Frequently Asked Questions - Terms & Conditions

Sunset Travel have tried to answer any questions that we think you may have, here in our FAQ's section. If the answer to your question is not here, please call us on (07)55361017 or send us an email to sales@sunsettravel.com.au

How do I make a booking?
The procedure is you fill out the booking form sent out with your package, you put in your check in/check out dates for your 7 night stay, then on the "Preferred Resort Section" you list a resort chosen from the "Flight Promotion Resorts" options on our website. Once we have received your booking form, a Sunset Travel booking agent will get back to you with all the flight details and a few quotes for your accommodation choices. Once you have confirmed an accommodation choice, Sunset Travel will book everything for you and send you out all the confirmation details.

Will I be charged a fee if I amend or cancel my reservation?
The cancellation or amendment fee (if applicable) will depend on the accommodation provider's policy. If you have booked flights with your booking then it is unlikely that you will be able to change or cancel your reservation but please call us to discuss.

Who does Sunset Travel book through and how do I know my booking will be completed?
Sunset Travel is a licensed Travel Agent. All travel agents in Australia belong to the "Travel Compensation Fund". The fund fulfils a number of essential functions that underpin financial stability and consumer security in the Australian travel industry sector. This fund is to safe guard consumers who pay money to travel agents for travel services and they ensure that the consumer receives the appropriate service. Sunset Travel is a member of this fund.

Can I give my flight pack away as a gift?
Yes of course you can. Sunset Travel can even send the pack to your friends as a gift from you, however Sunset Travel will not take any responsibility for the full terms and conditions not being passed on in full by the original purchaser. There can be no refunds granted for packs that have been gifted to friends and family.

Can I use my flights and my discounted accommodation together?
To redeem your flight voucher, you are required to purchase a 7 night vacation at a Sunset Travel Flight Promotion Resort. You are unable to use any discount vouchers with your flight voucher.

Can I use my flights and accommodation at different times?
Yes you can. All you need to do is book and pay for the accommodation at the same time as booking the flights.

Can I fly into one city and out of another?
Sometimes you can so ensure you note it on your booking form.

Are there restrictions on the use of the travel voucher?
There are no black out periods. If you want to book a peak period, please ensure you book as far as possible in advance as everything is subject to availability.

Can I split my 7 nights up?
You can split your nights up into a 4 night stay and a 3 night stay. They just need to be booked and payed for at the same time.

What if I am a single person?
You can use the flight voucher several ways. You can book 1 return flight for 1 person and book 4 nights accommodation and then later in the 2 years book another 1 return flight and use the last 3 nights accommodation. Remember though if you choose an airport that has a surcharge on it, you will still need to pay this at time of booking.

What if I can’t use my vouchers in the next 24 months?
You can give them to Family and Friends as they are transferable.

Can we stay more that 7 nights?
Yes you can and we can offer you a great deal on the 2nd week.

How far ahead can our members book?
Typically you can book your flights and accommodation 12 months out from start date.

What happens if the airport I want to fly to isn't on the list anymore?
Just send your booking form in and a Travel Agent will call you to discuss this with you. In most cases we can fly you where you want to go!

What happens if the airline changes my flight?
This does happen from time to time and we have no control over the airlines. If this happens to you, please contact us and we will try and work with you to find a solution.

Can you make arrangements for children to travel with a voucher holder?
Yes, our travel agents will advise you of the best possible fares on your travel dates. You can nominate the number of bedrooms you require for your family on the booking form.

Can we stay at our selected resort for the minimum period and then stay with friends or make a visit to another city at our own expense?
Yes, as long as you notify us at the time of booking and the minimum number of nights (7) accommodation requirements are met.

Are airport tax’s included in the price?
As you know, airport taxes are a Government charge that is added on to all flights whether you book them or we do. Where ever possible the taxes will be included in your total amount.

Are the vouchers refundable?
As the vouchers involve the airlines they are non-refundable. We have, however, been able to arrange for the vouchers to be fully transferable which means that if you are unable to use them you can give them to friends or family.

Can I pick the airlines that we fly with?
Sunset Travel fly with all major airlines. You can note your preference on your booking form at the time of sending it to us.

Can I use 2 flight vouchers and only take 7 nights accommodation?
Each flight voucher comes with 7 night's accommodation. If you were to use 2 flight vouchers, you would need to use 14 nights of accommodation or 2 separate rooms at 7 nights each.

Will my Credit Card details be secure?
At the time of purchase you will be provided a receipt number from the Commonwealth Bank of Australia or ANZ Bank which you can match up with your statement and Supplied all of our company details, we are an Australian business and licensed Travel Agents and your personal credit card details are not kept on file.

What will happen to my booking if I don't check-in at the accommodation I have selected?
Most accommodation providers have strict check-in and cancellation policies. If you fail to meet those conditions and have not cancelled your booking within the specified time, you may still be charged for your stay.

What if I am not happy with the pack that I have purchased, what can I do?
Sunset Travel prides itself on ensuring the customer is informed of all terms and conditions at the time of the sale and have a strict confirmation policy that is enforced. Sunset Travel welcomes calls from customers when they are unsure of the package that they have purchased. Please call us on our customer service line (07)55361017 and one of our customer services consultants will be able to help you.

Personal Information
Sunset Travel collects information from varies sources; we purchase information from our business partners, from trade shows, telephone directories, referrals, advertising, mailing lists and many other ways. When you first purchase one of our packs, you name and address is entered into our system where it is keep during the term of your membership. We may also collect other information regarding your occupations, family; holiday preferences etc so that we may send you a newsletter or email once a month and tailor it to suit you and your family.

Management of personal information
All of our databases are protected by firewalls and passwords. Only authorized employees of Sunset Travel can access this information. You have a right at any stage to see your information that Sunset Travel has and you can do this by writing to us.

Refund Policy
Sunset Travel takes great care in selecting the best employees and providing full training for our Holiday Consultants to ensure they promote our products and services correctly and allow you to make your own decisions. Sunset Travel makes every effort to ensure the information on our website and in any marketing that we may do is correct and honest. We and our partners do however reserve the right to alter or change them at any time without notification. Where our product is wrongly described or faulty, you may apply for a refund. Sunset Travel is not obliged to give refunds for a change of mind. There may be a $50 administration fee should a refund be granted for any reason other than those listed above. A cooling off period applies up to 10 business days starting at the start of the first business day after the day on which the consumer is given the agreement document relating to the agreement. If you have any dispute with a Sunset Travel monetary transaction, please do not contact your bank direct, kindly contact Sunset Travel on (07)55361017 or email us at sales@sunsettravel.com.au and we will sort out your dispute quickly and efficiently.

Do not Call Policy
At Sunset Travel, we don’t wish to call individuals that are not interested in receiving our information or having a great affordable holiday. Our customers often give us referrals once they have purchased from us as they would like their friends and family to also have the opportunity of purchasing an affordable holiday. If you wish to be placed on a Sunset Travel “Do not call” internal listing, please let us know and you will not be contacted by us again. Sunset Travel has complied with the DNC legislation and with the direct marketing industry standard in its current and former ADMA specific forms prior to that.
Existing Members have an existing relationship and are exempt from the legislation for 12 months or for a short period after using a specific voucher/offer. We also have included into our correspondence of our packs that you will contacted for customer service purposes to assist you. Our consultants have been trained in the relevant aspects of legislation and standards in our industry. Breaches of these laws or standards, or of the ethical standards of the company is grounds for summary dismissal.

What do I do if my question has still not been answered by the above questions and answers?
If your question is still not answered please send us an email or phone us with your query and we will respond to you as soon as possible.

(1) Travel under this program is valid for two years however bookings are required to be finalised within 1 (one) year from date of purchase. If the above requirement is not met your travel voucher will be forfeited.

(2) Staying at selected Sunset Travel partner resorts/hotels accommodation for the specific period (minimum 7 nights) and paying for any miscellaneous charges, fees and taxes. The 7 nights can be broken into a 3 night stay and a 4 night stay.

(3) If for any reason one of the Resorts/Hotels selected from our quotes are unavailable after a confirmation of bookings, a Resort or Hotel of similar or higher standard will be provided.

(4) The recipient(s) must abide by the standard conditions of the nominated Airline and Resort/Hotel and utilize the Air Travel with 45 days notice. If recepient(s) are flying at peak time then advanced time is recommended.

(5) Travel under this program is subject to availability, limited over School and Public Holidays and Special or Sports Events periods where surcharges or seasonally adjusted tariffs will apply. Block out periods may also apply.

(6) Payment for accommodation must be made by Direct Bank Deposit, Internet Bank Transfer, Money Order or Credit Card at the time of confirmation of reservation of Air Travel.

(7) All bookings must be arranged through Sunset Travel and their partners and the customer is obliged to abide by the nominated Resorts/Hotel booking conditions.

(8) Nominated Resorts/Hotels or Sunset Travel will not be responsible for any negligence, misrepresentation or improper use of the Air Ticket vouchers by the customer.

(9) The Airline Ticket voucher can be assigned to any person(s) but cannot be sold for cash or otherwise bartered or traded. And is non refundable.

(10) Airline Ticket vouchers may only be used by customers on a twin share basis in conjunction with the nominated Hotel/Resort.

(11) The Airline Ticket voucher is not valid in conjunction, or combinable with any existing, advertised or promoted Resort/Hotel offer.

(12) Any claims or amendments following confirmation of bookings will incur a $75.00 per person amendment charge, plus any Airline or Accommodation fees or charges that may apply.

(13) No cancellation will be accepted after accommodation or air travel is confirmed; not withstanding this condition, arrangements may be able to be transferred. Any such consideration will be made only if within the policies and terms of, and at the total discretion of the Airline, Accommodation House or Sunset Travel.

(14) All charges are quoted in Australian dollars.

(15) Airport transfers, travel insurance (recommended), Airline taxes and $80 booking fee are not included and are payable upon confirmation of your booking.

(16) Sunset Travel and its partners reserve the right to add any additional percentages or taxes if the Australian Government decrees so at any time.

(17) A luggage fee will be charged at the time of booking in accordance to each airline luggage policy.

(18) For credit card payments, the following fee's will apply. i.e.; M/C and Visa 2%, Amex and Diners 3%