Fly
Beyond
the Horizon

Who We Are

Phoenix Travel Australia Pty Ltd is a travel agent for international travel and stay, meeting the varied needs of the ever-expanding and demanding tourism sector. We give the best offers on flights and holiday packages across Australia and the world.

Phoenix renders consummate service in hotel bookings across the world, air ticketing, cruises across the world, inbound and outbound package tours, visa processing, foreign exchange and other tourism related activities.

Our Capabilities

We strive to consistently provide great value, comprehensive and updated information, expertise and assistance to help your travel ideas come true. We have a huge database of more than 3,500 hotels, 1,000 varied types of buses across 300 cities in Australia and over 50,000 hotels around the world. We are in partnership with all international airlines to offer flight-booking services at attractive rates.

How We Serve You

We offer customer services through multiple ways, including our user-friendly website, multi-lingual call centers and countrywide network lounges.

Contact Us

Phone: +61 401 865 790 / 03 8658 9829
Email: sales@phoenixtravelaustralia.com
Address: 6/191-195 Greens Road, Dandenong South, Victoria 3175

Executive Summary

• Prices, including of confirmed bookings, may be subject to change.
• Some confirmed bookings are non-refundable if cancelled by you.
• We will be entitled to retain our service fees even if a booking is cancelled.
• It is your responsibility to make yourself aware of all information relevant to your travel plans, including visa requirements and health precautions.
• We are not your agent and may receive additional fees or other incentives from Suppliers.

Prices and Taxes

All prices that we quote are in Australian Dollars. Prices quoted are subject to change at the discretion of the Supplier prior to booking. Price changes may occur after booking because of matters outside our control which increase the cost of the Product. Such factors include adverse currency fluctuations, fuel surcharges, taxes and airfare increases.

Fees and Surcharges

A variety of fees and surcharges may be payable to us, including booking or reservation fees, cancellation and amendment fees, credit card merchant fees, and insurance claim processing fees. Payment by credit card will incur a surcharge to offset our cost of acceptance.

Change and Cancellation Fees

Some confirmed bookings are not refundable if cancelled, and also may not be transferable to another date. It is your responsibility to check if a booking is non-refundable or will incur charges for changing it before placing the booking. Changes and cancellations may incur fees from Suppliers in addition to our service fees.

Refunds

Your entitlement to a refund for cancelled bookings is subject to the relevant Supplier's terms and conditions. If we are managing a refund on your behalf it will not be paid to you until the Supplier provides the refund to us. Typically airlines will take between 60-90 days to process a refund.

Deposits and Payments

You will be required to pay a deposit when booking. All deposits are non-refundable for changes of mind or cancellations by you (subject to your rights under the Australian Consumer Law). Where a deposit has been collected, final payment is required no later than six weeks prior to departure.

Agency

We act as an agent for and sell various travel related products on behalf of numerous transport, accommodation and other service providers such as airlines, coach, rail and cruise line operators. We may receive fees, commissions, gifts or financial incentives from Suppliers. We are not ourselves a provider of travel services and have no control over, or liability for, the Products provided by Suppliers.

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 of third party providers over whom we have no direct control. This liability clause is subject to your rights under the Australian Consumer Law.

Governing Law

If any dispute arises between you and us, the laws applicable in Victoria will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Victoria.

Definitions

"We" and "us" means Phoenix Travel Australia Pty Ltd (ABN 97603372489).
"You" means a person who makes a booking for a Product with us.
"Supplier" means a third party company or person who provides Products.
"Force Majeure" means an act of God, war, pandemic, natural catastrophe, or other event beyond the control of the affected party.

Summary of Obligations

Before making a booking, it is important that you meet the following requirements:

• You are over the age of 18 and have sufficient funds to pay for the travel services.
• You have read our terms and conditions and if booking for third parties warrant that you have their authority to do so.
• You have read the terms and conditions of any applicable Suppliers and agree to be bound by those.
• You are responsible for checking the accuracy of all documents provided to you.
• You are responsible for confirming departure times of any booked services at least 24 hours prior to travel.
• You warrant and acknowledge that you have accessed the Smartraveller website http://smartraveller.gov.au for any specific information in relation to your intended destination.
• You accept that passports, visas and other required identification documents are your responsibility.

Prices and Taxes

All prices are in Australian Dollars and are subject to change. Price changes may occur due to currency fluctuations, fuel surcharges, taxes and airfare increases. Even if paid in full, a price may change because of matters outside our control.

Change and Cancellation Fees

Some confirmed bookings are not refundable if cancelled and may not be transferable to another date. Changes and cancellations may incur fees from Suppliers in addition to our service fees.

Deposits and Payments

A deposit is required when booking. All deposits are non-refundable for cancellations. Final payment is required no later than six weeks prior to departure. Failure to make payment by the due date may result in your booking being cancelled and deposits forfeited.

Travel Documents

It is your responsibility to collect all travel documents from us prior to travel. Travel documents are generally available two weeks prior to departure. You must review your travel documents carefully and advise us immediately of any errors in names, dates or timings.

Special Requirements

You must inform your Consultant regarding any special requirements such as special meal and seating requests, room type or disabled access prior to making a booking.

Governing Law

The laws of Victoria apply to any dispute. You submit to the exclusive jurisdiction of the courts of Victoria.

1. Objective

We are committed to being responsive to the needs and concerns of our customers and to resolving your complaint as quickly as possible. We are committed to being consistent, fair and impartial when managing your complaint.

2. Definition of a Complaint

A complaint means an expression of dissatisfaction by a customer relating to a travel service provided by us.

3. How to Make a Complaint

If you are dissatisfied with a travel service, you can lodge a complaint in any of the following ways:

• By completing a feedback form on our website
• By telephoning us on +61 401 865 790 or 03 8658 9829
• By writing to us at 6/191-195 Greens Road, Dandenong South VIC 3175
• By emailing us at sales@phoenixtravelaustralia.com
• In person by speaking to any of our customer service staff

Our complaints management process is free of charge.

4. Information Required

When investigating your complaint we will ask you for the following information:

• Your name and contact details
• The name of the person you have been dealing with
• The nature of the complaint
• Details of any steps you have already taken to resolve the complaint
• Details of conversations you may have had with us
• Copies of any documentation which supports your complaint

5. Our Six-Point Complaint Process

6. Complaint Escalation

If you are not satisfied with our proposed decision or actions, we will provide you with information on how to escalate your complaint to the Australian Federation of Travel Agents (AFTA) for external review under their AFTA Travel Accreditation Scheme (ATAS).

• Website: www.atas.com.au
• Phone: 9287 9900
• Address: Level 31, 31 Market Street, Sydney NSW 2000
• Email: compliance@afta.com.au

7. Your Rights

You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time. As an ATAS participant we have agreed to be bound by the ATAS Code of Conduct.