BT Blog – The Archives


Benalla Travel | Booking Terms & Conditions
An independently-owned, award winning travel management company that offers professional advice, expertise and highly personalised service for savvy leisure and corporate travellers. Based in Benalla, North East Victoria.
Benalla, travel, agent, Frank, Fiona, Stephens, Rose, City, holiday, food, touring, TripCase, Essentials, Magazine, global, destinations
page-template-default,page,page-id-120,ajax_fade,page_not_loaded,,wpb-js-composer js-comp-ver-6.7.0,vc_responsive

Booking Terms & Conditions


Thank you for visiting This site is owned and operated by Rose City Travel Pty. Ltd. trading as Benalla Travel ABN 83 051 263 828 Licence No. 31527. BENALLA TRAVEL is an independently owned travel management business, operated by Frank Stephens and Fiona Stephens . BENALLA TRAVEL is a member of the International Air Transport Association (IATA), the Australian Federation of Travel Agents (AFTA) and the International Cruise Council of Australasia (ICCA).

Benalla Travel is ATAS accredited. The AFTA Travel Accreditation Scheme (ATAS) is an industry accreditation scheme that sets the benchmark of quality for the travel industry.  The ATAS Code of Conduct requires us to provide Terms and Conditions on request, to you, or any person, as soon as practicable. Where available, full details of any standard fees and charges that we may apply.  These terms and conditions will be consistent with the Code, be provided at the time of, or before you enter into a sale with us.  We will protect the confidentiality of your information (see Privacy) and provide you with information about our complaints handling policy and other dispute resolution procedures (see Feedback).

PLEASE READ ALL TERMS AND CONDITIONS CAREFULLY BEFORE MAKING YOUR BOOKING. Words defined in Legal Notices and Disclaimers have the same meaning.


When you make a booking with us legal obligations arise and your right to refund of monies charged to your credit card or paid in any other way agreed by us, are limited by our terms and policies and by the conditions of the particular supplier. You must not make any booking unless you understand and agree all our terms and policies. Once payment is made for the booking, it is deemed that you have read and understood the terms and conditions for the booking. If you have any queries please contact us before making any booking for any service.


Products and services are sold by BENALLA TRAVEL as an agent for airline and wholesale companies and other suppliers providing services, including accommodation and transportation services. BENALLA TRAVEL is not a provider of services and has no responsibility for services provided or not provided by any party. We give and make no warranty or representation regarding the standard of any service or product to be supplied and no person has authority to make any such representation or warranty on behalf of BENALLA TRAVEL. All tickets, coupons, exchange orders, vouchers and receipts are issued subject to the appropriate tariffs and terms and conditions of sale of suppliers and these terms. They are issued by us as agent only. We have no responsibility, and extend no guarantees for discontinued promotions, airfares or specific holiday products.


BENALLA TRAVEL has no liability for any act, omission or default, whether negligent or otherwise, of airlines, car rental operators, ferry companies, hoteliers, tour operators or any other supplier. We have no liability for any loss or damage occasioned by the negligence, act or omission of any supplier or other third party. We reserve the right to cancel or modify itineraries or bookings where circumstances require.

In circumstances where liability of BENALLA TRAVEL cannot be excluded, such liability is limited to the value of the purchased travel arrangements. BENALLA TRAVEL reserves the right to decline any booking for any individual on any tour or other service.


Photographs and illustrations and other promotional material are for promotion purposes only. They do not represent any benefit that will be included in any arrangements made by you.


The services sold through BENALLA TRAVEL are subject to availability and can be withdrawn without notice. Access to this site and any site normally linked to this site is not guaranteed and is subject to availability of communications links and access rights.


You have the option to complete a Personal Travel Profile when joining BENALLA TRAVEL. Please be aware that if other individuals are travelling on your booking they may require different particulars, please contact us to add further details. Please note that the Personal Travel Profile does not guarantee that the matters selected in your profile will be available to you. We will endeavour to accommodate your requests but cannot guarantee availability. If you have any queries or if any matter specified is important to you, please contact us.

Please also be aware that your profile current at the time of a booking will be used for booking details. This means that you must check that your profile is up to date before making a booking. If amendments are needed at any time, you must make the amendments before making a booking.


The privacy of individuals, including our customers and members, is of utmost importance to Benalla Travel. We view privacy as a serious matter and we strictly adhere to the National Privacy Principles and the Privacy Act 1988. This Privacy Policy Statement sets out our policies on how we manage personal information across our business.

The types of personal information that we collect from you will depend on the circumstances of collection and on the type of service you request from us. For reservations we would generally collect your name, address, telephone numbers and other contact details.  We do not collect sensitive information.  Generally, we collect, update and use personal information about you to carry on our business and to provide a range of products and services.

Generally, we collect personal information directly from you in the course of providing a product or service or when you have other dealings with us. We may collect and update that information over the phone, over the Internet, in person or when you write to us. We may also collect personal information through third parties such as our alliance and business partners. We may also collect that information when you participate in our marketing campaigns, competitions or surveys, in response to our advertising or direct mail.

We store personal information in a combination of secure computer storage facilities, paper based files and other records. We have taken a number of steps to protect the personal information we hold from misuse, loss and unauthorised access, modification or disclosure. We also take reasonable steps to destroy or permanently de-identify personal information when we no longer need it.

Because your privacy is important we will not sell, rent or trade your personal information without your consent. However, we may disclose personal information about you in the following circumstances: Where we have contracted an external organisation to provide us with support services e.g. a mailing house. Where our business partners need to provide you with information and offers about products and services. We impose strict requirements of security and confidentiality on third parties as to how they handle personal information. Outside parties are not allowed to use information about you for any purpose except to perform the services which we have asked them to provide.

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up to date. If your personal details change, please contact us so that we can continue to provide you with our products and services. We undertake to promptly acknowledge and investigate any complaints about the way we manage personal information.

If you have any questions about this policy, or if you wish to update information we hold about you or you wish to make a related complaint or to receive a copy of our current Privacy Policy Statement, please telephone us on:  03 5762 3187  or write to us: Benalla Travel, 47-49 Bridge Street, Benalla Victoria 3672


It is essential that you enter details of each traveller correctly and according to passport or other identification. Some suppliers will deny carriage if the traveller’s name varies from your booking and may cancel automatically if the traveller’s name is amended. BENALLA TRAVEL has no responsibility for any loss or damage arising from incorrect entry of traveller’s name any inability to travel as a result of carrier’s policies.


If you request BENALLA TRAVEL to arrange for the provision of products or services by a person or company which is not licensed in accordance with any applicable law, BENALLA TRAVEL accepts no liability (whether in contract, for negligence or otherwise) for any loss or damage suffered by you or any third party as a result.


The terms displayed on this website apply generally to all the products and packages sold by BENALLA TRAVEL. Some products also have special conditions applying to them. Airlines, hotels, wholesalers and other suppliers have various other terms and conditions relating to the purchase of these goods and services. Some of those terms will be displayed in the Rules applicable to a particular product, but not all. For example, suppliers often limit or exclude liability in respect of death, personal injury, delay and loss or damage to baggage, however we do not have those conditions to display. It is your responsibility to check those terms and conditions before making a booking through BENALLA TRAVEL


There are numerous rules and regulations affecting most advance purchase and other discounted air fares, which involve substantial cancellation or amendment fees, and in some instances there are no refunds whatsoever on cancelled holidays and or air tickets should you need to amend or cancel your travel plans. If you have any queries regarding these fees please do not hesitate to contact our office. You must read the Rules and check the conditions applicable to every airfare and ensure that you accept those Rules and conditions before you make a booking. If the Rules and conditions are not displayed you should contact our office. Once you confirm a booking and make payment you are bound by the Rules and conditions applicable to the relevant supplier.


For International and domestic departures e tickets will be issued upon payment and completion of the booking process.


In the event of material alterations by a supplier to a proposed tour booked by you, you may be given the option of cancelling the tour without penalty but this is not guaranteed. The right to cancel is subject to the conditions of the supplier. Your acceptance of any tickets, coupons, exchange orders, vouchers and receipts will be deemed acceptance of the above conditions and of any alterations made to your tour.


Please note if you are a frequent flyer member you should retain your air ticket and boarding pass as BENALLA TRAVEL  cannot be held responsible for obtaining copies of your air ticket at any future date.


The timings shown on your ticket are subject to reconfirmation on both OUTBOUND and INBOUND journeys. Please contact the applicable Airline at least 72 hours before departure. BENALLA TRAVEL does not accept responsibility for amended flight timings or numbers.


It is very important that you read the following information carefully and contact us if you require any assistance in any area.


All airlines require the production of Photo ID when checking in with an e-ticket. Your ID must match with the name of the passenger on the ticket.


All individuals departing from Australia must be in possession of a valid passport. If your passport is due to expire within six months of your return arrival back in Australia then under normal circumstances you should obtain a new passport. Should you be travelling on anything other than an Australian Passport then it is your responsibility to bring this to our attention as you may require a visa or permit to re-enter Australia.


Certain countries require a Visa for entry prior to arrival. Please ensure you are fully informed of the requirements before you make a reservation as visas can take some time to obtain.

Vaccinations are strongly recommended for certain destinations. Please contact your local doctor who will advise you of these requirements. Please note that vaccinations may be recommended some period in advance of travelling.


Neither Party will be liable for any failure or delay in performing an obligation under this Agreement that is due to any of the following causes, to the extent beyond its reasonable control: acts of God, accident, riots, war, terrorist act, epidemic, pandemic, quarantine, outbreaks of infectious disease or any other public health crisis, civil commotion, breakdown of communication facilities, natural catastrophes, governmental acts or omissions, changes in laws or regulations, national strikes, fire, explosion, generalized lack of availability of raw materials or energy. For the avoidance of doubt, Force Majeure shall not include (a) financial distress nor the inability of either party to make a profit or avoid a financial loss, (b) changes in market prices or conditions, or (c) a party’s financial inability to perform its obligations hereunder.


We strongly recommend that all clients take out travel comprehensive insurance when making a booking. We recommend that insurance covers loss of deposit and other monies through cancellation, loss or damage to personal baggage and loss of money, medical expenses, additional expenses to cover hotel accommodation and repatriation costs to Australia should any services need to be extended or curtailed due to illness or other insurable risk. Please note that restrictions on the time to effect insurance apply to some services such as airfares. Please contact us to arrange travel insurance before making payment for a service.


We reserve the right to vary published rates in the event of changes in exchange rates or price rises made by wholesalers or other suppliers. If the cost of any service increases due to exchange rate fluctuations, price increases, tax changes or any other reason, you must pay the increase when notified. We are not liable in any way if any increase occurs. Rates quoted are per tour, per night accommodation, per crossing ferries, per package; as appropriate to the particular product. Car rental is based on a 24 hour period commencing from the time of pick-up throughout unless otherwise specified. All prices are subject to availability and can be withdrawn or varied without notice.


Items included in the prices or rates of the products are specified in each section. Prices do not include, meals other than as stated in itineraries, any air fares unless stated, Government departure taxes, passport and visa charges, vaccination fees, airport taxes, any items of a personal nature such as telephone calls, beverages, laundry, excess baggage charges and gratuities, travel insurance or other items not specified.


Some Third Party Travel Providers may also charge additional fees for in-flight food and drink. Please check with the Third Party Travel Provider for full terms and conditions. The amount of checked baggage you are allowed depends on your class of travel/destination. Several leading carriers have now introduced additional charges for checked baggage on either a piece or weight basis. Full details of each carrier’s baggage policy and any applicable fees can be found when making your reservation by visiting the airlines website.


Prices quoted do not include goods and services tax or similar tax (“GST”). GST is payable by you in respect of any supply made to you, and in addition to the price payable. You must pay the amount of GST payable in the respect of the supply. GST is payable at the same time and in the same manner as the price or at such later time as BENALLA TRAVEL may request.


BENALLA TRAVEL professional service fees may apply. A Menu of Services is available from your BENALLA TRAVEL consultant upon request. A surcharge may apply for credit card transactions.


A low-cost carrier in short (LCC) or low-cost airline (also known as a no-frills or discount carrier/airline) is an airline that offers low fares in exchange for eliminating many traditional passenger services such as meals, entertainment etc. However in many cases these extras can be purchased onboard your flight.

The featured airlines on this page are all classed as a “Low Cost Carrier” (LCC).
If you have booked with any of these airlines and you wish to amend or cancel your booking, you must contact the airline directly on the featured phone numbers.

BENALLA TRAVEL recommends that you contact your Low Cost Carrier directly at least 72 hours prior to departure of each flight to reconfirm.

Low Cost Carriers reserve the right to charge Credit Card merchant fees additionally to the airfare and taxes displayed. Credit Card merchant fees applied by the airline directly will be charged additionally to your credit card upon confirmation of your booking.

Bookings made on Low Cost Carriers in some instances do not include a check-in baggage allowance. Check-in baggage allowances included in the fare purchased will be listed on your booking confirmation from the airline. Please contact the airline directly if you require to increase your check-in baggage limit. Baggage fees may be charged by the airline or at the airport for any additional requirements and are non-refundable once purchased.

Please note that most airlines treat name changes and route and/or itinerary alterations as ‘full cancellation’ and can incur full loss of monies charged.

All worldwide airlines charge amendment and cancellation fees. BENALLA TRAVEL will not take any responsibility for any clients who do not take out fully comprehensive insurance cover when booking to cover any eventualities.
Payments processed in foreign currency (currency other than the original card holders country of issue), may incur a currency conversion fee. Please refer to your financial institution for applicable fees.
Prices featured on the BENALLA TRAVEL search engine are in Australian dollars (AUD) based on the current daily rate of exchange, final payments and statements may differ from the amount shown due to currency conversion fluctuations.


Published rates are only available on the basis of full prepayment of all charges in Australia. We require full payment at the time of booking to secure the booking. Bookings will automatically be cancelled if payment is not received.

A binding contract will only exist between you and a supplier when payment has been made by you and we have issued you with a confirmation voucher. Payment will not be deemed to be made until received by BENALLA TRAVEL in full.

Deposits are non refundable except in our absolute discretion. If you cancel a booking after payment of a deposit, the deposit will be forfeited to BENALLA TRAVEL to reimburse our service costs of processing your booking. If you fail to make full payment by the date notified, your booking will cancel and the deposit paid will be forfeited to us.

Tickets, coupons, exchange orders, vouchers and receipts will evidence a contract but will generally be forwarded to you after you have entered into a binding agreement.

A binding contract will be made by you when you complete payment. Once you have made full payment, there is no refund or change available other than as notified under any Rules and Conditions of the supplier and our terms.


Amendments to bookings after payment is made will be charged a fee per service amendment per person in addition to any charge levied by the supplier.


Once full payment has been made, we reserve the right to charge cancellation or amendment fees of a minimum of 10% per booking to cover our administration and book- keeping expenses. This fee is in addition to any charges made by Airlines, Hotels, Tour Operators and other suppliers and is inclusive of any deposit paid by you. Please note that the conditions for some services, particular airfares, may not permit any refund. If BENALLA TRAVEL is obligated to cancel your travel arrangements for any reason, the liability of BENALLA TRAVEL will be limited to a refund of all monies paid by you less any cancellation fees and subject to supplier Rules and conditions.

If you wish to cancel or amend any booking made you need to contact us in writing. You cannot cancel or amend a booking which is confirmed or paid for other than by contacting us.

We will not provide you with a refund for the Booking & Advisory Services (including credit card fees) if the Travel Product is not used. Refunds for Travel Products are subject to the terms and conditions that you agreed with the Third Party Travel Provider. If the Third Party Travel Provider is required to provide you with a refund for the Travel Product, we will provide you with a refund subject to these terms and conditions including the application of any cancellation fees. Where refunds for unused services are allowed, a service fee may be charged by the Third Party Travel Provider against the value of the refund. Please ensure that, when requesting a refund, you enclose copies of all relevant documentation. Please note that most airlines can take 60 – 90 days to process any refund.

If you have a booking for a Travel Product, (including flights, cruise, car hire, accommodation and Holiday Packages) but you do not show up to check-in, collect the car or otherwise do not avail yourself of such Travel Product, you will not be entitled to any refund from us. However, you may be entitled to a refund of any departure tax you may have paid for your flight (excluding low cost flights).


We accept the following credit cards: Master Card, Visa Card, American Express, Diners.  Payment for package holidays is accepted by cash, cheque, direct deposit or credit card. A surcharge may apply for credit card payments on these transactions.


As a responsible travel agent Benalla Travel seeks to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services and customer service. Please download the BT Complaints & Procedures document: BT Complaints & Procedures Complete this and return to us at:


Before you proceed to book a flight or service through BENALLA TRAVEL please be aware that you enter into a legally binding contract to acquire such flight or service from the time when payment is made. After this point any cancellations will incur the cancellation fees set out above.

If you have any questions regarding our Terms please contact us on 03 57623187 Rose City Travel Pty. Ltd. trading as Benalla Travel ABN 83 051 263 828 Licence No. 31527.