Terms & Conditions
General Terms and Conditions
OUR RESPONSIBILITIES
SERVICE GUARANTEE
Our booking and advisory services come with a guarantee 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
We act as an agent only. We sell various travel related products as agent on behalf of numerous transport, accommodation and other service providers, such as airlines, coach, rail and cruise line operators, and as agent for all of our wholesalers.
Our obligation to you is to (and you expressly authorise us to) make travel bookings as agent on your behalf and to arrange relevant contracts between you and travel service providers. We have no responsibility for these services nor do we make or give any warranty or representation regarding their standard.
All bookings are made on your behalf subject to the terms and conditions and limitations of liability imposed by these service providers. We can provide you with copies of the relevant service provider terms and conditions on request.
Your legal recourse for travel services is against the specific provider and, except to the extent a problem is caused by fault on our part, not against us. Specifically, if for any reason (excluding fault on our part), any travel service provider is unable to provide the services for which you have contracted, your remedy lies against the provider and not with us.
LIABILITY
To the extent permitted by law, we do not 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 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 consumer laws. This liability clause is subject to, and nothing in these terms and conditions is intended to limit, any rights you may have under the Competition and Consumer Act 2010 (Cth).
YOUR RESPONSIBILITIES
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.
When assisting with an international travel booking, we will assume that all travellers on the booking have a valid Australian passport. If this is not the case, you must let us know.
It is important to ensure 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 contact your PBT Travel Manager.
We can provide you with general information on visa and passport requirements that apply to international travel bookings you make with us. Your PBT Travel Manager can also obtain more specific information on your behalf and if you wish, we can obtain visas for you and service and fees will apply.
TRAVEL INSURANCE
PBT strongly recommends that you take out comprehensive insurance cover for cancellation, medical expenses, personal accident, personal baggage, money and public liability. Please check that the insurance covers all of the activities that you are going to be participating in. Some policies exclude certain adventure activities.
We are an authorised representative of various insurance providers. You must obtain a Product Disclosure Statement relating to the travel insurance product you are considering purchasing and should read that document before making any decision about whether to acquire the product. Your PBT Travel Manager can provide you with general information about the travel insurance options available to you.
It is your responsibility to ensure you have adequate travel insurance for your journey. To take out travel insurance through us, please contact your PBT Travel Manager.
TRAVEL ADVICE
You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel and ensure that you carry all necessary vaccination documentation. In some cases, failure to present required vaccination documentation (e.g. proof of Yellow Fever vaccination) may deny you entry into a country.
We recommend that you consult with your local doctor, travel medical centre 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.smarttraveller.gov.au).
BOOKINGS
PRICES
All prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once 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 or service. Such factors include adverse currency fluctuations, fuel surcharges, taxes and airfare increases.
AMENDMENT AND CANCELLATION FEES
Cancelled bookings may incur supplier fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Supplier fees may also apply where a booking is changed and when tickets or documents are re-issued. Where we incur any liability for a supplier cancellation fee for any booking which you change or cancel, you agree to indemnify us for the amount of that fee. Where you seek a refund for a cancelled booking for which payment has been made to the supplier, we will not provide a refund to you until we receive the funds from that supplier.
Subject to your refund and remedy rights under the Australian Consumer Law, the following change and cancellation fees apply to all bookings (including online bookings and bookings made with a consultant):
Changes to Domestic/Trans-Tasman bookings will incur a fee of $30 per passenger per booking in addition to supplier fees.
Cancellations to Domestic/Trans-Tasman bookings will incur a fee of $50 per passenger per booking in addition to supplier fees.
Changes to International bookings (excluding Trans-Tasman bookings) will incur a fee of $75 per passenger per booking in addition to supplier fees.
Cancellations to International bookings (excluding Trans-Tasman bookings) will incur a fee of $300 per passenger per booking in addition to supplier fees.
PAYMENTS BY CREDIT CARD
If payment is made using American Express, Diner’s Club, MasterCard or Visa, a credit card surcharge will apply. Please confirm the applicable surcharge at the time of payment with your PBT Travel Manager. You authorise us to charge all fees incurred by you in relation to the services provided to the credit 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. You indemnify us against any loss that may be experienced by us due to any fraudulent use or otherwise of that credit card.
PAYMENTS BY DIRECT DEPOSIT
Please note that payments by Direct Deposit 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 travel manager of your payment once it has been made.
TAXES
Airline taxes are subject to change and are confirmed at the time your airline ticket is issued or re-issued. There may also be a local tax charged at some airports.
SPECIAL REQUIREMENTS
Please liaise with your PBT Travel Manager regarding any special requirements you may have for your travel arrangements such as special meal and seating requests.
FREQUENT FLYER
Please advise your PBT Travel Manager of your loyalty program membership details (air, hotel or car) for inclusion in your booking. Please check your loyalty program for the specific terms of your membership. We cannot guarantee that the supplier will credit you with points for your booking.
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 service provider.
Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable and subject to cancellation and/or amendment 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.
An incorrect name on a booking may result in an inability to use that booking and the booking being cancelled. Please review your travel documentation carefully and advise us immediately of any errors in names, dates and timings.
You must ensure you have all your travel documents and e-tickets prior to travel. Please let us know if you believe you have not received any required documentation.
SCHEDULE CHANGES
It is your responsibility to contact the airline prior to travel to ensure the scheduled departure time has not changed.
ADDITIONAL INFORMATION
CHECK IN PROCEDURES
For all airlines, please proceed to the airline’s check-in counter with your travel documents and the following identification:
For domestic travel, valid photo ID with full name
For international travel, a valid passport
Due to security measures, you should check in a minimum of:
60 minutes for domestic departures,
90 minutes for domestic travel from an international terminal,
2 hours for international travel,
3 hours when travelling in North America
Please note that with current security arrangements differing around the world, some airlines and airports require earlier check-in. If in doubt, call us to check.
FLIGHT NO-SHOWS
A no-show for your flight may cause all onward reservations to be cancelled. You may also be required to upgrade your ticket to a higher fare type.
SEATING AND MEAL PREFERENCES
Seating and meal preference requests are not guaranteed by airlines and may be changed without notice. Your preferences are maintained via your membership details with the specific airline. Please ensure your preferences are up to date to ensure reward points, seating and meal requirements are current.
AIRPORT SECURITY AND CARRY-ON BAGGAGE
ON INTERNATIONAL FLIGHTS
To increase your safety, strict regulations are in place regarding the carrying of liquids, aerosols and gels as hand luggage on all international flights into and out of Australia. These rules are needed to protect you from the threat of liquid explosives. Please check with your PBT Travel Manager or airline for further information or refer to http://travelsecure.infrastructure.gov.au/.
BAGGAGE ALLOWANCE
Airlines have their own specific baggage requirements depending on the appropriate fare purchased or destination travelled ie USA Please contact your PBT Travel Manager for additional information. Please note that baggage allowances are subject to change from time to time.
HOTEL GUARANTEES & CANCELLATIONS
At the time of making your hotel reservation, PBT will either secure the booking using your company credit card number or guarantee your booking with the PBT agency guarantee. Hotel reservation terms and conditions vary depending on the property and rate booked. If we do not have a credit card to guarantee your late arrival, the hotel may cancel your reservation after their standard check in time passes.
If you intend arriving at your accommodation later than 6pm please contact the hotel to advise. Should you "no show" for your hotel reservation, cancellation penalties and/or charges may apply. Please refer to your itinerary for the cancellation policy relating to your hotel booking(s).
GROUP TRAVEL
OUR RESPONSIBILITIES
1. YOUR TOUR RESERVATION
On receipt of your non-refundable deposit, subject to availability and at our discretion, PlanetBlueTours will reserve your place on your selected tour.
2. PRICE GUARANTEE
Prices in the brochure and online are based on costs and exchange rates at the time of print. Should these costs change, it may be necessary to make a surcharge on the price of your tour. Should the total tour price increase by more than 3% you will have the right to cancel within 7 days of notification without penalty.
3. IF WE CANCEL OR CHANGE YOUR TOUR
3.1 PlanetBlueTours reserves the right to change or cancel your booking in accordance with operating requirements or circumstances beyond its control.
3.2 Should change or cancellation prove necessary we will give you reasonable notice thereof, in the circumstances, and where available, offer you a comparable alternative.
3.3 If an alternative is not available or acceptable you will be entitled to either a full refund of monies paid by you to us or transfer to another tour without payment of any transfer fee.
3.4 If the change or cancellation is due to force majeure (i.e. circumstances like political unrest, war or threat of war, riots, civil strife, closure of airports or ports, industrial disputes, terrorist activity, natural and nuclear disasters, fire, epidemic or health risk, Acts of God, adverse weather conditions or other similar events beyond PlanetBlueTours’ control) we will give a full refund of any monies paid to us less reasonable expenses incurred by us in respect of your booking.
3.5 PlanetBlueTours is not responsible for the costs of any other travel arrangements affected due to our cancellations or rescheduling of any tour departure.
4. TOUR DETAILS & CONDITIONS
4.1 The information in our brochure and on our website is correct to the best of our knowledge at the time of going to print but we cannot guarantee that any item or amenity mentioned will be available especially where we have no direct control over it.
4.2 PlanetBlueTours will do their best, at their discretion, to select accommodation, sightseeing tours and transportation to give you the best value for your money.
4.3 PlanetBlueTours constantly strives to improve tour itineraries and features. If such improvements can be made, or unforeseen circumstances beyond our control make changes necessary, we reserve the right to vary itineraries and to substitute hotels. PlanetBlueTours is not responsible for any other travel arrangements affected due to our cancellations.
YOUR RESPONSIBILITIES
1. BOOKING YOUR TOUR
1.1 In order to reserve your tour, a 10% non-refundable deposit, per person per tour, or the full amount payable if booking is made within 60 days of departure, must be submitted to PlanetBlueTours by you in respect of that tour. The deposit is accepted as a first installment of the tour price by PlanetBlueTours only once the booking has been confirmed in writing by PlanetBlueTours.
1.2 Any special meal requirements will be made on a request basis only. PlanetBlueTours cannot guarantee special meal requests nor will it assume any responsibility or liability if clients’ special meal requirements are not fulfilled.
2. PAYING THE BALANCE
2.1 The balance of the tour must be paid no later than 60 days before the scheduled departure date which shall be by the due date stated on the confirmation issued to you by PlanetBlueTours. Unless specified on a particular tour.
2.2 If payment isn’t made by the due date, PlanetBlueTours may assume that you have cancelled and cancellation charges in accordance with clause 3 below will be levied by PlanetBlueTours.
2.3 Tickets and other documents won’t be forwarded until full payment has been received by us. The documentation will be sent approximately 21 days prior to your departure from Australia.
2.4 In the case of Late Bookings made within 60 days of your tour departure, the full cost of the tour will be payable immediately on booking and we reserve the right to provide all travel documents at the tour departure point.
2.5 PlanetBlueTours reserves the right to cancel the booking and apply cancellation charges should payments not be received within the above specified periods.
3. IF YOU CANCEL
3.1 Notice of cancellation must be made in writing to PlanetBlueTours.
3.2 Upon cancellation you will be liable to pay a fee to cover the estimate of cost and expenses incurred by us in the terms of the schedule set out hereunder. This is expressed as a percentage of the holiday price and is calculated as follows:
PERIOD OF NOTICE CANCELLATION FEE TOUR PORTION Over 60 days notice: Deposit is forfeited
59-30 days: 50% of tour fare
29 – Day of departure days: 100% of tour fare
Where the percentage cancellation fee is less than the tour deposit, the cancellation fee will equal loss of deposit. If the reason for cancellation falls within the terms of any holiday insurance policy which you hold, then any such charges may, subject to the terms of your insurance policy, be refunded to you by the insurance company.
3.3 ALL FLIGHTS HAVE THERE OWN UNIQUE CANCELLATION FEE – PLEASE SEE TICKET FOR DETAILS
3.4 Any cancellation of additional services booked prior to and after your tour booking, such as pre and post accommodation and transfers, that are cancelled within 14 days of the tour departure incur a 100% cancellation fee.
4. IF YOU CHANGE YOUR BOOKING
4.1 If after your booking has been confirmed and more than 60 days prior to departure, you wish to change to an alternate departure date or you wish to change to a different tour, you may do so subject to availability.
4.2 A fee of A$35 per person will be charged for any revision or alteration made to a reservation after the booking is confirmed unless the change increases the value of the booking. A change of tour date, tour itinerary booking within 60 days of departure will be treated as a cancellation, and normal cancellation fees will apply except when the change is to an earlier departure date of equivalent or greater value in which case a A$35 per person amendment fee will be charged.
5. TOUR DETAILS AND CONDITIONS
5.1 Please read the brochure and website carefully for those items included in the price. No allowance or refund can be made for meals, accommodation, excursions, etc. that you elect not to take, or when museums, shops, etc. are closed. Hotel facilities may vary from place to place. Meals may vary in style.
5.2 PlanetBlueTours must be advised of any medical conditions or physical disability requiring special attention before you book your holiday. If you do not advise us at this stage, we may refuse to accept your booking. We may also refuse you if we feel that the holiday chosen is not suitable without a suitably qualified companion. PlanetBlueTours will try to help you with your requirements but cannot guarantee to do so, either on our own or our suppliers’ (such as hotels, restaurants and excursions) behalf. Many of our holidays involve getting on and off coaches, walking tours and other physical activities. Some holidays may not be suitable for you if you rely on a wheelchair or have certain other disabilities. Should your disability require you to have special assistance, it is a condition of PlanetBlueTours accepting your booking that you provide evidence satisfactory to us that an able-bodied person will accompany you and is able to provide any special needs or services that you may require. PlanetBlueTours will not be responsible for the failure of this person to provide these services.
5.4 You are responsible for all travel arrangements and costs to/from the point of commencement/conclusion of the tour.
5.5 There may be times when the PlanetBlueTours Representative has to make a decision in your best interests or the best interests of their group. You agree to comply with the authority and decisions of the appointed PlanetBlueTours Representative and the laws of the country in which you are travelling. If you do not so comply or if, in the PlanetBlueTours Representative’s opinion, you are not compatible with the general enjoyment and well being of other members on the tour or smooth operation of the tour itself, we reserve the right to refuse to let you continue with the tour. Furthermore, you agree that your fellow travellers and any PlanetBlueTours Representative has the right to travel/work in a safe environment. Any threats to their safety, well being or inappropriate behaviour by you, whether verbal or physical, will be taken extremely seriously and may result in the immediate termination of your tour. In either event, you will be responsible for your own repatriation and related costs and have no claims against us.
5.5.1 You are responsible for any costs incurred as a result of damage or excess cleaning fees related to your accommodation. You are advised to immediately report any pre-existing damage in your room to hotel staff and/or a PlanetBlueTours Tour Manager as soon as it is discovered.
5.6 Where the passenger occupies a motor coach seat fitted with a safety belt, neither the operator or service providers, agents or co-operating organisations shall be liable for any illness, injury or death or any loss or damages or claims whatsoever arising from any accident or incident, if the safety belt is not being worn at the time of the accident or incident.
5.7 It is your responsibility to have a valid passport and all visas, permits and certificates required for your selected holiday as well as any necessary vaccinations and to comply with all applicable laws.
5.8 You agree that our PlanetBlueTours Tour Managers or Representatives may take photographs and films of you while you are on tour and that these may be used in our Group brochures and/or advertising or publicity material without obtaining any further consent or payment in respect of such photographs and/or films.
5.9 Should you have a complaint in respect of the tour, you should inform the PlanetBlueTours Tour Manager or Representative during the course of the tour and if the matter cannot be resolved after the representative’s best endeavours to do so during the tour, your complaint should be made in writing to PlanetBlueTours as soon as is reasonably possible after the tour but within 42 days thereof so that your complaint can be investigated. Any claims made after the 42 day period will not be considered by PlanetBlueTours. If you choose to write to PlanetBlueTours via the Internet, please provide your home address so that we are able to reply to you in writing.
5.10.1 The contract and all matters arising in respect hereof shall be subject to Australian Law, unless we agree otherwise in writing.
5.10.2 If any provision of this contract is held invalid or unenforceable by any court of competent jurisdiction, that provision shall be deemed to be re-written to give effect to the same purpose within the permitted limits of the law. The validity and enforceability of the other provisions shall not be affected.
5.10.3 If you are unsuccessful in any legal action instituted against us, you agree to pay all our costs, including but not limited to, attorney/client costs.
6. INSURANCE
PlanetBlueTours requires that you take out comprehensive insurance cover for cancellation, medical expenses, personal accident, personal baggage, money and public liability before embarking on a tour.
Please check that the insurance covers all of the activities that you are going to be participating in. Some policies exclude certain adventure activities. This should be arranged at the time of payment of the deposit and will, in certain circumstances, cover you against loss of deposit or cancellation fees from the date of confirmation of your booking, as shown in the insurance policy. You also agree to indemnify us against all third-party claims, actions, damages and remedies which may be brought against us in respect of your participation in the holiday.
7. ILLNESS OR ABSENTEEISM
In the event of your withdrawal from a tour after the commencement as a result of illness, you must obtain a medical certificate in support of any insurance claim. No refunds will be made for any absence from the tour.
8. WHAT’S NOT INCLUDED IN THE TOUR PRICE
Passport and visa fees, insurance, laundry, phone calls, beverages, meals not detailed in the itinerary, items of a personal nature, excess baggage, optional excursions.
9. WEATHER CONDITIONS
Under no circumstances can we be held responsible for snow or weather conditions, nor can any tour be cancelled or amended by you at any time on the basis of snow or weather conditions.
GENERAL
1. CONTRACTING PARTIES
1.1 The Booking Conditions detailed herein contain the entire contract between you and PlanetBlueTours. No representation, term, warranty or condition can be expressed or implied by reference to any other writing, advertisement or conversation. This contract may only be varied in writing by a duly authorised officer or director of PlanetBlueTours.
1.2 Your contract is with us as the tour operating company. At any time and at our complete discretion we may nominate to you in writing any other company or person to have the benefit of some or all of those provisions of this contract, which we may then specify, as if you had agreed the provisions concerned directly with that company or person in the first place as well as agreeing them with us. We may at our complete discretion assign all or any rights and liabilities arising under or by virtue of this or any other contract with you.
1.3 Transportation companies, airlines etc. are not to be held responsible for any act, omission or event during the time passengers are not on board planes, transportation or conveyances. We rely on international convention which may apply to the services provided by us, our suppliers or agents with respect to any claim of any nature brought by you against us as a result of the provision of those services. International conventions which apply may include: Warsaw Convention 1929, (as amended by Hague Protocol and Montreal Protocol) in relation to air travel, or Montreal Convention; the Berne Convention for rail travel; Athens Convention 1974 for carriage by sea; the Geneva Convention for carriage by road and the Paris Convention 1962 for Hotels. We are to be regarded as having all benefit of these conventions on limiting our liability in relation to any claim for death, injury, loss, damage and delay to passengers and luggage. Enrollment in and payment for a tour shall constitute agreement and acceptance by the passenger of the terms and conditions set forth in this brochure which cannot be varied except in writing by an officer of the Company.
1.4 PlanetBlueTours is not a carrier or hotelier nor does it own aircraft, hotels or coaches. All bookings with carriers, hoteliers and other service providers are subject to the terms and conditions and limitations of liability imposed by those carriers, hoteliers, and other service providers.
Please note that some of these limit or exclude liability in respect of death, personal injury, delay and loss or damage to baggage. Whilst we cannot accept any responsibility for any loss as a result of such actions or as a result of any act or omission of any such third-parties, we will give every reasonable assistance in helping to resolve any reasonable dispute. Please also note that PlanetBlueTours cannot be held responsible for the failure of any of these parties to provide facilities or services for disabled clients (see also 5.3 under Tour Details & Conditions).
1.5 Please note that no airline or carrier depicted or recommended in this brochure by virtue of their endorsement of this brochure represent themselves either as contracting with any purchaser of a holiday from PlanetBlueTours or as having any other legal relationship with any such purchaser.
1.6 Every effort is made to ensure brochure and online accuracy at the time of going to print, however PlanetBlueTours cannot be held responsible for printing or typographical errors, or errors arising from unforeseen circumstances.