Consumer Guarantees

Last updated: 11 May 2026

CK-Travelers Australia Pty Ltd is committed to complying with the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). This page explains your consumer rights when booking travel services through us.

1. Consumer guarantees for services

Under the ACL, services we provide to consumers come with automatic guarantees. These cannot be excluded, restricted, or modified by any contract or terms. As a travel agent, we guarantee that our services will:

  • Be provided with due care and skill — we will act with the competence, skill, and diligence expected of a professional travel agent
  • Be fit for any particular purpose — where you have told us your specific requirements, we will use reasonable endeavours to arrange travel that meets those requirements
  • Be provided within a reasonable time — where no time is specified, we will provide services within a timeframe that is reasonable in the circumstances

2. Accurate pricing and information

Under the ACL, we are required to ensure that all pricing and descriptions are accurate and not misleading. This includes:

  • Flight deal prices: All prices on our website include a "price verified" date. Prices are subject to availability and may change. The price you are quoted at the time of booking is the price that applies.
  • Package inclusions: All travel packages clearly state what is included and excluded. We do not imply inclusions that are not explicitly stated.
  • No hidden fees: Our service fees are disclosed before you confirm any booking.

3. Remedies if a guarantee is not met

If we fail to meet a consumer guarantee, you are entitled to a remedy. The type of remedy depends on the severity of the failure:

  • Minor failure: We will fix the problem or provide a price reduction
  • Major failure: You may cancel the service agreement and receive a full refund, or keep the service and receive compensation for the difference in value
  • Consequential loss: You may be entitled to compensation for any other reasonably foreseeable loss caused by our failure

4. Supplier guarantees (goods and services provided by third parties)

As a disclosed agent, the contracts for flights, accommodation, and tours are between you and the supplier. Consumer guarantees for those services run against the supplier. However, if we have provided inaccurate information about a supplier's services, you may have a claim against us under the ACL's misleading conduct provisions.

We will assist you in pursuing a remedy from a supplier if their services do not meet consumer guarantees, including by facilitating communications and assisting with documentation.

5. Misleading and deceptive conduct

Under the ACL, we must not engage in conduct that is misleading or deceptive, or that is likely to mislead or deceive. This includes our advertising, website content, verbal representations, and written communications. If you believe we have made a misleading representation, please contact us immediately.

6. Exercising your rights

If you believe we have failed to meet a consumer guarantee or have engaged in misleading conduct, please:

  1. Contact us directly to raise your concern — see Complaints & Disputes
  2. If unresolved, you may escalate to the ATAS dispute resolution process (once ATAS accreditation is confirmed)
  3. You may also contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au
  4. Or your state/territory consumer protection agency (e.g., NSW Fair Trading, Consumer Affairs Victoria)

7. Contact

For any consumer rights enquiries, please contact us. We take all consumer rights matters seriously and aim to resolve any concerns promptly and fairly.