Coronavirus 2020

If you are traveling in the next 3 days please contact the airline directly to reconfirm your flight, or to make your changes and cancellations.

Due to the coronavirus outbreak, which has caused cancellations and travel disruptions worldwide, we are experiencing an overload of requests and urgent changes/cancellations.

We understand this may be frustrating for the customers that have to wait, but we are prioritizing passengers that have already started their travels, putting safety first. Your patience in the meantime is highly appreciated. For the most up to date information please review the World Health Organization (WHO) site.

This FAQ is for Jetabroad customers who currently hold a booking:


Q: Am I able to make changes and cancellations free of charge?

A: This needs to be reviewed on a case by case basis. Many airlines have created special policies in regards to the current situation, in particular to and from mainland China and China domestic, that are eligible for free changes and cancellations. In these cases Jetabroad will waive its normal cancel/change fees if and only if the airline policy does so too (given the volume of coronavirus airline waivers to be processed, an administration fee of $30 per ticket will be applied). However, this is limited to the first change, any subsequent changes will incur our normal cancel/change fees.

Please note, Jetabroad will not waive its normal cancel/change fees for bookings made after 24 Jan 2020, for travel to, from or through China and Hong Kong.


Q: Is it safe to travel to China?

A: Unfortunately we are not able to provide advice regarding your particular circumstance and whether or not you should travel. Please check with the WHO as above and your local health authority. Further information can also be found at:


Q: Will my travel insurance cover me?

A: This depends on your policy specifics, please contact your travel insurance company for advice.


Q: Why haven't I heard back from you?

A: We are experiencing a very high number of requests, our customer support team is working as fast as possible to respond:

    • If you're traveling within 24 hours please contact the airline directly to reconfirm your flights.

    • If you're traveling within 3 days please contact the airline direct to make your cancellation.

    • If you're traveling within 3-5 days we are prioritising your response.

    • If you're traveling beyond 5 days you may experience delays in receiving your response as we are processing the most urgent items first.


Q: How long will it take for me to get my refund?

A: Airline operations have been disrupted with policies and procedures changing as the crisis develops. The airline policies Jetabroad has received have a range of timelines for refund payments, from 12 weeks to 6 months.