The travel landscape has shifted significantly since COVID, increasing the chances that your travel plans may be disrupted by factors beyond your control, whether for domestic or international trips.
Over the past 12-24 months, we’ve seen a growing number of inquiries and bookings from customers who previously handled their own travel arrangements. These individuals are now turning to professional agents like us for up-to-date advice and personalised support — services that are difficult to obtain when booking directly with airlines, online travel platforms, or aggregator websites.
International travel, in particular, remains complex. Airline schedules frequently change between the time of ticketing and travel, and customer service wait times can often exceed 3 or 4 hours. Responses to emails from airlines can take days if not weeks.
Historically, our income was derived from commissions provided by airlines and other suppliers, which covered staff salaries and the operational costs of running our business. Since COVID, however, these commissions have been drastically reduced, leaving us unable to rely on them to meet our expenses. In some cases, we now earn as little as 1% on an airline ticket after taxes, fees, and airline charges are deducted.
While we continue to source travel products from a wide range of suppliers and strive to match online prices where possible, we may need to charge a service fee in some cases.
This fee, similar to those charged by professionals such as accountants, lawyers, or electricians, reflects the expertise and experience we bring to your travel arrangements, the tailored advice we provide, and the personalised and attentive service we offer. Most importantly, it ensures you have peace of mind knowing that we are available to assist you 24/7, before and during your journey, should any issues arise.
The service fees listed below are effective from 1 September 2024 and include GST where applicable. These fees are separate from any charges levied by suppliers, and we reserve the right to retain any income earned from the original booking, including commissions from airlines, hotels, wholesalers, and other suppliers.