Terms and Conditions | Express Flights

Terms and Conditions

These terms and conditions apply to bookings you make with our consultants, over phone, by email, as well as online bookings you make on our website. All prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once paid for in full by you. Please note that prices quoted are subject to change. Price changes may occur by reason of matters outside our control which increase the cost of the product or service. Such factors include adverse currency fluctuations, fuel surcharges, taxes and airfare increases. We hold the right to reject online bookings if we believe that they are not genuine or are fraudulent. Some online fares will incur a booking fee or service charge. Please contact your consultant for up to date prices.

Travel Advice

We recommend that you contact the Department of Foreign Affairs and Trade or visit their website at www.smartraveller.gov.au for general travel advice, as well as specific advice including safety alert levels relating to the destination you wish to visit. You can also register your travel plans with DFAT, so that you may be more easily contacted in an emergency.

Passports and Visas

All travelers must have a valid passport for international travel and many countries require at least six months validity from the date of return and some countries require a machine-readable passport. When assisting with an international travel booking, we will assume that all travelers on the booking have a valid Australian passport. If this is not the case, you must let us know. It is important that you ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Any fines, penalties, payments or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility (except to the extent caused by fault on our part). If you need information regarding visas, passports and other travel document requirements for your trip, please let us know or, for online bookings, contact us on 02 9042 0515. We can provide you general information on visa and passport requirements that apply to international travel bookings you make with us. If you are traveling to the United States please see https://esta.cbp.dhs.gov for important information regarding compulsory pre-registration for their visa waiver program (ESTA). Australian passport holders will not be able to enter the United States without a valid ESTA (or visa). Please note, you may not meet the eligibility requirements of ESTA and may be required to obtain a visa.

Travel Insurance

We strongly recommend that you must take appropriate travel insurance to cover your travel arrangements. Travel insurance is also strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel. We are an authorised representative of Allianz Global Assistance, Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. Our authorisation reference is, Express Flights-ZZ660. You must obtain a Financial Services Guide/Product Disclosure Statement relating to the travel insurance product you are considering purchasing and should read that document before making any decision about whether to acquire the product. We can provide you with general information about the travel insurance options available to you ask your consultant or, for online bookings, visit http://www.expressflights.com.au/insurance or contact us.


You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel and ensure that you carry all necessary vaccination documentation. In some cases, failure to present required vaccination/Medicines documentation (e.g. proof of Yellow Fever vaccination) may deny you entry into a country. We recommend that you consult with your local doctor, travel medical service or specialist vaccination clinic before commencing your travel. General health advice for the destination you wish to visit is also available from DFAT see smarttraveller.gov.au

Flights Bookings Change, Cancel and Refund Fees

Some fares are non-refundable or unchangeable and incur a 100% cancellation fee. Others are changeable and fees will apply. To change a booking please complete the online Manage booking icon at the bottom of expressflights.com.au or call 02 9042 0515 at least 48 hours prior to flight departure. No change or charge will be made to you until you confirm the change by replying to our e-mail or over phone. Please note that a card fee will be applied automatically to credit card payments, all changes including but not limited to: Flight, Date, Itinerary, Passenger name change or Cancellation, Subject to your refund and remedy rights under the Australian Consumer Law, the following change and cancellation fees apply to all bookings including online bookings and over telephone bookings made with a consultant. Credit card processing fees and commissions we receive from suppliers are non- refundable. Refunds take approximately 8 to 12 weeks to process. If we incur any liability for a cancellation fee for any booking cancelled by you, you agree to indemnify us for the amount of that fee or charge.
Note: these terms and conditions are general not apply to any special or express deals.

Book to Domestic Flight, Bookings will incur a fee of $15 per passenger per booking in addition to supplier fees.

Book to International Flight, Bookings are free no booking fees, only in addition to supplier fees. (if applicable).

Changes to Domestic Flight, Bookings will incur a fee of $50 per passenger per booking in addition to supplier fees.

Cancellations to Domestic Flight, Bookings will incur a fee of $50 per passenger per booking in addition to supplier fees.

Changes to International Flight, Change is free no change fees, only in addition to supplier fees. (if applicable).

Cancellations to International Flight, Cancellation will incur a fee of $75 per passenger per booking in addition to supplier/airline fees. (If applicable).

Change of name in any domestic/international flights, Booking will incur a fee of $75 per passenger per booking in addition to supplier/airline fees. (If applicable).

Cancellations of International flight by the airline due to COVID-19, Border closure, Border restrictions, Refund will still incur a fee of $75 per passenger per booking in addition to supplier/airline fees. (If applicable).

If you wish to change or cancel flights booked online and paid for using PayPal, American Express, Credit/Debit Cards you must contact our Online Customer Support Centre on 02 9042 0515


If you have any queries regarding accommodation with which you have been provided, you should bring this to the attention of the hotel or hostel management immediately on arrival at the hotel or hostel. Express Flights cannot seek remedy for any issues if you have not first brought them to the attention of the hotel/hostel management.

Accommodation Cancellation and Changes

All accommodation bookings are subject to a 50% cancellation fee however individual hotels may have different terms which we will make you aware of at the time of making your booking. All changes to accommodation bookings are subject to a $50 change fee plus any applicable supplier fees.

Bank Transfer Payments

Only accepted for flights booked at least seven days from booking date on most major international carriers e.g. Qantas, Air New Zealand and hundreds of other IATA airlines. The booking will be placed on a hold until payment is received or the ticket deadline is reached. We will not issue the ticket until we receive cleared funds into our account. Banks have different clearing time for internet banking transfers, ranging from a few minutes up to 48 Hours and possibly longer on weekends. Please see the information provided on the bank you selected. On direct over the counter transfers or cash deposits this is normally instant with all banks. If we do not receive payment by the time the booking expires on the GDS (airline booking platform) the booking will automatic cancelled. You can check the status of your booking pre and post payment on www.checkmytrip.com using the PNR reference number provided. If we receive payment after the fare has expired we will attempt to rebook at the same fare and issue. If that fare is no longer available we will call or e-mail you with options. If we cannot find a suitable option that you are prepared to accept we will immediately refund your payment in full with no deductions to an account specified by you (either credit card or bank). Our liability is limited to the full amount of money received from you. In the case of non IATA or low cost carriers, these airlines do not allow fares to be held, and the same rules apply as if the booking had expired. Please deposit or transfer as soon as possible to avoid expired quotes. With direct bank deposits these are limited to teller electronic transfer or cash deposit. Cheque deposits not accepted.

Credit Card Surcharges

Credit card surcharges of 2% for Visa and Master Card, 3% for American Express and Diner’s Club will apply when paying by credit card. And payment via PayPal 2% fee will apply. You authorise us to charge all fees incurred by you in relation to the services provided to the credit card designated by you. If payment is not received from the card issuer or its agents for any reason, you agree to pay us all amounts due immediately on demand.

Supplier Change and Cancellation Fees

Cancelled bookings may also incur supplier fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Supplier fees may also apply where a booking is changed and when tickets or documents are re-issued. Where we incur any liability for a supplier cancellation fee for any booking which you change or cancel, you agree to indemnify us for the amount of that fee. Where you seek a refund for a cancelled booking for which payment has been made to the supplier, we will not provide a refund to you until we receive the funds from that supplier.

Deposit and final payment

You will be required to pay a deposit or deposits when booking. Your consultant will advise you of how much that will be. All deposits are non-refundable for changes of mind or cancellations by you (subject to your rights under the Australian Consumer Law). Final payment is required no later than one month prior to departure unless otherwise stated. Some airfares or services must be paid in full at the time of booking.

Service Guarantees

Our booking and advisory services come with a guarantee that:

  • they will be provided with due care and skill.
  • they will be reasonably fit for the specified purpose.
  • they can reasonably be expected to achieve the desired result and they will be provided within a reasonable time.

If we fail to meet any of these guarantees, you have rights under the Australian Consumer Law.


We act as an agent for, and sell various travel related products as agent on behalf of, numerous transports, accommodation and other service providers, such as flights, hotels, cars, travel insurance and packages, as well as all of our wholesalers. Any services we provide to you are collateral to that agency relationship. Our obligation to you is to (and you expressly authorise us to) make travel bookings on your behalf and to arrange relevant contracts between you and travel service providers. We exercise care in the selection of reputable service providers, but we are not ourselves a provider of travel services and have no control over, or liability for, the services provided by third parties. All bookings are made on your behalf subject to the terms and conditions, including conditions of carriage and limitations of liability, imposed by these service providers. We can provide you with copies of the relevant service provider terms and conditions on request. Your legal rights in connection with the provision of travel services are against the specific provider and, except to the extent a problem is caused by fault on our part, are not against us. Specifically, if for any reason (excluding fault on our part) any travel service provider is unable to provide the services for which you have contracted, your rights are against that provider and not against us.


To the extent permitted by law, neither Express Flights Pty Ltd nor any of its related bodies corporate, directors, employees or agents accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, force majeure or any other event which is beyond our control or which is not preventable by reasonable diligence on our part. Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation which can be claimed for death, injury, or delay to passengers and loss, damage and delay to luggage. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law). This liability clause is subject to your rights under the Australian Consumer Law and nothing in these terms and conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).

Special Requirements

Please contact our Customer Service 02 9042 0515 for online bookings, regarding any special requirements you may have for your travel arrangements such as, special meal, window seat, wheel chair and infant bassinet or you can use available icons on the bottom of our website.

Frequent Flyer

When booking with one of our consultants, please let them know your frequent flyer membership details (or other applicable loyalty program details) for inclusion in your booking. If you are booking online, please insert these details in the space provided for inclusion in your booking. Please check your frequent flyer program (or other applicable loyalty program) for the specific terms of your membership. We cannot guarantee that the supplier will credit you with points for your booking.

Travel Documents

Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider. Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable and subject to cancellation and/or amendment fees. Travel documents cannot be transferred to another person to use. All airline tickets must be issued in the name of the passport/photo identity holder. An incorrect name on a booking may result in an inability to use that booking and the booking being cancelled. Please review your travel documentation carefully and advise us immediately of any errors in names, dates or timings. If you have booked with a consultant, it is your responsibility to collect all travel documents from us prior to travel. As a general rule your travel documents will be available for collection 2 weeks prior to departure, however this will depend on your individual arrangements. Please contact your consultant to confirm when your travel documents are ready for collection. If you have booked online, you should print out and retain your travel documents as provided to you by the website (or in a follow up email we send you).

Schedule Changes

We recommend that you contact us or airline to confirm your scheduled departure time 24 hours prior to your flight.

Privacy Policy

We are committed to protecting your personal information and agree to handle your personal information in accordance with our Privacy Policy, which is available online at http://www.expressflights.com.au/privacy-policy By providing personal information to us, you agree that our Privacy Policy will apply to how we handle your personal information and you consent to us collecting, using and disclosing your personal information as detailed in our Privacy Policy. In particular, you agree that in certain circumstances (such as where you request us to book international travel for you), we are permitted to disclose your personal information to overseas recipients. Such recipients may include the overseas travel service providers (e.g. airlines, accommodation or tour providers) with whom you make a booking. These travel service providers will in most cases receive your personal information in the country in which they will provide the services to you or in which their business is based. We may also disclose your personal information to our overseas related entities and to service providers who perform services for us within and outside of Australia. Generally, we will only disclose your personal information to these persons in connection with facilitation of your travel booking and/or to enable the performance of administrative and technical services by them on our behalf. Where we disclose your personal information to any person (including all overseas recipients), you agree that we will not be required to ensure that person’s compliance with Australian privacy laws or otherwise be accountable for how they handle your personal information. When used above, “disclose” includes to transfer, share, send, or otherwise make available or accessible to another person or entity.

Monies Not Held On Trust

All monies/payments paid by you to us will be the property of Express Flights Pty Ltd and will be a debt due and payable to the travel service provider once the services to which the money relates have been provided (except for monies paid for flights with an IATA airline, which might be held on trust for that IATA airline). You agree and acknowledge that such monies will not be held by us on trust for and on behalf of you and we may hold such monies in any account as we see fit, including with our own and/or other customer monies.

Governing Law

If any dispute arises between you and us, the laws of Australia will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Australia, and waive any right that you may have to object to an action being brought in those courts.


You acknowledge that you are 18 years of age or older and that you understand and agree with the above Booking Terms and Conditions and our Privacy Policy. These terms were last updated on 26 March 2020.