Last updated: 28 September 2026
This policy explains how changes, cancellations and refunds work for bookings made with SkyTrips, a trading name of A2link Business House Pty Ltd (ABN 56 648 310 258). It forms part of our Terms and Conditions.
Your rights under Australian Consumer Law. Nothing in this policy limits your rights under the Australian Consumer Law. If our services have a major failure, you may be entitled to a refund or compensation regardless of anything in this policy.
1. Key principles
- Supplier rules apply first. Whether a booking can be changed or refunded, and how much a Supplier will return, is set by the airline's fare rules or the Supplier's terms. We show the key conditions of your fare before you pay, and we will explain them on request.
- We can only refund what the Supplier refunds, except where the refund is due to our own error or as required by law.
- Ask us, not the airline. For tickets issued by SkyTrips, please contact us to change or cancel. Airlines often refer agency-issued tickets back to the agent.
- We tell you the cost first. Before we action any change or cancellation, we will confirm in writing the Supplier fees, any fare difference, our service fee and the expected refund, if any.
2. Airline tickets
Changes you request
- Date or flight changes are possible only if your fare allows them. The airline may charge a change fee plus any difference in fare and taxes.
- Many discounted economy fares allow limited or no changes.
- Name corrections are subject to airline rules. Where a change of traveller is not permitted, a new ticket must be purchased.
Cancelling a ticket
- Refundable fares: we will request the refund from the airline, less any airline cancellation fee.
- Non-refundable fares: the fare is usually not refundable. Some government taxes and airport charges may be refundable where the flight has not been used, subject to airline rules.
- Travel credits: some airlines offer a credit or voucher instead of a refund. Credits are subject to the airline's terms, including expiry dates.
- No-shows: if you do not travel on a booked flight without cancelling beforehand, the airline may cancel all remaining flights on the ticket and the fare may be forfeited.
If the airline cancels or changes your flight
If an airline cancels your flight or makes a significant schedule change, we will contact you with the options the airline offers, which usually include an alternative flight or a refund of the unused portion of the ticket. We will process your chosen option with the airline.
3. Our fees on changes and cancellations
- Our booking and consultation fee (AUD 30 per ticket) covers work already done to research, book and issue your ticket. It is not refundable once the ticket has been issued, unless the cancellation is caused by our error or a refund is required by law.
- Our service fee for processing a change you request is AUD 25 per ticket, and for processing a cancellation or refund you request is AUD 25 per ticket. These are in addition to any airline or Supplier fees, and are deducted from any refund or charged at the time of the change. We will always confirm the total before you ask us to proceed.
- We do not charge these service fees where the change or cancellation is caused by our error, or where an airline or Supplier cancels or significantly changes your booking.
- Credit card surcharges are generally not refundable, except where the refund is caused by our error or as required by law.
4. Tours, hotels and transfers
- Cancellation terms for tour packages, hotels and airport transfers are set by the operator and will be provided before you book. Deposits are often non-refundable, and cancellation fees usually increase closer to the departure date.
- Our tour booking fee (AUD 25 per booking) is not refundable once the tour has been confirmed, unless the cancellation is caused by our error or a refund is required by law.
5. Visa services
- Government visa fees are paid to the relevant government and are not refundable by us, including where a visa is refused.
- Our visa processing fee (AUD 50 per person) is refundable only if you cancel before we start work on your application.
6. Group bookings
Group bookings are subject to the group contract issued by the airline or Supplier, including deposit, name-deadline and headcount-reduction conditions. We will give you these conditions in writing before you pay a deposit.
7. How and when refunds are paid
- Refunds are paid to the original payment method, unless we agree otherwise in writing.
- We pay airline and Supplier refunds to you promptly after we receive them. Airlines typically take 4 to 12 weeks to process refunds, and sometimes longer during disruptions. We will keep you updated and follow up on your behalf.
- Refunds are paid in Australian dollars. The amount you receive may differ from the original charge because of exchange rate movements or fees charged by your card issuer, which are outside our control.
8. If we make a mistake
If a problem is caused by our error, such as booking the wrong date or misspelling a name that you gave us correctly, we will fix it at no cost to you where possible. If it cannot be fixed, we will refund the amounts affected, including our fees.
9. How to request a change, cancellation or refund
Email info@skytrips.com.au with your booking reference and the traveller names, or call or WhatsApp us on +61 447 193 619. Please contact us before the scheduled departure, as many fares lose all value once a flight departs without a cancellation.
If you are unhappy with how a refund has been handled, please see the complaints section of our Terms and Conditions.