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

    The Australian government have implemented a travel ban as of 18 March 2020. As more countries and states close their borders or introduce travel restrictions, overseas and domestic travel is becoming more complex and difficult.

    If you decide to return to Australia, you will now be required to self isolate for 14 days. This applies to all travellers, including Australian citizens.

    Is it safe to travel?

    As of 18 March, the Australia government has implemented international travel restrictions. As more countries close their borders or introduce travel restrictions, overseas travel is becoming more complex and difficult.

    We know that coronavirus (COVID-19) is causing uncertainty and the situation is changing daily. We're monitoring things closely and are in contact with health authorities and government agencies to ensure we are following all the latest advice.

    We would never send our customers on holidays unless it was safe to do so. We want to reassure our community; PLAY is in a good position to weather this storm. Last year, we launched PLAY as a trial with Afterpay and thanks to your support it has been a resounding success. With investment from AP Ventures, we are in a strong position to keep moving forward, with plans to expand our destinations and to improve our website.

    The partnership with AP Ventures is an important step in supporting the Australian travel industry as it weathers the impact of COVID-19 - providing long-term opportunities for our travel partners and consumers to book and pay for travel over a 12-month period.

    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 May 2020?

    We are encouraging customers departing between up to 31 May 2020 to consider re-scheduling your travel dates or placing your trip into credit to help avoid cancellation fees and charges.

    P&O Cruises

    P&O Cruises have suspended all departures up to and including 15 June 2020. For departures after this date, standard cancellation fees will apply for all departures from 16 June 2020 onwards until new announced are made by the cruise line.

    Royal Caribbean Cruises

    Royal Caribbean has suspended all cruises until 11 May. As a result of this change, Royal Caribbean are providing a 125% Future Cruise Credit to come back and sail, or a full refund.

    For those departing from 12 May until 1 September 2020, Royal Caribbean is offering the option to cancel your cruise up to 48 hours prior to departure in order to receive a 125% Future Cruise Credit. Refunds are not being offered.

    What if I have a booking for departure after 01 June 2020?

    For customers departing from 1 June 2020 onwards, we appreciate your patience whilst we assist travellers departing within the next 30-60 days. Most airlines have not released policy changes for departures beyond 31 May 2020, therefore, changes or cancellations are subject to regular cancellation fees.

    If/when the airline you are flying with releases policy changes, our customer care team will be in contact with you.

    AFTA Refunds Facts:

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

    Can I change my travel dates?

    By working with hotels, tour operators and airlines, we have been able re-schedule or provide credit for trips with travel dates departing up to 31 May 2020.

    So, we are encouraging customers departing up to 31 May 2020 to place your trip into credit to help avoid cancellation fees and charges.

    For customers departing from 1 June 2020 onwards, we appreciate your patience whilst we assist travellers departing within the next 30-60 days. Most airlines have not released policy changes for departures beyond 31 May 2020, therefore, changes or cancellations are subject to regular cancellation fees.

    If/when the airline you are flying with releasing policy changes, our customer care team will be in contact with you.

    P&O Cruises have suspended all departures up to and including 15 June 2020. For departures after this date, regular cancellation fees will apply for all departures from 16 June 2020 onwards.

    Can I change my travel destination?

    Each supplier has a different change and cancellation policy. Therefore each booking will need to be assessed on a case-by-case basis. Please contact us via email and we will do our best to accommodate your request where possible.

    What is the cancellation policy?

    We are doing everything in our power to work with suppliers to provide date changes and travel credit where possible however at this stage flexible terms are not being offered by the suppliers for departures from 1 June 2020 onwards. Many airlines and hotels are providing greater-than-usual flexibility around date changes for travel up to 31 May 2020.

    If you wish to cancel your booking, we recommend visiting your Account/Login page to view cancellation conditions (each trip has different cancellation conditions depending on the time prior to departure and supplier conditions.)

    For hotel, tour and flight packages with departures up to 31 May 2020 we are able to place the entire booking into credit to be used for a late date. We are encouraging customers to consider rescheduling your travel dates to help avoid cancellation fees and charges.

    For hotel, tour and flights packages with departures beyond 1 June 2020 we ask for your patience whilst we wait for the suppliers to extend their policies. If you choose to cancel your booking before suppliers release policy changes, your cancellation will be subject to regular cancellation fees as this is considered a change of mind.

    AFTA Refunds Facts:

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

    Return flights between your departure city and destination, accommodation and airport transfers are included in our layby packages. We do not layby flights separately.
    Balance on your layby plan is available in your travel account. Please log in to view updates.
    All cancellation requests must be made in writing to [email protected] See full details here. There will be no charge if you cancel your booking before payments have commenced.
    A change fee of $55 per change, per booking applies, plus 100% of any applicable supplier fees. All change requests must be made in writing to [email protected]
    We will communicate in advance every time a payment is approaching or due via, SMS and through your LayAway Travel Account. If an instalment payment declines, a $7 administration fee will apply to your next instalment, and your remaining instalments will be re-calculated to include the missed payment. The administration fee will be capped at $35, per booking and is a fee for recalculating instalments and rescheduling the payment plan. If you miss consecutive instalments, we will contact you to make sure everything is ok. If you miss more than five (5) instalments in total (doesn’t have to be consecutively), your account will be suspended and your holiday may be cancelled.
    A cruise layby includes accommodation, meals from selected dining facilities along with selected on-board activities and entertainment.
    Final balance on your cruise layby is due 3 months prior to cruise departure.
    All cancellation requests must be made in writing to [email protected] A fee of AUD150 per person applies for P&O bookings and a fee of AUD$200 per person applies for Royal Caribbean bookings, plus 100% of any deposits, booking fees and/or payments we have made on your behalf to third party suppliers. See full details here. Initial deposit payments are non-refundable.
    A change fee of $55 per change, per booking applies, plus 100% of any applicable supplier fees. All change requests must be made in writing to [email protected]
    We will communicate in advance every time a payment is approaching or due via, SMS and through your LayAway Travel Account. If an instalment payment declines, a $7 administration fee will apply to your next instalment, and your remaining instalments will be re-calculated to include the missed payment. The administration fee will be capped at $35, per booking and is a fee for recalculating instalments and rescheduling the payment plan. If you miss consecutive instalments, we will contact you to make sure everything is ok. If you miss more than five (5) instalments in total (doesn’t have to be consecutively), your account will be suspended and your holiday may be cancelled.
    Cabin types are available when you customise your layby. To request a specific cabin location, side by side or inter-connecting cabins please contact us and quote your booking reference number.
    To request adjacent or inter-connecting cabins please contact us and quote your booking reference number. Adjacent cabins can be confirmed at no additional cost, inter-connecting cabins are subject to availablity and price increase.
    Breakfast, lunch and dinner is included for all travellers at selected dining facilities.
    Embarkation and disembarkation is staggered. Embarkation time is selected during online check-in and disembarkation is organised during your cruise stay.
    All P&O, Carnival and Princess Cruises accept AUD$ on-board whilst Royal Caribbean and Celebrity Cruises only accept USD$ on-board.
    Amenities on-board vary between cruise vessels however all include a variety of dining facilities, bars, swimming pools, kids facilities, entertainment and relaxation areas. For more info please contact us.
    Most cruises depart from Sydney, Melbourne and Brisbane. Royal Caribbean Cruises depart from Sydney and operate Oct-Apr each year. P&O Cruises depart from Sydney, Brisbanem Melbourne and operate year round.
    To add connecting flights from your nearest airport please contact us and quote your booking reference number.
    Most cabins feature a queen bed or two single beds for twin share. Triple and quad share will include additional single bed/s.
    A valid passport is required upon check-in for all international cruises
    A valid government issued id is required upon check-in for all domestic cruises. A passport is not required.
    Can be purchased on-board and must be paid direct
    You can pre-book soft drink & alcoholic drink packages on selected P&O cruises on our website. For all other cruises, they can be purchased on-board and must be paid direct. You can also add Spending Money to your layby package to use towards a drink package or any other on-board extras. Please note, not all cruises have drinks packages available.
    Domestic Cruises - Children must be at least 6 months of age International Cruises - Children must be 12 months of age
    For public safety reasons, children in swim nappies and children who are not toilet trained are not permitted in the public swimming pools and spas. Infants aged between 12 months and 2 years must remain with a parent/guardian at all times, there is no babysitting aboard P&O Cruises and children must be at least 2 years and above to use the kids clubs. Some Royal Caribbean Cruises offer babysitting. Children must be at least 12 months of age to cruise internationally.
    Each cruise has at least one theme/party night. Contact us for more information.
    We use a secure gateway for payments. You can use Debit Success, Debit or Credit Cards, we accept Visa or Master Card. We do not accept Amex or Diners. We do not hold your personal payment details on our website.
    Use Top Up Payments to make a catch-up or a bulk payment to your layby plan via credit or debit card. You can make as many Top Up Payments as you wish during the course of your layby. A Top Up Payment will automatically recalculate and reduce your instalment amount. Top Up Payments will not change your scheduled instalment dates. To make a Top Up Payment log in to Your Account.
    If you are having trouble making payments please contact us. If an instalment payment declines, a $7 administration fee will apply to your next instalment, and your remaining instalments will be re-calculated to include the missed payment. The administration fee will be capped at $35, per booking and is a fee for recalculating instalments and rescheduling the payment plan. If you miss consecutive instalments, we will contact you to make sure everything is ok. If you miss more than five (5) instalments in total (doesn’t have to be consecutively), your account will be suspended and your holiday may be cancelled.
    Please arrive at the airport 2 hours prior to departure due to increased security measures.
    Please arrive at the airport 3 hours prior to departure.
    Please arrive at your terminal 3 hours prior to departure.
    We only use premium full service airlines such as Qantas, United, Hawaiian, Thai Airways, Virgin and Jetstar for example. If you have a preferred airline please contact us with your request.
    Baggage allowance is included in your holiday package of up to 20kgs per adult or child occupying a paid seat. Infants will only include 1 piece of hand luggage. Details will be provided with your final travel documentation.
    Meals are included on all International flights but only some domestic flights. Details will be provided with your final travel documentation. For special requests, please contact us prior to departure.
    All of our packages include Economy Airfares. To upgrade or reserve a particular seat please contact us and quote your booking reference number. Additional charges may apply.
    Upgrades using Frequent Flyer points is not possible on our website. You may be able to upgrade with the airline once your booking is confirmed. Please contact us and quote your booking reference number.
    We attempt to book direct flights only, however this can vary depending on flight availability and departure times. Please check your itinerary.
    Free WIFI areas can be found at most hotels. Additional charges may apply.
    Room types are available when you customise your layby. To request inter-connecting rooms please contact us and quote your booking reference number.
    Breakfast is included when specified in your booking.
    Extra bedding or cots can be requested. Please contact us and quote your booking reference number.
    Most hotels detail their amenities on their website, these can include gym, spa, restaurants, pools and bar areas.
    Check-in/check-out times vary at each hotel. To check times or request an early check-in or late check-out please contact us and quote your booking reference number.
    Mandatory resort fees may apply and must be paid directly to the hotel upon check-in. If applicable these will be indicated at time of booking.
    A security deposit is required upon check in to cover incidentals during your stay.
    Car hire can be arranged as part of your layby package at an additional cost. Please contact us and quote your booking reference number.
    Transfers to and from the airport to your hotel are included in your layby package. Transfers do not include pick up from your home to the airport. If you require further transfers, please contact us and quote your booking reference number.
    Add Spending Money to your layby to use whilst on your holiday. Spending Money will be transferred to your bank account before you depart.
    Final itineraries include details of your trip, travel documentation and e-tickets. You will receive this via email and/or post at least 4 weeks prior to departure.
    If you need to make any changes please contact us as soon as possible and quote your booking reference number.
    Use Top Up Payments to make a catch-up or a bulk payment to your layby plan via credit or debit card. You can make as many Top Up Payments as you wish during the course of your layby. A Top Up Payment will automatically recalculate and reduce your instalment amount. Top Up Payments will not change your scheduled instalment dates. To make a Top Up Payment log in to Your Account.
    You can access your travel account at any time to check on your layby payment plan & review your itinerary.
    Please add your passport details to My Account so we can ensure travellers names match those provided during the booking process.
    When uploading your scanned passport, please ensure file size is no more than 1MB and the file type is a .jpg
    We recommend insurance to help protect your holiday against any unforeseen emergencies during your layby and for the duration of your holiday. LayAway Travel offers their customers a 15% discount on your travel insurance needs. Please use the link provided to enjoy this discount and ensure you are covered. Sure Save Travel Insurance
    Sign up to the PLAY travel newsletter to receive special offers or create your PLAY Travel Account now.
    Follow PLAY Travel on Instagram or Facebook for our latest destinations and deals.
    You can email us with your inquiry and we’ll get back to you within 48 hours, or call LayAway Travel on 1300 266 286
    Some International destinations, like the USA, require travel visas for entry. LayAway Travel does not organise this for you, however we are here to give you advise. Check here for visa requirements to your destination(s) http://visalink.com.au/visa-quick-check
    Your passport must be valid for at least six months prior to your date of travel. To renew or apply for a passport click here
    - Check the expiry date on your passport and ensure it has at least 6 months validity on it.
    - Check Visa Requirements for travelling overseas.
    - Get the right Travel Insurance cover for holiday peace of mind. Book now & receive a 15% discount!
    - For the latest travel advice & warnings visit Department of Foreign Affairs.
    - Travel Documents
    - Passport for International Travel
    - Photo ID for Domestic Travel
    - Cash, Credit Card and/or Travel Card
    - Padlock(s)for luggage
    - Chargers & adaptors for phone or camera
    - Any necessary medication
    - Toiletries (for carry on less than 100ml)

    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