BOOKING TERMS & CONDITIONS

ELW TRAVEL 

We provide you with Booking & Advisory Services that allow you to acquire Travel Products from a Provider. We act as agent for the Provider. By acquiring Booking & Advisory Services from us, you agree that you have read and understood our terms and conditions and the terms and conditions of the Providers.  

ACCOMODATION BOOKINGS 

We charge a fee of $250 per booking for providing the Booking & Advisory Services to you, this is a plan to book fee and deducted from your trip once booked. The fee is non-refundable, even if the travel product is not used. 

AIRFARE RESEARCH BOOKING & MANAGEMENT - PRICED PER PERSON
$120 — Single destination / Return
$250 — Multi-destination / Round World
$55 —   Australian or Short Flights
$250 — Frequent Flyer Redemptions
$250 — Long Haul Originating Outside Australia 

FLIGHT AMENDMENT FEES

Changes to   Domestic/Trans-Tasman bookings will incur a fee of $50 per passenger.

URGENCY FEES
$250 — for changes or bookings required within 48 hours
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CANCELLATION FEES
‍Commission retention or 10% of total cost of sectors booked, unless otherwise advised.
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BANK FEES
1.8% merchant fees for Visa, Mastercard and American Express. Diners Club not accepted.
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RESEARCH FEES
$75 — per hour, on request

CONSULTING FEES
Fees are per person unless otherwise stated. All prices quoted are in Australian Dollars (AUD) 

BOOKING TERMS 

SMARTFLYER is a member of AFTA, IATA, CLIA, and an ATAS accredited Travel Agent Company.

References in these terms and conditions to Smartflyer include references to any related body corporate, director, employee or agent of SMARTFLYER.

A reference to a supplier in these terms and conditions is a reference to a third party supplying travel services to you such as air travel, car hire, accommodation, insurance, rail travel, or any other service or product related to your travel.

These Terms and Conditions govern your arrangements with SMARTFLYER and apply to all bookings made on your behalf. 

When making a booking you must advise your consultant of any medical, dietary or mobility conditions you may have. 

When making a booking you must advise us if you are pregnant.

When making a booking, you must provide details of each traveller correctly. We have no responsibility for any loss or damage arising from the incorrect entry of a traveller's details.

Travel Products obtained through the Booking & Advisory Services are not guaranteed until payment has been made in full and documents have been processed.

PAYMENT TERMS 

We accept direct deposits and credit cards. In some circumstances your credit card may be charged directly by a supplier such as an airline or hotel. In such circumstances you, by advising your credit card details, authorise us to pass your details to the relevant supplier. Direct deposits can take some time to clear into our account so please ensure that you send any funds at least 3 days before any payment due date(s) to avoid cancellations and associated fees. Payment by Credit Card will incur a 1.825% merchant fee.
(Visa/Amex/Mastercard accepted). 

REFUNDS AND CREDITS 

If you cancel your Travel Product, your right to a refund or credit is subject to the terms and conditions of the Provider. 

If the Provider is required to provide you with a refund or credit for the Travel Product, we will liaise with the Provider to arrange that refund. Where you are entitled to a refund, we are unable to provide you with this refund until we receive it from the Provider. Please note that most Providers take 60 – 90 days to process any refund.

Any refund or credit will be subject to these terms and conditions and will not include the Booking & Service Advisory fee, credit card fees or any commissions received. You may also be charged a cancellation fee by the Provider.

Where refunds for unused services are allowed, a service fee may be charged by the Provider against the value of the refund. 

NO SHOW 

If you have a booking for a Travel Product (including flights and accommodation) but you do not show up to check-in or otherwise do not avail yourself of such Travel Product, you will not be entitled to any refund from us. 

CANCELLATION & AMENDMENTS 

Travel arrangements may be non-refundable and non-changeable. If you cancel a confirmed booking reservation you will incur fees. SMARTFLYER charges cancellation and amendment fees in accordance with our fee schedule and in addition to any cancellation and/or amendment fees imposed by suppliers. It is your responsibility to check the amendment and cancellation fees of any supplier prior to entering into a transaction with them. SMARTFLYER will use its best efforts to ensure you are provided with current information as to supplier fees however if you are unsure where to find them or require further information, please ask for assistance. 

CANCELLATIONS & AMENDMENTS FOR ONLINE / LOW-COST CARRIER BOOKINGS ONLY 

If your flight booking is with a Low-Cost Carrier, you can only cancel or change your booking by contacting the Provider directly. 

CANCELLATIONS & AMENDMENTS FOR HOTEL BOOKINGS ONLY

Please review the cancellation policy for your hotel booking for any penalties that may apply.

FORCE MAJEURE 

We will not be liable for any failure or delay in performing our obligations in booking the Travel Product that is due to events beyond our control. If a force majeure event occurs that affects your booking, your entitlement to a refund, a credit or re-scheduled travel booking will depend on the Provider's terms and conditions. 

If your booking is impacted by a force majeure event and you are entitled to a refund or credit from the Provider, we will facilitate this refund or credit. 

The Booking & Service Advisory fee, credit card fees or any commissions received are non-refundable in the circumstance that a force majeure event occurs.

LOW-COST FLIGHTS 

If you book a low-cost flight with us, we will make the booking on your behalf and your contract for your low-cost flight will also be subject to the airline's booking terms and conditions. 

It is your responsibility to ensure that all details of the booking are correct before proceeding. For any changes or cancellations, please contact the airline directly, quoting your reference.

ADDITIONAL AIRLINE CHARGES 

Some Providers may also charge additional fees. Please check with the Provider for their full terms and conditions.

HOTEL / ACCOMODATION BOOKINGS 

Some Providers will require an additional charge to be paid locally (e.g. a resort fee) at the time of check in or check out. This amount is in addition to the amount shown during the booking process under the 'total booking cost' amount.

There may be taxes levied abroad but not paid at the point of purchase that are payable in relation to your hotel booking (e.g. local taxes, sales tax etc.). Any local taxes will be payable by you directly to the Provider at the time of check in/check out.

CHANGES IN PRICES & ITINERARIES 

We reserve the right to cancel your booking in the event we have reasonable grounds to believe it is fraudulent.  If a Provider changes any part of your booking for reasons beyond its control, we will use our reasonable endeavors to notify you. If any such changes result in your Travel Product costing more or otherwise being materially different, then you may cancel the Travel Product. Any refund would be subject to the Travel Provider terms and conditions.

These terms and conditions are subject to variation at any time. Any variation will be displayed here, and you will be deemed to have accepted a variation if you have made a booking after it has been displayed. 

JURISDICTION & LAW 

All matters arising out of or in connection with the Booking & Advisory Services and these terms and conditions are governed by the laws of Australia. By acquiring the Booking & Advisory Services, you consent and submit to the exclusive jurisdiction of the laws of Victoria Australia.

PRIVACY NOTICE

ELW Travel and its associated entities collects your personal information to enable us to respond to your queries and provide you with the Booking & Advisory Services, including assisting in arrangements with Providers (such as hotels and flights).

We will also use your personal information to personalise the service we provide you, including your experience on our, and other, websites, and to provide you with information about our, and our partners’, business, products and services. Your personal information may be shared between entities within ELW Travel disclosed to suppliers, Providers, our cloud infrastructure, our contractors and also to others where authorised or required by law. Some of these entities may be located overseas, including in the countries noted in our privacy policy.

By signing up for our newsletter, alerts, offers or updates, you confirm you have read and understood our privacy notice for this service and you consent to ELW Travel sending you marketing material, including via electronic messages relating to our and our partners’ products and services that may be of interest to you.

I consent to ELW Travel and its associated entities sending me marketing material, including via electronic messages, relating to their and their partners’ products and services that may be of interest to me, and ELW Travel disclosing my personal information for this purpose.

ANNEXURE – TRAVEL TIPS FOR TRAVEL PRODUCTS

These tips set out below are NOT legally binding terms and conditions. 

FREQUENT FLYERS & SPECIAL REQUESTS 

For more information on whether your airfare is eligible for Frequent Flyer rewards, please contact the airline directly. When booking online, please ensure that you have entered your correct number. For bookings made by telephone via our Customer Service Team, please advise of your Frequent Flyer details and these will be added to your reservation. We do not take any responsibility should an airline not register your trip. You should retain copies of your air ticket and boarding pass.

Special requests will be passed on to the Provider but cannot be guaranteed.

Special offers can be withdrawn at any time and cannot be protected without full payment being received. 

Changes in price can occur due to currency fluctuations, fuel surcharges, taxes and other provider increases that are outside of our control. Until full payment of your booking is received or failure to pay by advised due dates any increase will be passed on to you.

PASSPORTS AND VISAS

All travellers must have a valid passport with at least 6 months validity beyond the length of intended stay. Some countries require a longer period of validity remaining on your passport. It is your responsibility prior to confirming your travel arrangements that your passport meets the specific entry conditions of the county and/or countries you are visiting including those that you transit in order to reach your destination.

All countries have unique entry requirements. It is your responsibility to obtain the necessary visa(s), permits or waivers to enter. We recommend that you check the entry requirements with the relevant Embassy, High Commission or Consulate of the countries you intend to visit including for any transit stops required to reach your destination. Please note that we can only assist in providing application documents and processing for Australian passport holders. It is important to allow enough time to process.

Permanent Australian Residents travelling on a foreign passport must hold a valid Resident Return Visa to re-enter Australia. It is your responsibility to ensure you have the necessary documentation and visa to return to Australia.

Prior to making any reservations on your behalf, you must supply a copy of your passport particulars page (the page containing passport photo, issue & expiry dates and passport number) for all travellers to be included on your reservation.

The name on your tickets, vouchers and documentation must match exactly the name as per your passport, this includes any middle name(s). Failure to supply passport copies could result in cancellation/amendment fees which will be passed onto you. 

TRAVEL ADVICE 

We recommend that you contact the Department of Foreign Affairs and Trade (DFAT) or visit their website at www.dfat.gov.au for general travel advice, as well as specific advice (including safety alert levels) relating to the destination you wish to visit.

TICKETING 

For international and domestic departure, e-tickets will be issued upon payment and completion of the booking process. All other travel documentation, such as hotel booking confirmations, will be emailed to the email address you provided as an e-document. Should the Provider issue paper vouchers, these will be posted to the address you provided.

BAGGAGE ALLOWANCE 

Baggage allowance varies from airline to airline and in many cases the airfare you have paid may not include the cost to cover checked baggage. Please check with your Travel Advisor and/or the airline providing your flights for the allowances. 

AIRPORT CHECK IN TIMES

3 hours prior to departure for international travel.

2 hours prior to departure for domestic/internal travel in Australia or other parts of the world.

All passengers on domestic flights must present ID at check-in i.e.: drivers license or passport. For internal flights within other countries you may also be asked to show a valid credit card along with your photo ID to check into your flight. It is important to note the specific details which will be provided to you.

Many airlines will refuse boarding to clients who do not arrive at the airport with sufficient time to board and complete formalities and identification checks and customs clearance.

Online check in is recommended where possible for all flights. 

Most airlines open online check in 24-48 hours prior to your flight departure. In some cases, airlines such as Easyjet online check in opens 30 days prior to departure. They do not offer at airport check in and you must check in online and have your boarding pass in advance of arrival at the airport.

ELW Travel is an affiliate of Smartflyer AU Pty Ltd & a member of the Virtuoso network

Contact Emma Glanville +61 447 627 818 

emma@elwtravel.com.

IATA 96850121