Effective Date: 13 August 2024
Benefit Details & Conditions
Starter Support
Standard Assistance
Included with every booking.
- Customers receive access to Mix & Match customer support during normal business hours.
Free eSim
Included with all eligible bookings departing New Zealand - not available for domestic New Zealand travel, Cook Islands, French Polynesia, Vanuatu or Niue
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Free 1GB eSim per booking with Hubby eSim. Valid for 48 hours from the moment of activation within your destination.
A unique code will be sent to you by email 7 days before departure. If you are travelling within 7 days of booking you will receive the email before departure. * Note you must be signed up to receive Marketing emails from Mix & Match in order to receive your unique eSim code.
For more information click here
Saver Support
Includes all benefits of Starter support plus the following:
Change Fee Waiver
Mix & Match will waive its standard flight change service fee for the first change of up to $100 per person if you need to change the departure date or time of your booking.
Conditions
- Applies only to Mix & Match service fees and to the first change only. Fees will need to be paid on any subsequent changes.
- Airline or supplier fees and fare differences still apply and are the responsibility of the customer.
- Not applicable for Jetstar bookings.
- The booking must remain on the same airline and route.
- Changes must be processed through Mix & Match at least 24 hours before departure.
- Airline fare rules still apply.
- Valid for one change only
Cancellation Fee Waiver
Mix & Match will waive its standard cancellation service fee of:
- $60 per person for domestic bookings
- $100 per person for international bookings
Conditions
- Applies only to Mix & Match service fees and for the first cancellation only. Fees will apply to any subsequent flight or booking cancellations.
- Airline or supplier fees still apply and are the responsibility of the customer.
- Not applicable for Jetstar bookings.
- If the airline ticket is non-refundable, airline fare rules will always apply.
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Cancellations must be processed through Mix & Match at least 24 hours before departure.
Premium Support
Premium Support includes all Saver Support benefits, plus the following:
Priority Assistance
Receive priority customer support during normal business hours.
Conditions
- Available via the dedicated priority support form link provided in your travel documents.
- Priority assistance provides faster response times but does not guarantee resolution times.
- Available only during normal business hours.
Price Assurance
If your booked flights are later advertised at a lower price on Mix & Match after you book, you may claim the difference back in Mix & Match credit vouchers.
Conditions
The lower fare must be displayed on Mix & Match and match:
- same airline
- same travel dates
- same flight numbers
- same booking class
- same passenger numbers
Claims must be submitted using the dedicated Price Assurance form and include:
- screenshot of the lower fare
- date displayed
- applicable booking conditions (travel dates, booking class, etc.)
Approved claims will receive credit vouchers via email equal to the fare difference, up to $50 per adult/child.
Vouchers:
- are non-transferable
- valid for 12 months from issue date
- must be used for future travel only
Only one claim permitted per booking.
Family Bonus
When Premium Support is selected, all Premium Support benefits are extended to bookings on Child Fares at no additional cost.
Conditions
- Applies only to children aged 2–12 years at the time of travel.
- Children must be booked on the same itinerary as the adult purchasing the Premium Support.
General Conditions for all Support Options
- Mix & Match reserves the right to change or amend these support options and terms at any time without prior notice.
- All support benefits apply only to Mix & Match service fees unless otherwise stated.
- Airline and supplier terms and conditions always apply and may restrict refunds, cancellations, or changes.
- Benefits and fee waivers are subject to availability and may not apply to all bookings or airlines.
- Support products are not available for group bookings or corporate travel accounts.
- By purchasing a Mix & Match support option, you agree to these terms and conditions.