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.
- 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 Assist
Inclusion
Customers selecting Premium Support receive access to priority assistance during Mix & Match normal business hours.
Conditions
- Priority assistance is available only during Mix & Match normal business hours.
- Access is provided through the dedicated priority support link included within travel documentation.
- Priority assistance provides expedited response handling but does not guarantee resolution time.
Price Assurance
Inclusion
If the same flights are advertised cheaper on Mix & Match after booking confirmation, eligible customers may receive the difference back in Mix & Match credit vouchers.
Conditions
The lower fare must be advertised on Mix & Match and match the exact:
- airline
- flight numbers
- travel dates
- passenger numbers
- booking class
- route
Claims must be submitted using the dedicated Price Assurance form and include:
- screenshot of the lower fare
- date of advertisement
- applicable booking conditions
Approved claims will receive Mix & Match credit vouchers equal to the fare difference, up to a maximum of $50 per person.
Vouchers are:
- non-transferable
- valid for 12 months from date of issue
- redeemable on future bookings only
Limited to one approved claim per booking.
Family Bonus
Inclusion
When Premium Support is purchased, all included support benefits are extended to eligible children on the same booking at no additional cost.
Conditions
- Applies to children aged 2–12 years at the time of travel.
- Children must be booked on the same reservation as the adult customer purchasing Premium Support.
General Conditions
- 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 are subject to availability and may not apply to all airlines, fares, or booking types.
- Support products are not available for group bookings or corporate travel accounts unless otherwise specified.
- Mix & Match reserves the right to amend, update, or withdraw these support products and associated terms at any time without prior notice.
- By purchasing a Mix & Match support product, customers agree to these Terms & Conditions.