References to “Craneline”, “us”, “we” and/or “our” in the following Terms & Conditions shall mean Craneline Corporation BN #. In the context of limitations of liability and responsibility, it also includes our affiliates and their respective directors, officers, employees, contractors and agents.
References to “customer”, “you” or “your” shall mean the named person who places the order and where the context requires (including in respect of liability and responsibility provisions) includes all persons intending to travel on the order.
References to “Suppliers” shall mean suppliers and travel product and service providers.
For the avoidance of doubt, these Terms & Conditions apply to communications and/or orders made directly with our consultants, whether over the phone, by email, via social media/online chat, in-store, and to orders placed online via our website.
In addition to the terms and conditions contained in this document, every travel offer has in addition its own specific terms and conditions (Important Info) that are binding for that specific travel offer. These specific terms are listed on the deal home page of the travel offer and, where they differ, the specific terms apply to the extent of any inconsistency. Together, all of the preceding terms and conditions (and any policies or terms referred within them) are the “Terms and Conditions”.
Before you can place an order, at the point of payment, you will be required to acknowledge and confirm that you have read and accept the Terms & Conditions.
By making the acknowledgement you confirm that:
- you have read, understand and agree to comply with the Terms & Conditions;
- you are aware of and will comply with any and all health, medical, visa and passport requirements of the country or countries you intend to visit, as well as the responsibility to obtain all required documentation or vaccinations prior to travel;
- you are 18 years of age or over, and has the authority and capacity to place an order and act on behalf of all persons for whom they are placing an order and all persons intending to travel on the order;
You will not be authorized to proceed to order placement until this acknowledgement is made.
Please note that, in administering the Terms and Conditions, Craneline will only deal with the named person who placed the order in respect of a travel offer or any resulting travel.
THE TRAVEL OFFER
Promotion of a travel offer on our website does not constitute a legally binding offer, but rather, an invitation to travel subject to our inventory allocation system. We reserve the right to modify, change, extend, withdraw, remove or cancel the travel offer at any time.
These changes or modifications can include, but are not limited to, variances to published content relating to the travel offer including the overview, the itinerary, the listed summary of tour inclusions and the important information sections. Specifically, all published prices, government taxes, levies, fees, fuel surcharges, validity and mandatory surcharges and itinerary elements such as listed inclusions, listed exclusions, departure dates, departure cities, travel group size, flight options, cruise options, listed accommodation, touring sites and schedule, ground transport, transfers and flight routing are subject to change or modification. Some or all of these changes may be subject to factors outside of Craneline’s control.
In the event of a material itinerary change, we will use reasonable endeavors to arrange supply of an alternative of comparable or higher standard and such changes will be communicated to affected customers.
All travel offers listed on our website operate via a fixed but live internal inventory allocation system for the most part relevant to departure date and option type availability. This system initially allocates available inventory in respect of a travel offer at the point of purchase to customers who have made an Order where an allocation is possible. Craneline reserves the right to remove, add, secure, place on hold and/or release allocations to a travel offer and to orders in line with our internal inventory allocation system.
PRICING AND PAYMENT
All travel offers listed on our website are deeply discounted and available for a limited time only. For this reason, we require full payment at the time of order placement and payments are typically non-refundable.
All prices of our published travel offers are listed in US Dollars (USD) unless stated otherwise. The published prices of the travel offer includes all States taxes, charges and service fees, including GST (where applicable). All prices are subject to availability and can be withdrawn or varied without notice.
Payment can be made with Paypal, by credit card or by bank transfer. For bookings made directly with Craneline, a fee of 0.6% on Visa & MasterCard debit cards, 1.0% on Visa & MasterCard credit cards, 3.0% on American Express and 1.5% on PayPal is applicable and these fees are subject to change. If paying by bank transfer, please note that your order is not secured until the funds clear into our account.
Some additional extras, supplements, and/or surcharges may be payable after order placement, as specified in the important information section on the deal home page. The price payable is also subject to a number of other factors including any customizations and additions made by you, changes to travel arrangements, currency fluctuations, fuel surcharges, government taxes, levies and airfare increases. We reserve the right to adjust any fees, charges or prices as necessary to reflect a material cost increase, being greater than 10% of the travel offer.
We reserve the right not to honor any published prices that we determine were erroneous due to printing, clerical or electronic error, except in the case of manifest error by us.
In the event of a price decrease, we are not obliged to refund you to match any subsequent price reduction after order placement.
Travel offers are typically promoted at a base ‘per person’ price based on twin share travel where one order quantity is valid for one person. A quantity of 1 needs to be selected on order placement for every person travelling twin share on the same order.
All other mandatory surcharges including but not limited to second person surcharges, solo traveler surcharges, departure date and/or city surcharges, the selection of additional optional extras, other government taxes, levies, gratuities, or listed fees are in addition to the listed base price as per the terms of the travel offer.
Immediately following payment in full, the customer will receive an order confirmation via email and at account login via our website. Please ensure you read this confirmation carefully, as most of our travel offers will require submission of an online passenger information form within 72 hours of order placement in order to complete your booking.
The order confirmation will contain helpful information regarding the visa application process as well as an overview of the booking timeline for your travel offer and details regarding the content and expected delivery of your complete travel documentation.
The order confirmation also contains important order completion instructions specific to your travel offer and will also contain important instructions as to the required booking process post-purchase including what changes you can make and when to your order and passenger reservation form.
Please note, we will not be liable for any expenses, fines, penalties, costs, liabilities, damages or losses incurred as a result of failure to follow the instructions as listed on your order confirmation.
SUBMISSION OF PASSENGER INFORMATION FORM / NEW PASSPORTS
The majority of travel offers require the provision of key passenger information in order to commence the booking process. These details are required to confirm all travel offer itinerary elements including but not limited to airline ticketing requirements, cruise line cabin booking confirmations, accommodation rooming specifications, specific flight dietary requirements and/or medical, mobility requests.
As such, most orders will require the submission of an online passenger information form within 72 hours of order placement for all persons intending to travel. Much of the information supplied in the passenger information form is required to be accurate and final at the time of submission as the detail is utilized for ticketing and/or cabin booking purposes.
Immediately following payment in full, the customer will receive an order confirmation via email and at account login via our website with a link and instructions relating to the submission of the passenger information form. Craneline will use reasonable endeavors to provide both email and/or text reminders to complete the passenger information form and/or to provide new passport details.
An order will not be considered final until the passenger information form is returned for all persons intending to travel as specified.
The passenger information form will require passenger name and date of birth details to be supplied as per the passport to be used at the time of travel, and any special travel requests relating to bedding configuration, flight, dietary, medical and mobility requirements.
All customer s must have a valid passport for international travel, with at least 6 months’ validity from the date of return and at least 2 blank pages at the time of travel. You must proceed in submission of your passenger information form within the specified 72 hours from order placement, even if you or anyone in your travel party are awaiting a new passport.
You will be advised how and when to supply new passport details at the time of passenger information form submission. If you fail to comply with the deadline for the provision of new passport details, you may be booked on a different flight, train and/or be seated in a separate cabin than your travel companions. You will be liable for any expenses, fines, penalties, costs, liabilities, damages or losses incurred related to any required ticket reissue should the new passport details (e.g. passport number / date of issue / date of expiry / country of issue) not be supplied by the specified deadline.
In order to protect the integrity of the information supplied in the passenger information form, the customer will be asked to check and confirm that all information inputted is correct as certain information cannot be amended without cost once the passenger information form has been submitted.
Craneline reserves the right to cancel all or part of any order(s) in the instance where the passenger information form (or new passport details) is not returned within the specified period and will not be liable for any expenses, fines, penalties, costs, liabilities, damages or losses incurred as a result of failure to comply with the order placement requirements listed on the travel offer or order completion instructions listed on your order confirmation. Where an order is cancelled due to noncompliance with the passenger information form (or new passport details) submission deadline, Craneline reserves the right to charge a US00 order offload fee per affected customer.
The final stage of the booking process is Craneline delivery of complete travel documentation with respect to the travel offer purchased. Craneline typically provides all travel documentation 4-6 weeks prior to the core tour departure date selected. The travel documentation contains important information such as confirmed accommodation and flight itineraries are often required in order to apply for any visas required of the travel destination and/or given the country of issue of the passport that will be used at the time of travel. .
Craneline is not responsible for your failure to obtain a visa in this or any circumstances, including if you are overseas. Only in exceptional circumstances will Craneline provide early release of flight itineraries prior to the supply of travel documentation.
It’s your responsibility to check all of your travel documentation – including but not limited to ticketed customer names and dates of birth are as per the passport to be used at the time of travel, flight tickets, departure/arrival dates and time, cabin check in instructions, baggage allowances, accommodation/stop over details, visas and insurance requirements/documents immediately upon receipt and advise Craneline as soon as possible of any errors or changes required.
Once you have received your flight information, you are responsible for managing your booking including confirming that the flight itinerary has not changed directly with the airline at least 48 hours prior to travel and checking that the departure time does not change. You can do this through the documentation sent to you or alternatively you can check the airline website of phone the airline directly from 48 hours’ prior to departure. Craneline is not responsible for communicating airline schedule changes once the travel documentation has been issued.
Please ensure you read your travel documents carefully for details on baggage allowances as these can vary from airline to airline and country to country. Excess baggage (if your airline allows it) can be expensive and is the responsibility of the customer. Craneline will not be liable for any expenses, fees, penalties, costs, liabilities, damages or losses associated with baggage allowances and excess baggage.
An estimated travel documentation delivery date will be listed on your order confirmation.
BOOKING PROCESS AND ORDER AMENDMENTS
Craneline is authorized to commence the ticketing and booking process for all customers on the order upon return of the completed passenger information form. At this time, all order components are considered final. This means that in the event where a change request is made after submission of the passenger information form (including but not limited to flight customizations, arrive early/stay behind, stop-over package, flight class upgrades, cruise cabin upgrade options, accommodation upgrades, bedding and rooming configuration requests, or any request to correct information), any request (other than permissible post-purchase payments specified in the important information section on the deal home page ) will be subject to availability and may incur change administration fees including but not limited to flight ticket change reissue fees, cabin and/or accommodation booking reissue fees, any price differentials in any change in option originally selected by the customer and an order amendment administration fee.
In some instances, absolutely no changes (even at a cost) are permissible once the passenger information form has been returned.
In order to access certain features of the Services, and to book a Group Tour or create a Listing, you must register to create an account (“CRANELINE account”) and become a Member. You may register to join the Services directly via the Site or Application or as otherwise described in this section.
You may also be able to register to join by logging into your account with certain third party social networking sites (“SNS”) (including, but not limited to, Facebook); each such account, a “Third Party Account”, via our Site or Application, as described below. As part of the functionality of the Services, you may be able to link your Craneline Account with Third Party Accounts, by either: (i) providing your Third Party Account login information to Craneline through the Services; or (ii) allowing Craneline to access your Third Party Account, as is permitted under the applicable terms and conditions that govern your use of each Third Party Account. You represent that you are entitled to disclose your Third Party Account login information to Craneline and/or grant Craneline access to your Third Party Account (including, but not limited to, for use for the purposes described herein), without breach by you of any of the terms and conditions that govern your use of the applicable Third Party Account and without obligating Craneline to pay any fees or making Craneline subject to any usage limitations imposed by such third party service providers. By granting Craneline access to any Third Party Accounts, you understand that Craneline may access, make available and store (if applicable) any Content that you have provided to and stored in your Third Party Account (“SNS Content”) so that it is available on and through the Services via your Craneline Account and Craneline Account profile page. You agree that Craneline may request your email address, access to photos; friends list to help verify your identity; share your updates and photos; and to be contacted by us. Unless otherwise specified in these Terms, all SNS Content, if any, will be considered to be Member Content for all purposes of these Terms. Depending on the Third Party Accounts you choose and subject to the privacy settings that you have set in such Third Party Accounts, personally identifiable information that you post to your Third Party Accounts may be available on and through your Craneline Account on the Services. Please note that if a Third Party Account or associated service becomes unavailable or Craneline’s access to such Third Party Account is terminated by the third party service provider, then SNS Content may no longer be available on and through the Services. You have the ability to configure certain portions of the connection between your Craneline Account and your Third Party Accounts, at any time, by accessing the “Profile” section of the Services. PLEASE NOTE THAT YOUR RELATIONSHIP WITH THE THIRD PARTY SERVICE PROVIDERS ASSOCIATED WITH YOUR THIRD PARTY ACCOUNTS IS GOVERNED SOLELY BY YOUR AGREEMENT(S) WITH SUCH THIRD PARTY SERVICE PROVIDERS. Craneline makes no effort to review any SNS Content for any purpose, including but not limited to, for accuracy, legality or non-infringement and Craneline is not responsible for any SNS Content.
We will create your Craneline Account and your Craneline Account profile page for your use of the Services based upon the personal information you provide to us or that we obtain via an SNS as described above. You may not have more than one (1) active Craneline Account. You agree to provide accurate, current and complete information during the registration process and to update such information to keep it accurate, current and complete. Craneline reserves the right to suspend or terminate your Craneline Account and your access to the Services if you create more than one (1) Craneline Account or if any information provided during the registration process or thereafter proves to be inaccurate, not current or incomplete. You are responsible for safeguarding your password. You agree that you will not disclose your password to any third party and that you will take sole responsibility for any activities or actions under your Craneline Account, whether or not you have authorized such activities or actions. You will immediately notify Craneline of any unauthorized use of your Craneline Account.
Craneline performs regular backups on all servers to ensure critical files are never lost. However, Craneline is NOT responsible for lost data, time, income or any other resource due to faulty backups or non-existent backups. Please always backup your own data for redundancy.
CANCELLATION AND REFUND POLICY
All travel offers listed on our website are heavily discounted and available for a limited time only. As such, all orders are typically non-refundable, and cannot be used in conjunction with any other offer or promotion or redeemed for cash. All orders are considered non-transferable or changeable without cost once the passenger information form has been submitted.
All proposed cancellations must be communicated to Craneline as soon as they become known, and must be validated and authorized by Craneline via our specific cancellation notification process.
Please contact Craneline on Phone# for further information with respect to cancellation queries or for full details please refer to our Cancellation and Refund Policy.
All customers must possess appropriate fitness (whether physical, medical or otherwise) that deems them well enough to travel. It’s your responsibility to ensure that you’re aware of any specific health requirements for your travel destination(s) prior to order placement and be responsible for ensuring that any applicable needs can be met during travels.
This includes understanding whether you are authorized to carry or use certain medications and or medical/mobility equipment (including batteries with respect to flights and cruises) and/or whether you are required to provide supporting medical documentation such as prescriptions or medical certificates.
For some countries, a failure to disclose a health condition, proof of vaccination or medical certificate may result in the applicable country/airline/cruise refusing you entry/boarding, or in you being detained, expelled or repatriated from the applicable country at your cost.
Where possible, specific health/fitness requirements of the tour or destination(s) will be listed in the important information section on the deal home page.
If you have any concerns regarding health requirements of the travel destination(s), we suggest you refer to your health professional and/or the Department of Foreign Affairs prior to placing an Order. We recommend that you contact DFAT for current advice. You can also register your travel plans with DFAT so you’re easily contactable in case of emergency. Craneline does not provide any medical advice.
Craneline customers are advised to check all visa requirements prior to order placement as the organization and obtainment of visas, including transit visas and re-entry permits, will be the customer’s responsibility.
In instances where a visa is required, most issuing countries will require you to provide confirmed travel itinerary details such as confirmed accommodation and flight itineraries. This information will be provided to you in your travel documentation which are typically supplied to you 4-6 weeks prior to court tour departure.
Craneline strongly advises that customers do not apply for any required visas until receipt of their travel documentation. Please also note, travel documentation can only be supplied to you 2-4 weeks prior to departure in the event of arrive early for 14 nights in duration. Please note, for customers who select an arrive early that is greater than 14 nights, or place an order within 6 weeks of travel, your travel documentation will only be sent to you within 2-4 weeks of departure).
If you do not obtain the correct visas, for whatever reason, you will be liable for any associated expenses, fees, penalties, costs, liabilities, damages or losses and are not entitled to a Craneline refund as this decision is outside of the control of Craneline.
Craneline does not provide visa advice.
TRAVEL INSURANCE REQUIREMENTS
While it is not mandatory, we strongly recommend you take out comprehensive travel insurance as soon you have placed your order to protect yourself and any other persons intend to travel against unforeseen circumstances, an inability to travel or should you otherwise need to cancel your trip.
We’re proud to offer a range of travel insurance products in partnership with Travel Guard-AIG. For a quick quote or information on the products we provide, please ask your consultant or visit the link . If you purchase travel and decline travel insurance, you may be required to sign a disclaimer.
For further information with respect to cancellation queries or for full details, please refer to our Cancellation and Refund Policy.
We recommend your insurance policy includes (but is not limited to) cancellation, baggage, theft, personal liability, accident and medical cover, plus any other requirements specific to your travel plans.
OFFER AND VALIDITY PERIODS
Each travel offer will list its specific order validity details in the important information section of the deal home page with respect to available departure dates and ‘per person’ order quantities.
Orders are valid only for the travel date selected and once the travel date selected has passed, the order will be considered void and is non-refundable in full or in-part if unused.
For travel offers where you are instructed to list your 3 preferred travel dates on your passenger information form we recommend confirming your travel dates with the travel provider at least 3 months in advance, and peak times such as weekends or holiday periods should be confirmed further in advance. To the maximum extent permitted by law, we do not guarantee that services will be available at your preferred date and time.
For travel offers where you are instructed to select a specific date for travel or you are asked to list your 3 preferred travel dates on your passenger information form – but don’t – then all travel dates are subject to availability.
MANDATORY FEES & OTHER CHARGES
We use reasonable endeavors to list any likely mandatory charges, optional or mandatory gratuities, government taxes, levies, fees or other charges that you or an intending customer may incur on their tour on the important information section on the deal home page. Any payment in this regard (where relevant) must be made in line with the payment instructions in this section.
We do not accept responsibility or liability for any changes to any of this information after order placement. Often government taxes, levies, fees and other charges change at the discretion of government or other authorities, Suppliers such as airlines, coach, rail, cruise or ferry operators, shipping companies, or any other transport providers, hoteliers or other accommodation providers, land carriers, tour operators, tour guides, tour directors, travel agents, or the providers of any other meals, facilities, goods and travel products or services on your holiday or in relation to it and over whom Craneline has no direct control.
TRAVEL GROUP SIZE AND MINIMUM NUMBERS CRITERIA
As a guide to the likely size of an individual travel group, many Craneline packages list minimum and maximum numbers in the important information section on the deal home page. These are to be used as a guide only. Some international package tours may have multiple groups departing on a single departure date.
Many Craneline packages have minimum numbers required in respect of a travel offer for the tour to depart. In the unlikely event where minimum numbers are not met, Craneline reserves the right to cancel any or all affected orders. Alternatively, Craneline may provide affected customers with the option to transfer to another travel offer or departure date.
Additionally, Craneline reserves the right to determine the continuance of a travel offer on the scheduled departure date despite published minimum number criteria not being met and is not obliged to cancel, refund or compensate with respect to affected customers.
Craneline reserves the right to determine the notification period with respect to communicating minimum number order amendments to the customer.
LINKED BOOKING REQUESTS
Our booking process and passenger information form allows a customer to request that we link one or more orders to that of a friend or family travelling on another order. Information with respect to making a linked booking request is contained on the passenger information form.
Given that Craneline is authorized to commence the ticketing and booking process for all customers on the order upon return of the completed and verified passenger information form, linked booking requests are subject to the strict condition whereby each request must be made on each order’s passenger information form and be returned within 48 hours of each other.
The linked booking request may be refused if the linked passenger information forms are not returned within the required 48-hour period.
Where a linked booking request is made, Craneline will use reasonable endeavors to book and/or ticket all itinerary elements together. If a linked booking request is not fulfilled this may mean that customers do not travel or stay together. Linked booking requests are strictly subject to availability and are not guaranteed. Craneline does not accept any responsibility or liability with respect to linked booking requests which are not fulfilled.
REWARDS PRGRAM: REFERRAL BENEFITS, TRAVEL CREDITS AND PROMO CODES
Craneline’s Friends with Benefits program allows Travelers to earn Craneline travel credits for every non-Craneline customer you refer that makes a qualified booking with Craneline. There is no limit to the amount you can earn over the lifetime of your participation across all referrals. To accumulate and redeem travel credits you must maintain a Craneline account in good standing.
To earn travel credits, refer friends who are not currently Craneline members and who have never booked a tour with Craneline by sending them your personal invite link, available in your member’s area on the Site. If the New User clicks your unique invite link (or enters your invite code) and books directly with Craneline using your 5% discount, Craneline will deposit 5% of your friends’ tour value on the day your friend books the tour, to your Craneline Account.
You must be signed in to your Craneline account to use your travel credits. These credits can be used to book any tour directly with Craneline. Travel credits are non-refundable. Upon cancellation of a tour by the traveler, any credits used for the booking will not be refunded.
Craneline provides various tools to help you share your unique invite link. You may also share your unique invite link via email and social media to friends and family. Members of our affiliate program may not simultaneously collect travel credits via your invite link. You may not share your personal link on public forums or coupon sites. If you do this, it is a violation of this Agreement and Craneline may terminate your account. You will then forfeit all credits in your account. Craneline reserves the right to cancel, revoke, or otherwise prevent the issuance of travel credits in any suspected case of fraudulence or misuse of this program and does not need to provide any details or explanation.
Craneline provides travel credits as part of our Rewards Program. These credits are based on the tour you book and they are deposited into your Craneline account within 30 minutes of your booking being confirmed on an eligible tour. These credits can be used on the same basis as outlined above.
Craneline also may offer promo codes from time to time and unless otherwise stated they have an expiry period of 30 days from implementation of the offer. Promo codes can only be used for bookings for tours and on the same basis as outlined above. Only one promo code can be redeemed per booking and they may not be combined with travel credits. Craneline reserves the right at any time to modify or discontinue the Friends with Benefits Referral and Rewards program either temporarily or permanently (or any part thereof) with or without notice. Craneline will not be liable to you in the event of any modification, suspension or discontinuance of this program. Travel credits are not redeemable for cash or equivalents. Craneline’s promo codes and travel credits cannot be applied on existing confirmed bookings.
The Services may contain links to third-party websites or resources. You acknowledge and agree that Craneline is not responsible or liable for: (i) the availability or accuracy of such websites or resources; or (ii) the content, products, or services on or available from such websites or resources. Links to such websites or resources do not imply any endorsement by Craneline of such websites or resources or the content, products, or services available from such websites or resources. You acknowledge sole responsibility for and assume all risk arising from your use of any such websites or resources or the Content, products or services on or available from such websites or resources.
- Ticketing policy
Craneline reserves the right to modify, change, extend or withdraw published flight terms such as airline selection and/or scheduling with respect to the travel offer at any time due to changes beyond our control.
For example, this means flights may arrive a day earlier or later, involve a transit, a stopover, or a substitute airline. As airlines have the right to reschedule or cancel flights at any time, any such changes are beyond our control.
Craneline flight ticketing policy operates using minimum connecting times are as per International Air Transport Association (“IATA”), airport and airline specifications. Flights sectors are booked as advised by the operating airline and in accordance with their terms and corresponding airport regulations.
Flights are booked in what is called a ‘sequence’ whereby if flights are missed or customer (s) fail to check-in or notify of a cancellation or forfeiture and are subsequently considered a ‘no-show’, the remaining flight sectors are cancelled. Please note, this is not a decision made by Craneline, this is a decision made by the airline.
In the event of a flight/ticket being cancelled, Craneline is not able to reverse this decision and the customer bears full responsibility of all costs or losses involved including costs to re-book flight tickets, and/or transfers/accommodation etc. to catch up with the tour. No refunds or free of charge replacement tour departure dates or other itinerary changes are permissible in such circumstances.
Please also note, significant delays of five hours or more may result in a ‘no-show’ and involuntary cancellation with respect to pre-booked accommodation unless prior notice is provided, particularly in relation to delayed arrivals into a stopover destination.
If, for any reason, a customer cannot make their flight, they must contact the airline directly immediately so as to attempt to avoid losing the entire booking, and/or incur extra costs at the customer’s expense.
Additionally, in the event of a significant departing flight schedule change that is greater than an hour in delay, customers will need to notify the local tour guide/hotel/transfer service via the specific contact details provided in the travel documentation.
Furthermore, for customers that must independently travel a considerable distance to the departing airport at the commencement of any tour, Craneline strongly advises all customer s to arrange to arrive at the departure city one day earlier to avoid possible travel/traffic/domestic flight delays and/or cancellations and the risk of missing the departing international flights.
In the instance where you require a flight based customization that is not listed on the travel offer or available at check out, you will be instructed to indicate that you have a flight customization request on your passenger information form. This will ensure that a Craneline consultant will contact you to discuss your query prior to commencing the booking/ticketing process.
Regardless of personal preference, Craneline reserves the right to ticket you on any of the published airline(s) or their code share partners as listed on the important information section on the deal home page and in line with the published airline’s scheduling/routing.
- Arrive early/stay behind
The options to arrive early/stay behind are provided on most of our international travel offers. The fees charged in selecting these options relate to flight schedule change administration fees only and do not include extra nights’ accommodation, meals or airport transfers. In addition, airport transfers listed as an inclusion on the travel offer are voided with the selection of an arrive early/stay behind as you will be arriving outside the scheduled collection of the rest of the core tour group. As such, you will need to arrange your own transfers at your cost and any expenses, fines, penalties, costs, liabilities, damages or losses incurred as a result will be your sole responsibility. You will need to provide the number of nights you wish to arrive early/stay behind on order placement. These requests are subject to availability at the time of ticketing.
- Flight customizations
If you wish to request to arrive or depart from a different destination than what is listed on the travel offer with respect to arrive early/stay behinds, combine two or more travel offers together, enquire about a stop-over package where one is not listed etc., you will be instructed to indicate that you have a flight customization request on your passenger information form.
As the majority of flight customizations are all variable in price, and are dependent on availability and scheduling capabilities, more often than not, they cannot be offered at check-out. Such enquiries must be listed as being requested on your passenger information form as Craneline is authorized to commence the ticketing and booking process for all customer s on the order upon return of the completed and verified passenger information form.
Indicating that you have a flight customization query on your passenger information form will ensure that a Craneline consultant will contact you to discuss your query prior to commencing the booking/ticketing process.
If, for any reason, a customer cannot make any scheduled cruise departure, they must contact the cruise or local tour operator directly and immediately so as to attempt to avoid losing the entire booking, and/or incurring extra costs at the customer ’s expense.
In the event of a missed cruise departure, all costs involved to re-book the cabin/cruise, and/or transfers/accommodation etc. to catch up with the cruise are the responsibility of the customer. No refunds or free of charge replacement tour departure date changes or other itinerary changes are permissible in such circumstances.
Furthermore, for customer s that must independently travel a considerable distance to the departing port at the commencement of any cruise embarkation, Craneline strongly advises all customer s to arrange to arrive at the port as early as possible to avoid possible delays and /or cancellations and the risk of missing the departing cruise. Where flights are included in your travel offer with the cruise component, schedules have been carefully considered to ensure any minimal flight delays will not likely impact on the customer ’s ability to meet the port departure.
Customers will need the information contained in the travel documentation before finalizing the cabin check in process.
ACCOMMODATION AND LAND
Craneline reserves the right to modify, change, extend, or withdraw published accommodation terms with respect to the travel offer at any time due to changes beyond our control.
For example, technical or administrative reasons on the part of an accommodation provider may mean that a substitute hotel or room needs to be provided. Accommodation selection
Accommodation including hotel descriptions are based on current guides provided by Suppliers . Any facilities described are subject to change at any time. We have made reasonable enquiries to verify that the descriptions and details are accurate, but to the maximum extent permitted by law do not warrant that they are.
Extra nights for arrive early/stay behinds
Some travel offers may include the option to request and/or purchase additional night(s) accommodation to complement the selection of arrive early/stay behind options in the accommodation that Craneline has organized for the travel offer for the first and last sector of the tour respectively.
This will only be available if it is listed on the deal specific important information section. These requests are all variable in price, dependent on availability and scheduling capabilities and as such cannot be offered at order placement.
Most facilities offer a ‘twin bedding’ (two separate beds – typically of single size) or ‘double bed’ options in relation to the bedding configuration for accommodation and cruises. You will be asked to list your preference on your passenger information form. Please note bedding requests are subject to availability.
Maximum room capacity
As most travel offers are based on twin share, the maximum rooming capacity is typically for two people. The maximum room capacity with be listed in the important information section on the deal home page. Where triple share is permissible, this too will be listed on the travel offer.
In the instances where triple share is permissible as listed in the important information section on the deal home page, the bedding configuration available for a triple share is likely to comprise the usual bedding configuration options as listed above plus another single bed or ‘rollaway’ travel cot to accommodate the third person.
All rooms are booked as non-smoking where possible. However, this cannot be guaranteed as not all accommodation providers offer dedicated non-smoking rooms. The option of requesting a non-smoking room is available on the passenger information form.
customers are responsible for their own personal belongings at all times and Craneline does not accept any liability for any loss or theft, destruction of any personal belongings or luggage. Any loss, theft or damage must be taken up directly with the airline, cruise line, accommodation or transport provider and/or reported to your insurer. customers are expected to carry their own luggage or at least be travelling with someone who can assist them. Should you require any assistance with luggage during travel, it will be at your own cost as hotel porterage is not included unless clearly listed on the travel offer.
SOLO TRAVELLER SURCHARGE
The majority of travel offers list the price per person based on twin share, where two people will be sharing their accommodation. For some travel offers, where a customer intends to travel as a solo traveler and therefore will not be sharing their accommodation with another traveler, a single supplement may be required. In these instances, the mandatory solo surcharge will be clearly listed on the important information section on the deal home page and is payable on order placement. Craneline does not offer or provide a room pairing service.
CHILD TRAVELLER POLICY
Some travel offers enforce a child traveler policy as imposed by the supplier of the relevant supplier or service component of your order. In these instances, the child traveler policy will be clearly listed on the important information section of the deal home page. It is the responsibility of the customer to check the child traveller policy and ensure that all travelers on their order satisfy the listed requirements. In the instances where an order has been placed for any customer(s) in contravention of the child traveler policy, Craneline reserves the right to cancel the Order less a AU00 order offload fee per affected person and any non-refundable already incurred ticket, cabin or accommodation costs. Craneline may offer to provide a customer name replacement opportunity whereby the affected customer can be replaced with another person who meets the age requirement or charge any additional fee that an accommodation provider may enforce in allowing a child in contravention of the child traveler policy. Craneline is not responsible for any cost or additional fees in the instance where a customer has failed to comply with the child traveler policy.
DEPARTURE DATES AND HIGH SEASON SURCHARGES
The travel offer is valid for travel on the listed and available departure dates as listed on the important information section of the deal home page.
Most travel offers will require a departure date to be selected on order placement and once the travel date selected has passed, the order will be considered void and is non-refundable in full or in-part if unused.
In some instances, we may need to pass one or more high season surcharges for certain departure date periods on to the customer. Departure date high season surcharges are clearly listed on the important information section of the deal home page and are payable on order placement.
- DEPARTURE CITIES
Available departure city options are specific to each travel offer where international flights are included and are listed on the important information section of the deal home page.
Departure city options offered are dependent on the air component of the travel offer with reference to ticketable airline schedules, routes and costs. Craneline reserves the right to determine the departure city options listed on any travel offer and enforce one or more departure city surcharges where scheduling and availability has been deemed to be restrictive to the travel offer. Any applicable departure city surcharges will be payable at order placement.
The departure city option as listed and available departure dates as listed on the important information section of the deal home page must be selected at order placement.
All persons travelling on the one order must depart from and return to the same departure city option as per the options provided at check-out.
In the instance where a person in your travel party intends to depart from and return to a different departure city option listed on the travel offer than others on your order, a separate order must be placed for the person travelling from the different city.
When group sizes are considered too small to use a full-sized touring coach we reserve the right to use a smaller coach. Smaller coaches, and any vehicles used for local transfers, and occasional day excursions, may not have toilet facilities on board. Individual country laws regarding coach transportation will be abided by at all times.
For most international travel offers, airport to hotel and/or hotel to airport transfers are listed as an inclusion as per the specific travel offer. Transfer transportation is typically a smaller coach of vehicle and in some cases airport and hotel arrival and departure transfers will combine multiple travel groups. This is dependent upon airline scheduling and airport ground transport requirements.
Transfers are typically not included where an arrive early/stay behind has been added to the order and the arrangement and cost of any transfer in these instances becomes the responsibility of the relevant customer(s).
LAND ACTIVITIES & OPTIONAL TOURS
Some travel offers may include the option to request or purchase additional land activities and/or optional day tours / tour extensions or internal domestic transport upgrade options.
These options will be clearly listed in the important information section on the deal home page along with instructions on how to purchase (whether at order placement or directly with the tour guide or tour leader once on the ground in the destination country).
Some tours and/or activities may be subject to minimum numbers or weather constraints and in such instances where these tours cannot go ahead and you have paid, you may receive a refund.
SHOPPING AND PURCHASES
Craneline does not ensure or guarantee the quality or value of any goods purchased or the suitability of any retail outlets visited during travel. The purchasing of goods and the use of a credit card for those transactions is entirely at your own discretion and at all times the customer must use their own discretion. We will not be liable for any expenses, fees, penalties, costs, liabilities, damages or losses incurred as a result of transactions you make while travelling. Please also note, it is the responsibility of the individual to research and declare all relevant items when they are returning to United states and to comply with customs laws. Any items that are confiscated will not be compensated.
- ORDER PLACEMENT
We reserve the right to accept or reject an order for any reason after that order has been placed, including but not limited to, an error in the price or description, the unavailability of any product or service, or an error in the administration of your order.
In placing your order, you acknowledge that we retain the right to remove any person(s) from your travel group for reasons that impact on the enjoyment or safety of other tour members, such as, but not limited to, the physical, medical or other inability of customers to undertake the arrangements of the tour, unsocial, illegal, disruptive or unruly behavior, or the carriage of prohibited substances or materials.
In the instance where we have to cancel any remaining component of a tour as detailed above, any unused portion of the package will be non-refundable and cannot be exchanged for other services or cash.
We reserve the right to cancel an order in the event of fraud, abuse or illegal activity, and refer such activity to the relevant authorities.
Prior to order placement, it’s your responsibility to be aware of the safety, local conditions, and issues that may exist/arise at your travel destination(s). You are responsible for applying with all local laws, regulations and customs in all countries and locations to which you travel, which in some cases can be very different to those at home.
We recommend that you contact DFAT or visit their website https://travel.state.gov for current advice.
LIMITATIONS OF LIABILITY
We arrange your holiday, which will be provided by Suppliers that we believe to be reputable and to comply with the standards set down by their local authorities. The scope of our services and our obligation to you is strictly limited to (and you expressly authorize us to) making the relevant arrangements, bookings, ticketing and providing other ancillary and related services depending on the travel offer you have purchased.
We act as your agent in making such limited arrangements, bookings and ticketing with Suppliers who provide the relevant travel products and services to you. W e do not provide the transport, accommodation, meals or other facilities, travel products and services described on our website that you may receive during travel, all of which are provided by Suppliers which may include third party airlines, coach, rail and cruise operators, land carriers, hoteliers or suppliers of other travel products and services. We agree to make the relevant arrangements, booking and ticketing with the Suppliers offering the travel products and services described in your travel offer on these terms and conditions.
All travel documentation issued by Cranelinel, including but not limited to order confirmations, receipts, itineraries, tickets, coupons and contracts, is subject to the Supplier ’s terms and conditions, which constitutes the sole contract between the Supplier and you and the person(s) intending to travel.
Travel offers provided are subject to the Suppliers’ terms, conditions and limitations, which may not be expressly the subject of our contractual agreement and which may exclude or limit liability in respect of death, injury, delay, loss or damage to person or effects. To the maximum extent permitted by law and subject to the following, we accept no liability or responsibility in connection with Supplier terms, conditions or limitations and do not make or give any warranty or representation as to their content or standard.
Your legal rights in connection with the provision of travel products and services are against the specific Supplier and, except to the extent a problem is caused or contributed to by negligence on our part, are not against us. Specifically, if for any reason (excluding negligence on our part) any Supplier is unable to provide the travel products and services that you have purchased, your rights are against that Supplier and not against Craneline. This includes where travel products and services cannot be supplied or itinerary changes occur due force majeure or other events which are beyond our control including but not limited to severe weather, fire, floods, acts of God, acts of government or other authorities, failure of equipment or machinery, war, civil disturbance, strikes and malevolent acts.
In such circumstances, wherever possible we will use reasonable endeavors to arrange supply of comparable travel products and services and itineraries. In the absence of our own negligence, we are not liable for any cancellations, diversions, substitution of equipment, variations, postponements, or any other acts, omissions or defaults by airlines, coach, rail or cruise operators, land carriers, hoteliers or any other Suppliers, nor for any consequences thereof, including but not limited to changes to services, itineraries, accommodation or facilities.
Nothing in the Terms & Conditions is intended to limit, exclude or modify or purport to limit, exclude or modify the statutory implied guarantees/warranties that cannot be lawfully limited, excluded or modified as provided under the Competition and Consumer Act 2010 including the statutory consumer guarantees under the United Consumer Law or similar laws in the State.
Craneline reserves the right to vary, withdraw or cancel any travel products and services by written notice in the event they cannot be supplied or the itinerary is changed due to force majeure or other events which are beyond our control including but not limited to severe weather, fire, floods, acts of God, acts of government or other authorities, failure of equipment or machinery, war, civil disturbance, strikes and malevolent acts.
To the maximum extent permitted by law, except where caused or contributed to by negligence on our part, Craneline is not and does not accept any responsibility or liability in contract, tort or otherwise for any injury, illness, death, cost, loss, damage (including but not limited to loss or damage to persons, baggage and property), delay, diversion, substitution of equipment, variation, postponement, liabilities, expense or inconvenience arising directly or indirectly from or in connection with:
- the acts, errors, omissions, default or negligence of Suppliers or other third parties including government authorities, airlines, coach, rail or cruise operators, land carriers, hoteliers or any other suppliers, nor for any consequences thereof, including but not limited to changes to or lack of availability of transport, services, accommodation or facilities; or
- force majeure or other events which are beyond our control including but not limited to severe weather, fire, floods, acts of God, acts of government or other authorities, failure of equipment or machinery, war, civil disturbance, strikes and malevolent acts.
We will make commercial reasonable efforts to avoid and mitigate the adverse effects resulting from such events beyond our control.
To the maximum extent permitted by law, Craneline is not and does not accept responsibility or liability for any acts, errors, omissions, default or negligence of any person not its direct employee or under its control, including any government or governmental authority, officer or employee, and also including any employees, officers or agents of any Supplier such as airlines, coach, rail, cruise or ferry operators, shipping companies, or any other transport providers, hoteliers or other accommodation providers, land carriers, tour operators, tour guides, tour directors, travel agents, or the providers of any other meals, facilities, goods and travel products or services on your holiday or in relation to it and over whom Craneline has no control. Craneline is not and does not accept responsibility for any criminal conduct by any third parties.
To the maximum extent permitted by law, Craneline is not and does not accept responsibility or liability for any requirements, terms or conditions of any Supplier or other third party who provides some travel product or service in the course of your holiday. All bookings made by Craneline with Suppliers or other travel product or service providers on your behalf are subject to the requirements, terms and conditions of those persons which may not be expressly the subject of our contractual agreement, particularly in relation to the applicable laws, policies and requirements of any government, governmental authority or employee including visa, entry, exit or transit requirements.
In the event of a person travelling occupying transport seat fitted with a safety belt, Craneline is not and does not accept liability for injury, illness, death or other loss, damage or claim arising from any incident or accident where the safety belt is not being worn correctly at the time of such incident or accident.
Craneline is not and does not accept any liability or responsibility for your acts, omissions, defaults, conduct, state of health, condition or circumstances, or failure to comply with the terms, conditions and requirements of any Suppliers or other third party travel product or supplier s, or country or governmental authorities, or any of their officials, servants or agents.
If you decide that you do not wish to visit a country or part of a country you had intended to visit because of any law, condition or requirements of Suppliers or any country or governmental authority, official, servant or agent, or because of circumstances beyond our control including but not limited to force majeure, severe weather, acts of God, acts of government or other authorities, failure of equipment or machinery, war, civil disturbance, strikes and malevolent acts, you are responsible for any costs, expenses, charges, fees, losses or damage incurred as a consequence and any cancellation or amendment fees.
In relation to any responsibility or liability which cannot be excluded by law or despite the limitations above, if Craneline is found liable for any loss, damage, cost, liability or expense which arises out of or in any way is connected with any of the occurrences described above, then to the maximum extent permitted by law Craneline’s liability will in no event exceed, in the aggregate, the greater of: (a) the amounts you paid to Craneline in connection with the travel products or services; or (b) USD00.00.
We are committed to dealing with complaints quickly and effectively. If a problem occurs, you must attempt resolution locally with the Supplier – such as the hotel, airline or tour operator – within 24 hours as a first step. Failure to follow this course may result in any following claim for refund (where available) being reduced or denied. If you have complaints that you were unable to resolve during travel you must email that complaint to [email protected] within 14 days of the completion of your travel. Failure to lodge a complaint within this time period may result in any following claim for refund (where available) being reduced or denied. You must attach all relevant receipts and supporting documentation, including efforts made with the Supplier to resolve it. All refund claims are subject to our Cancellation and Refund Policy.
Our Website General Term of Use apply to your access to, and use of, the Craneline website. The Website General Term of Use form a part of these Terms and Conditions.
PROMOTION TERMS AND CONDITIONS
From time to time Craneline may conduct promotions including but not limited to credit/coupon/voucher promotions and other giveaways or competitions. You should refer to the terms and conditions of such promotions which are normally posted on our website or otherwise are provided on request.
These Terms and Conditions constitute the entire agreement between you and Craneline as to the subject matter of this agreement and supersede all previous negotiations, understandings, representations, warranties, memoranda or commitments.
Except where otherwise expressly stated these Terms and Conditions do not create any relationship of principal and agent, joint venture, partnership or fiduciary relationship between you and Craneline and you agree that you are an independent entity.
- NO ASSIGNMENT
You must not assign, transfer these Terms and Conditions or any rights or obligations under these Terms and Conditions without the prior written consent of Craneline.
You may not rely on our words or conduct as a waiver of any right unless that waiver is in writing and signed by Craneline.
In these Terms and Conditions:
- words in the singular include the plural and vice versa;
- if a word or phrase is defined its other grammatical forms have corresponding meanings;
- ‘includes’ means includes without limitation; and
- an obligation to use reasonable endeavors does not require a party to incur a commercial detriment or payment obligation.
To the extent that any clause or part of any clause is in any way unenforceable, invalid or illegal, it is to be read down so as to be enforceable, valid and legal. In the event this is not possible, the clause (or where possible, the offending part) is to be severed from this these Terms and Conditions without affecting the enforceability, validity or legality of the remaining clauses (or parts of those clauses as the case may be) which will continue in full force and effect.