Frequently Asked Questions

Bookings, Reservations and Payments

How do I book?

To proceed with a booking please click on the red "CLICK HERE TO BOOK NOW" button at the bottom of your quote and submit a booking form. Once we receive this your request will be actioned.

Is it available?

Due to differing Hotel systems, live availability cannot always be checked at the time of quoting and the time lapse between your quote and booking request can mean a room may be sold. Your booking requests are automatically sent (24 hours a day) to the Hotel or Supplier for confirmation. Final Confirmations on booking requests are generally within 24 hours (up to 48 hours over weekends) Until you have received a confirmation of your booking, it is on a request basis and your payment will not be processed until final confirmations are received.

How can I contact you?

If you need assistance we are happy to help. You can either email the Travel Consultant on your Quote or you can phone our Reservations department on 1300 883 887 or if you are calling from outside Australia +61 7 3804 8411 and ask for the Consultant handling your booking. Please have your Quote reference number ready. (it starts with QW....)

Our office hours are Monday to Friday 8.30am to 5.00pm (Brisbane, Qld time). Outside of these hours we have staff processing bookings who are contactable available via email at

What if I don't hear from you after I have made the booking request?

We respond to all booking requests. It's possible our emails may be filtered out by some Spam programs, so please check your Junk folders just in case. If you do not receive a response from us please contact your Consultant by email or by phone 07 3804 8411 or for urgent queries email

Hotmail/Yahoo addresses: If you have a Hotmail or Yahoo email address, please check your junk mail folder as these providers often send emails/PDF's straight there and not to your inbox.

How can I tell if you are a reputable company?

Travel Online is a member of AFTA, ATAS and IATA. This can be verified by clicking on the links below

When will my credit card be charged?

Your card will only be charged if the booking has been confirmed exactly as quoted. If we are unable to confirm your booking as quoted, you will not be charged.

Do you charge Merchant Fees?

We charge Merchant Fees on deposit and final payments of 1.37% for Credit Card payments and 1.10% for PayPal payments. To avoid Merchant Fees on your final payments you can pay through BPay using your credit card, debit card, savings, cheque or transaction account. You can also pay using direct deposit to avoid the Merchant Fees.

What if I have special requests?

The booking form gives you the opportunity to let us know your special requests. All requests are passed onto the property and these will be accommodated by the property where ever possible.

Please be aware that room location & early check-in/late check-out requests cannot be guaranteed.

What does my quote include?

All inclusions are outlined in your quote. For example, unless breakfast is specifically mentioned, the quote is for room only. Please note that Package Prices promoted on our website often include items such as transfers and tours. These items need to be selected in your Quote.

The rule to remember is: If it's listed on your Quote, it's included in your package.

Items such as transfers and tours listed on Specials may not be complimentary. They form part of the total package price.

Is my quote per person or the total for my group?

The cost on your quote is for the total number of people travelling in your group.

I do not like entering my credit card details online

As secure delivery of your credit card information is essential, we use Secure Sockets Layer technology, and public-key security. During transmission of your credit card details, the encryption software will transfer your information from your browser to our server in an encrypted form that eliminates any possibility of the information being intercepted enroute over the internet. You may advise credit details by phone, however we do not recommend it.
We also offer PayPal as an alternative payment method, it is easy to checkout using PayPal.

What if I do not have a credit card?

Contact your consultant via email and you will be advised on other payment options. We offer multiple payment options such as PayPal and Direct Deposit.

What is a Stay/Pay?

A Stay/Pay deal is where you pay for a certain number of nights and receive some nights free of charge.

Example: Stay 4 Nights/Pay 3 Nights - The total stay is 4 nights but you only pay for 3 nights - 1 night is free.

Are there any specials?

All current specials are shown at the time of quoting. For all specials please refer to our specials.

What if I need to cancel or amend my booking?

Please see our Terms & Conditions for full details.