FAQs

Got a question? We’ve got the answer.

Changing, Managing and Cancelling Bookings

Where can I find my booking reference?

You'll find your booking reference via My Account

1. Log into My Account

2. Go to My Bookings

3. You’ll see your booking reference/s starting with a ‘P’.

Where can I find my booking details?

1. Log into My Account

2. Go to Bookings

3. Here you'll find a list of all your bookings

4. Select booking reference

5. Select the booking under Itinerary.

I didn't receive my booking confirmation via email

Try checking your spam or junk folder for our emails.
If you find our emails in this folder, move the email into your Inbox folder, this should add us to your safe email list.

Still can't find our email?
Check to ensure you're searching in the email provided to us when making your booking.
If you have another email address, try searching there, just in case.

Otherwise, contact us for help.

How do I change the travel date of my booking?

Date changes can be made to your booking if made during the free cancellation period.

You'll find your cancellation policy via My Account.


1. Log into My Account

2. Go to Bookings

3. Here you'll find a list of all your bookings

4. Select booking reference

5. Select the cancellation policy under Itinerary.

For date changes during the free cancellation period or date changes due to COVID-19 travel restrictions, contact our team via phone and email to request a change.

What happens if I can't travel due to COVID-19?

Don’t panic. We’ve got your back.

We monitor travel restrictions and will contact you if your booking is directly affected by COVID-19 travel restrictions.

If your booking is directly affected by COVID-19 government restrictions, we'll work with suppliers to amend your travel dates or place your booking into credit where possible.

If your booking is for travel outside of the current COVID-19 government restrictions and you no longer want to travel, please refer to your cancellation policy in My Account, as this policy will apply to any changes or cancellations.

When will I receive my travel documents?

Travel documents are available via My Account.

How do I redeem my travel credit?

Have a COVID-19 travel credit? Contact us and we'll assist.

How do I cancel my booking?

We're here to help. Contact our team via phone and email to cancel your booking.

Tip: Be sure to check the cancellation policy in My Account as cancellation fees may apply.

You'll find your cancellation policy via My Account.

1. Log into My Account

2. Go to Bookings

3. Here you'll find a list of all your bookings

4. Select booking reference

5. Select the cancellation policy under Itinerary.

What are the cancellation fees?

There may be none. It all depends on the holiday you choose at the time of booking.

To check cancellation fees specific to your booking:

1. Log into My Account

2. Go to Bookings

3. Here you'll find a list of all your bookings

4. Select booking reference

5. Select the cancellation policy under Itinerary.

Why is there a cancellation fee?

We don't charge cancellation administration fees if you choose to cancel online.

Cancellation fees will apply if the hotel, holiday and/or experience supplier advised cancellation fees at the booking time.

How do I change a name on my booking?

Some name changes are possible so contact our team for help. However it may not be possible to change the name of the main traveller, or the name under which flights are booked.

Is there a cost to change my booking?

We will not charge you any change fees if you're changing your booking due to government-issued COVID-19 travel restrictions.

Supplier change fees may apply along with a price change if an increase applies to your new travel arrangements/dates.

Non-refundable bookings are not eligible for a date change; however, we will do our best to assist within the hotel's terms.


All other changes will incur a $55 change administration fee per booking plus any price difference.

If there is a lockdown due to COVID-19 will I get a refund?

If your travel plans are affected by government-issued restrictions, we'll work with suppliers to amend your travel dates or place your booking into credit. Refunds may be available to those who've booked a refundable travel option.

You'll find your cancellation policy via My Account

1. Log into My Account

2. Go to Bookings

3. Here you'll find a list of all your bookings

4. Select booking reference

5. Select the cancellation policy under Itinerary.

Where can I find the latest COVID-19 travel updates?

For the latest government issued travel restrictions and requirements, please see Travel Updates.

Managing Instalments and Making Payments

Which cards do you accept?

VISA and Mastercard debit or credit cards issued in Australia.

Can I set up payments with my BSB and account number?

No. You need a valid VISA or Mastercard debit or credit card. We don't accept payments by BPAY or bank transfer.

Can I change my payment frequency?

No. Planpay instalments are weekly, and Afterpay instalments are fortnightly.

When will my first payment be processed?

The first payment using Planpay is debited at the time of booking. For Afterpay please refer to your Afterpay account.

Can I pay more than the weekly instalment amount due with Planpay?

Yes. You can make a top-up payment (one-off payment) via My Account.
Top-up payments won't change your scheduled instalment dates; however, they will recalculate the amount you pay each week.

1. Log into My Account

2. Go to My Bookings

3. Click on the booking

4. Go to Payment Options

4. Select Make a Top-Up.

or

You can choose to pay an instalment in advance via Pay an Instalment in My Account.
This won't change your future instalment amounts.

1. Log in to My Account

2. Go to My Bookings

3. Click on the booking

4. Go to Payment Options

5. Select Pay an Instalment.

How do Planpay payments work?

Planpay instalments are debited weekly before travel from a VISA or Mastercard debit or credit card.

The number of instalments varies depending on your travel dates as we take the total cost of your holiday and divide it over the number of weeks before travel. So, the further in advance you book, the more instalments you'll have and the lower each instalment will be.

Can I split payments with another person?

No. Only one account is possible per booking.

Can I pay in full?

Yes. You can choose to pay in full with VISA or Mastercard at check-out or after booking via My Account.

When do I need to finish paying for my booking?

You can find your final payment date online.

1. Log into My Account

2. Go to My Bookings

3. Click on the booking

4. Under Payments you'll find your last instalment date.

What happens if I'm struggling to make my Planpay payments?

If you're experiencing financial hardship, please contact us on 1800 780 880 to discuss your options. Our team of travel experts can look into ways to help you manage your instalments, such as offering a change of date. For Afterpay purchases, please contact Afterpay directly.

Where can I find my remaining balance?

You can find your remaining balance online.

1. Log into My Account

2. Go to My Bookings

3. Click on booking

4. Under Payments, you'll find the amount remaining.

What happens if I miss / decline an instalment?

You'll receive a reminder SMS and email from us. If you don't make the instalment within the grace period a $7 fee will incur.

If three (3) or more instalments are missed, a catch-up instalment schedule will need to be arranged with our team to avoid automatic suspension of your booking. A price may change if, as a result of missing multiple instalments, we are unable to secure your travel arrangements with suppliers and need to rebook the travel component or package.

What happens if my card is lost / stolen or cancelled?

You can make a payment online using a different card or change the card details for all future instalments.

If you've got a payment due and have no way of making the payment, please contact us.

Can I make a payment before the due date?

Yes. You can choose to pay an instalment in advance via Pay an Instalment in My Account.

1. Log in to My Account

2. Go to My Bookings

3. Click on the booking

4. Go to Payment Options

5. Select Pay an Instalment.

I've missed a payment, what happens now?

A $7 fee will be debited from your balance, and the remaining instalments will be recalculated.

The missed payment is divided over the remaining instalments increasing each instalment.

How many payments do I have?

You can find all the payment information relating to your booking online.

1. Log into My Account

2. Go to My Bookings

3. Click on the booking

4. See Payment information.

How will I know if a payment is due?

You'll receive a reminder via SMS and/or email before each instalment.
You can also view upcoming instalments via My Account.

How often are payments made?

Planplay instalments are weekly.
Afterpay instalments are fortnightly. Please refer to Afterpay for more Afterpay details.

Why was $7 deducted from my booking?

This means you've been charged a fee because you missed one of your scheduled instalments.

Want to avoid this fee? Use Pay Now in My Account or follow the instructions from our email or SMS message during the grace period.

If you're experiencing financial difficulty and worried you can't make your instalments, please contact us.

Why have my instalment amounts changed?

If you missed an instalment, a $7 fee would have been debited from your balance and the remaining instalments recalculated.

The missed payment is divided over the remaining instalments increasing each instalment.

Can I skip a Planpay instalment?

No. Instalments are weekly and cannot be skipped.
However, you can pay an instalment early to prevent missing the instalment or change your instalment day of the week in My Account.

Can I change the Planpay instalment day of the week?

Yes. You can change the instalment day of the week online.

1. Log into My Account

2. Go to My Bookings

3. Click on booking

4. Go to Payments

5. Select Change under Next Instalment.

Not able to change at all? You can only make a change once per month, and it must be done at least one day in advance.

Not able to select the date or day of the week you want? The instalment needs to stay within the same week. You can't change the date that falls into another week.

Refunds

How long do refunds take?

If you've cancelled your booking and are eligible for a refund, we will process your refund within two weeks.

However, if we've made supplier payments on your behalf, we need to wait for the supplier to refund us first.

Most airlines, hotels, tour and cruise companies take up to 12 weeks to process refunds.

They've been significant delays in refund processing by suppliers during the pandemic.

If you're waiting on a refund, contact us for information specific to your booking.

My debit / credit card has been cancelled, what happens with my refund?

You'll need to contact your card issuer or bank to locate the refund.

If you are still banking with the same financial institution, chances are your card will be linked to your bank account, which means it might just take a few more days to find it's way to your active bank account.

If your bank requires details of the refund, let us know, and we can provide this information.

Why is my Planpay refund processed in multiple transactions?

Refunds are reversals of the original instalments debited, therefore, you may receive multiple refunds equalling the total refund.

Managing My Account

How do I update my email / phone number and/or address?

Easy.

1. Log into My Account

2. Select My Details

3. Update your details.

How do I change my password?

1. Log into My Account

2. Go to Change Password.

3. Enter current password and new password.

Can't remember your password? Enter your email address here, and we'll send you a temporary one by email.

Why can't I login?

Make sure you're using the same email address to log in that you used when booking.

If you have another email address, try that one, just in case.

If that doesn’t work, contact us, and we’ll sort things out.

How do I cancel My Account?

Just get in touch, and we'll check to ensure your account balance is zero, and you have no upcoming bookings. We'll then confirm once your account is closed.

How do I stop receiving emails?

Easy. To opt-out of marketing emails;

1. Log in to My Account

2. Go to My Details

3. Uncheck the box next to 'Keep me up to date on news and exclusive offers'.

The tick will no longer appear within the box. This indicates a successful opt-out removing you from the marketing emails within seven working days.

Want to opt back in?

Click the box next to 'Keep my up to date on new and exclusive offers'. A tick will appear in the box to indicate a successful opt-in.

I've forgotten my password

You can reset your password online. A temporary password will be sent to your email address. You'll then be prompted to choose a new password.

How do I update my debit/credit card details?

1. Log into My Account

2. Go to My Bookings

3. Click on booking

4. Select Change Card Details under Payments.

The new debit/credit card applies to a specific booking only. It won't update card details across multiple bookings so, if you have multiple bookings, you will need to do this within each booking.

Not receiving our SMS?

It's ok. We've got this.

1. Log into My Account

2. Select My Details

3. Check your mobile number is correctly entered. If not, enter your correct number.

Not receiving our emails?

Not a problem.

Firstly, try checking your spam or junk folder for our emails.
If you find our emails in this folder, move the email into your Inbox folder, this should add us to your safe email list.

Still can't find our emails?
Check to ensure you're searching in the email provided to us when making your booking.
If you have another email address, try searching there, just in case.

Otherwise, contact us for help.

Making a Booking

What's included in my booking?

You can check your inclusions online.


1. Log into My Account

2. Go to My Bookings

3. Click on the booking

4. Select Itinerary.

The holiday I wanted to book has expired, can I still book?

If you're yet to book and the ‘book by’ date has passed, please contact us.

How do I add flights?

You can’t book flights with us at the moment, however we're working on it. Watch this space.

Does my holiday include flights?

Bookings made after March 2020 will not include flights; however, our team are working overtime to bring you flights soon. Stay tuned.
We may offer limited holidays with flights included if specified at the time of booking.

I can't find the hotel I want, can you provide a quote?

All hotels, holidays and experiences are available online.
If you can't find the specific hotel you're looking for, the hotel may not be available for your dates, or we may not offer it.

Tip: Try different dates or search for a hotel nearby.

How do I create my own holiday package?

Simple.

Find a hotel, holiday and experience you want to book and add it to your cart.

Click on the shopping trolley to view your cart and proceed to check out once you're happy with your selections.

Tip: Be sure to check the cancellation policy for each item in your cart, as varying policies can apply.

Why isn't Planpay available at checkout?

If your booking is less than $10 per week, more than $12,000 in total, or for travel within two months, Planpay will not be available.

If the hotel, holiday and/or experience provider requires full prepayment, Planpay will also not be available.

However, we also offer Afterpay and Pay in Full.

Why isn't Afterpay available at checkout?

If your booking is more then $3,000 in total, Afterpay will not be available.

Holiday more than $3,000? Planpay is great for those larger holiday purchases as you'll have longer to pay for the holiday, making the instalments more affordable.

I have a promo code how do I use it?

Lucky you. At check-out, enter the code under Promo Code before selecting your payment method.

If you're having trouble, check the conditions of the code.

What is a Superdeal?

A superdeal is a non-refundable hotel special. Changes are not permitted, and if cancelled, you will not receive a refund or a credit. This policy applies even if COVID-19 travel restrictions prevent you from travelling.

Need flexibility? We recommend booking a free cancellation option; this way, you can cancel free of charge if your plans change until free cancellation expires.

Can I make a change to a non-refundable booking?

Once booked, changes are not permitted. If cancelled, you will not receive a refund or credit.

Travelling

What do I need for hotel check-in?

Your identification, a debit/credit card for a security deposit, and sometimes you may be asked for a booking reference.

Your hotel booking reference is in My Account under travel documents.

Do I need a security deposit?

Yes, almost all hotels and car rental companies require a security deposit upon check-in.

What identification do I need for flights within Australia?

A government-issued photo identification. This could be your driver's license or photo card.
For children, a Medicare card is fine.

What identification do I need for international flights?

A valid government-issued passport with a minimum 6 months validity. Government-issued vaccine passports and pre-departure COVID-19 testing may also be required.

With changing travel requirements and varying entry conditions by country, we strongly suggest referring to the latest information via Smart Traveller.

Some countries also require a VISA. For the most up to date information, visit Smart Traveller.

How do I collect my theme park passes?

Your travel documents are available online.

Head to the ticket booth at the theme park of choice, and they'll exchange your theme park vouchers for tickets.

Where do I meet the transfer driver?

The meeting place can change, so it's best to check your travel documents online in My Account as they will have the most up to date information.

What do I need to show the tour operator?

Tour operators may ask to see your travel documents which will be available in My Account.

How do I report an issue while travelling?

For assistance with your hotel, tour or flight arrangements whilst travelling, please contact the supplier directly. Please refer to your travel documents will contain contact numbers for each supplier.

If services provided by the supplier do not meet your expectations, it is your responsibility to raise this with the supplier directly during your trip. If you fail to provide the supplier with a reasonable opportunity to resolve your concerns during your trip, our ability to assist post-travel will be limited. 

For general help during business hours, please send us an email to [email protected] or call us on 1800 780 880 or +61 2 9133 2622.

I'm travelling and need urgent assistance, who do I call?

For assistance with your hotel, tour or flight arrangements whilst travelling, please contact the supplier directly. Please refer to your travel documents will contain contact numbers for each supplier.

For general help during business hours, please send us an email to [email protected] or call us on 1800 780 880 or +61 2 9133 2622.

I need a VISA for my trip, can you help?

For the most up to date information, visit Smart Traveller.

Need help applying? Visalink can assist with VISA applications.

Preparing to travel internationally?

For the latest information on travelling internationally, check out the Department of Home Affairs steps on preparing to leave Australia.

Do I need travel insurance?

Coronavirus has changed the way we travel. Some countries now require proof of insurance as part of their entrance requirements.

We strongly recommend all travellers take out comprehensive travel insurance at the time of making a Booking. You are solely responsible for any costs you may incur as a result of unforeseen events after you make a Booking. Travel insurance can mitigate these risks.

Our Insurance partner, Go Insurance, offers travel insurance for cancellations and travel emergencies. Get Quote

About

Who are we?

This is no time for false modesty…we’re not just an online travel agency, we're a revolution in the way people budget, book and pay for their holiday. We set people free.

Are you accredited?

Yes, we are. 

We're a subsidiary of LayAway Travel. We're ATAS accredited and a member of the Australian Federation of Travel Agents (AFTA).

What can I book?

Hotels, resorts, multi-day tours and extras.

Activities, flights and cruises will be added soon.

What is Planpay?

Planpay is our 'book now pay later' payment service designed to make those larger trips easier to budget for.
You can spend up to $12,000, and we'll break it down into weekly, interest-free instalments before travel. For more details, see Planpay

How long have you been operating?

We've been in business since 2019.

In 2015, our founder Andrew Paykel had the vision to make travel accessible to more Australians by offering flexible payment plans. Afterpay Ventures bought into this vision, wanting to provide more Australian's with the opportunity to travel.

Which payment methods do you accept?

We accept Afterpay, Planpay and Australian issued VISA and Mastercard debit or credit cards.

What is the difference between Planpay and Afterpay?

Planpay is where you make weekly instalments before you travel. Planpay is available for trips booked at least two months in advance and valued up to $12,000.

It's great for those larger holiday purchases; trips with family and friends, or those planned well in advance, as you'll have longer to pay for your holiday. This means your instalments will be lower.

Afterpay is 4 x fortnightly instalments before or after you travel up to the value of $3,000. So your last-minute holiday plans are still within reach.

Is there a cost to booking with Play Travel?

No. There are no fees charged if you stick to your payment plan and original booking details.

The only fees that may occur are for missed payments, if your instalments are unsuccessfully processed and, after being notified, you do not log into My Account to make your payment. 

Booking changes, fees and cancellations fees may also apply. For details please see our terms and check the cancellation policy specific to your holiday choice when booking.

Is Play Travel available in any other countries?

Not yet. We're only in Australia right now.

Is there a cost to paying with Planpay?

No. There are no fees charged if you stick to your payment plan and original booking details.

The only fees that may occur are for missed payments, if your instalments are unsuccessfully processed and, after being notified, you do not log into My Account to make your payment.

Booking changes, fees and cancellations fees may also apply. For details please see our terms and check the cancellation policy specific to your holiday choice when booking.

Does my Planpay account affect my Afterpay limit?

No. With Planpay, the instalments are weekly leading up to your travel date, so your holiday is paid before you depart.

How to Reach Us

Can I call and speak to a real person?

Yes.
We're Australian based, and available Monday to Friday 9 am to 5 pm, AEST on 1800 780 880 within Australia or +61 2 9133 2622 outside of Australia.
Outside of these hours, please leave us a message and we'll call you back.

What are your operating hours?

Monday to Friday, 9 am to 5 pm AEST, excluding public holidays.

How can I contact you?

• Live Chat
or
• Telephone 1800 780 880 within Australia or +61 2 9133 2622 outside of Australia
or
• Email [email protected]

Who do I contact when I'm travelling?

For assistance with your hotel, tour or flight arrangements whilst travelling, please contact the supplier directly. Please refer to your travel documents will contain contact numbers for each supplier.

For general help during business hours, please send us an email to [email protected] or call us on 1800 780 880 or +61 2 9133 2622.

I'm a hotel supplier / tour operator, who do I contact to work with Play?

Contact our Partnerships Team via email at [email protected]

Who do I contact for media / marketing enquiries?

Contact our Marketing team via email at [email protected]