FAQ's

You have questions, we have answers.

What does this mean?

LayAway has merged with PLAY Travel as part of an exciting new partnership with Afterpay. Your bookings and customer care team will remain the same, simply the brand has changed from LayAway to PLAY Travel. We are preparing a range of exciting new travel experiences. Check our our current travel packages: http//:www.playtravel.com.au.

How do I access my LayAway Travel Booking?

If you have a current LayAway Travel booking you can still access it via My Account

Can I make a new booking on LayAway Travel?

You will not be able to make a new booking on LayAway Travel website from 01 May'20. To make a new booking please go to PLAY Travel.

How can I amend my current LayAway Travel booking?

You can amend your LayAway Travel booking by contacting the customer care team at [email protected]

Who do I contact about my current LayAway Travel booking?

Please contact us at [email protected] or call 1300 266 286.

What is the difference between LayAway Travel & Play Travel?

1. PLAY offer tours, as well as cruises and hotel packages at great value (we are busy sourcing a range of product for when we can all travel again)

2. PLAY are building an exciting new website to launch later this year with an expanded product range.

    3. Booking & Payment differences include:
  • The first instalment is due at time of booking
  • Final balance is due 1 month prior to departure (excluding cruises and some tours)
  • Payments can be made by Debit or Credit card only
  • Update credit/debit card payment details via My Account section on PLAY website
  • Book for travel up to 12-15 months in advance
  • Travel Alert Covid-19

    From 18 March, the Australia government implemented international and domestic travel restrictions.

    Domestic travel restrcitions are starting to ease as borders slowley reopen. For the latest information, please see Tourism Australia's travel tips: https://www.australia.com/en/travel-alerts/australian-travel-status-map.html

    We will continue to monitor the situation closely and provide updates.

    Is it safe to travel?

    From 18 March, the Australia government implemented international and domestic travel restrictions.

    Domestic travel restrictions are starting to ease as borders slowly reopen. For the latest information, please see Tourism Australia's travel tips: https://www.australia.com/en/travel-alerts/australian-travel-status-map.html

    We will continue to monitor the situation closely and provide updates.

    When you are ready to travel, or for those looking to book future travel, we are here to help you and at the same time we're committed to supporting the recovery of the tourism industry.

    What if I have a booking for departure before 31 December 2020?

    We are monitoring industry updates up to 31 December 2020, and beyond where, suppliers have released COVID-19 change policies.

    We will be in contact with you if your travel arrangements have been effected. If you are travelling during this period and have questions, please feel free to email our team at [email protected]

    What if I have a booking for departure after 01 January 2021?

    For customers departing from 1 January 2021 onwards, we appreciate your patience. Our team are monitoring airline policy changes on a daily basis and will continue to advise you when new information becomes available.

    If you are departing from 1 January 2021 and have enquiries in regards to your booking, please feel free to email our team at [email protected]

    AFTA Refunds Facts:

    The Australian Federation of Travel Agents has released some important information for consumers: AFTA Refunds Facts

    Virgin Australia has ended its voluntary administration period and are now operating under new owners, Bain Capital.

    Our team are in the process of contacting all travellers with tickets booked before 20 April 2020.

    A future flight credit is now available for all travellers ticketed before 20 April 2020 for travel 1 January 2020 to 31 October 2020. For detailed information, please contact our team or Click here

    Still Need Help?


    You can email us with your enquiry and we’ll get back to you within 48 hours, or call LayAway Travel on 1300 266 286