General terms and conditions online

Because we sell a variety of travel products, you should make sure you understand the terms and conditions that apply to your particular arrangements in addition to these general terms and conditions below:

Your Travel Booking

When you make a booking, you accept on behalf of your party the terms of these booking conditions. It is your responsibility to ensure that all of the details on your travel documents are correct and to bring to our attention any errors or discrepancies within 48 hours of your booking. Your contract will either be with us or with another supplier of travel services and this will depend on the type of arrangements you book. Where your contract is with a supplier, the booking conditions of that supplier will apply to your booking and STA Travel accepts no responsibility for any errors or omissions made by a supplier.

Acceptance of these terms and conditions is a condition of booking and is your acknowledgement that you have read, understood and agreed to be bound by them.


Payment using our Online Credit Card facility

Online payments can be made by Visa and MasterCard. Diners Club, American Express and debit Cards are not accepted. Before we proceed to issue your airline ticket or process any travel booking on your behalf, various checks are taking place to validate the integrity of credit card information and in certain circumstances the credit card holder will be required to submit verification documentation to substantiate identity. In circumstances where we cannot contact the card holder and the ticket issuance period lapses thereby making the booking invalid, we will have no choice but to cancel the booked arrangements. Under these circumstances we accept no responsibility for any re-booking costs.

We reserve the right at our absolute discretion to decline or accept bookings made from outside Australia. Any automatic booking confirmations for such bookings are conditional contingent on our view of any financial risks, potential ticket despatch delays, or other international regulations that may apply.

Finally, please note, any confirmed booking is subject to your credit card approval for the transaction. In an eventuality where your credit card is not approved we will attempt to contact you but hold no responsibility for any subsequent non provision of services in the event we are unable to establish contact with you.

 

Can I Change My Ticket?


Where a change to your travel arrangements is permitted and possible, STA Travel service fees will apply in addition to any additional supplier charges. By confirming the booking, you are accepting the specific ticket conditions relating to your chosen fare.

Changes are subject to availability and are subject to the validity of your ticket - for details check the ticket conditions in the fare selected. Not all fares allow changes so please check your fare conditions carefully.

If changes are allowed, an STA Travel change fee of AUD100 will apply plus any applicable airline/supplier fee.

Flights must be taken in the sequence they appear on your ticket or electronic ticket confirmation. If you plan not to take a flight as booked, please contact the airline as far in advance as possible to discuss your options. If you do not check in on time for a confirmed reservation, the airline may register you as a 'no-show', which could result in extra charges and/or your whole flight itinerary being cancelled and/or render your ticket void.

Important note - changes beyond our control.
Compensation will not apply if a significant change is made for reasons beyond our control. These include: war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, changes due to rescheduling or cancellation of flights by an airline or alteration of the airline or aircraft type; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, act of government or public authorities or other circumstances amounting to force majeure and/or Acts of God.

STA Travel cannot accept liability or responsibility for any airline or supplier bankruptcy or insolvency and the failure to provide any services which may follow.

 

Reconfirmation

 

Many airlines have chosen not to require formal reconfirmation of their flights however STA Travel strongly recommends that you contact the airline(s) on which you are travelling at least 72 hours before your scheduled departure from Australia to check that your flight is operating as indicated on your ticket.

If you have booked a flight and we are alerted to a significant schedule change by your airline before you leave Australia, we will contact you by email to advise you of this. Please ensure that you have given your contact email address to STA Travel and that you regularly check for messages before you leave. You must notify us should your email address change. STA Travel has no control over, and cannot accept responsibility for, the imposition of schedule changes or cancellation of your flights by the airline and accepts no liability for costs that may arise as a result of such changes.

After you have left Australia, it is your responsibility to check with the airline at least 72 hours that any onward flights you have confirmed are operating as booked. Please note that for some airlines it is mandatory to confirm with them your intention to fly.

You should check the current status of your flights at https://www.checkmytrip.com. We strongly recommend that this is done 24 hours before the scheduled departure time printed on your ticket or confirmation email. Your AMADEUS Reservation Code is a 6-letter code which can be found on your confirmation email.

STA Travel cannot accept responsibility for the content or accuracy of information provided in any external websites not within STA Travel's control.


Name Changing

The name you enter on the Traveller Details screen must be the same as on your passport. Your booking will be made under this name and changes to name details are not allowed by many airlines and other service providers. Whilst we will do our best to make such a change if necessary, please bear in mind that most airlines and other service providers treat a name change as a cancellation, to which standard conditions and charges would apply. If you enter the incorrect name and the airline will accept the change, the STA Travel fee for correcting your error will be AUD150 plus any applicable airline/supplier fee.

 

What if I Cancel?

Cancelled bookings will incur charges. These charges can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Fees will also apply where a booking is changed or tickets are reissued.

All online bookings are subject to STA Travel cancellation fee of AUD200 and any other airline fees applicable. This will vary depending on the airfare you have booked. For some fares no refund is available, so check your specific fare rules carefully.

If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim your cancellation charges through your insurer.

 

Refunds

Your request for a refund of an airfare booked on the STA Travel website is governed by the terms and conditions of the airfare you purchased and are as determined by the airlines. Many fares are non-refundable. Airline charges and cancellation fees may apply to your particular airfare.

When a refund is available there is a limit to the time in which it may be claimed. If you are not planning to travel, it is your responsibility to cancel the flight directly with the airline or notify STA Travel, failure to do so may result in your entire booking being cancelled and you may not be eligible for a refund.

Refunds will only be paid to you once we have received the funds back from the supplier(s). Generally flight tickets cannot be refunded if they are partially used. This is beyond the control of STA Travel.


Accommodation

If you have any queries regarding accommodation with which you have been provided, you should bring this to the attention of the hotel or hostel management immediately on arrival at the hotel or hostel. STA Travel cannot seek remedy for any issues if you have not first brought them to the attention of the hotel or hostel management.


Accommodation Cancellation and Changes

All accommodation bookings are subject to a 50% cancellation fee however individual hotels may have different terms which we will make you aware of at the time of making your booking.

All changes to accommodation bookings are subject to a AUD50 change fee plus any applicable supplier fees.

 

Blue (SATA) Tickets

If you are purchasing a SATA ticket valid for students and youths, you must show your proof of age (under 26 or 30, subject to airfare purchased, at the time of outbound journey) or an International Student Identity Card (ISIC Card) at airport check in.

 


ISIC/IYTC/ITIC Cards

If you have bought an ISIC,IYTC or ITIC card then your details will be stored by the ISTC to enable your student/youth/teacher status to be verified. Please note that you must forward proof of student status / age before your card and air ticket can be issued. Your email details may be used by STA Travel & ISTC to contact you about new discounts and services. Your details will not be provided to third parties unconnected with ISTC.

 

Passports, Visas & Immigration

It is your responsibility to fulfil the passport, visa and other immigration requirements applicable to your itinerary. You need a valid passport for all international travel. Many countries require that your passport is valid for at least 6 months beyond your expected period of travel. The name provided by you for your travel tickets must be the same as that in your passport. It is your responsibility to ensure that you have all the documentation you need for your journey. Visas are obtained from the issuing authority in Australia and you should confirm these with the relevant High Commissions, embassies and/or consulates. Visa requirements vary by both country you are travelling to and the current citizenship you hold so please ensure you check well in advance of your travel dates to allow sufficient processing time as required by the embassy. Either airline staff or immigration authorities may not allow you to pass through customs and board your flight without the appropriate visa and some countries will not allow you to enter without proof of a return or onward electronic or paper ticket. Airline check in staff at your point of origin may deny boarding you. If you proceed to book a one way ticket please ensure you have checked with the Consulate of the country you are travelling to in order to ensure that you comply with their laws and regulations. We do not accept any responsibility in the case you being unable to travel due to not complying with such requirements. If you are in any doubt as to the visa requirements for your destination you may refer to an online external visa advisory service, The Visa Machine at https://statravelau.thevisamachine.com/. By agreeing to the sale, STA Travel assumes that you will make arrangements for the required visas. STA Travel cannot accept responsibility for the content or accuracy of information provided in any external websites not within STA Travel's control.


Travel Advice and Vaccinations

Australian residents should refer to the travel advice posted by the Department of Foreign Affairs at https://www.dfat.gov.au/ or https://www.smarttraveller.gov.au/ for all the countries you intend to visit. Vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged all necessary vaccinations for your itinerary.
   

Taxes and Frequent Flyer Program

Local travel and airport taxes and charges may apply in various overseas countries.  Unless otherwise stated, these taxes are not included as part of the fees.  Taxes and duties may need to be paid in local currency at the time of departure and are subject to change without notice.
It is your responsibility to check with your airlines on whether your booking with us is qualified for any points under any frequent flyer programs.  Please retain all boarding passes to allow verification of your travel if required. 
 

Luggage and Baggage Information

We sell products and services as an agent on behalf of airline carriers (Third Party Suppliers). STA Travel has no responsibility for products or services provided by any Third Party Suppliers. We give and make no warranty or representation regarding the standard of services or products supplied by Third Party Suppliers. Luggage and Baggage policy vary from airline carrier to airline carrier therefore if for any reason the airline is unable to provide the product/services you purchased through STA Travel, your remedy lies against the airline and not STA Travel. Additional charges may apply by various airline carriers and are subject to change without notice. It is your responsibility to check the rules of the airline carrier initially accepting the baggage will apply. Various airline carriers have baggage embargo where excess, oversized, or overweight bags and all boxes are not permitted during peak periods of travel. Please note that even after full payment, the condition of the contract between you and the Third Party Suppliers may permit them to charge further costs on baggage and this will depend on your ticket, mileage status and/or class of service.

Please refer contact the airline carrier directly or visit their website for further information regarding airline carriage conditions, luggage restrictions and baggage allowance depending on your travel arrangements.

 

Insurance

STA Travel strongly recommends that you do not travel without suitable insurance. This can be arranged via the link on the STA Travel website, over the phone or at any branch. STA travel is not liable for any failure by you to get suitable insurance. If you wish STA Travel to provide information regarding insurance, please contact your Adviser for further information.

 

Currency

All pricing is reflected in Australian Dollars (AUD) unless otherwise specifically denoted on the screen.
 

Other Conditions

The conditions applicable to any travel booked through STA Travel are covered in the brochure of the operator with whom you are travelling, any tickets they have issued and this document. STA Travel acts only in the capacity of Agents for the operators in all matters of transportation, tour operation and other services. All receipts, tickets, vouchers, coupons or exchange orders are issued subject to the terms and conditions under which transportation and other services are provided. The issue and acceptance of such documentation will be considered as consent to the following conditions.

For licensable bookings, your contract is with STA Travel. STA Travel and/or associated Companies or Agents assume no responsibility for accidents or injury that may be caused to person or property, however caused or arising during any tour under its management, sponsorship, procurement or otherwise. The transportation companies or firms shall be exempt from all liabilities in respect of any detentions, delay, loss, damage, sickness or injury however and by whomever and of whatever kind occurring of or to the passenger at any time when the passenger is not on board the carrier or conveyance used or operated by the transportation companies or firms. The passenger contract in use by the transportation companies or firms concerned shall constitute the sole contract between the transportation companies or firms and the purchaser of these tours and/or passengers.

 

Important Delivery Information

We issue E-tickets where possible, but your tickets may need to be sent by Registered Post or Express Post to your billing address. In the event where an e-ticket is not possible, the traveller has two options (1) Delivery of Registered Post, a signature is required by Australia Post on delivery and a fee applies (2) Delivery of Express Post, a fee applies. Where tickets cannot be signed for, they will normally be held for collection in person at your local Post Office. In some areas, Australia Post may offer alternative delivery. STA Travel has no control over any aspect of delivery dates. Where necessary, collection or alternative delivery will need to be arranged between you and Australia Post. If these despatch arrangements are not suitable for you, please call STA Travel (within 24hrs) on 134 STA (782) to speak with a Travel Adviser.

Your travel documents are valuable and should be safeguarded as if they were cash. It is not always possible to replace travel documents in the case of loss, theft, damage etc.