Answers to frequently asked questions.
We love to travel! Everyone at Australia & New Zealand Travel Company knows travel because we live it. Name a place and there’s a good chance we’ve been there…which is how we know what makes a trip truly unforgettable.
We are industry leaders and believe that customer service isn’t just doing what people expect – it’s challenging ourselves to go the extra mile for all our travellers.
Our Melbourne-based travel experts are on hand to ensure you’re looked after from start to finish. Whether you want to change a flight, want more information on the experiences offered on the trip, or perhaps need help while on the ground, we’re always happy to help. We send you off with our 24/7 emergency hotline so we can assist you in whatever situation may arise.
We’re pleased to help answer frequently asked questions below – but if you have other queries, please don’t hesitate to contact us any time.
Can I book if I live interstate or in another country?
We have amazing customers Australia-wide. We accept bookings from all over this great country of ours via telephone or email. Or you can book via your local travel agent.
If you live in another country, we can help you as well. Once you get in contact we can let you know about payment options and the best way to book. It can all be handled seamlessly online.
How do I make a booking?
Booking requests can be submitted via our website, or you can email and call our office.
After you contact us with your travel request, you will be required to fill out our customer bookings form and email or fax it back to our office. Please read our full booking conditions prior to making a reservation.
Once this form has been returned to our office your booking will be actioned promptly and confirmed in writing between 72 hours and 1 week after the form is received.
What happens if my trip is not available?
Our prices are advertised as ‘from’ to give an indication of costs. Occasionally the airlines, cruise lines, hotels or tours that we advertised for a deal will be booked out. The new travel service that we need to book may cost more. In this instance the higher cost of the travel service will be passed onto you and you will be notified prior to payment being processed. However, we will always endeavour to book and confirm the advertised price for every package we sell.
Why do you need travel insurance?
Hope for the best and plan for the worst is a centuries-old saying that has stood the test of time.
Travel is no exception and while we’ll help you do everything possible to plan for a wonderful holiday, sometimes unforeseen circumstances can get in the way of your special trip.
Many tour operators now require participants to hold a travel insurance policy and we cannot stress enough how important it is to take out travel insurance to cover cancellation fees.
When travelling in Australia, Medicare covers emergency medical care for Australian residents, but there are the other cost associated with a medical incident. For example, if you break your leg you might need to stay extra nights in your destination to recover and your tour company or airline may change a cancellation fee. You could need to buy a new airline ticket to come home and it may be necessary to fly a family member to bring you home. All of the these additional expenses could be covered with travel insurance, depending on the policy you choose.
This is general advice only. Product information is subject to the terms and conditions including the limits and exclusions of the insurance policy. You should consider any insurance provider’s Product Disclosure Statement and your personal circumstances before making a decision about whether to acquire a travel insurance product.
What form of payments does Australia & NZ Travel Co accept?
We accept Australian dollars cheque, bank cheque, money order, wire transfer, major credit cards or debit cards. Credit card charges will be accepted by phone (merchant fees apply). There is an AU$50 fee for returned cheques.
The best form of payment it making a direct deposit into our bank account, because then you can avoid any fees. Once your reservation is confirmed we can provide our account details if you wish to make a payment.
When will I receive my travel documents?
Once final payment has been received and processed, documents will be sent to the email address provided on your booking form approximately 10 days prior to the beginning of your tour services. Your documents are sent at this time as we like to make sure there are no last minute changes to your itinerary and everything is 100% correct.
Please notify us in advance if you wish to receive your travel documents via another means.
Where do I find my airline ticket?
With few exceptions, airline tickets are now issued electronically. The airline confirmation number and ticket numbers stated in your documents represent your airline ticket(s).
Why do I need to give the name on my passport?
Due to increased travel security around the world, it is now more important than ever that your airline ticket match your first and last name exactly as it reads on your passport or photo identification. Additionally any changes to your air booking, which include spelling, could be subject to a change fee, penalties or cancellation. A minimum fee of $250 per person is charged when changing airlines reservations plus the cost of the airlines fees.
Are you an ATAS agent?
Yes! Our ATAS Accreditation number is A17378.
The Australian Federation of Travel Agents Accreditation Scheme (ATAS) vets travel agents against strict criteria to ensure they meet certain standards, are reliable and professional businesses. ATAS agents need to meet high levels of business discipline, training, compliance with Australian Consumer Law and compliance with a strict code of conduct. We have met these stringent requirements in order to become nationally accredited and this means you can book your travel with confidence and know that you’re in the safe hands of a reputable travel agent. Further information can be found at www.atas.com.au.
Call us on 1300 168 910 for information on our holiday packages and services. We look forward to sharing more of Australia & New Zealand with you!
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