Frequently Asked Questions

You will receive a Booking Confirmation email with your confirmed reservation details within 24 hours of making the booking. If you have not yet received your confirmation, re-check your Spam or Junk folder.

If you still haven’t received your Booking Confirmation, please contact our customer support team.

Booking Confirmation contains property details, the room type you selected, any inclusions with the room selected and arrival instructions. For further details about arrival instructions or airport shuttles please contact the property directly. Booking Confirmation will also include a Tax Invoice along with information relating to cancelling the reservation, use of Qantas Points and Vouchers.

Qantas Frequent Flyer members will earn 3 Qantas Points per $1 spent for stays booked at Qantas Holidays. Qantas Points are earned on the total amount excluding any amounts payable directly to the hotel or additional fees or hotel sundries charged to the room (for example room service, hotel dining, etc).

Additionally, Qantas Frequent Flyer members can earn points on their flights as they normally would.

Qantas Holidays accept the following payment methods:

• Visa (Credit and Debit)
• MasterCard (Credit and Debit)
• Amex
• Qantas Hotels Credit voucher
• Qantas Hotels (discount) voucher
• Qantas Frequent Flyer points

Qantas Travel pass is not currently accepted.

Logged in Qantas Frequent Flyer members can redeem Qantas Points when booking at qantas.com for all Qantas Holidays. The ability to use Points Plus Pay is subject to meeting the minimum requirement of 5,000 Qantas Points.

We do not charge any booking fees.

A Qantas Holidays voucher (Promotion code) is a complimentary promotional or goodwill voucher provided by Qantas Holidays. This type of voucher will have a specific expiry date and can be used on the payment page of Qantas Holidays.

If a booking paid for in whole or in part with a voucher is cancelled and you are entitled to a refund, the portion of the booking paid for using the voucher will not be refunded, either in cash or with a replacement voucher. For example if you used a $30 voucher and paid $400 using a credit card for a total booking value of $430 and you cancel the booking, you will only receive $400 back (assuming the booking was fully refundable) either as a credit voucher or refunded back to the original payment method used for the booking.

A credit voucher is provided due to a paid booking being refunded and a credit voucher being issued. Credit vouchers are valid for a period of 3 years from the date of issue. A credit voucher has more flexible terms of use than a Qantas Holidays voucher. If you cancel a booking paid for in whole or part with a credit voucher, and you are entitled to a refund, you will be issued with a replacement credit voucher for future use.

Qantas Tours bookings are managed and operated by TripADeal, a subsidiary of Qantas Group.

For any enquiries please contact the Qantas Tours Service Centre on 13 70 66.

Need to check cancellation terms for your tour? Please view the Qantas Tours terms and conditions here.

If your Qantas Tour includes flights, you are unable to remove this component of the package. If you wish to request to forfeit, in full or part, any sector of your flight ticket you will be required to notify Qantas Tours in writing prior to submitting your passenger information form. No refunds are offered for flight forfeiture.

If you’d like to arrive early or stay behind after the core departure and return dates, there may be options available on the tour package which enable you to change the arrival or departure date. Simply purchase an “Arrive Early” or “Stay Behind” to adjust your time before or after the tour. This cost covers your airfare only, it doesn’t cover any additional accommodation or airport transfers that occur due to the changes made. Once purchased, you are responsible for any land arrangements before or after the tour. No compensation will be offered for forfeited inclusions.

Once you have received your travel documentation, you are responsible for monitoring your flight itinerary and departure/arrival times for your travel.

This means you will be required to check in online or over the phone directly with the airline mentioned in your travel documentation within 48 hours of departure. Airlines have the right to reschedule or cancel flights at any time. In the event of a significant schedule change within 24 hours of departure, that is greater than an hour in delay for a departing international flight, you'll need to notify the local tour guide/hotel/transfer service via the specific contact details provided in the travel documentation.

In the instance that your delayed or cancelled flight results in you arriving later than your originally scheduled arrival, travellers are required to make their own way to meet the tour. As this is beyond TripADeal’s control, an insurance claim would be required to recover any associated costs.

For any sales, service or support questions you may have, you can contact Qantas on 13 70 66.

In the event of any on-tour emergencies where your local emergency contact cannot be of assistance, please call TripADeal on +61 2 87763938, available 24/7.

All Travel Offers listed on our website are heavily discounted and available for a limited time only. As such, orders are typically non-refundable and cannot be used in conjunction with any other offer or promotion, or be redeemed for cash. All orders are considered non-transferrable or changeable without cost once the Passenger Information Form has been submitted. Specific policies related to your package can be found within the offer’s ‘Important Information’ section.

All proposed cancellations must be communicated to TripADeal as soon as they become known, and must be validated and authorised by TripADeal via our specific cancellation notification process.

Please contact TripADeal for further information related to cancellations, and/or refer to our Cancellation and Refund Policy to view the circumstances that do and do not qualify for a refund.

Qantas Tours are operated by TripADeal. Many travel offers have minimum numbers required for the tour to depart. In the unlikely event where minimum numbers are not met, TripADeal reserves the right to cancel any or all affected orders. Alternatively, TripADeal may provide affected orders with the option to transfer to another travel offer or departure date.

Additionally, TripADeal reserves the right to determine the continuance of a travel offer on the scheduled departure date if the published minimum number criteria is not met and is not obliged to cancel, refund or compensate with respect to affected orders.

TripADeal reserves the right to determine the notification period with respect to communicating the minimum number order amendments to the customer.

Prior to order placement, it is your responsibility to be aware of the safety, local conditions, and issues that may exist/arise at your travel destination(s). You are responsible for complying with all local laws, regulations and customs in all countries and locations to which you travel, which in some cases can be very different to those at home. We recommend that you review the following websites for current advice:

Australia: Department of Foreign Affairs and Trade Smartraveller service - www.smartraveller.gov.au

Twin share is a standard travel industry term used to describe two people sharing one room. The majority of hotel, cruise and accommodation providers base their room charge on bedding capacity that caters for up to two people. As such, the full cost is divided between those two people.

Most of our travel offers are priced as per person twin share. This means a solo traveller surcharge is often required to make up the difference on the outstanding ‘two person’ room cost. Any solo traveller surcharge on our travel offers is clearly listed in its ‘Important Information’ section.

For privacy reasons, we do not offer a room pairing service.

Some travel offers may include the option to request or purchase additional land activities, optional day tours/tour extensions and/or internal domestic transport upgrade options.

These options will be clearly listed in the ‘Important Information’ section of the offer page along with instructions on how to purchase (whether at order placement or directly with the tour guide or tour leader once on the ground in the destination country).

Some tours and/or activities may be subject to minimum numbers or weather constraints. In such instances where these tours cannot go ahead and you have paid, you’ll receive a full refund.

Airport and hotel transfers, if included within a particular travel offer, are listed in the ‘Inclusions’ section of the specific travel deal. This is often dependent on airline scheduling and airport ground transport requirements. Transfer transportation is typically a smaller coach or vehicle and in some cases, airport and hotel arrival and departure transfers will combine multiple travel groups.

Transfers are typically not included where an Arrive Early/Stay Behind has been added to the order. The arrangement and cost of any transfer in these instances becomes the responsibility of the relevant passenger(s).

Aside from free time as listed on the itinerary, all persons on the order are required to remain with the tour for its full duration unless previously arranged and approved by TripADeal. Should it become necessary for any person on the order to leave the tour without prior approval for any reason, TripADeal or the local tour operator must be notified immediately.

If a traveller is found to have broken away from the tour the remaining components of their tour will be cancelled and are non-refundable.

Some travel offers may include a tour guide or a tour leader. Tour guides and tour leaders are not a standard inclusion on all travel offers and are only made available when particularly required to enhance the experience of the destination featured.

A tour guide is often a local with intimate knowledge of an area, its culture, and history. Their role entails providing commentary, routing the tour, and seeing that people have a good time. They are a licensed, qualified expert who supplies specific information on history, art, architecture and culture of the city/village/attraction in which they are guiding the tour. The tour guide meets the group at the required place and leaves the group at the end of the tour, they do not travel with the group.

A tour leader is an experienced person tasked with ensuring the smooth operation of tours, as well as providing practical support to passengers throughout the whole trip. Their role primarily includes assisting with accommodation, transportation between locations, and communication with tour guides in each stop. A tour leader may provide general guidance around a city or village, and offer information on the place visited on the bus. However, they are not required nor responsible to have specific knowledge on art, architecture, or history and are not allowed to provide a guided tour or commentary of a city/village/attraction once there.

In the unlikely event of an emergency on tour, your first point of contact should always be the local emergency services and/or your local tour guide or ground operator. The contact for your local tour guide or ground operator will be provided in your travel documentation.

Flight Related Emergency: you should contact the airline directly and/or approach the airline counter at the airport to resolve your issue.

After Hours Emergency: If your issue can not be resolved through your local tour guide or ground operator/airline - you can contact TripADeal through the After Hours Emergency service. Please note, this emergency service is for genuine on-tour emergencies only, and charges may apply for misuse.

Within Australia Phone: 135 777 and follow the prompts to speak to our Emergency contact team.

Within New Zealand Phone: 0800 555 260 and follow the prompts to speak to our Emergency contact team.

International Calling: +61 2 87763938

You can browse our available offers by clicking on the Tour listed on the website, or use the search field to find a specific destination.

All information related to our offers can be found on the individual deal pages. The ‘Important Information’ section is where you will find details such as departure dates, airlines used, accommodation used, bedding configuration, child policies, fitness requirements, exclusions etc. We recommend reading all of this information prior to placing an order. After purchase, you’ll receive a PDF outlining all of the deal information — including itineraries and inclusions — where relevant.

Arrive Early/Stay Behind destination options are specific to each travel offer. The Arrive Early location is the arrival destination for the first part of the tour, and the Stay Behind is the final destination of the tour. When available, these options will be clearly listed in the ‘Important Information’ section of a travel offer.

Associated fees to Arrive Early/Stay Behind cover flight schedule changes only and do not include additional nights accommodation, meals or airport transfers. Airport transfers listed as an inclusion on the travel offer are voided with the selection of an Arrive Early/Stay Behind, as your arrival will be outside the scheduled collection of the remainder of the core tour group. As such, you will need to arrange your own transfers at your cost.

Many of our international travel offers provide both pre and post tour stopover packages as an additional option available at check-out. All information relevant to the stopover package will be listed in the ‘Important Information’ section on the deal home page.

TripADeal is the operating party for your tour and reserves the right to determine the hotel used for the stop-over package. The accommodation booking details will be provided in the travel documentation. Due to scheduling used by some airlines, stop-over flights may arrive into a city very early in the morning and/or may depart very late at night. Please note that standard hotel check-in is after 2:00 pm and check out at 11:00 am and any early or late check-in requirements will be the responsibility of and at the cost to the traveller and subject to availability, directly arranged with the accommodation provider.

If both a pre and post tour stopover are chosen, the stopover location must be the same each way due to the fact that the same airline and its stopover hub is used on both outbound and inbound journeys.

An order will not be finalised until the Passenger Information Form is returned for all persons intending to travel in the party as specified. The Passenger Information Form is to be completed within 72 hours of placing your booking.

As the operating partner for your tour, TripADeal reserves the right to cancel all or part of any order(s) in the instance where the Passenger Information Form (or new passport details) is not returned within the 72 hour period and will not be liable for any expenses, fines, penalties, costs, liabilities, damages or losses incurred as a result of failure to comply with the order placement requirements listed on the travel offer or order completion instructions listed on your order confirmation. Where an order is cancelled due to noncompliance with the Passenger Information Form (or new passport details) submission deadline, TripADeal reserves the right to cancel the booking and a credit voucher will be issued as per the Cancellation terms and conditions.

As the operating party for your tour, TripADeal will begin ticketing and the booking process for all passengers upon receipt of the completed Passenger Information Form. At this time, all order components are considered final. This means that in the event where a change request is made after submission of the Passenger Information Form (including but not limited to flight customisations, arrive early/stay behinds, stop-over packages, flight class upgrades, cruise cabin upgrade options, accommodation upgrades, bedding configuration, or any request to correct information), any request (other than permissible post-purchase payments specified in the ‘Important Information’ section on the deal home page) will be subject to availability and may incur change administration fees including but not limited to flight ticket change reissue fees, cabin and/or accommodation booking reissue fees.

In some instances, absolutely no changes (even at a cost) are permissible once the Passenger Information Form has been returned - these instances will be clearly listed in the ‘Important Information’ section on the deal home page.

If you have made a booking, you should have now received a Booking Summary email. This will highlight all the details of your purchase and ‘What Happens Next’ Information. The next step is to make sure you have followed the booking instructions outlined here. Now, the next time you’ll hear from your operating partner TripADeal is when we email your travel documentation.

If you have any questions about your holiday, at any stage we are here to help. Visit our website contact us page here.

You’ll receive your travel documentation from TripADeal approximately 4-6 weeks from your core departure date. Some European countries will not supply final documentation until 2 weeks prior to departure for confirmed hotels. However, we will still send your flights to you in the 4-6 weeks timeframe.

The travel documentation contains important information such as the confirmed accommodation and flight itineraries often required to apply for visas required of the travel destination. It is your responsibility to check all of your travel documentation including but not limited to flight tickets, visas, and insurance immediately upon receipt — and advise us as soon as possible of any errors or changes required.

TripADeal strongly advises that passengers do not apply for Visas until receipt of travel documentation. Our timeframes for travel documentation emails to be sent allows for ample time for Visa application and processing.

Important: If an order is purchased within 8 weeks of travel, your travel documentation will be sent to you within 2-4 weeks of departure.

Once you’ve received your travel documentation, you’re responsible for monitoring your flight itinerary and departure/arrival times yourself and for all others in your travel party.

This means you will be required to check online or over the phone directly with your Airline within 48 hours of departure for any changes to your flight schedule. Airlines have the right to reschedule or cancel flights at any time, and any such schedule changes are beyond our control. In the event of a significant schedule change within 24 hours of departure, that’s greater than an hour in delay for a departing international flight, you’ll need to notify the local tour guide/hotel/transfer service via the specific contact details provided in the travel documentation.

In the instance that your delayed or cancelled flight results in you arriving later than your originally scheduled arrival, travellers are required to make their own way to meet the tour. As this is beyond TripADeal’s control, an insurance claim would be required to recover any associated costs.