Please read the following “Cancellation Terms and Conditions” carefully, as they contain important information about your legal rights, remedies, and obligations. You must not make any booking unless you understand and agree with the following Terms and Conditions. References to “Cruiseabout”, “us”, “we” and/or “our” in these Terms and Conditions shall mean Flight Centre Travel Group Limited and its wholly owned subsidiaries. References to “you” and “your” in these Terms and Conditions shall mean the customer.
By making any booking, you agree to comply with and be bound by these Terms and Conditions. These Terms and Conditions apply to any changes and/or cancellations you make with our consultants (in-store, over the phone or by email) as well as online bookings you make on our website.
Note that these Terms and Conditions do not apply to any bookings you make with Flight Centre’s “Flight Centre Independent” or “Travel Associates at Home” independent contractors, or any Travel Associates franchised stores, as these are each independent businesses (not owned by Flight Centre Travel Group Limited), and they will have their own terms and conditions that will apply to any bookings you make with them.
We will rely on the authority of the person making the booking to act on behalf of any other traveller on the booking (regardless of whether other travellers have made separate payments) and that person will bind all such travellers to these Terms and Conditions.
1. Our Change and Cancellation Fees:
Subject to your refund and remedy rights under the Australian Consumer Law, the following change or cancellation fees will apply to your booking (including online bookings and bookings made with a consultant), as set out in sections 11 to 15 below:
- Changes to bookings will incur a fee of $75 per person, per change in addition to any travel service provider fees.
- Cancellations of any and all bookings will incur a fee of $300 per person in addition to any travel service provider fees.
These change and cancellation fees reflect the reasonable, direct and indirect costs, time and effort incurred or involved in us providing booking and advisory services to you, as well as processing and managing the changes to, or cancellation of, your booking.
If you wish to change or cancel a booking that has been booked online and paid for using PayPal, you must contact our Online Customer Service Team on 1300 052 966. Any fees for such change or cancellation must be made via credit card and will attract the applicable credit card surcharge.
All bookings are made on your behalf subject to the terms and conditions imposed by the travel service provider. If, for example, a travel service provider’s terms and conditions contain a “no refund policy”, we will only be able to provide you with the remedy provided by the travel service provider (if any), which may include a travel credit supplied by the travel service provider.
2. Travel service provider Change and Cancellation Fees:
Changed or cancelled bookings for any reason (including by reason of matters outside your or our control) may also incur travel service provider fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Travel service provider fees may also apply where a booking is changed for any reason and when tickets or documents are re-issued. Where we incur any liability for a travel service provider change or cancellation fee for any booking which is changed or cancelled for any reason, you agree to indemnify us for the amount of that fee. Where you seek a refund for a changed or cancelled booking for which payment has been made to the travel service provider, we will not provide a refund to you until we receive the funds from that travel service provider (which may take 12 weeks, or longer, dependent upon the travel service provider’s processing time). In the event we are still holding the funds, we can only provide you with a refund once we are authorised by the travel service provider to process your refund, subject to that travel service provider’s change or cancellation policy.
3. Change or Cancellation by You:
If you change any aspect of your booking, we will do our best to accommodate your request, but it may not always be possible. All changes will be subject to any applicable travel service provider fees and Cruiseabout change fees set out above, and you will be responsible for any increase in pricing that may occur as a result of your change request.
If you cancel any aspect of your booking, you will forfeit your deposit and you will be required to pay any applicable travel service provider fees and Cruiseabout cancellation fees set out above, and we will provide you with a refund for the remaining funds (if any). Alternatively, Cruiseabout or the travel service provider may offer you a travel credit for the full amount paid by you without applying any applicable travel service provider fees or Cruiseabout cancellation fees. If your deposit or booking is refundable, this is subject to Cruiseabout having received the funds from the travel service provider and/or being authorised by the travel service provider to refund your deposit or booking funds.
For instant purchase or non-refundable bookings, if you cancel any aspect of your booking, you will not be entitled to a refund, travel credit or other remedy from the travel service provider and/or Cruiseabout.
4. Change or Cancellation by a travel service provider:
The following terms apply to a cancellation by a travel service provider, except in the event of unavoidable or extraordinary circumstances (which are dealt with in sections 14 and 15 below).
To the extent permitted by applicable law, if your booking is cancelled by a travel service provider, the travel service provider will generally offer you in the first instance alternative travel arrangements of comparable standard if available (and will refund any price difference if the alternative is of a lower value), or a travel credit for the full amount paid by you. Alternatively, subject to the travel service provider’s change or cancellation policy, the travel service provider may offer you a refund of all money paid by you in respect of the booking, from which the travel service provider and/or Cruiseabout will deduct any unrecoverable costs, and any applicable travel service provider fees and Cruiseabout cancellation fees set out above.
“Unrecoverable costs” means all reasonable, direct and indirect costs we have incurred in relation to your booking, and includes amounts paid by Cruiseabout to other relevant travel service providers who are responsible for components of your booking and which may be non-refundable. For example, costs paid to overseas in-destination tour or transfer operators.
For instant purchase or non-refundable bookings, if your booking is cancelled by a travel service provider, subject to the travel service provider’s change or cancellation policy, you may not be entitled to a refund, travel credit or other remedy from the travel service provider and/or Cruiseabout.
5. Unavoidable or Extraordinary Circumstances:
In the event of unavoidable or extraordinary circumstances, a travel service provider may materially modify or cancel your booking as set out below.
In these Booking Terms and Conditions “unavoidable or extraordinary circumstances” means any cause outside a travel service provider’s reasonable control which could not have been prevented or avoided even if all reasonable measures had been taken by the travel service provider (including, but not limited to, war, threat of war, riot, civil disturbances, industrial dispute, terrorist activity and its consequences, plague, epidemic, pandemic, infectious disease outbreak or any other public health crisis (including quarantine or other employee restrictions), natural or other disaster (such as volcanic ash or hurricanes or similar events), nuclear incident, fire or bushfires, adverse weather conditions (actual or threatened, including snow and fog), closed or congested airports or ports or other modes of transport, unavoidable technical problems with transport, unforeseen alterations to transport schedules, transportation disruptions or cancellations, domestic and/or international travel restrictions, changes to travel advisories and restrictions, changes to health advisories and quarantines, changes to immigration, labour and free-movement laws resulting from BREXIT, rescheduling of aircraft or boats or other modes of transport, changes to applicable laws and/or other government mandates (including evacuation orders and border closures), and similar events).
A material modification is one that has a serious impact on your booking and would cause substantial inconvenience to you (including a change of departure date, departure point or airport, or change of departure time of more than 12 hours).
6. Cancellation due to Unavoidable or Extraordinary Circumstances:
If your booking is cancelled due to unavoidable or extraordinary circumstances, either the travel service provider will offer you a travel credit or Cruiseabout may, subject to Cruiseabout’s hardship policy, offer you a Cruiseabout travel credit for the full amount paid by you.
These terms were last updated on 28 November 2023.