Terms & Conditions

Virgin Australia Holidays General Terms & Conditions 

Virgin Australia Holidays Disclaimer

Any package price advertised is correct at time of publishing of this page. During some periods, air and hotel pricing may not be available and surcharges may apply. Prices and event tickets are subject to availability and are not guaranteed until the booking is completed and confirmed. Prices are quoted in $AUD and are based on economy, direct route, including taxes, levies and other government charges which may vary and are subject to change but exclude baggage. Seasonal surcharges may apply. Hotel rates quoted are based on double occupancy, per room per night, unless otherwise noted. Prices are based on lead-in room, additional room types available. Charges for extra persons and/or children may apply and will be charged directly by the hotel. Change to dates, fare class and hotel rooms will affect flight fares, hotel rates and price generally. Packaging is for the convenience of Virgin Australia Holidays’ guests and Virgin Australia Holidays endeavours to provide suitable flight schedules and hotels to suit the event selected however, flight schedules, event time and location and hotel check in time and location are ultimately the responsibility of the guest upon booking and guests should ensure flight schedules and hotel check in time and location are suitable for the event time and event location selected. 

AFL matches further disclaimer

Prices are based on dates relevant to the date of the selected AFL match and the departure ports of the selected AFL match team home cities. Conditions of Entry of the Venue apply and these can be found at http://www.anygameanywhere.com.au/conditions-entry-venue 

Important Information

These terms and conditions govern all bookings for Virgin Australia Holidays holiday packages. ZUJI Pty Ltd ("ZUJI") ABN 18 096 920 866, Travel Agents Licence 3129712 trading as Virgin Australia Holidays acts as an agent for you in making the arrangements for transportation (including flights), tours, sightseeing, accommodation, insurance, car hire and other components of your holiday package. Mystery Breaks bookings are subject to these Virgin Australia Holidays terms and conditions and the Mystery Breaks terms and conditions. If there is an inconsistency between the Virgin Australia Holidays terms and conditions and the Mystery Breaks terms and conditions, the former will apply to the extent of the inconsistency.

ZUJI does not own, manage, control or operate any of the tours, transportation, accommodation, restaurants, theme parks, activities or any other services included in your holiday package. All coupons, receipts, bookings and tickets are issued subject to the terms and conditions specified by the suppliers of those services. It is important for you to obtain and read the service supplier's terms and conditions applicable to the services included in your holiday package as they may contain exclusions or limitations of liability (including some which limit or exclude liability for death, personal injury, delay and loss or damage to baggage) and other terms and conditions (including restrictions on amendment or cancellation) imposed by the service supplier. DISCLAIMER All descriptions and itineraries have been prepared with information received from various hotels and other suppliers of components of your holiday package. Some of the information may have changed. We reserve the right to substitute accommodation or other components of an equivalent or better standard due to availability.

This site, and each of its modules, together with the arrangement and compilation of the content found on this site, is the copyrighted property of ZUJI, its affiliates, partners and/or its various third party providers and distributors and which is licensed to ZUJI and Virgin Australia Holidays. You agree not to, except as permitted under the applicable law, copy, reproduce, republish, upload, post, transmit, distribute or otherwise communicate or cause to be displayed to the public any of the content found in this site without the prior written permission of ZUJI, except that you may download, display and print the materials presented on this site for your personal, non-commercial use only.

Carriers Liability

The participating carriers include Virgin Australia Airlines Pty Ltd ("Virgin Australia").Virgin Australia, and other participating carriers will not incur any responsibility or liability to any person aside from the liability that may be incurred as the Carrier. Bookings with Virgin Australia and other participating carriers are also subject to their Terms and Conditions of Carriage. Permission for ZUJI to use the trademark and logo of Virgin Australia Holidays does not form any endorsement of the services of ZUJI nor acceptance of any liability on behalf of ZUJI. Neither Virgin Australia, nor any other participating carrier represent themselves as contracting with any purchaser of a holiday package from ZUJI, or as having any other legal relationship with any such purchaser.

Hotel Policies (General)

Unless expressly stated otherwise during the booking process:

  • Hotel rates quoted are based on double occupancy, per room per night in existing bedding, unless otherwise noted. Double occupancy is defined as two people sharing one room.

  • Charges for extra persons and/or children may apply and will be charged directly by the hotel.

  • Any incidental charges such as parking, phone calls, room service, additional bedding or any additional surcharges are not included and are to be paid by the guest directly to the hotel. Award points and airline mileage may not apply to these hotel rates.

  • Guests must be at least 18 years of age at the time of check-in (although some hotels impose a minimum age of 21 years) unless accompanied by a parent or guardian. Please contact our Guest Contact Centre to confirm the minimum age requirements for your particular hotel. Photo identification may be required at check-in.

  • Guests may be required to present a valid credit (not debit) card or cash deposit at check-in for incidentals.

  • Ratings are assigned to hotel properties based on information supplied by hotels. These ratings are validated based upon the most up-to-date research conducted by hotel experts at a leading online travel agency in accordance with industry standards. The ratings are objective evaluations of a hotel's level of comfort and style based on a number of criteria, which may include on-site inspections, post-trip customer feedback, and quality of amenities and staff.

For questions regarding your accommodation, please contact our Guest Contact Centre on 13 15 16 or within New Zealand on 0508 13 15 16, or outside Australia & New Zealand on +61 7 3333 6600.

Prices

All prices are quoted in either Australian dollars (from Australia) or New Zealand dollars (from New Zealand) unless otherwise expressly stated. All rates shown are subject to availability and seasonal variations. Prices are subject to change at any time until full payment is received. Due to Virgin Australia Holidays’ business hours, some fares may incur additional charges depending on the fares’ expiry date.

Goods and Services Tax

All prices and charges are inclusive of Australian GST or New Zealand GST, where applicable.

Bookings

All bookings are based upon the current price given by the goods and/or service provider at the time the booking is generated. The person carrying out a booking shall be deemed to have accepted these Terms and Conditions on behalf of all persons named in the booking (including those added at a later date). Any verbal quotes given via the Guest Contact Centre are estimates only that will be subject to a written advice upon confirmation of the reservation. The person carrying out a booking acknowledges that ZUJI reserves the right to deny a booking request for any or no reason. No employee of ZUJI or affiliated companies or representatives can change these Terms and Conditions or any other terms under which any person agrees to take a holiday package. Bookings made direct via the Virgin Australia Holidays website (www.virginaustralia.com.au/holidays or any other site which may be advised by Virgin Australia Holidays from time to time) receive the internet discount rate of $30 per person. The internet discount will be subject to certain terms and conditions (available upon request) and does not apply for all bookings made via our Guest Contact Centre.

Full Payment

Full payment is due at the time of booking. If for any reason payment does not clear or is rejected, the booking will be cancelled, any deposit amount already paid will be forfeited and the appropriate cancellation charges will apply at our discretion.

Documentation

Documentation for bookings made through the Virgin Australia Holidays website (Mystery Breaks bookings excluded) will be emailed to the email address provided at the time of booking shortly after the booking is made and payment confirmation received. Documentation for bookings made via the Guest Contact Centre will be emailed shortly after the booking is made and payment and booking confirmation received. An invoice for package holidays can only be issued for the total amount paid.  An invoice cannot be produced by travel component which makes up the package, in line with our contractual obligations with our airline and hotel suppliers.  Invoices are not provided at the time you make a booking but are available on request.

If you have made a Mystery Breaks booking, you will receive a detailed itinerary for your holiday package 1 to 4 days prior to the departure date. Refer to the Mystery Breaks terms and conditions for further information.

Amendments

The provisions of this clause entitled ‘Amendments’ do not apply to Mystery Breaks bookings. Refer to the Mystery Breaks terms and conditions.

Amendments must be notified at least 48 hours prior to the day of departure by calling our Guest Contact Centre on 13 15 16 or within New Zealand on 0508 13 15 16, or outside Australia & New Zealand on +61 7 3333 6600.

Amendments to your booking will incur a Virgin Australia Holidays fee, which may be varied from time to time by Virgin Australia Holidays in its sole discretion without prior notice to you. In addition, you will be required to pay any charges levied by hotels, ground operators or airline fees, which can be up to 100% of the cost of the booking. Amendments inside 48 hours for bookings will result in forfeiture of the total cost of the booking.
Charges apply as follows:

  • Amendments to Australian domestic bookings - a minimum amendment fee of AUD$50.00 per booking applies, plus any additional fare difference and any charges levied by service suppliers (which, for amendments made less than 48 hours prior to departure, can be up to 100% of the cost of the booking).

  • Amendments to international bookings departing Australia - a minimum amendment fee of AUD$100.00 per booking applies, plus any additional fare difference and any charges levied by service suppliers (which, for amendments made less than 48 hours prior to departure, can be up to 100% of the cost of the booking).

  • Amendments to international bookings departing New Zealand - a minimum amendment fee of NZD$35.00 per booking applies, plus any additional fare difference and any charges levied by service suppliers (which, for amendments made less than 48 hours prior to departure, can be up to 100% of the cost of the booking).

To the extent permitted by law, all bookings are non-refundable and non-transferable. Name changes are not permitted for any bookings. Any balance remaining from the cost of the original booking (after deducting the cost of the amended booking, the amendment fees and any other charges) will be held in credit to be used towards future Virgin Australia Holidays travel. All credits are valid for 12 months from the original booking date. Future bookings utilising such credit can only be made by calling our Guest Contact Centre on 13 15 16 or within New Zealand on 0508 13 15 16, or outside Australia & New Zealand on +61 7 3333 6600. A phone booking fee of AUD $30.00 per person capped at four people (AUD $120.00) will also apply when using a credit to make a booking.

Cancellations

The provisions of this clause entitled ‘Cancellations’ do not apply to Mystery Breaks bookings. Refer to the Mystery Breaks terms and conditions.

You must notify us of cancellations at least 48 hours prior to the day of departure by calling our Guest Contact Centre on 13 15 16 or within New Zealand on 0508 13 15 16, or outside Australia & New Zealand on +61 7 3333 6600.

Cancellations to your booking, for both domestic and international will incur a Virgin Australia Holidays fee, which may be varied from time to time by Virgin Australia Holidays in its sole discretion without prior notice to you. In addition, you will be required to pay any charges levied by hotels, ground operators or airline fees which can be up to 100% of the cost of the booking. Cancellations inside 48 hours will result in forfeiture of the total cost of the booking.
Charges apply as follows:

  • Cancellation of Australian domestic bookings - a minimum cancellation fee of AUD$35.00 per booking applies, plus any cancellation or other charges levied by service suppliers (which can be up to 100% of the cost of the booking).

  • Cancellation of international bookings departing Australia - a minimum cancellation fee of AUD$35.00 per booking applies, plus any cancellation or other charges levied by service suppliers (which can be up to 100% of the cost of the booking).

  • Cancellation of international bookings departing New Zealand - a minimum cancellation fee of NZD$35.00 per booking applies, plus any cancellation or other charges levied by service suppliers (which can be up to 100% of the cost of the booking).

Any balance remaining from the cost of the booking (after deducting cancellation fees and any other charges) will be held in credit to be used towards future Virgin Australia Holidays travel. All credits are valid for 12 months from the original booking date. Please note that credit held from a cancelled booking departing Australia can only be applied to a new booking departing Australia (Domestic or International) and any credit held from a cancelled booking departing New Zealand can only be applied to a new booking departing New Zealand, although the new booking need not be to the same destination as the original booking. Future bookings utilising such credit can only be made by calling our Guest Contact Centre on 13 15 16 or within New Zealand on 0508 13 15 16, or outside Australia & New Zealand on +61 7 3333 6600. A phone booking fee of AUD $30.00 per person capped at four people (AUD $120.00) will also apply when using a credit to make a booking.

For refund of travel insurance premium, see 'Travel Insurance' below.

Fees

Phone Booking Fee

Guest Contact Centre

Online

Australian Domestic  

AUD $30.00 per person capped at $120.00 AUD 

n/a 

Australian International

AUD $30.00 per person capped at $120.00 AUD 

n/a

New Zealand International 

NZD $30.00 per person capped at $120.00 NZD 

n/a 

Amendment Fees:
Domestic (via the GCC)        $50.00 per booking*
International (via the GCC)    $100.00 per booking*

Cancellation Fees**:
Domestic (via the GCC only)      $35.00 per booking*
International (via the GCC only)  $35.00 per booking*
* Plus fees levied by service suppliers and/or fare or rate difference
** Balance remaining from cost of booking (after fees) will be held in credit for 12 months after date of original purchase (see terms and conditions)

Credit Card and Debit Card Fees:
In line with industry practice, Virgin Australia Holidays has introduced a surcharge for bookings paid by credit cards or debit cards.
For all bookings, payments by credit or debit card attract a surcharge per passenger, per booking which will be added to the total price of your booking when you select your credit card or debit card type on the payment screen.

Exclusions

The following items are not included in the price of your package: passport and visa charges where applicable, airport taxes (where not pre-payable or pre-paid), items of a personal nature such as drinks, room service, laundry, own meals (unless specified), baggage charges, excess baggage, personal & baggage insurance, telephone calls and postage and the cost of anything else not expressly identified as being included in the package.

Room bedding Information

Prices quoted are based on existing bedding in the room. Requests for particular bedding arrangements must be made at the time of booking with the Guest Contact Centre on 13 15 16 or within New Zealand on 0508 13 15 16, or outside Australia & New Zealand on +61 7 3333 6600. Requests are subject to availability and cannot be guaranteed.

Optional Services

Optional Services refer to land tours, activities, car hire, transfers and other components (excluding flights and accommodation) that may be booked with a holiday package. On some occasions, guests may be required to contact the Optional Services supplier directly to arrange for pick-up/drop-off times, appointments etc. Any such requirements will be specified in the electronic documentation issued upon confirmation of your booking. Minimum age licensing restrictions may apply. For example, a requirement to have an open drivers' licence may apply to some Optional Services, including car rental bookings, activities or events.

Baggage

It is important for you to obtain and read luggage entitlements and restrictions applied by third party suppliers. Airline carriers, tour operators and transfer companies may have policies that restrict the size, number, weight and dimensions of allowable luggage (both carry-on and registered baggage). Some airline carriers, tour operators and transfer companies may charge a baggage fee if you carry luggage that exceeds the restrictions / allowances outlined in each individual policy.

If you have a Mystery Breaks booking, you are entitled to 1 piece of checked in baggage per person weighing up to 23kg each. Refer to the Mystery Breaks terms and conditions.

Travel Insurance

As travel plans are sometimes affected by influences outside your control, we strongly recommend customers to seek advice on obtaining insurance prior to travel and to discuss insurance options. We suggest that the policy should include, but not be limited to, the following cover:

  • Loss or damage to personal baggage;

  • Loss of money; and

  • Emergency medical expenses incurred during travel.

Virgin Australia Holidays offers a range of travel insurance options to cover loss, damage, illness, injury or other unexpected circumstances. Select insurance offered under "Optional Services" when booking your holiday package on www.virginaustralia.com/holidays or call our Guest Contact Centre on 13 15 16 or within New Zealand on 0508 13 15 16, or outside Australia & New Zealand on +61 7 3333 6600.

Refund of travel insurance premium

A 14 day cooling off period applies to travel insurance purchased as part of your holiday package. If you cancel the travel insurance component of your holiday package or cancel your entire holiday package prior to the expiry of this cooling-off period, you will receive a refund of your travel insurance premium.

Mystery Breaks General Terms and Conditions

  • Bookings can only be made 14 days prior to departure date with a valid credit card.  You cannot apply for any of the following against the purchase of your Mystery Break holiday:   Virgin Australia or Virgin Australia Holidays credit shells, promotion vouchers, gift card, gift vouchers, discount coupons or Velocity vouchers exchanged for points against the purchase of a Mystery Break holiday.

  • Mystery Breaks always book accommodation to a 4 star minimum standard as part of a Mystery Breaks package. Please note we are guided by the rating given to us by the hotels. Please see hotel policies (General) for more information.

  • Mystery Breaks can only accommodate a maximum of 2 people per booking.

  • Mystery Breaks packages are non-refundable or changeable. Total value of booking is forfeited if booking is not travelled.

  • Virgin Australia Holidays cannot give out any information on your booking until you have received your itinerary which arrives 1-4 days prior to your departure date.

  • Travel Agents will not earn commission on a Mystery Breaks booking.

  • We cannot guarantee your chosen excluded destination will not be selected for your Mystery Breaks booking.

  • Infants are not eligible to travel on a Mystery Breaks booking.

  • The person carrying out a booking acknowledges that Mystery Breaks reserves the right to deny a booking request for any or no reason. If for any reason we cannot fulfil your Mystery Breaks booking, your money will be fully refunded.

  • When redeeming a Mystery Breaks gift voucher, any remaining value will be forfeited if not fully utilised in one transaction.

  • When redeeming a Mystery Breaks gift voucher, if there are any additional passengers or nights booked, the Guest Contact Centre will contact you for outstanding payment.

  • Black out dates: Mystery Breaks cannot be confirmed during peak Australian School Holidays and over Australian public holidays. Any requests for Mystery Breaks during these peak travel times, we will use best endeavours to confirm your package. Should we not be able to confirm your package on the dates requested, a Mystery Break Gift Voucher or full refund will be offered to you within 24 hours.

Mystery Breaks Gift Vouchers

  • Your Mystery Breaks gift voucher will be emailed to your nominated email address within 48 hours of purchase.

  • When redeeming your Mystery Breaks gift voucher, a confirmation itinerary with your travel details will be sent to your nominated email address 1-4 days prior to your departure date.

  • When redeeming a Mystery Breaks gift voucher the full amount must be used in a single booking. No credit or refund will be given for amounts not used.

  • A Mystery Breaks gift voucher can only be redeemed 14 days prior to your departure date.

  • A Mystery Breaks gift voucher value can be redeemed on any Mystery Breaks package.

  • Our Guest Contact Centre will contact you to arrange the payment of any outstanding balance due on a Mystery Breaks voucher package redemption. 

  • You cannot purchase a Mystery Breaks gift voucher by redeeming a Mystery Breaks gift voucher.

  • Mystery Breaks gift vouchers are valid for 12 months from date of purchase.

  • You are responsible for the safety and use of your Gift Voucher, and should treat it as cash.  Unfortunately, if your Gift Voucher is lost or stolen, Mystery Breaks are unable to replace or refund it.

Passports and visas

It is your sole responsibility to ensure that you and your party have valid passports and visas to the destinations of your choice. Virgin Australia Holidays is not liable for any expenses, liabilities or loss incurred in relation to invalid passports, invalid or restricted visas or any other matters regarding your eligibility for entry into the country of your destination. It’s a good idea to check relevant government websites to find out about any dangers and risks to your health and safety at your chosen destination. You can do this by checking with government agencies like the Australian Department of Foreign Affairs and Trade, the US Bureau of Consular Affairs or the New Zealand Ministry of Foreign Affairs and Trade.

Unused Land Service

To the extent permitted by law, there will be no refund, credit or exchange for any unused land services once travel has commenced.

Product descriptions

Product descriptions featured on the Virgin Australia Holidays website and throughout Virgin Australia Holidays promotional material are based on current contractual agreements with suppliers and information provided by suppliers. Any facilities shown as included are subject to change at any time.

Maps and photographs

Maps are shown for general information and may not reflect actual routings, locations or services provided. Whilst photographs display places in geographic areas, they are not necessarily included in any holiday. Photos reflecting hotel rooms may not be specific to the actual room occupied.

Invoice errors or omissions

We reserve the right to correct any errors in rates quoted or miscalculated for any service quoted on the Virgin Australia Holidays website or via the Guest Contact Centre.

Limitation of Liability

You agree that neither ZUJI, or Virgin Australia, nor any of its representatives or agents shall be liable to you or any other person for any loss, injury, or damage whatsoever to any person or their belongings or otherwise arising out of or in connection with the offer and/or supply of goods or services by Virgin Australia Holidays or any third parties (including but not limited to the supply of accommodation, transportation or other services) resulting directly or indirectly from any occurrences including breakdown/faults in equipment, strikes, theft, delay or cancellations or changes in itinerary or schedules etc.

Neither ZUJI, or Virgin Australia, nor any of their representatives or agents do not accept any liability whatsoever and shall not be liable to you or any other person for any injury, damage, loss, delay, additional expenses or any distress, disappointment or inconvenience caused either directly or indirectly by any events or acts or omissions which are beyond their control, including but not limited to, war, civil commotion, fire, floods, acts of God, act of government or other authorities, industrial action or accident or failure of machinery or equipment.
If the Competition and Consumer Act 2012 (Cth) or any similar law applies and an implied condition or warranty cannot be excluded, the liability of ZUJI and Virgin Australia will be limited, at their discretion, to either the replacement or resupply of the goods or services.

Consumer Claims

Consumer claims should be made in writing within 30 days of return, with supporting documentation. Such claims should be addressed and forwarded to the Guest Contact Centre at enquiries@virginaustraliaholidays.com or mailed to the attention of Virgin Australia Holidays Manager at PO Box 1034, Spring Hill, QLD 4006.