Terms and conditions

Terms and Conditions

The Family Travel Company Pty Ltd, trading as The Family Travel Company is a Travel Consultancy based in Western Australia.

The Family Travel Company (“the company”, “us”, “our”, “we”) is a Travel Consultancy who creates custom domestic and international itinerary, and delivers a selection of concierge services for our clients (“client”, “you”, “traveller”, “person”). We facilitate bookings on behalf of suppliers, such as airfare, accommodation, tours and other related travel services.
We also provide recommended family-oriented experiences (local and international) based on the company’s family service standards; these could be a selection of paired accommodation and tour(s) or activities. These tours / activities may be exclusive to the clients of the company.

These booking conditions apply to the person making the booking and all other persons on whose behalf the booking is made. The person making a booking on behalf of others must make these terms and conditions available for the other members to read by either providing a documented copy or, directing them to the location on The Family Travel Company website.

1. Definitions:

We would like to bring to your attention 3 (three) definitions which ordinarily carry a number of interpretations. The Family Travel Company define the followings terms as set out below:

Family:

The Company supports a modern representation of ‘family’ and defines ‘family’ as follows:
‘Family are those you love and who make you feel loved; those you feel safe around and who show you unconditional support when you need them the most; and where common experiences forge an emotional connection, with or without formal bonds.’

Family Oriented:

The Company is family oriented and is defined as follows:
‘A demonstration of friendly, thoughtful attention and consideration that respects modern family dynamics, which far transcends what is traditionally referred to as ‘family friendly’.

Dependent Person:

A dependent person as part of a booking with the company is a person 0-21 years of age (inclusive).
A person who is 17 years to 21 years of age inclusive, and not engaged in full time education is considered to be a dependent for the purposes of this definition as long as they are not in full time employment. Part-time, casual and volunteer work will be accepted as dependent for the purpose of ‘non full-time employment’. However, multiple part time jobs which accumulate to 40 hours per week or more will not be considered dependent.
A person will be considered as dependent based on their age and/or circumstances as described above, upon the return date of the planned experience.

Experience:

An ‘Experience’ as part of the Company’s booking procedure and as stated in the Schedule of Fees is an ‘itinerary designed for a client(s) considered to be trip, travel or holiday’. This could be a domestic itinerary within Western Australia or nationwide, or, an international itinerary.

To make a booking with The Family Travel Company, you must be at least 18 years of age.

A free consultation of up to 30 (thirty) minutes is available per Bespoke Travel Experience, not per person in any individual booking of multiple adults.

2. Bespoke Travel Planning Procedure:

The following Terms and Conditions under section 2.0 are in relation to the Bespoke Travel Services only, not the company’s WA Experiences, which are paired accommodation and tours / activities ready for booking inquiries. Please refer to section (3.1) WA EXPERIENCES for specific Terms and Conditions.

Acknowledgement of your inquiry / request will be sent via email from experience@thefamiltytravelcompany.com.au within 24 (twenty-four) hours of being received, or a consultation taking place, (whichever occurs first).

The Black Swan Service:

Following consultation, in order for the Company to undertake comprehensive Bespoke Travel Planning Services as detailed in our Schedule of Fees, you are required to complete an Experience Profile. This can be completed in the presence of your consultant or in your own time. Once the Experience Profile is completed and returned to your consultant, a non-refundable deposit of 50 (fifty) percent (%), of the total quoted Professional Fees is required within 2 (two) working days. No further work will be carried out until the deposit has been made. A transaction receipt is satisfactory proof of payment.

Should a deposit not be received within 2 (two) working days, the submitted ‘Experience Profile’ will be archived or deleted (depending on the preferences selected in the document in relation to personal data storage).

The remaining 50 (fifty) percent (%) of the Professional Fees will be due when an itinerary is approved by the client. The approval needs to be electronically recorded either via email notification or an electronically signed document on a Company letterhead.

(2.1) Additional Experiences

Each Professional Fee quoted is per one complete Experience built within one itinerary. Additional Experiences requested, for example – a different destination across the same dates, will incur an additional cost due to the time required to complete.

(2.2) Change of Destination Request

If a client requests a change of destination (change of country) after their itinerary has been completed, a new Professional Fee will be quoted based on the destination and new requirements. The change in destination will be treated as a ‘new Experience’. This is because of the time invested in creating each individual Experience.

Once a completed itinerary has been presented, the client will be able to review the itinerary and make basic amendment requests across each segment of the itinerary as required. For example, a minor change in flight date, an alternative accommodation etc. Any major revisions will be reviewed on a case by case basis and may incur an additional cost for the time required to complete. Basic amendment requests across the completed itinerary can be made on two (2) separate occasions. Any further amendments will incur an additional fee and will be quoted on a case by case basis.

The Professional Fees are non-refundable unless otherwise stated. These fees will be in addition to any deposits / full payments required as part of securing reservations from third-party suppliers.

Professional Fees are broken down under ‘Schedule of Fees’ within these Terms and Conditions. Any quote provided is subject to availability and an estimate only of the price. It is subject to written / electronic confirmation following full payment. The client will have 3 (three) working days to accept the quote but must be aware that quoted prices are subject to change and may not reflect the actual amount due upon confirmation.

Clients must be aware full payment for selected / all sectors of reservations may be required upon accepting a quote and confirming a booking. This depends on third party supplier terms and conditions. The booking will be cancelled if no deposit for the itinerary segments (or full payment where required), is received within 3 working days.

The company reserves the right to correct any errors in amounts quoted, calculated or billed in respect of a booking, even if full payment has been made.

The Smart Swan Service:

 The Company’s Smart Swan service provides clients’ with exclusive access to TFTC app and documentation upload management only. The inclusions are detailed within the Schedule of Fees. No reservations will be made or managed as part of this service.

A client can choose to add additional users to the trip within TFTC app for no additional cost. All that is required is a full name, Australian phone number and valid email address.

For clients wishing to use the Smart Swan service on more than one occasion, they will be required to additional fee.

Please refer to the Schedule of Fees for Professional Fees.

Additional Services:

Clients’ who have planned their own domestic or international holiday and would like to have their current travel plans to date reviewed, and feedback provided with a custom checklist, a quote will be provided based on the complexity of the trip.

Clients’ who have commenced their travel planning and reservations, but would like to formally hand over their remaining travel arrangements and management to the Company, a quote will be provided based on the complexity of the trip, the reservations already made, the reservations outstanding, any time required to rectify incorrect reservations.

Clients will be requested to sign over the management off their travel plans once agreed.

Any additional services will be subject the terms and conditions where applicable set out in this document.

3. Bespoke Travel Planning Conditions:

The Black Swan Service

Reservations are subject to the Terms, Conditions and requirements of carriers, hoteliers, private accommodation providers, and other service providers. Therefore, you are also subject to the Terms and Conditions of any third-party suppliers in addition to these Terms and Conditions. We reserve the right to cancel or re-schedule departures or itineraries if necessary. Where it is necessary, The Family Travel Company may also substitute suppliers with others of at least a similar standard. We will notify you of schedule or price changes made by the suppliers for any reason beyond our control.

If you require further information about third party suppliers’ Terms and Conditions please ask us.

(3.1) WA Experiences

These Experiences are based on a 3-night stay and a combination of local Western Australian accommodation providers and tours / activities. A number of inclusions associated with these Experiences are exclusive to the Company. These Experiences are not subject to the separate Bespoke Travel Planning Professional Fees as stated in these Terms and Conditions, and as outlined in the Schedule of Fees. These Experiences are designed for a client to inquire with regards a date of travel and for a simple booking confirmation and payment procedure.
A ‘FROM’ price will be displayed. Any additional (or, in some circumstances reduced), cost will be quoted to the client prior to a reservation being made. A Professional Fee will be included in the ‘FROM’ price which covers:
– Exclusive access to TFTC app
– Local Destination Guide

All WA Experiences displayed on the Company website and promoted via social media channels or other channels, are subject to availability. The client will have 2 (two) working days to secure a reservation once availability of the chosen Experience has been confirmed. Securing a reservation requires full payment to be made at the time of booking. It is subject to final written / electronic confirmation following full payment.

‘FROM’ prices as detailed on the Company website are subject to change and may not reflect the actual amount due upon confirmation.
From time-to-time third party suppliers revise their prices in line with their individual pricing strategies. This may affect the detailed ‘FROM’ price stated on the website. Whilst every effort is made to maintain effective communication with all partnered suppliers, sometimes there may be a slight delay in updating the price which could result in an increase in the total amount due. In the event this occurs which affects a client booking, the client will be notified before further proceeding.

The accommodation and / or tour / activity pricing component will be based upon a maximum number of adults and children, and may also be subject to high / mid / low season pricing. Therefore, this is why a ‘FROM price is detailed.

The Company reserves the right to correct any errors in amounts quoted, calculated or billed in respect of a booking, even if full payment has been made.

All WA Experiences are subject to the remaining Terms and Conditions outlined in this document unless otherwise stated. Please refer to section (7.0) and (8.0) for specific Cancellation and Amendment Policies.

4. Fares and Prices:

The Company carries out the research for the appropriate flights for each client, however the flight booking and ticketing is conducted through a third party – Travel and Cruise Fundamentals based in Western Australia. Payments for flights will need to be made direct to Travel and Cruise Fundamentals. Payments can be made via credit card or direct deposit. All clients are subject to the individual Terms and Conditions of Travel and Cruise Fundamentals.

The Family Travel Company does not guarantee fares or prices until the booking has been confirmed in writing by a Company consultant, and full payment has been received. Schedules and availability, fare conditions and prices can change at any time. Routing restrictions and other special conditions may apply. Fares maybe withdrawn or increased substantially with no given notice. In order to avoid possible increases we recommend you pay in full and have your tickets issued as soon as possible. Any increase in ticketing is the sole responsibility of the client. Deposits (where applicable) merely hold the reservation and do not guarantee the prices.

5. Airfare Conditions / Airline Taxes and Surcharges:

A large number of Airport, Departure & Security Taxes are imposed by various countries, states and towns around the world and in Australia. Where applicable these have been included in the cost of the airline ticket and are shown in the relevant tax boxes. There may be some variations in final costs depending on exchange rate fluctuation and the number of taxes imposed at the time of ticketing. Any additional costs or taxes that occur will be required to be paid.

(5.1) Frequent Flyer Points:

Airfares may or may not attract Frequent Flyer points. This decision rests with the airline and is not the responsibility of the Company. For further information please seek advice from the airline directly.

6. Accessing Itinerary and other Travel Related Documents

The Company is committed to reducing unnecessary printing of paper for airline tickets, itineraries and other related travel documents where possible. Confirmed travel will be stored electronically and made available to you through The Family Travel Company app – TFTC. You will receive a username and password to access your itinerary and other related documentation for your travel. Should you wish to receive hard copy documentation of your itinerary, please advise your travel consultant. Please note, this will not affect your ability to access an electronic version of your itinerary.

Should a client wish to print selected documentation ad hoc, TFTC app provides this facility within the app.

Important documentation in relation to Travel Insurance will be automatically emailed to you upon purchasing a product. This will be in addition to the documentation being uploaded to TFTC app.

For accommodation only bookings, a Professional Fee of $20 per booking (not per person) is payable. The client’s booking will be uploaded to TFTC app and an exclusive account created. The Company strongly values delivering consistent high standards. One way we maintain these high standards and effective communication is through TFTC app. This is non-negotiable.

*Please note, depending on the complexity of accommodation only booking requests, an additional Professional Fee may be applicable. The Company does not conduct flight only bookings.

All clients will be offered the opportunity to sit down with their Consultant to go through TFTC app features and navigation. This is at no additional cost.

You agree that we are not liable for any loss suffered as a result of you being unable to download, print or access electronically stored information.

(6.1) TFTC App

TFTC is travel management and smart communication software created by Smarttrips based in Victoria, Australia. The Company licences the technology with The Family Travel Company branding. This means the Company is bound by terms and conditions of Smarttrips. If there are any issues in relation to the technology, Smarttrips will inform the Company or, the Company will inform Smarttrips. Smarttrips have their own Privacy Policy in relation to the technology. This Privacy Policy is made available within the app itself upon a client gaining access. Should a client wish to see the Privacy Policy prior to using the technology, this will be made available upon request.

7. Cancellations Fees:

(a) Bespoke Travel

After a booking is confirmed cancellations must be made in writing. Travel service suppliers may charge a cancellation fee and have their own Terms and Conditions independent of the Company. If you cancel a booking these charges are your responsibility.

(b) WA Experiences:

Unless a client is notified otherwise (upon the quoting stage and prior to a booking confirmation), accommodation providers within a WA Experience have adopted the following Cancellation Policy.

For cancellations made within 48 (forty-eight) hours of the booking, and at least 14 days before the check-in date, a full refund will be provided. A 50 (fifty) percent % refund will be provided for cancellations made at least 7 (seven) days before the check-in date. No refunds will be provided for cancellations made within 7 (seven) days of check-in date.

Tour / Activity Operators have their own independent Cancellation Policy. All clients will be made aware of the respective tour / activity operators cancellation policies upon the quoting stage – prior to booking confirmation.

8. Amendment Fees:

(a) Bespoke Travel

After a booking is confirmed amendments must be made in writing. Travel service suppliers may charge an amendment fee and their own Terms and Conditions independent of the Company. If you amend a booking these charges are your responsibility.

(b) WA Experiences

After a booking is confirmed amendments must be made in writing. Travel service suppliers may charge an amendment fee. If you amend a booking these charges are your responsibility.

9. Accuracy of Information and Limitations of Liability:

Travel is a personal experience and an individual’s expectations will differ from person to person.

The Family Travel Company, arranges your travel, which will be provided by other suppliers. Travel arrangements include but not limited to accommodation, flights, tours, transfers. The Family Travel Company has no control over the travel suppliers, the fares charged for services, their policies and procedures, change in itineraries, the scheduling of their services, or their methods of providing services. Therefore, The Family Travel Company shall not be liable or responsible, and is released of responsibility and liability, for any delay, inconvenience, disappointment, loss or damage for personal or property injury, to any passenger resulting from breach of contract or any acts or omissions on the part of any travel supplier, cancellation of any service by a travel supplier, any refund due from a travel supplier, any terrorist activities, civil or labour unrest, mechanical or construction defects or failures, diseases, local laws, climatic conditions, or any other cause. It is important that you and all members of the travelling party are aware of important Terms and Conditions as they may relate to all or in part, to the bookings held by our Company on your behalf.

10. Travel Insurance:

Travel insurance is highly recommended for all travellers. Pre-existing medical conditions and cover for this must be approved by the insurer. Please speak to your travel consultant who can assist with domestic and international Travel Insurance.
The Family Travel Company takes safety of their clients very seriously and whether or not Travel Insurance has been formerly requested, a courtesy quote will be detailed as part of a basic quote request. Please discuss this with your consultant; the courtesy Travel Insurance cost detailed on a quote may be solely based on age or date of birth and not reflect any pre-existing medical conditions, adequate cancellation cover, and / or activities which carry an additional expense to cover.

11. Payment Options:

All prices are based on payment by direct deposit into The Family Travel Company nominated bank account. Credit Card payments are accepted and will incur a transaction fee of 1.75%.
The option to pay by Credit Card will be presented on the invoice under the ‘PAY NOW’ highlighted option.
Bank details for direct deposit can be found at the bottom of the invoice.
Please contact your Consultant if you require any assistance with the information contained within the invoice.

12. Important Travel Documentation:

Passport, Visa and health requirements are the responsibility of individual travellers.

(12.1) Passports are required for all travellers departing Australia. Permanent residents travelling on a foreign passport must hold an Australian Re-entry Visa. Many countries require that foreign nationals entering hold a passport with at least 6 (six) months validity. Travel documents and airline tickets must exactly match the name and spelling as appears in the passport. For security reasons some airlines may require all details as they appear in the passport prior to ticketing.

(12.2) Visa Requirements. Visas are required to enter some countries. Some countries allow for a “visa free” stay for tourism purposes. If you are travelling on business this does not always apply. Also, if you or a member of your travelling party have a criminal offence, entry may be denied. Please speak to your travel consultant about this.

Some consulates charge visa fees and we reserve the right to charge a service fee to cover courier fees and the like should we obtain this documentation on your behalf. These fees will be quoted on a case by case basis where applicable. Issuing visas is not the responsibility of your Travel Consultant and we cannot be held responsible should you be unable to obtain the correct visas to undertake your travel.

Whilst we offer full assistance the final responsibility of ensuring documentation is correct, is that of the individual traveller. 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.

(12.3) Health and Safety. It shall be your responsibility to be aware of the safety, local conditions and issues that may exist at your travel destination. We recommend that you contact the Department of Foreign Affairs and Trade (DFAT) or visit www.smartraveller.gov.au for current travel advice. The Company accepts no liability in this regard.

DFAT Advice: For reasons of political unrest, acts of war or terrorism or natural disasters in certain parts of the world, the Australian Government in conjunction with various worldwide bodies may decide to issue a Travel Advisory warning to Australian Passport holders not to travel to that country. In these circumstances, whilst travel to some countries is not advisable and some aspects of travel insurance coverage may be excluded, we appreciate that some clients may still wish to travel to those areas. Whilst we are prepared to make these bookings on our clients’ behalf, we do so without responsibility or liability. You may check the current DFAT travel advisories and register your trip via their website at: www.smartraveller.gov.au

13. Complaints or Issues:

We endeavour to ensure the arrangements we have made for you are implemented and as arranged. If a problem occurs with a third-party supplier, the most practical way to deal with it is to attempt resolution locally / at your destination with the supplier.

If you fail to follow this course, any claim for compensation may be reduced or denied. If you have any unresolved complaint, details should be lodged by email
to: experience@thefamilytravelcompany.com.au within 30 days of returning from your travel. This is to include supporting documentation (where applicable), detailing efforts made with the supplier to resolve the issue.

If you have a complaint which is directly related to the Company’s services provided to you, please request a copy of our Complaint Policy and follow the relevant procedure.

14. Refunds:

The Company’s deposit (as outlined in the Bespoke Travel Conditions), and Professional Fees (as stated in these Terms and Schedule of Fees) are non-refundable, unless otherwise stated. Refunds by third party suppliers are as per their individual refund policy independent of the Company.

15. Our Happiness Guarantee

The Company stands by their ability to deliver a stress free and peace of mind experience. As part of the Company’s Happiness Guarantee, we will refund all Professional Fees paid to the Company if you feel we have not fulfilled our Promise of delivering a stress free and peace of mind experience. These Professional Fees are exclusive to the Company and are not connected to third party reservations / bookings.

To be able to honour our Happiness Guarantee, we will ensure we provide solutions to any issues you raise, and before a refund is made, we require all clients who request a refund of Professional Fees under this clause to complete all sections of ‘Our Happiness Guarantee Feedback Form’. This form ensures the Service provision of the Company is reviewed against your feedback, and the Company can make any necessary changes to support our clients, and exceed their expectations moving forward.
Before a refund is finalised, you will be asked whether you would like to hold the Professional Fees paid as credit to use towards a future holiday Experience. This is instead of a refund.
A signature will be required to issue the refund.
The refund will only be issued back onto the card the original payment was made.

16. Website:

Visitor Agreement

The website operates under ABN 13 628 634 819. Access to and use of the website, or any of its associated Services, is provided by The Family Travel Company.

By using, browsing and / or reading the Website this signifies that you have read, understood and agree to be bound by the Terms. If you do not agree with the Terms you must cease usage of the Website or any of its Services immediately.

The Company reserves the right to review and change any of the Terms by updating this section at its sole discretion. Any changes to the Terms take immediate effect from the date of their publication.

You accept the Terms by remaining on the Website.

(16.1) Copyright and Intellectual Property

The Website, the Services and all of the related products of the Company are copyright. The material on the Website is protected by copyright under the laws of Australia and through international treaties.

Unless otherwise indicated, all rights (including copyright) in the Services and compilation of the Website, (including but not limited to text, graphics, logos, button icons, video images, audio clips, Website, code, scripts, design elements, interactive features and any documentation created by the company), or the Services are owned and controlled by the Company or its contributors.

All trademarks, service marks and trade names are owned, registered and / or licensed by the Company.

The Company retains all rights, title and interest in, and to the Website and all related Services.

Nothing you do on or in relation to the Website will transfer any:

a) business name, trading name, domain name, trademark, industrial design, patent, registered design, Customer Service Core Principals and Family Service Standards or copyright;
b) a right to use or exploit a business name, trading name, domain name, trademark, industrial design or Customer Service Core Principals and Family Service Standards; or
c) a thing, system or process that is the subject of a patent, registered design or copyright, (or an adaptation or modification of such a thing, system or process), to you.

Use of the Website and the Services is at your own risk.

None of the affiliates, directors, employees, consultants, contributors and licencors of the Company make any express or implied representation or warranty about the Services referred to on the Website, unless otherwise stated in these Terms. This includes (but it not restricted to), loss or damage you might suffer as a result of the following:

a) failure of performance, error, omission, interruption, deletion, defect, failure to correct defects, delay in operation or transmission, computer virus or other harmful component, loss of data, communication line failure, unlawful third-party conduct, or theft, destruction, alteration or unauthorized access to records;
b) the accuracy, suitability or currency of any information on the Website, the Services, or any of its Services related products (including third party material and advertisements on the Website);
c) costs incurred as a result of using the Website, the Services or any of the products of the Company; and
d) the Services or operation in respect to links which are provided for you convenience.

(16.2) Indemnity

You agree to indemnify the Company, its affiliates, employees, consultants, contributors, third party content providers and licensors from and against:

a) all actions, suits, claims, demands, liabilities, costs, expenses, loss and damage (including legal fees on a full indemnity basis) incurred, suffered or arising out of or in connection with the Website Content;
b) any direct or indirect consequences of you accessing, using or transacting on the Website or attempts to do so; and / or
c) any breach of the Terms.

(16.3) Promotional Discounts / Offers:

Promotional discounts may be offered from time to time either by the Company or offered by third party suppliers, and the Company has been given authorisation to market / promote them. This will be clearly identified against each individual promotion or offer. They will be subject to availability and seasonal blackout dates may apply.

17. Travel Products and Standards of Service:

All travel products arranged by the Company are provided by suppliers believed by the Company to be reputable and to operate in accordance with the standards set down by their own local governing authorities. The travel products provided are subject to the supplier’s terms, conditions and limitations. The company accepts no responsibility for them and does not make or give any warranty or representation as to their standard. Any legal recourse you may have in respect of those travel
products is against those suppliers and not against the Company.

Whilst we try (as much as possible), to ensure the Company aligns with suppliers who we feel will provide excellent service to our clients, we make no guarantee, warranty or representation regarding the standard of any product to be provided.

18. Family Concierge Services:

A Family Concierge service is offered to our clients as part of the Bespoke Travel Services. Please refer to our ‘Schedule of Fees’ for a breakdown.

(18.1) Complex Concierge Service Requests. For more complex concierge service requests not included in the ‘Family Concierge Service’ as detailed within the Schedule of Fees, such as extensive scheduling, basic pantry kit / food shopping for arrival, and preparations for a special event, additional costs will apply and will be quoted on an individual case-by-case basis. Please refer to our Schedule of Fees’.

19. Small Business Travel Management

The Company provides Travel Management Services to small businesses based in Western Australia.

These Travel Management Services are tailored to suit each individual small business owners needs and requirements. A consultation will take place to identify these needs; a Professional Fee will be quoted after reviewing the businesses travel management requirements. The booking process associated with this Service is subject to the Terms and Conditions laid out in this document.

(19.1) Employee Experiences WA

Employee Experiences WA is a service offering to businesses based in Western Australia. The aim is for businesses to reward their employees with a travel experience which encourages them to spend time with their family. This is usually performance related, but is not restricted to this. The booking process associated with this Service is subject to the Terms and Conditions laid out in this document. The cost for this Service is quoted on an individual basis and will
be subject (but not limited) to the following criteria:

1. The regularity of the travel experience as an employee reward
2. The complexity of the booking(s) and ongoing management of the booking(s)

20. Privacy Policy:

The Company is committed to providing quality Services to our clients and our Privacy Policy (“Policy”) outlines our obligations.

We have adopted the Australian Privacy Policy Principals (APPs) contained in the Privacy Act 1998 (the Privacy Act). The National Privacy Principles (NPPs) govern the way in which we collect, use, disclose, store, secure and dispose of your personal information.

A copy of the Australian Privacy Principals may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

By providing personal information to us (either directly or allowing another person to do so on your behalf), you agree that this 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 this Policy. If you do not agree with any part of this Policy, you must not provide your personal information to us. If you do not provide us with your personal information, or if you withdraw a consent you have given under this Policy, this may affect our ability to provide Services to you or negatively impact the Services we can provide to you. For example, most travel bookings must be made under the traveller’s full name and must include contact details and appropriate identification (e.g. passport details). We cannot make the bookings for you without that information.

Please take the time to view our comprehensive Privacy Policy which can be located on the Company website.

(21.0) General:

We may modify our Terms and Conditions without notice at any time where such amendment does not substantially affect your rights and obligations. If such changes of our Terms and Conditions substantially effect your rights and obligations, we will notify you by email with these changes as they occur.

(22.0) Governing Law:

Your contract with The Family Travel Company is governed by the laws of Western Australia and you agree to submit to the jurisdiction of the courts of Western Australia to determine any dispute pertaining to the contract.

THE FAMILY TRAVEL COMPANY

Schedule of Fees

The below Professional Fees are exclusive to The Family Travel Company and are in addition to prices quoted from suppliers for travel itinerary components such as, but not limited to, air, accommodation, tours and transport.

All prices detailed are in Australian Dollars and are not GST inclusive.

For Professional Service inquiries please contact Eleanor Chappell
experience@thefamilytravelcompany.com.au or +61 (0) 438 201 901

Bespoke Travel Consultation

FREE (Up to 30 minutes)

Bespoke Travel Professional Fees:

The Black Swan Service

Experience Cost* Description
Basic $480 1 return flight (includes connections), up to 2 accommodations
Mid-Range $680 Multi-city 4 flights (includes connections), up to 4 accommodations
Complex From $1,150 Multi-city 5 – 16 flights with unlimited accommodation bookings

*Cost is per family unit not per person. Cost is based on: up to 2 (two) adults and any dependent children up to the age of 21 years. Bespoke Travel Services for additional adults in any single booking will incur additional fees. For example, 1 (one) additional adult will incur a 25 (twenty-five) % (percent) fee of the relevant Bespoke Travel Planning Service, 2 (two) additional adults will incur a 50 (fifty) % (percent) fee of the relevant Bespoke Travel Planning Service. Where the additional persons total 10 or more in any single booking (children included), this will be treated as a ‘group booking’ and quoted on an individual basis.

Additional Information:

Bespoke Travel for State-wide and nation-wide road trips will be quoted on an individual basis.

Unlimited tour / activity bookings where requested is also included in the Bespoke Travel Fees.

All Bespoke Travel itineraries for Western Australia will be presented (where available), with the purpose of supporting local business.
The Family Travel Company has a portfolio of Western Australian Travel Partners who have been handpicked for their family-oriented service delivery.

The Black Swan Inclusions:

1. Completion of personalised Family Experience Profile;
2. Comprehensive research and professional itinerary development;
3. Booking / management of booking all segments of finalised itinerary
4. Full management of the itinerary through to the return date;
5. Exclusive access to state of the art TFTC app; and
6. Family Concierge Service. (see Family Concierge Service inclusions).

Please refer to ‘Bespoke Travel Procedure’ within the Terms and Conditions starting on Page 3 which contains important information.

Family Concierge Service:

The management of your Family Experience will include a Family Concierge Service covering the following components:

1. Lead all communication with accommodation providers and tourism operators, and manage any special requests;
2. Basic scheduling as part of the professional itinerary development;
3. Research and / or arrange restaurant reservations as requested; and
4. Booking of additional activity components as requested

For more complex concierge service requests such as:

1. Extensive scheduling; and/or
2. Basic pantry kit / food shopping for arrival; and/or
3. Preparations for a special event

These will incur additional costs and will be quoted on an individual case-by-case basis.

Limitations of Concierge service requests which require travel:

Where travelling is required outside of the Western Australia Metropolitan region (but still within the state), additional charges will apply. The services of a regionally located third-party Concierge Service may be utilised where the Company feels appropriate, (after prior consultation with the client).

Although the Company will try as much as possible to facilitate every request, geographical restrictions apply and there may be limitations in certain locations, both local and global. Please speak to your Consultant.

Where additional costs for travel Services are incurred in Western Australia. The rate per KM will be $0.68.

Metropolitan boundaries for travel will be determined by the Western Australia Police Force Metropolitan District Boundaries. This may be subject to change. The Family Travel Company does not have any control over these boundaries.

The Smart Swan Service

 The Smart Swan service is for clients who have planned their own holiday itinerary but require a smart communication and travel management system for organisation and peace of mind. This service provides clients with exclusive access to TFTC app.

Professional Fee: $75

Inclusions:

  • Private account creation
  • Upload and management of all reservation and itinerary documentation
  • Free 15-minute tutorial of TFTC app (if required)
  • TFTC custom destination guide for the clients’ destination country

Clients wishing to use the Smart Swan service on more than one occasion will be required to pay a fee per additional trip thereafter, once the initial account creation and set up fee has been paid.

Professional Fee (per additional trip): $35

 Inclusions:

  • Upload and management of all reservation and itinerary documentation
  • Free 15-minute tutorial of TFTC app and any updates (if required)
  • TFTC custom destination guide for the clients’ destination country

 Additional Services:

Reviewing and Reporting

Clients’ who have planned their own domestic or international holiday and would like to have their current travel plans to date reviewed, and feedback provided with a custom checklist, a quote will be provided based on the complexity of the trip.

Takeover and Management

Clients’ who have commenced their travel planning and reservations, but would like to formally hand over their remaining travel arrangements and management to the Company, a quote will be provided based on the complexity of the trip, the reservations already made, the reservations outstanding, any time required to rectify incorrect reservations.

Clients will be requested to sign over the management off their travel plans once agreed.

Any additional services will be subject the terms and conditions where applicable set out in this document.

WA Experiences:

All WA Experiences display a ‘FROM’ price on the website and / or social media channels. These prices vary depending on the Experience. The cost of each Experience is made up of the following components (but not limited to):

1. Accommodation paired with a tour(s) / activity(s)
2. Exclusive access to TFTC app
3. Local Destination Guide

Please also refer to WA Experiences within The Family Travel Company Terms and Conditions for further information.

The accommodation and / or tour / activity pricing component will be based upon a maximum number of adults and children, and also may be subject to high / mid / low season pricing. Therefore, this is why a ‘FROM price is detailed.

Please refer to www.thefamilytravelcompany.com.au for pricing details for individual experiences.

Individual Experience Components:

Accommodation only reservations (Domestic & International): $20 Professional Fee per booking. The Company does not conduct flight only reservations.

What does the Professional Fee cover?

For accommodation only bookings, a Professional Fee of $20 per booking (not per person) is payable. The client’s booking will be uploaded to TFTC app and an exclusive account created. The Company strongly values delivering consistent high standards; one way we maintain these high standards and effective communication is through TFTC app. This is non-negotiable.

*Please note, depending on the complexity of accommodation only booking requests, an additional Professional Fee may be applicable.

Small Business Travel Management:

These Travel Management Services are tailored to suit each individual small business owners needs and requirements. A consultation will take place to identify these needs; a Professional Fee will be quoted after reviewing the businesses travel management requirements.

Employee Experiences:

Employee Experiences offered are within Western Australia only.
The Professional Fee associated with Employee Experiences is quoted on an individual basis. The cost depends on the individual business’ specific requests and requirements.

General:

All fees stated above are non-refundable unless otherwise stated. The Company reserves the right to amend the listed charges for all Professional Fees (international and domestic), at any time.

Any Services requested which are not detailed above will be considered on a case-by-case basis.