Booking Terms and Conditions
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 “us”, “we” and/or “our” in these Booking Terms and Conditions shall mean the Independent Travel Consultant as set out in your quote, tax invoice and/or itinerary (as applicable). References to “FCTG” in these Booking Terms and Conditions shall mean Flight Centre Travel Group Limited and its wholly-owned subsidiaries. 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 us (in-person, over the phone or by email). The contract formed under these Booking Terms and Conditions is with us, and not any other party, such as FCTG or any travel service provider (such as an airline). 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
​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 that 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 us know. We can provide you with general information only on visa and passport requirements that apply to international travel bookings you make with us. We 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). We do not warrant the accuracy or suitability of the 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).
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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.
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 will not be able to enter Canada without a valid ETA (or visa or permit) from 15 March 2016. Please note, you may not meet the eligibility requirements of ETA and may be required to obtain a visa or permit.
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We urge you to apply for an ESTA or ETA prior to booking an airfare if you have any concerns about whether or not you might be eligible for an ESTA or ETA.
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 us 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. We 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”).
Agent fees
Booking fees International flights A fee of $149.95 per person will apply.
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Domestic Airlines booking fee is $29.95 per sector
Reward booking fee is $149.95, this applies for airlines and hotels per booking.
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Low Cost Airlines (Non-commissionable airlines) booking fee is $29.95 (this will be charged per flight and per person). Fees are per person.
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Other Fees
Private Transfer will have a $49 fee per sector applied, and any changes will also have a $49 fee applied, including cancellations
Train Tickets a fee of $29.95 per sector per person.
For assistance in doing a Visa a Fee of $59.95 per person per visa will apply.
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Change fees If you change your flights, a fee of $80 for Domestic bookings will be applied and $150 for International flights. Please note: this is on top of any change fees with the airline. If there is a fare difference,
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Changes to a booking after the booking has been finalized and want to make a change to the booking admin fee of $49 will apply.
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Holding Flights in credit If you are holding flights in credit, and you would like a refund please note an admin fee of $150 per person will apply.
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Cancellation fee If you want to cancel your flight, the standard fees and terms and conditions with the airline will apply as well as a $75 fee for Domestic flights and a $300 fee for International flights., please note will only get refund on fare minus any commission paid from airline to the agent for the booking.
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Cancellation of Cruise, Hotels, Tours, Car Hire etc - 10% cancellation fee will be applied to the booking for each component, this is charged a service fee on the booking this only applies to confirmed bookings.
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Admin Fees - If you have not taken an Insurance policy with LTP and claim arises from your trip, you will need to pay a fee of $150 per person as admin fee to supply any documentation to do your claim with the 3rd party insurance company.
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After-hours booking fee surcharge - After the hours or emergency assistance calls will be charged at $150 per hour fee for this service out standard business hours are Monday to Friday from 10 am until 6 pm.
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Health
​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 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). 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 a number of 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.
​Prices
​All prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once your booking has been paid for in full by you. Please note that the prices quoted are subject to change. Price changes may occur by reason of matters outside our control which increase the cost of the product or service. Such factors include, but are not limited to, adverse currency fluctuations, fuel surcharges, taxes and airfare increases. Please contact us for up-to-date prices
Financial Arrangements
We receive remuneration through commissions, financial incentives and other means (together, “financial arrangements”) from booking travel and travelrelated products and services on your behalf with third party travel service providers. We are not required by law to disclose the nature or value of these financial arrangements.
Deposit and Final Payment​
You will be required to pay a deposit or deposits when booking. We 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 us 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 secure your booking/seat, however prices quoted may change before you make the final payment. Final payment is required no later than 6 weeks prior to departure unless otherwise stated. Some airfares or services must be paid in full at the time of booking.
​Our Change and Cancellation Fees
​Subject to your refund and remedy rights under the Australian Consumer Law, any change and cancellation fees that will apply to your booking are set out in your quote, tax invoice and/or itinerary (as applicable) and as set out in sections 10 to 14 below. Payment of change or cancellation fees via credit card may 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.
​Travel Service Provider 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 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.
​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 any change fees set out in your quote, tax invoice and/or itinerary (as applicable), and you may 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 you will be required to pay any applicable travel service provider fees and any cancellation fees set out in your quote, tax invoice and/or itinerary (as applicable), and we will provide you with a refund for the remaining funds (if any). Alternatively, we 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 our applicable cancellation fees. If your deposit or booking is refundable, this is subject to us 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 us. Independent Travel Consultant travel credits are subject to the Independent Travel Consultant travel credit terms and conditions (please see section 29 below).
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 13 and 14 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 we will deduct any unrecoverable costs, and any applicable travel service provider fees and our applicable cancellation fees. “Unrecoverable costs” means all reasonable, direct and indirect costs the travel service provider and/or we have incurred in relation to your booking, and includes amounts paid by us to other relevant travel service providers who are responsible for components of your booking and which may be nonrefundable. 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 us.
​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 twelve hours).
​Emergency Assistance
​Where we have utilised the services of FCTG to facilitate your travel booking, FCTG’s Emergency Assist team is available to assist you with urgent enquiries about your travel booking and FCTG products outside of business hours if we are unavailable to assist you personally. Fees will be charged to you for the provision of any such assistance. Contact details for FCTG's Emergency Assist team and details of the fees that will apply are set out in your quote, tax invoice and/or itinerary (as applicable). Payment of FCTG Emergency Assist fees via credit card may attract the applicable credit card surcharge.
​Payments by Credit Card and Debit Card
​Any credit card surcharges as set out in your quote, tax invoice and/or itinerary (as applicable) will apply when paying by credit card or debit card. You authorise us to charge all fees incurred by you in relation to the 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.
​Payments by BPAY
​Please note that BPAY payments take up to 3 business days to clear. 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 us of your payment once it has been made.
Payments by Cheque
​Please note that cheque payments (excluding bank cheques) require approximately 5 business days to clear. If you are paying using this method you will need to make the payment at least 5 business days prior to the actual payment 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 any cancellation fees, before refunding the balance to you.
​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.
Privacy Laws
​We are committed to protecting your personal information and agree to handle your personal information in accordance with applicable privacy, data protection, data breach notification and anti-spam laws (“Privacy Laws”). By providing personal information to us, you consent to us collecting, using and disclosing your personal information as provided in these Booking Terms and Conditions, in accordance with all Privacy Laws. In particular, you agree that in certain circumstances (such as where you request us to book international travel for you), we are permitted to disclose your personal information to overseas recipients. Such recipients may include the overseas travel service providers (e.g. airlines, accommodation or tour providers) with whom you make a booking. These travel service providers will in most cases receive your personal information in the country in which they will provide the services to you or in which their business is based. We may also disclose your personal information to service providers who perform services for us within and outside of Australia, including FCTG. Generally, we will only disclose your personal information to these entities and/or persons in connection with the facilitation of your travel booking and/or to enable the performance of administrative and technical services by them on our behalf. Where we disclose your personal information to any entity and/or person (including any overseas recipients), you agree that: (i) in the case of travel service providers or other recipients who are providing services directly to you, we will not be required to ensure that recipient’s compliance with Australian privacy laws or otherwise be accountable for how they handle your personal information and you acknowledge and agree that your rights in relation to their handling of your personal information are governed by the contract between you and that recipient (which may include their privacy policy); and (ii) in the case of travel service providers who perform services for us, we will take reasonable steps to ensure that recipient’s compliance with Australian privacy laws. Where we disclose your personal information to FCTG it will handle your personal information in accordance with its Privacy Policy which is available at www.flightcentre.com.au/privacy. When used above, “disclose” includes to transfer, share, send, or otherwise make available or accessible to another person and/or entity.
​Monies Not Held On Trust
​You agree and acknowledge that such 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 a debt due and payable to the travel service provider in accordance with the payment terms agreed with that travel service provider. 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 once the services to which the money relates have been provided. 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 agreed with that IATA airline. In the event we still 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.
​Independent Travel Consultant Travel Credit
All Independent Travel Consultant travel credits are subject to the following Independent Travel Consultant travel credit terms and conditions: a) Your Independent Travel Consultant travel credit (ITC Travel Credit) will be valid for the period notified to you by us in writing when the ITC Travel Credit is issued (Term). You may redeem your ITC Travel Credit with us during the Term. Please note that we will continue to review the expiration date of the Term as we evaluate the impact of travel restrictions due to COVID-19. b) If at the expiration of the Term, you are unable to use any portion of your ITC Travel Credit and you request a refund, we will gladly action this (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). Please refer to your quote, tax invoice or itinerary (as applicable) for any change or cancellation fees that may apply. c) Where you made your original booking with us (in-person, over the phone or by email), the ITC Travel Credit lies with us and will be accessible only through us when you rebook using your ITC Travel Credit. d) A ITC Travel Credit may be used for one or multiple future travel bookings and any balance will be held by us in accordance with these ITC Travel Credit terms and conditions. e) Booking fees may apply when you make a booking using your ITC Travel Credit, and you may be charged any applicable fees or charges imposed by any travel service provider you book your travel with through us. f) Once you have made a booking using your ITC Travel Credit, the terms and conditions otherwise set out in these Booking Terms and Conditions will apply to that booking. g) ITC Travel Credits: (i) are non-refundable during the Term but are refundable in full 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); (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 our sole discretion. You may not purchase or sell ITC Travel Credits and we do not sell ITC Travel Credits. ITC Travel Credits are our property until redeemed against a booking. h) 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 an ITC Travel Credit for such booking. To the extent permitted by law, we reserve the right to refuse, void, cancel, reject or hold for review your ITC Travel Credit if we believe that you have initiated a chargeback for your travel booking and also elected to receive an ITC Travel Credit despite the chargeback. i) By accepting an ITC Travel Credit, you are agreeing that the ITC 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 an ITC Travel Credit and/or by using the ITC Travel Credit you are agreeing to these ITC Travel Credit terms and conditions. j) Subject to your rights under Australian Consumer Law, upon acceptance of a ITC Travel Credit, you release us 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. k) Except where prohibited by law, we reserve the right to refuse, void, cancel, reject or hold for review any ITC 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 ITC Travel Credit terms and conditions or our Booking Terms and Conditions. We reserve the right to any remedy, including disqualifying you from participation in the ITC Travel Credit offer, if we suspect or determine that you have committed fraud or otherwise violated the ITC Travel Credit terms and conditions or our Booking Terms and Conditions.
​Modifications of these Booking Terms and Conditions
We reserve the right to modify any of these Booking Terms and Conditions (including the ITC 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 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 ITC Travel Credit) with us.
​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.
​Acknowledgement
You acknowledge that you are 18 years of age or older and that you understand and agree with the above Booking Terms and Conditions. These terms were last updated on 30th April 2024.