Terms & Conditions

Please examine the terms and conditions outlined below. You must not proceed with your travel booking unless you fully understand, agree with and accept the terms and conditions outlined below. References to “us”, “we” and/or “our” in these booking terms and conditions mean Travelexperiece.com.au. When travel products are booked or are made on your behalf through Travel Experience, references to “us”, “we”, and/or “our” shall also mean and include Travelexperience.com.au in these booking terms and conditions. Reference to “you” mean the travelling passenger on whose behalf we are making the travel booking. These terms and conditions are applicable to travel bookings you make with our consultants (in-store, over phone or by email).

It is mandatory that you and all passengers travelling with you have a valid national passport for international travel. When planning an international travel booking, we will assume that all travelling passengers on the booking have a valid passport issued by Australian government. You must inform us if this is not the case. Most countries require at least 6 months validity from the date of return in addition to a machine-readable passport. You must ensure that all valid passports and re-entry permits which belong and are assigned to you, meet the specifications and stipulations of the immigration and government authorities of your country and the country you are planning to visit. Fines and penalties arising as a result of passports and visas not meeting the specifications of those government authorities will be your exclusive responsibility. It is your responsibility to check visa requirements for all countries you are travelling to, however we will provide information on visas, passports and other travelling documents if requested by you. We can assist you in obtaining visas through an external service provider for an additional fee. If you contact an external visa service independently and suffer consequent losses as a result, we accept no liability for any loss or damage you may suffer. As such, we accept no responsibility for any losses for elements of your travel itinerary not booked with us.

Travel documents include airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider. Travel documents may be subject to certain conditions and restrictions including (without limitation) being non- refundable, non-date-changeable and subject to cancellation and/or amendment 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. An incorrect name on a booking may result in an inability to use that booking and the booking being cancelled. Please review your travel documents 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 weeks prior to departure. This will also depend on private arrangements you have made with your travel consultant with regarding the collection of your documents.

We highly recommend that you take out appropriate travel insurance to cover your travel arrangements. We are an authorised
representative of Aussietravelcover, Suresave and Covermore. We will provide you with a travel insurance quote and a financial services guide/product disclosure statement relating to the travel insurance product you are considering; if requested by you.
In order for us to arrange your insurance, you must confirm that you have read and understand the applicable Financial Services
Guide/Product Disclosure Statement, and understand the limits on your cover and your duty of disclosure to the insurer. We will require you to submit a travel insurance application form. If you decline travel insurance offered by us, you will be required to sign an insurance waiver form.

The Department of Foreign Affairs and Trade www.smartraveller.gov.au is the primary reference point for general travel advice and specific advice pertaining to safety levels at your destination. We recommend that you register your travel plans with DFAT, so that you may be contacted in an emergency.

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 smarttraveller.gov.au) or at Travel Clinics Australia (http://travelclinic.com.au).

Subject to your refund and remedy rights under the Australian Consumer Law, the following fees* will apply if we change or cancel any bookings on your behalf as requested by you. Changes to domestic flight bookings will incur a minimum change fee of $55 per passenger per booking. This is in addition to airline change and re-issue fees.
*Changes to International flight bookings will incur a fee of $55 per passenger per booking in addition to airline change and re issue fees.
*Cancellations of domestic packaged bookings will incur a cancellation fee of $110 per packaged booking in addition to airline change and re-issue fees and supplier* fees.
*Cancellation to international packaged bookings will incur a fee of $220 per packaged booking.
*Amendments to all existing bookings will incur a fee of $55.

Please note that cancellations can also incur supplier fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Supplier fees may also apply where a booking is changed and when tickets or documents are re-issued. Where we incur any liability for a supplier cancellation fee for any booking which you change or cancel, you agree to remunerate us for the amount of that fee. When you seek a refund for a cancelled booking for which payment has been made to the supplier, we will not provide a refund to you until we receive the funds from that supplier. Car Hire please refer to terms and general condition requirements when hiring a car, each supplier is different these include credit cards, bonds, excess and insurance.

All prices quoted in our travel proposals are subject to availability and may change without warning until full payment is made to us. If you wish to proceed with your travel booking, your travel proposal will be re-priced according to current, existing rates due to price fluctuations. E.G. Airfares, accommodation, car hire rates and other travel related products.

Most airlines and services require full payment at the time of booking.
When booking an international or domestic travel package including cruise bookings, you will be required to pay a deposit or deposits. You will be required to pay the airfare segment in full at the time of booking if an airfare is included in your booking. Your consultant will advise you and provide you with a breakdown of all your travel costs. All deposits are non-refundable for changes of mind or cancellations by you (subject to your rights under the Australian Consumer Law). Final payment is required no later than 6 weeks prior to departure unless otherwise stated. Your consultant will advise you when that will be.
Our payment options are as follows:
Direct Debit
Bank: National Australia Bank
Account Name: Alidane Pty Ltd
BSB: 084512 Account: 627884436

Payment confirmation must be provided once payment is processed. Please note payments can take up to 48 hours to clear in our account.

Member of Approved Merchant Service Provider TravelPayTM
Credit Card Payments: Visa and Mastercard – 1.75 % Amex and Diners – 2.75% Overseas Credit cards 3.25%. American Express, will apply when paying by credit card. You authorise us to charge all fees incurred by you in relation to the credit 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.
Cheque Payments: Please note that cheque payments (excluding bank cheques) require about 3 business days to process. If you are paying by cheque you agree not to stop payment of the cheque even when you cancel a booking. You agree that we may apply the proceeds of the cheque to satisfy any liability you have to us, including any liability in respect to cancellation fees, before refunding the balance to you.

Please liaise with your consultant, regarding any special requirements you may have for your travel arrangements such as special meal and seating requests, room type or disabled access.

When booking with one of our consultants, please let them know your frequent flyer membership details or other applicable loyalty program details 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 will credit you with points for your booking.

Airline taxes are subject to change and are confirmed at the time your airline ticket is issued. Local/ City/ Tourist and Hotel Taxes must be paid directly.

Our booking and advisory services come with a guarantee that:
We are committed to protecting your personal information and agree to handle your personal information in accordance with our privacy policy which is available in store. By providing your personal information to us, you agree that our privacy policy will apply to how we handle your personal information and you consent to us collecting, using and disclosing your personal information as detailed in our privacy policy. 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 our overseas related entities and to service providers who perform services for us within and outside of Australia. Generally, we will only disclose your personal information to these persons in connection with facilitation of your travel booking to enable the performance of administrative and technical services by them on our behalf. Where we disclose your personal information to any person (including all overseas recipients), you agree that we will not be required to ensure that person’s compliance with Australian privacy laws or otherwise be accountable for how they handle your personal information. When used above, “disclose” includes to transfer, share, send, or otherwise make available or accessible to another person or entity.

We act as an agent for, and sell various travel related products as agent on behalf of, numerous transport, accommodation and other service providers, such as airlines, coach, rail and cruise line operators, as well as all of our wholesalers. Any services we provide to you are collateral to that agency relationship. Our obligation to you is to make travel bookings on your behalf as authorized by you and to arrange relevant contracts between you and travel service providers. We exercise care and caution in choosing service providers which possess a good reputation, but we are not ourselves a provider of travel services and have no control over, or liability for, the services provided by travel service providers. All bookings made on your behalf subject to the terms and conditions, of these service providers. We can provide you with copies of the relevant service provider terms and conditions on request. Your legal rights in connection with the provision of travel services are against the specific provider and, except to the extent a problem is caused by fault on our part, are not against us. Specifically, if for any reason (excluding fault 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. All monies paid by you to us will be the property of Travel Experience.com.au and will be payable to the travel service provider once the services to which the money relates have been provided. You agree and acknowledge that such monies 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.
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. To the extent permitted by law, neither Travel Experience.com.au employees 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 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 terms and conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).