Booking Terms & Conditions

REGARDING OUR ADVERTISED PACKAGES & ONLINE BROCHURES:

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.  References to "us", "we" and/or "our" in these booking terms and conditions shall mean Flight Centre Travel Group Limited trading as Infinity Holidays.

In addition to our booking terms and conditions your travel agent will have their own terms and conditions which will apply to any booking you make through them.  Please make yourself aware of any such terms and conditions.

Marketing Collateral - Website, Brochures and Printed Marketing Material:

While Infinity Holidays has exercised reasonable care and skill to ensure that the contents of its marketing collateral is correct, accurate and up-to-date at the time of publishing, please note that the content is based on information supplied to us by third-party suppliers and we do not have, and cannot be reasonably expected to have, personal knowledge about all of the facilities or services provided by each supplier; and facilities or services may change after the date of publication.  Prior to making a booking, you should check with your travel agent for all up-to-date prices and inclusions.  Whilst every effort is made to ensure the accuracy and currency of the information in our marketing collateral, errors or omissions may occur.  Infinity Holidays disclaims all liability to any party for loss or damage resulting from such errors and omissions.  Where we become aware of any errors or omissions we will notify our retail partners.  All prices and content in the marketing collateral is subject to change.

Booking Arrangements:

To make a booking, select the holiday of your choice and contact your licensed or AFTA travel agent who will request a reservation for you.  All reservations are subject to availability at the time of booking.  Any verbal quote given is an estimate only and can only be confirmed when the reservation is confirmed and the deposit is received for Flexible priced products, or full payment received for Restrictive priced products.  When a booking is made, the person making the booking is deemed to have accepted these terms and conditions on behalf of all people named in the booking.  The contract will be governed by and subject to these terms and conditions.  No variations to these terms and conditions will be of any effect unless made in writing and with the authority of Infinity Holidays.  All communications from us will be sent to your travel agent.  Your travel agent will, on receipt of any holiday monies, hold such monies for each and every person named in the booking until that booking is confirmed, at which time those monies shall be promptly remitted by your travel agent to Infinity Holidays.

PRICES:

All prices are subject to availability and can be withdrawn or varied without notice.  Prices are in Australian dollars and are valid for travel departing Australia (unless otherwise stated).  Unless otherwise stated, prices are inclusive of applicable taxes and charges that apply to your booking as at the date of quoting, but they do not include any fees for optional items which are payable directly to third parties. 

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 agent for up‐to‐date prices. 

Prices are valid for travel during the specified travel dates.  A single supplement may apply.  Child prices are based on two adults and one child sharing existing bedding, unless otherwise specified.  Charges may apply for roll-away beds, cots or additional bedding.  Please contact your travel agent for up-to-date prices.

PLEASE NOTE - tax and/or surcharge amendments enforced by third party suppliers may be applied to bookings even after full payment has been received.  For all payments converted from foreign currency into Australian dollars, if a cancellation arises, the refund amount will be processed back to the traveller at the exchange rate at which it was collected from the traveller.

Due to currency fluctuations quotes are valid for 24 hours only and are subject to availability at the time of booking.

We use a range of contractors, suppliers and third party online connectors to offer the widest range of products with competitive pricing.  Our prices fall under two general categories, Flexible and Restrictive.  These rate categories are communicated to our retail travel partners, and it is your responsibility to check and confirm that you understand the pricing structure at the time of booking.  A booking may have a mix of Flexible and Restrictive components, where this is the case, individual policies apply.

  • Flexible pricing: The price is guaranteed at the time your reservation is confirmed, provided deposit payment is made within 7 days of your reservation.  Final payment is required at least 40 days prior to departure or unless otherwise stated.  Standard deposit and final payment schedules, as well as standard cancellation and amendment fees apply.
  • Restrictive pricing: Prices are either instant purchase or have a short final payment deadline.  Restrictive products can include, but are not limited to, airfares, instant-purchase hotel rates, Expedia bookings, Blue Beds bookings, sports and event packages and bookings made during peak holiday periods.  Restrictive priced products over-ride our standard deposit and final payment schedules.  Cancellation and amendments fees will vary depending on the booked component.

Our Change and Cancellation Fees:

Subject to your refund and remedy rights under the Australian Consumer Law, the following fees apply if we change or cancel a booking at your request (including online bookings and bookings made with a travel agent:

  • International: after full payment, the cancellation fee on packages will be $100 per person in addition to supplier fees.  Supplier fees may include hotels, land arrangements, airlines, rail companies and/or cruise operators.
  • Domestic travel: after full payment, the cancellation fee on packages will be $55 per person in addition to supplier fees on the land portion of your booking.  Domestic airfares are non-refundable (subject to your refund and remedy rights under the Australian Consumer Law). 

Your travel agent may also impose cancellation fees, please ask your travel agent for details.

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 the traveller changes or cancels, the traveller agrees to indemnify us for the amount of that fee.  Where the traveller seeks a refund for a cancelled booking for which payment has been made to the supplier, we will not provide a refund to the traveller until we receive the funds from that supplier.

Deposits and Final Payment:

Travellers will be required to pay a deposit or deposits when booking.  A deposit of $100 per person for international bookings and $55 per person for domestic bookings is payable within seven days of confirmation of the reservation, unless otherwise stated.  For cruise bookings or rail package bookings, deposits will vary and are set by the supplier.  You will be notified at the time of your reservation if any additional deposit requirements apply.  All deposits are non-refundable for changes of mind or cancellations by you (subject to your rights under the Australian Consumer Law).  Full payment is required at least 40 days prior to departure unless otherwise stated.  Restrictive priced components, such as airfares or services must be paid in full at the time of booking.  If we have to change any part of your booking for reasons beyond our control, for example if an airline changes its schedules, if a hotelier overbooks hotel accommodation or if there are any changes in applicable taxes or charges, we will notify you.  If any such changes result in your holiday costing more or otherwise being materially different from that originally booked, then you may cancel the holiday and we will refund any monies already paid less any charges levied by suppliers.

 If travellers do not pay us the deposit or their balance by the due date, we reserve the right to treat their booking as cancelled and to apply the appropriate cancellation charges.  A deposit holds services requested but does not guarantee prices.  Bookings made within 30 days of departure will only be accepted if full payment is received by Infinity Holidays at the time of reservation.  The price may change at any time until the full payment is received and tickets are issued.

Amendments:

An amendment is a change to an existing booking with the same inclusions. Any supplier or airline amendment fees will be charged.  A transfer to another package may be treated as a cancellation and operator cancellation fees may apply.  If the new package is of greater value and no operator fees apply, there will be no amendment/reissue fee.

Refunds:

Subject to the travellers refund and remedy rights under the Australian Consumer Law, no refund is available for cancellations after travel has commenced or in respect of any tours, accommodation, meals or any other services not utilised.  Some holiday packages consist of a combined airfare and land/tour component which cannot be sold and subsequently cancelled and/or refunded separately.  Subject to the travellers refund and remedy rights under the Australian Consumer Law, requests for refunds received more than six months after the departure date for travel will not be accepted.  All refunds will be processed via your booking travel agent.

Payments by Credit Card:

Our products are sold through registered travel agents.  Credit card surcharges may apply at your point of sale.  Please ask your travel agent for details.

Passports and Visas:

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.  It is important that you ensure that all travellers 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 the traveller’s 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 travel agent know.

Travel Documents:

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 tickets must be issued in the name of the passport/photo identity holder.  Some carriers will deny carriage if the name varies and the booking may be cancelled.  Please review travel documentation carefully and advise us immediately of any errors in names, dates or timings.  It is your responsibility to collect all travel documents prior to travel.

Travel Insurance:

We strongly recommend that all travellers take out appropriate travel insurance to cover their travel arrangements.  Travel insurance is also strongly recommended by the Ministry of Foreign Affairs and Trade for all overseas travel.  Please speak to your travel agent about appropriate travel insurance at the time of booking.  

Travel Advice:

We make no representations as to the safety, conditions or other issues that may exist at any destination.  We recommend that travellers contact the Department of Foreign Affairs and Trade (DFAT) 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 they wish to visit.  Travellers can also register their travel plans with DFAT, so that they may be more easily contacted in an emergency.

Health:

It is the traveller’s responsibility to ensure that they are aware of any health requirements for their travel destinations and to ensure that they carry all necessary vaccination documentation.

Agency:

Infinity Holidays puts together holiday packages but is not itself a transport, tour, event or accommodation provider: we act only as an agent for those service providers.  Our obligation to you is to (and you authorise us to) make travel bookings on your behalf and to arrange relevant contracts between travellers and travel service providers, which you agree may be evidenced by a printed voucher or an email advising of confirmation of booking.  It is therefore important for travellers to obtain and read the service providers’ terms and conditions applicable to the products in their package.  Make sure you are aware of any exclusions or limitations of liability imposed by the service providers, some of which may limit or exclude liability in respect of death, personal injury, delay and loss or damage to baggage.  We exercise care in the selection of reputable service providers, but we are not ourselves a provider of travel services, we have no control over the products or services provided by these service providers, and do not make or give any warranty or representation regarding the standard of those products or services. All bookings are made on the traveller’s behalf subject to the terms and conditions, including conditions of carriage and limitations of liability, imposed by these service providers.  We can provide the traveller with copies of the relevant service provider terms and conditions on request.  The traveller’s 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 the traveller has contracted, the traveller’s rights are against that provider and not against us.

Liability:

To the extent permitted by law, neither Infinity Holidays 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 the consumer’s 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).

Not Included in Price of Holiday:

All passengers are responsible for the cost of their own travel arrangements to and from their departure point (as set out in the relevant marketing collateral).  The cost of anything not specifically noted as being included in the holiday package is at the traveller’s expense.

Product Descriptions:

Product descriptions featured in our marketing collateral are based on information provided by third party suppliers.  Any facilities shown as included are subject to change at any time.  Tours may not operate on certain dates, and durations and departure times are approximate only.  The standard of accommodation and other services is based on various factors, which are generally accepted as indicative of a certain class.  However, Infinity Holidays does not guarantee the standard, class or fitness for purpose of that accommodation or service.

Maps and Photographs:

Maps are shown for general information and are an indication only.  They may not necessarily reflect actual routings, hotel and attraction locations or services provided.  Photographs show places in the geographic areas, but are not necessarily included in the holiday.  Hotel room photographs are representative only, and the actual rooms occupied may vary in decor and inclusions from those shown.  Many images are supplied courtesy of tourist bureaus, hotels and tour operators.

Taxes:

Certain taxes are mandatory in various countries. There may also be an additional local tax charged at some airports.  All taxes are subject to change without notice.  Airline taxes will be confirmed at the time your airline ticket is issued.  All prices and charges in our marketing collateral include GST where applicable.

Special Requirements:

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

Pre-Departure Contact/Schedule Changes:

Please ensure your travel agent advises Infinity Holidays of a telephone number or email address where you can be reached within 24 hours prior to your departure from Australia.

Service guarantees:

Our booking and advisory services come with a guarantee that: they will be provided with reasonable care and skill; they will be fit for the particular purpose; they will be charged a reasonable price (when the price is not set); and they will be completed within a reasonable time.  If we fail to meet any of these guarantees, travellers have rights under the Australian Consumer Law.

Privacy Policy:

We are committed to protecting your personal information and agree to handle your personal information in accordance with our Privacy Policy, which is available online at www.infinityholidays.com.au/conditions/privacy-policy or ask your travel agent for details.  By providing 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 the traveller’s personal information in the country in which they will provide the services to the traveller 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 and/or to enable the performance of administrative and technical services by them on your behalf.  Where we disclose your personal information to any person (including any 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.

Baggage and airfare ancillaries:

Carriers publish baggage allowances applicable for carriage over their own services.  Allowances on full-service carriers include cabin baggage and checked baggage.  These allowances tend to be based on a weight allowance or a piece system.  We recommend you check your baggage allowance carefully, as you may incur a charge for the carriage of baggage in excess of the carrier’s free baggage allowance.  Carriers also publish baggage safety notices, which detail items that cannot be carried or can only be carried in checked baggage.  Again, we recommend you ask your chosen carrier about the applicable baggage safety requirements.  Not all airlines include checked baggage in the cost of the ticket.  Where applicable, Infinity Holidays can assist with pre-booking checked baggage and onboard ancillaries such as meals and entertainment.  Where baggage and onboard ancillaries have been pre-purchased through Infinity Holidays, the carrier remains responsible for the provision of these services.

My Time:

All standard and unique My Time service inclusions and bonus offers are provided by our third party suppliers to Infinity Holidays’ customers and are subject to availability.  My Time third party suppliers may (in their sole discretion) substitute any of the offers for any other offer that is available for similar or no face value.  Alcohol related offers are subject to local minimum age restrictions.  Minimum stay offers are based on paid nights.  All offers have no cash value, may not be combinable with other offers and are non transferable.  Unused offers have no surrender value and are not redeemable for cash.  In-resort purchases may not include local tax and service changes.

BlueBeds: 

From time to time, we will publish certain special offers under our BlueBeds brand via our retail travel agent-only hotel connector, i-compare.  Properties sold under our BlueBeds branding are limited, short-time offers and are sold under our Restrictive pricing category.

Monies Not Held On Trust:

All monies paid by you to us will be the property of Infinity Holidays 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 its own and/or other customer monies.

Governing Law:

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.

Assistance:

For all queries related to your booking, please contact your travel agent directly.  For urgent after hours assistance related to your booking contact Flight Centre Assist on 0800 322 774 or from overseas +61 7 3170 7850.

Acknowledgement: 

You acknowledge that you are 18 years of age or older and that you understand and agree with the above terms and conditions and our Privacy Policy. Flight Centre Travel Group Limited (ABN 25 003 377 188) trading as Infinity Holidays.  ATAS – Travel Accredited No. A10412.

 

These terms were last updated on 17 April 2018.