What airlines are applicable for date changes with Black Market Essentials?
Student Flights Black Market Airlines are all included, and are exclusive to travellers under the age of 26 or full time students. The airlines are as follows: Air New Zealand, Emirates, Etihad Airways, Lan Airlines, Qantas, Qatar, South African, and Virgin Australia. (note: these carriers may change at any time, please check with your travel consultant for the most up-to-date information)
When can I request a date change?
Requests to change your travel dates can only be requested once your outbound flight (departing Australia) has been travelled.
Requests to change dates can be made via the following:
- Email - firstname.lastname@example.org
- Phone - +61 2 8121 2132
- Website - www.studentflights.com.au/BMEssentials
Note: a maximum of three date changes are permitted on your booking, when purchased with Black Market Essentials.
Are there flights that can’t be changed?
Yes. If you purchase a non-Black Market fare that the airline determines is ‘not changeable’, then you won’t be able to apply your ‘Free Change’. Your Student Flights travel consultant will make you aware of this, and any other restriction when booking your flights. Some round-the-world airfare are not eligible to be combined with Black Market Essentials.
I change my flights, are there additional costs?
Yes, if you are changing to a more expensive fare, such as changing from low-season to high season, or changing to a flight that has limited availability, or when you need to change to a different booking class. Your Student Flights travel consultant will be able to advise you of your options.
Can Black Market Essentials be purchased after I've made full payment?
No. You must purchase your Black Market Essentials pack prior to making full payment on your flights.
What happens if my flights are code-share with another airline?
Providing your ticket is plated to a Black Market airline, that departs and returns to Australia it will be eligible for three date changes and price drop protection.
Are round-the-world tickets included?
Yes. Most round-the-world tickets are included. They may incur additional charges due to variances in airline taxes and fare costs.
What is the 'Price Drop Protection'?
A customer who purchases Black Market Essentials (BME) fare is entitled to a refund on the price difference if they find a cheaper advertised fare within 30 days of paying in full for their ticket (or prior to departure, whichever is sooner).
What are the conditions?
- This applies to Black Market (BM) carriers only
- The customer must provide us with evidence of the cheaper advertised fare within 30 days of paying in full for their BM fare and before departure – whichever is sooner
- The price must be on the same carrier, same dates, same routing and same booking class.
- The price difference is applied to the total airfare plus taxes and surcharges. E.g. The original fare was $900 plus $250 taxes ($1,150). The cheaper fare two weeks later is $850 plus $265 taxes ($1,115). The refund amount is $35 taking into account the total difference at time of comparing the prices.
- The refund is provided in the form of a Student Flights Gift Card only
Do we require the cheaper advertised fare in writing?
This is preferable but not necessary. We should verify the advertised fare by checking the source. Contact your Product Manager if you need assistance with this.
What if the customer books a BM fare and is departing within 30 days?
They have 30 days to provide us with a cheaper advertised fare or do so before departure – whichever occurs first.
What if the customer is booked and ticketed in M class for example and they find a cheaper advertised fare in a lower booking class – it’s not apples for apples?
Our Price Drop Protection applies to the applicable booking class and does not apply when the new fare is in a different class to the one booked. If you have any questions about this, you can call your Product manager for advice.
What if the customer finds a cheaper advertised fare on the same carrier, same routing, same booking class and same date but on a different flight number?
Our BME Price Drop Protection applies when all the conditions match – date, booking class, routing and flight number.
Can I approve a Price Drop Protection refund automatically?
As with the current price beat process, if the difference between the two fares is $60 or less per adult, you may automatically approve and issue a gift card for the difference. If the amount is greater than $60 per adult, you must contact your Product manager for approval.
Can the customer go to any Flight Centre brand store to claim their Price Drop Protection refund?
No. We would direct all customers back to the consultant and store they made the original booking with. If the customer does not wish to deal with their original consultant or store, please contact your Product team for advice.
How do I record the Price Drop Protection refunds? Will I sit on a negative?
All Price Drop Protection refunds must be recorded. As a temporary measure to assist with the new process, we will use the Price Beat Portal to record these.
For Price Drop Protection transactions only:
- Open the Price Beat Portal
- Select 'international air'
- Select the competitor as 'Price Drop Protection'
- Select the carrier and complete the other fields with the normal information
- Where you can, attach a copy of the new, lower advertised fare
- If automatically approved, issue a gift card for the total amount
- If pending approval, contact your Product team
What if my customer wants a cash refund?
The customer facing terms and conditions will clearly state that the only refund permitted will be in the form of a Student Flights gift card.
What if the customer brings in a cheaper price for a fare that wasn't a BM fare?
The Price Drop Protection only applies to BM fares. If the customer presents a quote at time of booking then our standard price beat process comes into play. If a customer presents a cheaper quote after the booking has been ticketed and it was not a BM fare then they are not entitled to a Price Drop Protection refund. Contact your Product team if you need to query this.
What can the gift card be used towards?
The gift card can be used for all travel products we sell except Cash Passport and foreign currency. All gift cards are valid for 12 months.
Does the customer have to redeem their gift card with their original store?
No. The customers can redeem the gift cards in any Student Flights store (Obviously the aim is for the customer to deal with you!!)
How do we order more gift cards?
Please go to ‘Gift Cards and Registry’ on the intranet and follow the prompts or contact Gift Cards Support Australia in the phone book on (03) 90263859
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