1. Terms and Conditions
The terms and conditions set out below (Terms and Conditions) apply to any enquiries or bookings made through RAA for travel including but not limited to airlines, rail and cruise operators, accommodation providers, car hire and tour operators (Travel Assistance).
By engaging with RAA to provide Travel Assistance you acknowledge, understand and agree to be bound by these Terms and Conditions.
These Terms and Conditions apply to apply to all Travel Assistance provided by RAA, including via a consultant in person (including at a shop or over the phone) or via technology such as an online channel of RAA or through an RAA app.
RAA acts as an agent for, and sells, various travel related products (Travel Products) and services (Travel Services) as agent on behalf of numerous transport, accommodation and other service providers, such as airlines, car hire, coach, rail, tour and cruise line operators, as well as wholesalers (Travel Providers). Our obligation to you is (and you expressly authorise us) to make travel bookings on your behalf and to arrange relevant contracts between you and Travel Providers.
You represent and warrant that you have the full right, power and authority to make a booking for any Travel Service or Travel Product with RAA (Booking) on your own behalf and you are authorised and have the consent of any additional persons forming part of your Booking to make a booking on their behalf.
For each Booking you acknowledge and agree that:
a) RAA is authorised as your agent only to make a booking with the Travel Provider for the delivery of the Travel Services or Travel Products;
b) Upon making your Booking, a contract is formed between you and the Travel Provider to deliver the Travel Service or Travel Product on the Travel Provider’s terms and conditions, including conditions of carriage and limitations of liability, for the relevant Travel Service or Travel Product (Travel Provider Terms). The Travel Provider Terms will be made available by you contacting them directly or visiting their website and we may provide copies of those Travel Provider Terms to you upon your request, to the extent they have been made available to RAA;
c) RAA has no liability to you in respect of the delivery or quality of the Travel Services or Travel Products;
d) If a Travel Provider fails or is unable to provide the Travel Service or Travel Product for which you have contracted (excluding fault on RAA’s part), your rights are against the Travel Provider and not against RAA;
e) RAA does not in any way (directly or indirectly, independently or in conjunction with any party) own, manage, operate or control the Travel Services or Travel Products provided by Travel Providers;
f) RAA is not responsible for, and does not accept any liability for the actions and representations of Travel Providers in relation to the Travel Services or Travel Products provided to you; and
g) You are liable to the Travel Provider for any payments in connection with the Travel Service or Travel Product, except to the extent that RAA has agreed to make such payments on your behalf, as set out in these Terms and Conditions.
2.2 RAA may only make Bookings with Travel Providers on direct instructions from you.
3. Travel Providers
3.1 You acknowledge and agree:
a) that the Travel Provider Terms contain other terms and conditions (including, for example, airline conditions of carriage or accommodation restrictions) that will apply to you and that the Travel Provider Terms apply to you for any Booking made via RAA; and
b) that to the extent of any inconsistency between these Terms and Conditions and any Travel Provider Terms that apply to you, the Travel Provider Terms will prevail except to the extent such Travel Provider Terms are invalid or unenforceable.
3.2 RAA will identify the Travel Provider (excluding wholesalers, if applicable) where possible on all itinerary or travel documents it provides to you.
4. Prices and quotes
4.1. Prices are subject to availability and can be withdrawn or varied without notice.
4.2 In respect of advertised pricing, RAA should be contacted for the most up-to-date pricing.
4.3. At your request we may provide quotes on products and services offered by Travel Providers (Quotes).
4.4. At the time of providing a Quote we will specify conditions or restrictions that may apply (as these may vary depending on the Travel Provider and/or relevant Travel Product or Travel Service).
4.5. The price is only guaranteed once your Booking has been paid for in full by you, by the payment deadline.
4.6. Price changes, even after a Quote has been issued, may occur by reason of circumstances outside RAA’s control, including adverse currency fluctuations, fuel surcharges, taxes and airfare increases.
4.7. You acknowledge that some countries may charge passenger’s taxes, fees or levies at airports or hotels and that you, and not RAA, are responsible for payment of these fees.
4.8. Airline taxes are subject to change and are confirmed at the time your airline ticket is paid in full by you and your fare has been ticketed by RAA.
5. Payment terms
5.1 A minimum non-refundable deposit of $150 per person for domestic and $300 per person for international (applicable for Members) or $300 per person for domestic and $600 per person for international (in the case of non-Members ), payable to RAA is required to secure a Booking. Some airfares or services must be paid in full at the time of booking, including bookings made online.
5.2 Where the Travel Provider requires a deposit to secure your Booking you will be advised of the amount and this will be in addition to the RAA deposit.
5.3 Subject to your rights under the Australian Consumer Law, all deposits are non-refundable for changes of mind or cancellations by you.
5.4 A deposit will secure your booking/seat, however prices in your Quote may change if you do not make the final payment by your payment deadline.
5.5 RAA accepts payment via cash, credit card, cheque or bank transfer. Online bookings usually require a credit card payment.
5.6 Cash payments can be made at any RAA shop. When making payment you can present your invoice or your trip file number.
5.7 Payment via EFTPOS, Visa and MasterCard attract no surcharge, unless a surcharge is imposed by our Travel Providers. RAA does not accept Diners or American Express.
5.8 Cheque payments require 5 working days to clear. If paying via cheque, you must pay at least 1 week prior to your final payment date to ensure enough time for the cheque to clear.
5.9 Payment can be made directly to RAA’s bank account. Details can be found on your Quote.
5.10 If you fail to pay the full amount of a Booking, RAA may cancel the Booking and RAA and the Travel Provider may retain any deposit(s) paid.
5.11 RAA cannot accept cash payments of $10,000 or more per Booking, including multiple payments for the same Booking which total $10,000 or more.
6.1 Capitalised expressions set out in this clause have the same meanings as those expressions in the GST Law.
6.2 Unless otherwise expressly indicated, all prices, or other sums payable or consideration to be provided under or in accordance with this agreement are exclusive of GST.
6.3 If GST is imposed on any supply made under or in accordance with this agreement, the Recipient of the Taxable Supply must pay to the Supplier an additional amount equal to the GST payable on or for the Taxable Supply subject to the Recipient receiving a valid Tax Invoice in respect of the supply at or before the time of payment. Payment of the additional amount will be made at the same time as payment for the Taxable Supply is required to be made in accordance with this agreement.
6.4 If this agreement requires a party to pay for, reimburse or contribute to any expense, loss or outgoing (reimbursable expense) suffered or incurred by another party, the amount required to be paid, reimbursed or contributed by the first party will be the amount of the reimbursable expense net of input tax credits (if any) to which the other party is entitled in respect of the reimbursable expense plus any GST payable by the other party.
7. Changes and cancellations
7.1 Subject to your refund and remedy rights under the Australian Consumer Law, and subject to clause 7.2, if you request a change or cancellation to a Booking, the following fees and charges apply per person:
RAA Member Service Fees
Domestic Air: $20 per person
Booking Amendment: $50 per person
Cancellation Fee Per Person: 15% or $150 - whichever is greater
Non-RAA Member Service Fees
Domestic Air: $40 per person
Booking Amendment Fee: $100 per person
Cancellation Fee Per Person: 20% or $300 - whichever is greater
7.2 You acknowledge that if you seek a refund for a Booking that has been cancelled and payment for the Booking has been made to the Travel Provider, RAA will not provide you a refund until RAA has received a refund from the Travel Provider. Where RAA incurs any liability to a Travel Provider, for example a cancellation fee for any booking which you change or cancel, you agree to pay us the amount of that fee.
7.3 Failure to board a flight (i.e. or no show) may result in cancellation and forfeit of your Booking including any unused part of the Booking.
7.4 Name changes constitute a change to a Booking and may need be re-booked subject to availability and pricing.
7.5 Travel Providers reserve the right to make time and date changes to their Travel Services and Travel Products. It is your responsibility to reconfirm with the relevant Travel Provider at least 48 hours before each part of your journey.
7.6 “Member” means anyone who holds one or more of RAA Road Service (meaning a subscription for RAA Premium, Plus or Standard Road Service Benefits) or RAA Insurance.
8. International Bookings
8.1 For all international Bookings, you are responsible for ensuring that all travellers have at the time of departure:
a) a valid passport for international travel with a validity period of at least 6 months after the proposed date of return; and
b) valid entry and re-entry visas or other permits that meet the requirements of immigration and other government departments.
8.2 It is your responsibility to ascertain visa requirements, including electronic authorisation applications or visa waiver programs, of your destination. Upon request, RAA can provide general information only in relation to passport and visa requirements that apply to international Bookings.
8.3 If instructed by you, RAA may be able to engage a third party visa advisory service on your behalf to obtain specific or detailed visa advice. We can also assist you to obtain visas through such a third party (fees will apply). RAA accepts no liability for any loss or damage which you may suffer in reliance on such advice or service, except to the extent RAA is at fault.
8.4 All passports must be presented to your RAA consultant when paying a deposit for any Booking to an international destination.
8.5 You must advise the RAA consultant of the address and contact details of your first nights’ accommodation for any overseas destination at the time of full payment of the Booking as this must go in your flight reservation.
8.6 RAA will not be held liable for any delay, penalty, fine or cost incurred directly or indirectly by you as a result of any failure to comply with clause 8.1 or 8.2.
9. Travel documents
9.1 RAA may provide certain travel documents including but not limited to airline tickets, accommodation and tourism operator vouchers, rail passes and other documents (Travel Documents) issued by the Travel Provider as confirmation of the relevant Booking.
9.2 Travel Documents may be subject to Travel Provider Terms and/or restrictions imposed by the Travel Provider including in relation to cancellation and transferability.
9.3 Travel Documents are issued in the name of the individual traveller, being the name specified on the traveller’s passport/photo identification, and will usually be non-transferrable.
9.4 You are responsible for reviewing all Travel Documents and advising of any errors or omissions prior to travel.
9.5 Travel Documents that are lost, stolen or misplaced may be replaced subject to a replacement fee. However, some Travel Documents (for example, rail tickets, sporting and theatre tickets) may not be replaceable or refundable if lost or stolen and the relevant Booking and payment will be forfeited.
10. Travel insurance
Travel insurance is not provided automatically when you book travel with RAA. Travel insurance must be purchased separately. You should consider whether you require travel insurance to cover all or any part of your Booking. If you decide not to take out travel insurance, this is your decision and RAA shall not be held liable. Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel. It is your responsibility to ensure that any travel insurance you obtain is valid and appropriate.
11. Frequent flyer memberships and special requirements
11.1 It is your responsibility to provide frequent flyer membership and loyalty program details and any special requirements at the time of placing a Booking.
11.2 We cannot guarantee that the Travel Provider will credit you with points or credits for your Booking or be able to accommodate any special requirements in connection with your Booking.
12. Health and travel advice
12.1 Before the commencement of your travel, you are responsible for ensuring that you are familiar with:
a) any rules that may apply in relation to the carriage of liquids, gels and aerosols on-board international flights;
b) any health requirements and recommended precautions relevant to the Booking and you have obtained any necessary vaccinations before departure; and
c) travel advice or warnings issued by the Australian Department of Foreign Affairs and Trade in relation to any destination within the Booking.
In relation to any Booking that relates to a cruise, you acknowledge that some Travel Providers require online registration to be completed for all passengers before departure from Australia and if not completed your Booking may be cancelled with no refund available. It is your responsibility to complete any required online registrations in the applicable time.
14. Limitation of liability
14.1 RAA is not itself a Travel Provider and its liability in making Bookings will be limited to any rights you may have under the Australian Consumer Law contained in Schedule 2 to the Australian Competition and Consumer Act 2010 (Cth).
14.2 To the extent permitted by law, RAA excludes any and all liability for any losses, damages, liabilities, claims or expenses whatsoever, arising out of or in connection with the Booking, whether in contract, tort (including negligence), under statute, equity or otherwise.
14.3 Subject to clause 14.2, RAA’s liability for breach of a condition or warranty that cannot be excluded at law is limited (at RAA’s election) to either a refund for the Booking, the re-supply of the Booking or payment of the cost of the re-supply of the Booking.
15. Privacy Laws
15.1 You acknowledge and agree that:
b) You are authorized by each individual traveller to provide RAA with their personal information for the purposes of RAA advising on Travel Services or Travel Products and making Bookings.
c) RAA collects and uses the personal information you provide to make Bookings for travel products and services offered by Travel Providers, offer other RAA products and services to you or the traveller, manage our ongoing relationship with you/the traveller, provide you with marketing and promotional communications in accordance with your/the traveller’s preferences, and otherwise as necessary for our business purposes.
d) If you do not provide us with this information, we may not be able to make Bookings, or give you/the traveller the full range of benefits of RAA’s products and services.
e) In the event that an accident, emergency or disaster is reported to have occurred in a country or place where you or the traveller have or may be travelling, you authorise RAA to disclose to relevant government departments or emergency services details of your and the traveller’s activities and itinerary, including without limitation transport and accommodation details and contact details in Australia and overseas.
15.2 You agree that in certain circumstances we may disclose the traveller’s personal information to:
a) recipients located overseas who may include Travel Providers (for example airlines, accommodation or tour providers); and
b) third parties who provide services to RAA or make benefits or offers available to RAA members, and as otherwise required or permitted by Law.
15.3 Generally our disclosure of the traveller’s personal information to recipients located overseas will be in connection with the facilitation of the Booking and/or to enable the performance of administrative and technical services by them on RAA’s behalf.
15.4 Where we disclose the traveller’s personal information to recipients located overseas, you agree that we will not be required to ensure that person’s compliance with Australian Privacy Laws or otherwise be accountable for how they handle such personal information.
a) how you may seek access to or correct personal information that RAA holds about you and/or the individuals for whom you make Bookings; and
b) how you/the traveller may complain about a breach of the Australian Privacy Principles by RAA and how we will handle such a complaint.
16.1 In case any provision of these Terms and Conditions becomes invalid or unenforceable, the parties will remain bound by the remainder of the provisions and the relevant provision will be read down to the extent necessary to avoid it being invalid or unenforceable and if the provision cannot be read down to that extent, it will be severed without affecting the validity and enforceability of the remainder of the agreement.
16.2 Neither failure nor delay by RAA to enforce, at any time, one or more term(s) of this agreement shall operate as a waiver thereof, or of the right to subsequently enforce all Terms and Conditions.
16.3 The laws of Australia will apply to these Terms and Conditions and to any dispute between you and RAA. You 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
Federal Government requires all passengers to wear masks on flights and in airports. You are responsible for ensuring you are aware of any government requirements that apply to your destination, including wearing face masks and coverings.
• Please ensure you familiarise yourself with all pre-departure and travel regulations and restrictions relating to your destination
• Some destinations may require you to complete a travel declaration or permit and/or health assessment prior to travel
• Some states may require you to enter quarantine on arrival or may refuse unauthorised entry
We strongly advise you to closely follow your local Government’s travel and health advisory services, as travel and health advice is changing regularly and differs by region. Please refer to https://www.covid-19.sa.gov.au/ (for South Australian residents) or smartraveller.gov.au for the latest information and advice for travelling interstate and overseas.