Need to contact

Webjet

and make sure they reply?

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.

• 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.

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.
  

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.