tigerair travels terms and conditions

tigerair travels
General Terms and Conditions

 

Part A. INTRODUCTION

1. General

a. These terms and conditions govern all bookings for Tigerair Travels Packages (“Terms and Conditions”).

b. Virgin Australia Airlines Pty Ltd ABN 36 090 670 965 (trading as Tigerair Travels) (“Tigerair Travels”) acts as an agent for you in making the arrangements for transportation (including flights), accommodation, insurance, car hire, tours, sightseeing, transfers, activities, events and other components of your Tigerair Travels Package.

c. It is your responsibility to read and understand the terms and conditions set out in these Terms and Conditions, and to keep familiar with the current features of Tigerair Travels Packages.

d. These Terms and Conditions apply to bookings made for Tigerair Travels Packages made through the Tigerair Travels Website, the Customer Contact Centre (CCC) or through a travel agent.

e. References to 'we', 'us' and 'our' are references to Tigerair Travels, Tigerair Australia and all suppliers who each may separately enforce these Terms and Conditions.

f. This site, and each of its modules, together with the arrangement and compilation of the content found on this site, is the copyrighted property of Tigerair Travels, their affiliates, partners and/or its Suppliers and which is licensed to Tigerair Travels. You agree not to, except as permitted under the applicable law, copy, reproduce, republish, upload, post, transmit, distribute or otherwise communicate or cause to be displayed to the public any of the content found in this site without the prior written permission of Tigerair Travels except that you may download, display and print the materials presented on this site for your personal, non-commercial use only.

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2. Definitions

Unless the context otherwise requires, the following definitions apply:

Conditions of Carriage means the conditions of carriage which govern your travel on the flight component of your Tigerair Travels Package and which will be located on the Tigerair Website at https://tigerair.com.au/tigerair-info/conditions-of-carriage means holiday packages for which the origin and destination points are wholly within Australia.

Customer Contact Centre (CCC) means the customer contact centre operated by Tigerair Travels.

International/International Booking means holiday packages for which either the origin or destination points are outside Australia.

Optional Services or Travel Extras means any additional ancillary item (car hire, insurance, transfers, land tours and other components of your Tigerair Travels Package (but excluding air travel and accommodation components, which are purchased at the time of booking.

Participating Carrier means an airline in the Tigerair Group which provides air travel services as part of a Tigerair Travels Package.

Personal Information has the meaning given to that term in the Privacy Act 1988 (Cth).

Privacy Policy means the Tigerair Travels Privacy policy published on the Tigerair Travels Website, as amended from time to time.

Related Bodies Corporate has the meaning given in the Corporations Act 2001 (Cth).

Supplier means the supplier of a service which is part of a Tigerair Travels Package but which is not Tigerair Travels.

Travel Documentation means the documentation we will provide you, which relates to your booking for a Tigerair Travels Package and includes your itinerary.

Tigerair Australia means Tiger Airways Australia Pty Ltd (ABN 52 124 369 008)

Tigerair Group Airline means Tigerair Australia and its Related Bodies Corporate and Tigerair International Number 1 Pty Ltd (ABN 61 606 131 944) and its Related Bodies Corporate.

Tigerair Travels Packages means a holiday package, which includes two or more components of travel related services, which are sold as a package by Tigerair Travels.

Tigerair Travels Website means the website located at the following website links:www.tigerair.com.au/holidays, holidays.tigerair.com.au www.tigerairtravel.com.au or any other website that utilises the Tigerair Travels booking engine.

Tigerair Website means the website located at www.tigerair.com.au.

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Part B. Tigerair Travels PACKAGES

1. Suppliers

a. Tigerair Travels does not own, manage, control or operate any of the transportation (including flights), accommodation, insurance, car hire, tours, sightseeing, transfers, activities, events or any other services included in your Tigerair Travels Package.

b. All coupons, receipts, bookings and tickets are issued subject to the terms and conditions specified by Suppliers. It is important for you to obtain and read the terms and conditions of services provided by Suppliers, which are included in your Tigerair Travels Package, as they may contain exclusions or limitations of liability (including some which limit or exclude liability for death, personal injury, delay and loss or damage to baggage) and other terms and conditions (including restrictions on amendment or cancellation) imposed by the service supplier.

c. All descriptions and itineraries have been prepared with information received from Suppliers. Tigerair Travels is not responsible for any incorrect or inaccurate information contained in Tigerair Travel Package descriptions or itineraries where that information has been provided by a Supplier and will not be liable for any loss or damage (including personal injury or property damage) you may incur as a result of a Supplier providing incorrect or inaccurate information about a product or service in your Tigerair Travels Package.

d. We reserve the right to substitute accommodation or other components of an equivalent or better standard due to unavailability of the advertised product.

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2. Terms of Use

The Terms of Use for the Tigerair Travels Website are located at: https://tigerair.com.au/legal/websiteterms

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3. Participating Carriers Liability

a. To the extent permitted by law Tigerair Australia and other Participating Carriers will not be responsible or liable for any loss or damage incurred by any person (including personal injury and property damage), which arises directly or indirectly from a booking made for a Tigerair Travels Package, aside from the liability that may be incurred as a carrier.

b. Tigerair Travels Packages which include a flight component with Tigerair Australia and other Participating Carriers are subject to the Conditions of Carriage.

c. Permission for Tigerair Travels to use the trademark and logo of Tigerair Australia does not form any endorsement of the services of Tigerair Australia nor acceptance of any liability on behalf of Tigerair Travels. Neither Tigerair Australia nor any other Participating Carrier represent themselves as contracting with any purchaser of a holiday package from Tigerair Travels, or as having any other legal relationship with any such purchaser.

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4. Bookings

a. All bookings made via any channel are based upon the current price given by the goods and/or service provider at the time the booking is generated.

b. The person carrying out a booking shall be deemed to have accepted these Terms and Conditions on behalf of all persons named in the booking (including those added at a later date).

c. Any verbal quotes given via the Customer Contact Centre (CCC) are estimates only that will be subject to a written advice upon confirmation of the reservation.

d. The person carrying out a booking acknowledges that Tigerair Travels reserves the right to deny a booking request for any or no reason.

e. No employee of Tigerair Travels or affiliated companies or representatives can change these Terms and Conditions or any other terms under which any person agrees to purchase a Tigerair Travels Package.

f. A fee applies to bookings made via the Customer Contact Centre. Refer to clause 16 for these Terms and Conditions.

g. Bookings are non-refundable and non-transferable, except as otherwise set out in these Terms and Conditions. Name changes are not permitted for any bookings.

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5. Exclusions

The following items are not included in the price of your Tigerair Travels Package, unless we otherwise advise you: passport and visa charges where applicable, airport taxes (where not pre-payable or prepaid), items of a personal nature such as drinks, room service, laundry, own meals (unless specified), baggage charges, excess baggage, personal & baggage insurance, telephone calls and postage and the cost of anything else not expressly identified as being included in the Tigerair Travels Package.

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6. Prices

Our website is based in Australia and therefore all prices are quoted in Australian dollars. Transactions completed outside of Australia will be displayed in Australian dollars through the booking process, and charged in local currency at the rate of exchange determined by the credit card holder’s financial institution.

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7. Fulfilment

a. You understand that all products and services purchased require fulfilment and documentation, such as issuance of holiday itinerary, air tickets (if required) and any travel vouchers.

b. Fulfilment is performed during normal office hours. As such, any travel requests and bookings made require a minimum processing time, depending on how you made your booking and where you are travelling. The following processing times apply: i. Domestic and International Bookings made through the Tigerair Travels Website must be made outside 48 hours of departure. ii. Domestic Bookings made via the Customer Contact Centre must be made outside 24 hours of departure. iii. International Bookings made via the Customer Contact Centre must be made outside 48hours of departure.

c. All reservations are subject to availability

d. We will not be responsible or liable for any claims for loss, damages or compensation against non-fulfilment of a booking that cannot be fulfilled between the time of booking and the time of departure.

e. If we are unable to fulfil a booking between the date of booking and the time of departure, we shall refund to you all unutilised monies collected from you for that booking to your original form of payment within 7 days.

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8. Documentation

a. Travel Documentation will be emailed to the email address you provide at the time of booking, after we receive confirmation of your payment.

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9. Invoice

We can only issue an invoice for the total amount paid for a Tigerair Travels Package. Our contractual obligations with Suppliers do not allow us to issue an invoice for the individual travel components of a package. Invoices are not provided at the time you make a booking but are available on request.

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10. Invoice errors or omissions

We reserve the right to correct any errors in rates quoted or miscalculated for any Tigerair Travels Package or any other product or service quoted on the Tigerair Travels Website or via the Customer Contact Centre.

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11. Goods and Services Tax

All prices and charges are inclusive of Australian GST where applicable.

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12. Full Payment

Full payment for your Tigerair Travels Package is due at the time you make your booking. If for any reason payment does not clear or is rejected, the booking will be cancelled, any deposit amount already paid will be forfeited and the appropriate cancellation charges will apply at our discretion.

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13. Amendments

a. Amendments must be notified at least 48 hours prior to the day of departure and will incur a fee. Refer to clause 16 for these Terms and Conditions. You will also be required to pay any fare difference and any charges levied by Suppliers, which can be up to 100% of the cost of the booking.

b. Amendments inside 48 hours for bookings will result in forfeiture of the total cost of the booking.

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14. Cancellations

a. You must notify us of any cancellations at least 48 hours prior to the day of departure by calling our Customer Contact Centre.

b. A cancellation fee of AUD$80.00 per person applies, capped at AUD$320 per booking, plus any cancellation or other charges levied by service suppliers (which can be up to 100% of the cost of the booking).

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15. Credit Shells

a. Any credit balance resulting from your original booking as a result of cancellations or amendments (after deducting any applicable cancellation or amendment fees and any other charges) will be held in credit and can be used toward future bookings for Tigerair Travels Packages.

b. All credits are valid for 12 months from the original booking date. Future bookings utilising such credit can only be made by calling our Customer Contact Centre, a phone booking fee will apply.

c. For refund of travel insurance premium, refer to clause 24.

c, the Travel Insurance Section of these Terms and Conditions.

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16. Fees

a. You will incur a fee if you: i. Book a Tigerair Travels Package through the Customer Contact Centre; ii. Amend any part of your booking for a Tigerair Travels Package; iii. Cancel your booking for a Tigerair Travels Package.

b. The applicable fee will be the fee published on the fees and charges page of the Tigerair Travels Website on the date you request the service.

c. You will be charged a fee if you make a booking for a Tigerair Travels package using a credit card. The applicable fee will be the fee published on the fees and charges page of the Tigerair Travels Website on the date you make your booking. The credit card fee will be charged per booking and will be added to the total price of your booking.

d. Additional fees may be levied by Suppliers and/or fare or rate difference which can be up to 100% of the booking value.

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17. Hotel Policies and Bedding Information (General)

When you book a Tigerair Travels Package that includes accommodation, the following terms and conditions will apply to your booking unless we expressly advise you to the contrary:

a. Hotel rates quoted are based on double occupancy, per room per night in existing bedding, unless otherwise stated in the description of your Tigerair Travels Package. “Double occupancy” means two people sharing one room. Charges for extra persons and/or children may apply and will be charged directly by the hotel.

b. Any incidental charges such as parking, phone calls, room service, additional bedding or any additional surcharges are not included in the price of your Tigerair Travels Package and must be paid by you directly to the Supplier.

c. Hotels may have a minimum age requirement. If customers do not meet the minimum age requirements, they must be accompanied by a parent or guardian. Please contact the Customer Contact Centre to confirm the minimum age requirements for your particular hotel.

d. Photo identification may be required at check-in.

e. Customers may be required to present a valid credit (not debit) card or cash deposit at check-in for incidentals.

f. Prices quoted are based on existing bedding in the room. Requests for particular bedding arrangements must be made at the time of booking by contacting our Customer Contact Centre and may incur additional charges, which are payable directly to the hotel.

g. Ratings are assigned to hotel properties based on information supplied by hotels. Ratings are validated based upon the most up-to-date research conducted by hotel experts at a leading online travel agency in accordance with industry standards. The ratings are objective evaluations of a hotel's level of comfort and style based on a number of criteria, which may include on-site inspections, post-trip customer feedback, and quality of amenities and staff.

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18. Unused Land Service

To the extent permitted by law, there will be no refund, credit or exchange for any unused land services once travel on your Tigerair Travels Package has commenced.

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19. Product descriptions

Product descriptions featured on the Tigerair Travels Website and throughout Tigerair Travels promotional material are based on current contractual agreements with Suppliers and information provided by Suppliers. Any facilities shown as included are subject to change at any time prior to you making a booking for a Tigerair Travels Package.

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20. Maps and photographs

Maps are shown for general information and may not reflect actual routings, locations or services provided. Whilst photographs display places in geographic areas, they are not necessarily included in any holiday. Photos reflecting hotel rooms may not be specific to the actual room assigned upon check-in.

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21. Optional Services or Travel Extras

a. On some occasions, you may be required to contact a Supplier directly to arrange for pickup/drop-off times, appointments or other services which form part of your Tigerair Travels Package. Any requirements for you to contact a Supplier directly will be specified in the Travel Documentation.

b. Minimum age licensing restrictions may apply. For example, a requirement to have an open driver's licence may apply to some Optional Services, including car rental bookings, activities or events.

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22. Baggage

a. You must read all Suppliers policies with respect to the carriage of baggage, which apply to your Tigerair Travels Package. Suppliers may have policies that restrict the size, number, weight and dimensions of allowable luggage (both carry-on and registered baggage).

b. Some Suppliers may charge a baggage fee if you carry luggage that exceeds the restrictions or allowances outlined in each individual policy. Any fees payable to Suppliers for the carriage of baggage will be in addition to the cost of your Tigerair Travels Package unless we otherwise expressly state.

c. Where your Tigerair Travels Package includes air travel on a service operated by the Tigerair Australia, you can purchase additional baggage at the time you make your booking or by contacting the Customer Contact Centre if you wish to add baggage to an existing booking.

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23. Travel Insurance

a. We strongly recommend you seek advice on obtaining insurance prior to travel and to discuss insurance options. We suggest that the policy should include, but not be limited to, the following cover: loss or damage to personal baggage; loss of money; and emergency medical expenses incurred during travel.

b. You may purchase travel insurance as part of your Tigerair Travels Package through our travel insurance partner, Allianz Global Assistance, by selecting the insurance offered under "Optional Services" when you make your booking online or though the CCC. You must read the product disclosure statement for the type of travel insurance you wish to purchase prior to making the purchase and you should seek independent advice about whether that option is suitable for your requirements.

c. A fourteen (14) day cooling off period (“Cooling-Off Period”) applies to travel insurance purchased as part of your Tigerair Travels Package. If you cancel the travel insurance component of your booking or cancel your entire Tigerair Travels Package prior to the expiry of the Cooling-Off Period, you will receive a refund of your travel insurance premium. If you cancel your travel insurance or Tigerair Travels package outside the Cooling-Off Period, you will forfeit the amount paid for travel insurance as part of your booking, in addition to any other cancellation fees we may charge you in accordance with these Terms and Conditions.

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24. Passports and visas

a. You are solely responsible for the following: i. ensuring you meet all passport, visa (including any and all transit visas) and health requirements which are relevant to your Tigerair Travels Package; and ii. ensuring your travel documentation is correct.

b. Many countries require that foreign nationals entering hold a passport with at least six (6) months validity remaining. This information as well as any other related information we supply when you book your Tigerair Travels Package and any links within the site are supplied in good faith and should be treated guidelines only.

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25. Limitation of Liability

a. Subject to the provisions of this clause 25, the Limitation of Liability section, you agree that neither Tigerair Travels, the Tigerair Group nor any of their respective representatives or agents shall be liable to you or any other person for any loss, injury, or damage whatsoever to any person or their belongings or otherwise arising out of or in connection with the offer and/or supply of goods or services by Tigerair Travels or any third parties (including but not limited to the supply of accommodation, transportation or other services) resulting directly or indirectly from any occurrences including breakdown/faults in equipment, strikes, theft, delay or cancellations or changes in itinerary or schedules etc.

b. Tigerair Travels, the Tigerair Group nor any of their respective representatives or agents do not accept any liability whatsoever and shall not be liable to you or any other person for any injury, damage, loss, delay, additional expenses or any distress, disappointment or inconvenience caused either directly or indirectly by any events or acts or omissions which are beyond their control, including but not limited to, war, civil commotion, fire, floods, acts of God, act of government or other authorities, industrial action or accident or failure of machinery or equipment. If the Competition and Consumer Act 2012 (Cth) or any similar law applies and an implied condition or warranty cannot be excluded, the liability of Tigerair Travels, Tigerair will be limited, at their discretion, to either the replacement or resupply of the goods or services.

c. Where Tigerair Travels, the Tigerair Group or any third party supplies you with goods or services which are included in a Tigerair Travels Package, you have certain rights under the Australian Consumer Law, known as ‘consumer guarantees’.

d. These rights include guarantees that the goods supplied: i. will be of acceptable quality; ii. will be reasonably fit for any purpose made known to us before we supply them to you; and iii. will correspond with any description, sample or demonstration model.

e. These rights include guarantees that the services supplied: i. will be carried out by us with due care and skill; ii. will be fit for the purpose disclosed; and iii. will be supplied within a reasonable time. f. This is a summary of some of your rights under the Australian Consumer Law. It is not exhaustive and is not legal advice. Nothing in this document is intended to override or limit any rights you have under the Australian Consumer Law

g. Nothing in these Terms and Conditions operates to limit or purports to limit any consumer rights which you have and which cannot be contracted out of (including any State or Territory consumer protection legislation).

h. These Terms and Conditions are governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of the courts in that state.

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26. Privacy

a. You agree that your Personal Information will be managed by Tigerair Travels in accordance with the Privacy Policy. The Privacy Policy is available at the Tigerair Travels Website. If you would like to receive a copy of the Privacy Policy by post please contact our Customer Contact Centre.

b. Tigerair Travels is required to collect your Personal Information in order to process your booking for a Tigerair Travels Package, and to communicate with you about your booking. If Tigerair Travels cannot collect from you the minimum amount of Personal Information required to complete your booking, it will not be able to process your booking for a Tigerair Travels Package and a contract is not formed with us.

c. This clause 26 will survive termination or expiration of these Terms and Conditions.

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27. Marketing

You consent to receiving electronic messages marketing communications from us containing marketing and promotional material and subject to any applicable Law, agree that we do not need to include an "unsubscribe" facility in any electronic message sent to you for the purposes of the Spam Act 2003(Cth). Tigerair Travels may contact you by text message, email or other digital service (such as through our applications that you install on your mobile device), phone or post to let you know about flight specials, our promotions or any new or existing products or services, and those of our related companies and partners, that may be of interest to you. You can read more about our marketing practices in our Privacy Policy.

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28. Contact Us

a. Should you have any queries or require any further information on these Terms and Conditions, please send an email to: enquiries@tigerairtravels.com and we shall respond to you as soon as we can. Alternatively, you may call us at 13 16 45, or outside Australia on +61 7 3119 7097.

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29. Consumer Claims

Consumer claims should be made in writing within 30 days of return, with supporting documentation. Such claims should be addressed and forwarded to the Customer Contact Centre at enquiries@tigerairtravels.com or mailed to the attention of Tigerair Travels Manager at PO Box 1034, Spring Hill, QLD 4006.

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