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ALERT: COVID-19 / Coronavirus update September 3, 2020

COVID-19 Testing & PPE Policy
Different regions, countries, and airlines are adopting policies regarding PPE and testing upon entry. Please be sure to check the latest policy for any country you will visit or transit to ensure you have the correct tests and paperwork before travel. You can check your airline's website, as well as the International Airline Transport Association's global list.

Airline changes and cancelations
If you have been notified that your flight has a change, you may want to first check your airline's website to see their specific policies, and then call us for more information about your specific flight. If your flight is more than 2 weeks away, you may prefer to email in order to avoid phone waits.

Refund eligibility
If the airline cancelled your flight, they may be offering refunds. Please email us with your full name, StudentUniverse reservation code and a brief explanation of the situation and allow us 2-3 weeks to get back to you due to the volume of requests. Please note, your ticket may still be subject to StudentUniverse cancellation fees as per the penalties listed under the rules of your ticket.

Refund status
Airline systems are currently extremely backlogged. If you're eligible for a refund, it can take 4-6 weeks or longer for the airline to approve and an additional several weeks to issue. We will send periodic updates by email, but we ask you to please be patient.

To change or cancel your upcoming flight
Please read the FAQs, then contact us. StudentUniverse is bound to each airline's policy. You can check your airline's policy first on their website so you have an idea of what you might be eligible for.

Other COVID-19 questions
For more info about the coronavirus and how it has affected, or may affect, your travel plans, please see our Coronavirus hub page, which includes an FAQ page.


Answers to many common questions are available on our FAQ page. If you haven't received your flight confirmation, check your bulk/spam folders.


1 800 270 725 (Toll-free within Australia)

+1 617 321 3153 (International)*

Chinese agents

400 652 5060 (6AM-6PM GMT+8, toll-free within mainland China)

+1 617 321 3159 (8AM-8PM GMT+10, from other locations)

* INTERNATIONAL CALLERS: Please note: the international dialing prefix (instead of the "+") may vary in different countries. Most use "00" but a few are different (e.g., the US uses "011").          If calling from an Australia landline, dial 0011-1-617-321-3159.

Or try this helpful International Dialing reference.

 Contact form / email (non-urgent issues):

Fill out our Contact form. We will prioritize flights in the next 24-48hrs. Please include your departure date in the subject line.

 Social (non-urgent issues):

Private message / DM: Facebook or Twitter.

WeChat Service Account: StudentUniverse服务号 (ID: SU_service, Chinese agents).


If you have questions about an existing reservation booked through our site, please contact the phone/e-mail on your confirmation. If you are overseas, please refer to the confirmation you received for a list of the customer service number for your country, and the direct number for your hostel.

StudentUniverse does not have access to your hotel/hostel booking. If for any reason you do not receive a timely response from the contacts on your confirmation, please e-mail us your confirmation number and any relevant information, and we will assist you to the best of our abilities.


 Corporate address: Flight Centre Travel Group Limited dba StudentUniverse 275 Grey Street South Brisbane, QLD, 4104 Australia


If you're a reporter looking for stats and facts, survey data, or expert commentary, please email our Public Relations team for more information. Please note: this email is not monitored for customer service queries.