Booking Terms & Conditions - Australia & New Zealand Journeys

Please read the conditions below carefully as they set out the basis upon which we accept all bookings. We reserve the right to amend our booking conditions from time to time. Please check with your travel consultant for our up to date booking conditions. We also have different terms & conditions for different travel styles.

To download our 2021-22 Australia & New Zealand Tailor-Made Travel T&C's - Click here.

Please click here to view our International Journey Booking Terms & Conditions.

Tailormade Travel Terms and Conditions for Bookings made in Australia or New Zealand for travel in Australia or New Zealand.

Please ensure that you read all of the Conditions below. In particular, we draw your attention to the following Clauses: 

  • Clause 2 – Basis of Contract 
  • Clauses 3.1 and 3.2 – Quotations and Deposits 
  • Clause 3.5 – COVID-19 Acknowledgment 
  • Clause 4.1 and 5.1 – Price Policy and Final Payment 
  • Clause 7 - Cancellations by the Customer 
  • Clause 8 - Force Majeure and Material Alterations by A&K 
  • Clause 9 – Obligations and Liability 
  • Clause 16 – Travel Advisories and Warnings

Payment of a Deposit indicates your acceptance of these Conditions.  A contract is formed once the Customer has paid the Deposit.

1. Definitions

“A&K” means Abercrombie & Kent (Australia) Pty Ltd ACN 005 422 999.

“ACL” means the Australian Consumer Law set out in Schedule 2 of the Competition and Consumer Act 2010.

“Booking” means a Customer’s acceptance of a Quotation as informed to A&K, subject to these Conditions.

“Conditions” means these Terms and Conditions.

“Contract” means any agreement for the provision of Services by A&K, and the provision of the Travel Arrangements, to the Customer.

“Customer” means a person, jointly or severally if more than one, acquiring Services from A&K, or acquiring Travel Arrangements. 

“Departure Date” means the date scheduled for the Customer to depart at the start of the Travel Arrangements.

“Deposit” means an amount payable by the Customer to A&K at the time of Booking, as set out in a Quotation.

“Force Majeure Event” means unusual and/or unforeseeable events, beyond the control of A&K or the Suppliers, that affect the ability of A&K to provide the Services or the ability of the Suppliers to provide Products,  including, but without limitation, acts of God, flood, drought, earthquake, extreme weather or other natural disaster, epidemic, pandemic or significant risk to human health such as the outbreak of disease (including but not limited to COVID-19 and any disease caused by a new strain of the coronavirus), terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations, nuclear, chemical or biological contamination or sonic boom, any law, guidance or advice issued, or any other action taken by a government (local or national) or port, border, river and/or aviation authority (local or national) or other public authority, collapse of buildings, fire, explosion or accident, or interruption or failure of utility service. 

“GST” has the definition given in A New Tax System (Goods and Services Tax) Act 1999 (“Act”) or any amending legislation, and includes any similar value–added or consumption tax.

“Material Alteration” means a material change to the Travel Arrangements as reasonably determined by A&K. Examples of a Material Alteration may include, but are not limited to, the following alterations, when made before departure: a change of flight time by more than 12 hours, a change of airport (except between airports serving the same city), a change of destination or a change to a lower standard accommodation, and/or price.

“Products” means individual components of Travel Arrangements, including but not limited to accommodation, airfares, meals, transport, cruises and tours.

“Quotation” means A&K’s quotation provided to the Customer in respect of proposed Travel Arrangements.

“Refundable Amounts” means the amount/s paid by a Customer to A&K in respect of a particular service the subject of amendment or cancellation, less any unrecoverable costs incurred by A&K and any Retainable Amounts.

“Retainable Amounts” means any Amendment Charge, any Cancellation Charge, and any other amount unrecoverable by A&K or identified in a Quotation as retainable.

“Services” means the booking and payment services provided by A&K in relation to the Travel Arrangements, and the delivery of the Travel Arrangements which are directly controlled by A&K, but does not include delivery of any Products provided or to be provided by Suppliers.

“Suppliers” means the parties that are responsible for providing the individual Products.

“Supplier Fees” means any amounts payable by the Customer to a Supplier, including but not limited to amounts payable to the Supplier in the event of amendment or cancellation.

“Tax Invoice” means a tax invoice which complies with the definition contained in section 29 – 70 of the Act or any amending legislation.

“Travel Arrangements” means the travel arrangements made by A&K including all Products.

2. Basis of Contract

2.1 The Conditions apply exclusively to every Contract for Services by A&K to the Customer and cannot be varied or supplanted by any other condition unless expressly accepted in writing by A&K.

2.2 Acceptance: Payment of a Deposit indicates the Customer’s acceptance of the Conditions. A contract is formed once the Customer has paid the Deposit.

2.3 Different Products may have specific terms and conditions, Deposit requirements and cancellation charges applicable to the Products. These will be communicated in the Quotation or prior to the Customer making a Booking.

2.4 Customers who book with A&K are also bound by the terms and conditions of any relevant Suppliers (Supplier T&Cs) insofar as they relate to Products and Travel Arrangements, and the Customer accepts and agrees that:

(a) it is the Customer’s responsibility to read and understand the Supplier T&Cs as provided to them or where access is made available to them; and

(b) in the event of an inconsistency between these Terms and any Supplier T&Cs, these Terms will prevail to the extent they relate to any Contract between a Customer and A&K.

3. Making a Booking For Your Travel Arrangements

3.1 Quotations are valid for a period of 7 days.

3.2 Deposit – a Deposit of 10% of the total cost set out on the Quotation or $500 per person (whichever is the higher amount) and full names of all Customers as per passports are required to secure a Booking. The Customer is responsible for the accuracy of the information it provides. There may be an additional Deposit depending on the policies of the Supplier of Products. Any additional Deposits will be advised at or before the time of making a Booking.

3.3 Requests to make a Booking within 45 days before the Departure Date (for Tailor made) and 60 days for (Small Group Journey) must be accompanied by full payment and may be subject to an urgent processing fee, in addition to any applicable Supplier Fees.

3.4 A minimum length of 3 nights of Travel Arrangements is required.

3.5 COVID-19 Acknowledgement - Prior to making a Booking, the Customer must sign an acknowledgement attesting to their fitness to travel and agreeing to comply with all health protocols as directed by A&K staff during their Travel Arrangements. If the Customer is making a Booking on behalf of a group of individuals, all members of the travelling party above 18 years of age must sign an acknowledgement. For individuals under 18 years of age, a Parent or Guardian must sign on their behalf. The Customer must not travel if they test positive for COVID-19 during the 14 days prior to departure; standard cancellation terms will apply. The Customer must maintain adequate physical distancing and frequently wash or sanitize hands during their Travel Arrangements. Masks are required to be worn in accordance with local regulations and recommended to be worn at all times in vehicles, indoor spaces, and any outdoor spaces where physical distancing is not possible. Noncompliance with these measures will result in not being able to continue on the Travel Arrangements. The Customer voluntarily assumes all risks and related expenses in the event that they or any member of their travelling party require testing, quarantine or become infected with COVID-19. 

4. Price Policy

4.1 All prices shown herein are per person in Australian Dollars unless otherwise specified. Prices shown are indicative only and usually for travel during the low season. ‘From’ prices are the lowest prices for the Products we believe are available based on known costs, and information available from Suppliers at the time of establishing those prices. Prices do vary across date ranges, are subject to availability and to change due to factors including currency exchange rate fluctuations fuel levies, tax changes, or any other changes in connection with the Travel Arrangements. Please contact A&K for best available price for your preferred travel dates. Prices are subject to the Quotation provided.

4.2 Travel Arrangement prices set out in a Quotation are for the entire package of Products, and itemised component costs cannot be given.

4.3 Prices per person may be based on Products being booked for all Customers in the Booking, and accordingly Customers must travel together throughout the Travel Arrangements, unless variations are explicitly agreed.

4.4 Surcharges – the price of the Travel Arrangements is subject to the possibility of surcharges. Surcharges may be incurred (without limitation) in connection with: currency exchange rates, increases in Product prices, fuel levies, scheduled airfares, hotel, cruise and ground transportation charges, entrance fees, government imposed charges and taxes, and any other increases in connection with the Travel Arrangements.

4.5 Where there is any change in the costs incurred by A&K in providing the Services, A&K may vary its price to account for such change by notifying the Customer, whether or not the Customer has made full payment.

4.6 Changes in the Australian Dollar – the financial commitments A&K undertakes in order to offer the prices mean that prices cannot be reduced or refunded if the Australian dollar strengthens.

4.7 Products not Utilised – no refunds are made in respect of Products booked but not utilised, for example, flights, accommodation, meals and sightseeing excursions.

4.8 Goods and Services not Included – the following are excluded from the Travel Arrangements price: International Airfares, arrival and/or departure taxes, fuel levies and surcharges, passport and visa costs, travel insurance, personal expenditure including drinks, laundry, room services, meals and gratuities, unless expressly included.

4.9 Prices set out in a Quotation include GST. Prices for the supply of the Travel Arrangements and the Services exclude any other taxes, duties or imposts imposed on or in relation to the Travel Arrangements and the Services in Australia or overseas. The Customer is liable to pay any amount of GST imposed on any Product.

5. Payment

5.1 Final Payment – unless otherwise agreed in writing, the final payment must be received by A&K no later than 45 days (for Tailor-Made) and 60 days (for Small Group Journeys and Luxury Lodges) and 90 days (for True North Products) prior to the Departure Date.

5.2 Where a Booking is made less than 45 days (for Tailor-Made), 60 days (for Small Group Journeys and Luxury Lodges) and 90 days (for True North Products) before the Departure Date, full payment must be made at the time of the Booking.

5.3 If you pay A&K by credit card, a surcharge will be added to the total price. The current surcharge for all credit cards is 1.5% of the total price.

6. Amendments by the Customer

6.1 A&K will endeavour to assist if the Customer requests an amendment to the Travel Arrangements up to 45 days (for Tailor-Made) and 60 days (for Small Group Journeys and Luxury Lodges) prior to the Departure Date subject to the following:

a) Amendment Charge – fees may apply to any Customer requesting a change to a confirmed Booking or Contract. 

b) Additional Charges – all other expenses incurred by A&K may also be payable by the Customer at A&K’s discretion.

c) Any charges arising from a request for an amendment are payable by the Customer whether or not A&K is successful in confirming the requested amendment.

d) Late Amendments – amendments made by the Customer within 45 days (for Tailor-Made) and 60 days (for Small Group Journeys and Luxury Lodges) of the Departure Date are treated as cancellations and re-bookings. Cancellation charges apply as detailed below.

7. Cancellations by the Customer

7.1 The Customer must give A&K notice if the Customer intends to cancel any Travel Arrangements.

7.2 Charges – Unless otherwise agreed by A&K and the Customer in writing, the following cancellation charges, excluding international airfares, are payable by the Customer based on the number of days prior to the Departure Date A&K receives notice of cancellation.

Tailor-made

Days prior to Departure Date     Amount or Percentage of Travel Arrangements Price Payable

46 days or more                        10% cancellation fee or $500 per person (whichever is higher)

45-31 days prior                        50% cancellation fee

30-15 days prior                        75% cancellation fee

14 – 0 days prior                        100% cancellation fee

 

Small Group Journeys

Days prior to Departure Date     Percentage of Travel Arrangements Price Payable

61 days or more                        10% cancellation fee or $500 per person (whichever is higher)

60 – 46 days prior                      50% cancellation fee

45 - 0 days prior                        100% cancellation fee

 

The Customer agrees the sums referenced in the cancellation provisions above are not a penalty and represent a genuine pre-estimate of the loss and damage to which A&K will be subject in the event of such cancellation. These include, amongst other costs but not limited to, fees charged by hotels and travel suppliers to A&K for cancelled bookings.

7.3 Additional Charges – the Customer may further incur Supplier Fees for cancellation, including flight providers, over which A&K has no control. These charges can vary up to the amount paid.

7.4 A&K may treat a Booking as cancelled and levy cancellation charges if the Customer does not pay the balance of the Travel Arrangements price 45 days (for Tailor-Made), 60 days (for Small Group Journeys and Luxury Lodges) and 90 days (for True North Products) prior to the Departure Date.

8. Force Majeure and Alterations by A&K

8.1 A&K and, where applicable, any relevant Supplier, shall be excused from performance of their respective obligations under these Conditions to the extent that it is prevented from acting due to circumstances amounting to a Force Majeure Event, for as long as such circumstances last and affect such performance.

8.2 To the maximum extent permitted at law, A&K is not liable to the Customer or any third party in any way whatsoever to the extent provision of the Services, or availability of the Products or any part of the Travel Arrangements, is impacted by a Force Majeure Event.

8.3 Where a Force Majeure Event occurs, if A&K seeks to rely on clause 8.1, it must:

(a) give immediate notice to the Customer stating the nature of the event, and its likely duration (if known to A&K), and the effect of the Force Majeure Event on its ability to perform any of its obligations under these Conditions; and

(b) use all reasonable endeavours to mitigate the effect of the Force Majeure Event on the performance of its obligations.

8.4 If A&K considers the provision of its services to a Customer, or a Product or the Travel Arrangements or any party of a Product or the Travel Arrangements, is or will be impacted by a Force Majeure Event, it may:

(a) suspend or terminate the Agreement by written notice to the Customer;

(b) cancel the Travel Arrangements or any part of the Travel Arrangements;

(c) subject to Clause 8.5, offer the Customer alternative Travel Arrangements of comparable standard as may be appropriate in the circumstances; or

(d) elect to offer the Customer, at A&K’s discretion:

(i) travel credit with A&K in the sum of the Refundable Amounts; or

(ii) a refund in the sum of the Refundable Amounts.

8.5. If a Customer accepts an offer made by A&K under clause 8.4(c):

(a) Unless otherwise agreed by A&K in writing, A&K may charge the Customer, and the Customer must pay, the Amendment Fee; and

(b) the Customer will be liable for and must pay any relevant Supplier Fees.

8.6 A&K must use reasonable endeavours to ensure Travel Arrangements proceed as booked by the Customer. However, the Customer acknowledges and agrees:

a) delivery of the Products and certain parts of the Travel Arrangements are matters out of A&K’s control or influence; and

b) A&K, or any Supplier, may alter any part of the Travel Arrangements, including programme itineraries, arranged activities and sightseeing, accommodation and transport, where reasonably necessary due to matters beyond their control other than a Force Majeure Event, without liability. Such alterations may occur after the final itinerary has been issued. 

8.7 Where A&K alters any part of the Travel Arrangements subject to Clause 8.6(b), it must endeavour to ensure any alternative arrangements substituted in place of the affected Travel Arrangements are of a comparable standard.

8.8 Material Alteration – if A&K, or any Supplier, makes a Material Alteration to the Travel Arrangements other than as a result of a Force Majeure Event within 45 days of the Departure Date for Tailormade (60 days for Small Group Journeys and Luxury Lodges, 90 days for True North Products) for any reason other than the circumstances described in clause 8.3, A&K will give notice to the Customer within a reasonable time. The Customer will have the choice to accept the Material Alteration, or accept comparable Products offered by A&K (if applicable), or receive a full refund of all monies paid by the Customer less any unrecoverable costs. The Customer must notify A&K of its choice within seven days of the offer. If A&K does not hear from the Customer within seven days, A&K will assume that the Customer has chosen to accept the Material Alteration.

8.9 Refunds related to a Material Alteration or Force Majeure Event – subject to clauses 8.4 and 8.8, and without prejudice to any obligations it has at law, A&K will refund the Customer the Refundable Amounts within a reasonable time after cancellation. However, the Customer acknowledges and agrees that in certain circumstances, a refund will be delayed if A&K requires the refund to be processed by a Supplier. 

8.10 Claims and Refunds – In circumstances other than those relating to a Material Alteration or Force Majeure Event, refunds are not made for any missed Services, except for verifiable extenuating circumstances. Please see Clause 9 relating to our obligations and liability. For claims to be considered, they should be received in writing within 30 days of the termination of the Travel Arrangements and be accompanied by supporting documentation and/or a statement from the local destination management company verifying the claim. Any adjustment considered will be based on the actual price of the services involved and not on a per diem basis. Adjustments will not be made for unused sightseeing trips or meals.

9. Obligations and Liability

9.1 Booking Agent – A&K acts as an agent for the Suppliers of Products and accepts no liability for any injury, loss, damage, accident, delay or irregularity that may arise to any Customer or third party resulting from the Customer’s or third party’s use of the Products, unless recoverable from A&K on the failure of a statutory guarantee under the ACL. A&K makes reasonable enquiries to determine that Suppliers provide appropriate Products, but A&K is not responsible for the Products or their standard.

9.2 Except as the Conditions specifically state, the Agreement does not include by implication any other term, condition or warranty in respect of the quality, merchantability, acceptability, fitness for purpose, condition, description, specification or performance of the Travel Arrangements or Services or any contractual remedy for their failure.

9.3 Nothing in these Terms restricts, limits or modifies the Customer’s rights or remedies as a consumer against A&K for failure of a statutory guarantee under the ACL.

9.4 Loss – To the maximum extent permitted at law, A&K is not liable for and accepts no responsibility for any direct or indirect loss, financial loss, consequential loss, loss of enjoyment, pain and suffering, damage, injury, accident, delay or irregularity occasioned to the Customer.

9.5 COVID-19 – A&K is not liable for and accepts no responsibility for any direct or indirect loss, financial loss, consequential loss, loss of enjoyment, pain and suffering, damage, injury, accident, delay or irregularity occasioned to the Customer as a result of:

a) local quarantine restrictions, government-imposed travel restrictions, or other laws, regulations or orders imposed by governmental authorities;

b) any failure of a Customer to comply with local quarantine restrictions, government-imposed travel restrictions, or other laws, regulations or orders imposed by governmental authorities;

c) a Supplier refusing to provide the Products to a Customer on the basis that the Customer has failed to comply with the Supplier’s reasonable directions, or local quarantine restrictions, government-imposed travel restrictions, or other laws, regulations or orders imposed by governmental authorities;

d) a Supplier refusing to provide the Products to a Customer on the basis that the Customer has not met the health and safety protocols applied by the Supplier or its authorised agents (including, but not limited to, if the Customer develops or presents with symptoms of COVID-19);

e) a Customer developing or presenting with symptoms of COVID-19 prior to departure or at any point throughout the Travel Arrangements, and refusing to comply with a reasonable direction by A&K or a Supplier to seek medical care; and

f) a Customer providing inaccurate or misleading information on its COVID-19 Acknowledgment Form at or before the time of making a Booking.

9.6 Nothing in the Conditions is to be interpreted as excluding, restricting or modifying the application of any relevant State or Federal legislation which cannot be excluded, restricted or modified.

9.7 Medical Conditions – the Customer must notify A&K of any pre-existing medical conditions that might reasonably be expected to affect the Travel Arrangements. The Customer agrees and acknowledges that A&K will not be liable for any loss or damage incurred by the Customer as a result of any pre-existing medical condition or health issue of the Customer that may preclude, delay, affect or interfere with the Travel Arrangements.

9.8 Health Issues – It is the Customer’s sole responsibility to:

a) obtain any vaccinations or take any other health precautions applicable to the country or region of travel;

b) take all steps reasonably necessary (including, without limitation, the consultation of appropriate medical professionals) to identify whether they have any pre-existing medical conditions or health issues (whether known or unknown) that may preclude, delay, affect or interfere with the Travel Arrangements.

9.9 Insurance - A&K strongly recommends that all Customers insure themselves against loss of Deposit, cancellation charges, medical and repatriation expenses, personal injury and accident, death, loss of personal possessions or baggage, and any other foreseeable loss, expense, cost, damage or liability related to the Travel Arrangements. A&K expressly excludes liability to the Customer or any third party for any loss, expense, cost, damage or liability arising from or in any way related to a Customer’s failure to obtain suitable travel insurance. 

9.10 The Customer acknowledges and accepts that different places, countries, facilities, vehicles and Suppliers may have lower standards of safety, labelling, warnings and precautions than in Australia. The Customer is responsible for maintaining personal diligence and safety notwithstanding the level of standards. A&K is not liable for any loss, damage, injury or death that could be avoided if the Australian standards were to apply.

10. Notice

10.1 A notice by the Customer must be in writing, and may be delivered by hand, sent by prepaid mail, sent by facsimile or sent by electronic means such as e-mail to the address or number specified.

10.2 A notice is treated as given to A&K, when:

a) if hand delivered, when delivered;

b) if sent by prepaid mail, when received or within 48 hours after posting, whichever is the sooner;

c) if sent by email or facsimile, on confirmation of successful transmission.

11. Governing Law

11.1 These Conditions are governed by and are to be construed in accordance with the laws of the State of Victoria and Australia.

11.2 Each party irrevocably and unconditionally submits to the exclusive jurisdiction of the Courts and Tribunal of Victoria and Courts entitled to hear appeals from those Courts and Tribunals.

12. Privacy Information

12.1 Any personal information that A&K obtains from the Customer, or about the Customer from its representative, is necessary for A&K’s business purposes or providing the Customer with A&K’s Travel Arrangements, Products and Services, and may be used in answering any queries the Customer may have, considering the Customer’s application for credit or to become a Customer, performing internal administration and operations, developing, improving and marketing A&K’s Services, and related purposes.

12.2 A&K’s Privacy Policy details why A&K collects this personal information, who A&K may disclose it to (including whether A&K is likely to disclose it to overseas recipients), and the main consequences (if any) if A&K does not collect the personal information of the Customer. A&K’s Privacy Policy also contains information about how the Customer may seek access to, or correction of, the personal information held about the Customer, and A&K’s complaint resolution procedures.

12.3 A&K will not disclose any personal information to any other party without the consent of the Customer except to the Suppliers, a related entity or adviser of A&K or where A&K is otherwise required by law to do so.

12.4 A&K’s Privacy Policy is available at www.abercrombiekent.com.au/privacy-statement or by request to A&K by phoning +61 3 9536 1800 or via email at [email protected]

13. Miscellaneous

13.1 A&K’s failure to enforce any of these Conditions shall not be construed as a waiver of any of A&K’s rights.

13.2 If any Condition is unenforceable it shall be read down to be enforceable or, if it cannot be read down, the condition shall be severed from the Conditions without affecting the enforceability of the remaining conditions.

13.3 A&K reserves the right to correct any errors or omission in its published materials and to amend these Terms and Conditions at any time as a result of any material change to legislation or regulations or change to A&K policies. Amended Terms and Conditions shall automatically be effective upon being posted by A&K to the website www.abercrombiekent.com.au or by providing Notice to the Customer.

14. Photography or Recording During Travel

14.1 A&K reserves the right to take photographs or video or audio recordings during the operation of any Travel Arrangements or part thereof and to use them for promotional purposes during the Travel Arrangements and thereafter.

14.2 By making a Booking with A&K, Customers agree to allow their images and/or voice to be used in such photographs, video and recordings.

14.3 Customers who prefer that their images and/or voice not be used are asked to identify themselves to an A&K representative at the beginning of their Travel Arrangements.

15. Travel Documents

15.1 Travel documents will be issued after final payment has been received. Travel documents may include special conditions including restrictions such as baggage size and weight limits. Travel documents are not transferable. All airline tickets must be issued in the name of the passport holder and some carriers will deny carriage if the name varies and the booking may be cancelled. It is the Customer’s responsibility to collect all travel documents prior to travel.

16. Travel Advisories and Warnings

16.1 It is the responsibility of the Customer to be informed about the most current travel advisories and warnings by referring to the relevant State or National Government’s website of your home country.  In the event of an active Travel Advice against travel to the specific destination location(s) of the trip, should the Customer still choose to travel, notwithstanding any travel advisory or warning, the Customer assumes all risk of personal injury, death or property damage that may arise out of events like those advised or warned against.

17. Qantas Frequent Flyer Points

17.1 You must be a Qantas Frequent Flyer member to earn Qantas Points. A joining fee may apply. Membership and Qantas Points are subject to the Qantas Frequent Flyer Terms and Conditions, available at www.qantas.com/terms.

Meal Codes

B = Breakfast, L = Lunch, D = Dinner