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.
Nothing in these terms and conditions is intended to modify, restrict or exclude rights or remedies arising or available under the Australian Consumer Law (being Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or equivalent State and Territory statutes, and nothing in these terms and conditions should be construed as purporting to do so. These terms and conditions should be read subject to this proviso.
YOUR TRAVEL BOOKING
When you make a booking, you accept on behalf of your party these terms and 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 another 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 that 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 or MasterCard subject to a credit/debit card fee, which will be advised at time of payment. Diners Club, American Express and EFTPOS cards are not accepted. Before we proceed to issue your airline ticket or process any travel booking on your behalf, various checks take 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 for verification 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 on, among other things, 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. If 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 change fees will apply in addition to any additional airline/supplier charges. By confirming the booking, you are accepting the (additional) 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
If a significant change is made for reasons beyond our control, then, to the fullest extent permitted by law but not otherwise, we are not liable to compensate you. 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 does not accept, to the fullest extent permitted by law but not otherwise, liability or responsibility for any airline or supplier bankruptcy or insolvency and the failure to provide any services which may follow.
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, as well as on the day of departure 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 within a reasonable time before you leave Australia, we will contact you by email to advise you of this. Note that communicating same day schedule changes may not be possible by STA Travel and reconfirmation with the airline is strongly recommended. 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.
STA Travel cannot accept responsibility for the content or accuracy of information provided in any external websites not within STA Travel's control.
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, an STA Travel fee of AUD150 will apply 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.
Subject to any applicable rights or remedies under the Competition and Consumer Act 2010 (Cth) (including the Australian Consumer Law) or equivalent State and Territory statutes, 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 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 permitted there is a limit to the time in which it may be claimed which can vary depending on the fare booked. 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.
Subject to any applicable rights or remedies under the Competition and Consumer Act 2010 (Cth) (including the Australian Consumer Law) or equivalent State and Territory statutes, 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.
These terms and conditions apply to MultiFLEX Passes purchased after 30th August 2019.
If you have purchased a MultiFLEX Pass, you can make the specified number of date changes without any change fees. Any difference in fare and applicable taxes incurred as a result of the change, for example if you change to a more expensive departure, will still be payable. Changing flights at the last minute is likely to mean there is a higher fare difference, so we recommend making changes as early as possible.
A MultiFLEX Pass can only be issued once per person per trip, at the same time as booking your eligible flight and cannot be upgraded to another pass. MultiFLEX passes can only be purchased with, and changes redeemed against, selected STA Travel tickets with an eligible ticket number starting with `000`.
OneFLEX – 1 date change without change fees*
MultiFLEX – 3 date changes without change fees*
Unlimited Pass – unlimited date changes without change fees*
* any applicable fare & tax difference incurred as a result of the change will still apply.
All MultiFLEX passes permit date changes to be made before or after departure from Australia.
MultiFLEX Passes can only be redeemed by the passenger(s) who purchased the pass. All date changes are subject to availability and ticket conditions (e.g. maximum stay/permitted routing). Changes to outbound flights on each ticket will always require a re-assessment of the fare and applicable tax for all flights on that ticket. MultiFLEX Passes are non-refundable and non-transferrable (subject to your refund and remedy rights under the Australian Consumer Law).
MultiFLEX passes do not cover the cancellation of tickets. If you wish to cancel your ticket, the full cancellation conditions for that fare will apply.
MultiFLEX passes cannot be used to make date changes to a flight that you have missed. Missing your flight may also affect your remaining flight segments of your journey, possibly resulting in a new ticket purchase being required.
Price Drop Promise is included on eligible tickets with a MultiFLEX pass, subject to our standard terms and conditions available here: https://www.statravel.com.au/price-drop-promise.htm
CHANGING YOUR BOOKING
Before departure: please contact your original booking store, or call 134STA.
Phone: +44 151 559 3930 (for urgent changes within 72 hours of travel ONLY)
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 a remedy for any issues if you have not first brought them to the attention of the hotel or hostel management.
ACCOMMODATION CANCELLATION AND CHANGES
Accommodation bookings may be subject to cancellation fees when booking hotels online. Individual hotels and/or other third parties may have additional terms applicable to cancellations (including fees) which we will make you aware of at the time of booking. Full terms and conditions for booking accommodation online can be found at https://hotels.statravel.com/customer_care/terms_conditions.html
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 31 subject to airfare purchased, at the time of outbound journey) or an International Student Identity Card (ISIC Card) at airport check in.
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 (including transit and stopover destinations) applicable to your itinerary. You should confirm these with the relevant High Commissions, embassies and/or consulates. We do not accept any responsibility in the case of you being unable to travel due to not complying with any such requirements. Your passport must be valid for 6 months beyond your return date into Australia. If you are travelling on a passport other than Australian, you must ensure you have correct re-entry visa requirements for your return into Australia. Australian passport holders are advised to visit www.smartraveller.gov.au to gain current advice on safety issues overseas. Other passport holders are advised to check with their own consulates or embassies. 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, you agree that you assume responsibility for making arrangements for any 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 qualifies you 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
In most cases, 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 policies 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 (subject to any applicable legislation). 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 conditions 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 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.
Adequate travel insurance is recommended for the duration of your journey. Travel insurance is a mandatory element of some travel arrangements. We can arrange travel insurance quotes for you. Any advice provided is general advice only. Before making a decision please consider the Product Disclosure Statement available instore and at www.statravel.com.au/travel-insurance.htm to decide if the product is right for you. Travel insurance can be arranged at any store, over the phone or via the link on the STA Travel website,
All pricing is reflected in Australian Dollars (AUD) unless otherwise specifically denoted on the screen.
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 Agent for such 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.
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 that 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.