NAMES and PASSPORTS
Please ensure your passports are VALID for at least 6 months after your return date to Australia, and has at least 6 clear pages . Ensure the name on your passport matches EXACTLY to your itinerary. Names changes incur fees and will be passed on to you for payment. If you are not an Australian passport holder please also check your re-entry visa.
It is recommended that you purchase your fully comprehensive Travel Insurance Policy when you pay your initial deposit. Our insurance has 2 starting dates, 1 from the date the policy is issued until departure date from Melbourne to cover against cancellation for unforeseen circumstances, and on the day of your departure you policy becomes fully comprehensive. If you are planning more than 1 trip within a 12 month period it may be worth considering an annual policy
Please read your itinerary carefully and check that all details are correct and are as agreed with your consultant.
Once your itinerary is final and arrangements have been paid for any changes will incur amendment fees. Fees are charged by the supplier and by East Ivanhoe Travel & Cruise. Please see our terms and conditions for further information
VISAS – RE ENTRY
We can always help you with visas but ultimately YOU are responsible for visas. Please double check that the country you are travelling to doesn’t require you to have a visa. Ask your consultant if you need help with this. Some countries have different rules for different nationalities. If you are not on an Australian Passport please make sure you have the correct documentation for re-entry upon your return to Australia. If you have a criminal conviction you must contact the appropriate consulates to check their procedures
The Australian Government travel advisory website address is www.smartraveller.gov.au. Please take a few minutes to look at this site, you can also register your trip details on here so the government can locate you in emergencies.
Please contact your doctor or a specialist travel clinic to check vaccination requirements for the countries you are visiting. Arrange sufficient amounts of any regular medications and a doctor’s letter with a brief medical history. We recommend that you also check that your medications are legal where you intend to visit.
FREQUENT FLYER POINTS
If you are affiliated with any airline program please let us know your numbers so we can add to your flight booking before your final flight sector. We recommend you keep your boarding passes when travelling until you see the points credited.
If you have any special meal or medical requests please notify us so we can notify the appropriate suppliers.
We can request seating on most international flights. Most airlines now charge for standard seat selection and offer to secure an exit row or extra leg room seat for a fee. Bassinet seating for infants is always requested but never guaranteed, this is usually a first come first serve basis.
Please let us know of any possible emergency contact/s
MOBILE & EMAIL CONTACT
Airlines now require us to enter a mobile and email into your flight reservation booking so you can be notified of time changes or disruptions. You can choose not to do this but please note we will automatically enter your details so if you do not wish this information to be shared with the airline please let us know.
TERMS & CONDITIONS
It is compulsory that you and all members of the travelling party are aware of the following terms & conditions as they may relate all or in part to the bookings held by our office on your behalf. If you are making bookings on behalf of a couple or a group we will be happy to provide you with more than one copy of this confirmation if requested.
All reservations have been booked under the terms & conditions laid down by the airlines and tour operators. Please pay particular attention to the clauses covering amendments and cancellations as detailed in their brochure. (If you require further details of our suppliers’ terms and conditions please ask your consultant. East Ivanhoe Travel & Cruise (“EITC”) reserves the right to impose service, cancellation and amendment fees as per our “Menu of Services”
These terms and conditions apply to bookings you make with our consultants (in-store, over phone or by email) as well as online bookings you may make on our website.
Prices quoted are not guaranteed until full payment has been made. Prior to full payment, costs may vary depending on currency fluctuations, fuel and security charges and other reasons such as changes in airport and government taxes. Prices can be withdrawn at any time. Deposits merely hold the reservations, they do not guarantee prices.
DEPOSITS & BALANCES
A non-refundable deposit (subject to your rights under the Australian Consumer Law) of $200.00 per person is required at the time of booking, along with any deposits requested by operators, hotels or airlines. Final balances of bookings may be required instantly or up you about 1 month prior to travel, each supplier is different and your consultant will notify you of important payment dates.
Your holiday safety and enjoyment is very important to us, therefore, we insist that you have comprehensive travel insurance. To help you identify the most suitable policy for your needs, we can provide a brochure (product disclosure statement, or PDS/ Financial Services Guide, or FSG) from our preferred travel insurance providers. It is important legally to read this brochure carefully and to take note of the cover and exclusions as they may relate to your particular circumstances. Your consultant can only offer general advice in regards to insurance.
If you have any pre-existing medical conditions (other than those listed as automatic inclusions in the brochure) then special approval is required by the Insurer and additional costs may be incurred. Your consultant will help you complete the appropriate processes for this.
Please note that when providing you with a quote for insurance we have not taken into account your personal objectives, financial situation or needs. The Product Disclosure Statement and Financial Services Guide have been included for your perusal.
If you decline the offer to purchase Travel Insurance from EITC you will be required to sign an Indemnity Form before travel documents can be released and note we will charge an administration fee of $250 for any claim assistance for policies not purchased with EITC. Claims can be complicated and time consuming so we thank you for your understanding.
CANCELLATION & AMENDMENTS
In the event of a cancellation your deposit will be forfeited and become (or part of) our cancellation fee. Our cancellation fee is in addition to cancellation fees imposed by our suppliers, airlines, hotels, tour operators etc* Detailed information on supplier cancellation fees is printed on their brochures, if you would like to know these costs before committing to a booking please ask your consultant.
Any changes made to a confirmed, deposited or finalised booking prior to departure will attract an amendment fee as per our Menu of Services.
*Supplier cancellation fees can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Supplier fees may also apply where a booking is changed. If you are to seek a refund for a cancelled booking for which payment has been made to the supplier, we will not provide a refund to you until we receive the funds from that supplier.
Booking and Service fees may be charged as per our “Menu of Services”. Fees have been compiled with regard to consultants’ time, expertise and knowledge.
TAXES & LEVIES IMPOSED
Governments, airlines and airports impose a variety of security, airport and departure taxes. Where possible these taxes and charges have been included in the cost of the airline ticket. There may be some variations in final costs depending on exchange rate fluctuation and new taxes imposed at time of ticketing. Any additional costs or taxes that occur after departure are the responsibility of the traveller.
Passports are required for all international travel and must be valid for a minimum of at least six months beyond your scheduled return date to Australia. Travel documents and airline tickets must exactly match the name and spelling as appears in your passport. Please double check all correspondence to ensure that we have booked your name correctly. If this is found to be incorrect you will be liable for the costs involved to correct the error, this can be more expensive than you think.
We prefer a copy of the bio data page (the photo page) of all passengers’ passports. We will assume you have a valid passport unless you have told us otherwise or passport has been sighted.
Whilst we offer general advice and assistance where possible, please remember we are travel agents and not government authorities. It is the responsibility of each traveller to ensure that they have full and correct documentation to undertake their journey.
Although we are happy to assist in obtaining visas, issuance and compliance is not the responsibility of your travel agent. We cannot be held responsible should you be unable to obtain the correct visa to undertake your journey. Deportation for non-issuance or incorrect visa is at the traveller’s expense. Entry to any country is always at the discretion of local officials. EITC charge a processing fee if we obtain visa on your behalf. We have external services to assist with most visa applications and information. Please note visas can sometimes take time to obtain so be sure to plan in advance.
TRAVEL ADVICE / DEPARTMENT OF FOREIGN AFFAIRS & TRADE (DFAT)
Political unrest, acts of war or terrorism or natural disasters occur in certain parts of the world therefore the Australian Government, in conjunction with various other worldwide bodies, issue an advisory to Australian passport holders relating to travel in various countries. In these instances whilst travel to some countries is not advisable and some clauses of the travel insurance coverage may not be affective, we appreciate that some clients may still need to travel to those areas. Whilst we are prepared to make these bookings on our clients’ behalf we do so without responsibility or liability.
Should you wish to access the advice provided by the Department of Foreign Affairs their websites are www.dfat.gov.au and www.smarttraveller.gov.au. There is another service provided to Australian travellers where you are able to register your personal details on www.orao.dfat.gov.au and the information is passed on to the relevant Embassies of the countries you will be visiting and you can be contacted in case of emergency.
FREQUENT FLYER PROGRAMS
Whilst your consultant is happy to advise which airlines participate in various frequent flyer programs and forward your frequent flyer numbers to airlines when making bookings, other matters related to Frequent Flyer Reward Programs is not our responsibility. Rules change on a regular basis and it is your responsibility to ensure that you are aware of any frequent flyer entitlements. Please note Frequent Flyer points are not always available on special fares with some airlines.
Please ensure that you advise your consultant of your frequent flyer memberships prior to booking. As a safeguard it is also advisable to keep all your boarding passes so that you can verify this against your Points Summary after travel has been completed.
If you have any special requests such as smoking or non-smoking rooms, aisle or window seats, special dietary requirement, airport assistance or hotel room type, every attempt will be made by us to accommodate your request. As we are not the ultimate service provider we are not in a position to be able to guarantee the request.
TRAVELLERS HEALTH ADVICE
Some areas of the world have special vaccination and health requirements. We recommend that you contact your doctor or travel health clinics for advice. If you are unable to undertake travel because you do not meet the health requirements we will not be liable for any extra costs that may be incurred. SmartTraveller website can also provide general information. Ensure you have sufficient amounts of any regular medications and a brief medical history from your doctor if required.
CASH PASSPORTS & FOREIGN CURRENCY
We are able to assist you with pre ordering a wide range of foreign currency. Purchasing some cash prior to your departure will save both time and money when you arrive at your destination. Your consultant will be happy to arrange this for you if you allow at least 7 working days prior to your departure. A nominal service fee may be applicable.
We also offer the Access PrePaid Cash Passport which is a secure, reusable, prepaid plastic card able to be used at automatic teller machines throughout the world to withdraw local currency.
EXPECTATIONS OF SERVICE
We will always try our best to provide you with care and knowledge towards your booking by providing the best fit we see possible from the parameters given. We will do this in the quickest way we can given that some bookings do need to take priority due to departure dates.
WHAT WE DO AS A TRAVEL AGENCY & LIABILITY
We act as an agent for, and sell various travel related products., This includes transport and accommodation providers, such as airlines, coach, rail and cruise line operators and wholesalers. Our obligation to you is to (and you expressly authorise us to) make travel bookings on your behalf and to arrange relevant contracts between you and these travel service providers. We exercise care in the selection of reputable service providers, but we are not ourselves a provider of travel services and have no control over, or liability for, the services provided by third parties. All bookings are made on your behalf subject to their terms and conditions. We can provide you with copies of the relevant service provider terms and conditions on request.
EITC or any of its, employees do not accept any liability for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly by a third party provider.
MENU OF SERVICES
These fees may be imposed by EITC and are in addition to all supplier & airline fees.
Amendment or cancellation to Domestic/Trans-Tasman flight bookings: $55.00 per person/per change
Amendment or cancellation to International flight bookings: $100.00 per person/per change
Domestic flight only bookings or frequent flyer redemption bookings: $55.00 per person
International flight only bookings or frequent flyer redemption bookings: $150.00 per person
Land or rail only reservations: $100.00 per booking
Cancellation of Booking (conditions apply): from Min.15% of total holiday cost
Visa Processing – Holding a booking with EITC: $50.00 per person (Plus consular charge courier and bank fees)
Visa assistance – Non EITC booking: $100.00 per person (Plus consular charge courier and bank fees)
Assistance with Insurance Claims for non EITC policies: $250.00 per claim.
Cancelled bookings usually also incur supplier fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Supplier fees may also apply where a booking is changed and when tickets or documents are re-issued. Where we incur any liability for a supplier cancellation fee for any booking which you change or cancel, you agree to pay these fees. Where you seek a refund for a cancelled booking for which payment has been made to the supplier, we will not provide a refund to you until we receive the funds from that supplier.
PAYMENT DETAILS AND INFORMATION
Due to the recent insolvency of some respected travel companies, we have carefully reassessed the way we process credit card transactions to better protect both you as the consumer and also East Ivanhoe Travel & Cruise. As such, we have now partnered with TravelPay who are an Accredited Payment Partner of the Australian federation of Travel Agents (AFTA) Chargeback Scheme (ACS).
Whilst we accept most forms of payment, it is important to know that paying by cash, direct deposit, EFTPOS or cheque does leave you quite vulnerable financially in the event of supplier insolvency.
Under Australian Law, in the event of supplier insolvency, you as a consumer are able to apply for a charge back to your credit card provider for Goods/Services not received. This obviously is excellent protection for you.
However if we (East Ivanhoe Travel & Cruise) have processed the transaction in our office, these charge back funds are deducted from our account automatically leaving us out of pocket with no way of re-cooping the funds.
The ACS helps protect us from any future chargebacks that could be devastating to our business so it is imperative that we implement this process effective immediately to ensure both our valued clients and East Ivanhoe Travel & Cruise have this important safety net in place.
Below are the current blended merchant fees with TravelPay that include the ACS cover.
Please click here to make a secure Credit Card payment via TravelPay.
The transaction will show as TravelPay on your Statement
American Express 2.20%
International cards 3.25%
Eftpos transactions do not incur a fee and will be charged in the office by East Ivanhoe Travel & Cruise.
Please note charge backs are not possible on EFTPOS transactions.
Are payable to East Ivanhoe Travel & Cruise (please allow time for clearing)
Acct Name: East Ivanhoe Travel
Bank: Bendigo Bank
BSB: 633 000
Acct Number: 112999008
Please use your full name as reference unless your consultant has advised otherwise