Please read the following “Booking Terms and Conditions” carefully, as they contain important information about your legal rights, remedies, and obligations. You must not make any booking unless you understand and agree with the following Booking Terms and Conditions. References to “Travel Associates”, “us”, “we” and/or “our” in these Booking Terms and Conditions shall mean Flight Centre Travel Group Limited. References to “you” and “your” in these Booking Terms and Conditions shall mean the customer.
By making any booking, you agree to comply with and be bound by these Booking Terms and Conditions. These Booking Terms and Conditions apply to any bookings you make with our advisors (in-store, over the phone or by email) as well as online bookings you make on our website.
Note that these Booking Terms and Conditions do not apply to any bookings you make with “Travel Associates at Home” independent contractors, or any Travel Associates franchised stores, as these are each independent businesses (not owned by Flight Centre Travel Group Limited), and they will have their own booking terms and conditions that will apply to any bookings you make with them.
We will rely on the authority of the person making the booking to act on behalf of any other traveller on the booking (regardless of whether other travellers have made separate payments) and that person will bind all such travellers to these Booking Terms and Conditions.
1. Passports & Visas
All travellers must have a valid passport for international travel and many countries require at least 6 months validity from the date of return and some countries require a machine-readable passport. For international travel bookings, you must let us know if you have less than 6 months' validity on your passport or if you do not have a machine-readable passport. When assisting with an international travel booking, we will assume that all travellers on the booking have a valid Australian passport which is valid for the relevant destination and transit point. If this is not the case, you must let us know. It is important that you ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Any fines, penalties, payments, or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility (except to the extent caused by fault on our part). If you need information regarding visas, passports, and other travel document requirements for your trip, please let your advisor know or, for online bookings, contact us on 13 70 71. We can provide you with general information only on visa and passport requirements that apply to international travel bookings you make with us. Our advisors can also obtain more specific information from an external visa advisory service provider on your behalf (if you wish, we can assist you to obtain visas through this external service and fees will apply). For online bookings, you can contact an external visa provider such as Visa Central (http://au.visacentral.com/109501) directly. We do not warrant the accuracy or suitability of information provided by any external service provider and accept no liability for any loss or damage which you may suffer in reliance on it (except to the extent caused by fault on our part).
If you are travelling to or transiting through the United States
Please see https://esta.cbp.dhs.gov for important information regarding compulsory pre-registration for their visa waiver program (“ESTA”). Australian passport holders will not be able to enter the United States without a valid ESTA (or visa). Please note, you may not meet the eligibility requirements of ESTA and may be required to obtain a visa. Note that if you have travelled to Iran, Iraq, Syria, Sudan, Yemen, Libya, Somalia, Cuba, or Democratic People's Republic of Korea (North Korea), then you will likely not be eligible for the United States visa waiver program (ESTA) and will have to apply for a US visa (which requires an interview appointment and can take several months). Also note that nationals of ESTA countries who are also nationals of Iran, Iraq, Syria, Sudan, or Democratic People's Republic of Korea (North Korea) will also be unable to travel under the visa waiver program and will also have to apply for a US visa.
If you are travelling to or transiting through Canada
Please see http://www.cic.gc.ca/english/visit/eta.asp for important information regarding compulsory electronic travel authorization for visa-exempt foreign nationals (“ETA”). Australian passport holders are not able to enter Canada without a valid ETA (or visa or permit). Please note, you may not meet the eligibility requirements of ETA and may be required to obtain a visa or permit.
We urge you to apply for an ESTA or ETA prior to making a booking if you have any concerns about whether or not you might be eligible for an ESTA or ETA.
2. Travel Documents
Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a travel service provider. Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable, and/or subject to cancellation and/or other change fees. Travel documents cannot be transferred to another person to use. All airline tickets must be issued in the name of the passport/photo identity holder. Your name on your passport, visa and other travel documents must all be identical. An incorrect name on a booking may result in an inability to use that booking, the booking being cancelled, and the application of additional change and/or cancellation fees. Please review your travel documentation carefully and advise us immediately of any errors in names, dates, or timings. If you have booked with a consultant, it is your responsibility to collect all travel documents from us prior to travel. As a general rule your travel documents will be available for collection 2 weeks prior to your departure date, however this will depend on your individual arrangements. Please contact your advisor to confirm when your travel documents will be ready for collection. If you have booked online, you should retain your electronic record or you should print out and retain your travel documents as provided to you by our website (or in a follow up email we send you). Please ensure you retain the most up-to-date version.
Please ensure you read your travel documents carefully for details on baggage allowances as these can vary from airline to airline and country to country. Excess baggage (if your airline allows it) can be expensive and is your responsibility. We will not be liable for any expenses, fees, penalties, costs, liabilities, damages, or losses associated with baggage allowances and excess baggage.
3. Travel Insurance
We strongly recommend that you take out appropriate travel insurance to cover your travel arrangements. Your insurance protection should at least include cover for cancellation, medical and repatriation expenses, personal injury and accident, death and loss of personal baggage and money and personal liability insurance. Evidence of such insurances should be produced to Travel Associates on request. Insurance cover offered by credit card companies or reciprocal medical cover agreements are often not comprehensive. Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel. Your travel advisor can provide general information to you about travel insurance. For details of the services that travel insurers provide, including a quote, please refer to the travel insurer’s Financial Services Guide (“FSG”) / Product Disclosure Statement (“PDS”).
We are an authorised representative of Cover-More Insurance Services Pty Ltd (ABN 95 003 114 145) ("Cover-More”) and receive financial and non-financial benefits when you buy Cover-More travel insurance products through us. We and Cover-More are authorised to provide you with general advice about, and arrange, travel insurance products on behalf of the insurer, Zurich Australian Insurance Limited (ABN 13 000 296 640, AFSL 232507).
Please contact your consultant, visit https://www.travelassociates.com/travel-extras/travel-insurance or call 13 70 71 to take out travel insurance through us or if you have any questions about Cover-More's travel insurance products. If you make a travel booking through us and decline travel insurance, you may be required to sign a disclaimer.
4. Pre-paid Currency Card:
If you purchase a travel insurance product from us, you acknowledge that you may be sent a card setting out emergency insurance contact details, which also has the capability to operate as a pre-paid currency card. By agreeing to these Booking Terms and Conditions, you request that we send you this card (if available) and acknowledge its pre-paid currency capability. You do not need to apply for or activate the pre-paid currency function.
5. Travel Advice including COVID-19 (Coronavirus) guidance:
Government, airline and travel service provider COVID-19 travel requirements are subject to change without notice.
Before booking, regularly after booking, and immediately before you travel, ensure you check the latest Australian Federal Government’s travel requirements and our advice outlined below. Visit the Australian Department of Home Affairs website https://www.homeaffairs.gov.au/portfolio-functions/travel-and-crossing-t... for more information. As international travel resumes, Australia and all other countries may implement measures which continuously change, including additional health and safety protocols in response to COVID-19 and new variants which may impact your travel.
We recommend that you contact the Department of Foreign Affairs and Trade (“DFAT”) or visit their website at www.smartraveller.gov.au for general travel advice, as well as specific advice (including safety alert levels) relating to the destination/s you wish to visit or transit through. You can also register your travel plans with DFAT, so that you may be more easily contacted in an emergency.
We strongly recommend that you regularly familiarise yourself with:
- the current status and updates to Australia's immigration and border arrangements during the COVID-19 outbreak, available at https://www.homeaffairs.gov.au/portfolio-functions/travel-and-crossing-t... and
- relevant airline requirements and government policies around passenger safety and border control, including any requirements for mandatory health declarations, use of face masks, entry permits, pre-approvals and the need to produce valid evidence meeting airline and border control requirements in relation to a negative COVID-19 test result and/or COVID-19 vaccination status for both transit and final destination passengers, unless you have valid evidence of an exemption. This information is subject to change without notice to you, and any such changes may require you to make applications, provide a vaccination exemption, and/or other amendments to your booking and/or travel plans, and which may involve waiting periods, so we recommend you update yourself in relation to the relevant airline and government policies for your transit and final destination at each of (i) the time of booking, (ii) regularly after booking and as you approach your travel date, and (iii) immediately prior to departure. If you do not meet the correct travel requirements (including for mandatory health declarations, use of face masks, entry permits, pre-approvals and valid evidence in relation to a negative COVID 19 test result and/or COVID-19 vaccine status, unless you have valid evidence of an exemption) you will not be able to board the flight and you may be denied entry to or required to undertake quarantine (possibly at your expense) in your transit and/or final destination.
- You acknowledge that you are choosing to travel at a time where you may be exposed to COVID-19. It is your own responsibility to acquaint yourself with all relevant travel information, including applicable health risks. You acknowledge that your decision to travel is made based on your own consideration of this information, and you acknowledge and agree that you are aware of, and assume responsibility for, the risks associated with traveling at this time. To the fullest extent permitted by law, we accept no liability in relation to these additional risks.
You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel booking and ensure that you carry all necessary vaccination documentation. In some cases, failure to present required vaccination documentation (e.g. proof of COVID-19 and/or Yellow Fever vaccination) may deny you entry into a country. We recommend that you consult with your local doctor, travel medical service or specialist vaccination clinic before commencing your travel. General health advice for the destination you wish to visit is also available from DFAT (see www.smartraveller.gov.au). Please also see section 5 above regarding the COVID-19 outbreak and the related health and travel risks.
Whether any medical requests can be accommodated, including (without limitation) access to power, refrigeration and travelling with the use of mobility aids, is subject to the travel service provider in their sole and absolute discretion, and will often depend on several factors, including (without limitation) any modes of transport and local standards at the destination. All medical requests are beyond our control. While we will include all medical requests as a file note to the travel service provider, we cannot guarantee that your request will be accommodated. It is your responsibility to follow up with the travel service provider directly either at the destination or prior to travelling where possible.
All prices are subject to availability and can be withdrawn or varied without notice. Prices are only guaranteed once your booking has been paid for in full. Please note that prices quoted are subject to change. Price changes may occur by reason of matters outside our control which increase the cost of the product and/or service. Such factors include, but are not limited to, adverse currency fluctuations, fuel surcharges, taxes and airfare increases. Some product and/or service prices are ‘Instant Purchase’ due to the dynamic pricing of products and/or services and constantly changing availability, and so can only be secured if paid for in full immediately when quoted (and even once paid for by you in full, a product and/or service price may not be able to be secured for you, because the price (e.g. an airfare or a room-rate) may become unavailable in the short time period between your payment being processed by us and our booking systems being able to make the booking for you due to availability or changes in the travel service provider’s booking and yield management systems). If this occurs, we will notify you immediately and provide you with reasonable alternatives or a refund as soon as possible. Please contact your advisor for our most up-to-date prices. We do not represent or warrant that our prices or any sale airfares are identical to or cheaper than any prices or sale airfares that might be available direct from the airline, or that our in-store prices and sale airfares are identical to or cheaper than our online prices or sale airfares.
8. Financial Arrangements
We receive remuneration through commissions, financial incentives, fees or payments, rebates, other means including transaction processing fees, merchant service fees or other payments or credits of a similar nature and other means (together, “financial arrangements”) from third party travel service providers, card issuers, credit providers, payment service providers and/or other suppliers/partners for booking travel and travel-related products and/or services on your behalf and/or for providing other products and/or services (including any credit) to you. We are entitled to retain, and we are not required to account to you, for any such fees, payments or credits we may receive. We are not required by law to disclose the nature or value of these financial arrangements.
9. Deposit and Final Payment (Not applicable to online bookings, which must be paid in full at the time of booking):
You will be required to pay a deposit or deposits when booking. Your advisor will advise you of how much that will be. Subject to your rights under the Australian Consumer Law, all deposits are non-refundable for changes of mind or cancellations by you, or if the travel service provider’s terms and conditions provide that your deposit is non-refundable. If your deposit is refundable, this is subject to Travel Associates having received the funds from the travel service provider and/or being authorised by the travel service provider to refund your deposit. A deposit will generally secure your booking/seat, however prices quoted may change before you make the final payment for the reasons outlined in section 7 above. Final payment is required no later than 6 weeks prior to departure unless otherwise stated. Some products and/or services must be paid in full at the time of booking.
10. Our Purple Ribbon Service Fees
Travel Associates offers a 7-star client service experience, which we call our Purple Ribbon Client Experience. As your personal travel concierge, we research, design, book & manage every little detail from start to finish, leaving no stone unturned, to ensure your entire trip is seamless. We are with you every step of the way.
The Purple Ribbon Concierge service is an end-to-end experience which attracts a Concierge fee. In addition, we offer one-off Purple Ribbon Services for individual booking and management of hotels, airfares, rail, and cruise cabin bookings. We call these services our Purple Ribbon Services.
Our Purple Ribbon Service fees reflect our expertise, personal service, and the time we take to make each individual booking, including any changes which may occur due to unforeseen circumstances. Our Purple Ribbon Service fees are non-refundable in the event of cancellations by you, us or the travel service provider. These fees are detailed below.
Advertised prices are for products booked with Travel Associates retail advisors within Australia. Pricing may vary if you are booking with a Travel Associates at Home independent travel advisor or Travel Associates franchise office as they operate as independent businesses and determine their own pricing and service fees.
11. Our Change and Cancellation Fees
Subject to your refund and remedy rights under the Australian Consumer Law, the following change or cancellation fees will apply to your booking (including online bookings and bookings made with a consultant), as set out in sections 11 to 15 below:
- Changes to Domestic/Trans-Tasman bookings will incur a fee of $30 per booking in addition to any travel service provider fees.
- Changes to International bookings (excluding Trans-Tasman bookings) will incur a fee of $75 per booking in addition to any travel service provider fees.
- Cancellations of Domestic/Trans-Tasman bookings will incur a fee of $50 per person (capped at $100 per booking) in addition to any travel service provider fees.
- Cancellations of International bookings (excluding Trans-Tasman bookings) will incur a fee of $300 per person (capped at $600 per booking) in addition to any travel service provider fees.
These change and cancellation fees reflect the reasonable, direct and indirect costs, time and effort incurred or involved in us providing booking and advisory services to you, as well as processing and managing the changes to, or cancellation of, your booking.
If you wish to change or cancel a booking that has been booked online and paid for using PayPal, you must contact our Online Customer Service Team on 13 70 71. Any fees for such change or cancellation must be made via credit card and will attract the applicable credit card surcharge.
All bookings are made on your behalf subject to the terms and conditions imposed by the travel service provider. If, for example, a travel service provider’s terms and conditions contain a “no refund policy”, we will only be able to provide you with the remedy provided by the travel service provider (if any), which may include a travel credit supplied by the travel service provider.
12. Travel service provider Change and Cancellation Fees
In addition to Travel Associates non-refundable and unrecoverable Purple Ribbon Service fees, and Change and Cancellation fees, changed or cancelled bookings for any reason (including by reason of matters outside your or our control) may also incur travel service provider fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Travel service provider fees may also apply where a booking is changed for any reason and when tickets or documents are re-issued. Where we incur any liability for a travel service provider change or cancellation fee for any booking which is changed or cancelled for any reason, you agree to indemnify us for the amount of that fee. Where you seek a refund for a changed or cancelled booking for which payment has been made to the travel service provider, we will not provide a refund to you until we receive the funds from that travel service provider (which may take 12 weeks, or longer, dependent upon the travel service provider’s processing time). In the event we are still holding the funds, we can only provide you with a refund once we are authorised by the travel service provider to process your refund, subject to that travel service provider’s change or cancellation policy.
13. Change or Cancellation by You
If you change any aspect of your booking, we will do our best to accommodate your request, but it may not always be possible. All changes will be subject to any applicable travel service provider fees and Travel Associates Purple Ribbon Service fees and change fees set out above, and you will be responsible for any increase in pricing that may occur as a result of your change request.
If you cancel any aspect of your booking, you will forfeit your deposit and any Purple Ribbon Service fees and you will be required to pay any applicable travel service provider fees and Travel Associates cancellation fees set out above, and we will provide you with a refund for the remaining funds (if any). Alternatively, Travel Associates or the travel service provider may offer you a travel credit for the full amount paid by you without applying any applicable travel service provider fees or Travel Associates cancellation fees. If your deposit or booking is refundable, this is subject to Travel Associates having received the funds from the travel service provider and/or being authorised by the travel service provider to refund your deposit or booking funds.
For instant purchase or non-refundable bookings, if you cancel any aspect of your booking, you will not be entitled to a refund, travel credit or other remedy from the travel service provider and/or Travel Associates.
Travel Associates travel credits are subject to the Travel Associates travel credit terms and conditions (please see section 33 below).
14. Change or Cancellation by a travel service provider
The following terms apply to a cancellation by a travel service provider, except in the event of unavoidable or extraordinary circumstances (which are dealt with in sections 14 and 15 below).
To the extent permitted by applicable law, if your booking is cancelled by a travel service provider, the travel service provider will generally offer you in the first instance alternative travel arrangements of comparable standard if available (and will refund any price difference if the alternative is of a lower value), or a travel credit for the full amount paid by you. Alternatively, subject to the travel service provider’s change or cancellation policy, the travel service provider may offer you a refund of all money paid by you in respect of the booking, from which the travel service provider and/or Travel Associates will deduct any unrecoverable costs including its Purple Ribbon Service fees, and any applicable travel service provider fees and Travel Associates cancellation fees set out above.
“Unrecoverable costs” means all reasonable, direct and indirect costs we have incurred in relation to your booking, and includes amounts paid by Travel Associates to other relevant travel service providers who are responsible for components of your booking and which may be non-refundable. For example, costs paid to overseas in-destination tour or transfer operators.
For instant purchase or non-refundable bookings, if your booking is cancelled by a travel service provider, subject to the travel service provider’s change or cancellation policy, you may not be entitled to a refund, travel credit or other remedy from the travel service provider and/or Travel Associates.
15. Unavoidable or Extraordinary Circumstances
In the event of unavoidable or extraordinary circumstances, a travel service provider may materially modify or cancel your booking as set out below.
In these Booking Terms and Conditions “unavoidable or extraordinary circumstances” means any cause outside a travel service provider’s reasonable control which could not have been prevented or avoided even if all reasonable measures had been taken by the travel service provider (including, but not limited to, war, threat of war, riot, civil disturbances, industrial dispute, terrorist activity and its consequences, plague, epidemic, pandemic, infectious disease outbreak or any other public health crisis (including quarantine or other employee restrictions), natural or other disaster (such as volcanic ash or hurricanes or similar events), nuclear incident, fire or bushfires, adverse weather conditions (actual or threatened, including snow and fog), closed or congested airports or ports or other modes of transport, unavoidable technical problems with transport, unforeseen alterations to transport schedules, transportation disruptions or cancellations, domestic and/or international travel restrictions, changes to travel advisories and restrictions, changes to health advisories and quarantines, changes to immigration, labour and free-movement laws resulting from BREXIT, rescheduling of aircraft or boats or other modes of transport, changes to applicable laws and/or other government mandates (including evacuation orders and border closures), and similar events).
A material modification is one that has a serious impact on your booking and would cause substantial inconvenience to you (including a change of departure date, departure point or airport, or change of departure time of more than 12 hours).
16. Cancellation due to Unavoidable or Extraordinary Circumstances
If your booking is cancelled due to unavoidable or extraordinary circumstances, either the travel service provider will offer you a travel credit or Travel Associates may, subject to Travel Associates hardship policy, offer you a Travel Associates travel credit for the full amount paid by you.
Travel Associates travel credits are subject to the Travel Associates travel credit terms and conditions (please see section 33 below).
17. Payments by Credit Card, Debit Card and Cash:
Credit card surcharges of 0.80% for Visa, 0.50% for MasterCard, 0.80% for American Express, and 2.5% for Diner’s Club will apply when paying by credit card.
Debit card surcharges of 0.39% for debit card Visa and 0.27% for debit card MasterCard will apply when paying by debit card.
You authorise us to charge all fees incurred by you in relation to the products and/or services provided by us to the credit card or debit card designated by you. If payment is not received from the card issuer or its agents for any reason, you agree to pay us all amounts due immediately on demand.
If you choose to save your credit card details with us, they will be securely stored and may be used for your future transactions with us (including transactions agreed over the phone or by email). You can choose to remove your saved credit card details at any time.
18. Payments via PayPal
A 1% surcharge will apply when paying by PayPal.
19. Payments via Poli (Online bookings only
Payments by Poli will not incur any additional fees.
20. Payments by BPAY (Not applicable to online bookings)
Please note that BPAY payments take up to 3 business days to process. If you are paying by this method you will need to make the payment at least 3 business days prior to the actual due date. You must notify your consultant of your payment once it has been made.
21. Payments by Cheque (Not applicable to online bookings):
Please note that cheque payments (excluding bank cheques) require about 5 business days to process. If you are paying by this method you will need to make the payment at least 5 business days prior to the actual due date. You agree not to stop payment of the cheque even when your booking is cancelled for any reason (including by reason of matters outside your or our control). You agree that we may apply the proceeds of the cheque to satisfy any liability you have to us, including any liability in respect of cancellation fees, before refunding the balance to you.
22. Amex Pay with Points (Available for payments made via our online channels including Electronic Customer Acceptance (‘ECA’))
How to Redeem:
1) Complete the check-out process with your American Express® Card.
2) When the SafeKey screen appears, select the option to ‘Use Points’.
3) Confirm the amount and click ‘Use Points’.
4) The amount you confirmed will appear as a credit on your statement within 72 hours.
Terms and Conditions - Use Points for Credit with American Express SafeKey® apply as follows: If you choose American Express for payment for e-commerce transactions, you may be required to enter a One Time Password on a secure page for fraud authentication to complete the online purchase. This is part of the American Express SafeKey® security feature enabled by your credit card company. If you hold an eligible American Express Membership Rewards Card, Safekey® will also display the option to utilise your Membership Rewards points for a Statement Credit on your American Express Card Account.
Airline taxes are subject to change and are confirmed at the time your airline ticket is issued. There may also be a local tax charged at some airports.
24. Service Guarantees
Our booking and advisory services come with guarantees under the Australian Consumer Law that:
- they will be provided with due care and skill;
- they will be reasonably fit for the specified purpose;
- they can reasonably be expected to achieve the desired result; and
- they will be provided within a reasonable time.
If we fail to meet any of these guarantees, you have rights under the Australian Consumer Law.
In general, we will act as an agent for, and sell various travel related products and/or services as agent on behalf of, numerous transport, accommodation and other service providers, such as airlines, coach, rail and cruise line operators, as well as our wholesalers and tour operators. Where we act as agent, any booking, advisory and other services (such as processing a change or cancellation with the relevant travel services provider) that we provide to you are collateral to that agency relationship. Where we act as agent, our obligation to you is to (and you expressly authorise us to) provide booking and advisory services, including making travel bookings on your behalf and arranging relevant contracts between you and travel service providers. We exercise care in the selection of reputable travel service providers, but we are not ourselves a provider of travel services and have no control over, or liability for, the services provided by third parties. All bookings made on your behalf are made subject to the terms and conditions imposed by these travel service providers, including conditions of carriage, fare rules, change and cancellation policies and limitations of liability. The travel service provider’s terms and conditions are separate to our Booking Terms and Conditions (which cover our booking and advisory services provided to you). The relevant travel service provider’s terms and conditions can generally be accessed on their country-specific website. If you would like any assistance to access any travel service provider terms and conditions, if you are not sure which terms and conditions apply to your booking, or if you would like us to provide you with a full copy of the travel service provider terms and conditions, please contact your travel consultant or, for online bookings made on our website, please call 13 70 71. The travel service provider’s terms and conditions may include terms and/or fees relating to booking cancellations or changes for reasons outside the travel service provider’s control, conditions relating to cancellations or changes on your part which may incur cancellation or change fees, the exclusion or limitation of liability of the travel service provider, and the provision of data about you or provided by you to a third party. Your legal rights in connection with the provision of travel services are against the specific travel service provider and, except to the extent a problem arises as a result of our gross negligence, fraud, criminal conduct or wilful misconduct, are not against us. Specifically, if for any reason (excluding gross negligence, fraud, criminal conduct or wilful misconduct on our part) any travel service provider is unable to provide the services for which you have contracted, your rights are against that provider and not against us. Although we will use due care and skill in performing our services, we will not always be able to verify if, and cannot guarantee that, all information provided by the travel service provider (including the travel service provider’s brochure and terms and conditions) is accurate, complete and correct. Subject to any rights and/or remedies you may have under the Australian Consumer Law, we cannot be held responsible or liable for any errors, omissions, interruptions (for example, aircraft substitutions, renovations occurring at hotels, swimming pool closures, accommodation inclusions or changes to inclusions, resort fees payable, breakdowns, repairs, upgrade or maintenance of systems), or inaccurate, misleading or untrue information or non-delivery of information by the travel service provider. If we become aware that the information provided by the travel service provider is incorrect or incomplete in any way, we reserve the right to correct any information (including, but not limited to, pricing information (except where pricing has been finalised)) and amend your booking (in consultation with you) to ensure that it reflects the correct price or otherwise contains the correct and complete information.
To the extent permitted by law, neither Travel Associates nor any of its related bodies corporate, directors, officers, employees, servants or agents accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, force majeure, insolvency, or any other event which is beyond our control or which is not preventable by reasonable diligence on our part. Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation which can be claimed for death, injury, or delay to passengers and loss, damage, and delay to luggage. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law). This liability clause is subject to your rights under the Australian Consumer Law and nothing in these Booking Terms and Conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).
27. Supplier / Travel Service Provider Insolvency:
Without limiting section 24, for the avoidance of doubt, in the event of a third party provider being unable to provide you with the product and/or service you have booked due to that third party provider becoming insolvent or being placed under external administration, subject to your refund and remedy rights under the Australian Consumer Law, we have no obligation to reimburse you for the cost of your booking, or for any loss or damage you may otherwise suffer as a result of any such insolvency or external administration.
28. Special Requirements
Please liaise with your consultant or, for online bookings call 13 70 71, regarding any special requirements you may have for your travel arrangements such as special meal and seating requests, room type or disabled access.
29. Frequent Flyer or Other Loyalty Program
When booking with one of our advisors, please let them know your frequent flyer membership details (or other applicable loyalty program details) for inclusion in your booking. If you are booking online, please insert these details in the space provided for inclusion in your booking. Please check your frequent flyer program (or other applicable loyalty program) for the specific terms of your membership. We cannot guarantee that the supplier of your frequent flyer or other loyalty program will credit you with points for your booking or provide you with any other particular benefit, including (without limitation) status credits or lounge access. It is your responsibility to check whether your booking is eligible for any such benefits.
30. Schedule Changes
We recommend that you contact the travel service provider to confirm your scheduled departure time 24 hours prior to your departure.
32. Monies Not Held On Trust
You agree and acknowledge that all monies paid by you to us will not be held by us on trust for and on behalf of you and we may hold such monies in any account as we see fit, including with our own and/or other customer monies. All monies paid by you to us will be the property of Travel Associates and will, but some of it might also be or become a debt due and payable by us to the travel service provider, in accordance with the payment terms we have agreed with that travel service provider (net of any form of remuneration to which we are entitled). Payment will generally be made to the travel service provider before the services to which the money relates are provided. However in some cases, payment will be made to the travel service provider after the services to which the money relates have been provided to you. In respect of monies paid for flights for an IATA airline, such monies might be held on trust for that IATA airline, in accordance with the payment terms we have agreed with that IATA airline. In the event we hold the monies, we can only provide you with a refund once we are authorised by the travel service provider to process your refund, subject to that travel service provider’s change or cancellation policy.
33. Travel Associates Travel Credit
This section 32 relates to Travel Associates Travel Credits, as distinct from any credit a travel service provider may hold for you (Supplier Credit). To find out more about your Supplier Credit, please visit the ‘Manage booking’ section of our website.
All Travel Associates travel credits are subject to the following Travel Associates travel credit terms and conditions:
a) Your Travel Associates travel credit (Travel Credit) will be valid until at least 31 December 2022 (Term). You may redeem your Travel Credit during the Term for a future booking which involves travel that will happen after the expiration of the Term. Please note that Travel Associates will continue to review the expiration date of the Term as we evaluate the impact of travel restrictions due to COVID-19.
b) From 31 December 2021 until expiration of the Term, if you are unable to use any portion of your Travel Credit and you request a refund, we will gladly action this (subject to Travel Associates having received the funds from the travel service provider and having been authorised by the travel service provider to process your refund, subject to that travel service provider’s change or cancellation policy), and no Travel Associates cancellation fees will be charged.
c) Travel Associates will provide you with one of the following bonus Travel Credit options dependent on the value of your travel booking:
$500 to $1,999 per person of Travel Credit, which equals $50 per person of Travel Credit
$2,000 to $3,999 per person of Travel Credit, which equals $100 per person of Travel Credit
$4,000 to $5,999 per person of Travel Credit, which equals $150 per person of Travel Credit
$6,000 and above per person of Travel Credit, which equals $200 per person of Travel Credit
Bonus Travel Credit is applied in tiers and additional credit is only issued in $50, $100, $150, and $200 denominations. The maximum additional credit a customer can receive is $200. This bonus Travel Credit is equally applied for adults and children but excludes infants. Maximum bonus Travel Credit for each booking is $1,000. Any bonus Travel Credit will be issued at the time a full refund is received from the travel service provider. Bonus Travel Credits are subject to these Travel Credit terms and conditions.
e) Regardless of where you made your original booking (in-store, over the phone, by email or online), the Travel Credit lies with Travel Associates and will be accessible through any Travel Associates store or other channel when you rebook using your Travel Credit.
f) A Travel Credit may be used for one or multiple future travel bookings and any balance will be held by Travel Associates in accordance with these Travel Credit terms and conditions.
g) No Travel Associates booking fees will be charged to you when you make a booking using your Travel Credit, however you may be charged any applicable fees or charges imposed by any travel service provider you book your travel with through us.
a) Once you have made a booking using your Travel Credit, the terms and conditions otherwise set out in these Booking Terms and Conditions will apply to that booking.
h) Travel Credits: (i) are refundable in full during the Term or at the expiration of the Term (subject to us having received the funds from the travel service provider, and having been authorised by the travel service provider to process your refund, subject to that travel service provider’s change or cancellation policy), but excluding Bonus Travel Credits which are non-refundable; (ii) are non-transferable; (iii) are not cash or currency, and are not a stored value, gift card or store credit product; (iv) cannot be combined with other offers, vouchers or discounts; (v) cannot be redeemed for cash or credit, except where required by law or in accordance with these terms; and (vi) cannot be used or reissued past the Term except at the sole discretion of Travel Associates. You may not purchase or sell Travel Credits and Travel Associates does not sell Travel Credits. Travel Credits are the property of Travel Associates until redeemed against a booking.
i) If you initiate a credit card dispute or chargeback with your bank or credit card company for the return of the funds charged for your travel booking, you won’t be eligible for a Travel Credit for such booking. To the extent permitted by law, Travel Associates reserves the right to refuse, void, cancel, reject or hold for review your Travel Credit if we believe that you have initiated a chargeback for your travel booking and also elected to receive a Travel Credit despite the chargeback.
j) By accepting a Travel Credit, you are agreeing that the Travel Credit is in lieu of any refund you might be entitled to receive in connection with cancelling your travel booking whether under the COVID-19 cancellation policy, our Booking Terms and Conditions, or applicable law. By electing to receive a Travel Credit and/or by using the Travel Credit you are agreeing to these Travel Credit terms and conditions.
k) Subject to your rights under Australian Consumer Law, upon acceptance of a Travel Credit, you release Travel Associates from any and all claims and liabilities, without limitation, relating to your travel booking, your inability to complete the travel booking, and/or any refund or compensation you might be entitled to in relation to cancelling your travel booking.
l) Except where prohibited by law, Travel Associates reserves the right to refuse, void, cancel, reject or hold for review any Travel Credit mistakenly applied in an incorrect denomination or applied or procured, directly or indirectly, in connection with fraudulent actions, fraudulent claims, compensation abuse or in connection with any violation of these Travel Credit terms and conditions or Travel Associates Booking Terms and Conditions. Travel Associates also reserves the right to any remedy, including disqualifying you from participation in the Travel Credit offer, if it suspects or determines that you have committed fraud or otherwise violated the Travel Credit terms and conditions or Travel Associates Booking Terms and Conditions.
b) The above Travel Associates Travel Credit terms and conditions do not apply to any Supplier Credit vouchers issued by Travel Associates. Supplier Credit vouchers reflect the value held in credit for you by the relevant travel service provider and the relevant travel service provider's credit conditions will apply to your Supplier Credit. Supplier Credit vouchers are generally non-refundable (there are some exceptions to this, for example, compassionate requests for refunds are sometimes considered by some travel service providers, or if a travel service provider has agreed to change their terms and conditions about refunds).
34. Modifications of these Bookings Terms and Conditions
We reserve the right to modify any of these Booking Terms and Conditions (including the Travel Credit terms and conditions) at any time without prior notice. If we make changes to any of these terms and conditions, we will post the amended terms and conditions on the https://www.travelassociates.com website, applications, or services, which are effective upon posting. The applicable terms that apply are those in effect at the time you make a booking (including by using any Travel Credit) with us.
35. Governing Law
If any dispute arises between you and us, the laws of Australia will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Australia, and waive any right that you may have to object to an action being brought in those courts.
37. Lost Baggage Service
Once your flight booking is finalised and paid You will receive the Lost Baggage Service operated by Blue Ribbon Bags (BRB). This applies to checked bags only. If your bag does not arrive to your destination when you do and is not located within 96hrs, you will receive (AUD$1000). After reporting your missing bag with the airline, you must also report your missing bag to BRB within 24hrs (to file a new Mishandled Baggage Report call +1 (888) BAGGAGE (+1 (888) 224-4243) or email firstname.lastname@example.org or visit BRB's website here. BRB will track and attempt to expedite the return of your missing bag for you, and keep you informed of any progress. Lost Baggage Service works alongside any travel insurance you might have.
The Lost Baggage Service may not be included if you are booking with a Travel Associates at Home independent travel advisor or a Travel Associates franchise office as they operate as independent businesses and determine their own inclusions. Full details of the BRB terms and conditions are available at https://www.blueribbonbags.com/ServiceAgreement
These terms were last updated on 5 December 2023.