Booking Terms & Conditions
Please read the following terms and conditions carefully. You must not make any booking unless you understand and agree with the following terms and conditions. The person making the booking will be deemed to have accepted these Booking Terms and Conditions on behalf of all travellers named in the booking.
Passports & Visas
All travellers must have a valid passport for international travel. Many countries require at least 6 months validity from the date of return and some countries require 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 advise us or your Travel Expert. It is important to ensure 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 contact your Travel Expert. We can provide you with general information on visa and passport requirements that apply to international travel bookings you make with us. Your Travel Expert can also obtain more specific information from an external visa advisory service provider on your behalf (if you wish, we can obtain visas for you through this external and service and fees will apply). We do not warrant the accuracy of information provided by any external service 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).
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 requirements of ESTA and may be required to obtain a visa.
We strongly recommend that you take out appropriate travel insurance to cover your travel arrangements. Travel Insurance is also strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel. We are an authorised representative of CoverMore Travel Insurance Services Pty Ltd, Australian Financial Services Licence number 241713, on whose behalf we act. You must obtain a Product Disclosure Statement relating to the travel insurance product you are considering purchasing and should read that document before making any decision about whether to acquire the product. Your Travel Expert can provide you with general information about the travel insurance options available to you.
It is your responsibility to ensure you have adequate travel insurance for your journey. To take out travel insurance through us, please contact your Travel Expert.
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 centre 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.smarttraveller.gov.au).
All prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once paid for in full. 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 increases. Please contact your Travel Expert for up to date prices.
Amendment and Cancellation Fees
Cancelled bookings may incur charges. These charges can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Fees and extra charges 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 or charge for any booking which you cancel, you agree to indemnify us for the amount of that fee or charge. 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. This clause is subject to any rights you may have to a refund or remedy under the Competition and Consumer Act 2010 (Cth).
Payments by Credit Card
If payment is made using American Express, Diner’s Club, MasterCard or Visa, a credit card surcharge will apply. Please confirm the applicable surcharge at the time of payment with your Travel Expert. You authorise us to charge all fees incurred by you in relation to the services provided 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 on demand. You indemnify us against any loss that may be experienced by us due to any fraudulent use or otherwise of that credit card.
Payments by Direct Deposit
Please note that payments by Direct Deposit take up to 3 business days to process. 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 your Travel Expert of your payment once it has been made.
Payments by Cheque
Please note that cheque payments require 5 business days to process. If you are paying by this method you will need to make the payment at least 5 business days prior to the actual due date. 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 of cancellation fees, before refunding the balance to you.
Airline taxes are subject to change and are confirmed at the time your airline ticket is issued or re-issued. There may also be a local tax charged at some airports.
We act as an agent only. We 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, and as agent for all of our wholesalers. Our obligation to you is to (and you expressly authorise us to) make travel bookings as agent on your behalf and to arrange relevant contracts between you and travel service providers. We have no responsibility for these services nor do we make or give any warranty or representation regarding their standard. All bookings are made on your behalf subject to the terms and conditions 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 recourse for travel services is against the specific provider and, except to the extent a problem is caused by fault on our part, 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 remedy lies against the provider and not with us.
To the extent permitted by law, we do not 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 consumer laws. This liability clause is subject to, 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 Travel Expert regarding any special requirements you may have for your travel arrangements such as special meal and seating requests.
Please advise your Travel Expert of your loyalty program membership details (air, hotel or car) for inclusion in your booking. Please check your 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 and timings. You must ensure you have all your travel documents and e-tickets prior to travel. Please let us know if you believe you have not received any required documentation.
It is your responsibility to contact the airline prior to travel to ensure the scheduled departure time has not changed.
Monies Not Held On Trust
All monies paid by you to us will be the property of us and will be a debt due and 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 in relation to the agreement 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 30 May 2021.
Check In Procedures
For all airlines, please proceed to the airline’s check-in counter with your travel documents and the following identification:
- For domestic travel, valid photo ID with full name
- For international travel, a valid passport
Due to security measures, you should check in a minimum of:
- 60 minutes for domestic departures,
- 90 minutes for domestic travel from an international terminal,
- 2 hours for international travel,
- 3 hours when travelling in North America
Please note that with current security arrangements differing around the world, some airlines and airports require earlier check-in. If in doubt, call the airline to check.
A no-show for your flight may cause all onward reservations to be cancelled. You may also be required to upgrade your ticket to a higher fare type.
Terminal Assistance – Sydney
Flights QF1-QF399 operate from Terminal 1 (Sydney International terminal)
Flights QF400-QF1599 operate from Terminal 3 (Qantas Domestic terminal)
Virgin Australia, Regional Express, Aeropelican, Horizon, Qantas QF1600 and above, Jetstar, and QF5000 (Jetstar) operate from Terminal 2.
Terminal Assistance – All Other Australian Cities
Qantas flights QF1-QF399 operate from the International Terminal.
Domestic flights with all other airlines and Qantas Flights QF400 and above operate from the Domestic terminal.
Seating and Meal Preferences
Seating and meal preference requests are not guaranteed by airlines and may be changed without notice. Your preferences are maintained via your membership details with the specific airline. Please ensure your preferences are up to date to ensure reward points, seating and meal requirements are current.
Airport Security and Carry-on Baggage on International Flights
To increase your safety, strict regulations are in place regarding the carrying of liquids, aerosols and gels as hand luggage on all international flights into and out of Australia. These rules are needed to protect you from the threat of liquid explosives.
Please check with your Travel Expert or airline for further information or refer to http://travelsecure.infrastructure.gov.au/.
Domestic Baggage Allowance
Qantas Economy Class:1 piece of cabin luggage weighing 7kgs + 1 piece of checked luggage weighing 23kgs.
Business Class/Silver/Gold/Platinum frequent flyer receive extra baggage concessions. Please contact your Travel Expert for additional information.
Virgin Australia /Jetstar Economy Class both have specific baggage requirements depending on the appropriate fare purchased. Please contact your Travel Expert for additional information.
International Baggage Allowance
Qantas Economy Class:1 piece of cabin luggage weighing 7kgs +1 piece of checked luggage weighing 23kgs.
Business Class/Silver/Gold/Platinum frequent flyer receive extra baggage concessions. Please contact your Travel Expert for additional information.
Other international carriers offer varied baggage allowances based on specific fares purchased or destination travelled ie USA. Please contact your Travel Expert for additional information.
Please note that baggage allowances are subject to change from time to time.
Hotel Guarantees & Cancellations
At the time of making your hotel reservation, 1000 Mile Travel Group will either secure the booking using your company credit card number or guarantee your booking with the 1000 Mile Travel Group agency guarantee. Hotel reservation terms and conditions vary depending on the property and rate booked. If we do not have a credit card to guarantee your late arrival, the hotel may cancel your reservation after their standard check in time passes. If you intend arriving at your accommodation later than 6pm please contact the hotel to advise. Should you “no show” for your hotel reservation, cancellation penalties and/or charges may apply. Please refer to your itinerary for the cancellation policy relating to your hotel booking(s).
After Hours Assistance
Australia: call +61 386 521 324
Overseas: call +61 386 521 324
PLEASE NOTE: Between 6pm-8am AEST week days and on weekends and public holidays, our After Hours Service Team can action bookings or amendments.