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.
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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 Department of Infrastructure’s website on Airline and Airport information.
Before you buy
- Fare class and flexibility. Not all tickets are created equal. ‘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. If in doubt, check with your airline, travel agent or booking platform.
- 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. Errors caught within 24 hours might be fixed for free - contact the airline or agent as soon as possible to explore your options and avoid challenges.
- 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 the cabin crew 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, special meal requests are best made at the time of booking or at least 48 hours prior to travel. While airlines will make every effort to accommodate your dietary needs, meal options may sometimes be limited. Check with your airline for specific requirements.
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. If you are travelling on an airline other than the one that sold you your ticket, pay attention to whether 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
Travel agents can be helpful, particularly for complex trips, and they 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, yet they also add an extra layer between you and the airline. 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 handled by the agent. Refunds may take longer as they are usually issued through the agent. Airlines can’t assist if you are waiting for the agent to provide the refund, or if the agent deducts fees from the refund amount.
- Communication can be more complex. Important updates about your travel may be received through your agent, rather than receiving them directly from the airline. This could mean that you may have a delay in receiving information or not receive the most up to date details, which is a common problem. An airline may refer you to your agent if you need assistance with changes or have questions about your journey. This can complicate matters, particularly during delays or cancellations and if your agent is in a different time zone and you can’t contact them.
- 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 fees and terms are set by the agent, not the airline, and can be significant for changes or refunds. Some budget agents may not rebook you when a cancellation occurs but simply refund your ticket, leaving you exposed to higher prices if you need a new booking close to a flight date.
- Standards and services can vary. Agents based in Australia can join recognised accreditation or industry systems. Other agents, particularly those online, may be based overseas, have limited local customer support, could be difficult to contact and have no contractual relationship with airlines. If an agent is based overseas, it may be difficult to enforce your rights under Australian Consumer Law or resolve disputes through domestic complaint handling bodies.
Booking directly with an airline can be simpler during disruptions. Many travellers choose to book directly with airlines because it can make it easier to receive timely information and deal directly with the airline’s support team. If you prefer an agent, you can help avoid some challenges by:
- requesting your agent puts your contact details into the ticketing system so you can receive information updates directly, and
- asking how you can contact them out of hours for help during disruptions.