TERMS & CONDITIONS
Last updated: September 2026
1. Introduction
These Terms and Conditions ("Terms") govern your use of travel booking services provided by Travellers Travel CO PTY LTD ("we," "our," "us"). By making a booking or using our services, you agree to be bound by these Terms. Please read them carefully before booking.
Customer Acknowledgement of Terms:
Before finalising any booking with Travellers Travel CO PTY LTD, you will be required to confirm that you have received, read, and accepted our Terms and Conditions. This may be done via email confirmation, a signed booking form, or an automated acceptance during the booking process. This confirmation is required for every booking, including repeat bookings.
2. Services Provided
We provide travel booking services including but not limited to:
• Flights
• Accommodation
• Tour packages
• Travel insurance (optional)
• Car hire
We act as an agent for third-party travel suppliers. Your booking is subject to our Terms and the terms and conditions of those suppliers. Please review their terms carefully, as they may limit liability or include cancellation fees.
3. Booking and Payment
• A deposit or full payment may be required at the time of booking.
• Prices and availability are subject to change until payment is received and confirmed.
• Payment methods accepted include bank transfer, credit card, and other approved methods.
• Full payment must be received by the due date provided; failure to pay may result in cancellation of your booking.
4. Changes, Cancellations, and Refunds
• Any changes or cancellations must be notified to us in writing as soon as possible.
• Changes, cancellations, refunds, and ticket re-use requests may incur fees charged by Travellers Travel CO PTY LTD and/or third-party suppliers in accordance with the applicable fare rules and conditions.
• Voluntary cancellation requests are subject to the applicable Voluntary Cancellation Fee and any airline or supplier charges.
• Involuntary cancellations initiated by an airline may be subject to an Involuntary Cancellation Processing Fee in accordance with our Schedule of Fees.
• Refund eligibility and refund amounts are subject to the applicable airline, supplier, and fare conditions.
• Refund processing timeframes may vary depending on the airline, supplier, payment method, and processing circumstances.
• Under the Australian Consumer Law (ACL), you may be entitled to remedies if a service has not been provided with due care and skill or where there has been a major failure.
• We strongly recommend obtaining comprehensive travel insurance to cover unforeseen circumstances.
4.1 Airline Fare Rules
All bookings remain subject to the applicable airline or supplier fare rules and conditions. These rules may include restrictions relating to refunds, cancellations, credits, ticket validity, changes, reissues, no-show situations, and ticket usage requirements. Where a customer's request is inconsistent with the applicable airline or supplier fare rules, those rules will prevail.
5. Liability
• We act as an agent only and do not provide transportation, accommodation, or other travel services directly.
• We act as an intermediary between customers and travel suppliers and are not responsible for the acts, omissions, insolvency, delays, schedule changes, cancellations, or service failures of third-party suppliers.
• We are not liable for delays, cancellations, injury, loss, or damage arising from acts or omissions of third-party suppliers.
• Nothing in these Terms limits our liability for death or personal injury caused by our negligence or for any other liability that cannot be excluded by law.
• To the fullest extent permitted by law, all other liability is excluded.
6. Passports, Visas, and Travel Requirements
• You are responsible for ensuring you hold valid passports, visas, permits, and other necessary travel documents.
• We are not responsible for any costs or losses due to failure to obtain or comply with travel documentation requirements.
7. Privacy and Confidentiality
• We collect and handle your personal information in accordance with our Privacy Policy.
• By booking with us, you consent to the collection, use, and disclosure of your personal information as outlined in our Privacy Policy.
• We are committed to maintaining the confidentiality of your personal information in accordance with the ATAS Code of Conduct and applicable privacy laws.
8. Consumer Rights
• Your rights as a consumer are protected by the Australian Consumer Law (ACL).
• Nothing in these Terms restricts your statutory rights.
• If you have a complaint about our services, please contact us first so we can try to resolve the issue.
9. Governing Law and Dispute Resolution
• These Terms are governed by the laws of the Commonwealth of Australia.
• Any disputes arising under these Terms will be subject to the exclusive jurisdiction of Australian courts.
• We encourage you to raise any concerns or disputes with us directly before pursuing legal action.
External Complaint Process:
If you remain dissatisfied with our response, or if 21 business days have passed without a resolution, you may lodge a complaint through ATIA's complaints process in accordance with the ATAS Code of Conduct.
Our Complaint Handling Policy:
Our full Complaint Handling Policy is available on our website.
10. Changes to These Terms
• We may update these Terms from time to time to comply with changes in law or our business practices.
• Updated Terms will be published on our website and will apply to bookings made after the update.
11. Schedule of Fees
The following fees may apply in addition to any fees, penalties, taxes, fare differences, or charges imposed by airlines, suppliers, or other third parties.
Airfare Change Fee:
$280 per person + applicable supplier fees and fare difference
Voluntary Cancellation Fee:
$850 per person + applicable airline fees, penalties, taxes, and supplier charges
Involuntary Cancellation Processing Fee:
Up to $250 per person + applicable airline fees (where applicable)
Ticket Hold Fee:
$80 per person (available for eligible existing bookings only)
Quotation Fee:
Free
Booking Fee:
$100 per person
Name Correction Fee:
$100 per letter, per passenger, plus any applicable supplier fees
Visa Processing Fee:
$180 per person (varies depending on visa type)
Administration, processing, and service fees are non-refundable once the relevant service has been provided.