Frequently Asked Questions

Frequently Asked Questions

Air Booking Process FAQs

Seat Selection FAQs

Payment & Receipts

Refund Process

Change or Cancel Your Booking

Coupon

  • 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 automatically cancels unpaid bookings after a certain time frame. If you still wish to complete your purchase after your booking is cancelled, you will need to make a new. Note the price changes in real time, so once a booking is cancelled,and the price changes, the airfare for that booking is no longer valid.

  • Q: How long does it for the ticket to be issued, after I have paid?

    A: Jettzy uses a robotic ticketing system, normally the electronic ticket will be issued and emailed to you within 10 minutes, after the payment is made. There can be rare circumstances where staff intervention is required during the ticketing process, as a result, the the process may take longer (usually less than 12 hours). In the case where a ticket cannot be issued, we will take the initiative to contact you and process a full refund immediately.

  • Q: Can I cancel an unpaid booking?

    A: Yes. You can cancel the booking by clicking  the "Close" button on the "Booking Details" page.

  • Q: What do I do, if I mada a mistake in the information I put in during 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 do I check my booking details?

    A: Click “Manage Bookings”at the top of our website. Click "Find My Booking", enter your email address and booking number to open up your booking details. Or click "All my bookings", and follow the instructions to open a list of all bookings made using your email address.

  • About booking status

    Pending Payment- Dependant on travel origin and destination, you have submitted a booking and have 30-60 mins to complete the payment.

    Issuing - Payment has been processed and we are in the process of issuing your ticket.

    Closed - Your booking has been closed, or in other words, cancelled.

    Issued - Your ticket has been successfully issued.

    Change request in process - We are processing the change request, received for this booking.

    Refund in process - We are processing your refund request for this 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 a special meal, wheelchair, baby bassinet etc.

    A: Yes. You can contact our customer service staff through the online chat service on our website or by calling our Customer Service Center. Special services are subject to  the policies of each individual airline and availability, and may have additional charges dependent on the policy of the respective airline(s) you will be flying with.

  • Q: Can I select a seat for free?

    A: Yes.Free selection on most airlines are made available to Jettzy customers. You can select your seat on the "Booking Details" page, once your ticket has been issued. Some airlines do not have this option or confirm seat selection even if it's successful.

  • Q: How do I select seat?

    A: If you have booked a ticket with an airline that has the option of free seat selection, once your ticket is issued, you can click "Seat Selection" on the "Booking Details" page, to select your seat for each 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 is my seat selection request unconfirmed?

    A: A small group of airlines’ system may not return a confirmation on seat selection requests. We suggest you try again, if there is still no confirmation then you will be allocated a seat when you check in.

  • Q: Can I change my 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 change your seat during check-in. For all air ticket bookings, you will need to pay at the time of booking in full in NZD. For most bookings, you must pay with a credit card. All accepted 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 automatically cancelled 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: What do I do if I encounter a problem with the payment process?

    A: If you encounter  a problem during the payment process, please visit the "Payment Troubleshoot" Page for more information.

  • What do I do if my payment is declined?

    If your payment was declined it may be due to one of the followingreasons.

    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.

  • What happens if I make several/ duplicate 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 will 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, we will give you a refund within a 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 is 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's 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. Jettzy 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-TasmanNZ$25
    International bookings (excluding Trans-Tasman bookings)NZ$135
    PremiumAll0

    No-Show

    After Departure

    BasicAllNon-Changeable
    PremiumAll0
  • 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
    BasicNZ$75
    Premium0
  • 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-TasmanNZ$50
    International bookings (excluding Trans-Tasman bookings)NZ$250
    PremiumAll0

    No-Show

    After Departure

    BasicAllNon-Refundable
    PremiumAll0
  • 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
    BasicNZ$80
    Premium0
  • 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 service staff 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: A coupon can be issued by Jettzy, which will provide a discount, when all corresponding conditions are met. You can collect the coupon in the coupon center and check for coupons in "My Coupons" page.

  • Q: How can I get a coupon?

    A: You may get coupons through the Coupon Centre; or by participating in specific activities; or by redeeming a coupon code.

  • Q: Will the coupon expire?

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

  • Q: How do I use a coupon?

    A: The coupon you recieve for Jettzy, is only applicable to Jettzy. If the product you wish to purchase meets the usage rules of the coupon, you will be able to select the coupon during the booking of the product. Each coupon can only be used once and you can only use one coupon per each booking.

  • Q: My coupon shows up as "occupied". What does that mean?

    A: A coupon will show up as “occupied”, when the coupon has been used for another booking. The coupon can be used if the previous booking is cancelled or closed.

  • Q: If my booking is cancelled, will my coupon be returned?

    A: Normally, when an unpaid booking is canceled, the occupied coupons will automatically be returned to your account. This may take a few minutes, please wait patiently. If the coupon expired when the booking is canceled, the coupon cannot be used again.

  • Q: If a refund or change occurs, will my coupon be returned?

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

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

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