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Frequently Asked Questions For Accommodation Packs
(For Flight Vouchers FAQ's and Ultimate Escapes Pass, and Terms & Conditions Scroll down)
Getaway Escapes have tried to answer any questions that we think you may have here in our FAQ's section. If the answer to your question is not here, please call us on 1300 117 934.
How do I amend or cancel a booking?
Your Booking form contains contact information for us at Getaway Escapes so that you always have the option of speaking with someone about your booking.
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.
Can I give my pack away as a gift?
Yes of course you can. Getaway Escapes can even send the pack to your friends as a gift from you however Getaway Escapes will not take any responsibility for the full terms and conditions not being passed on in full by the original purchaser. There can be no refunds granted for packs that have been gifted to friends and family.
Can I use my Escapes vouchers online and still receive my discounts? If you would like to use your vouchers, just send us an email or give us a call on 1300 117 934. All online bookings that you make straight through our website are at the lowest price therefore you are unable to use your vouchers on this accommodation.
There are no black out periods. If you are wanting to book a peak period, please ensure you book as far as possible in advance as everything is subject to availability.
What if I can’t use my vouchers in the next 12 months?
You can give them to Family and Friends as they are transferable.
Can I request specific accommodation when I want to book my holiday?
Priority will be given to your first preference and thereafter your 2nd, 3rd and 4th options in order. We suggest that you book and confirm as early as possible to ensure availability at your first choice.
Can you make arrangements for children to travel with a voucher holder?
Yes, the booking office will advise you of the best possible fares on your travel dates. You can nominate the number of bedrooms you require for your family on the booking form.
Are the vouchers refundable?
As the vouchers involve the airlines they are non-refundable. We have, however, been able to arrange for the vouchers to be fully transferable which means that if you are unable to use them you can give them to friends or family.
What if I don’t have enough vouchers?
You can purchase additional vouchers anytime, just drop us a line or give us a call 1300 117 934.
I can’t find anything online? Can you help me? If you can’t find anything online, give us a call as we can access unlimited properties from several wholesalers so will be able to find something just for you. When will my Credit Card be debited? For most bookings, the debit takes place at time of booking with Getaway Escapes however some properties require part payment if your booking is 6 months or more in the future. Where an initial deposit or full payment is required at time of booking, this amount will be charged to your card when you confirm your request. Will my Credit Card details be secure? Getaway Escapes protects your personal and credit card details with the latest Secure Socket Layer (SSL) encryption technology. SSL encrypts information to prevent it being read during transmission over the Internet. Getaway Escapes does not keep any details of your credit card on file.
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.
Can I join my accommodation vouchers together? In some cases you can, but you can only use 1 $99 off a 5 or 7 night stay and one $59 voucher off a 3 or 5 night stay. If you were staying 10 nights, you could use a $99 and one $59 voucher.
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 cancelled 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? 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.
Frequently Asked Questions For Ultimate Escapes Pass
Getaway Escapes have tried to answer any questions that we think you may have here in our FAQ's section. If the answer to your question is not here, please call us on 1300 117 934.
How do I amend or cancel a booking?
Your Booking Confirmation email contains contact information for us at Getaway Escapes so that you always have the option of speaking with someone about your booking.
I have an old membership card - how do I get one of these new ones?
You can ring us now and up-grade your card for only $99. This means you can have access to all the new deals that we have now.
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 unless you book online and then payment is taken straight away.
Can I give my card away as a gift?
Yes of course you can. Getaway Escapes can even send a card to your friends as a gift from you however Getaway Escapes will not take any responsibility for the full terms and conditions not being passed on in full by the original purchaser. There can be no refunds granted for packs that have been gifted to friends and family.
Are there restrictions on the use of the Ultimate Escape Pass?
There are no black out periods. If you are wanting to book a peak period, please ensure you book as far as possible in advance as everything is subject to availability.
What if I can’t use my card in the next 12 months?
You can give them to Family and Friends as they are transferable.
I can’t find anything online? Can you help me?
If you can’t find anything online, give us a call as we can access unlimited properties from several wholesalers so will be able to find something just for you. When will my Credit Card be debited? For most bookings, the debit takes place at time of booking with Getaway Escapes however some properties require part payment if your booking is 6 months or more in the future. Where an initial deposit or full payment is required at time of booking, this amount will be charged to your card when you confirm your request. You say I can have one free flight? What does this mean? With every 5 nights of accommodation that Getaway Escapes books for you at normal hotel rates, we will buy you 1, one way airfare free! The flight can be taken within Australia or domestically within New Zealand but cannot be taken internatinally and this includes between Australia and New Zealand. These offer does not include any accommodation booked online.
So where can I fly?
In New Zealand, we have the following:
In Australia:
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 cancelled 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? 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 thats why we ask our cruise companies to talk directly to you and so all of your needs are met!
Is Getaway Escapes cometitive 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!
Frequently Asked Questions - Terms & Conditions Flight Package
Aus Flights / Getaway Escapes have tried to answer any questions that we think you may have, here in our FAQ's section. If the answer to your question is not here, please call us on 1300 117 934.
Who is Aus Flights?
Aus Flights is owned by Getaway Escapes. Getaway Escapes is a Licensed Travel Agency which has a travel club with more than 50,000 members who are able to access cruise discounts, 10% to 70% off accommodation, car hire, global accommodation and more - Aus Flights solely deals in the Flight vouchers. If you have a flight voucher, you need to go to www.ausflights.com.au
How do I make a booking?
You need to complete your booking form that you will receive in your pack and either fax or send this into us. Aus Flights needs to receive your signed booking form before they will start booking your holiday.
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.
Aus Flights use a licensed Travel Agent called Getaway Escapes. All travel agents in Australia belong to the "Travel Compensation Fund". The fund fulfils a number of essential functions that underpin financial stability and consumer security in the Australian travel industry sector. This fund is to safe guard consumers who pay money to travel agents for travel services and they ensure that the consumer receives the appropriate service. Getaway Escapes is a member of this fund. Can I give my flight pack away as a gift?
Yes of course you can. Aus Flights can even send the pack to your friends as a gift from you, however Aus Flights will not take any responsibility for the full terms and conditions not being passed on in full by the original purchaser. There can be no refunds granted for packs that have been gifted to friends and family.
Can I use my flights and my discounted accommodation together? To redeem your flight voucher, you need to purchase a 7 night vacation at normal hotel rates. You are unable to use any discount vouchers with your flight voucher.
Can I use my flights and accommodation vouchers at different times? Yes you can. All you need to do is book and pay for the accommodation at the same time as booking the flights.
Can I fly into one city and out of another? Are there restrictions on the use of the travel voucher?
There are no black out periods. If you want to book a peak period, please ensure you book as far as possible in advance as everything is subject to availability. Can I split my 7 nights up?
You can split your nights up into a 4 night stay and a 3 night stay. They just need to be booked at the same time.
What if I can’t use my vouchers in the next 24 months?
You can give them to Family and Friends as they are transferable. Can we stay more that 7 nights?
Yes you can and we can offer you a great deal on the 2nd week. How far ahead can our members book?
Typically you can book your flights and accommodation 12 months out from start date. Can I request specific accommodation when I want to book my holiday?
Priority will be given to your first preference and thereafter your 2nd, 3rd and 4th options in order.
We suggest that you book and confirm as early as possible to ensure availability at your first choice.
Can you make arrangements for children to travel with a voucher holder?
Yes, our travel agents will advise you of the best possible fares on your travel dates. You can nominate the number of bedrooms you require for your family on the booking form.
Can we stay at our selected resort for the minimum period and then stay with friends or make a visit to another city at our own expense? Yes, as long as you notify us at the time of booking and the minimum number of nights (7) accommodation requirements are met. Are airport taxes included in the price?
Where ever possible the taxes will be included in your total amount.
Are the vouchers refundable? Can I pick the airlines that we fly with?
Aus Flights fly with all major airlines. You can note your preference on your booking form at the time of sending it to us.
Can I use 2 flight packs and only take 7 nights accommodation? Each flight pack comes with 7 night’s accommodation. If you were to use 2 flight packs, you would need to use 14 nights of accommodation.
Will my Credit Card details be secure? Aus Flights protects your personal and credit card details with the latest Secure Socket Layer (SSL) encryption technology.
SSL encrypts information to prevent it being read during transmission over the Internet. Aus Flights does not keep any details of your credit card on file. 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 cancelled your booking within the specified time, you may still be charged for your stay.
. TERMS & CONDITIONS FLIGHT VOUCHER
*Please note: On the printed terms & conditions, there has been a error in Clause 4. It should read as below & not that you are only able to fly in low season. (1) Return tickets are valid for travel within 24 months from the date of issue. (2) Staying at the nominated Resort or Hotel accommodation for the specific period (minimum 7 nights) at the normal rack rate and paying for any miscellaneous charges, fees and taxes. The 7 nights can be broken into a 3 night stay and a 4 night stay. (3) If for any reason one of the nominated Resorts/Hotels is unavailable after a confirmation of bookings, a Resort or Hotel of similar or higher standard will be provided. (4) The recipient(s) must abide by the standard conditions of the nominated Airline and Resort/Hotel and utilise the Air Travel with 45 days notice. If receipient(s) are flying at peak time then advanced time is recommended. (5) Travel under this program is subject to availability, limited over School and Public Holidays and Special or Sports Events periods where surcharges or seasonally adjusted tariffs will apply. Block out periods may also apply. (6) Payment for accommodation must be made by Direct Bank Deposit, Internet Bank Transfer, Money Order or Credit Card at the time of confirmation of reservation of Air Travel. (7) All bookings must be arranged through Getaway Escapes Holidays and partners and the customer is obliged to abide by the nominated Resorts/Hotel booking conditions. (8) Nominated Resorts/Hotels or Getaway Escapes Holidays will not be responsible for any negligence, misrepresentation or improper use of the Air Ticket vouchers by the customer. (9) The Airline Ticket voucher can be assigned to any person(s) but cannot be sold for cash or otherwise bartered or traded. And is non refundable. (10) Airline Ticket vouchers may only be used by customers on a twin share basis in conjunction with the nominated Hotel/Resort. (11) The Airline Ticket voucher is not valid in conjunction, or combinable with any existing, advertised or promoted Resort/Hotel offer. (12) Accommodation charges are subject to change. (13) Any claims or amendments following confirmation bookings will incur a $50.00 per person amendment charge, plus any Airline or Accommodation fees or charges that may apply. (14) No cancellation will be accepted after accommodation or air travel is confirmed; not withstanding this condition, arrangements may be able to be transferred. Any such consideration will be made only if within the policies and terms of, and at the total discretion of the Airline, Accommodation House or Getaway Escapes. (15) All charges are quoted in Australian dollars. (16) Airport transfers, travel insurance (recommended), Airline taxes, GST, fuel surcharges, courier and miscellaneous charges are not included and are payable upon confirmation of bookings. (17)All accommodation charges as shown or quoted are inclusive of the Government presently established Goods & Services Tax (GST) at 10%. Getaway Escapes Holidays and its partners reserve the right to add any additional percentages or taxes if the Australian Government decrees so at any time. 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. There may be a $50 administration fee should a refund be granted for any reason other than those listed above.
Our refund procedure is as follows:
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. |
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