Frequently Asked Questions (FAQ)

• Select your flight.
• Register and/or Sign in.
• Follow the steps online to complete the booking.

• No. We take your privacy and security seriously. As such we can only discuss details or make changes/cancellations to a booking with a listed traveller, credit card holder or another authorised person.For further information please refer to our Privacy Policy.

• If you are cancelling your booking and applying for a refund, Local X Connect will process your request within 48hours however please be aware that refunds are contingent on your tickets booking conditions (as stipulated by the airlines).
• Flight refunds from the airlines are subject to their terms and conditions and could have up to a 12-week processing time before they are refunded to the original payment method. As you are cancelling your fare, the following cancellation fees will apply (as per the fare conditions provided on your itinerary).
• Domestic: $50AUD per person, per booking.
• International: $300AUD per person, per booking.
• Once your refund is processed, your financial institution may take up to 7 days to post the credit to your account.
• Please refer to the fare conditions provided on your itinerary or email the Local X Connect Customer Care team at customercare@localxconnect.com

• Sometimes airlines will change or cancel certain flight routes. The best thing to do is stay updated by checking on your booking airline’s website prior to departure for the latest travel information that may impact your flights.
• We also strongly recommend you have adequate travel insurance so that you will have some protection against unexpected changes adversely impacting your travel plans.

• As your tickets are subject to the airline’s terms and conditions, your first course of action should be to discuss it directly with the airline.

• Yes, you can always change, however, changes process is contingent on your tickets booking rules and restrictions (as stipulated by the airlines).
• Please note the following Local X Connect change fees will apply (as per the fare conditions provided on your itinerary).
• Domestic: $30 per person, per booking.
• International: $100 per person, per booking.

• For Domestic Travel, you’ll need one of the following:
  • • A valid passport
    • An Australian driver’s license
    • Photo ID issued by an Australian State Government or the Australian Federal Government eg 18+ Card

  (If you don’t have any of these, please go to the Airline’s website for further information on identification)

  For International Travel, you’ll need the following:

  • A passport with at least 6 months validity from your scheduled return date.
  • Any necessary Visa items Yes, you can always change, however, changes process is contingent on your tickets booking rules and restrictions (as stipulated by the airlines).
  • Please note the following Local X Connect change fees will apply (as per the fare conditions provided on your itinerary).
  • Domestic: $30 per person, per booking.
  • International: $100 per person, per booking.

• While some countries will allow you in with your passport, others require approved travel visas before you can enter. Please check on https://visasdirect.com.au before you book and/or contact your Consulate/Embassy to check your specific requirements.

• We recommend you check your flight’s departure information directly through the Airline’s website. Using your Airline reference number, you should be able to find specific information regarding your flight in their ‘Manage my booking’ section.

• If you’ve purchased way too many souvenirs for your family and friends, then you might want to confirm your baggage allowance. You can do this by going directly to the Airline’s website that you’re travelling with and use the Airline reference located on your itinerary to ‘manage your booking’. From there you should be able to see your baggage allowance. If needed you should also be able to purchase extra online before you get to the airport (recommended) or at the airport counter (if necessary).

• Select your Accommodation.
• Register and/or Sign in.
• Follow the steps online to complete the booking.

• Yes, you can always change, however, changes are contingent on your accommodation booking rules and restrictions (as stipulated by the hotels and accommodation providers). Please refer to the specific information in your booking confirmation.

In general, most hotel rooms are fully changeable and/or refundable if you change or cancel before the hotel’s deadline.

Please be aware:

• Cancellation fees are determined by the property and listed in your cancellation policy.
• You may need to pay any additional costs to the property.
• Some hotel rooms are non-refundable.
• If you cancel a non-refundable hotel booking, or cancel your booking after the hotel’s cancellation deadline, you are not eligible for a refund, regardless of payment method used (points or card).

• You can find this in your booking confirmation.

• After you cancel a booking, you should receive an email confirming the cancellation. Check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, please contact the property to confirm they got your cancellation. If you don’t hear back from then within 48 hours please resend and copy us in at customercare@localxconnect.com so that we can also keep track of it for you.

In most cases, no action is required from you.

Often your hotel or accommodation provider will charge a prepayment for all or part of the total cost. Sometimes a property may have taken a test payment from your card. This is a temporary hold, that’s used to guarantee your booking, and will be returned to you.

In the unlikely scenario that you charged for something you didn’t expect, please contact the property in the first instance. IF you don’t get a satisfactory response contact us at customercare@localxconnect.com and while there’s no guarantee of success, we’ll try and contact the property on your behalf after you have submitted proof of charge.

• You can find the payment policy in your booking confirmation.

• Generally, yes. Most hotels and accommodation providers usually accept payment for extras and incidentals with a different card or cash.

• Generally, payments will be charged to your credit card at time of booking by Local X Connect. In some instances, however, the property may take a test payment from your card before your stay. This is a temporary hold, that is used to validate your card and guarantee your booking. Unlike a real charge, this test payment will be returned to your card.

If you’re arriving outside of your arrival time, we recommend you message the property directly and let then know. In most instances, the property will do their best to meet your needs, but cannot always guarantee your request.

We recommend: When booking make sure to request an early or late check-in/check-out; &

Contact the property as soon as possible with any changes to your travel plans that may impact your arrival time.

• Select Gift Certificate online.
• Follow the steps to complete booking.

• Print your voucher.
• Present your Voucher to your host when you arrive at your experience/activity.

• Sign into your account.
• Select booked activities.
• Re-print your voucher.

• Enter the unique Gift Certificate code during the online booking process.
• The value of the gift certificate will be deducted from the total activity value.

Each Voucher/ Gift Certificate has a maximum of 13-month expiry date from date of purchase.

• Log into your profile.
• Under booked activities, select manage my bookings.
• Select the one you would like to cancel.
• Select reason code from the drop-down menu.
• Click cancel.

• Please note, that while the booking fee portion is often non-refundable, a refund may be received on the activity value dependent on the activities cancelation policy (set by each Host providing the activity).
• Please refer to the individual terms and conditions of the Host providing the activity.

• Vouchers and Gift Certificates have a 13-month expiry booking expiry from date of issue.
• All vouchers and gift certificates not booked within 13 months from the date of issue will become null and void and not refundable.

• Your safety always comes first.
• Please refer to the LocalXConnect website for weather travel warnings.
• If a severe weather event (as officially notified by each country equivalent of its Bureau of Meteorology) takes place, all outdoor activities affecting the safety of guests will be cancelled.
• In these circumstances, guest will receive a full refund of the activity cost.

• Log into your profile.
• Under booked activities, select manage my bookings.
• Select the one you would like to cancel.
• Select reason code from the drop-down menu.
• A credit dependent on the refund policy will be applied to your account.
• Select a replacement activity to your cart.
• If applicable, pay the difference in price.
• Finalise purchase.

• All major credit and debit cards are accepted including Visa, Mastercard & Amex.
• Please note that a credit card surcharge may apply.

• All payments must be made in full by the one payment method (i.e. you cannot split payment between 2 or more credit cards).

• Please contact your bank or financial institution to make sure you have funds available and make sure you don’t exceed your daily limit prior to committing to the purchase.