At BookEzy Travel, we are committed to providing high-quality travel services and professional customer care. We value customer feedback and view complaints as an opportunity to address concerns and improve our services and customer experience.

This policy explains how customers can raise concerns and how BookEzy Travel will receive, investigate and respond to complaints fairly, transparently and efficiently.

1. Our Commitment

BookEzy Travel is committed to:

• treating customers with respect, fairness and professionalism
• handling complaints promptly, objectively and in good faith
• keeping customers reasonably informed about the progress of their complaint
• investigating relevant issues fairly and appropriately
• working to achieve a reasonable and appropriate resolution
• protecting customer privacy and confidentiality
• complying with the Australian Consumer Law and other applicable legal obligations

2. When to Contact Us

If you are unhappy with any aspect of the service provided by BookEzy Travel, we encourage you to contact us as soon as reasonably possible. Complaints may relate to matters including:

• flight bookings
• accommodation arrangements
• cruises, tours or holiday packages
• fees or charges imposed by BookEzy Travel
• customer service interactions
• website or enquiry issues
• changes, cancellations, refunds or credits
• other travel arrangements made or managed through BookEzy Travel

3. How to Make a Complaint

You may make a complaint by completing the BookEzy Travel Client Complaint Form and returning it with any relevant supporting documentation. The form helps us obtain the information needed to review the matter efficiently.

Please provide as much relevant information as reasonably possible, including:

• your full name and contact details
• your BookEzy Travel booking or reference number, if applicable
• details of the travel arrangements concerned
• a clear description of the complaint
• details of relevant previous communications
• the outcome or resolution you are seeking
• copies of relevant supporting documents

Please return the completed Client Complaint Form by email to enquiries@bookezytravel.com.au.

If you cannot reasonably complete the form, or require assistance to make a complaint, please contact BookEzy Travel by email or phone on +61 07 3481 0901. We will not refuse to consider a complaint solely because the Client Complaint Form has not been completed.

Once sufficient information is received to understand the complaint, we will manage it in accordance with this policy.

4. Our Complaints Process

Step 1 – Acknowledgement
We aim to acknowledge receipt of your complaint within two (2) business days.

Step 2 – Assessment and Investigation
We will review the issues raised and the information available. We may ask you for additional information and, where relevant, contact travel suppliers or other parties involved in the booking, such as airlines, hotels, cruise lines, tour operators, wholesalers, consolidators or insurers.

Step 3 – Response
We aim to provide a substantive written response within ten (10) business days after receiving sufficient information to investigate the complaint.

Some matters may take longer, particularly where information or a decision is required from a third-party supplier. If additional time is reasonably required, we will keep you informed and provide an updated timeframe where practicable.

5. Possible Outcomes

The appropriate outcome will depend on the circumstances and the customer’s legal rights. Outcomes may include:

• an explanation of what occurred
• assistance in resolving an issue with a travel supplier
• a correction, amendment or rebooking where appropriate and available
• a refund, credit or other remedy where required by law or available under applicable booking or supplier terms
• alternative travel arrangements where appropriate and available
• another fair and reasonable resolution

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable law.

6. Travel Suppliers and BookEzy Travel’s Role

BookEzy Travel generally acts as an agent or intermediary in arranging travel services supplied by third parties, such as airlines, accommodation providers, cruise lines, tour operators and wholesalers. Supplier terms and conditions may apply to the travel service and may affect changes, cancellations, credits and refunds.

However, supplier terms and conditions do not override rights and remedies that apply under the Australian Consumer Law. BookEzy Travel will not represent that a customer’s statutory rights are limited solely to the remedy offered by a supplier where the law provides otherwise.

Where a complaint concerns a service supplied by a third-party travel provider, BookEzy Travel may assist in communicating with that supplier and obtaining any remedy available for the booking. BookEzy Travel remains responsible for its own obligations and services under applicable law.

7. Internal Review

If you are not satisfied with BookEzy Travel’s response, you may request an internal review by the Business Owner. The matter will be reconsidered having regard to the information already provided and any additional relevant information.

We will provide the outcome of the internal review in writing within a reasonable period. Where further information from a supplier or another party is required, we will keep you reasonably informed of any material delay.

8. External Resolution

If your complaint remains unresolved, you may seek assistance from an appropriate external consumer protection body or pursue any other dispute resolution or legal avenue available to you.

For Queensland consumers, the Queensland Office of Fair Trading may be able to provide information or assistance in relation to consumer disputes. The Australian Competition and Consumer Commission (ACCC) provides information about Australian Consumer Law and accepts reports about potential breaches, but generally does not resolve individual consumer disputes.

Nothing in this policy limits any right you may have under the Australian Consumer Law or other applicable law.

9. Privacy and Confidentiality

Complaints will be handled with appropriate regard for privacy and confidentiality. Personal information provided in connection with a complaint may be used or disclosed where reasonably necessary to investigate, manage and resolve the complaint, to communicate with relevant travel suppliers or advisers, to meet legal obligations, or as otherwise permitted by law.

Personal information will be handled in accordance with the BookEzy Travel Privacy Policy.

10. Records and Service Improvement

BookEzy Travel may keep appropriate records of complaints, communications, investigation steps and outcomes for business, legal, accounting, risk-management and service-improvement purposes, subject to applicable privacy and recordkeeping requirements.

Complaint trends may be reviewed to identify opportunities to improve our procedures, communications and customer service.

11. Contact Us

If you have questions about this policy, require assistance making a complaint, or wish to discuss an existing complaint, please contact:

• Business: BookEzy Travel
• Email: enquiries@bookezytravel.com.au
• Phone: +61 07 3481 0901
• Website: www.bookezytravel.com.au
• Location: Queensland, Australia

Effective from 01 October 2026

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