FAQ

Frequently Asked Questions

Payments

I didn’t receive a confirmation email for my booking.

Please check the email in the inbox/ junk folder of your registered email ID.

What is the next step after I get the booking confirmation for my booking, which is partially done with a deposit payment only?

As per the confirmation email, please complete the balance payment immediately.
Failure to complete the payment on time may result in your booking being cancelled.

How can I make the payment for my booking?

There are 2 ways to process the payments.
1. Pay ID – Reflects immediately in the account (If you are paying for the first time, please check with the bank to release the payment to our account).
2. BPAY – Takes 24 hours to reflect (BPAY invoice would be issued in 1-2 hours).
Payment details will be emailed to your registered email shortly after your booking.

How much do I have to pay as the initial booking fee?

An advisory service fee of 5% of the total booking price is charged.

How long will it take for confirmation after making the full payment?

1. GDeals e-tickets are issued at least 7 days prior to the departure date.
2. All Flight e-tickets are issued 24-48 hours upon receiving the full payment.

Should I use the BPAY invoice payment format that I have received from the Gaura Travel email to make the payment?

Yes, if the format contains a Biller Code and Reference Number, please go ahead and make the payment using that.

Booking/ Flights

Will the airline provide inflight entertainment?

Generally, full-service airlines provide in-flight entertainment. However, it is based on the particular airline for LCC (Low Cost Carriers).

E-Tickets/ Check-In

How many hours prior do I need to check-in for the international flight?

We recommend that you check in 3 hours before your departure time. Web check-in can be done 48 hours before the flight. However, web check-in is not available for GDeals.

Does Business Class have a separate queue at the time of check-in?

Generally, there is a separate check-in-queue for Business Class travellers.

What to do if I missed one flight hence unable to reach my second flight on time?

Please reach out to the local airline staff immediately.

Is the ticket refundable?

Please review the airline’s terms and conditions at the time of the booking. However, if you need further information about the T&Cs, kindly fill up the refund application form or visit the portal. We have a dedicated team to manage this area and they can advise you on the airline’s terms and conditions on your booking.

Will I be able to change the date of my ticket or hold the ticket on credit?

Please review the airline’s terms and conditions while making the booking. However, if you need further information, kindly contact the Date Change team on 1300 259 463.

I have received one of the tickets. When will I receive the other?

1. GDeals e-tickets are issued at least 7 days prior to the departure date.
2. All Flight e-tickets are issued 24-48 hours upon receiving the full payment.

Can I change the name on the e-ticket? Is the ticket transferable?

Airlines do not allow any name changes or ticket transfers. You may apply for a refund based on the terms and conditions stated on your ticket.

Baggage

What will be the baggage allowance for Adult/ Child?

Generally, most airlines allow up to 30 kg of baggage per Adult/Child. However, baggage allowance is subject to the different airline(s)’ terms and conditions. Kindly check the booking confirmation/ticket to review the baggage allowance.

How much luggage can be carried for an infant?

Generally, most airlines allow up to 10 kg of baggage per infant. However, baggage allowance is subject to the different airline(s)’ terms and conditions. Kindly check the booking confirmation/ticket to review the baggage allowance.

Is stroller/ baby pram included in infant baggage?

If you check-in your stroller or baby pram at the airport, it will be included as a part of your infant baggage.
Generally, if you bring it on the flight, then it will not be included in infant baggage.

Do I need to collect my baggage in the transit country as well?

Generally, your bag is tagged all the way through to your final destination. However, we advise you to check that your bags are properly tagged to your final destination at the time of check-in.

Do I need to collect my baggage from the international flight and again check in into domestic flight?

Generally, the first port that you arrive at an international destination you need to do immigration and checkout the baggage and re-check in into your domestic flight.

How many bags can I carry?

The total weight of baggage allowance and number of allowed bags would be mentioned on your booking confirmation/ticket. For your convenience, we do not recommend anything greater than 2 bags to cover your weight allowance.

Is a Laptop bag / Ladies’ hand bag included in carry-on baggage (7kg)?

Generally, laptop bags/ handbags are not included in the 7 kg carry-on baggage allowance.

Meals

Will the airline provide meals for each passenger during the flight?

Generally meals will be provided for each leg of the journey on full-service airlines. However, for low-cost carriers, it is based on each of their policies.

Seating

Would I be able to choose my seat?

Generally, you are able to choose your seat through the airline’s website or by calling the airline. However, we can request a specific seat for you, which would be subject to the airline’s confirmation.

Frequent Flyer

How can I add my Frequent Flyer in this Booking PNR?

We can add your FFN number to your booking.
Frequent Flyer Points are not accruable or redeemable for tickets under our ‘Flight Deals’. 
However, if you purchase the tickets under ‘Flights’ on our website, you can provide us your FFN number, and we will update it in your PNR.

Date/ Schedule/ Data Change

I made a deposit payment for my booking but filled in the details incorrectly (Name/ DOB/ Salutation, etc.). How can I correct it?

If you entered your Name/ DOB/Salutation incorrectly while booking, please contact our Date Change Team at 1300 359 463 or 91 3335 076 444.

How can I submit my Date Change request via the customer portal?

You can self-lodge your Date Change requests via the customer portal and communicate with our Date Change Team directly over chat for any of your date change requests.

If you still need to get a user account, call our Date Change team at 1300 359 463 or 91 8585 027 970, and our team will assist you in this process. 

Otherwise, please follow the below instructions to sign up with a new user account to submit your Date Change request; 

1. Click on the Login button on the home page of the Gaura Travel website: https://wpt.yourbestwayhome.com.au/ 
2. Create a new user account using the ‘Sign Up’ form if you log in to our customer portal for the first time. Then fill ‘Login’ form to log in to the account. 
3. If you already have an account, please fill in the login credentials to log into the customer account to self-lodge your date change request. If you forget your user credentials, click the ‘Forgot Password?’ button to reset your old password. 2.
4. Once logged in, please select the ‘Request Date Changes’ button in the left corner.
5. You can fill out the Date Change request form and submit it. 
6. After submitting the Date Change request form, please ‘View’ the Date Change request in the list view, and you will be able to chat with the Date Change Team regarding your concern in detail and follow up on your lodged requests/concerns with the team.

Cancellations/ Refund

I have overpaid for the ticket in deposit/ balance payment. How do I get the refund?

Fill out the Apply for Refunds or User Portal (Click on the Login button on the home page of the Gaura Travel website to apply for your refund, and our Refund Team will contact you.

Can I cancel the booking by myself? Do I need to get help from your team to cancel the booking?

Fill out the Apply for Refunds or User Portal (Click on the Login button on the home page of the Gaura Travel website) to apply for your refund, and our Refund Team will contact you.

How long will it take to process a refund?

Depending on the airline, refund processing could take at least six (6) months or more. If you have received an email, please respond to that email.

I am not planning to use my airline credit voucher. Instead, can I request a refund for my previous booking?

Refunds can be submitted on  Apply for Refunds or User Portal (Click on the Login button on the home page of the Gaura Travel website). If you are still waiting to receive a reply after two working days, please email us at [email protected], and we will get back to you as soon as possible.

I pressed the “Refunds” option in IVR, and now why are you asking me to email?

We ask you to email us because the Refunds team is unavailable on call. We will guide you on how to apply for a Refund using the Customer Portal. The Refund team will be only processing refunds and will be in contact through email.

Can I call the Airline and follow-up on my refund?

You can contact the airline for your refund follow-up.

I have received an e-mail regarding my refund; what should I do now?

We recommend you reply to the same email with your concerns, and the dedicated team will answer you.

Travel Restrictions

I want to send my child under 18 years of age with his grandparents. How should I request this procedure?

Generally there is no such procedure. But we recommend that you carry a No Objection Certificate issued by both parents.

Unaccompanied Minor:
Gaura Travels with assist you with your Ticket, However for unaccompanied minor regulations we recommend that you contact the airline.:

Is there any airline policy to follow during the flight for pregnant mothers?/ Can I travel if I am pregnant?

Please obtain the “Fit to Fly” document from your doctor to ensure your flight eligibility during the pregnancy.

Special Requests/ Miscellaneous (Wheelchair/ Bassinet)

Will there be any bassinet provided for my infant? Can I request a Bassinet?

A bassinet can be requested from our end by calling us at 1300 359 463. However, the request is subject to airline availability.

Can I request a wheelchair, and will it be provided for my domestic flight as well?

Wheelchairs can be requested, and you have to request a wheelchair when making the booking with us. However, the request is subject to airline availability.

Passport/Visa

My passport is not valid for 6 months. Will I be allowed to travel from India?

Generally, all passengers must have a passport valid for 6 months. We would recommend you get in touch with your local immigration office.

Can I update my passport number?

Only the passport number can be updated at the time of check-in. However, if Salutation/Name/DOB needs updating, please contact our DC team at 1300 359 463.

Do I need to have a transit visa while transiting through another country?

Please see the eVisa section of our website for more information. For visa-related matters, you may contact the relevant immigration website.

Is Gaura Travel able to assist me with obtaining a travel visa?

We are only able to assist with the purchase of the tickets. You can find information about obtaining an eVisa in the eVisa section of our website.