Read terms and conditions (T&Cs) and airline conditions of carriage carefully before booking and paying. T&Cs should always be made available at the time of booking and should include information about cancellations, refunds and changes in plans. Your airline’s fare rules and conditions of carriage do not replace any rights you have under Australian Consumer Law and other applicable law.
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Quick tips
- Always read your airline's Conditions of Carriage, especially inclusions, baggage allowances, cancellation and rebooking terms.
- Stop and consider before booking a very cheap deal that is going fast! It may come with extra costs later.
- Visit smartraveller.gov.au to check travel advice for the countries you’re visiting.
- Check entry requirements and passport validity. Aim for at least 6 months beyond your return date.
- Buy travel insurance as soon as you pay for your trip.
Plan your booking carefully so you understand fare rules, inclusions and who is responsible if your travel plans change. Always book through official, reputable airlines, travel agents or travel sites. For useful links to airline and airport terms and conditions, see the interim ACOS website on Airline and Airport information.
Before you buy
- Fare class and flexibility. Not all tickets are created equal. Airlines may sell different fare products or bundles with different inclusions, change conditions and fees. ‘Saver’ or ‘Light’ fares often carry strict no-refund policies and may include limited care and support, such as food and accommodation during significant delays. Flexible fares may cost more yet allow more capacity to change your booking and avoid or reduce additional fees.
- Inclusions. Budget carriers frequently charge extra for services like checked baggage, seat selection, meals and in-flight entertainment.
- Baggage allowances. Restrictions on size, weight and pieces of hand luggage or checked baggage can differ significantly between airlines. Pre-purchase extra baggage online, as the fees you’ll be charged at the airport are higher. If you’re on multi-flight trip with different airlines then note different baggage allowances may apply even if you’ve paid extra. Check carefully to avoid problems.
- Requirements relating to infants, minors and young children. Review seating, baggage allowances and ID requirements. See the Children and travel section for more information.
- Minimum connection time (MCT). MCT is the shortest amount of time needed for you and your luggage to switch from one flight to another, and can differ between airports, airlines and international or domestic connections. Reduce the risk of missing a connection by allowing more than the MCT between flights. The MCT does not protect you if you buy multiple flights separately, instead of part of a single booking from your origin to your final destination. With separate bookings, you may need to self-transfer at the connecting airport, which may involve collecting your bags, clearing customs, checking in and passing through airport security, increasing the risk of a missed onward flight. If in doubt, check with your airline, travel agent or booking platform before booking.
- Total price. Under Australian Consumer Law, the advertised price must be the total price you pay, inclusive of mandatory taxes and charges. Any charges for optional extras, such as excess baggage allowance or seat selection, should be made clear at the time of booking.
- Your details are correct before you pay. Ensure names on your booking match your ID exactly, including full name, spelling or any hyphens. Also check that your contact information is correct. Verify dates, times, routes and airports. When you’re crossing over time zones, double check your arrival and departure times are correct.. Some airlines or agents offer a short grace period for corrections or cancellations, but this not guaranteed by all travel providers. Contact your airline or travel agent as soon as you notice an error.
- Seating: If where you sit matters, consider pre-selecting your seat. Fees may apply depending on the ticket purchased.
- Exit rows offer legroom but come with responsibilities, including a safety briefing by airline staff when on board to help in an emergency. The Civil Aviation Authority of Australia (CASA) has guidelines for exit row eligibility, and your airline may have additional criteria.
- Personal Comfort: If you require more room, discuss your options with your airline or travel agent. Some airlines offer ‘neighbour-free seating’ for an additional cost. Seating in another cabin class may provide you with sufficient room.
- Dietary requirements: If you have any dietary requirements during your flight, some airlines accept special meal requests, which are best made at the time of booking or at least 48 hours prior to travel. While some airlines will make every effort to accommodate your dietary needs, meal options may sometimes be limited. Check with your airline for specific requirements.
Codeshares
To connect passengers across networks, many airlines enter arrangements with each other known as interline or codeshare partnerships. These agreements enable the marketing carrier to sell seats on partner airlines, who in turn are referred to as the operating carrier.
In practice, this means that even though you buy a ticket from an airline’s website, you may not be travelling on that airline.
It can be useful to know when this occurs as, when travelling on a codeshare ticket, the operating airline is generally responsible for operational matters that may occur at the airport and during your journey such as check-in, onboard and during disruptions, while ticketing matters such as itinerary changes that occur before you travel or refunds you request may need to be handled by the airline or agent that issued the ticket.
Please note, it can be difficult to determine in advance if your flight will be operated by another airline, especially as the IATA Code (the two letters at the beginning of a flight number) of the marketing carrier may appear instead of the operating carrier. When booking, look out for the words ‘operated by’ and if in doubt, search the flight number on the web or contact your airline for clarification.
If you are travelling on an airline other than the one that sold you your ticket, check if the terms and conditions of the marketing carrier or the operating carrier are applicable, as baggage allowances, check-in procedures and other rules may differ materially.
Travel agents
Always check the terms and conditions of your travel agent or other intermediary if you’re booking through one. Always ask your agent to put your contact details into the ticketing system, so that you can receive operational updates directly.
Travel agents can be helpful, particularly for complex trips, and they may come with their own fees, terms and conditions. It’s important to understand their role in your booking and what that can mean if something goes wrong.
Travel agents can offer convenience, services and support. Booking through an agent means there is an additional party involved in managing your booking. Understanding this relationship helps you make informed choices and know what to expect if your travel plans change.
The Australian Travel Industry Association (ATIA) maintains a list of accredited travel agencies and tour operators on the ATIA Travel Tick website. Agents and operators who hold ATIA accreditation are required to conduct business in compliance with Australian Consumer Law and in accordance with their Accreditation Scheme Charter and Code of Conduct.
Travel agents act as intermediaries. When you book through a travel agent, including online travel agents, your ticket is usually purchased through the agent rather than directly from the airline. This can mean:
- Changes and refunds are generally handled by the agent. Refunds may take longer, for example if the agent has to wait for the airline to process or authorise the refund. If you’re waiting for a refund, you’ll usually need to contact your agent rather than your airline for an update. Fees may apply to changes or refunds depending on the airline’s and agent’s applicable terms and conditions.
- Communication may be managed through your agent rather than directly with you. Important updates about your travel may be received through your agent, rather than you receiving them directly from the airline, depending on the issue and the timing of your travel. Some agents help by liaising with the airline and managing changes or disruptions on behalf of consumers. In some cases, booking through an agent may add complexity, particularly if the agent cannot or does not pass on airline information to you in a timely manner. An airline may refer you to your agent if you need assistance with some booking matters including during disruptions, so it’s important to understand how you can contact your agent, including outside normal business hours. During delays or cancellations, particularly close to departure or while travelling, the airline may need to communicate with you directly. This is why it’s important to ask your agent to put your contact details into the ticketing system so you can receive operational updates directly.
- Travel agents are separate businesses. Not all agents operate the same way.
- Fees and terms and conditions can vary. Agents may charge service fees for booking, changing or cancelling travel, and may have different terms and conditions. These are set by the agent and are separate from any airline fees, fare conditions or terms. If your flight is cancelled, check what assistance your agent will provide, including with rebooking. For example, the Interim Aviation Ombuds Scheme has received complaints that some budget agents have not rebooked passengers when a cancellation occurred, but simply refunded the ticket, leaving consumers exposed to higher prices when they needed a new booking close to their departure date.
- Standards and services can vary. Agents based in Australia can join recognised accreditation or industry systems that provide additional standards and complaint-handling processes. Other agents, particularly those online, may be based overseas, have limited local customer support and could be difficult to contact. In some circumstances, internationally based agencies typically offering significantly lower fares may not have a contractual relationship with an airline, and it may be difficult to enforce your rights under Australian Consumer Law or resolve disputes through domestic complaint handling bodies.
- Support during disruptions can vary depending on how you book. Airlines are generally responsible for managing rebookings or reroutings directly with passengers when a flight is affected by operational disruptions. If you book directly with an airline, you can deal directly with them on your booking including if you have any specific needs or requirements during disruptions mid-journey. If you book through a travel agent, the agent may liaise with the airline on your behalf, assist with changes and consider alternative travel options and carriers where available. If you book through an agent, you can ensure you receive timely information and support by:
- requesting your agent puts your contact details into the ticketing system so you can receive airline operational updates directly, and
- asking how you can contact them out of hours for help during disruptions.