Terms & Conditions
Please read the following “Booking Terms and Conditions” carefully, as they contain important information about your legal rights, remedies, and obligations. You must not make any booking unless you understand and agree with the following Booking Terms and Conditions. References to “Ignite Holidays Pty Ltd”, “MyHoliday”, “MyCruises”, “us”, “we” and/or “our” in these Booking Terms and Conditions shall mean Ignite Holidays Pty Ltd ABN 86 119 314 377 . References to “you” and “your” in these Booking Terms and Conditions shall mean the customer.
By making any booking, you agree to comply with and be bound by these Booking Terms and Conditions. These Booking Terms and Conditions apply to any bookings you make with our consultants (over the phone or by email) as well as online bookings you make on our website.
We will rely on the authority of the person making the booking to act on behalf of any other traveller on the booking (regardless of whether other travellers have made separate payments) and that person will bind all such travellers to these Booking Terms and Conditions.
By depositing with MyCruises, you acknowledge that your reservation cannot be transferred nor facilitated via a secondary agent. Our specialist Cruise After Sales Team are available Monday – Friday via phone 1300 692 784 (select Option 3) and email cruisecustomerservice@mycruises.com.au for any assistance that you may require.
Passports & Visas:
All travellers must have a valid passport for international travel and many countries require at least 6 months validity from the date of return and some countries require a machine-readable passport. For international travel bookings, you must let us know if you have less than 6 months validity on your passport or if you do not have a machine-readable passport. When assisting with an international travel booking, we will assume that all travellers on the booking have a valid Australian passport which is valid for the relevant destination and transit point. If this is not the case, you must let us know. It is important that you ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Any fines, penalties, payments, or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility (except to the extent caused by fault on our part). If you need information regarding visas, passports, and other travel document requirements for your trip, please let your consultant know or, for online bookings, contact us on 1300 692 784. We can provide you with general information only on visa and passport requirements that apply to international travel bookings you make with us. You can contact an external visa provider such as Visa Central (http://au.visacentral.com/109501 ) directly. We do not warrant the accuracy or suitability of information provided by any external service provider and accept no liability for any loss or damage which you may suffer in reliance on it (except to the extent caused by fault on our part).
You can also check other travel requirements and restrictions through websites such as https://apply.joinsherpa.com/travel-restrictions?affiliateId=fcau&originCountry=AUS
If you are travelling to or transiting through the United States
Please see https://esta.cbp.dhs.gov for important information regarding compulsory pre-registration for their visa waiver program (“ESTA”). Australian passport holders will not be able to enter the United States without a valid ESTA (or visa). Please note, you may not meet the eligibility requirements of ESTA and may be required to obtain a visa. Note that if you have travelled to Iran, Iraq, Syria, Sudan, Yemen, Libya, Somalia, Cuba, or Democratic People’s Republic of Korea (North Korea), then you will likely not be eligible for the United States visa waiver program (ESTA) and will have to apply for a US visa (which requires an interview appointment and can take several months). Also note that nationals of ESTA countries who are also nationals of Iran, Iraq, Syria, Sudan, or Democratic People’s Republic of Korea (North Korea) will also be unable to travel under the visa waiver program and will also have to apply for a US visa.
If you are travelling to or transiting through Canada
Please see http://www.cic.gc.ca/english/visit/eta.asp for important information regarding compulsory electronic travel authorization for visa-exempt foreign nationals (“ETA”). Australian passport holders are not able to enter Canada without a valid ETA (or visa or permit). Please note, you may not meet the eligibility requirements of ETA and may be required to obtain a visa or permit.
If you are travelling to or transiting through the United Kingdom
Please see https://www.gov.uk/guidance/apply-for-an-electronic-travel-authorisation-eta for important information regarding compulsory electronic travel authorization for nationals who do not require a visa for short stays (“ETA”). Australian passport holders are not able to enter the United Kingdom on/after 8 January 2025 without a valid ETA (or visa). An ETA does not guarantee entry to the UK. Please note, you may not meet the eligibility requirements of ETA and may be required to obtain a visa or permit.
We urge you to apply for an ESTA or ETA prior to making a booking if you have any concerns about whether or not you might be eligible for an ESTA or ETA.
Travel Documents:
Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a travel service provider. Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable, and/or subject to cancellation and/or other change fees. Travel documents cannot be transferred to another person to use. All airline tickets must be issued in the name of the passport/photo identity holder. Your name on your passport, visa and other travel documents must all be identical. An incorrect name on a booking may result in an inability to use that booking, the booking being cancelled, and the application of additional change and/or cancellation fees. Please review your travel documentation carefully and advise us immediately of any errors in names, dates, or timings. If you have booked with a consultant, it is your responsibility to check you have received all travel documents from us prior to travel. As a general rule your travel documents will be emailed to you 2 weeks prior to the first land, cruise or tour component commencement date, however this will depend on your individual arrangements. Please contact your consultant to confirm when your travel documents will be ready. If you have booked online, you should retain your electronic record or you should print out and retain your travel documents as provided to you by our website (or in a follow up email we send you). Please ensure you retain the most up-to-date version.
Please ensure you read your travel documents carefully for details on baggage allowances as these can vary from airline to airline and country to country. Excess baggage (if your airline allows it) can be expensive and is your responsibility. We will not be liable for any expenses, fees, penalties, costs, liabilities, damages, or losses associated with baggage allowances and excess baggage.
Booking Advice:
This confirms all prices for the various components of your holiday. Please take note of the payment due dates and amounts on the statement as late payments can result in your booking being automatically cancelled by the travel service provider, regardless of whether a deposit is on file or not. Please refer to the Payment Options part of the form for information as to how payments can be made, and to check for any fees which may be imposed for payment by credit card.
Reservations:
Reservations (even after payment of your deposit and final payment) are subject to us receiving confirmation from the service provider including ticketing from the airline provider. In the rare instance where a reservation request cannot be confirmed by the service provider, you will be offered the choice of alternative arrangements (which may be with an alternative service provider), which may be at an additional cost or alternatively a full refund provided where the service provider allows. You agree that we are not liable to you for any such additional costs.
Airfare Component of Your Holiday – Important Information:
Please note most airlines are not able confirm flight bookings until approximately 8-10 months prior to departure, if your booking has been made outside of this window, please note that the airfares included in your package holiday are based on a specified allowance and should there be a significant increase in airfares, taxes or government fees, then an airfare supplement maybe imposed. Our team will discuss options with you prior to ticketing should this situation arise.
Important Flight Information:
Due to airline booking restrictions, flights are only able to be confirmed between 8 to 10 months prior to departure. Should your booking fall outside of this window your booking confirmation will outline the flight date and routing included in your package and one of our specialist air team will be in contact once the booking window is open for your journey to discuss your preferred options prior to ticketing flights. Flights may not operate daily or directly to your destination. Flights may depart or arrive on a day before or after the day shown on the itinerary. Flights must be taken in the order shown on your ticket. No show of any flight sectors will result in the automatic cancellation of all onward flights by the airline. Please note many airlines will allow you to select seating at the time of booking however airline fees may apply for this service. Alternatively, most airlines will allow you to check in online up to 48 hours prior to departure where complimentary seat selection may be offered subject to availability. Please advise your consultant of your frequent flyer membership details for inclusion in your booking. We cannot guarantee that the supplier will credit you with points for your booking as not all airfare levels qualify for points or status accrual. Please check your frequent flyer program for the specific terms of your membership and upgrade options. Baggage allowance may vary between airline and flight routing. Please re confirm this with your consultant prior to travel. Many internal flights within North America and Europe do not automatically include a baggage allowance however, this can be added for a fee at the time of check in at the airport starting from US$25 per bag. For accurate baggage fees please check with your airline. We appreciate you may want to extend your holiday package with additional nights, visit other cities or choose an airline of choice. Our Customer Service / Air department will endeavour to meet your request and these options with you once flights are within date range. Please note: Flight deviations may incur a fee of $150AUD per person plus any airfare and or tax changes. Which will be advised by our Customer Service / Air department at the time of selecting your flights.
Cruise Online Check-In:
Guests are requested to complete their Cruise Personaliser & Online Check-In once your final payment is made. Your Cruise Personaliser is the perfect way to make the most of your cruise holiday by providing access to shore excursions, drinks packages and enhancements. It is important to complete your online check-in as without this, we are unable to access and release your travel documents. Please use the links on www.mycruises.com.au/online-check-in/ to click through and access the appropriate cruise line using your cruise line reference.
Leaving a Cruise Early:
If you are required, or choose, to leave the cruise for any reason (unless caused by our proven negligence or failure to provide services with due care and skill and that are reasonably fit for purpose), we are not responsible for any expenses, including your return home. This also applies if you do not return to the ship in time for sailing after a port visit. If we assist with any costs, you will need to repay us on your return. In addition, you will not be entitled to any refunds.
Day of Travel:
You should check in a minimum of 3 hours before your international flight’s scheduled departure. Please be aware that some airlines and airports require earlier check-in and if in doubt, it is your responsibility to contact the airline directly. Some airlines require that you re-confirm your flights prior to returning to Australia by contacting the airline directly at least 48 hours prior to travel – it is your responsibility to do so. Although your consultant will endeavour to keep you up to date with any airline schedule changes, it is your responsibility to reconfirm any flights and check with the airline directly for any flight schedule changes &/or cancellations.
The airlines have the right to reschedule or cancel flights at any time, should any flight schedule changes occur, to avoid potential flow on effects we recommend that you contact the relevant service providers to reconfirm the new details. We do not accept responsibility should changes occur nor do we accept responsibility for any additional cost incurred by you to make alterations to your booking to accommodate these changes as these are beyond our control. For cruise embarkation please refer to the important information in your cruise personaliser and online check-in. Please note cruise lines can close embarkation up to 3 hours prior to ship sailing time.
Travel Insurance:
We strongly recommend that you take out appropriate travel insurance to cover your travel arrangements. Your insurance protection should at least include cover for cancellation, medical and repatriation expenses, personal injury and accident, death and loss of personal baggage and money and personal liability insurance. Evidence of such insurances should be produced to us on request. Insurance cover offered by credit card companies or reciprocal medical cover agreements are often not comprehensive. Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel. Your travel consultant can provide general information to you about travel insurance. For details of the services that travel insurers provide, including a quote, please refer to the travel insurer’s Financial Services Guide (“FSG”) / Product Disclosure Statement (“PDS”).
We are an authorised representative of Cover-More Insurance Services Pty Ltd (ABN 95 003 114 145) (“Cover-More”) and nib Travel Services (Australia) Pty Ltd (“nib”) and receive financial and non-financial benefits when you buy Cover-More or nib travel insurance products through us. We and Cover-More or nib are authorised to provide you with general advice about, and arrange, travel insurance products on behalf of the insurer, Zurich Australian Insurance Limited (ABN 13 000 296 640, AFSL 232507) or nib Travel Services (Australia) Pty Ltd (ABN 81 115 932 173, AFSL 308461).
You must read the Cover-More or nib Combined FSG/PDS before you decide to buy the Cover-More or nib travel insurance product you are considering purchasing to ensure it meets your needs and financial situation. The Combined FSG/PDS also contains information about the conditions, limits and exclusions that apply to the insurance, the 21 day cooling-off period, and how you can access Cover-More’s or nib’s privacy policy and complaints handling procedures.
Please contact your consultant, or call 1300 692 784 to take out travel insurance through us or if you have any questions about Cover-More’s travel insurance products. If you make a travel booking through us and decline travel insurance, you may be required to sign a disclaimer.
Health:
You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel booking and ensure that you carry all necessary vaccination documentation. In some cases, failure to present required vaccination documentation (e.g. proof of COVID-19 and/or Yellow Fever vaccination) may deny you entry into a country. We recommend that you consult with your local doctor, travel medical service or specialist vaccination clinic before commencing your travel. General health advice for the destination you wish to visit is also available from DFAT (see www.smartraveller.gov.au).
Whether any medical requests can be accommodated, including (without limitation) access to power, refrigeration and travelling with the use of mobility aids, is subject to the travel service provider in their sole and absolute discretion, and will often depend on several factors, including (without limitation) any modes of transport and local standards at the destination. All medical requests are beyond our control. While we will include all medical requests as a file note to the travel service provider, we cannot guarantee that your request will be accommodated. It is your responsibility to follow up with the travel service provider directly either at the destination or prior to travelling where possible.
Pregnancy: Guests who are pregnant during their cruise are required to supply a physician’s ‘fit to travel’ note, including your estimated due date, prior to embarkation. Cruise operators are unable to accept any guests who will have entered their 24th week or later of pregnancy, by the end of the cruise.
Prices:
All prices are subject to availability and can be withdrawn or varied without notice. Prices are only guaranteed once your booking has been paid for in full. Please note that prices quoted are subject to change. Price changes may occur by reason of matters outside our control which increase the cost of the product and/or service. Such factors include, but are not limited to, adverse currency fluctuations, fuel surcharges, taxes and airfare increases. Some product and/or service prices are ‘Instant Purchase’ due to the dynamic pricing of products and/or services and constantly changing availability, and so can only be secured if paid for in full immediately when quoted (and even once paid for by you in full, a product and/or service price may not be able to be secured for you, because the price (e.g. an airfare or a room-rate) may become unavailable in the short time period between your payment being processed by us and our booking systems being able to make the booking for you due to availability or changes in the travel service provider’s booking and yield management systems). If this occurs, we will notify you immediately and provide you with reasonable alternatives or a refund as soon as possible. Please contact your consultant for our most up-to-date prices. We do not represent or warrant that our prices or any sale airfares are identical to or cheaper than any prices or sale airfares that might be available direct from the airline, or that our prices and sale airfares are identical to or cheaper than our online prices or sale airfares. Any reference to ‘optional’, ‘not included’ or ‘exclusions/excluded’ means at your own expense. A number of cities and/or countries charge city, bed, tourist occupancy or equivalent taxes and/or resort fees that must be collected by the accommodation provider locally and cannot be prepaid. To reconfirm if these amounts are applicable to your trip please check with your consultant.
Fuel Levies:
Fuel costs for air, land and cruise transportation are correct at the time of booking. Should there be a significant increase in fuel costs levied by third-party transportation operators before travel, a fuel supplement may be imposed.
Bonus Inclusions:
Many of the bonus inclusions which are incorporated into various packages have no associated costs to your package purchase price i.e. they are ‘free’ inclusions. This includes, but is not limited to, bonus inclusions such as cruises, golf, massages, day tours etc. Should you elect to cancel any component of your package there will be no refund forthcoming or any reduction in the overall package price. Additionally, should any ‘bonus’ inclusions be cancelled by an operator or any such service not be provided to you, no refund will be forthcoming, nor will any additional service or compensation be provided unless offered directly to you by the service provider responsible for that service. In such circumstances that the inclusion cannot be provided for any reason, we may elect to find an alternate date, supplier or inclusion.
Financial Arrangements:
We receive remuneration through commissions, financial incentives, fees or payments, rebates, other means including transaction processing fees, merchant service fees or other payments or credits of a similar nature and other means (together, “financial arrangements”) from third party travel service providers, card issuers, credit providers, payment service providers and/or other suppliers/partners for booking travel and travel-related products and/or services on your behalf and/or for providing other products and/or services (including any credit) to you. We are entitled to retain, and we are not required to account to you, for any such fees, payments or credits we may receive. We are not required by law to disclose the nature or value of these financial arrangements.
Deposit and Final Payment (Not applicable to online bookings, which must be paid in full at the time of booking):
You will be required to pay a deposit or deposits when booking. Your consultant will advise you of how much that will be. Subject to your rights under the Australian Consumer Law, all deposits are non-refundable for changes of mind or cancellations by you, or if the travel service provider’s terms and conditions provide that your deposit is non-refundable. If your deposit is refundable, this is subject to MyCruises or MyHoliday having received the funds from the travel service provider and/or being authorised by the travel service provider to refund your deposit. A deposit will generally secure your booking/seat, however prices quoted may change before you make the final payment for the reasons outlined in Prices above. Final payment is required no later than 4 months for Cruise and Tour bookings and 65 days for Land bookings prior to departure unless otherwise stated. Some products and/or services must be paid in full at the time of booking.
Once you have paid your second deposit, our Air Team will begin looking into your flight options and be in touch via email once they have found the perfect flights for your holiday. If after 7 days we have not received a response from you to our flight options email, we will select an appropriate available flight option for your cruise/tour package at our discretion. Any subsequent flight, cruise or package change or cancellation fees will be at your cost.
Our Change and Cancellation Fees:
Subject to your refund and remedy rights under the Australian Consumer Law, the following change or cancellation fees will apply to your booking (including online bookings and bookings made with a consultant), as set out in the sections below:
- Changes to Domestic/Trans-Tasman bookings will incur a fee of $110 per person in addition to any travel service provider fees.
- Changes to International bookings (excluding Trans-Tasman bookings) will incur a fee of $110 per person in addition to any travel service provider fees.
- Cancellations of Domestic/Trans-Tasman bookings will incur a fee of $150 per person for land bookings and $150 per person for cruise and tour bookings in addition to any travel service provider fees.
- Cancellations of International bookings (excluding Trans-Tasman bookings) will incur a fee of $400 per person for land bookings and $550 per person for cruise and tour bookings in addition to any travel service provider fees.
These change and cancellation fees reflect the reasonable, direct and indirect costs, time and effort incurred or involved in us providing booking and advisory services to you, as well as processing and managing the changes to, or cancellation of your booking.
All bookings are made on your behalf subject to the terms and conditions imposed by the travel service provider. If, for example, a travel service provider’s terms and conditions contain a “no refund policy”, we will only be able to provide you with the remedy provided by the travel service provider (if any), which may include a travel credit supplied by the travel service provider.
Travel service provider Change and Cancellation Fees:
Changed or cancelled bookings for any reason (including by reason of matters outside your or our control) may also incur travel service provider fees, as detailed below, regardless of whether travel has commenced. Please note package pricing generally includes wholesale product that cannot be sold or disclosed separately, the below percentages are an average of the cancellation costs of the respective components of the package products we sell.
| Date Range | Land Fee | Cruise/Tour Fee | Air Fee |
| Day of travel | 100% | 100% | 100%* |
| 1-29 days | 60% | 100% | 100%* |
| 30-60 days | 35% | 65% | 100%* |
| 61-99 days | 35% | 50% | 100%* |
| 100-180 days | 35% | 30% | 100%* |
| 181+ days | 35% | 10% | 100%* |
*Airfares are generally non-refundable, however we will refund any ticket taxes that may be refunded.
Travel service provider fees may also apply where a booking is changed for any reason and when tickets or documents are re-issued. Where we incur any liability for a travel service provider change or cancellation fee for any booking which is changed or cancelled for any reason, you agree to indemnify us for the amount of that fee. Where you seek a refund for a changed or cancelled booking for which payment has been made to the travel service provider, we will not provide a refund to you until we receive the funds from that travel service provider (which may take 12 weeks, or longer, dependent upon the travel service provider’s processing time). In the event we are still holding the funds, we can only provide you with a refund once we are authorised by the travel service provider to process your refund, subject to that travel service provider’s change or cancellation policy.
Change or Cancellation by You:
If you change any aspect of your booking, we will do our best to accommodate your request, but it may not always be possible. All changes will be subject to any applicable travel service provider fees and our change fees set out above, and you will be responsible for any increase in pricing that may occur as a result of your change request.
If you cancel any aspect of your booking, you will forfeit your deposit and you will be required to pay any applicable travel service provider fees and our cancellation fees set out above, and we will provide you with a refund for the remaining funds (if any). Alternatively, we or the travel service provider may offer you a travel credit for the full amount paid by you without applying any applicable travel service provider fees or our cancellation fees. If your deposit or booking is refundable, this is subject to us having received the funds from the travel service provider and/or being authorised by the travel service provider to refund your deposit or booking funds.
For instant purchase or non-refundable bookings, if you cancel any aspect of your booking, you will not be entitled to a refund, travel credit or other remedy from the travel service provider and/or us.
MyCruises and MyHoliday travel credits are subject to the MyCruises and MyHoliday travel credit terms and conditions below.
Change or Cancellation by a travel service provider:
The following terms apply to a cancellation by a travel service provider, except in the event of unavoidable or extraordinary circumstances (which are dealt with below).
To the extent permitted by applicable law, if your booking is cancelled by a travel service provider, the travel service provider will generally offer you in the first instance alternative travel arrangements of comparable standard if available (and will refund any price difference if the alternative is of a lower value), or a travel credit for the full amount paid by you. Alternatively, subject to the travel service provider’s change or cancellation policy, the travel service provider may offer you a refund of all money paid by you in respect of the booking, from which the travel service provider and/or we will deduct any unrecoverable costs, and any applicable travel service provider fees and our cancellation fees set out above.
“Unrecoverable costs” means all reasonable, direct and indirect costs we have incurred in relation to your booking, and includes amounts paid by us to other relevant travel service providers who are responsible for components of your booking and which may be non-refundable. For example, costs paid to overseas in-destination tour or transfer operators.
Unavoidable or Extraordinary Circumstances:
In the event of unavoidable or extraordinary circumstances, a travel service provider may materially modify or cancel your booking as set out below.
In these Booking Terms and Conditions “unavoidable or extraordinary circumstances” means any cause outside a travel service provider’s reasonable control which could not have been prevented or avoided even if all reasonable measures had been taken by the travel service provider (including, but not limited to, war, threat of war, riot, civil disturbances, industrial dispute, terrorist activity and its consequences, plague, epidemic, pandemic, infectious disease outbreak or any other public health crisis (including quarantine or other employee restrictions), natural or other disaster (such as volcanic ash or hurricanes or similar events), nuclear incident, fire or bushfires, adverse weather conditions (actual or threatened, including snow and fog), closed or congested airports or ports or other modes of transport, unavoidable technical problems with transport, unforeseen alterations to transport schedules, transportation disruptions or cancellations, domestic and/or international travel restrictions, changes to travel advisories and restrictions, changes to health advisories and quarantines, changes to immigration, labour and free-movement laws resulting from BREXIT, rescheduling of aircraft or boats or other modes of transport, changes to applicable laws and/or other government mandates (including evacuation orders and border closures), and similar events).
A material modification is one that has a serious impact on your booking and would cause substantial inconvenience to you (including a change of departure date, departure point or airport, or change of departure time of more than 12 hours).
Cancellation due to Unavoidable or Extraordinary Circumstances:
If your booking is cancelled due to unavoidable or extraordinary circumstances, either the travel service provider will offer you a travel credit or we may, subject to our hardship policy, offer you a MyCruise or MyHoliday travel credit for the full amount paid by you.
MyCruises and MyHoliday travel credits are subject to the MyCruises and MyHoliday travel credit terms and conditions below.
Payments by Credit Card, Debit Card and Cash:
Credit card surcharges of 0.9% for Visa, 0.48% for MasterCard, 0.9% for American Express will apply when paying by credit card.
Debit card surcharges of 0.39% for debit card Visa and 0.19% for debit card MasterCard will apply when paying by debit card.
You authorise us to charge all fees incurred by you in relation to the products and/or services provided by us to the credit card or debit card designated by you. If payment is not received from the card issuer or its agents for any reason, you agree to pay us all amounts due immediately on demand.
If you choose to save your credit card details with us, they will be securely stored and may be used for your future transactions with us (including transactions agreed over the phone or by email). You can choose to remove your saved credit card details at any time.
Payments via PayPal:
A 1% surcharge will apply when paying by PayPal.
Payments by BPAY (Not applicable to online bookings):
Please note that BPAY payments take up to 3 business days to process. If you are paying by this method, you will need to make the payment at least 3 business days prior to the actual due date. You must notify your consultant of your payment once it has been made.
Payments by Cheque (Not applicable to online bookings):
Please note that cheque payments (excluding bank cheques) require about 5 business days to process. If you are paying by this method, you will need to make the payment at least 5 business days prior to the actual due date. You agree not to stop payment of the cheque even when your booking is cancelled for any reason (including by reason of matters outside your or our control). You agree that we may apply the proceeds of the cheque to satisfy any liability you have to us, including any liability in respect of cancellation fees, before refunding the balance to you.
Taxes:
Airline taxes are subject to change and are confirmed at the time your airline ticket is issued. There may also be a local tax charged at some airports.
Service Guarantees:
Our booking and advisory services come with guarantees under the Australian Consumer Law that:
- they will be provided with due care and skill;
- they will be reasonably fit for the specified purpose;
- they can reasonably be expected to achieve the desired result; and
- they will be provided within a reasonable time.
If we fail to meet any of these guarantees, you have rights under the Australian Consumer Law.
Agency:
In general, we will act as an agent for, and sell various travel related products and/or services as agent on behalf of, numerous transport, accommodation and other service providers, such as airlines, coach, rail and cruise line operators, as well as our wholesalers and tour operators. Where we act as agent, any booking, advisory and other services (such as processing a change or cancellation with the relevant travel services provider) that we provide to you are collateral to that agency relationship. Where we act as agent, our obligation to you is to (and you expressly authorise us to) provide booking and advisory services, including making travel bookings on your behalf and arranging relevant contracts between you and travel service providers. We exercise care in the selection of reputable travel 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 made on your behalf are made subject to the terms and conditions imposed by these travel service providers, including conditions of carriage, fare rules, change and cancellation policies and limitations of liability. The travel service provider’s terms and conditions are separate to our Booking Terms and Conditions (which cover our booking and advisory services provided to you). The relevant travel service provider’s terms and conditions can generally be accessed on their country-specific website. If you would like any assistance to access any travel service provider terms and conditions, if you are not sure which terms and conditions apply to your booking, or if you would like us to provide you with a full copy of the travel service provider terms and conditions, please contact your travel consultant or, call 1300 692 784. The travel service provider’s terms and conditions may include terms and/or fees relating to booking cancellations or changes for reasons outside the travel service provider’s control, conditions relating to cancellations or changes on your part which may incur cancellation or change fees, the exclusion or limitation of liability of the travel service provider, and the provision of data about you or provided by you to a third party. Your legal rights in connection with the provision of travel services are against the specific travel service provider and, except to the extent a problem arises as a result of our gross negligence, fraud, criminal conduct or wilful misconduct, are not against us. Specifically, if for any reason (excluding gross negligence, fraud, criminal conduct or wilful misconduct on our part) any travel service provider is unable to provide the services for which you have contracted, your rights are against that provider and not against us. Although we will use due care and skill in performing our services, we will not always be able to verify if, and cannot guarantee that, all information provided by the travel service provider (including the travel service provider’s brochure and terms and conditions) is accurate, complete and correct. Subject to any rights and/or remedies you may have under the Australian Consumer Law, we cannot be held responsible or liable for any errors, omissions, interruptions (for example, aircraft substitutions, renovations occurring at hotels, swimming pool closures, accommodation inclusions or changes to inclusions, resort fees payable, breakdowns, repairs, upgrade or maintenance of systems), or inaccurate, misleading or untrue information or non-delivery of information by the travel service provider. If we become aware that the information provided by the travel service provider is incorrect or incomplete in any way, we reserve the right to correct any information (including, but not limited to, pricing information (except where pricing has been finalised)) and amend your booking (in consultation with you) to ensure that it reflects the correct price or otherwise contains the correct and complete information.
Liability:
To the extent permitted by law, neither MyCruises, MyHoliday nor any of its related bodies corporate, directors, officers, employees, servants or agents accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, force majeure, insolvency, or any other event which is beyond our control or which is not preventable by reasonable diligence on our part. Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation which can be claimed for death, injury, or delay to passengers and loss, damage, and delay to luggage. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law). This liability clause is subject to your rights under the Australian Consumer Law and nothing in these Booking Terms and Conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).
Supplier / Travel Service Provider Insolvency:
Without limiting the Agency section, for the avoidance of doubt, in the event of a third party provider being unable to provide you with the product and/or service you have booked due to that third party provider becoming insolvent or being placed under external administration, subject to your refund and remedy rights under the Australian Consumer Law, we have no obligation to reimburse you for the cost of your booking, or for any loss or damage you may otherwise suffer as a result of any such insolvency or external administration.
Special Requirements:
Please liaise with your consultant or, for online bookings call 1300 692 784, regarding any special requirements you may have for your travel arrangements such as special meal and seating requests, room type or disabled access.
Frequent Flyer or Other Loyalty Program:
When booking with one of our consultants, please let them know your frequent flyer membership details (or other applicable loyalty program details) for inclusion in your booking. If you are booking online, please insert these details in the space provided for inclusion in your booking. Please check your frequent flyer program (or other applicable loyalty program) for the specific terms of your membership. We cannot guarantee that the supplier of your frequent flyer or other loyalty program will credit you with points for your booking or provide you with any other particular benefit, including (without limitation) status credits or lounge access. It is your responsibility to check whether your booking is eligible for any such benefits.
Schedule Changes:
We recommend that you contact the travel service provider to confirm your scheduled departure time 24 hours prior to your departure. The airlines have the right to reschedule or cancel flights at any time. It is your responsibility to contact the airline prior to travel to ensure the scheduled departure time has not changed. We do not accept responsibility should changes occur nor do we accept responsibility for any additional cost incurred by you to make alterations to your booking to accommodate these changes as these are beyond our control.
Itinerary Variations:
Itineraries may be varied by the operator from time to time due to but not limited to factors such as high or low water levels, flooding, lock closures, unscheduled vessel maintenance, local conditions or for any other circumstances beyond our control, variations include but are not limited to cabin allocation changes, cabin type change, differing sail date, alternate ship, alternate route or cancellation. The operation of tours and attractions may be subject to minimum numbers.
Privacy Policy:
We are committed to protecting your personal information and agree to handle your personal information in accordance with our Privacy Policy, which is available online at https://www.ignitetravel.com/ignite-travel-privacy-policy/ For complete details, you should review the full text of our Privacy Policy. By way of general comments, in providing personal information to us, you agree that our Privacy Policy will apply to how we handle your personal information and you consent to us collecting, using and disclosing your personal information as detailed in our Privacy Policy. In particular, you agree that in certain circumstances (such as where you request us to book international travel for you), we are permitted to disclose your personal information to overseas recipients. Such recipients may include the overseas travel service providers (e.g. airlines, accommodation or tour providers) with whom you make a booking. These travel service providers will in most cases receive your personal information in the country in which they will provide the services to you or in which their business is based. We may also disclose your personal information to our overseas related entities and to service providers (including technology platforms) who perform services for us within and outside of Australia. Generally, we will only disclose your personal information to these entities and/or persons in connection with the facilitation of your travel booking and/or to enable the performance of administrative and technical services by them on our behalf. Where we disclose your personal information to any entity and/or person (including any overseas recipients), you agree that: (i) in the case of travel service providers or other recipients who are providing services directly to you, we will not be required to ensure that recipient’s compliance with Australian privacy laws or otherwise be accountable for how they handle your personal information and you acknowledge and agree that your rights in relation to their handling of your personal information are governed by the contract between you and that recipient (which may include their privacy policy); and (ii) in the case of our related entities and travel service providers who perform services for us, we will take reasonable steps to ensure that recipient’s compliance with Australian privacy laws. When used above, “disclose” includes to transfer, share, send, or otherwise make available or accessible to another person and/or entity.
Monies Not Held On Trust:
You agree and acknowledge that all monies paid by you to us will not be held by us on trust for and on behalf of you and we may hold such monies in any account as we see fit, including with our own and/or other customer monies. All monies paid by you to us will be the property of Ignite Holidays Pty Ltd, but some of it might also be or become a debt due and payable by us to the travel service provider, in accordance with the payment terms we have agreed with that travel service provider (net of any form of remuneration to which we are entitled). Payment will generally be made to the travel service provider before the services to which the money relates are provided. However, in some cases, payment will be made to the travel service provider after the services to which the money relates have been provided to you. In respect of monies paid for flights for an IATA airline, such monies might be held on trust for that IATA airline, in accordance with the payment terms we have agreed with that IATA airline. In the event we hold the monies, we can only provide you with a refund once we are authorised by the travel service provider to process your refund, subject to that travel service provider’s change or cancellation policy.
Peace of Mind – Change Your Booking at Anytime:
You can cancel or amend your booking at any time by contacting our Customer Service Team on 1300 692 784. Travel service providers are entitled to impose charges for cancellations or amendments, which can be up to 100% of the amount paid to them for the relevant service, regardless of whether travel has commenced. When you amend your booking a $110 per person fee will be charged, together with any additional amendment fees applied by the service providers. When you cancel your booking a $150pp fee will apply to domestic bookings and a $400pp fee will apply to Land international bookings and $550pp for Cruise and Tour international bookings, together with any additional cancellation fees applied by the service providers. Once/if we receive a refund from the travel service providers, we will pass that refund onto you less the fees indicated.
Any bookings cancelled by the supplier due to the Australian (Federal or State) or New Zealand Government Outbound/Inbound International or Domestic Travel Restrictions or Quarantine Mandates, a fee free amendment, or full refund, will be offered. If flights are cancelled by the airline your booking will be subject to the applicable airline policy effective at the time of cancellation, which may only offer the option of a travel credit for the cancelled booking.
If your booking is not affected by the Australian (Federal or State) or New Zealand Government Outbound/Inbound International or Domestic Travel Restrictions or Quarantine Mandates and you decide to cancel or modify your booking, cancellation or amendment fees apply as per standard terms and conditions.
MyCruises or MyHoliday Gift Voucher:
To make a booking using your gift voucher please call 1300 692 784, you must quote a valid gift voucher identification number to be able to redeem for a holiday package.
Gift voucher terms and conditions form part of the full terms and conditions that can be found at www.mycruises.com.au or myholidaycentre.com.au. Gift vouchers should be treated like cash, lost or stolen vouchers will not be replaced or refunded.
Gift vouchers are personal to the individual receiving them and can only be redeemed by that individual.
Gift vouchers are not refundable after purchase, any amounts not used in 1 transaction will remain as a credit. Gift vouchers are only to be used against the published packages found at www.mycruises.com.au and myholidaycentre.com.au.
Gift vouchers are valid for 36 months from date of purchase. Expired vouchers are non-refundable in whole or part. Once expired, vouchers are no longer valid and will not be honoured.
Existing gift vouchers or credits cannot in any circumstances be used to purchase gift vouchers in full or as part-payment.
Your Gift Voucher may only be used to make purchases up to the initial Gift Voucher value. If you wish to make a purchase for an amount that exceeds the Gift Voucher value or the Remaining Gift Voucher Value, you must pay the excess using another payment method.
Where a trip paid using gift vouchers is cancelled, if any refund is due, will be refunded onto a new gift voucher.
Gift Vouchers cannot be cancelled once they are issued except if voided by MyCruises or MyHoliday if their value is used or if they expire. Gift Vouchers may not, without the prior written consent of MyCruises or MyHoliday be resold or offered for resale at a premium (including via online auction or other unauthorised resale sites) or used for advertising, promotion, or other commercial purposes (including competitions and trade promotions) or to enhance the demand for other goods or services. If a Gift Voucher is sold or used in breach of this condition, MyCruises or MyHoliday may in its absolute and sole discretion cancel or render invalid the Gift Voucher without a refund and the Gift Voucher holder may be refused redemption of the Gift Voucher. MyCruises or MyHoliday will take all reasonable steps to notify you of MyCruises or MyHoliday’s intention to cancel or render invalid a Gift Voucher within a reasonable time before cancelling or rendering invalid the Gift Voucher.
MyCruises or My Holiday may cancel or render invalid any Gift Voucher (including any available balance) which MyCruises or MyHoliday determines in its absolute and sole discretion was purchased at any time and in any way (including via online auction or other unauthorised resale sites) by fraudulent means. MyCruises or MyHoliday may cancel any bookings made using any fraudulent Gift Voucher which may include any non-refundable amounts. MyCruises or MyHoliday will not be responsible for any costs incurred by you if you purchase or attempt to redeem any fraudulent Gift Voucher. You acknowledge and agree that you will not be entitled to redeem any available balance on any fraudulent Gift Voucher and that MyCruises or MyHoliday will not be obliged to hold such balance on file for you or otherwise redeem or exchange that Gift Voucher. Gift Vouchers may not be used for payment of credit or retailer accounts.
Personal information collected in relation to your Gift Voucher will be handled in accordance with the Ignite Holidays Pty Ltd Privacy Policy which is available at https://www.ignitetravel.com/ignite-travel-privacy-policy/
The laws of Queensland, Australia apply to these terms and conditions and any disputes arising in relation to them.
MyCruises or MyHoliday Travel Credit:
This section relates to MyCruises or MyHoliday Travel Credits, as distinct from any credit a travel service provider may hold for you (Supplier Credit). To find out more about your Supplier Credit, please contact your consultant.
All MyCruises or MyHoliday travel credits are subject to the following MyCruises or MyHoliday travel credit terms and conditions:
a) Your MyCruises or MyHolidaytravel credit (Travel Credit) will be valid until its expiry date (Term). You may redeem your Travel Credit during the Term for a future booking which involves travel that will happen after the expiration of the Term.
b) Regardless of where you made your original booking (over the phone, by email or online), the Travel Credit lies with MyCruises or MyHoliday and will be accessible through MyCruises or MyHoliday or any other channel when you rebook using your Travel Credit.
c) A Travel Credit may be used for one or multiple future travel bookings and any balance will be held by MyCruises or MyHoliday in accordance with these Travel Credit terms and conditions.
d) No MyCruises or MyHoliday booking fees will be charged to you when you make a booking using your Travel Credit, however you may be charged any applicable fees or charges imposed by any travel service provider you book your travel with through us.
e) Once you have made a booking using your Travel Credit, the terms and conditions otherwise set out in these Booking Terms and Conditions will apply to that booking.
f) Travel Credits: (i) are non-refundable in full during the Term or at the expiration of the Term (ii) are non-transferable; (iii) are not cash or currency, and are not a stored value, gift card or store credit product; (iv) cannot be combined with other offers, vouchers or discounts; (v) cannot be redeemed for cash or credit, except where required by law or in accordance with these terms; and (vi) cannot be used or reissued past the Term except at the sole discretion of MyCruises or MyHoliday. You may not purchase or sell Travel Credits and MyCruises or MyHoliday do not sell Travel Credits. Travel Credits are the property of MyCruises or MyHoliday until redeemed against a booking.
g) If you initiate a credit card dispute or chargeback with your bank or credit card company for the return of the funds charged for your travel booking, you won’t be eligible for a Travel Credit for such booking. To the extent permitted by law, MyCruises or MyHoliday reserves the right to refuse, void, cancel, reject, or hold for review your Travel Credit if we believe that you have initiated a chargeback for your travel booking and also elected to receive a Travel Credit despite the chargeback.
h) By accepting a Travel Credit, you are agreeing that the Travel Credit is in lieu of any refund you might be entitled to receive in connection with cancelling your travel booking whether under the cancellation policy, our Booking Terms and Conditions, or applicable law. By electing to receive a Travel Credit and/or by using the Travel Credit you are agreeing to these Travel Credit terms and conditions.
i) Subject to your rights under Australian Consumer Law, upon acceptance of a Travel Credit, you release MyCruises or MyHoliday from any and all claims and liabilities, without limitation, relating to your travel booking, your inability to complete the travel booking, and/or any refund or compensation you might be entitled to in relation to cancelling your travel booking.
j) Except where prohibited by law, MyCruises or MyHoliday reserve the right to refuse, void, cancel, reject, or hold for review any Travel Credit mistakenly applied in an incorrect denomination or applied or procured, directly or indirectly, in connection with fraudulent actions, fraudulent claims, compensation abuse or in connection with any violation of these Travel Credit terms and conditions or MyCruises’s or MyHoliday’s Booking Terms and Conditions. MyCruises or MyHoliday also reserve the right to any remedy, including disqualifying you from participation in the Travel Credit offer, if it suspects or determines that you have committed fraud or otherwise violated the Travel Credit terms and conditions or MyCruises’s or MyHoliday’s Booking Terms and Conditions.
k) The above MyCruises or MyHoliday Travel Credit terms and conditions do not apply to any Supplier Credit vouchers issued by MyCruises or MyHoliday. Supplier Credit vouchers reflect the value held in credit for you by the relevant travel service provider and the relevant travel service provider’s credit conditions will apply to your Supplier Credit. Supplier Credit vouchers are generally non-refundable (there are some exceptions to this, for example, compassionate requests for refunds are sometimes considered by some travel service providers, or if a travel service provider has agreed to change their terms and conditions about refunds).
Modifications of these Booking Terms and Conditions:
We reserve the right to modify any of these Booking Terms and Conditions (including the Travel Credit terms and conditions) at any time without prior notice. If we make changes to any of these terms and conditions, we will post the amended terms and conditions on the flightcentre.com.au website, applications, or services, which are effective upon posting. The applicable terms that apply are those in effect at the time you make a booking (including by using any Travel Credit) with us.
Governing Law:
If any dispute arises between you and us, the laws of Australia will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Australia, and waive any right that you may have to object to an action being brought in those courts.
Acknowledgement:
You acknowledge that you are 18 years of age or older and that you understand and agree with the above Booking Terms and Conditions and our Privacy Policy.
These terms were last updated on 1 November 2024