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Need to contact Webjet and make sure they reply?
Webjet customer support overview
Webjet is a leading Australian online travel agency with 24/7 customer support for flights, hotels and holiday packages. You can reach a Melbourne-based, travel-trained team by phone, live chat, email, and a comprehensive online Help Centre. As a fully digital business, Webjet provides assistance online or over the phone (no physical stores).
Reviews for Webjet are mixed but improving. Many travellers rate Webjet highly for smooth, hassle-free planning and the convenience of comparing fares in one place. Frustrations tend to surface during disruptions (airline schedule changes, mass cancellations) when Webjet must coordinate with airlines and suppliers, which can slow resolutions.
Common Webjet customer issues and complaints
- Refund delays (especially after cancellations): Airline-initiated refunds can take weeks once submitted. During peak disruption events some customers reported much longer waits.
- Hard to reach during peaks: Long hold times and slower email replies may occur during industry-wide disruptions (strikes, border changes, mass cancellations).
- Fees & price transparency: Expect Webjet service/booking fees and the optional Booking Price Guarantee fee at checkout. Some travellers are surprised by the total vs airline-direct prices.
- Change/cancellation complexity: Outcomes (fees, eligibility) are governed by airline fare rules. Non-flex fares often mean limited changes or higher penalties.
- Service quality variance: Most interactions are fine; some customers cite inconsistent information or script-like responses. A polite re-call or asking for a supervisor/case owner often helps.
Use Webjet’s online forms for routine changes, factor fees into price comparisons, and keep documentation (confirmations, screenshots) in case you need to escalate.
How to contact Webjet customer support
Phone (24/7):
- Within Australia: 1800 935 929 (toll-free)
- Overseas / mobiles: +61 3 7043 9058
Best for urgent flight issues, same-day changes or time-sensitive problems. Have your Webjet Booking Reference (6 letters) and passenger details ready.
Live Chat (8am–10pm AEST, daily): Start at webjet.com.au/support and choose Message Us/Live Chat. Ideal for non-urgent queries (credits, policy clarifications, documents).
Help Centre & Forms: Self-serve for change/cancel requests, airline credit use, invoices and FAQs via webjet.com.au/support. Submitting forms queues your request by travel-date urgency and can be faster than waiting on hold.
Compliments & Complaints: Use Webjet’s Compliments & Complaints form to log formal feedback or escalate unresolved issues.
Pro tips for faster outcomes
- Summarise facts + evidence up front (dates, flight numbers, screenshots).
- For complex cases, request escalation to a senior agent.
- Try off-peak hours for shorter phone waits if your issue isn’t urgent.
Webjet key customer policies: refunds, returns, cancellations and more
Refund timelines
- Airline refunds: Webjet submits to the airline. Up to ~12 weeks is typical once submitted (can be longer during mass disruptions). When funds return, Webjet passes them to you.
- Hotels: Generally quicker (often 10–15 business days).
- Insurance: ~3–4 weeks via the insurer.
- Non-refundable Webjet fees: Service/booking fees and Booking Price Guarantee are usually not refundable.
Changes & cancellations
- Webjet acts as the agent. Rules are set by the airline/hotel fare or rate you selected. Many low-cost fares have no changes or hefty penalties.
- Webjet can process changes/cancellations and liaise with providers. Additional Webjet service fees may apply on top of airline fees.
- If a fare is fully refundable/flexible, Webjet will process the refund per fare terms (minus any applicable fees).
Booking Price Guarantee (optional fee)
- Protects against small price movements during checkout/processing. Not a price-drop refund after purchase. Generally non-refundable once charged.
Warranty & service guarantees
- Insurance (Cover-More via Webjet) is optional. 21-day cooling-off applies if conditions met.
Complaints handling
- Formal complaints logged via the feedback form are acknowledged and escalated as needed. ACL rights apply in Australia.
Webjet complaints submitted through Ajust
I booked flights for my girlfriend and me, but after payment the system added my name to all bookings. I contacted Webjet immediately and was told they couldn’t help. Every follow-up call either disconnected or left me on endless hold. I later realised the platform felt unmanned, with no real way to get support. I felt completely stuck with an error I couldn’t fix. - Paul
When I needed to fix a simple booking issue, Webjet was impossible to contact. I tried their messaging system and waited over an hour, only for the conversation to be ended without help. With no way to speak to anyone, I rebooked directly with the airline. It was cheaper and far less stressful, which made me question why I used Webjet at all. - David
I needed to change a flight and spent four to five hours on the phone trying to reach Webjet. Eventually I received a credit, but the delays meant I couldn’t use it properly. Key details were unclear, and when I followed up, I was promised a call back that never happened. It felt like once contact became difficult, support simply stopped. - Azra
I contacted Webjet multiple times about incorrect flight details, missing itinerary emails, and concerns with my bookings. Each call involved long holds and vague assurances that someone would follow up. I was often told to wait 48 hours for emails that never arrived. Trying to speak to someone who could actually resolve the issue became exhausting and left me feeling ignored. - Loise
Recent experiences with Webjet customer service
Went above & beyond (hotel closure, swift refund): A traveller provided proof a hotel had closed/rebranded just before travel. Webjet liaised with the supplier and processed a full refund within a week.
Refund received… after a long wait: For airline-cancelled flights, some customers report multi-month waits beyond the typical timeframe. Persistence and periodic follow-ups eventually led to refunds.
Urgent seating concern, limited help: A business-class passenger expected guaranteed adjacent seats. Webjet relayed airline rules (seat assignments not guaranteed without fee/fare type). Customer was disappointed the agent didn’t secure seats.
Official Webjet Customer Service Links & Contact Information
- Support hub (FAQs & contact): https://www.webjet.com.au/support/
- 24/7 phone: 1800 935 929 (AU) • +61 3 7043 9058 (OS)
- Live Chat: via Support page (8am–10pm AEST)
- Change/Cancel request: via Support → “Change My Booking” form
- Compliments & Complaints (escalations): linked from Support
- Terms & Conditions (fees, policies): https://www.webjet.com.au/terms-and-conditions/
- Travel insurance (Cover-More): via Webjet insurance info during checkout or policy link in your confirmation
Webjet Contact FAQs
How long do Webjet refunds usually take after a flight is cancelled?
Webjet flight refunds typically take up to around 12 weeks after submission, depending on the airline. Webjet must first receive the funds from the airline before passing them on to you. During mass disruptions like strikes or widespread cancellations, delays can be longer. Hotel refunds are often faster, usually within 10 to 15 business days, while travel insurance refunds depend on the insurer’s processing time.
Why is it hard to reach Webjet customer support during disruptions?
Webjet can be difficult to contact during major travel disruptions because support demand spikes across the entire industry. Airline schedule changes, border updates, or mass cancellations create backlogs that affect phone, chat, and email response times. Webjet must also wait on airlines and suppliers before resolving many cases. Using online forms and contacting support outside peak hours often leads to faster responses.
What fees should I expect when booking or changing a trip with Webjet?
Webjet bookings usually include service or booking fees, which are generally non-refundable. Optional extras like the Booking Price Guarantee also add to the total cost and are not refunded once charged. If you change or cancel a booking, airline or hotel fees apply first, and Webjet may charge an additional service fee. Always compare the final checkout price, not just the headline fare.
What’s the best way to escalate an unresolved issue with Webjet?
The most effective way to escalate a Webjet issue is through the Compliments and Complaints form in the Support Centre. Clearly summarise your issue, include your booking reference, dates, and any supporting documents. If you contact support by phone or chat, politely ask for escalation to a senior agent or case owner. Persistence and clear documentation often improve outcomes.
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