Tasman bookings)NZD250


    After Departure

  • Additional requests for quotes and flight options

    If Jettzy is aware of a airline schedule change; every effort will be made to alert you. Please ensure you contact your airline at least 24 hours prior to departure and on the day of departure, it will be your responsibility to reconfirm all your flight details before departure.For an airline schedule change, if a customer does not accept the airline’s alternative flight and have additional requests for flight options, a fee applies for each additional flight quote.

    Jettzy fees per person:

    Service PackageService Fee
  • Additional Payment Collections During Booking Change Process

    For change requests that subject to fees, there are two ways we collect fee payments after your acceptance of total change cost quotation.

    We will email you a payment link specifically created for the change amount, which you need to pay.

    Our customer officers will make the credit card charge over the phone.

    Changes can only be processed after the payment of additional collection are made successfully.

  • Q: What is a coupon?

    A: The coupon is issued by Jettzy, which can discount on the premise of meeting the corresponding conditions. You can collect it in coupon center and check it on my coupon page.

  • Q: How can I get a coupon?

    A: You can collect coupons through coupon centre, participate in related activities, or redeem a coupon.

  • Q: Will the coupon expire?

    A: Yes. You can see the validity period in the details of the coupon.

  • Q: How to use a coupon?

    A: The coupon is applicable to Jettzy. If the prouduct meet the usage rules of the special coupon, you can choose the available coupon during the booking. Each coupon can only be used once and each booking can only use one coupon.

  • Q: The coupon shows that it is occupied. What can I do?

    A: The coupon display is occupied because you have used the coupon in other bookings. The coupon can be used normally after the booking canceled or closed.

  • Q: If bookings canceled, coupons can be returned?

    A: Normally, when the unpaid booking is canceled, the occupied coupons will be automatically returned to your account, but the return process may take several minutes. Please wait patiently. If the coupon expires when the booking is canceled, the coupon cannot be used again.

  • Q: If a refund or change, coupons can be returned?

    A: After using a coupon , If a refund or change, the coupon will not be returned.


Kia Ora, you found your way to Jettzy – your new home for lower airfares

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