FAQ's

1. What is AU Customer Support?

AU Customer Support is an online travel agency (OTA) that helps customers search, compare, and arrange travel services through our online platform and customer support channels.

Depending on availability, our services may include flight and accommodation bookings and other travel-related services offered through third-party travel providers.

2. How can I make a flight enquiry?

You can contact AU Customer Support by telephone or email.

Telephone: 02 9191 9747
Email: info@aucustomersupport.com

Please provide your departure city, destination, preferred travel dates, number of passengers, and any other relevant requirements.

Our team can then assist you with available travel options.

3. How do I make a booking?

You can submit your travel requirements through our website or contact our support team.

Once you select a suitable travel option, we may request the passenger and contact information required to complete the reservation.

A booking is considered confirmed only after the applicable payment and confirmation process has been successfully completed.

4. Are flight prices guaranteed when I receive a quote?

Flight prices and availability can change frequently.

Fares depend on airline availability, demand, fare class, travel dates, taxes, fees, and other factors.

A quoted price is generally not guaranteed until the booking has been successfully confirmed and the applicable payment has been processed.

5. Can I book international flights?

Yes. AU Customer Support can assist with domestic and international travel enquiries, subject to available routes, airlines, destinations, and applicable travel requirements.

For international travel, passengers are responsible for ensuring that they meet the applicable passport, visa, transit, and entry requirements.

6. Can I book a flight that starts outside Australia?

Depending on the available airline and itinerary, we may be able to arrange bookings where the journey originates outside Australia.

Please contact us with your departure location, destination, travel dates, and passenger requirements.

7. Can I change my booking after it has been confirmed?

Changes may be possible depending on the airline, fare type, ticket conditions, and availability.

Airline change fees, fare differences, supplier charges, and applicable AU Customer Support service fees may apply.

Contact us as soon as possible if you need to make a change.

8. Can I cancel my booking?

Cancellation depends on the fare rules and terms applicable to your booking.

Some fares may be refundable, while others may be partially refundable or completely non-refundable.

Any applicable airline, supplier, payment, or service charges may be deducted from the amount refunded.

Please contact our support team before cancelling your booking.

9. How long do refunds take?

Refund processing times vary depending on the airline, travel provider, payment method, and type of booking.

Once a refund has been approved, the processing time may depend on the relevant airline or supplier.

We will assist with the refund process where applicable, but we cannot control processing times imposed by third-party providers.

10. What baggage allowance is included?

Baggage allowances vary according to the airline, route, cabin class, fare type, and ticket conditions.

Your applicable baggage allowance should be checked before travelling and may be displayed on your booking confirmation or e-ticket.

Additional baggage may be available for purchase, subject to the airline's rules and fees.

11. Can I check in online?

Many airlines provide online check-in.

Online check-in availability, opening times, and procedures differ between airlines.

Passengers should check the relevant airline's official website or follow the instructions provided with their booking.

12. How early should I arrive at the airport?

Airport arrival recommendations vary depending on the airline, airport, destination, and travel circumstances.

As a general guide:

• Domestic flights: approximately 90 minutes before departure.
• International flights: approximately 3 hours before departure.

Passengers should follow the latest instructions provided by their airline and airport.

13. What happens if my airline changes my flight?

Airlines may change flight schedules, departure times, arrival times, aircraft, routes, or operating carriers.

If AU Customer Support receives information about a relevant schedule change, we will make reasonable efforts to assist or communicate the available information.

The airline ultimately controls its flight operations and schedule.

14. Do I need a visa?

Visa and entry requirements depend on your nationality, destination, transit locations, and other circumstances.

Passengers are responsible for obtaining the necessary visas, permits, passports, and travel documents before departure.

We recommend checking official government or immigration sources for the latest requirements.

15. Can I request a refund if I cannot travel because of a visa issue?

Refund eligibility depends on the fare rules and conditions applicable to your booking.

Some tickets may be refundable, while others may be non-refundable or subject to cancellation charges.

Please contact AU Customer Support as soon as possible if you are unable to travel.

16. What payment methods are available?

Available payment methods may vary depending on the booking and service.

Payment options and any applicable processing or service fees will be communicated during the booking process.

17. Is my payment information secure?

Payments may be processed through authorised third-party payment providers.

We take reasonable measures to protect customer information, but customers should also take appropriate precautions when making online payments.

18. Can I request a copy of my booking?

Yes. Contact AU Customer Support at:

Telephone: 02 9191 9747
Email: info@aucustomersupport.com

We may request information to verify your identity and booking before providing booking-related information.

19. How can I make a complaint?

If you have a concern regarding our service, please contact us by telephone or email.

Telephone: 02 9191 9747
Email: info@aucustomersupport.com

Please provide your booking details and a description of the issue so our team can review the matter.

20. How can I contact AU Customer Support?

You can reach us using the following details:

AU Customer Support
Telephone: 02 9191 9747
Email: info@aucustomersupport.com
Website: aucustomersupport.com