Frequently Asked Questions

Where is your office?
We have two stores in Brisbane – click here for full details.

Do I have to come into your office to make a booking?
No, you don't have to come in person.  We can help you over the phone or via email.  Our phone number is 1300 GO DISCOVER (1300 463 472) or you can email us info@discoveremail.com.au . We also have mobile consultants available who can come to you!

What if I can't find what I want on your website?
We have some great deals on our website but we certainly can't include all our destinations and products.  If you can't see what you are looking for, please call us on 1300 GO DISCOVER (1300 463 472) or email us info@discoveremail.com.au and we can help you arrange your travel.

How do I subscribe to your e-newsletter?
It's simple! Click here to add your details.

Can I have an open dated ticket?
Your outbound flight must always be booked for a set departure date as this is how the airlines determine the price of the ticket.  Some airlines will allow for an open-dated flight on the return journey while others will allow you to book a tentative date at the time of booking then change it later.  The airfare rules, fees and charges will vary by airline so please check with one of our travel consultants for full details.

Do they still do standby tickets at the airport?
Airlines no longer sell standby tickets at the airport.  You can buy a ticket at the airport but you will be charged the best available fare – sometimes this will be a full fare which can be very expensive.

What countries do I need a visa for?
For the latest information on visa requirements, please click here.

Do I need a visa for the USA now?
The Visa Waiver Program (VWP) enables nationals of certain countries, including Australia, to travel to the United States for tourism or business for stays of 90 days or less without obtaining a visa, if certain requirements are met. Since 12th January 2009, all travellers to the USA under the VWP need to complete an ESTA (Electronic System for Travel Authorization) online before travel.  For more information, please visit: http://canberra.usembassy.gov/visa_waiver_prog.html. We recommend that you print out and carry a copy of the confirmation page as some airlines may ask to see proof that you have completed the ESTA.

What are the rules for travelling with liquids?
To increase your safety, there are rules about taking liquids, aerosols and gels on flights. For full details, please visit the Australian Government website: http://travelsecure.infrastructure.gov.au/international/lags/index.aspx
Special note – if you are transiting through another airport, you should check with the airline if you can purchase duty free before you embark. In some instances, you can only purchase duty free at the airport immediately prior to your final leg.

When should I be making my bookings?
There is no simple answer to this question as it varies greatly depending on your destination and your type of travel.  Generally speaking, the earlier you book, the cheaper the price as the airlines, tour companies and hotels still have availability at their lower rates.  This certainly is not always the case though so we recommend you speak with one of our consultants to get advice relevant to your planned trip.

Do I receive my tickets the day I pay?
Most airlines issue electronic tickets now which means that you may be able to receive your ticket confirmation the same day you pay.  However in some instances we have to order the tickets from a third party, particularly if you have booked a package deal, which means the ticket confirmation will be sent out to us 2-3 weeks prior to your travel.

Can I use my credit card overseas?
Most credit cards can be used overseas where the relevant American Express, Diners, Visa or Mastercard symbol is displayed.  To enquire about information on your credit card options available overseas, you should speak with your own bank’s customer service department.  Alternatively, you can use a Travelex Cash Passport to carry your holiday money – ask us for full details.

Does my EFTPOS card work overseas?
Some EFTPOS cards can be used to withdraw cash at overseas ATMs.  To enquire about information on your EFTPOS card options available overseas, you should speak with your own bank’s customer service department.

What size of bag can I take on board with me?
Most airlines allow one bag with total linear dimensions equal to 105cm (23 cm in depth, 34 cm in height and 48 cm in length) weighing no more than 7 kilograms.  The allowance does vary between airlines so please check with one of our consultants for specific information regarding the airline that you will be travelling with.

Can I take my medicine on board with me?
Travellers taking medicine overseas are advised to check they are not carrying a substance that is considered illegal in their country of destination. Travellers should contact relevant embassies before leaving Australia .  If you are planning to take medicine overseas for your own personal use or the personal use of someone travelling from Australia with you, as a minimum, you should:
- contact the embassy of the country you are visiting to ensure the medicine is legal there;
- carry or enclose a letter from your doctor detailing what the medicine is, how much you will be taking and stating that the medicine is for your personal use; and leave the medicine in its original packaging.
For more information, visit the Medicare Australia website - http://www.medicareaustralia.gov.au/public/migrants/travelling/medicines.jsp

Do I need to book a transfer from the airport to my hotel?
This is very much an optional decision when you book your holiday.  Most people enjoy the peace of mind of arriving in a new place and not having to worry about trying to find a taxi or navigate on public transport, particularly after a long flight.  

Why do I need Travel Insurance, I never get sick?
The Australian Government recommends that all travellers should take out travel insurance before going overseas.  For full information, please visit the Smart Traveller website - http://www.smartraveller.gov.au/travel_insurance.html

Can we choose our seats before we fly?
Where possible we will request your preferred seating with the airline however the airline reserves the right to change your allocated seating at any time. Some airlines now charge for seat requests or only allow seat requests online within 24 hours of departure so please check with your travel consultant at the time of booking to find out all options.

Who do I contact in case of an emergency?
As the saying goes “Without a Travel Agent you are on your own”. We can be contacted in case of an emergency 24/7 by calling the office phone number.

What do you mean the flight is waitlisted?
Depending on the airfare you have purchased, you may be able to waitlist on a flight. This means at the time of booking, there were no seats available for your selected fare so you will be placed on a waiting list in case there are cancellations.

What is a “Run of House” Room?
Run of House is equivalent to a standard room category. It means that the hotel assigns your actual room at check in and does not guarantee any specific type of room or bedding type (e.g. king vs. double beds). However, we are more than happy to pass along requests to the hotel and they will accommodate your requests whenever possible.

What do you mean by the hotel is “on request”?
Sometimes we cannot confirm your hotel immediately.  We have to send a request to the hotel to confirm that they have the selected room available at our agreed rate.  In this instance, the hotel will be listed as “on request” and we will normally receive an answer from them within 72 hours.

What is a full board rate, half board rate or room only rate?
Full board means that the room rate includes three meals per day (breakfast, lunch & dinner).  Half-board means that two meals per day are included (breakfast and lunch OR dinner).  Room only means that no meals will be included with the room rate.

Does it cost more to pay by credit card?
If you use a credit card to pay for your booking, you may be subject to a “credit card surcharge” so that the bank costs incurred by us can be recovered.  This will depend on the type of card you are using so please check with one of our consultants for full details.  You can avoid this surcharge by paying by cash, direct deposit or cheque.

Can you arrange frequent flyer bookings?
Yes we can help you book your frequent flyer tickets however we do charge a service fee of $58 per person for domestic flights and $116 per person for international flights.