|
Frequently Asked Questions For Accommodation Packs
How do I become a member? You need to give us a call on 1300117934. Our memberships go from 12 months to 2 years. You are able to use your membership on line or give us a call.What do I get when I become a member? You a able to access all of our products and choose from different benefits when you have purchased your membership.How do I amend or cancel a booking? You need to ring our Booking agent on 1300 117 934.
Will I be charged a fee if I amend or cancel my reservation? The cancellation or amendment fee (if applicable) will depend on the accommodation provider's policy. If you have booked flights with your booking then it is unlikely that you will be able to change or cancel your reservation but please call us to discuss.
Who collects payment? In most instances Getaway Escapes will collect payment from you at the time of making the booking. This money is then held in our Trust Account that all travel agencies have until the time the booking is paid for and then these funds are transferred to the resort or airline.
When are the resorts or airlines paid?
Just like any other travel agency Getaway Escapes use wholesalers to purchase their accommodation from. When we confirm your booking with the wholesaler, Getaway Escapes then paid the total amount in full. Each wholesaler has different terms and conditions with the accommodation houses. Getaway Escapes have no control over when the hotel or resort is paid. Some times it is when the guest leaves and a invoice is forwarded for payment and sometimes it may be paid in advance.
Travel Compensation Fund
|
| Christchurch | To | Auckand, Wellington, Dunedin, Queenstown | |
| Auckland | To | Wellington, Christchurch, Dunedin, Queenstown | |
| Dunedin | To | Christchurch, Wellington, Queenstown, Auckland | |
| Queenstown | To | Christchurch, Wellington, Auckland, Dundein | |
In Australia:
| Adelaide |
Brisbane, Canberra, Gold Coast, Melbourne, Sydney, Hobart, Launceston, Perth, Alice Springs, Kingscote, Broken Hill, Port Lincoln, Mount Gambier, Ceduna, Whyalla | ||
| Melbourne | Adelaide, Brisbane, Canberra, Gold Coast, Griffith, Sydney, Hobart, Launceston, Bernie, Maroochydore, King Island, Mount Gambier, Mildura, Wagga Wagga, Merimbula, Newcastle, Devonport, Perth | ||
| Sydney | Adelaide, Brisbane, Griffith, Canberra, Gold Coast, Melbourne, Coff’s Harbour, Hobart, Launceston, Port Macquarie, Parkes, Lismore, Grafton, Dubbo, Albury, Taree, Narrandera- Leeton, Devonport, Maroochydore, Ballina, Merimbula, Parkes, Orange, Wagga Wagga, Perth | ||
| Coff's Harbour | Sydney, Brisbane | ||
| Canberra | Adelaide, |
||
| Brisbane | Adelaide, Cairns, Melbourne, Sydney, Mackay, Rockhampton, Proserpine, Gladstone, Townsville, Hobart, Launceston, Canberra, Coffs Harbour, Newcastle, Bundaburg, Hamilton Island, Perth | ||
| Gold Coast | Adelaide, |
||
| Hobart / Launceston | Adelaide, |
How do I know that I am getting the best available rate?
Getaway Escapes Search obtains it's year round and last minute availability from many different sources however the system has been designed to only show the best available rate.
What will happen to my booking if I don't check-in at the accommodation I have selected?
Most accommodation providers have strict check-in and cancellation policies. If you fail to meet those conditions and have not canceled your booking within the specified time, you may still be charged for your stay.
When I searched for accommodation, my selected accommodation provider showed available but was unavailable when I tried to book it. How can this happen?
When I searched for accommodation, my selected accommodation provider showed available but was unavailable when I tried to book it. How can this happen?
Our reservation system in most cases operates in real time and shows up to last room availability. Until your booking is complete the room is not deemed to be sold at which time it is removed from the availability. It is possible for more than one person to request the same room at the same time. In this case whoever completes their booking first will secure the room. Any subsequent requests will now show unavailable.
What if I am not happy with the pack that I have purchased, what can I do?
Getaway Escapes prides itself on ensuring the customer is informed of all terms and conditions at the time of the sale and that’s why we record all of our sales and have a strict confirmation policy that is enforced. Getaway Escapes welcomes calls from customers when they are unsure of the pack they have purchased or have challenges with booking online. Please call us on our customer service line 1300 117 934 one of our customer services consultants will be able to help you.
Why can't I ring you to book a cruise?
At Getaway Escapes we feel that it is important to let you talk to the experts so that's why we ask our cruise companies to talk directly to you and so all of your needs are met!
Is Getaway Escapes competitive in the Market Place?
If you have a quote from another travel agent, please let us know. We will try our very busy to get you a lower quote so you can save more money!
TERMS & CONDITIONS LAY-BY
(1) The minimum lay-by installment amount is $20.00 per week or $35.00 per fortnight or $75.00 per month.
(2) The initial payment is a deposit of 10% plus a booking fee and service fee of 5% of the total booking price.
(3) If for any reason a payment is missed a fee of $10 will be charged each time.
(4) Final payment for a booking must be received at least 30 days prior to travel.
(5) A lay-by can be finalized ahead of time by making full payment.
(6) A lay-by can be canceled at any time. There will be no refund of the deposit or the booking fee. All other money will be subject to late cancellation fees charged by the resort if applicable.
(7) A lay-by can be canceled and the monies transferred to another new booking. In this case the deposit and booking fee will be transferred to the new booking.
(8) All lay-by's are subject to availability.
(9) The deposit you pay for your holiday will be paid directly to the resort to secured your booking. The booking fee will be held by Getaway Escapes and any further payments towards you booking will be held in Getaway Escapes Travel Trust account until paid to the resort.
(10) If a lay-by is started where flights are involved, full payment of the flights and the deposit will need to be paid directly to Getaway Escapes and the standard flight booking conditions that each airline has will be enforced.
(11) The lay-by cannot be used with any other product that is sold by Aus Flights or Getaway Escapes.
(12) The lay-by can only be used with the resorts listed by Getaway Escapes on the Lay-by tab of the Getaway Escapes website.
(13) If three payments are missed then Getaway Escapes reserve the right to cancel the booking with the resort.
Personal Information
Getaway Escapes / Aus Flights collects information from varies sources; we purchase information from our business partners, from trade shows, telephone directories, referrals, advertising, mailing lists and many other ways. When you first purchase one of our packs, you name and address is entered into our system where it is keep during the term of your membership. We may also collect other information regarding your occupations, family; holiday preferences etc so that we may send you a newsletter or email once a month and tailor it to suit you and your family.
Management of personal information
All of our databases are protected by firewalls and passwords. Only authorised employees of Getaway Escapes can access this information. You have a right at any stage to see your information that Getaway Escapes has and you can do this by writing to us.
Refund Policy
Getaway Escapes / Aus Flights take great care in selecting the best employees and providing full training for our Holiday Consultants to ensure they promote our products and services correctly and allow you to make your own decisions.
Getaway Escapes makes every effort to ensure the information on our website and in any marketing that we may do is correct and honest. We and our partners do however reserve the right to alter or change them at any time without notification.
Where our product is wrongly described or faulty, you may apply for a refund. Getaway Escapes is not obliged to give refunds for a change of mind outside the cooling off period. There may be a $50 administration fee should a refund be granted for any reason other than those listed above.
Getaway Escapes makes every effort to ensure the information on our website and in any marketing that we may do is correct and honest. We and our partners do however reserve the right to alter or change them at any time without notification.
Where our product is wrongly described or faulty, you may apply for a refund. Getaway Escapes is not obliged to give refunds for a change of mind outside the cooling off period. There may be a $50 administration fee should a refund be granted for any reason other than those listed above.
Our refund procedure (including Bartercard membership sales) is as follows:
-
Refund request is received by Getaway Escapes - call 1300117934 or info@ausflights.com.au
- If you are within your 10 day cooling off period then you can send your pack back and we will issue a refund.
-
Customer is contacted by customer services and reason refund requested is discussed
-
The recording of the sale is listened to by management and a quality form is complete.
-
Customer is contacted by customer service with the result of recording and customer can listen to the recording of the sale
-
If the refund is denied then a range of products is offered if customer feels that they have been sold the wrong pack or a solution is reached
-
If the recording of the sale is incorrect, the customer is told to send the pack back and the refund is processed less postage and handling within 60 days from when the pack is received and customer advised
Do not Call Policy
At Getaway Escapes, we don’t wish to call individuals that are not interested in receiving our information or having a great affordable holiday. Our customers offer give us referrals once they are purchased from us as they would like their friends and family to also have the opportunity of an affordable holiday. If you wish to be placed on Getaway Escapes “Do not call” internal listing, please let us know and you will not be contacted by us again. Getaway Escapes has complied with the DNC legislation and with the direct marketing industry standard in its current and former ADMA specific forms prior to that.
Existing Members have an existing relationship and are exempt from the legislation for 12 months or for a short period after using a specific voucher/offer. We also have included into our correspondence of our packs that you will contacted for customer service purposes to assist you. Our consultants have been trained in the relevant aspects of legislation and standards in our industry. Breaches of these laws or standards, or of the ethical standards of the company is grounds for summary dismissal.
What do I do if my question has still not been answered by the above questions and answers?
If your question is still not answered please send us an email or phone us with your query and we will respond to you as soon as possible.
