FAQ

General Questions

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Answers

Q. How do I know my booking is confirmed?

A. Once your booking is confirmed, you will see a confirmation page with a reference number and you will receive a confirmation email with your booking number.

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Q. What happens if I haven't received a confirmation email?

A. Despite our best efforts, on occasion confirmation emails will not be delivered to your email box, generally due to junk or email filters associated with your email set up.

This can be easily fixed by making sure that your emails from travel.com.au are put on a "white list" – a list of trusted senders - within your email application or by your ISP. This means that when we send you an email it will automatically come into your inbox and not be sent to your Junk Mail folder.

Detailed below is information on setting up travel.com.au as a Safe Sender for two of the most popular email services.

Updating filters on Outlook 2003

delivery of travel.com.au emails by including the travel.com.au domain in your safe senders like within Outlook 2003.

  1. Select and email message in your inbox or Junk Email folder and right-click.
  2. Choose "Junk Mail" from the drop-down menu.
  3. Choose "Add Sender's Domain (@example.com) to Safe Senders List".

Updating filters on Hotmail

To add the travel.com.au domain to your Hotmail account settings follow the instructions below.

  1. Log in from the Hotmail homepage.
  2. Click on the Options link in the top right corner of the page.
  3. Choose Mail from the navigation on the left hand side.
  4. Click on the Junk E-mail Protection link.
  5. Clock on the Sage List link.
  6. A field will read "Type an address or domain:". Type in travel.com.au domain name and click Add.

You should now be successfully set up to receive emails from travel.com.au.

Similar web mail applications such as Yahoo, Gmail or ISP will have similar Safe List options that will ensure your travel.com.au communications will be successfully received.

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Q. Is my privacy maintained

A. travel.com.au recognises the importance of client privacy and supports the best practice procedures in the way of your personal information is handled by us. By providing your personal information you agree and consent to the collection, use, disclosure, storage and holding of personal information in accordance with this privacy policy. More details can be found in our Privacy Policy.

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Q. Can I book a flight for someone else if I'm not a passenger?

A. Yes, but you may be asked for complete an authorisation form and send a faxed copy of the credit card and signature. You will receive a call and email from our Customer Support team informing you of this and how to go about it.

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Q. What age is an air passenger an infant/child?

A. Generally the following ages apply for children and infants:

  • Child: 2-11 years for the full travel period.
  • Infant: 0-23 months for the full travel period.
  • Infants are not allocated a seat and must travel on an adult's lap.

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Q. How do I book through a travel consultant?

A. We have a dedicated team waiting to help you with your travel booking. Please call 1300 130 481 and select option 2.

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Q. How far in advance can I book a flight?

A. You can book flights up to 11 months in advance.

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Q. What are "online specials"

A. travel.com.au online special fares are specially negotiated and often exclusive rates with reputable, well known scheduled airlines. If your travel times are flexible you can make significant savings on our great value fares.

The exact airline and flight times will occasionally not be disclosed to you until you have completed your booking, as requested by the airlines. However if you would prefer to know the airline and flight times you can choose from any of our other flights.

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Q. How do I reconfirm my flight?

A. For travel within Australia, you do not need to reconfirm your flight.

For international flights, it is recommended that you reconfirm all international sectors directly with the airline a few days before you fly.

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Q. If I check in online for a Qantas domestic flight and I don't have luggage - where do I go at the airport?

A. If you don't have bags (luggage) then you can proceed straight to the departure gate. Be sure to be there at least 25 minutes prior to departure.

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Q. I have requested a refund for my flight booking. How long does it take to process?

A. Most tickets are non-changeable/non-refundable. If your ticket is refundable, once we have received your details in writing, refunds can take up to 8-12 weeks.
For changes to Jetstar bookings, please contact the airline on 131 538 or via the Manage Booking page on their website. For changes to Scoot bookings, please contact the airline on +612 8520 1888 or via the homepage on their website. You will need your airline reference number, as shown in your confirmation email.

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Q. Do I need a visa to travel?

A. Visa requirements for the country/countries you'll be visiting/transiting as well as re-entry permits for Australia are the travellers' responsibility.

We recommend you look at our partner site to check up to date information regarding visas. Visa Information

Please note the following update to all international travellers from the Department of Foreign Affairs and Trade (DFAT):

Authority

In the event that an accident, disaster or emergency is reported to have occurred in a country where I/we will or may be travelling, I/we authorise you to disclose to the Australian Government Department of Foreign Affairs and Trade details of my/our itinerary (including without limitation, transport and accommodation arrangements) and my/our contact details within Australia and overseas.

Disclosure

You must ensure your Australian passport has a validity of six months after your return date to Australia.

Please advise us if you wish us to make any necessary visa applications on your behalf.

In the event that you are travelling to a country or countries which do not require a visa for Australian passport holders, you must tell us if you have been arrested or convicted in respect of any offence or breach of law. Non disclosure of this information may lead to your being refused entry on arrival in certain countries. In that event, we take no responsibility whatsoever.

If you do not wish to disclose such information to us, then you must contact the embassy of each country of destination and make your own arrangements in regard to entry to that country.

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Q. Can I check in online for a Qantas international flight?

A. No. Online check in is only available for Qantas domestic flights.

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Q. Can I check in online for a Qantas domestic flight?

A. Yes. You can check in Qantas domestic flights (and Qantaslink) between 24hours and 1 hour before your flight. You can choose your seats. You'll need a printer to print out your boarding pass. Unaccompanied minors and some people travelling with special needs will need to check in at the airport.

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Q. If I check in online for a Qantas domestic flight, how do I get my boarding pass?

A. You'll need to print your boarding pass. This will have a unique barcode which must be presented and scanned as you board your flight.

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Q. If I check in online for a Qantas domestic flight, where do I take my bags (luggage)?

A. At the airport go to a Bag Drop counter to submit your bags for your flight. The Bag Drop Counter opens 3 hours before departure and closes 30 minutes before departure. All bags must be clearly tagged.

You should get to the airport no later than 45 minutes before departure to allow time to drop your bags and clear security.

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Q. Can I use Qantas online check in if I am travelling domestically and connecting to an international flight?

A. No. You'll need to check in at the airport.

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Q. Can I use online check in if I'm travelling on Jetstar or Qantas code share service operated by Jetstar?

A. No. You'll need to check in at the airport.

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Q. What is my luggage allowance?

A. Your ticket will show your luggage allowance. It's shown on the far right column of your ticket.

For international flights the limits vary. It's usually 20kg for economy, 30kg for business class, and 40kg for first class passengers.

If you're flying to the US, South America and Canada (via the Pacific) the limit is often 2 pieces of checked baggage. Please refer to your ticket for the correct limits.

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Q. What is a child's luggage allowance?

A. A child usually has the same luggage allowance as an adult. An infant's allowance is usually 10kg. If you are travelling on a ticket with the piece system, it is generally the same as an adult allowance.

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Q. How long in advance should I check in for my flight?

A. Check in times will vary for different destinations. The average time to arrive before a flight is a minimum 3 hours before for an international flight and 1 hour for a domestic flight. If you have a domestic flight that is leaving from the international terminal, you will need to check in 2 hours prior to departure. For example all Qantas flights with the flight number between 0-399 depart out of Sydney from the International terminal. For further information please check your confirmation email or the airline website.

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Q. Which terminal am I flying from?

A. Please check your confirmation email for details. All Qantas flight numbers QF1-QF399 depart from the International Terminal. All Qantas flight numbers QF400 and above depart from the Domestic Terminal.

Please also note some Jetstar flights departing out of Brisbane airport will do so from the International Terminal. Please read your itinerary provided by the airline to ensure you proceed to the right terminal.

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Q. Which airline am I flying with?

A. Please check your confirmation email for details.

Also the 2 letter airline code preceding the flight number is an indication of the airline you will be flying on. However, sometimes, due to code share arrangements, this is not always the case.

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Q. Can I book flights that originate outside Australia?

A. Although you are not able to book such a flight online, you can contact our team on 1300 130 481 they will happily assist you with your booking. Alternatively you can send us an email with the details and someone will respond to you within 24 hours.

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Q. How can I book a stopover online?

A. Stopovers cannot be booked online. If you need to book a stopover please contact on of our team on 1300 130 481 and they will be happy to help you over the phone.

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Q. Can I use my frequent flyer points to make a flight booking?

A. To make a reservation using your frequent flyer points/air miles you will need to contact your frequent flyer program.

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Q. I've made a package holiday booking online - what happens next?

A. Your confirmation email from travel.com.au is notification that we have received your request and are processing it. The availability of this holiday is checked on a regular basis, however as the carrier is a scheduled airline we are regrettably unable to provide an instant confirmation.

If the holiday is available we will automatically process your booking and your credit card will be debited immediately. If it's not available, one of our Customer Service Experts will contact you to discuss alternatives.

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Q. Will I receive a paper ticket or an e-ticket?

A. Most airlines these days issue e-tickets. On the final page of the booking process it will confirm the type of ticket that will be issued for your flights.

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Q. What are the new restrictions for Carry-On Luggage?

A. There have been some recent changes to carry-on luggage, outlined below:

From 31 March 2007, additional security measures have been introduced. These measures apply to the carriage of liquids, aerosols and gels taken on board aircraft in carry-on baggage. These measures have been applied on all international flights leaving Australia. These measures will result in additional security checks at international airports.

Any liquids, aerosols and gels that passengers want to take in their carry-on baggage will have to comply with the following requirements:

All liquids, aerosols and gels must be in containers of 100mls or less. Passengers must carry their 100ml containers in a re- sealable transparent plastic bag of 1 litre volume (this is a re-sealable sandwich bag like those available at your local supermarket)

Each passenger, including children, will be allowed to carry on one, 1 litre transparent plastic bag. The plastic bag must be re- sealable and presented separately from all other carry-on baggage at the screening point

There are exemptions for personal medications, baby products and dietary supplements in liquid, aerosol or gel form. Some other countries have already introduced similar measures, including the United Kingdom, the United States and the European Union.

It is important to remember that some aspects of the new standards may vary from country to country and may change over time. It is important that you check this site just before you travel to ensure that you have the correct information.

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Q. What is the Customer Service phone number?

A. For all enquiries regarding an online booking please call Customer Service on 1300 130 481.

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Q. How do I make a special request during a hotel booking?

A. On the final book and pay page where you make your hotel booking, you'll see a free format box for any special requests. Please note the Special Requirements box is designed for ancillary items only. All requests (including smoking/non-smoking rooms) will be at the hotels discretion and subject to availability.

In some instances an additional charge may apply. The hotel will try to fulfill your request, and there are no guarantees, regardless of the nature of the request or your receipt of a confirmation email.

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Q. Is my hotel booking confirmed?

A. After your booking is complete you'll receive a confirmation page and confirmation email confirming your accommodation reservation.

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Q. Can I book a room if I'm under 18?

A. Both the person making the reservation and the hotel guest must be over 18yrs. The hotel guest must be able to produce a valid credit card or pay cash deposit at the check in, to cover incidentals.

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Q. How can I book a one way car hire?

A. Currently you can't book one way car rentals online. This can be done over the phone with a Travel Consultant. Please call 1300 130 481.

Please click here to send us an email with your request and our Customer Service Team will assist with your reservation. Alternatively you can call us on 1300 130 4812.

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Q. How do I unsubscribe from the travel.com.au newsletter?

A. You can unsubscribe from our free newsletter here. Simply enter your email address and select 'Unsubscribe'.

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Q. How do I subscribe?

A. You can subscribe to our free newsletter, packed with all the latest exclusive travel deals here: Subscribe.

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Q. How do I transfer my ticket into another name?

A. It is not possible to change the name of the passenger on an airline ticket on an International flight. The ticket will have to be cancelled and a new ticket will need to be purchased.

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Q. My name is spelt incorrectly on my ticket.

A.Please make sure that you book your flight ticket in the exact name as it appears in your passport. With the added security measures, it is often not possible to amend bookings and you may have to cancel and rebook your flights.

Please contact us on 1300 130 481 or click here to send us an email with all the correct details. Be sure to include your booking/reference details.

If you are travelling within the next 7 days, please contact us on 1300 130 481 with the correct spelling.

We will need to contact the airline to request a name change. If the airline permits a name change, a travel.com.au administration charge of AUD$50.00 per person will be incurred in addition to any changes levied by the airline. If they do not allow a name change, the ticket will need to be cancelled and a new ticket purchased.

If your booking is with Jetstar or Scoot, please contact the airline directly. Contact Jetstar on 131 538 or via the Manage Booking page on their website. Please contact Scoot on +612 8520 1888 or via the homepage on their website. You will need your airline reference number, as shown in your confirmation email.

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Q. I want to change the date of my flight.

A. Some fares will not permit date changes. We will need to contact the airline to request a date change.

If the fare permits a change, the airline may charge an amendment fee. In addition, travel.com.au will charge an administration fee of AUD$38.50 per person for domestic bookings, and AUD$50.00 for international flights.

In some instances the airline may not permit changes.

Please advise us of the requested change by clicking here to send us an email, or give our Customer Service team a call on 1300 130 481 and select Option 1. Be sure to include all the details of your original booking.

If you are travelling within the next 7 days, please contact our Customer Service Team on 1300 130 481. Be sure to have all your booking details ready.

If your booking is with Jetstar or Scoot, please contact the airline directly. Contact Jetstar on 131 538 or via the Manage Booking page on their website. Please contact Scoot on +612 8520 1888 or via the homepage on their website. You will need your airline reference number, as shown in your confirmation email.

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Q. I want to cancel my flight ticket.

A. In the majority of cases airlines will charge a cancellation fee if you wish to cancel your booking.

In addition, travel.com.au will charge a cancellation fee. Domestic cancellations are non-refundable and international flights will incur a AUD$250.00 fee per person.

In some instances the airline may charge a 100% cancellation fee.

To request a cancellation please email us and be sure to include all your booking details.

If your ticketed departure date is within the next 72 hours, please contact our Customer Service Team on 1300 130 481.

If your booking is with Jetstar or Scoot, please contact the airline directly. Contact Jetstar on 131 538 or via the Manage Booking page on their website. Please contact Scoot on +612 8520 1888 or via the homepage on their website. You will need your airline reference number, as shown in your confirmation email.

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Q. Can I change the passenger names after I've booked?

A. No. Airlines do not allow name changes for almost all reservations once ticketed. Please review your information carefully and make sure the name of each passenger is entered correctly. If you've made a mistake, please contact our Customer Service Team immediately on 1300 130 481.

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Q. Can I add my frequent flyer number later?

A. Yes. You can add your frequent flyer number when you check in at the airport, or by contacting the airline direct.

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Q. How do I change or cancel my Virgin Blue flight reservation?

A. Please email our Customer Service team at onlinebookings@travel.com.au with details of the amendment you are requesting. If you are travelling in the next seven days please call the team on 1300 130 481.

Please note some fares do not permit changes. Fees apply, for more details click here

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Q. Can I change or cancel a Jetstar or Scoot booking?

A. Please contact Jetstar on 131 538 or via the Manage Booking page on their website. Please contact Scoot on +612 8520 1888 or via the homepage on their website. You will need your airline reference number, which is listed in your confirmation email.

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Q. How do I change or cancel my Qantas domestic flight reservation?

A. Call our Customer Service Team on 1300 130 481 and they'll make the amendments. Fees apply. Details can be seen here.

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Q. How do I change or cancel my package holiday?

A. Once your holiday booking has been confirmed and requested dates agreed by all parties, the tour operator will debit your card. At this stage you have entered into a binding contract with the tour operator.

If you wish to cancel your holiday booking you must contact our team on 1300 130 481 for further assistance.

As part of the terms of sale, holiday operators are not obliged to accept any cancellations and you will be charged a cancellation fee by them. This cancellation fee may vary between operators, hotels and airlines. travel.com.au will also charge a cancellation fee of AUD$250.00 per person.

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Q. Can I add an extra night to my hotel stay?

A. To add an extra night to your hotel stay, you'll need to go back online and make a new booking for the extra dates. We suggest you advise the hotel of your first booking in the space provided for 'Special Requirements'.

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Q. Can I add an extra person to a hotel booking?

A. Each hotel (as sometimes each room type) may have different policy regarding extra people in a room. In some cases, it may be possible for the hotel to add a rollaway bed. This usually attracts a small, extra charge.

To check if your booking will allow an extra person, you should contact our Customer Service Team by clicking here to send us an email with all the details.

If your proposed stay is within 48 hours, please call our Customer Service Team on 1300 130 481 and they'll approach the hotel on your behalf. Please have your order number handy.

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Q. How can I change or cancel my hotel booking?

A. Most of our special rates do not accept changes or cancellations; however the cancellation policy for each hotel (and even each room type) differs.

If you wish to cancel your hotel booking you must contact our Customer Service Team on 1300 130 481 a minimum 48 hours before your arrival. Please click here to send us an email to submit this request.

e will contact the hotel on your behalf. Some hotels may accept a cancellation (with or without a cancellation charge) but it is entirely at their discretion. As part of the terms of sale, they are not obliged to accept any cancellations and you may be charged for the entire length of stay.

In the event that the hotel will allow a cancellation, you will be charged an administration fee of AUD$25.00 per booking by travel.com.au. This will be in addition to any cancellation charges the hotel may impose. travel.com.au applies an administration charge fee of AUD$25.00 per booking for any modifications or changes to your reservation. This will be regardless of the price of your reservation.

If your proposed stay is within 7 hours - then please call our Customer Support Team on 1300 130 481.

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Q. How do I change or cancel my car hire reservation?

A. Please send us an email with all the details and our Customer Service Team will assist with your reservation.

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Q. What are the delivery options for flights?

A. Which delivery option did you request? Please check the FAQ's for a full explanation of the delivery options we offer, and when you should expect to receive your documents. We cannot change your method of delivery once it has been requested.

The delivery options were:

  • E-ticket (electronic ticket)
  • pick up at our Sydney office
  • courier
  • Australia Post registered mail

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Q. What is an electronic ticket?

A. Electronic tickets are stored in the airline's computer rather than printed on paper. The service is similar to the traditional paper ticket process, but eliminates the time and hassle associated with purchasing or exchanging a paper ticket.

Because your electronic ticket is held in the airline's computer, it is impossible to forget it or lose it. More importantly, your electronic ticket cannot be stolen, saving you the cost of a replacement ticket. You do not have to wait for your ticket to be delivered to you. You collect your boarding pass when you check in

Remember, you must take personal photo identification with you.

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Q. How do I get my electronic ticket?

A. You will be sent your electronic ticket via email to the nominated email account upon making your booking. If you have not received your electronic ticket please contact us by phone and we will resend it to you. Please ensure you check your junk mail folder in the event that it was sent there.

When you arrive at the airline check in desk you will be required to present the following in order to get your boarding pass:

an official form of identification i.e. Australian photo driver's license or passport for domestic flights your passport for all international flights (including New Zealand), a printout of your confirmation page or confirmation email to show to the airline.

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Q. I've chosen Australia Post for the delivery option of my flight ticket. When will it arrive?

A. Your travel documents will be sent by Australia Post Registered Delivery. This option is only available for bookings with a departure date beyond 10 days. A signatory must be present at the address, at the time of delivery.

If this is not possible your tickets will be available for you to collect at your local Australia Post sorting office. A delivery card will be left to inform you of this, providing you with the location of the sorting office. Please take identification with you for collection.

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Q. I've chosen to have my plane ticket delivered by courier. When will it arrive?

A. A courier will arrive within 2 working days. An email will be sent on dispatch of your documents advising you of full details. A courier will not deliver to PO BOX addresses.

There will be an AUD$25.00 fee for a courier delivery.

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Q. Can I collect my ticket at the airport?

A. For security reasons, we can no longer send tickets to be collected at the airport. You'll have to make a selection from one of the other ticketing and delivery options.

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Q. I've chosen to collect my ticket from the Sydney office. Where do I do this?

A. You travel documents will be available for collection at:

travel.com.au
173-185 Sussex St
Sydney NSW, 2000
Opening hours are Monday - Friday between 8.30am and 5.30pm.

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Q. What do I do if I have a complaint?

A. Please click here with your details or feel free to call our Customer Service team on 1300 130 481.

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Q. How can I send some feedback?

A. Please send us an email by clicking here and provide as many details as possible.

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Q. I'm having problems booking my flight online. Can I book it over the phone?

A. If the online flight is available you can speak to one of our Customer Support agents on 1300 130 481. They will talk you through the process and do the booking over the phone on your behalf.

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Q. I am having problems browsing your website due to my pop up blocker and cookies. How do I get a solution to this?

A. When you visit our website, we issue a cookie which acts an identifier and passport for your browser. A cookie is a small file which remains on your computer and contains information enabling our website to recognise your browser. To make a purchase or browse availability on our site you will need to ensure you have cookies enabled.

You can find instructions on how to enable cookies here: http://www.google.com/cookies.

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Q. I have been charged incorrectly.

A. We will need to investigate. Evidence of the charge will be required. Please lodge an enquiry by emailing us with all the details. Or give us a call on 1300 130 481.

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Q. What fees will travel.com.au charge for making, changing or cancelling a booking?

A. Information on all our fees for bookings, charges and cancellations can be found below.

Online Bookings Fees and Charges - Online Fees and Charges Schedule.

Travel Expert Fees and charges - Travel Expert Fees and charges Schedule.

If your booking is with Jetstar or Scoot, please contact the airline directly. Contact Jetstar on 131 538 or via the Manage Booking page on their website. Please contact Scoot on +612 8520 1888 or via the homepage on their website. You will need your airline reference number, as shown in your confirmation email.

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Q. What is the Qantas credit card fee?

A. For bookings made within Australia, Qantas will charge an additional credit card fee of AUD$7.70 for domestic and Trans-Tasman bookings. This is per passenger per booking and is included in the Taxes and Charges component. You'll see this prior to confirming your booking.

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Q. Are my payment details secure?

A. Yes, travel.com.au is completely secure as we utilise SSL technology. More information can be found here. Payment Security.

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Q. When will my credit card be charged?

A. Your card will be charged as soon as all components of your holiday are confirmed exactly as requested.

If your requested dates are not available for a package holiday, someone from our customer service team will contact you to offer alternatives.

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Q. Will I be charged a courier fee if I purchased an e-ticket?

A. Please note that you will only be charged the AUD$25.00 courier fee if you are issued with paper tickets and select them to be couriered to your residential or business address. If you are issued with an Electronic ticket you will not be charged and the courier fee will be deducted from the final price. This will be reflected in your confirmation email which will have the accurate payment information.

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Q. What credit cards do you accept?

A. travel.com.au accepts Visa, Mastercard, American Express and Diners for online bookings. If you are booking with a Travel Expert, it may also be possible to pay by Bpay.

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Q. Do the hotel rates include GST?

A. Yes. All Australian hotel rates include GST.

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