FLIGHTS: Flights FAQs

• Customers can add a pre-tour/post-tour extension regardless if the accommodation is booked through IV or they will arrange it on their own.   

• Should they need to change their arrival and/or departure city, they must submit a flight preference form.  

• Yes - stopovers can be requested! 

• Yes - IV agents can make a flight booking for eligible portal users. 

• TRAINING VIDEO: HERE

• Yes, this can be requested on the Flight Request Form. 

• Passengers can flag their interest at the time of booking or post-purchase. Please note we do not and will not quote or book JETSTAR or VIETJET. 

• If customers are adamant to book a low-cost carrier, they can opt for land-only and book this themselves.

• Yes, this can be requested on the Flight Request Form or customers can put it under special requests. Passengers can flag their interest at the time of booking or post-purchase.

** Note: the quote won't be instant, please advise the customer, the team will provide these quotes 60 days prior to the departure date. Quotes will not be provided sooner. Should the customer need their quote expedited, please ask them to book their own flights.

• No,  if the customer has submitted the Flight request form you will see this associated to their deal in HubSpot and there is no need to follow up. If not, please ask them to fill in the form and the quote will be 60 days prior to departure.

• No, as they have booked a fully inclusive package, the flight team will select the flights suitable for the departure. If the customer has a request, they must submit the Flight Request form with their request.

• Yes, They can purchase their flights themselves through the flight system if they are booked in the AU store. 

• All Global LO bookings can submit a flight request form and a quote will be provided 60 days prior to departure date. 

•  Seating can be requested. 

• There will be a $15 IV Fee plus airline cost.  

• CS agents need to open or re-open post ticketing service call task or add preference to the Deal page and pin if has no post ticketing service call task

• The customer should add these through the airline directly (manage booking online service) or they can redeem their points after traveling directly with the airline. 

• After travel, we cannot assist in redeeming FF points. 

• Keep an eye on Traveller Hub, we will provide the information here and or/ with final documentation 30 days prior to travel.

• We are now accepting requests for passengers to amend their arrival or departure city. 

• All requests should be submitted on the flight preference form.

• Customers will need to make their own way to their tour start city. Eg. Customer has a booking starting in TOKYO but wants to fly into OSAKA first, this is okay, however they need to make their way from OSAKA>TOKYO

• email template 'CS Qns - Flight Preference Request'

• If the customer contacts us and wants to add their frequent flyer information, do not raise a task to Manila Flights

• CS needs to add notes to the deal (if not ticketed) and pin to the deal

• CS to add comments to post ticketing service calls if ticketed

• TAT (Turnaround time) is 3 business days.

• If no response with TAT please escalate to Flight Escalation queue.

• Ask assistance from the TL/SCSR on duty to raise this on the Helpdesk so that Flights Team could re-upload as External

• It depends on the airline's rules which can be done up to less than 30 days prior to departure date. 

• These include additional airfare, taxes, airline fees, and IV change fees of $75 per person.

• Yes, this is considered a voluntary change. Customers can request a change up to less than 30 days before travel however fees will apply. 

• These include additional airfare, taxes, airline fees, and IV change fees of $75 per person.

• Only if the change is not suitable and the team has reached out to the customer. If the change is acceptable, the flight team will accept the best alternative. 

• Any further changes will be treated as voluntary and will incur fees.

• Only applicable for International Flights, no amendments/requests to change internal flights on packages. 

• All requests should be submitted on the flight preference form.

• Customers will need to make their own way to their tour start city. Eg. Customer has a booking starting in TOKYO but wants to fly into OSAKA first, this is okay, however they need to make their way from OSAKA>TOKYO

• All land-only AU bookings will now have portal access. Portal access will open up in TH 11 months before departure. 

• AU flight-inclusive bookings may also be sent to portal access. This will be sent out to customers by MEL flights team approximately 5 months before travel. Until this is offered, they are to be perceived to be booked internally by our team. 

• If customers hear from us with this email, then they will have access, If they do not hear for us regarding flights, they will be booked in-house.

•  All stores, except UK will now have access to the portal.

• Raise a task to the Flights Team. Use Task Queue: Flights Escalation

• Raise a task to the Flights Team. Use Task Queue: Flights Escalation

• No, please assist and talk the customer through the process, explain that the booking is immediate and they cannot be canceled after being booked. 

• To avoid any oversights, it is best for the customer to book their preferred airfares. 

If these are requested after flights are ticketed, a $15 service fee will be charged on top of any airline fees: 

• • Seat selection - customers may request this with the Flight Request form. The team will book this request in the GDS. The majority of airlines will charge for seat requests. The team will communicate this to passengers.

  • Meal requests - customers may request this with the Flight Request form. The team will book this request in the GDS. 

  • Frequent flyers -  customers may request this with the Flight Request form. The team will book this request in the GDS.