Airfares: Airfares are not guaranteed until they are paid in full and ticketed, airlines may change or withdraw the fare without notice before ticketing is completed. We reserve the right to reject online bookings we believe may be fraudulent at our full discretion. We do not accept online bookings with less than 3 days notice, please contact our office over the phone during business hours for last minute requests.
E-Tickets: A copy of your confirmed booking reservation will be sent upon completion. Your e-ticket receipts will follow within 1 business day and will also be made available via our TripCase app.
Service: Your booking will be allocated to one of our consultants to manage personally at no additional cost, your consultant will be in touch within 1 business day to introduce themselves. Seat requests, frequent flyer numbers, dietary requests etc. can be discussed with your allocated consultant at that time.
Changes: Date and/or route changes incur the airline change fee per the fare rules, an agent change fee of $99 per ticket, plus any additional taxes and fuel surcharges applicable for the change. All changes are subject to seat availability. If the same price is unavailable and the fare has increased since the time of ticketing, the gap to the best fare available must be paid. Voluntary changes made after hours attract a call out fee of $110 per person in addition to the above costs.
Cancellation Fees & Refunds: Cancelled bookings will incur charges, including the airline cancellation fee per the fare rules plus an agency cancellation fee of $400-$750 per person depending on travel class (see Professional Service Fees below). These charges can be up to 100% of the cost of the booking, regardless of whether travel has commenced.
Where we incur any liability for a cancellation fee or charge for any booking which you cancel, you agree to indemnify us for the amount of that fee or charge. Refunds often take up to 3 months before we receive funds from the supplier. We are unable to provide a refund to you until we receive the funds from the relevant supplier.
Name Changes: Name changes are not permitted. It is your responsibility to ensure the booking has been made to match the name spelling on the passport. Should an error occur the booking must be cancelled, incurring the relevant cancellation charges which may be up to 100% of the cost of the booking and any refund may take up to 3 months to be processed by the airlines.
Summary
Agency
Fees and Commissions
Liability of Agency and Limitations of Liability
Liability of the Provider
Booking Terms
Payment Terms
Refunds and Credits
No Show
Cancellation and Amendments
Cancellations and amendments for online low cost carrier bookings only
Cancellations and amendments for hotel bookings only
COVID-19 (Coronavirus): You are choosing to travel at a time where you may be exposed to the Coronavirus. It is your responsibility to ensure you have read and understand all relevant travel information including health.
Force Majeure
Low Cost Flights
Additional Airline Charges
Hotel/Accommodation Bookings
Changes in Price and Itineraries
Your Obligations and Warranties
Jurisdiction and Law
"We" and "us" means Complex Travel Group Pty Ltd trading as YPremium.
"You" or "your" means any user of our Website or any person who acquires the Booking & Advisory Services, including any person who acquires a Travel Product (whether or not the Booking & Advisory Services were acquired by another person).
"Booking & Advisory Services" means services provided by us to you in assisting you to acquire a Travel Product from a Provider and includes advisory and consulting services.
"Force Majeure” means, but not limited to: acts of God, accident, riot, war, terrorist act, epidemic, pandemic, quarantine, outbreaks of infectious disease or any other public health crisis, civil commotion, breakdown of communication facilities, natural catastrophes, adverse weather conditions, governmental acts or omissions, changes in laws or regulations, national strikes, fire, explosion and generalised lack of availability of raw materials or energy.
“Travel Provider” or "Provider" or "Providers" means the company or person who provides you with the Travel Product on terms and conditions agreed with you.
"Travel Product" means the service or product provided by a Provider, for example, an airline or a hotel.
"Website" means our website www.ypremium.com.au and any sub domains of such.
Service Fees:
$16.50 Domestic^ airfare fee per person per one-way flight
$55.00 Trans-Tasman^ airfare fee per person (one-way or return)
$110.00 Domestic/Trans-Tasman business class airfare fee per person (one-way or return)
$110.00 Per Person After Hours Fee
^Domestic and Trans-Tasman bookings are accepted on a discretionary basis.
Reservation Deposit:
For all bookings a deposit payment of $220.00 per person is due at time of booking. This deposit is non-refundable. The balance of your booking fee is due by the date specified with your costings. Making one full payment will constitute payment of both the deposit value and balance payment, with the deposit value remaining non-refundable.
Amendment Fees:
Changes to bookings will incur a fee of $99 per passenger per booking in addition to Provider and credit card fees.
Cancellation Fees - Domestic/Trans-Tasman Airfares:
Domestic/Trans-Tasman Airfares are non-refundable unless specific otherwise (e.g. flexible fare purchased). Service fees are non-refundable if flexible fares are purchased.
Cancellation Fees:
Economy & Premium Economy Fares: a cancellation fee of $400 per person* applies in addition to Provider and credit card fees.
Business Class Fares: a cancellation fee of $500 per person* applies in addition to Provider and credit card fees.
First Class Fares: a cancellation fee of $750 per person* applies in addition to Provider and credit card fees.
*In the event of a published airline cancellation fee waiver, agency cancellation fee will be reduced to the non-refundable deposit value of $220 per person.
Cancellation Fees - Hotels, Tours, Cruises, Car Hire & Transfers:
Cancellations will incur an agency cancellation fee of 10% of the booking value, or the minimum deposit value, whichever is greater. This fee is per booking in addition to Provider and credit card fees.
Credit & Debit Card Fees (non-refundable):
Visa - an additional 1.29% applies
Mastercard - an additional 1.29% applies
American Express - an additional 1.8% applies
International Cards - an additional 3.3% fee applies, international cards are only accepted via prior arrangement and a copy of the front and back of the card may be required.
(All fees include GST, where applicable).
Complex Travel Group Pty Ltd collects your personal information to enable us to respond to your queries and provide you with the Booking & Advisory Services, including assisting in arrangements with Providers (such as hotels and flights).
We will also use your personal information to personalise the service we provide you, including your experience on our, and other, websites, and to provide you with information about our, and our partners’, business, products and services. Your personal information may be shared between entities within Complex Travel Group and disclosed to suppliers, Providers, our cloud infrastructure, our contractors and also to others where authorised or required by law. Some of these entities may be located overseas, including in the countries noted in our privacy policy.
For further information about how we handle your personal information, including how you can request to access and correct your personal information or complain about a breach of your privacy, please see our privacy policy at https://www.ypremium.com.au/page/privacy-policy
By signing up for our newsletter, alerts, offers or updates, you confirm you have read and understood our privacy notice for this service and you consent to Complex Travel Group sending you marketing material, including via electronic messages.