If I cancel my hotel or any other non-flight components of my package, can they be reinstated?
Once you cancel your non-flight components, they cannot be reinstated. Therefore, please ensure you are certain about your decision before making a cancellation request.
If I cancel my hotel or any other non-flight components of my package, will I be guaranteed a refund?
Refunds for cancellations are subject to our terms and conditions. You will only receive a refund if AWAI obtains a waiver or refund from the hotel or other supplier (minus any cancellation fees). Since your booking was made under the supplier’s terms, a refund is not guaranteed if the cancellation falls outside these terms.
Can you tell me what my refund will be before I decide whether to cancel my hotel?
Refunds are subject to individual cancellation policies for each booking. Some rates are fully refundable, other's partial and others not at all. Where rates are non-refundable and you elect to cancel your hotel, we are then attempting to negotiate a fee waiver on behalf of the customer affected. Therefore, as each case is individual, we first need to know whether you still intend to use the hotel. If not, we will cancel and endeavour to get the best outcome in each individual circumstance.
What details should I provide the hotel to confirm if they have my booking?
If you contact the hotel directly to see if they have your booking, please provide them with the first and last name the booking was made in, your check-in booking date and the hotel booking number on your voucher which starts with 280-.
If I keep my booking, am I expected to pay anything to the hotel or other non-flight component suppliers?
Your booking remains confirmed and unchanged. No additional payments are required, except for security deposits, extra insurance you may purchase, or costs incurred during your stay, such as food, beverages, or in-house activities not included in your original purchase.
Will Awai refund me for my flights?
All flight payments have been made to Bonza. For any claims or questions regarding flights, please contact Bonza directly.
Can I have an itemised breakdown of costs for my package?
We can provide a tax invoice upon request. This invoice will show the total package price, including the GST breakdown and travel insurance cost, if purchased.
Can I change the booking dates for the non-flight components of my package?
Subject to supplier availability, we can modify booking dates for your non-flight components. Additional booking or change fees may apply as per our terms and conditions.
If I am eligible for a refund of the non-flight components of my package, when will I receive it?
Refunds for non-flight components will be processed to the original card used for purchase within 55 days after Awai notifies you of the cancellation and refund amount. This notification will come via email from the Awai Support Team.
Why does it take up to 55 days to get my refund?
Refunds take up to 55 days to process due to internal processing times, coordination with suppliers, and ensuring that all necessary checks and approvals are completed. This time frame ensures accuracy and compliance with all financial regulations.
Why can't I get a refund for my non-flight components when the suppliers have informed me that they haven't been paid for the booking yet?
Your booking is confirmed from the moment you purchase and accept the terms and conditions. The payment terms between AWAI and the suppliers involve different settlement dates. Even if a supplier has not yet received payment, AWAI is obligated to fulfil the booking terms agreed upon at the time of purchase.
I purchased travel insurance for my trip (through Awai or separately). Can I make a claim for an amount that cannot be refunded?
Please contact your travel insurance provider for policy questions and submitting claims. Should you need any supporting documentation to assist with your claim, we can provide a confirmation booking summary upon request.