BOOKING: Requesting Physical Travel Documents

It should always be emphasized at first that customers should be accessing their documents via their Traveler Hub. However, if they push back and specifically request that we post their documents to them, we can do so - but it should only be when the guests ask for it.

IMPORTANT NOTE: This is for AUSTRALIAN CUSTOMERS only.  International customers cannot have their documents posted.  

1. CS must obtain their residential address and we require this from them in writing. If they try and provide this via phone please politely tell them we must have it in writing via email as there is too much risk of error on a phone call and we don't want to send it to the wrong address. 

2. Upon their request, you can send them the following template via email. 

CS - Posting Documents Address Request

3. Once this email is responded to, you can raise a task to MEL CS - Escalations queue to finalise the postage process. 

4. MEL CS will then contact the guest to let them know we have sent them.  

5. There will be a $10 cost. 

Update as of 10/09/25

Note: Due to an increase in requests for posting, we will now be implementing a $10 fee per booking for posting documents.

MNL CS should still be pushing back on all requests for documentation to be posted however if the guest is determined to have them, this will be the new process.

MEL have updated the Inspiring Vacations - Postal Address Required template to advise that a $10 fee will be included and will be added once they have provided their postage address.

7 Days after the request was made. 

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