Please read the following “Helio Booking Terms and Conditions” carefully, as they contain important information about your legal rights, remedies and obligations. You must not make any bookings via the Helio Platform unless you understand and agree with these Helio Booking Terms and Conditions. References to “FCTG”, “us”, “we” and/or “our” in these Helio Booking Terms and Conditions shall mean Flight Centre Travel Group Limited (ACN 003 377 188) and its related bodies corporate. References to “you” and “your”, in these Helio Booking Terms and Conditions shall mean the independent third-party authorised by FCTG to access and use the Helio Platform for the purposes of booking travel products and services for its customers.
By making any booking via the Helio Platform, you agree to comply with and be bound by these Helio Booking Terms and Conditions which will apply to any bookings you make via FCTG’s Helio Platform.
Passports and 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. It is important that you ensure that travellers 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).
Travel documents including, 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 such as, but not limited to, being non-refundable, non-date-changeable, and subject to cancellation and/or change 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. Any errors in names, dates and timings may result in an inability to use that booking and the booking being cancelled. Any errors in names, dates and timings on your client’s documentation will be your responsibility if not advised at the time of booking.
Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel. We strongly recommend that your clients take out appropriate travel insurance to cover their travel arrangements.
Travel Advice including COVID-19 (Coronavirus) Guidance:
We recommend that you contact the Department of Foreign Affairs and Trade (“DFAT”) or visit their website at www.smartraveller.gov.au for general travel advice, as well as specific advice (including safety alert levels) relating to the destinations you wish to book. Travellers can also register their travel plans with DFAT, so that they may be more easily contacted in an emergency.
We strongly recommend that you familiarise yourself with the current status and updates to Australia’s immigration and border arrangements during the COVID-19 outbreak, available at https://covid19.homeaffairs.gov.au/.
In addition you should familiarise yourself with airline requirements around passenger safety, including the requirement for face masks and the need to produce evidence meeting airline and border control requirements in relation to a negative COVID-19 test both for transit and final destination passengers. This information is subject to change without notice so we recommend you update yourself in relation to the relevant airline and government policies for your traveller’s transit and final destination at each of (i) the time of booking, (ii) as the travel date approaches, and (iii) immediately before travel.
Your clients are choosing to travel at a time where they may be exposed to the Coronavirus. It is your responsibility to ensure that your clients acquaint themselves with all relevant travel information, including applicable health risks. You acknowledge that your client’s decision to travel is made based on their own consideration of this information, and you acknowledge and agree that you will make your clients aware of, and assume responsibility for, the risks associated with traveling at this time. To the fullest extent permitted by law, we accept no liability in relation to these additional risks.
Health and Special Requirements
You must ensure that your clients are aware of any health requirements and recommended precautions relevant to their travel booking and ensure that your clients carry all necessary vaccination documentation. In some cases, failure to present required vaccination documentation (e.g. proof of Yellow Fever vaccination) may deny travellers entry into a country. General health advice for travel destinations is also available from DFAT (see www.smartraveller.gov.au).
Whether any medical requests can be accommodated, including (without limitation) access to power, refrigeration and travelling with the use of mobility aids, is subject to the travel service provider in their sole and absolute discretion, and will often depend on a number of factors, including (without limitation) any modes of transport and local standards at the destination. All medical requests are beyond our control. It is your responsibility to follow up with the travel service provider directly.
All prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once your booking has been 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, but are not limited to, adverse currency fluctuations, fuel surcharges, taxes and airfare increases.
Deposits and Final Payment
You will be required to pay a deposit or deposits when booking. FCTG accepts Visa, Mastercard and American Express as valid forms of payment for bookings made through the Helio Platform. FCTG may make changes to acceptable forms of payment from time to time and will notify you in writing if this occurs.
Subject to your client’s rights under the Australian Consumer Law, all deposits are non-refundable for changes of mind or cancellations by you, or if the travel service provider’s terms and conditions provide that your deposit is non-refundable. If your deposit is refundable, this is subject to FCTG having received the funds from the travel service provider and/or being authorised by the travel service provider to refund your deposit. A deposit will secure your client’s booking/seat, however prices quoted may change before you make the final payment.
Final payment is required no later than 6 weeks prior to departure unless otherwise stated. Some airfares or services must be paid in full at the time of booking, please check the travel service provider’s terms and conditions. If you book a product where full payment is not required at the time of booking, it is your responsibility to ensure full and final payment is received by the travel service provider prior to the final payment due date. Otherwise your booking may be cancelled.
Credit Card Transactions
Surcharges will apply to all payments made by debit or credit card. The current surcharges applicable are: Visa credit: 0.80%, Mastercard credit: 0.50%, American Express: 0.80%, Diners Club: 2.50%, Visa Debit 0.39% and Mastercard debit 0.27%.
You authorise us to charge all fees incurred by you in relation to the bookings you make via the Helio Platform to the credit card or debit 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.
Change or Cancellation
All bookings are made on your behalf subject to the terms and conditions imposed by the travel service provider. If, for example, a travel service provider’s terms and conditions contain a “no refund policy”, we will only be able to provide you with the remedy provided by the travel service provider (if any), which may include a travel credit supplied by the travel service provider.
- Travel service provider Change and Cancellation Fees:
Changed or cancelled bookings for any reason (including by reason of matters outside your or our control) may incur travel service provider fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Travel service provider fees may also apply where a booking is changed for any reason and when tickets or documents are re-issued. Where we incur any liability for a travel service provider change or cancellation fee for any booking which is changed or cancelled for any reason, you agree to indemnify us for the amount of that fee. Where you seek a refund for a changed or cancelled booking for which payment has been made to the travel service provider, we will not provide a refund to you until we receive the funds from that travel service provider (which may take 12 weeks, or longer, dependent upon the supplier processing time). In the event we are still holding the funds, we can only provide you with a refund once we are authorised by the travel service provider to process your refund, subject to that travel service provider’s change or cancellation policy.
- Change or Cancellation by a travel service provider:
To the extent permitted by applicable law, if your booking is cancelled by a travel service provider, the travel service provider will generally offer you in the first instance alternative travel arrangements of comparable standard if available (and will refund any price difference if the alternative is of a lower value), or a travel credit for the full amount paid by you. Alternatively, subject to the travel service provider’s change or cancellation policy, the travel service provider may offer you a refund of all money paid by you in respect of the booking, from which the travel service provider will deduct any applicable travel service provider fees.
- Unavoidable or Extraordinary Circumstances:
In the event of unavoidable or extraordinary circumstances, a travel service provider may materially modify or cancel your booking as set out below.
In these Helio Platform Booking Terms and Conditions “unavoidable or extraordinary circumstances” means any cause outside a travel service provider’s reasonable control which could not have been prevented or avoided even if all reasonable measures had been taken by the travel service provider (including, but not limited to, war, threat of war, riot, civil disturbances, industrial dispute, terrorist activity and its consequences, plague, epidemic, pandemic, infectious disease outbreak or any other public health crisis (including quarantine or other employee restrictions), natural or other disaster (such as volcanic ash or hurricanes or similar events), nuclear incident, fire or bushfires, adverse weather conditions (actual or threatened, including snow and fog), closed or congested airports or ports or other modes of transport, unavoidable technical problems with transport, unforeseen alterations to transport schedules, transportation disruptions or cancellations, domestic and/or international travel restrictions, changes to travel advisories and restrictions, changes to health advisories and quarantines, changes to immigration, labour and free-movement laws resulting from BREXIT, rescheduling of aircraft or boats or other modes of transport, changes to applicable laws and/or other government mandates (including evacuation orders and border closures), and similar events).
A material modification is one that has a serious impact on your booking and would cause substantial inconvenience to you (including a change of departure date, departure point or airport, or change of departure time of more than twelve hours).
Airline taxes are subject to change and are confirmed at the time your airline ticket is issued. There may also be a local tax charged at some airports.
We act as an agent for and 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, as well as all of our wholesalers. Our obligation to you is to (and you expressly authorise us to) provide booking services, including making travel bookings on your behalf and arranging relevant contracts between you and travel service providers. We have no control over, or liability for, the services provided by third parties. All bookings are made on your behalf subject to the terms and conditions, including conditions of carriage, cancellations policy and limitations of liability, imposed by these travel service providers. We can provide you with copies of the relevant travel service provider terms and conditions on request. Your legal rights in connection with the provision of travel services are against the specific travel service provider and, except to the extent a problem is caused by fault on our part, are 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 rights are against that provider and not against us.
To the extent permitted by law, neither FCTG nor any of its related bodies corporate, directors, officers, employees, servants or agents 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 law (including the Australian Consumer Law). This liability clause is subject to your rights under the Australian Consumer Law and nothing in these Helio Platform Booking Terms and Conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).
We recommend that travellers contact the airline to confirm their scheduled departure time 24 hours prior to their flight. Air travellers are required to check in at least 2 hours prior to departure time for domestic flights and 3 hours for international flights and must report to the gate at least 30 minutes prior to departure time. Failure to comply may result in the loss of the seat to another passenger.
Monies Not Held on Trust:
You agree and acknowledge that such monies paid by you to us will not be held by us on trust for and on behalf of you or your clients and we may hold such monies in any account as we see fit, including with our own and/or other customer monies. All monies paid by you to us will be the property of FCTG and will be a debt due and payable to the travel service provider in accordance with the payment terms we have agreed with that travel service provider. Payment will generally be made to the travel service provider before the services to which the money relates are provided, however in some cases, payment will be made to the travel service provider once the services to which the money relates have been provided. In respect of monies paid for flights for an IATA airline, such monies might be held on trust for that IATA airline in accordance with the payment terms we have agreed with that IATA airline. In the event we are still holding the monies, we can only provide you with a refund once we are authorised by the travel service provider to process your refund, subject to that travel service provider’s change or cancellation policy.
Modifications of these Helio Booking Terms and Conditions
We reserve the right to modify any of these Helio Booking Terms and Conditions at any time without prior notice. If we make changes to any of these Helio Booking Terms and Conditions, we will notify you in writing, which are effective upon notification. The applicable terms that apply are those in effect at the time you make a booking with us.
If any dispute arises between you and us, the laws of Australia will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Australia and waive any right that you may have to object to an action being brought in those courts.
These terms were last updated on 25 August 2021.