Within this FAQ section we will try to answer as many of your questions as possible. Should you not find the suitable answer to your question within this section, please send us an email or call our office on               07 5526 2855         07 5526 2855 or toll free on               1800 242 353         1800 242 353.

INTERNET REGISTRATION AND ACCESS

Why can't I see prices & availability for some of your holidays or accommodation?
Our site offers a direct link into our reservation system which enables us to offer you an online booking engine for a wide variety of holidays. This also allows us to update prices on a regular basis and offer you up-to-date information when you require it. To get access to our live reservation system we ask you to send us an e-mail with your personal details (name, phone number and e-mail address) as well as a preferred 6 digit number (your future password) and we will sign you up straight away and give you full access to our interactive reservation system! An e-mail will be generated to you confirming your login and password details.

Can I register my details to receive special offers via email?
Of course - just sign up to our newsletter on the homepage and we'll send you the latest special offers and hot deals direct to your inbox. It's a great way to find out about the great deals we have to offer and rest assured you can unsubscribe at any time if you no longer want to receive the emails.

I'm experiencing problems accessing the site - what should I do?
If the Internet is busy or your connection to the web is slow, you may experience problems accessing or downloading sections of the site. As such this is out of our control and we recommend you contact your ISP (Internet Service Provider) for advice if the problem persists. If our systems are unavailable or our site is undergoing maintenance then you will see our holding page. We will endeavor to keep these disruptions to a minimum. For all other technical problems please fill in the details of the problem in the email form on our Contact Us screen; or call us on               07 5526 2855         07 5526 2855.

PRICES AND PACKAGES

How up to date is your price and availability information?
We generally update prices and availability in our database as soon as changes occur. When you choose to book a particular package we generally link directly into our suppliers systems to retrieve any updates to pricing or availability.

Can I book online at any time of the day or night?
Currently you can book most travel arrangements directly online 24 hours/day Some of our escorted tours and cruises need to be booked with our office between the hours of  8.30 am to 5.30 pm, Monday to Friday. Confirmations will be generated by our office shortly therafter if your selected product is available. Sometimes we need to send off your request to our local overseas office and ask for additional allocation or for products to be confirmed. In this case your confirmation might generate within 24-48 hours.

How late before my departure can I book my hotel?
Generally you can make a hotel booking up until 2 days prior to your arrival at the destination, without incurring penalty fees if you are subsequently required to cancel.   At certain times, during trade fair periods, special events, etc, cancellation fees will apply as soon as the confirmation is received by you. We will require a credit card guarantee to book services during these special periods.

Are the prices listed on your site quoted per room or per person?
All website and brochure prices for accommodation are quoted on a per room basis. All transfer, ferry, rail and tour prices are quoted per person.

Are taxes included in your prices?
Local government taxes, fees and charges are included in the prices listed in our website and in our brochures. Other possible taxes such as visitors tax or foreign taxes may be exclusive but will be pointed out on the website.

Is breakfast included in the price of accommodation?
All European hotels offer breakfast (buffet or continental) in the price. This information is listed under the hotel information and also in the the overview of the hotels. However, hotels outside Europe generally do not include breakfast in their price unless it is stated so.

Why cant I book the specific tour package that I want?
If you are searching for a tour or a holiday/ski package that you have seen in our brochure or on the tour information sheet featured on our website, please remember your prefered tour departure date and the length of your holiday/tour and input this information correctly in the live reservation system to make the booking. Please also remember that some holidays are not available throughout the year and might be seasonal. Sometimes we can't display all the holidays that are featured in a particular brochure (such as fly-drive holidays) due to system limitations. If you still have no luck, please contact us on               07 5526 2855         07 5526 2855 or toll free on               1800 242 353         1800 242 353

How do I know you've got my booking?
Once you complete our booking process and we confirm your booking, you will receive a confirmation/invoice email to the address that you have provided to us. This will contain your holiday details, costs and booking number. If you don't receive this confirmation please call reservations on               07 5526 2855         07 5526 2855 or toll free on               1800 242 353         1800 242 353.

When will my travel documents be delivered?
Tickets, vouchers and other travel documents for advance bookings will be available onsite for you to print or will be dispatched by post, within 10 working days from the date we receive your payment, if you prefer. If you don't receive your documents, please call us on               07 5526 2855         07 5526 2855 or toll free on               1800 242 353         1800 242 353. Documents for late bookings will be faxed or e-mailed to you. Some rail and ferry tickets need to be posted to you or must be collected from our suppliers' office overseas. When this is the case, you will receive a voucher with a reference number and notification of the pick-up point or delivery information by our overseas supplier. If you are booking very close to departure date, it may not be possible to notify you of where to pick up the tickets and in this case, you should contact our local supplier by phone, or go to their office to collect documents.

What if I want to change an aspect of my holiday?
You can amend your bookings at any time. Please note however that if the amendment is done after ticketing or after your departure from Australia, most overseas operators and suppliers charge an amendment fee for each person named on the booking and for each details of the booking which are changed. Itinerary changes (to departure date, airport, flight time, duration, destination or accommodation) are subject to the availability status at the time you amend your booking.

Can I cancel my holiday online?
No, this isnt currently possible. If you need to cancel any of your bookings, please call us on               07 5526 2855         07 5526 2855 or toll free on               1800 242 353         1800 242 353. Cancellation charges will apply and are normally calculated on a sliding scale; with the charge increasing the closer you are to your departure date. Please refer to our booking terms & conditions which are detailed throughout our brochures and on this website for more details regarding cancellations charges.

Where can I collect my tickets?
When you book your tickets online, these will be delivered to the address you specify at the time of booking. If you want to have your tickets delivered to a different address please call us               07 5526 2855         07 5526 2855 or toll free on               1800 242 353         1800 242 353

PAYMENTS

Do I have to pay a deposit? When do I pay the balance of my holiday?
Deposits are applicable for all holidays packages and are due within 7 days from holiday confirmation, as shown in the payment section of your invoice/confirmation. We will also tell you when the balance of the payment is due. If your booking is made less than 6 weeks before your departure date, full payment is required.

Can I pay for my holiday all at once?
Of course. If you are booking more than 6 weeks before departure you can choose to pay the deposit amount or the full amount, whichever you prefer.

What form of payment do you accept?
We accept payment by cheque, money order, cash, direct deposit, moneydirect, enett as well as Visa, MasterCard, American Express and Diners cards. Credit cards must be issued in  Australia. Credit card handling fees of 1-3.8% are charged on credit card transactions to cover the costs imposed by credit card companies and banks. No handling fee applies to transactions made by cheque, money order, cash, direct deposit, moneydirect and enett.

What will you do with my personal information?
Please see our Privacy Policy for details on how we use your personal information. Rest assured that unless you agree to it, we will not use your information for marketing purposes. We use the personal information you give us when you book your holiday to administer your booking effectively.

Can I buy or use my Eastern Eurotours and Mediterranean Holidays vouchers?
To use these vouchers for payment simply call our office on               07 5526 2855         07 5526 2855 or toll free on               1800 242 353         1800 242 353.