Changes and Amendments
Delivery and Documentation
Need help booking
Payments and charges
Changes and Amendments
Delivery and Documentation
Need Help Booking
Payments and Charges
A. Yes, but you may be asked to complete an authorisation form and send a faxed copy of the credit card and signature.
A. For a list of our contact numbers please click here.
A. Despite our best efforts, on occasion confirmation emails will not be delivered to your email box, generally due to junk or email filters associated with your email set up.
This can be easily fixed by making sure that your emails from lastminute.com.au are put on a "white list" – a list of trusted senders - within your email application or by your ISP. This means that when we send you an email it will automatically come into your inbox and not be sent to your Junk Mail folder.
A. You will know that your booking is confirmed by receiving a confirmation email. Confirmation emails could take up to 48 hours to be electronically delivered.
If you are unsure whether your booking went through, and you would like verification please call our customer service team on 1300 132 799 who will be able to help you. Please do not make another booking until you have verified your initial booking.
A. lastminute.com.au recognises the importance of client privacy and supports best practice procedures in the way your personal information is handled by us.
A. Generally the following ages apply for children and infants:
- Child: 2-11 years for the full travel period.
- Infant: 0-23 months for the full travel period. Infants are not allocated a seat and must travel on an adult's lap.
A. lastminute.com.au online special fares are specially negotiated and offer exclusive rates with reputable, well known airlines.
If your travel times are flexible you can make significant savings on these great value fares.
A. Check in times varies for different destinations. The average time to arrive before a flight is a minimum of 2 hours before for international flights and 1 hour for a domestic flight.
If you have a domestic flight that is leaving from the International terminal, you will need to check in 2 hours prior to departure. For example all Qantas flights with the flight number between 0-399 depart out of Sydney from the International terminal. For further information please check your confirmation email or the airline website.
A. Please check your confirmation email for details. Note - All Qantas flight number QF1-QF399 depart from the International Terminal. All Qantas flight numbers QF400 and above departs from the Domestic Terminal.
A. We recommend you check up to date information regarding all visa requirements before travelling.
Please read the below update from the Department of Foreign Affairs and Trade (DFAT):
In the event that an accident, disaster or emergency is reported to have occurred in a country where I/we will or may be travelling, I/we authorise you to disclose to the Australian Government Department of Foreign Affairs and Trade details of my/our itinerary (including without limitation, transport and accommodation arrangements) and my/our contact details within Australia and overseas.
You must ensure your Australian passport has a validity of six months after your return date to Australia.
Please advise us if you wish us to make any necessary visa applications on your behalf.
In the event that you are travelling to a country or countries which do not require a visa for Australian passport holders, you must tell us if you have been arrested or convicted in respect of any offence or breach of law. Non disclosure of this information may lead to your being refused entry on arrival in certain countries. In that event, we take no responsibility whatsoever.
If you do not wish to disclose such information to us, then you must contact the embassy of each country of destination and make your own arrangements in regard to entry to that country.
A. No. Online check in is only available for Qantas domestic flights.
A. Yes. You can check in for Qantas domestic flights (and Qantas link) between 24 hours and 1 hour before your flight. You can choose your seats. You'll need a printer to print your boarding pass. Unaccompanied minors and some people travelling with special needs will need to check in at the airport.
A. You'll need to print your boarding pass. This will have a unique barcode which must be presented and scanned as you board your flight.
A. At the airport go to a Bag Drop counter to submit your bags for your flight. The Bag Drop Counter opens 3 hours before departure and closes 30 minutes before departure. All bags must be clearly tagged. You should get to the airport no later than 45 minutes before departure to allow time to drop your bags and clear security.
A. No. You'll need to check in at the airport.
A. If you don't have bags (luggage) then you can proceed straight to the departure gate. Be sure to be there at least 25mins prior to departure.
A. No. You'll need to check in at the airport.
A. For travel within Australia - you do not need to reconfirm your flight.
For international, it is recommended that you reconfirm all international sectors directly with the airline a few days before you fly. Top
A. Your ticket will show your luggage allowance. It's shown on the far right column of your ticket.
As a general rule - domestic luggage allowance is 1 piece for domestic flights if you're travelling in economy. Business class passengers are allowed 3 bags.
For international flights the limits vary. It's usually 20kg for economy passengers, 30kg for business class, and 40kg for first class passengers.
If you're flying to the US, South America or Canada (via the Pacific) the limit is often 2 pieces of checked baggage. Please refer to your ticket for the correct limits.
A. A child usually has the same luggage allowance as an adult. An infant's allowance is usually 10kg.
A. Unfortunately, we're unable to offer flights that originate from outside Australia at this time.
A. To make a reservation with your frequent flyer points/air miles you will need to contact your frequent flyer program directly.
A. Your confirmation email from lastminute.com.au is notification that we have received your request and are processing it. The availability of this holiday is checked on a regular basis, however as the carrier is a scheduled airline we are regrettably unable to provide an instant confirmation.
If the holiday is available we will automatically process your booking and your credit card will be debited immediately. If it's not available, one of our Customer Service Experts will contact you to discuss alternatives.
A. You can access the lastminute.com website in the UK by clicking this link
A. Changes to carry on luggage apply and are outlined below:
From 31 March 2007, additional security measures have been introduced. These measures apply to the carriage of liquids, aerosols and gels taken on board aircraft in carry-on baggage. These measures have been applied on all international flights leaving Australia. These measures will result in additional security checks at international airports.
Any liquids, aerosols and gels that passengers want to take in their carry-on baggage will have to comply with the following requirements:
All liquids, aerosols and gels must be in containers of 100mls or less. Passengers must carry their 100ml containers in a re- sealable transparent plastic bag of 1 litre volume (this is a re-sealable sandwich bag like those available at your local supermarket)
Each passenger, including children, will be allowed to carry on one, 1 litre transparent plastic bag. The plastic bag must be re- sealable and presented separately from all other carry-on baggage at the screening point
There are exemptions for personal medications, baby products and dietary supplements in liquid, aerosol or gel form.
Some other countries have already introduced similar measures, including the United Kingdom, the United States and the European Union.
It is important to remember that some aspects of the new standards may vary from country to country and may change over time. It is important that you check this site just before you travel to ensure that you have the correct information.
A. You'll receive a confirmation email from lastminute.com.au confirming your accommodation reservation.
A. Both the person making the reservation and the hotel guest must be over 18yrs. The hotel guest must be able to produce a valid credit card or pay a cash deposit at check in, to cover incidentals.
A. Secret Hotels® are luxury hotels with rates so low, our suppliers don't want to reveal who they are. You know the general location, but the name of the hotel is hidden until after you've booked. It gives people 5* luxury at a fraction of the price, and a great opportunity to inject some excitement and mystery into your life!
The great thing is that you don't go in blind - you know everything about the hotel except for the name and exact location. We'll always confess a few clues!
What we will always confess is the star rating, the hotel facilities and the general location of the hotel. And after you book, the full secret is revealed!
Read more about our Secret Hotels® here.
Note: These exclusive Secret Hotel® rates are non-refundable and non-changeable.
A. If and when any of our experiences or gift stock run out, the product will disappear from our site.
On extremely rare occasions, stock will run out before the product has been removed from the site but if this happens you will be contacted and further options to cancel or delay your order will be presented to you.
A. Unless detailed in the product text, lastminute.com.au does not provide a gift-wrapping service.
A. Once your booking is confirmed, you will receive a confirmation page and email with you booking confirmation number and details of the product you've just bought.
A. Faulty goods can be returned to us Reply Paid with a copy of the order details within 30 days of the date of purchase for a credit note or refund. This will be determined on receipt of goods.
Goods can only be exchanged or returned if they are faulty. Please click here to provide full details. We will contact you with Reply Paid information as soon as possible.
A. lastminute.com.au only offers a html newsletter - so you can see all the very best deals in colour.
A. You can change your email address for any of the lastminute.com.au newsletter mailing lists here.
Log-in with the email address you are currently subscribed with. Once you are in your profile page, you can replace your current email address with your new email address by typing it in to the 'email' box. Then press 'update'. A confirmation email will then be sent to your new email address to confirm you want to make the change. Once you have confirmed, the lastminute.com.au newsletter will be sent to your new email address.
A. You can unsubscribe from lastminute.com.au newsletters using the unsubscribe link at the bottom of your newsletter. This will ensure you are removed from the correct database. You can also unsubscribe here. Simply type in your email address, select the 'Unsubscribe or Change your subscription' option, and press Submit.
Once you are in your profile page you can uncheck the boxes for the newsletters that you no longer wish to receive. Then press 'Submit'.
If you are having problems unsubscribing or are unable to log-in with your current email address, you may be receiving redirected emails from an old email address or from someone else's email address.
To find out which email address you need to unsubscribe with, check the text at the bottom of the newsletter that says: You've received this email at (your email address) because you have requested it. This is the email address with which you are subscribed. You will need to unsubscribe this email address in order to stop receiving our newsletters.
A. Once your holiday booking has been confirmed and requested dates agreed by all parties, the tour operator will debit your card. At this stage you have entered into a binding contract with the tour operator. If you wish to cancel your holiday booking you must contact the Consultant you booked with by calling 1300 132 799.
Contact must be made between 9:00am and 5:30pm AEDST. We will contact the holiday operator on your behalf. As part of the terms of sale, holiday operators are not obligated to accept any cancellations and you will be charged a cancellation fee by the operator. This cancellation fee may vary between operators, hotels and airlines.
lastminute.com.au will also charge an a cancellation fee of AUD250.00 per person.
A. Most tickets are non-changeable/non refundable. If your ticket is refundable, once we have received your details in writing, refunds can take up to 8-12 weeks.
To begin a refund process, we need your written permission to submit a refund application on your behalf. If you have a paper ticket - this will have to be returned to our office as we need to attach the ticket along with the application for processing.
A. Please make sure you book your flight ticket in the exact name as it appears on your passport. With the added airport security measures, it is often not possible to amend bookings and you may have to cancel and rebook your flights.
If you are travelling within the next 7 days, please contact us on 1300 132 799 with the correct spelling.
We will need to contact the airline to request a name change. If the airline permits a name change, a lastminute.com.au administration charge of $50.00 per person will be incurred in addition to any charges levied by the airline. If they do not allow a name change the ticket will need to be cancelled, and a new ticket purchased.
Please ensure you have your booking reference ready before you call – this can be found on your confirmation email.
A. Some fares will not permit date changes. We will need to contact the airline to request a date change.
If the fare permits a change, the airline may charge an amendment fee. In addition, lastminute.com.au will charge an administration fee of $44.00 per person for domestic bookings, and $50 for international bookings.
Please advise us of the requested changes via email. Be sure to include all the details of your original booking.
If you are travelling within the next 7 days, please contact our Customer Service Team on 1300 132 799. Be sure to have all your booking details ready.
A. In the majority of cases airlines will charge a cancellation fee if you wish to cancel your booking.
In addition, lastminute.com.au will charge a cancellation fee. Domestic cancellations will incur a fee of $50 per person and international flights will incur a $250 fee per person.
In some instances the airline may charge a 100% cancellation fee.
To request a cancellation please send us an email. Be sure to include all your booking details.
If your ticketed departure date is within the next 72 hours, please contact our Customer Service Team on 1300 132 799.
A. No. Airlines do not allow name changes for almost all reservations once ticketed. Please review your information carefully and make sure the name of each passenger is entered correctly. If you've made a mistake, please contact our Customer Service team immediately on 1300 132 799.
A. Yes. You can add your frequent flyer number when you check in at the airport, or by contacting the airline.
A. Please email our Customer Services team with details of the amendment you are requesting. If you are travelling in the next seven days, please call the team on 1300 132 799. Please note, some of the fares do not permit changes. Fees may apply, for more details please see our fees schedule.
A. Call our Customer Service Team on 1300 132 799 and they'll help make the amendments. Fees apply. Details can be seen here.
A. Call our Customer Service Team on 1300 132 799 and they'll help make the amendments. Fees apply. Details can be seen here.
A. It is not possible to change the name of the passenger on an airline ticket. The ticket will have to be cancelled and a new ticket will have to be purchased.
A. Most of our special rates do not accept changes or cancellations, however the cancellation policy for each hotel (and even each room type) differs.
Please note: Secret Hotels® bookings are non-refundable and non-changeable.
If you wish to cancel your hotel booking you must contact our Customer Service Team on (07) 3118 9856 a minimum of 48hrs before your arrival. We will contact the hotel on your behalf.
Some hotels may accept a cancellation (with or without a cancellation charge) but it is entirely at their discretion. As part of the terms of sale, they are not obligated to accept any cancellations and you may be charged for the entire length of stay.
In the event that the hotel will allow a cancellation, you will be charged an administration fee of AUD25.00 per booking by lastminute.com.au.
This will be in addition to any cancellation charges the hotel may impose.
lastminute.com.au applies an administration charge fee of AUD25.00 per booking for any modifications or changes to your reservation. This will be regardless of the price of your reservation.
A. On the final book and pay page where you make your hotel booking, you'll see a free format box for any special requests.
Please note the Special Requirements box is designed for ancillary items only. All requests (including smoking/non-smoking rooms) will be at the hotels discretion and subject to availability. In some instances an additional charge may apply.
The hotel will try to fulfil your request, but there are no guarantees, regardless of the nature of the request or your receipt of a confirmation email.
A. To add an extra night to your hotel stay, you'll just have to go back online and make a new vooking for the extra dates. We suggest you advise the hotel of your first booking in the space provided for 'Special Requirements'.
A. Each hotel (and sometimes each room type) may have a different policy regarding extra people in a room. In some cases, it may be possible for the hotel to add a rollaway bed. This usually attracts a small, extra charge.
To check if your booking will allow an extra person, you should contact our Customer Service Team by sending us an email.
If your proposed stay is within 72 hours, please call our Customer Service Team on (07) 3118 9856 and we'll contact the hotel on your behalf. Please have your order number handy.
A. Once you have placed an order, we will begin the fulfillment process straight away. Due to the speed that this happens, the majority of orders cannot be amended once they have been placed.
A. Once you have placed an order we will begin the fulfillment process straight away. Due to the speed that this happens, the majority of orders cannot be cancelled once they have been placed.
A. Please click here to send us an email with your request and our Customer Service Team will assist with your reservation. Alternatively you can call us on 1300 132 799.
A. Most airlines these days issue e-tickets. On the final page of the booking process it will confirm the type of ticket that will be issued.
A. This depends on the delivery option you request upon booking. We are unable to change your method of delivery once it has been requested.
The delivery options presented to you upon booking include:
- E ticket (electronic ticket)
- pick up at our Sydney office
- Australia Post registered mail
A. Electronic tickets are stored in the airline's computer rather than printed on paper. The service is similar to the traditional paper ticket process, but eliminates the time and hassle associated with purchasing or exchanging a paper ticket.
Because your electronic ticket is held in the airlines computer, it is impossible to forget it or lose it. More importantly, your electronic ticket cannot be stolen, saving you the cost of a replacement ticket. You do not have to wait for your ticket to be delivered to you. You collect your boarding pass when you check in.
Remember, you must take personal photo identification with you when you travel.
A. When you arrive at the airline check-in desk you will be required to presenr the following in order to get your boadring pass:
- an official form of identification i.e. Austarlian photo driver's license or passport for domestic flights
- your passport for all international flights (including New Zealand),
- a print out of your confirmation page or confirmation email to show to the airline.
A. Your travel documents will be sent by Australia Post Registered Delivery. This option is only available for bookings with a departure date beyond 10 days. A signatory must be present at the address, at the time of delivery.
If this is not possible your tickets will be available for you to collect at your local Australia Post sorting office. A delivery card will be left to inform you of this, providing you with the location of the sorting office. Please take identification with you for collection
A. A courier will deliver within 2 working days. An email will be sent on dispatch of your documents advising you of full details. A courier will not deliver to PO Box addresses.
There is a AUD25.00 fee for a courier delivery.
A. For security reasons, we can no longer send tickets to be collected at the airport. You'll have to make a selection from one of the other ticketing and delivery options.
A. Your travel documents will be available for collection at:
lastminute.com.au Suite 1002 10th Floor
17 York St
(newrest train station - Wynyard)
Opening hours are Monday - Friday between 8.30am and 5.30pm.
Please bring a form of identification with you. If you are not the person named on the ticket you will require a letter of authority from this person.
One of our travel team will advise you when your tickets are ready for collection.
A. Our suppliers use several different delivery methods:
- Australia Post
- Express Post
- Email gift vouchers.
The delivery options available for each product and their timeframes are shwon in the individual product text.
The choice of delivery option is made at stage 2 of the shopping basket and costs for each option will also be shown here. We are unable to offer any alternatives to the delivery options that are shown
A. The areas available for delivery are shown in the individual product text and are generally Australia only. Unless stated we are at present unable to offer overseas delivery.
A. We take great care to ensure your gift gets to you within the time stated. Occasionally, however, circumstances out of our control may lead to unforeseen delays.
If you think that delivery of your item is overdue please check the following:
- The delivery has exceeded the time as shown in the product information. Remember unless stated, delivery times do not include weekends, public holidays or bank holidays.
- The delivery agent has not left a card - Australia Post and most couriers will leave a card if no one is at home when they attempt delivery. If a card has been left you will need to either rearrange delivery or pick your items up from the local depot.
- If sending to a work address or institution (Hospitals, Universities etc) that the gift is not in the post room, or within the internal mail system.
- If your product is being delivered by Australia Post you may widh to check your local depot is not holding the item for delivery.
- If you however you feel there is still a problem please contact us by clicking here.
Our Customer Service department will investigate and get back to you. Please note deliveries made by Australia Post's recorded delivery, as stipulated by the Post Office, must pass 10 working days fromt he point of dispatch before investigation can take place.
A. We value all feedback so please send us an email with all the details. We will direct it through the appropriate channels and respond as soon as possible. Or give us a call on 1300 132 799.
A. We value all feedback. Please send us an email and provide as many details as possible. Alternatively you may call us on 1300 132 799.
A. When you visit our website, we issue a cookie which acts an identifier and passport for your browser. A cookie is a small file which remains on your computer and contains information enabling our website to recognise your browser. To make a purchase or browse availability on our site you will need to ensure you have cookies enabled.
You can find instructions on how to enable cookies here: http://www.google.com/cookies.
A. Yes, you can. There are 2 options:
- You can give one of our Travel Consultants a call on 1300 132 799. However the prices will vary for flights booked offline and there will be an additional booking fee.
- If the online flight is available you can speak to one of our Customer Service agents on 1300 132 799. They will talk you through the process and do the booking over the phone on your behalf.
A. Currently, you can't book one-way car hire.
Please click here to send us an email and submit this request and our Customer Service Team will assist with your reservation. Alternatively you can call us on 1300 132 799 and speak to our Customer Service team.
A. We will need to investigate. Evidence of the charge will be required. Please lodge an enquiry via email or call our Customer Service team on 1300 132 799.
Online booking fees and charges can be found here.
A. For bookings made within Australia, Qantas will charge an additional credit card fee of AUD$7.70 for domestic and Trans-Tasman bookings. This is per passenger per booking and is included in the Taxes and Charges component. You'll see this prior to confirming your booking.
A. Yes, lastminute.com.au is completely secure as we utilise SSL technology. More information can be found here.
A. Please note that you will only be charged the $25.00 courier fee if you are issued with paper tickets and select them to be couriered to your residential or business address. If you are issued with an Electronic ticket you will not be charged and the courier fee will and be deducted from the final price. This will be reflected in your confirmation email which will have the accurate payment information.
A. lastminute.com.au accepts Visa, MasterCard, American Express and Diners.