Frequently asked questions

What if I need urgent consular assistance?

You can call the 24-hour Consular Emergency Centre, operated by the Department of Foreign Affairs and Trade: Phone: 1300 555 135 or +61 2 6261 3305.

When overseas, how do I contact Travelplan in an emergency?

If you urgently need to make travel changes after commencing your trip, it is best to contact service providers directly, such as the airline, hotel or your travel insurance.  Travelplan is also contactable from overseas in a genuine emergency:  

Business hours phone: +61 2 9958 9700. 
After hours phone: +61 2 9007 2455.
Email: e911@travelplan.com.au.

What are the rules for taking liquid, aerosols and gels through security onto international flights?

Liquids, aerosols and gels include items such as drinks, creams, perfumes, sprays, gels, toothpaste, lipstick, lip balm and similar substances. If the items are greater than 100ml, place them in your check-in baggage. If you want to take items through the screening point make sure:

·         Each item is 100ml or less

·         All items fit in a transparent one-litre bag

·         The bag is sealed

·         Only one bag per person

At many airports you will able to purchase or collect items like duty free and drinks after you have passed through the screening point for your international flight. For more information, visit http://www.dotars.gov.au.

What do I do if I need a Visa?

Please advise Travelplan if you wish us to make any necessary visa application on your behalf.

Do I need a Visa to visit USA, Canada, Japan, France, Austria, Italy or Switzerland?

No visa is required for Australian passport holders provided you are eligible to participate in each country’s visa free entry provisions. However, you must tell Travelplan if you have been arrested or convicted in respect of any offence or breach of law.  Non disclosure of this information may lead to you being refused entry on arrival in certain countries.  In that event, we take no responsibility whatsoever. If you are uncomfortable discussing this with Travelplan, or have any other queries regarding your eligibility, you should contact the appropriate consulate as soon as possible.

How long must my passport be valid for?

It is recommended that your Australian passport has a validity of six months after your return date to Australia. Please note that your passport must be in the same name as your booking or you will not be allowed to board your flight.

Do I need travel insurance?

All passengers need to travel with adequate travel insurance cover. A comprehensive policy must be taken out at the time of booking. Travelplan can arrange this cover on your behalf.

Are my travel itinerary details kept private by Travelplan?

In the event that an accident, disaster or emergency is reported to have occurred in a country you may be travelling, Travelplan may be required to disclose to the Australian Government Department of Foreign Affairs and Trade details of your itinerary and contact details within Australia and overseas.

Why are flight details on my itinerary different to those appearing on my airline tickets?

Airlines often adjust their flight schedules. Therefore, flight details showing on your itinerary may not match those on your airline tickets.  Please refer to the flight details on your itinerary and not the flight numbers and times that appear on your tickets. You may like to confirm flights are due to depart on-time using an airline’s website or phone service.

Airline Phone Numbers (Australia) 
Qantas: 131 223  United: 131 777  JAL:  +61 2 9272 1111  Air Canada: 1300 655 767

What do I do in regards to airline loyalty programs?

Feel free to advise your travel consultant of airline loyalty program membership numbers prior to your departure. Upon check-in please confirm with the airline staff at the airport that your membership number has been registered in your booking. If it has not been registered please request that they issue you with a new boarding pass showing this number. Most airlines only allow a limited time frame for you to claim back your points if they have not been recorded. It is always a good idea to retain your boarding passes for each flight, until your points are credited.

How can I offset carbon emissions related to my Travelplan booking?

Visit Travelplan’s website and click on the “CO2 Offset Your Trip” button. When you offset the carbon emissions from your Travelplan booking, the Carbon Reduction Institute prevents the exact amount of greenhouse gases your trip produces from entering the atmosphere by investing in energy efficiency and renewable energy projects.

If you have any further questions, please do not hesitate to contact Travelplan.