Travel terms & conditions

1. Agency

Our service is owned by RACQ Operations Pty Ltd ACN 80 009 663 414 and operates under the business name RACQ Travel Service (RACQ). RACQ does not provide travel services but acts as an agent to arrange travel bookings and contracts between you and Travel Service Providers (TSP) (including airlines and travel wholesalers).

2. Legal Responsibility

2.1 This document contains the terms & conditions of the contract between you and RACQ and by signing it, you agree that you have read, understood and are legally bound by this contract.
2.2 If you are less than eighteen (18) years of age then your legal guardian is required to sign the form on your behalf.

3. Liability

RACQ is not liable for any failure of a TSP to provide travel arrangements including losses arising due to the insolvency of a TSP.

4. Taxes and Charges

Local travel and airport taxes may apply overseas. These charges are not included in the taxes collected by RACQ.

5. Payment

5.1 Payment by cheque will not be accepted for instant purchase airfares. Where a cheque is acceptable as a method of payment, it will require 10 working days to clear.
5.2 RACQ reserves the right to apply booking fees and service charges to conduct your travel arrangements in accordance with our schedule of fees.

6. Your Responsibility for Safety Overseas

6.1 It is your responsibility as an Australian passport holder to contact the Department of Foreign Affairs and Trade (DFAT) at to obtain ongoing advice on safety issues overseas. If you are unable to use or access the Internet, you can call DFAT on 1300 555 135 or ask your travel consultant for details. RACQ does not provide advice as to the safety of a destination;  the decision to travel is yours alone.
6.2  Non-Australian passport holders should check with their own consulates or embassies for travel advice.

7. International Travel Bookings

7.1 It is your responsibility to check that all booking details are correct. You must inform us immediately of any changes for these to be addressed.
7.2 All prices quoted are not guaranteed until payment has been made in full.
7.3 You must check your booking with the airline 72 hours prior to each departure as timing changes are common and airlines do regularly overbook flights.

8. RACQ Travel Deposits

8.1 You are required to pay a deposit in accordance with our schedule of fees which are listed in the RACQ Travel Service terms and conditions contained on our website.
8.2 Cancellation fees are per person in accordance with our schedule of fees which are listed in the RACQ Travel Service terms and conditions contained on our website.

9. International Airline Tickets

Most Airlines now operate using e tickets only; please check with your travel consultant to confirm the type of ticket you will be traveling on. Please check the validity and expiry date of your airlines ticket.

10.Date Changes

10.1 Prior to departure, if allowed, date change fees will apply - fees will be charged if changes require ticket reissue.
10.2 After departure, if allowed, date change fees will apply - fees will be charged if changes require ticket reissue, changes should be made directly with the airline.

11. Refunds and Cancellation

11.1 Before departure your ticket may be refundable depending on the fare type purchased, please check with your travel consultant. Package airfares are non - refundable.
11.2 Refunds can only be processed through the original travel branch where you made your booking.
11.3 Refunds for airline tickets and other travel documents can take up to 4 months to complete.
11.4 All deposits are non - refundable and non - transferable. Suppliers have their own terms and conditions as per their brochure, please read these carefully.
11.5 In the event of cancellation prior to the day of departure, where refunds are not permitted, the fare may be used as a credit towards a higher ticket value providing re-booking and ticketing occur with the same airline as per the original booking transaction.
11.6 In the event of a no show by you, the fare is forfeited. 
11.7 Discount economy fares cannot be upgraded to business class using frequent flier points or credit.

12. Passports

12.1 The name on your booking must be exactly the same as your passport. You are liable for any costs involved for the change or reissue of tickets due to an incorrect name being provided by you.
12.2 Your passport must be valid for at least 6 months from the date of your return to Australia.
12.3 RACQ requires a copy of your passport before your documents can be released.

13. Visas

You are responsible for ensuring that you have the required Visas for travel. See our schedule of fees for Visa processing charges, those fees are listed in the RACQ Travel Service terms.

14. Travel insurance

14.1 It is your responsibility to arrange travel insurance. Please read the terms and conditions of your travel insurance policy carefully.
14.2 RACQ strongly recommends that you travel with travel insurance. There is no refund on insurance 14days after purchase. There is no refund on insurance if you return early. Some Insurance may be extended prior to expiry of policy. It is your responsibility to confirm with your travel consultant for details.
14.3 If you do not travel with insurance, you will be required to disclose this to RACQ at the time of your travel booking. RACQ accepts no responsibility for your failure to obtain travel insurance.

15. Frequent Flyer Points

Please note that it is your responsibility to check with your airline's Frequent Flyer customer service centre whether your flight will gain points.

16. Documents

Travel documents, vouchers and tickets will not be issued without you having signed an acknowledgement of receiving these Terms and Conditions. Where you sign as agent on behalf of a third party then these Travel Services Terms & Conditions also apply to the third party.

17. Domestic Travel Discounted Economy

You are required to pay immediately, any instant purchases on your behalf for any domestic discounted economy class fares.

18. Alterations/ Re-Booking/ Re-Routing

18.1 The airline you are traveling with allows flights and or date alterations subject to availability and the following conditions.
18.2 Changes can be made providing that they are made more than 24 hours prior to departure. Changes cannot be made on the day of departure.
18.3 Re-booking and ticketing must occur within the same transaction. Airline and supplier fees will apply.
18.4 Name changes are not permitted once a ticket is issued. If the same class is not available, a further payment is required for the difference between the original fare and the new fare, in addition to any airlines or supplier fees.

19.   Governing Law

This order shall be governed by and construed with the laws of Queensland.

20. Internet Access

The RACQ Travel Service terms and conditions referred to in the above clauses are also available from your RACQ Travel Service consultant if required.

21. Use of Personal Information

21.1 The personal information that you provide to us will be used by RACQ to provide you with travel advice and/ or booking travel and/or travel related products and services.
21.2 By providing us or otherwise allowing us to collect your personal information (including your name, address, date of birth and contact details) you consent to us using and disclosing your personal information for the purpose for which it was collected and for related or ancillary purposes such as any one or more of the following purposes:
(a) identification of fraud or error;
(b) regulatory reporting and compliance;
(c) provide you with updates on products and services;
(d) obtain feedback from you;
(e) participation in loyalty programs;
(f) analyse trends in sales and travel destinations;
(h) for other purposes as admitted or required by law including to prevent a threat to health, life or safety.
21.3 Where you supply RACQ Travel Services with the personal information of third parties then we are entitled to assume that you have provided this information with the authority of these third parties and obtained the consent from these third parties to our use the third party personal information under the terms of this clause 21. The personal information of third parties will be handled under these Terms & Conditions. 
21.4 If you choose not to provide RACQ with information that we have requested, in most cases, we will be unable to provide the service you have applied for, or administer a service that you have already purchased. If this occurs, we will advise you why.
21.5 In providing products or services to you, it may be necessary for RACQ to disclose your personal information to travel suppliers and other suppliers of goods or products you purchase and which may be overseas. For instance, where you request travel to be booked with an overseas TSP, we will usually need to disclose your personal information with that provider for the purposes of arranging your bookings for flights, hotel accommodation and tours with them. You accept that overseas TSP may not have in place equivalent privacy policies to those in place in Australia. 
21.5 Where RACQ discloses your personal information to an overseas TSP you agree that RACQ will not be required to ensure the overseas TSP’s compliance with Australian privacy laws or otherwise be liable or accountable as to how they handle your personal information.
21.6  RACQ will only send e- newsletters or other promotional material using your contact details including your email address if you have opted to receive e-newsletters or promotional material from us. You can subscribe to receive e-newsletters and other promotional material by following the relevant links contained on our website. If you do not wish to receive any promotional material you may notify us any time or use the unsubscribe function contained in our e-newsletters.
21.7  RACQ is only allowed to store your personal information for as long as necessary having regard to the purpose for which it was collected or a related or ancillary purpose. RACQ therefore may delete your personal information after a reasonable period of time and, if you have not used our services for some time, you may be required to provide again your personal information to RACQ  
21.8 If you believe that RACQ has not fulfilled its obligations under the Privacy Act or you do not agree with a decision by RACQ in relation to the access or updates of your personal information, you can make a complaint in writing to RACQ’s privacy officer.

22. Storage of personal information 

22.1 RACQ will endeavour to take all reasonable precautions to ensure that your personal information is only accessed by people that have the authority to do so. RACQ maintains physical security through the use of locks and security systems and electronic security such as firewalls and access controls for the computer systems we use.
22.2 RACQ will destroy your personal information once it is no longer needed for the purposes for which we collected it; or for the purposes of meeting our legal and regulatory requirements.
22.3 RACQ properly disposes of all paper files, correspondence and any other hardcopy documents that contain your personal information that is no longer needed. 
22.4 All your personal information stored in electronic form that is no longer required will be deleted from our systems.  
22.5 Where you supply RACQ Travel Services with the personal information of third parties then we are entitled to assume that you have obtained the prior consent from these third parties to use the third party personal information for the purposes detailed above. The personal information of third parties will be handled under these terms and conditions. 

Please be sure to read the RACQ Privacy Policy.