Terms & Conditions Valid 01 April 2021 to 31 March 2022
General:
All costs, itinerary details, ferry schedules and accommodation information are correct at the time of publishing; however, these can be subject to alteration, sometimes without notice. All services and reservations provided are subject to the conditions of the principal providers and no responsibility is accepted by The Operator for misrepresentation, unforeseen omissions or additional costs incurred, including those arising from adverse weather conditions. No credit or refunds are available for unused services. Travel insurance is highly recommended. All 3rd party suppliers other than The Operator require booking confirmation unless otherwise stated.
Pricing, Blackout Periods and Minimum Night Stays
All fares and prices are in Australian Dollars and are valid from 1 April 2021 to 31 March 2022 inclusive. All fares and prices are subject to availability, surcharges, blackout periods, minimum night stays and seasonal variations. Always check your travel documentation for final prices. Some accommodation operators over peak periods have blackout dates or minimum night stay requirements. At the time of booking you will be advised if these dates affect your booking. High Season rates may apply to all bookings and all rates quoted are ‘from’ rates.
Credit Card Fees
A 1% fee for AMEX, VISA and MasterCard of total booking cost will be charged when paying for travel, service, package or product via these methods.
Booking and Final Payments:
Bookings can only be secured with 100% payment.
Cancellation Policy:
Applicable to The Operator ferry, tours, accommodation and packages. Cancellation of a booking of part thereof will incur the following fees: More than 30 days before departure – 10% of total cost Between 7 and 30 days before departure - 50% of total cost Less than 7 days before departure - 80% of total cost Within 24 hours of departure - 100% of total cost If a scheduled ferry service in cancelled by The Operator due to inclement weather or unforeseen circumstances a transfer to another service or full refund will be offered. A ‘no show’ will incur 100% penalty. No refunds are given on unused ferry tickets. No refunds will be made for services not availed once travel has commenced. All refund claims must be made in writing. Please note operators (other than The Operator) reserve the right to charge cancellation fees in addition to the above.
Ferry Ticket Policy:
Tickets are non-transferrable and non-refundable. ID must be presented to The Operator staff to be eligible to receive Australian concession or Australian student rates, otherwise a full fare applies. Lost tickets will not be reissued, including ferry and parking tickets. Damaged or faded multiple trip tickets can only be reissued if the original is surrendered and the expiration date and number of trips remaining are still legible. Multiple trip tickets will OPERATOR20 not be extended if circumstances are beyond The Operator control, including but not limited to weather conditions, result in scheduled services being reduced or cancelled.
Travel Insurance:
Holiday plans can be disrupted, and cancellation fees can be costly. Travel insurance is inexpensive and highly recommended for your clients. Please note that Travel Insurance may not cover disruptions caused by mechanical breakdowns or adverse weather conditions.
Child Policy:
Child prices generally apply to children aged 5 to 14 years, inclusive. In some cases, this may vary – please enquire at the time of booking. Accommodation for children under 5 is generally free of charge but some accommodation may impose a small charge and/or a fee for providing a cot. Children under 5 years of age travel free of charge on The Operator ferry services.
Room Configurations:
Twin share prices are based on a ‘double’ – two people sharing a double bed (queen or king beds at some properties) or ‘twin’, consisting of two single beds. Please request either a ‘double’ or ‘twin’ at the time of reservation. ‘Extra Adult’ prices are based on sharing with two other adults in the same room. Should the extra adult wish to have their own room they will be charged at ‘single’ rates. ‘Single’ prices are based on a person having their own room. ‘Extra Child’ prices are based on sharing the same room with two or more adults. Triple share prices are based on three people sharing one room with existing bedding (e.g. double/queen or king bed and a single bed).
Hire Vehicles:
Please note that the hire of vehicles and/or other means of transport (i.e. scooters) are subject to certain rules and regulations. Specific licenses and a credit card may be required. You may be required to wear appropriate protective clothing (i.e. closed in shoes when hiring scooters / trail bikes). Please check with the travel consultant for further information on any restrictions. All hire cars quoted in packages are located on Magnetic Island only.
Timings:
Please note that there may be specific times for set tours, checking-in and out of accommodation, and for the hire of transportation. These are specific to the operator and will not be responsible for any charges that may occur or for bookings that are cancelled as a result of the client not adhering to these set times. Please ask the travel consultant for further information.
Luggage Policy
Due to Workplace Health and Safety regulations, The Operator crew cannot carry or assist with luggage that exceeds 20kg or one cubic metre in size • Passengers are responsible for managing their own luggage within the terminal. Passengers requiring assistance with boarding and/or disembarking the ferry should seek assistance from a crew member when boarding commences • Trolleys are not available for hire or loan • Backpacks are to be carried on by the passenger and stowed in the luggage area as per directions from crew • All luggage is to be stowed in accordance with crew's directions and should not restrict access to safety equipment or block aisles or emergency exits • The Operator cannot store any luggage at any time at Breakwater or Nelly Bay Terminals. Coin operated luggage lockers are located in the Breakwater Terminal and accessible during Terminal operation hours • The Operator takes no responsibility for any loss or damage to luggage in terminals or on-board the ferries OPERATOR20 • The Operator reserves the right to refuse to carry luggage that does not comply with our Luggage Policy or Dangerous Goods Code and the vessel's Master has the final decision
Conditions of Ferry Passage:
By purchasing a ticket, The Operator’s passengers agree to be bound by the following terms and conditions of travel: 1. The Operator is not a common carrier and reserves the rights to refuse to carry any passenger, baggage or goods at its discretion. 2. As a passenger, you agree that you will accept the delivery of services from The Operator at your own risk. The Operator will not be liable for any loss or damage, howsoever or whatsoever caused, as a consequence or arising, indirectly or directly, out of the provisions of services to a passenger, including, loss and/or damage occasioned by The Operator and/or its agents and/or its employees negligence. 3. The Operator ferry tickets are non-refundable and non-replaceable and The Operator staff reserve the right to refuse travel to any passenger with an invalid or illegible ticket. 4. When you travel on The Operator’s service, you must: a. be present at the terminal a minimum of fifteen (15) minutes prior to the service's scheduled departure time. b. once boarded keep your ferry ticket with you until your travel is complete. c. respect our employees, including our vessel crew and promptly obey any instructions given to you, including a direction to provide your ferry ticket. d. listen carefully to the safety briefing, identify your nearest exits, and familiarise yourself with the location and operation of safety equipment. e. behave in a way which does not disturb or cause offence to your fellow passengers; f. produce a valid Australian concession card, student identification card or proof of identification at the request of The Operator staff. (International concession and student cards do not apply) g. be wearing a shirt to be permitted to sit inside ferry cabins h. drink in moderation and only consume alcohol which we supply to you on the vessel – not alcohol that you bring on board with you. 5. School students travelling on a Queensland Transport subsidy are required to abide by the Queensland Transport Code of Conduct for school bus travel. Copies of the code are available from Queensland Transport or The Operator. 6. All children under the age of 12 years must be accompanied by a parent or guardian when travelling outside official school days and services - 7:10am, 7:50am, 3:45pm and 4:30pm (unless travelling home after school related activities i.e. sport, school production etc.). a. Children who are 9 years and younger MUST be accompanied by a parent/guardian or an immediate family member who is over the age of 15 years b. Children aged 10 years to 11 years can travel unaccompanied provided an "Unaccompanied Minor Waiver" form, which can be collected from the Terminal, is completed and handed to the skipper of the vessel by a The Operator staff member. Children this age are only allowed to travel between the hours of 8am and 5pm. 7. When you travel on The Operator’s service, you must not: a. Smoke, (including e-cigarettes); OPERATOR20 b. behave in a manner which would be considered by a reasonable person to be offensive, or in a manner which might cause discomfort, distress, offence or injury to another person; c. board, or alight from, or attempt to board or alight from the vessel whilst it is in motion, or without permission from the crew. d. disobey the directions of the staff or vessel crew; e. be under the influence of or use illicit drugs on board our vessel, or use prescription drugs which you are not medically required to take; f. do anything which may endanger the safety of the vessel on which you are travelling, or the safety of our vessel crew or your fellow passengers; and g. tamper, interfere with or damage any part of the vessel or the equipment carried on board. h. undertake activities such as cycling, roller-skating, skateboarding or any other such potentially hazardous behaviour. i. perform upon any musical instrument, distribute any advertising materials or offer any product for sale within the terminals or onboard the ferry. j. obstruct passageways, if required please seek assistance from crew with regards to where to place luggage, pram or wheelchair during the voyage. 8. We reserve the right to take all steps which are reasonably necessary to ensure the safety of our employees and guests on board the vessel. If in the opinion of our crew you have not complied with your obligations as stated in these Conditions of travel we may take steps which include any one or more of the following: a. move you to another seat, or another part of the vessel; b. remove you from the vessel; c. report you to the relevant authorities; d. refuse you from travelling on The Operator services, for any duration of time we believe is appropriate. 9. You may be refused boarding of the vessel, or be requested to leave the vessel; a. If you are in breach of these Conditions, objectionable to other passengers or our employees, or are for any reason, disturbing, causing discomfort to or threatening the safety or security of other passengers or our employees or any of our property; or b. If it appears to us that you are under the influence of alcohol or drugs or are not physically or mentally fit to travel; or c. You have failed to comply with our reasonable directions (including the directions of our staff and vessel crew); or d. You have not paid the Fare or any applicable taxes or charges, your Ticket has been reported lost or stolen (if applicable), has been dealt with by you in a way which contravenes these Conditions or has otherwise been acquired unlawfully; or e. You are, or are suspected to be, unlawfully in possession of drugs, or in possession of illicit drugs; or f. You have tampered in any way with the vessel or its equipment, made a threat, or in any way put the safety of the vessel in danger; or g. If we reasonably believe that you may pose a threat to the safety or security of the vessel, other passengers or our employees. 10. All passengers must comply with The Operator QLD policies when travelling with luggage or pets, which are summarised here. Details of the full policies are available from terminals they are also available on our website. a. Travelling with Animals i. Dogs must be muzzled while in and around the terminal, in passenger waiting areas, during boarding and while on board our vessels. They are to be seated on the outside areas of the vessels. ii. Other animals must be restrained in a suitable box, basket or container at all times. iii. Animals are not allowed on seats and must not obstruct passageways. b. Luggage i. Due to Work Health & Safety Regulations, The Operator crew cannot assist with luggage items that exceed 20kg or one cubic meter in size. OPERATOR20 ii. All luggage is to be stowed in accordance with crew’s directions and must not restrict access to safety equipment, aisles or emergency exits. iii. Where a luggage trolley has been booked, any passenger loading luggage items must adhere to the load limit level within the trolley for heavy items. iv. Fishing equipment: all lures and hooks are to be removed from fishing rods; and spear guns are to be handed to vessel crew during boarding for safe stowage. c. Dangerous Goods are not permitted to be carried onboard The Operator vessels. Where a passenger is unsure, they are required to declare the item/s with the Vessel Master: i. Corrosive substances (e.g.: acid, Industrial cleaners, pool chlorine, wet cell batteries, engine oil) ii. Toxic substances (e.g.: oil based paint, used paint tins) iii. Flammable/explosive substances or items containing these (e.g.: compressed gasses, fuel, tyres, combustion engines) iv. Radioactive materials v. Bulky/Awkward items (e.g.: Sharp objects, glass panels, furniture) vi. Cement and plaster bags, fertiliser, dirty car parts vii. Machinery (unless brand new) 11. The Operator staff shall strictly enforce all applicable liquor licensing legislation, including, but not limited to the Palm Island Alcohol Management Plan for services between Palm Island and Townsville. 12. Although we will try to accommodate your choice of travel time, we do not guarantee seat availability. Passengers are boarded on a first come first served basis. Under maritime law should the vessel on service reach its maximum passenger carrying capacity it cannot not board further passengers. Some passengers may have to wait for the next available ferry. 13. We will use our reasonable endeavours to operate in accordance with our published timetable. However, we do not guarantee the ferry times and they do not form part of your contract of carriage with us.
