TravelOnline Questions & Answers

Hi Paula, This can depend on their airline you are flying with and the fare type you have selected. If you can please provide your TOCS booking reference I can have your consultant look into this for you. Alternatively, you can email your consultant directly and they will be able to assist you with this.

Thank you! OLRNJM

Hi Paula, We require your TravelOnline booking reference which should start with TOCS

Sorry so many code and references . TOCS355421EKB

Thanks Paula, I've passed this on to your consultant Emma and she will be in touch to assist you.

Hi Terry,

Trip A Deal is actually a competitor of ours so we are unable to comment on their reputation.

We also don't offer any tours to Malta or Cyprus. You may be better off asking this question on the Trip A Deal page.

Hi Greg, Thailand are reintroducing COVID entry requirements effective today 9 January to 31 January 2023 which are: - Travellers arriving in Thailand must have proof of full vaccination; OR proof of recovery from COVID in the last 6 months; OR you may provide a vaccine-exemption letter from a doctor. Travellers who are unable to present such documents will be subjected to a COVID test at port of arrival.

- Travellers under the age of 18 years are not required to show proof of vaccination.

- Travellers are not required to obtain a Thailand Pass or Certificate of Entry (COE). There is no need to download any mobile app.

However after 31 January they will relax these restrictions.

Travel Insurance is still highly recommended when you travel to Thailand.

You can read more here external link 

In regards to the tobacco, you may take goods out of Australia as long as the goods have a value of less than AUD$2000. If the goods have a value of more than AUD$2000 they must be declared on an Export Declaration. However Thailand only allows 200 cigarettes or 250g of tobacco products to be brought in.

Hi Greg, Just a quick update to let you know that the entry requirements that were reintroduced yesterday and were due to be in place for travellers arriving up to 31 January 2023 have now been revoked. For travellers departing Australia you may enter as normal meaning you are not required to show proof of vaccination.

Full details can be found here: external link 

Rules apply from 1 October 2022: external link 

When we change planes in changi do we rebook bags or do ground crew put it on Singapore airlines for us

Hi Greg, When you check your bags for your flight they are put through to your final destination so when you get off the plane in Changi there is no need to worry about your bags, the ground crew will transfer these to your next flight. The only time this would not apply is if you book two different airlines for each leg of the journey but this is not something that we do.

Hi Ang, You should have already been sent your airline tickets. Please be sure to check your junk and spam folders in case they have accidentally become trapped in there. If you're still unable to locate them, please provide your TOCS booking reference and we will resend them for you.

If you are travelling with travel on line they will send you a travel voucher which you print and take with you to the airport check in.

Hi Matthew, Unfortunately not all hotels provide us with live availability and Hamilton Island is one such case. The calendar on our website displays the dates that a certain deal is available however not all room types may be available on these dates.

The hotel does provide us with allotment, meaning an inventory of rooms that are guaranteed to be ours, and sometimes we still have availability on these where the hotel is sold out direct. In other instances where we don't have allotment, we send a request off to the hotel and if the room is unavailable they will provide us with some alternative options or dates which we can then offer you.

If you'd like us to double check availability for you before submitting your booking request, please email us at res@travelonline.com with your preferred dates and room type and we can check the availability for you.

This was a great question. If your website says there are rooms available and I click book now with a deposit, if the room doesn’t end up being available will I receive a refund if the deposit or will I be stuck with flights and no accommodation? Thanks

Hi Holly, Thanks so much for your question. If you do request a booking that ends up not being available we do not charge you the deposit amount. Your card is not charged and your flights are not issued until we receive confirmation from the property of your booking. At that point we then charge your card for the deposit amount and issue your flights.

Thanks Travel Online

Hi Lisa, We apologise for the difficulty in getting in contact with us. As more international borders have reopened, everyone is very excited to travel again and as such we have been inundated with requests. We are currently experiencing extremely high volumes of phone calls and email enquiries.

Our team are doing their best under the circumstances however we apologise for any delays and appreciate your patience and understanding.

We have also been dealing with staff shortages due to Covid and a smaller workforce as we try to get our business back on track after these last few difficult years.

We sincerely apologise for any delays or inconvenience caused and acknowledge that this is certainly not the level of service that we pride ourselves on.

If you can please provide your TOCS booking reference, I will have a consultant get in touch to assist you.

Thankyou Kristy has made contact

Hi Ray, You should have received all of your travel documents by email. Be sure to check your junk and spam folders in case they have been lost in there. If you're still unable to locate them, please provide your TOCS booking reference and I will have a consultant resend your vouchers to you.

Hi Bill, This may be possible, however it will depend on the supplier and their terms and conditions. If you can please provide your TOCS booking reference I can have a consultant look into this for you.

Hi Renae, We apologise for any delays in receiving a response. We are currently experiencing extremely high volumes of phone calls and email enquiries. Our team are doing their best under the circumstances however we acknowledge that this is not the level of service that we usually provide.

If you can please provide your TOCS booking reference, I will have our Reservations Manager look into this for you and contact you to assist in booking your flights.

Thank you #283254

Hi Renae,

Thank you for that information. I have passed this along to our Reservations Manager who will be in touch to assist you.

Thank you so much for your help. I was contacted not long after these messages and by afternoon we had our flights booked and confirmed and itinerary emailed through.

Hi Renae,

Fantastic, I'm so glad to hear that everything was able to be sorted out for you. Again we apologise for any delays and appreciate your patience. We hope you have a wonderful time on your trip!

Hi Janine, We acknowledge it has been a difficult time for our business and the travel industry in general. Although some customers have not been 100% happy with some of the credit and refund terms and conditions that we have had to adhere to, we've tried to do our best under the circumstances. We still have many happy customers with a 5 star review for a trip to Hawaii as recently as 2 weeks ago.

An overwhelming amount of our reviews are positive, with 1,106 reviews 4 stars and above out of a total of 1,216. We are very proud of our 4.6 rating after a turbulent couple of years and this rating far out performs many of our competitors. Our previous awards given to us by ProductReview are a testament to our long standing reputation for outstanding service.

Of course we'd be happy to discuss any specific concerns with you further, please feel free to reach out to us with any questions.

I never complain unless I feel it necessary. I’m not that person who would waste my time. All I can say is if you choose to use this company, I hope that you have a much better experience than I did.

Hi Pedro,

I have sent you an email regarding your queries, I look forward to your reply

Thanks, Marleen Reservations Supervisor

Hi Maher, Apologies for the difficulty in getting through, we have a number of team members out sick currently so we are a bit short staffed. We are also dealing with an extremely high volume of phone calls and emails due to last minute cancellations due to customers testing positive for COVID as well as assisting customers who have tested positive to COVID whilst overseas. We are also helping to assist customers whose plans have been impacted by cancellations due to hazardous operating conditions as a result of the ash cloud from the Hunga Tonga-Hunga Ha'apai volcanic eruption over the weekend.

Please bear with us as we navigate this challenging time. Our team are doing their best to assist all customers in a timely manner and are working through emails and call backs in departure date order. We think this is the most efficient way to assist our customers during these challenging times. We understand this may be frustrating for you, having to wait longer than normal for a response and we sincerely apologise and thank you for your patience and understanding.

I have passed your information along to our reservations team and marked it as urgent, so they will be in touch shortly.

Hi Ashley, I can see that our consultants emailed Brooke yesterday afternoon at approximately 2.30pm with the below advice: Hi Brooke Thank you for your email. Unfortunately all the airlines are reducing their flights in to Fiji for the next couple of months.

There is no other direct flights with Fiji Airways on the 1st besides the flight they have moved you on to. There is also no direct flights on the 7th of March either if we wanted to extend your holiday by a day. There is however the same flight home you are currently on for the 8th of March. I know its not ideal but we could extend your holiday to make up for the lost day? If it’s a direct flight we can do a free of charge change however if you wanted to look at a flight via Sydney on the 7th you would need to pay for the Sydney to Melbourne leg?

----------------------------------

We sincerely apologise for the difficulty in getting through or receiving a response. This is not the level of service that we pride ourselves on, however we are currently shortstaffed due to a number of our team members being out sick. We are also currently dealing with a number of last minute cancellations as well as customers who have tested positive to COVID while on holiday who we are also assisting. Our team are trying their best to get back to all customers as quickly as humanly possible.

We also apologise for the inconvenience of having your flight schedule changed. Although this is controlled by the airline and completely out of our hands, we understand that it is frustrating and would like to help you amend your plans. Based on the advice given in the email yesterday, we will await your instructions on how you wish to proceed. If you would still like a call from a consultant, please let me know and I will have someone contact you.

Hi, yes they did, but that email is EXTREMELY confusing!!! I have gotten in touch with someone who is passing me on to management. Please be more clear with your emails, as they are impossible to make sense of, it almost feels intentionally confusing.

Hi Marianne, We apologise that you are having difficulty in getting through. We are currently experiencing an extremely high volume of calls and emails. Our team are trying their best to get back to everyone ASAP and we appreciate your patience. If you can please provide your booking reference number I will have your consultant get in touch with you.

My Booking Reference is TOCS312937. I have paid for the accommodation but have not received any confirmation of payment or the travel documents. This is urgent and I need a response as soon as possible.

Hi Marianne, Thank you for providing that additional information. Your consultant has resent your travel vouchers. Please let us know if you do not receive them. Have a wonderful trip!

Thank you, I have now received my travel voucher.

Hi Micah, I can see you have been in touch with Marleen and Liam in our reservations team. As explained by them, your credits are being held by Fiji Airways, not us. Unfortunately this means we are governed by their terms and conditions and at this stage they are not issuing refunds.

As mentioned, the price increases are due to your youngest child no longer being classified as an infant as well as tax increases levied by Fiji Airways. Again, these prices are out of our control and we have no bearing on them or ability to control them.

We understand that the process of booking, cancellation, rebooking and subsequent cancellations can be a bit confusing and along with the flight credit breakdown that Marleen sent you back in February, we'd be happy to help you navigate the rebooking process to ensure you get the best outcome.

Our customers with credits on file are at the top of our list and now that travel to Fiji is finally back on the table we want to help you take advantage of the great deals on offer and book in your preferred dates before rooms sell out. Our trained consultants are experienced in dealing with these difficult times and will be able to update you with the latest information and pricing from the airline so your best bet is to contact your consultant.

We appreciate this has been a very difficult time and look forward to helping your family to book an amazing holiday to Fiji after waiting for so long!

Hi Margaret,

We'd certainly be happy to follow this up for you and find out exactly what is happening with your refund. Can you please provide your TOCS reference number so that we can locate your booking in the system and give you an update?

Hi Margaret, I passed your concerns on to our Reservations Manager who was able to locate your booking in our system. I believe she has since reached out to you to update you on the status of your refund. The airline has refunded your airfares way ahead of schedule which is great news! We received your refund request on the 7th of August and are very pleased to report that we received the funds back from the airline on the 28th of September, far ahead of the 180 days the airline had originally told us it would take. Upon receipt of these funds you were immediately added to our refund queue which has an approximate 12 week turn around due to the extremely high volumes of refunds that our accounts department is currently processing. You may receive your funds sooner than this, but we like to give our customers the most realistic timeframes in order to avoid disappointment. We understand this is frustrating, however we appreciate your patience during this unprecedented time. Our team is doing their best to assist all customers as quickly as possible.

Hi John,

I believe your consultant Fiona has reached out to you today to give you an update on this.

Please check your emails for correspondence from her regarding your refund.

Kind Regards,

TravelOnline Team

As I'm sure you can appreciate this situation is changing very rapidly and we are doing our best to keep up with it all and help as many people out as we can. Previously we were bound by the terms of the airlines and hotels however over the weekend the airlines announced they will relax their change or cancellation policies and we are happy to pass that same flexibility on to you. I encourage you to contact your consultant again so that we can assist you based on these new developments.

Hi Kym, we have a few different payment options. You can find more information about them here: external link 

Yes you can with HSBC Card 12 Months Interest Free

Hi There, Please contact our reservations team on 1300 883 887 and they will be able to assist you with your booking.