Terms, Conditions & Privacy Policy

Terms and Conditions

FBI Travel recommends you read the following terms and conditions carefully prior to making a booking with us. These terms and conditions form an agreement between you and FBI Travel.

AGENCY:
In organising your travel arrangements, we will use various suppliers, each with their own terms and conditions related to the supply of their particular service. As a result, a separate contract is formed between you and each supplier and it is your responsibility to fully inform yourself of their terms and conditions, where possible we will identify all suppliers related to your booking. FBI Travel is a member of IATA (International Air Transport Association), ATAS (AFTA Travel Accreditation Scheme), the nationally and internationally recognised schemes for travel agency accreditation. This requires us to conduct business in compliance with Australian Consumer Law, and also the IATA / ATAS Charter and Code of Conduct. Our agreement with you is governed by the National laws of the Commonwealth of Australia as well as the State of Victoria.

RESPONSIBILITY:
FBI Travel does not own, manage, control or operate any transportation, vehicle, accommodation or tours. In our capacity as an agent arranging bookings on behalf of suppliers, we rely on them to accurately describe their services whether visually or in writing. Whilst we endeavour to validate the accuracy of their descriptions, we cannot be held accountable for variations or guarantee the performance of our suppliers. If you think the supplier is falsely representing a service, we will endeavour to resolve it directly with the supplier. FBI Travel excludes all liability for loss or damage that may arise from the actions of third-party agents or suppliers. We do not accept liability for any claim for compensation for any damage, loss, injury, delays, cancellation and additional expenses or inconvenience caused by any events which are outside the control of FBI Travel.

It is your responsibility to let FBI Travel know all relevant information regarding the trip and booking process at the time of booking. FBI Travel takes no responsibility for client’s inability to claim points on any rewards program operated by a supplier.

SERVICE FEES AND COMMISSIONS:
To understand the charges for the services we provide, please review our general schedule of fees listed on our website: https://fbitravel.com.au/service-fees/. (For corporate clients with an individually negotiated fee structure, please refer to the separate contract provided to you by your account manager) These fees are charged once the service has been provided and are therefore non-refundable. Please be aware that FBI Travel may receive separate commissions, gifts or financial incentives from third parties under this contract.

PRICES & TAXES:
All prices unless otherwise specified are quoted in Australian dollars. Bookings are subject to availability that can be withdrawn or varied by the supplier at any time before final payment, with or without notice. Prices quoted are also subject to changes (Price changes may occur by reason of matters outside our control which increase the cost of the product or service. Such factors include adverse currency fluctuations, fuel surcharges, taxes and airfare changes), and the price is only guaranteed once paid in full.

Most entry/exit taxes are pre collected by FBI Travel, however certain countries still collect taxes locally at the airport. Please verify with us whether any additional taxes apply to your journey. In addition to taxes collected at the airport many countries also have some form of hotel/bed tax that applies to your hotel/apartment booking, once again please verify with us whether any additional taxes apply to your booking.

BOOKINGS, PAYMENTS AND DEPOSITS:
Payment of our fees is required at the time the services are provided. Payment to suppliers will be based on their deadlines and conditions which will be confirmed to you at the time of booking confirmation. Merchant fees relating to credit card payments will be charged FBI Travel (see details below) and may also be passed on to you if they have been charged by the supplier directly. Accepted forms of payment at FBI Travel are AUD cash, Australian Cheques, BPay, Direct Deposit as well as Credit card (Visa, MasterCard, American Express, Diners). Failure to make payment by due date may result in booking being cancelled and deposit forfeited. Please note that payment is only considered complete once funds have cleared.

CREDIT CARD FEES:
When FBI Travel acts as the merchant on a credit card transaction the following surcharges will apply;
1.1% Visa/MasterCard (3% for overseas registered Visa/MasterCard) + GST if applicable
1.65% AMEX + GST if applicable

CANCELLATION AND REFUNDS:
Unless specifically stated otherwise all deposits are non-refundable in case of cancellation. In addition to any cancellation fees charge by FBI Travel for our services, all suppliers have specific cancellation policies which must be adhered to in order to avoid cancellation penalties. All bookings (including but not limited to airfares, hotel bookings, coach/bus tours, transfers, cruises, ferries, private charters, car rental, insurances) booked may be non-refundable as soon as payments are made. Please verify your specific cancelation penalties with FBI Travel.

In the event of cancellation, it is your responsibility to contact FBI Travel and verify that their message was received to avoid any potential additional cancellation fees that may be incurred due to delayed cancellation. FBI Travel will take no responsibility for any costs associated with clients’ messages not being received or your delaying to inform us of the cancellation. FBI Travel is not responsible for supplier delays in issuing refunds, and refunds will only be provided once the relevant funds have been received from the suppliers involved in the booking.

DOCUMENTATION:
Travel documents may include (but are not limited to) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider. These documents may be subject to certain conditions and/or restrictions, including being non-refundable, non-date changeable and subject to cancellation and/or amendment fees. Travel documents cannot be transferred to another person to use. All airline tickets must be issued in the exact name of the passport/identity holder including any middle names shown. An incorrect name on a booking may result in an inability to use that booking and the booking being cancelled. It is your responsibility to check all documentation we provide you in a timely manner and notify us of any errors to allow us sufficient time to make any necessary corrections. It is also your responsibility to collect all travel documents from us prior to travel.

Whilst we can assist you with general advice in clarifying and obtaining the correct information, you are required to be familiar with the appropriate travel documents required for your trip including passport, visa and health requirements. You are responsible for all entry, exit, health laws, regulations, orders, demands or requirements of countries visited or transited. This includes but is not limited to the minimum validity required by relevant countries on the passport/visa you hold, as well as any re-entry permits you may require for Australia if travelling on foreign passports. Regulations may require us to have copies of valid passports/visas at the time of booking however your passport and visa requirements are your responsibility. We recommend that you check the Smarttraveller website for guidance: https://www.smartraveller.gov.au/. Official travel advice issued by the Australian Department of Foreign Affairs and Trade is available by calling 1300 555 135 or visiting their website www.dfat.gov.au. It is your responsibility to inform yourself about the general health requirements and specific medical advice necessary to take your trip. We recommend that you speak to your doctor as well as check the TravelDoctor website for guidance: www.traveldoctor.com.au.

Please make sure that you familiarise yourself with the above information pertinent to your circumstances prior to booking and once again prior to your departure.

TRAVEL INSURANCE:

FBI Travel highly recommends that all passengers take out Comprehensive travel insurance once any initial deposits/payments are made. It is essential for you and your family to fully understand the potential consequences of travelling without coverage, and the responsibility for those decisions. Failure to take out travel insurance involves sever risk that could result in delayed medical attention and/or severe financial loss.

Travel insurance can protect you in the event of:

Medical emergencies: Medical care abroad can be expensive. Insurance may cover costs such as hospital stays, emergency evacuation, and repatriation.
Trip cancellations or interruptions: Unexpected issues like illness, accidents, or natural disasters can disrupt your travel plans. Insurance can help recover some of the costs.
Lost or delayed baggage: If your luggage is lost, stolen, or delayed, insurance may compensate you for the inconvenience.
Other unforeseen circumstances: Travel insurance can also provide coverage for delays, missed connections, and other potential disruptions.

Freeway Balaclava International Pty Ltd trading as FBI Travel ABN 71 153 266 885 is an authorised representative of the following:

Cover-More Insurance Services Pty Ltd. ABN 95 003 114, AFSL 241713 on behalf of the product insurer, Zurich Australian Insurance Limited, ABN 13 000 296 640, AFSL 232507
Go Insurance is a registered trading name of Go Unlimited Pty Ltd. ABN 74 149 217 925, AFSL 404782
Passport Card Australia Pty Ltd. ABN 76 621 476, AFSL 551057. FBI Travel AR number: 000258148

Any advice provided by FBI Travel about the above products is general advice only. Please consider the Combined Financial Services Guide and Product Disclosure Statement before deciding whether the product is right for you.

This notice is intended to ensure that you are fully informed and aware of the benefits of travel insurance and the risks associated with travelling without sufficient coverage. By declining further assistance from FBI Travel, you acknowledge that you have made an informed decision regarding your insurance needs.

LIABILITY:
To the extent permitted by Australian law, neither FBI Travel nor any of its directors, employees or contractors accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control and is not preventable by reasonable diligence on our part. This liability clause is subject to your rights under the Australian Consumer Law and nothing in these terms and conditions is intended to limit any rights you may have under the Competition and Consumer Act. Agents are not liable for force majeure or any other event which is beyond agent’s control or which is not preventable by agent

FORCE MAJEURE:

Neither party will be liable for any failure or delay in performing any obligation to the other party that is due to any of the following causes, to the extent it is beyond the reasonable control of the parties: act of god, accident, riots, war, terrorist act, epidemic, pandemic, quarantine, outbreaks of infectious disease or any other public health crises, civil commotion, natural catastrophes, governmental acts or omissions, changes in law or relations, national strikes, fire, explosions, generalised lack of availability of raw materials or energy. For the avoidance of doubt, Force Majeure shall not include (a) financial distress nor the inability of either party to make a profit or avoid a financial loss, (b) changes in market prices or conditions, or (c) a party’s financial inability to perform its obligations hereunder.

DIRECT MARKETING:

As an FBI Travel client we will send you our travel information and offers from time to time. You can opt out of these communications at any time by using the opt[1]out function on the electronic communications or call to notify us. We will not provide your information to any third party for the purposes of marketing, only to make the travel arrangements you have requested.

CUSTOMER SATISFACTION:

In the event that you experience a problem during your trip you should contact us as soon as possible so we can assist in rectifying the situation. If this is not possible and you wish to lodge a complaint, please write to FBI Travel within 14 days of your return with copies of supporting documentation. If your complaint is about us (not a supplier) and we are unable to resolve it to your satisfaction, independent review is available to you via ATAS subject to their criteria which can be found here https://www.atas.com.au/complaint

This is the privacy notice of Freeway Balaclava International Travel, trading as FBI Travel. In this document, “we”, “our” or “us” refers to FBI Travel registered in Australia with ACN 059565730.

This policy was published on 13 May 2026.

Introduction:

This Privacy Policy explains how we deal with and protect your personal information. At FBI Travel, we are committed to protecting the privacy and security of our clients and are bound by the Australian Privacy Principles (APPs). We will only collect, use or disclose any information we collect from you in accordance with the APPs and this Privacy Policy. This policy was last adjusted in April 2026 due to the amendments to the Privacy Act 1988.

The purpose of this privacy policy is to set out the approach FBI Travel (ACN 059565730, ABN 71153266885) will take in relation to the collection, storage, use and disclosure of personal information we obtain from persons with whom we deal, including users of our website https://www.fbitravel.com.au/

This is a notice to inform you of our policy about all information that we record about you. It covers both information that could and could not identify you and information.

This policy has been developed in accordance with the Privacy Act 1988 and the Australian Privacy Principles.

We are extremely concerned to protect your privacy and confidentiality. We understand that all users of our web site are quite rightly concerned to know that their data will not be used for any purpose unintended by them, and will not accidently fall into the hands of a third party. Our policy is both specific and strict. It complies with Australian law. If you think our policy falls short of your expectations or that we are failing to abide by our policy, please contact us and let us know so we can improve our service to our customers.

We regret that if there are one or more points below with which you are not happy, your only recourse is to leave our web site immediately.

1. Collection of personal information

We will only collect personal information where such information is reasonably necessary for us to undertake our functions and activities.

Generally, we collect personal information when you enquire or make a booking with us. We may also collect personal information when you email us, write to us, call us or register with us for newsletters or connect via social media with us. The type of personal information we may collect includes but is not limited to name, address, telephone number, email, credit card details, passport information, frequent flyer information and any other details that may be relevant to the service we provide to you.

In certain circumstances, we may collect sensitive information about you such as financial information, ethnic origin, religious beliefs or health information. We will only collect sensitive information with your consent and where it is reasonably necessary or directly related to the provision of our services.

In certain circumstances we may receive personal information about third parties from individuals, when making a booking with us. An example of this would be where a booking is made on behalf of other individuals (such as for family members) and personal information is required. When you make a booking for another person, you are responsible for obtaining their consent to provide their personal information to us and for making them aware of this Privacy Policy. It will be deemed that where this occurs, we rely on the authority of the person making the travel booking to act on behalf of any other traveller on the booking and that in providing this information to us, all individuals are consenting to their personal information being collected and used in accordance with this Privacy Policy.

Note on using our internet sites concerning ‘Cookies’

We use "Cookies". A “cookie” is a packet of information that allows the server (the computer that houses our website) to identify and interact more effectively with your computer. Our website may also store cookies on your web browser in order to improve service for you on your subsequent visits to the website.

The use of cookies is an industry standard and most major websites use them. Most internet browsers are pre-set to accept cookies. If you prefer not to receive cookies, you can adjust your internet browser to disable cookies or to warn you when cookies are being used.

Our website also records other information which is used to improve the structure and performance of the site and to provide users with an improved service. Information collected for this purpose may include, overall usage statistics and information downloaded. However, we do not correlate this information with data about individual users.

1A Like all other users of cookies, we may request the return of information from your computer when your browser requests a web page from our server. Cookies enable our web server to identify you to us, and to track your actions and the pages you visit while you use our website. The cookies we use may last for a single visit to our site (they are deleted from your computer when you close your browser), or may remain on your computer until you delete them or until a defined period of time has passed.

Although your browser software enables you to disable cookies, we recommend that you allow the use of cookies in order to take advantage of the features of our website that rely on their use. If you prevent their use, you will not be able to use all the functionality of our website. Here are the ways we use cookies:

1A.1 to record whether you have accepted the use of cookies on our web site. This is solely to comply with the law. If you have chosen not to accept cookies, we will not use cookies for your visit, but unfortunately our site will not work well for you;

1A.2 to allow essential parts of our web site to operate for you;

1A.3 to operate our content management system;

1A.4 to operate the online notification form – the form that you use to contact us for any reason. This cookie is set on your arrival at our web site and deleted when you close your browser;

1A.5 to enhance security on our contact form. It is set for use only through the contact form. This cookie is deleted when you close your browser;

1A.6 to collect information about how visits use our site. We use the information to improve your experience of our site and enable us to increase sales. This cookie collects information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited;

1A.7 to record that a user has viewed a webcast. It collects information in an anonymous form. This cookie expires when you close your browser;

1A.8 to record your activity during a webcast. An example is as to whether you have asked a question or provided an opinion by ticking a box. This information is retained so that we can serve your information to you when you return to the site. This cookie will record an anonymous ID for each user, but it will not use the information for any other purpose. This cookie will last for [three] months, when it will be deleted automatically;

1A.9 to store your personal information so that you do not have to provide it afresh when you visit the site next time. This cookie will last for [90] days;

1A.10 to enable you to watch videos we have placed on YouTube. YouTube will not store personally identifiable cookie information when you use YouTube’s privacy-enhanced mode.

If you disable the use of cookies on your web browser or remove or reject specific cookies from our website or linked websites then you may not be able to gain access to all of the content and facilities on our website.

2. We may use your information in the following ways:

To provide our services to you. We act as an agent to provide you travel arrangements or to provide goods and services to you. The personal information we collect is used to consider your request and complete it. We use your personal information when you have emailed, phoned, faxed or written to us, to provide you with a response to that enquiry or request. We may respond to you by email, phone, fax or mail when we interact with you for these purposes.

To send you payment and invoicing information. We use your personal information for the purposes of finalising your payment/s to us and to allow us to send invoice/receipt. We may contact you by email, phone, fax or mail when we interact with you for these purposes.

For Marketing to you. We may use your information to contact you regarding special offers or services that may be of interest to you. If you wish to opt-out of receiving marketing communications from us you may do so by contacting us on the contact details in clause 8 or for emails, by using the unsubscribe facility.

For verifying your identity for security purposes. Information which does not identify any individual may be used in a general way by us or third parties, to provide class information, for example relating to demographics or usage of a particular page or service.

3. Disclosure of your Personal Information

You agree that we may disclose your personal information to related or unrelated third parties in the following manner:

To third party suppliers of product or services you have requested. Also, when we obtain information from you specifically to enable you to buy a service offered on our web site by some other person, we assume that in giving us your information, you are also giving us permission to pass it on to the relevant person. For the purpose of providing our services to you, your personal information will be supplied to complete your travel arrangements and will be disclosed to suppliers such airlines, tour operators, car hire operators, hotels and insurance providers. These third parties may be located overseas.

Where required by law, court or tribunal. Where we are required by a law, court or tribunal to provide your personal information, we will provide your personal information in accordance with the requirements or conditions stipulated by the law, court or tribunal.

With your consent. Where we have your consent we may disclose your personal information. If your consent is conditional, we will take reasonable steps to ensure such conditions are complied with.

Our websites contain links to other third party websites. We do not control the content or privacy policies of third party websites you may navigate to. You should check the privacy policy and terms of use of those websites. We cannot be responsible for how third parties deal with any information you provide to them and care should be taken with what information is provided to third party web sites.

We do not sell, rent or share our membership/participant lists on a commercial basis to third parties.

4. Information quality

We will review, on a regular and ongoing basis, our collection and storage practices to make improvements to accuracy and security of your personal information.

5. Access to and alteration of records containing Personal Information.

You may access your personal information that we may be holding in accordance with the Privacy Act 1988.

We will correct our records that contain your personal information as soon as practically possible, at your request in accordance with the Privacy Act 1988.

We do not charge a fee for processing a request to access your personal information or amend your personal information.

If you would like access to your personal information or like to have your personal information corrected, you can do so by contacting us. Further information on contacting us is located in clause 8 of this Policy.

6. Transferring personal information overseas

We will disclose your personal information to third party suppliers you have requested who may be located overseas. The disclosure of such information is necessary to complete any bookings or make reservations. We have no control over what any third party suppliers may do with your information. If you provide information to us with a view to it being read, copied, downloaded, or used by other people, we accept no responsibility for what that third party may do with it. It is up to you to satisfy yourself about the privacy level of every person who might see your information. If it is available to all the World, neither we nor you have no control whatever as to how it is used.

7. Agreement

By using our service or our website, you signify your assent to this Policy.

From time to time we may change our privacy practices. Where changes have been made to this policy we will publish those changes on our website. We reserve the right, at our discretion, to change, modify, add or remove portions of this Policy at any time.

Please check this statement periodically for changes. Your continued use of our websites and services following the posting of changes to this Policy will mean you accept those changes.

8. Contact us if you have any questions, complaints or require a copy of information we hold about you

When we receive a complaint, we record all the information you have given to us. We use that information to resolve your complaint. If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is.

FBI Travel has a rigorous complaint resolution process to ensure that all client feedback is handled promptly and that there is an improvement process resulting from the feedback. All feedback is entered into FBI’s Client Service Register. The Client Service Register is a database that logs and tracks all client feedback (both positive and negative). The database enables FBI Travel to identify training requirements, system enhancements and trends in supplier errors (feedback which is passed on to suppliers). All complaints are passed to the Team Leader as first point of contact. The Team Leader will contact the complaint initiator (and traveller if required) within three business days of the original complaint and explain the resolution process timeframe. We find that most complaints are operational in nature and are best handled, at least initially, by Team Leaders.

Supplier Related Complaints:

The Team Leader will contact the relevant supplier immediately to verify and investigate the complaint and initiate the required resolution. If a resolution cannot be obtained within 7 days, the Team Leader will escalate to the Division Manager. In all instances, FBI Travel will seek to obtain a written response from the supplier and forward to the complaint originator.

FBI Travel Related Complaints:

The Team Leader will investigate any FBI Travel related complaints immediately and provide a verbal response within 3 business days. If a resolution cannot be obtained within 7 days, the issue will be escalated to a Division Manager. FBI Travel will provide a written response within 14 days.

If you have any questions or would like to lodge a complaint about this Policy or an alleged breach of the Australian Privacy Principles, or you would like to request copies of the information we hold about you, please either call us, email or write to us. Our contact information is listed below:

Phone: +61 3 8573 0900 or 1800 359 324

Email: enquiries@fbitravel.com.au

Address: 125 Hawthorn Road, Caulfield North, VIC, 3161, Australia

You can also obtain further information at the Office of the Australian Information Commissioner http://www.oaic.gov.au/.