Terms & Conditions
Last updated: 30 September 2026
Please read these Terms and Conditions carefully. By making a booking with Flights R us (“we”, “us”, “our”), IATA Accredited Agent, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
These Terms apply to all bookings made over the phone, by email or through our website.
The person making the booking warrants that they have full authority to act on behalf of all travellers and binds all travellers to these Terms and Conditions.
Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.
Contents
1Phone Calls
- All inbound and outbound calls are recorded for training, security and quality assurance.
- We do not accept calls from hidden or private numbers for fraud-prevention and verification reasons.
2Passports, Visas & Entry Requirements
Traveller responsibility. You are solely responsible for ensuring you meet all passport, visa, entry, transit and health requirements for every country you visit.
- Many countries require at least 6 months passport validity beyond the return date.
- Some countries require machine-readable or biometric passports.
- You must check entry, transit and visa rules before booking.
- If you do not hold an Australian passport, you must advise us at the time of enquiry or booking.
Disclaimer. We do not provide immigration or legal advice. Any penalties, costs, delays or losses arising from incorrect documentation are your responsibility, unless caused by our error.
3Travel Insurance
We strongly recommend that all travellers obtain comprehensive travel insurance covering:
- cancellation
- overseas medical & hospital
- repatriation
- lost baggage
- personal liability
- delays and interruptions
This recommendation aligns with DFAT (Department of Foreign Affairs and Trade) guidelines.
4Travel Advice
You are encouraged to consult www.smartraveller.gov.au for the latest entry rules, safety levels, travel alerts and health advice. We also recommend registering your travel with DFAT before departure.
5Prices
- All prices are subject to change until paid in full.
- Airline availability and seat inventory change constantly — fares cannot be guaranteed until ticketed.
- For this reason, we do not issue fixed written quotations, as prices and availability may change at any moment.
Price changes may occur due to airline-controlled fare updates, taxes and surcharges, currency exchange movements and fuel surcharges. Always check with your consultant for up-to-date pricing.
6Passenger Age Categories
| Category | Age |
|---|---|
| Infant | Under 2 years (must not turn 2 during travel) |
| Child | 2–11 years (must not turn 12 during travel) |
| Adult | 12 years and above |
- Each adult may accompany a maximum of two infants.
- If travelling with two infants, one infant must occupy a purchased seat using an approved aircraft child car seat (e.g. FAA, EASA or CASA approved).
7Changes, Refunds & Cancellation Fees
About our service fees. Our service fees recover the reasonable administrative and processing costs of the work we do on your booking — for example assessing fare rules, refund applications, reissue calculations, GDS processing, follow-up with airlines and suppliers, and communicating with you. The fee charged depends on the level of work required and will not exceed the amounts below. Service fees are in addition to any airline penalties and may be reduced or waived at our discretion.
A. Refunds (per ticket)
| Situation | Economy | Business / First |
|---|---|---|
| Voluntary refund (you request it) | Up to $350 + airline penalties | Up to $500 + airline penalties |
| Involuntary refund (airline cancels or changes your flight) | Up to $350 | Up to $500 |
Where the airline cancels or significantly changes your flight, a service fee is charged only for the work we actually perform to process your refund. Note: some airlines do not refund YQ/YR taxes.
B. Ticket Changes (per ticket)
| Situation | Fee |
|---|---|
| Voluntary change (you request it) | $150 + airline penalties + any fare difference |
| Involuntary change (airline schedule change) | $150 |
Where the airline changes your schedule, a service fee is charged only where we perform rebooking or reissue work on your behalf. Our service fee applies even if the airline waives its own change penalty.
C. Extraordinary Circumstances / Force Majeure
Including but not limited to war, conflict, civil unrest, pandemic, natural disaster or government-imposed travel restrictions:
- Fees will be applied flexibly and assessed case by case, based on the level of work required and the impact of the disruption.
- We will make every reasonable effort to minimise fees, and they may be reduced or waived entirely at our discretion.
- Refund and rebooking timelines are subject to airline and supplier processing times and are outside our control.
- We will continue to monitor bookings and provide updates where possible.
D. Effect of Reissues on Future Refunds
When a ticket is reissued or changed, any airline change penalties, service fees or fare differences paid at the time of reissue are non-refundable. If a reissued ticket is later cancelled, any refund (where permitted by the airline) is calculated only on the remaining base fare and refundable taxes — not including previously paid airline penalties, reissue or change fees, service fees, or fare differences paid during reissue.
Reissuing a ticket does not increase the original fare value, create additional credit or improve refundability. All refunds remain subject to the original and revised fare rules imposed by the airline.
E. Additional Fees
| Item | Fee |
|---|---|
| Cancellation within 2 hours of booking | $250 (except where caused by our error) |
| No-show | Airline penalties up to 100% of fare value |
| Non-refundable fares | Economy Saver and certain restricted fares |
F. Name Corrections
- Up to 2 letters only
- $150 service fee + any airline penalties
- All changes subject to airline approval
8Holiday Packages & Consultation Fees
Holiday package research and consultation is charged at $150 per hour, covering itinerary planning, flight research, hotel research, transfers and activity planning.
This fee is deducted from the final amount if you proceed with the booking.
9Supplier Change & Cancellation Fees
Airlines and travel suppliers may impose change fees, cancellation penalties and reissue fees. These may be up to 100% of the booking value, depending on fare rules.
If suppliers impose fees due to changes or cancellations you request, you agree to indemnify us for the supplier charges. Refunds cannot be processed until funds are released from the supplier.
10Our Role as an Agent
Flights R us acts solely as an agent for airlines, hotels, tour operators and other travel suppliers. We arrange travel services on your behalf; your contract is directly with each travel supplier.
We are not responsible for:
- airline delays or cancellations
- schedule changes
- denied boarding
- immigration or customs decisions
- supplier errors or service quality
- lost, damaged or delayed baggage
- changes in airline rules or policies
Your remedy lies with the travel supplier unless the issue arises from our fault.
11Payments
Accepted payment methods:
- Bank transfer
- Cash bank deposit
We do not accept credit or debit card payments.
- Deposits are non-refundable unless required under the Australian Consumer Law.
- Final payment is required within 24 hours of booking unless otherwise stated.
- Some fares require full payment immediately at the time of booking.
- Tickets, changes and refunds cannot be processed until all applicable fares and fees have been paid.
Protect yourself from payment scams: we will never change our bank details by email or text. Before making any transfer, always call us on 02 8880 4005 to confirm our bank details.
12Taxes
- Airline taxes are confirmed only at ticket issuance.
- Some countries require payment of local airport taxes in cash upon departure or arrival. Such costs are the traveller’s responsibility.
13Privacy Policy
We are committed to protecting your personal information. We handle personal information in accordance with our Privacy Policy, available on our website or on request by phone or email. By providing personal information to us, you acknowledge that our Privacy Policy applies to how we collect, use, store and disclose your information, and you consent to these practices.
To arrange your travel services (including international bookings), we may need to disclose your personal information to overseas recipients, including but not limited to airlines, hotels and accommodation providers, tour operators, destination management companies, global distribution systems and other travel service suppliers. These suppliers may be located in, or may store your information in, the country where the service is provided or where their operations are based.
We may also disclose your personal information to trusted service providers who perform functions on our behalf, including payment processors, ticketing systems, fraud prevention services, and IT, administrative and technical support providers. Such disclosures are made solely to facilitate your booking and to provide travel services to you.
While overseas recipients may not be subject to Australian privacy laws, we take reasonable steps to ensure that any personal information disclosed internationally is handled securely and in accordance with our Privacy Policy. In this section, “disclose” includes transfer, share, send, provide access to, or otherwise make available.
Australian Privacy Law & GDPR Compliance
For the purposes of the Australian Privacy Act 1988, the Australian Privacy Principles (APPs) and the General Data Protection Regulation 2016/679 (“GDPR”), we implement and maintain appropriate technical, organisational and security measures designed to protect your personal information from accidental or unlawful destruction, loss, alteration, unauthorised disclosure and unauthorised access.
Flights R us uses physical, electronic and administrative safeguards, and regularly reviews security technologies to ensure your information is protected. For your safety, privacy and identity protection:
- We do not release booking information to any third party other than the passenger(s) named on the booking.
- We verify identity before providing any travel information or making changes to a booking.
