Booking Terms and Conditions

Please read these Terms and Conditions carefully. By making a booking with Flights R us Agency (“we”, “us”, “our”), you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
These Terms apply to all bookings made:

• in-store
• 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.

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1. Phone 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.

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2. Passports, 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.
Important requirements:

• 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.

Legal Disclaimers

• 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.

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3. Travel 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.

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4. Travel Advice:

You are encouraged to consult www.smartraveller.gov.au for the latest:

• entry rules
• safety levels
• travel alerts
• health advice

We also recommend registering your travel with DFAT before departure.

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5. Prices:

• 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
• fuel surcharges

Always check with your consultant for up-to-date pricing.

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6. Passenger Age Categories:

• Infant: 1–23 months (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 FAA/JAA/CASA-approved aircraft car seat.

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7. Changes, Refunds & Cancellation Fees
(Subject to your rights under Australian Consumer Law)

A. Refund Service Fees (per ticket)

Voluntary Refunds (customer requests)

• Economy: $350 service fee + airline penalties
• Business Class: $500 service fee + airline penalties

Involuntary Refunds (airline cancels/changes flights)

• Economy: $350 service fee
• Business Class: $500 service fee

Note: Some airlines do not refund YQ/YR taxes.

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B. Ticket Changes (per ticket)

Voluntary Changes (customer requests)

• $150 service fee + airline penalties + any fare difference
  

Involuntary Changes (airline schedule changes)

• $150 service fee

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C. 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 strictly non-refundable.

If a reissued ticket is later cancelled, any refund (where permitted by the airline) will be calculated only on the remaining base fare and refundable taxes, not including:

• previously paid airline penalties
• reissue or change fees
• service fees
• 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.

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D. Additional Fees

• Cancellations within 2 hours of booking: $250 service fee (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
• Card surcharge fees: non-refundable
• Emergency outside-hours service: $250 service fee + airline fees + fare difference (performed only with customer approval)

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E. Name Corrections

Up to 2 letters only

• $150 service fee + any airline penalties
• All changes subject to airline approval

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F. Payment of Fees

All fees must be paid by:

• bank transfer, or
• credit/debit card (+2% surcharge; AMEX 4%)

Tickets or changes cannot be processed until fees are paid.

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8. Holiday Packages & Consultation Fees

Holiday package research and consultation is charged at:

• $140 per hour, covering:
  • itinerary planning
  • flight research
  • hotel research
  • transfers
  • activity planning

This fee is deducted from the final amount if you proceed with the booking.

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9. Supplier Change & Cancellation Fees

Airlines and travel suppliers may impose:

• change fees
• cancellation penalties
• re-issue 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.

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10. Our Role as an Agent (Agency Clause)

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.

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11. Deposits & Final Payment

• Deposits are non-refundable unless required under ACL.
• Final payment is required within 24 hours of booking unless otherwise stated.
• Some fares require full payment immediately at the time of booking.

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12. Payments & Card Verification

Card surcharges:

• Visa/Mastercard Credit: 2%
• Visa/Mastercard Debit: 2%
• AMEX: 4%

To reduce fraud and verify cardholder identity:

• We require a photo of the card showing name only
• The card image is used only for verification and securely deleted once processed
  

If the issuing bank declines payment, you must immediately provide an alternative method.

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13. Taxes

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.

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14. Privacy Policy

We are committed to protecting your personal information. We handle personal information in accordance with our Privacy Policy, available at www.flightsrus.com.au or in-store. 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.
You understand and agree that, in order 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
• 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
• IT, administrative, and technical support providers

Such disclosures are made solely to facilitate your booking and to enable us 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.
When used in this section, “disclose” includes transfer, share, send, provide access to, or otherwise make available.

GDPR & Australian Privacy Law 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
• unauthorized disclosure
• unauthorized 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, and
• We verify identity before providing any travel information or making changes to a booking.