Connected Travel Pty Ltd is a licensed travel agent and an accredited member of ATAS.


Please read the following Terms and Conditions carefully before making your booking. 

References to “us”, “we” and/or “our” in these terms and conditions refer to Connected Travel Pty Ltd.  References to “you” and “your” in these terms and conditions refer to the customer including their travelling party.

The person making the booking must be at least 18 years of age and must be authorised to make the booking on behalf of the members in the travelling party. We will rely on the authority of the person making the booking to act on behalf of all other travellers in the booking and that you will bind all such travellers to these terms and conditions.

You are responsible for verifying that any information you provide on behalf of another traveller is complete and accurate. Under no circumstance will we be liable for any errors or omissions in the information provided to us to complete your booking.


These booking conditions govern your relationship with Connected Travel Pty Ltd.

AGENCY – Our obligation to you is to (and you expressly authorise us to) make travel bookings on your behalf. Your booking is contracting you with the suppliers, wholesalers and third party operators whose terms and conditions (including conditions of carriage and limits on liability) apply to your booking.  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. You are responsible for reading these before finalising your transaction. Copies of the suppliers terms and conditions are available upon request. 

BOOKING CONTRACT – Your booking is confirmed and a contract exists when we issue a written confirmation after receipt of the applicable deposit amount. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. 

PRICES – All prices are quoted in Australian Dollars unless stated otherwise. Please note that until you pay for your booking in full, all costs shown are subject to change with or without notice due to currency fluctuations, airline or tour operator surcharges or other unforeseeable circumstances.

SUPPLIER CHANGE AND CANCELLATION FEES – If you change or cancel your booking you will incur a change fee and/or cancellation charge from the supplier. This can be up to 100% of the cost of the booking, regardless of whether travel has commenced. The exact amount of this charge will vary depending on the suppliers terms and conditions. 

OUR CHANGE FEES – The following change fees apply to all bookings:

  • Changes to Domestic/Trans-Tasman bookings will incur a fee of $30 per passenger per booking in addition to supplier fees and any fare/tax difference. 
  • Changes to International bookings will incur a fee of $90 per passenger per booking in addition to supplier fees any fare/tax difference.

REFUNDS – If you are entitled to a refund Connected Travel is unable to provide you with funds until we receive the funds from the supplier. We are not responsible for supplier delays in issuing refunds. Note that suppliers can take up to 12 weeks to process a refund. Your Connected Travel agent has provided a service to you by consulting and securing your reservations. Our service to you will continue by facilitating any cancellations you require and following up with suppliers to chase the refunds. We will not impose any additional cancellation fees for managing the refund process of your booking however, we will retain the income/commission we derived from the initial facilitation and booking of your holiday arrangements. 

DEPOSITS AND PAYMENTS – Your deposit payment is not refundable. Some airfares or services must be paid in full at the time of booking. Final payments are required by the due date on your booking and failure to make payment by the due date may result in your booking being cancelled and your deposit will be forfeited. 

CREDIT CARD FEES – MasterCard  1.2% / Visa 1.4% / American Express 1.8%

TRAVEL INSURANCE – Your holiday safety and enjoyment is extremely important to us, therefore, we strongly recommend that you obtain travel insurance.  Insurance should be taken out at the same time any initial money has been paid. If you decline the offer to purchase Travel Insurance from us you are responsible for organising and ensuring you have adequate cover. If your travel insurance is not purchased through Connected Travel a processing fee of $99 claim will apply if we are required to gather information and documents in preparation for your claim.

If you have any pre-existing medical conditions, these must be disclosed and assessed before your purchase. If cover is approved an additional premium may be payable.

PASSPORT / VISA – It is your sole responsibility to ensure you have a valid passport at the time of travelling and that you hold all necessary visas and permits. The website provides you with up to date visa and travel requirements. 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. 

  • Your travel documents and airline tickets must exactly match the name and spelling that appears in your passport. 
  • Please ensure that you advise your consultant of the correct details at the time of initial booking.  We prefer to sight your passport before any bookings are made. We will not be liable for any incorrect information given to us nor for any re-issue fees imposed by us, the airline or tour operator should re-issue of documentation be required. 
  • If you are not travelling on an Australian passport it is your responsibility to inform us immediately. Visa requirements may differ.  
  • If you are an Australian resident it is your responsibility to obtain the necessary re-entry visa into Australia.
  • Although we are happy to assist in obtaining visas, issuance and compliance is not our responsibility.
  • We will not be held responsible should you be unable to obtain the correct visa or permit to undertake your journey.
  • Deportation for non-issuance or incorrect visa(s) is at the traveller’s expense. 
  • Entry to any country is always at the discretion of local officials.

FREQUENT FLYER PROGRAMS – If you are a member of an airline frequent flyer programme, please advise your membership number at the time of booking. Please ensure you retain your boarding passes and copies of tickets for point verification against your statement. Without these you may be unable to claim points. Matters related to Frequent Flyer Reward Programs, accumulating points and redeeming points is not our responsibility and must be dealt with directly with the airline.  Please note Frequent Flyer points are not always available on special fares with some airlines.

SPECIAL REQUESTS – If you have any special requests such as smoking or non-smoking rooms, aisle or window seats, special dietary requirements, airport assistance or hotel room type and/or location, we will make these requests on your behalf. The service provider is responsible in actioning this request and will only do so subject to their availability. 

TRAVELLERS HEALTH ADVICEYou must ensure that you are aware of any health requirements and recommended precautions relevant to your travel. We recommend that you contact your local doctor for advice on the most up-to-date information.  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.  General health advice for the destination you wish to visit is also available from DFAT (see 

GOVERNING LAW – Your contract with Connected Travel is governed by the laws of Victoria and you agree to submit to the jurisdiction of the courts of Victoria to determine any dispute pertaining to the contract.

PRIVACY ACT – Connected Travel complies with the National Privacy Principals in the Privacy Act 1988.  For further information a copy of our privacy policy is available.  In order for us to process your travel arrangements we may disclose personal information to our travel providers.

GOVERNMENT WARNINGS –  It is our recommendation that you thoroughly read the Australian Government Advisory website  and follow the advice provided by the Department of Foreign Affairs This will enable you to make well-informed decisions about travelling to countries with any travel warnings. In some instances, whilst travel to some countries is not advisable and some clauses of the travel insurance coverage may not be affective, we appreciate that you may still need to travel to those areas.  Whilst we are prepared to make these bookings on your behalf we do so without responsibility or liability. 

LIMITATION OF LIABILITY – Subject to Australian Consumer Law, we do not accept any liability in contract, tort or otherwise for any injury, death, damage, loss, delay, additional expenses or inconvenience caused by the suppliers or third party providers. We do not accept any liability in respect of the supply of any element of your booking. Any claim for damages, injury, illness, loss or death is between you and the relevant supplier of the travel services or products.

SUPPLIER COMMISSIONS – We may receive commissions, gifts or financial incentives from suppliers and third parties under this contract.  

FORCE MAJEURE – Neither Party will be liable for any failure or delay in performing an obligation under this Agreement that is due to any of the following causes, to the extent beyond its reasonable control: acts of God, accident, riots, war, terrorist act, epidemic, pandemic, quarantine, outbreaks of infectious disease or any other public health crisis, civil commotion, breakdown of communication facilities, natural catastrophes, governmental acts or omissions, changes in laws or regulations, national strikes, fire, explosion, generalised lack of availability of raw materials or energy. For the avoidance of doubt, Force Majeure shall not include: 

  • financial distress nor the inability of either party to make a profit or avoid a financial loss, 
  • changes in market prices or conditions, or 
  • a party’s financial inability to perform its obligations hereunder.  In the event that a force majeure applies, the customer will be bound by the supplier’s terms and conditions. 


Terms and conditions last updated August 2020