Woman wheeling a blue suitcase outside an airport. She has her head down with her brown hair tied up and a pink face mask on. She's carrying a passport with a ticket tucked out of it.

By checking the terms and conditions of any bookings, you can make informed choices about your travel plans before you book.

Here are some things to consider.

  • If you’re travelling interstate or overseas, your plans could be impacted by unexpected events or localised disasters.
  • For overseas travel, check the latest Smart Traveller (external site) advice for information about any potential security issues.
  • In the terms and conditions of a hotel booking for example, check what the business/booking provider is offering if you're prevented from travelling.
  • Check the cancellation policies before you book an experience. If you cancel your travel booking before the provider cancels the service, this could be viewed as a change of mind. The business may not be obliged to refund your money.
  • Consider travel insurance with specific protections for your bookings. Check with the insurer about what is covered with your policy, as COVID-19 may be excluded from coverage along with all pandemic events.
  • Consider the way you pay. If you don’t receive the goods or services you’ve paid for, you may be able to get a chargeback from your bank if you paid using a credit card or selected credit on your debit card. If you paid by PayPal, you may be able to make use of its dispute resolution processes.
  • Do your research by checking out independent reviews of the provider. You can learn from other people’s experience and better manage your expectations.
  • Remember to keep your proof of purchase and other booking documentation.

The most common queries we receive relate to air services and hotels so don’t just travel smart, book smart too.

Check out some travel booking FAQs to help make informed travel choices.

There are also further useful tips on SA.GOV.AU (external site) about booking with an agent and dispute resolution.

Flights

Learn more about your rights relating to flight delays and cancellations from the ACCC website (external site).

If you cannot resolve the issue directly with the airline, contact the Airline Customer Advocate (external site). They provide a free and independent service to eligible customers of major Australian airlines by facilitating the resolution of current unresolved complaints about airline services.