Frequently Asked Questions – FAQs


Can you pick me up from my hotel?

For tours in Victoria, we pick up from our branch locations only: our city office on Swanston St, Box Hill and Glen Waverley.

Can I bring luggage on board the coach?

We have minimal storage space available on our coach however you can take carry on luggage on board.

Can I take a pram on the tour?

We have minimal storage space available however you may bring a small fold up stroller on board the coach.

What are the requirements for a children’s fare?

Please check the page of the tour you’re interested in, as child fare ranges from tour to tour. As a general rule, child is 2-11 years old; however, this differs for Mount Buller tours.

If I book a tour do I have to pay straight away with my credit card?

We require a credit card to secure all bookings.

Can I touch the koalas on your tours?

You are not allowed to touch koalas in Victoria but we certainly have the chance to get close to them on some of our tours.

Why do you get back at different times throughout the year on the Penguin Parade Tours?

The Penguins come in during dusk and dusk changes throughout the year due to daylight savings. That’s why our tours return later earlier in winter.

Do you offer vegetarian food on your tours?

Yes, we have a vegetarian option on most of our tours where meals are offered. Please check with one of our friendly chat consultants for further information on the tour you’re interested in.


What should I do if I need to change my ticket when overseas?

Please contact the local travel agent there or the airline’s office.

When can I collect my ticket?

Generally you can collect your ticket after you have made full payment of the ticket or you could choose the option to receive your ticket by getting the e-ticket e-mailed to your mailbox. Please advise your travel consultant how you would prefer to collect your ticket. You need to bring along your receipt or a form of ID with photo to collect your ticket.

Can I receive my ticket by email, fax or post?

Yes. You can receive your electronic ticket by email or fax. We can also post your paper ticket to you against a small fee. However, we do not guarantee your ticket will arrive safely to you in the event of wrong address provided to us and or delivery error from the post office.

Do you issue tickets on same day of departure?

Yes. However, it is subject to availability and airlines conditions.

For how long does my passport need to be valid in order to be able to travel overseas?

At least six months. However some countries require more than six months. Please check thoroughly with your travel consultants.

How do I know if I need a visa?

Always ask your consultant if you need one.

How do I apply for visa to enter a foreign country?

Your travel consultant can help you to apply for your visa and provide you with the list of the visa requirements and fees. Visa approval is at the sole discretion of the embassy.

What if I realize a few days earlier that I will not be able to show up for the flights I was booked in for?

You should contact either your travel consultant or the airlines to avoid a no show fee.

How do I know the terms and conditions of my ticket?

Always ask your travel consultant about the ticket rules, terms and conditions if you are not sure. Different airlines, tickets and destinations have different rules. Please note that some tickets are non-refundable and changes are not allowed.

Can I request for extra luggage if I am a student?

We can send a request to the airlines for you. However, we cannot guarantee that you will have the extra luggage since it is subject to flight loading on the departure date although some airlines allow student to carry 30kg for one way ticket.

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