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If you would like to discuss an existing booking or if you have a Refund Credit Note, our Customer Service team will be able to assist you.
Please call 020 8106 2405
Wednesday 23rd December: | 09:00 - 17:30 |
Thursday 24th December: | Closed |
Friday 25th December: | Closed |
Saturday 26th December: | Closed |
Sunday 27th December: | Closed |
Monday 28th December: | 10:00 - 17:00 |
Tuesday 29th December: | 09:00 - 17:30 |
Wednesday 30th December: | 09:00 - 17:30 |
Thursday 31st December: | 09:00 - 16:00 |
Friday 1st January: | Closed |
Saturday 2nd January: | 09:00 - 17:30 |
Monday to Friday | 9am – 5:30pm |
Saturday | 9am – 5:30pm |
Sunday | Closed |
If you would like to discuss or need assistance with an existing booking, please send us an email
We'll get back to you as soon as possible.
Please send any mail to the below address.
Austravel
Origin One, 108 High Street, Crawley, West Sussex, United Kingdom, RH10 1BD
Payment requirements
To make a payment you will require:
- Booking reference
- Lead passenger surname
- Departure date
The full balance of your holiday must be paid no later than 14 weeks before departure, or your holiday may be cancelled and charges made accordingly. Where travel is within 14 weeks of the booking date you must pay the full amount at the time of booking.
Cheques require five working days to clear. We cannot accept cheques that will not clear at least 14 weeks before departure.
How do I amend an existing booking?
If you want to change your booking (e.g. departure date, airline, airport, excursions, the number of people booked to travel, or to transfer to another Austravel holiday), we will do our best to help.
We charge a minimum Amendment Fee of £35 per change plus any non-refundable costs arising from the contract terms of our suppliers. However, if you change your booking within 69 days of departure, the cancellation charges will apply. In the case of name changes, the applicable costs and/or cancellation charges will apply as appropriate.
Important Note: Name changes and/or departure changes are not always permitted by airlines. Most treat name changes as cancellations and charge accordingly. These charges will be passed on to you in addition to any other Amendment Fees. Once airline tickets have been issued, any changes made to the ticket(s) may result in you having to pay for the cancelled ticket(s) and purchase a new ticket(s) at full cost.
When the price is dependent on the number of people booked into the accommodation and you wish to change that number, the price will be recalculated based on the new party size. Any increase in price per person payable as a result of a part cancellation is not a Cancellation Charge. A separate Cancellation Charge will be levied in respect of bookings cancelled. A new confirmation invoice will be issued with Cancellation Charges shown.
How do I cancel an existing booking?
You or any member of your party may cancel your booking, or part of it, once it has been confirmed, but the instructions will only be valid if put in writing and signed by the person who made the booking, i.e. the lead passenger.
To cover the expense of processing your booking, we will apply a Cancellation Charge as shown below. The amount payable depends on when we receive your written instructions - the more notice you give, the less we will charge. If you have to cancel for reasons covered by your insurance policy you should be able to recover your cancellation charges.
Time before departure when cancellation instruction is received by us | Cancellation charge as a % of total holiday cost (excluding any insurance premiums and any amendment fees already paid to us) |
---|---|
70 days or more | Loss of deposit |
69 - 56 days | 30% or deposit if greater |
55 - 37 days | 50% or deposit if greater |
36 - 23 days | 70% or deposit if greater |
22 - 12 days | 90% or deposit if greater |
11 - 0 days | 100% or deposit if greater |
In certain cases the carrier or hotelier may apply a higher cancellation charge. Please check at the time of cancellation. Other holiday arrangements may have higher charges.