TERMS OF TRADE
Because we a variety of travel products, you should make sure you understand the terms and conditions that apply to your arrangements in addition to these general terms and conditions below: Introduction 1a. We offer various products for sale and/or services on behalf of our principals such as airlines, other transport operators, hotel and other accommodation providers, tour operators and other principal suppliers. These are referred to throughout as ‘the Principal/s’. Our services consist of arranging and co-coordinating the services offered by the Principals. Docklands Travel T/A Great Holiday Escapes brings about a direct contractual relationship between you, the customer, and each Principal. Subject to these booking conditions Docklands Travel T/A Great Holiday Escapes will perform our services with reasonable care and skill. Docklands Travel T/A Great Holiday Escapes does not guarantee the performance of the services offered by the Principals and we will not be liable if you suffer loss, injury or disappointment because of any acts or failings of any Principal. In such case your remedy will lie against the Principal. You should be aware that the brochures (including e-brochures) which we supply to you are the brochures of the Principals and that the statements and representations contained in such brochures are not ours but are made by the Principals. We accept no liability for any inaccuracies or misrepresentations contained in such brochures. Your contract will either be with us or with another supplier of travel services and this will depend on the type of arrangements you book. Where your contract is with a supplier, the booking conditions of that supplier will apply to your booking and Docklands Travel T/A Great Holiday Escapes accepts no responsibility for any errors or omissions made by a supplier.
A minimum non-refundable deposit is required to secure your booking. All deposits are non-transferable and non-refundable! Final payments can be brought forward other than what has been advised on your invoice due to many factors; supplier pricing increases, contract amendments and or expiry dates. Currency fluctuations do occur, and airline taxes will always be re-calculated at time of final payment. Please note that due to currency fluctuations and tax increases your invoiced amount can change prior to final payment. Cancellation fees can be up to 100% depending on the circumstance. Travel Insurance 2. We recommend that you take out a travel insurance policy at the time you pay for your travel. You should ensure that such insurance will protect you against medical expenses arising from sickness or injury during your travel and protect you against loss or damage to your belongings. The Department of Foreign Affairs & Trade also strongly recommend you take out travel insurance. N.B. Please note that some credit card providers will provide the card holder with travel insurance. Where you are paying for all or any part of the services arranged through us by credit card and you intend to use travel insurance provided by the credit card provider you acknowledge that Docklands Travel T/A Great Holiday Escapes has offered you travel insurance and that you waive any claim against Docklands Travel T/A Great Holiday Escapes in respect of any loss or damage you may suffer because of you failing to take out any or adequate travel insurance.
are likely to be incurred on all confirmed reservations or bookings. Further, some tickets may be non-refundable or non-transferable. It is important to check the position with us before you confirm arrangements and/or before you cancel any confirmed reservations. Please read the specific conditions detailed in the Principal’s brochures and flyers in relation to your travel arrangements. Changes in Reservations 4. If you wish to change a confirmed reservation you are likely to incur fees. In some cases, it may not be possible to change reservations or to cancel the reservation or it may be uneconomic for you to do so. You should always check the cost before requesting changes in reservations. Please read the specific conditions detailed by the Principal’s in relation to your travel arrangements. Prices 5. Airfares and tour prices may change (almost invariably by being increased) without prior notice and even though your arrangements have been confirmed. Such price increases are beyond our control and you will be liable to pay for any such increases. Many airlines now impose surcharges on the price of air travel. These surcharges may change between the time you make a reservation and the date of full payment. Payment 6. If payment has not been made by the specific date which Docklands Travel T/A Great Holiday Escapes will advise you, your bookings may be cancelled. Payments may be made by direct deposit or cheque. If you wish to pay by credit card it is necessary to check with us first as some airfares and package holidays cannot be paid for by credit card. In certain circumstances your credit card will be charged by the Principal. In these instances, you authorize Docklands Travel T/A Great Holiday Escapes to pass on your credit card details to the Principal. Credit Card payments may incur surcharges. Docklands Travel T/A Great Holiday Escapes will add an additional surcharge to payments made by credit card. Please check with us for current charges. When your credit card is processed by Docklands Travel T/A Great Holiday Escapes you agree to not have your payment ‘charged back’ or reversed by your credit card provider where the services have been provided.
If you cancel your travel arrangements after paying for the same no refund will be available to you until after we receive the monies from the Principal involved. In most cases fees will be payable for cancellations and in some instances, you may not be able to claim a refund.
Passport and Visa Requirements
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. 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 consultant know or, for online bookings, contact us on 1300 533 903. We can provide you with general information on visa and passport requirements that apply to international travel bookings you make with us. Our consultants 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). If you are travelling to 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.
Checking Travel Arrangements
We have exercised care in putting together the arrangements requested by you regarding your travel and accommodation. It is important that you check all the documentation handed to you in relation to your proposed travel and accommodation to ensure that it fully meets with your requirements and to ensure that there have been no misunderstandings. All documents, in relation to international travel, must be issued in the name of the passport holder. You may be denied carriage if the name varies. Most Airlines have online Check in and departure times can change We strongly recommend that this is done 24 hours before the scheduled departure time. You can visit our website and go to Online Check in and Find the Airline you are travelling with. 11.2 We strongly recommend that you familiarize yourself with current travel advisories/information from Smart Traveller before you travel. 11.3 Payment of any excess baggage charges is the Travelers sole responsibility. 11.4 Carryon baggage is subject to security rules on the carriage of various items. It is your responsibility to check with the relevant authorities. Complaints 12. Docklands Travel T/A Great Holiday Escapes endeavours to deliver exceptional quality professional travel services. We are committed to being responsive to the needs and concerns of customers and to resolving your complaint as quickly as possible. Customer feedback is welcomed as it helps us improve our service delivery to you.
We strongly recommend that you take out appropriate travel insurance to cover all aspect of your travel arrangements. Your insurance protection should 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 Great Holiday Escapes 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 consultant can provide information to you about travel insurance. For details of the services they provide, including a quote, please refer to their Financial Services Guide/Product Disclosure Statement.
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 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). We are also an Authorized Representative of Sure Save Pty Limited ABN 82 137 885 262 AR 339902 is an authorised representative of nib Travel Services (Australia) Pty Ltd ABN 81 115 932 173, AFS Licence No. 308461. This is general advice, and you should consider if this product suits your needs. Before you buy, please read the Product Disclosure Statement available from us. This insurance is underwritten by XL Insurance Company SE, Australia branch (ABN 36 083 570 441).
We recommend that you contact the Department of Foreign Affairs and Trade 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 you wish to visit. You can also register your travel plans with DFAT, so that you may be more easily contacted in an emergency.
You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel 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 smarttraveller.gov.au).
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 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 adverse currency fluctuations, fuel surcharges, taxes and airfare increase. Please contact your consultant for up-to-date prices.
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 consultant 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. A deposit will secure your booking/seat, however prices quoted may change if you do not make the final payment by your payment deadline. 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, the following change and cancellation fees apply to all bookings (including online bookings and bookings made with a consultant):
- Changes to Domestic/Trans-Tasman bookings will incur a fee of $30 per passenger per booking in addition to supplier fees.
- Cancellations to Domestic/Trans-Tasman bookings will incur a fee of $50 per passenger per booking in addition to supplier fees.
- Changes to International bookings (excluding Trans-Tasman bookings) will incur a fee of $75 per passenger per booking in addition to supplier fees.
- Cancellations to International bookings (excluding Trans-Tasman bookings) will incur a fee of $300 per passenger per booking in addition to supplier fees.
Supplier Change and Cancellation Fees
Cancelled bookings may 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 indemnify us for that fee. Where 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.
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 and hotels in certain countries do charge an occupancy tax which must be paid direct to the Property.
Our booking and advisory services come with a guarantee 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.
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 (and you expressly authorise us to) make travel bookings on your behalf and to arrange relevant contracts between you and travel service providers. We exercise care in the selection of reputable 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 are made on your behalf subject to the terms and conditions, including conditions of carriage and limitations of liability, imposed by 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.
To the extent permitted by law, neither Docklands Travel T/A Great Holiday Escapes nor any of its related bodies corporate, directors, 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).
Please liaise with your consultant or, for online bookings, call 1300 733 867, 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. 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 will credit you with points for your booking.
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 service provider. Travel documents may be subject to certain conditions and/or 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 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 rule your travel documents will be available for collection 2 weeks prior to departure, however this will depend on your individual arrangements. Please contact your consultant to confirm when your travel documents are ready for collection. If you have booked online, you should print out and retain your travel documents as provided to you by the website (or in a follow up email we send you).
We recommend that you contact the airline to confirm your scheduled departure time 24 hours prior to your flight.
Monies Not Held on Trust
All monies paid by you to us will be the property of Great Holiday Escapes and will be a debt due and payable to the travel service provider once the services to which the money relates have been provided (except for monies paid for flights with an IATA airline, which might be held on trust for that IATA airline). 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.
These terms were last updated on 29 January 2020