Terms & Conditions

Last Updated: 30 September 2026

Welcome to aucustomersupport.com (the “Website”), operated by AU Customer Support (“AU Customer Support”, “we”, “us”, or “our”).

AU Customer Support operates as an online travel agency (OTA) and facilitates access to travel products and services provided by airlines, accommodation providers, travel suppliers, booking platforms, and other third-party travel providers.

These Terms and Conditions govern your use of our Website, booking services, and related services.

By accessing our Website, submitting an enquiry, making a booking, or using our services, you agree to these Terms and Conditions and our Privacy Policy.

If you do not agree with these Terms, please do not use our Website or services.

1. Our Role as an Online Travel Agency

1.1 OTA Services

AU Customer Support acts as an intermediary between customers and third-party travel providers.

Depending on availability, we may facilitate bookings for flights, accommodation, and other travel products or services offered by third-party providers.

1.2 Third-Party Travel Providers

The actual travel service may be provided by an airline, hotel, accommodation provider, tour operator, supplier, consolidator, booking platform, or another third party.

Those providers are responsible for delivering their respective travel services.

Their own terms, conditions, fare rules, cancellation policies, refund policies, baggage rules, and other requirements may apply to your booking.

1.3 Our Role in Your Booking

Our role may include searching for available travel options, presenting prices and availability, facilitating reservations, processing relevant booking information, communicating booking details, and assisting customers with post-booking enquiries.

Unless expressly stated otherwise, AU Customer Support does not operate the airline, hotel, or other travel service itself.

2. Website Use

2.1 Eligibility

You must have the legal capacity to enter into a binding agreement to use our Website and services.

2.2 Accurate Information

You must provide accurate and complete information when making a booking or submitting an enquiry.

For travel bookings, passenger names and other personal information should match the relevant travel documents.

You are responsible for checking the accuracy of information before completing your booking.

2.3 Unauthorised Use

You must not use our Website for:

• Fraudulent or unlawful activities.
• False or speculative bookings.
• Unauthorised commercial purposes.
• Automated scraping or data extraction.
• Attempts to interfere with Website security or functionality.
• Activities that could damage or disrupt our Website or services.

3. Travel Prices and Availability

3.1 Prices Can Change

Travel prices and availability are dynamic and may change at any time.

Prices may be affected by airline or supplier availability, demand, fare class, travel dates, taxes, fees, currency fluctuations, and other factors.

3.2 Price Confirmation

A displayed or quoted price does not necessarily constitute a guaranteed fare.

The final price is subject to availability and confirmation by the relevant travel provider.

A booking is not considered confirmed until the applicable reservation and payment process has been completed and confirmation has been issued.

3.3 Taxes and Fees

The total price may include applicable taxes and fees. Certain optional services or third-party charges may be payable separately.

Where applicable, additional charges will be communicated during the booking process.

4. Bookings and Confirmation

4.1 Booking Information

To complete a booking, we may require passenger names, contact information, travel-document information, payment information, and other details required by the relevant travel provider.

4.2 Booking Confirmation

Once a booking has been successfully processed, a confirmation or travel document may be provided to you.

You should carefully check your confirmation for:

• Passenger names.
• Travel dates.
• Departure and arrival locations.
• Flight numbers.
• Departure and arrival times.
• Baggage allowance.
• Fare conditions.
• Any other booking details.

You should notify us promptly if you identify an error.

4.3 Passenger Responsibility

You are responsible for checking all booking information before travelling and ensuring that your travel documents meet the requirements of your itinerary.

5. Payments

5.1 Payment

Payment must be completed using an available payment method before the applicable booking can be confirmed.

5.2 Payment Processing

Payments may be processed through third-party payment providers.

Additional processing or service fees may apply depending on the payment method or booking.

5.3 Failed Payments

If payment is unsuccessful, incomplete, reversed, or declined, the booking may not be confirmed.

Any fare or availability displayed during an unsuccessful payment process may no longer be available.

6. Changes, Cancellations, and Refunds

6.1 Airline and Supplier Rules

Changes, cancellations, and refunds are primarily governed by the fare rules and terms of the relevant airline or travel provider.

Some bookings may be non-refundable or non-changeable.

6.2 Change Requests

If you wish to change your booking, contact AU Customer Support as soon as possible.

Depending on the booking, you may be required to pay:

• Airline or supplier change fees.
• Fare differences.
• Taxes or government charges.
• Processing or service fees.

6.3 Cancellation Requests

Cancellation charges may apply depending on the fare conditions and travel provider's policies.

A cancellation request does not automatically guarantee a refund.

6.4 Refunds

Where a refund is permitted, the amount and processing time will depend on the applicable fare rules and the relevant travel provider.

Airlines and other suppliers may take time to process approved refunds.

AU Customer Support may assist with submitting and following up on eligible refund requests, but we cannot guarantee the processing time of a third-party provider.

7. Flight Schedule Changes and Disruptions

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

Flights may also be delayed, cancelled, diverted, or otherwise disrupted.

Where we are notified of a relevant change, we may make reasonable efforts to communicate the information to affected customers and assist with available options.

However, the airline or operating carrier remains responsible for its flight operations and schedule.

8. Baggage

Baggage allowances are determined by the applicable airline and fare conditions.

Different airlines and fare types may have different baggage rules.

You are responsible for checking the baggage allowance applicable to your ticket.

Additional baggage may be purchased subject to availability and applicable airline fees.

9. Passports, Visas, and Entry Requirements

Passengers are responsible for obtaining all documents required for their journey.

This may include:

• Valid passports.
• Visas.
• Transit visas.
• Electronic travel authorisations.
• Entry permits.
• Other required travel documents.

Requirements may vary depending on nationality, destination, transit location, and travel circumstances.

AU Customer Support does not guarantee that a passenger will be permitted to enter or transit through a particular country.

10. Travel Restrictions and Health Requirements

Passengers are responsible for complying with applicable travel, immigration, health, and government requirements relevant to their journey.

Requirements may change after a booking has been made.

Passengers should check the latest requirements before travelling.

11. Third-Party Terms

Travel bookings may be subject to additional terms imposed by airlines, hotels, suppliers, payment providers, and other third parties.

Where applicable, those terms form part of the conditions governing your booking.

You should review the relevant provider's terms before completing your purchase.

12. Privacy and Personal Information

We collect and process personal information in accordance with our Privacy Policy.

You acknowledge that information may need to be provided to airlines, hotels, booking systems, payment processors, suppliers, and other authorised third parties to arrange and fulfil your travel booking.

13. Intellectual Property

All Website content, including text, graphics, logos, images, design, software, and other materials, is owned by AU Customer Support or its licensors unless otherwise stated.

You may use the Website for personal and legitimate travel-related purposes.

You must not reproduce, copy, distribute, modify, scrape, or commercially exploit our content without prior written permission.

14. Website Availability

We aim to maintain the availability and accuracy of our Website but do not guarantee that the Website will always be available, uninterrupted, error-free, or completely up to date.

We may modify, suspend, or discontinue any part of the Website or its features without prior notice.

15. Third-Party Websites

Our Website may contain links to websites operated by airlines, hotels, payment providers, travel suppliers, or other third parties.

AU Customer Support does not control these websites and is not responsible for their content, availability, security, privacy practices, or terms.

16. Limitation of Liability

To the maximum extent permitted by applicable law, AU Customer Support will not be responsible for loss, damage, delay, cancellation, additional expense, inconvenience, or other consequences arising from the acts, omissions, or failures of third-party travel providers.

This may include airline cancellations, delays, schedule changes, baggage issues, denied boarding, accommodation issues, or other matters controlled by the relevant travel provider.

Nothing in these Terms excludes, restricts, or modifies any rights or guarantees that cannot legally be excluded under applicable Australian law.

17. Force Majeure

AU Customer Support will not be liable for delays, failures, interruptions, cancellations, or additional expenses caused by circumstances beyond our reasonable control.

These circumstances may include natural disasters, severe weather, pandemics, government restrictions, strikes, industrial disputes, war, terrorism, civil unrest, airport closures, technical failures, telecommunications failures, airline operational issues, or other extraordinary events.

18. Australian Consumer Law

Nothing in these Terms is intended to exclude, restrict, or modify any rights or consumer guarantees that cannot legally be excluded under the Australian Consumer Law.

Where applicable, customers retain all rights and remedies provided by law.

19. Changes to These Terms

AU Customer Support may update these Terms and Conditions from time to time to reflect changes to our services, business operations, technology, or applicable legal requirements.

The updated version will be published on our Website.

The Terms applicable at the time of your booking will generally apply to that booking, subject to any changes required by law.

20. Governing Law

These Terms and Conditions are governed by the applicable laws of Australia.

Subject to any mandatory consumer rights or applicable laws, disputes relating to these Terms or our services will be subject to the applicable courts and jurisdiction in Australia.

21. Contact Information

For booking enquiries, customer support, complaints, or questions regarding these Terms, please contact:

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