Advice before you book

Booking a holiday is exciting, but it’s important not to let your excitement get in the way of understanding what you’re paying for. Follow our tips to plan your upcoming holiday and get the most out of your trip.

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For travellers

Follow our guide below for tips on planning your next getaway and knowing your rights while holidaying. 

Booking travel and accommodation checklist

Travel and accommodation are some of the biggest purchases you make for a holiday. It’s important to be smart about what you’re booking and to know your rights if something goes wrong. 

Before you book, follow our handy checklist below:

1

Shop around

Shop around to compare prices, read reviews and talk to other travellers. There are many websites that allow you to compare travel and accommodation options online. Doing this research upfront could help you find a great deal or avoid a bad experience.

2

Check the licence

Check the licence of any business you are dealing with to avoid dishonest deals.

3

Know the rules

Know the rules about staying in short-term rental accommodation.

4

Plan your payments

Plan your payments by checking when they are due. Some operators may allow you to pay in installments or closer to the date you leave, when there’s more certainty about the trip going ahead.

5

Check the terms and conditions

Check the terms and conditions of any agreement or contract, so you know what your rights are if things go wrong. This includes information about cancellations and refunds. 

Terms and conditions are often included in the fine print when you book a product or service, or on a page on the business’s website. If you book through a travel agent or a third-party booking service (such as an accommodation comparison website), the terms and conditions of both the third-party and the provider apply, so you will need to check both.

It’s also important to double-check claims like “risk-free” or “100% refund guarantee” in the terms and conditions. Sometimes a business may misrepresent your right to a refund.

6

Double-check your travel details

In the excitement of planning an adventure, people can accidentally book the wrong day, or even year. 

If you’re worried about cancellations, it may be a good idea to limit the number of destinations or travel services you use.

Some businesses won’t refund you because you make a mistake or change your mind. Find out more about what your rights are if things go wrong.

Using a travel agent?

If you’re using a travel agent to book some or all of your holiday, make sure you check their credentials. For example:

  • Are they a member of a recognised industry association?
  • Do they have any industry qualifications or training?
  • Are they insured if they go out of business before you take your holiday?

In Australia, travel agents do not need a license, but many are part of associations and have industry qualifications or training.

Travel insurance

If something unexpected happens during your trip, travel insurance can help to cover loss, damage or cancellation fees. Some of the things travel insurance covers are medical expenses, personal liability (for example, you cause damage to someone else’s property), loss of your baggage or travel documents.

Some countries need proof of travel insurance before they will allow you to enter. There are many websites that allow you to compare and purchase travel insurance online.

Find out more about buying insurance.

Making a complaint 

When making a complaint, you should include:

  • details of the issues you are experiencing
  • copies of any correspondence that shows how you have tried to resolve the matter.

How Fair Trading will handle your complaint

Your complaint will be reviewed to determine the most appropriate resolution. This may include:

  • providing you with information to help resolve your complaint
  • recording the complaint issues to assist in future compliance programs, or
  • contacting the other party to try and resolve the dispute.

You can lodge a complaint: 

You can lodge a complaint: 

Online

If you cannot resolve your matter, submit your complaint by using our form.

Make a complaint

By mail

Post your complaint form and documentation to: 

NSW Fair Trading

PO Box 972 

Parramatta NSW 2124 

Ask a question 

If you are unable to find the information you need, you can call us between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry. 

Make an enquiry
 

Further information

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