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Terms & Conditions

Travel Our Way Pty Ltd (ABN 51 671 432 938)
Booking Entity Authority Number: 228756

Business Information

This service is owned and operated by Craig and Pauline Toole trading as Travel Our Way Pty Ltd, ABN 51 671 432 938, hereafter referred to as Travel Our Way.

Cancellation Policy

  • Cancellations made more than 24 hours before the scheduled travel time (arrival or departure at Whitsunday Coast Airport) will receive a full refund.
  • Cancellations made less than 24 hours before the scheduled travel time are non-refundable.
  • Pre-booked (discounted) return transfers are non-refundable at any time for any reason.

Priority Boarding

Travel Our Way prioritises guests of Airlie Beach Hotel (ABH) but does not exclusively service ABH guests.

  • Inbound: ABH guests from Whitsunday Coast Airport (PPP) will be prioritised, where practicable, before drop-offs at other hotels or addresses.
  • Outbound: Guests not staying at ABH will be picked up before ABH guests, allowing the final ABH departure to be at least 90 minutes before flight time.
  • Pre-booked (discounted) return transfers are non-refundable at any time for any reason.

Pickup time confirmations are sent via SMS the evening prior to your scheduled transfer.

Pick-Up Window Procedure

  • Your driver will arrive within a 10-minute window of your scheduled pickup.
  • Passengers must be ready and waiting outside the pickup location during this time.
  • Drivers will not wait or enter premises to locate passengers.
  • If your bus hasn’t arrived within the pickup window, call us immediately at 0460 020 832.

Passengers who:

  • Are not ready during the scheduled time,
  • Choose to take alternative transport without calling to cancel,
  • Or are not contactable at pickup time
  • - May not be eligible for a refund.

Service Interruptions

  • Travel times are approximate. We are not liable for delays caused by traffic or other factors beyond our control.
  • Where needed, we may arrange secondary services to improve timeliness at our discretion.
  • No refunds are given for unavoidable changes or interruptions.

Mobility

Passengers must be able to board and disembark unaided, or travel with a care assistant or companion.

Pricing Policy

  • All prices include GST and are in AUD.
  • Prices and times are subject to change without notice.
  • Refer to the Cancellation Policy for booking terms.

Baggage Information

  • Fair use policy applies to luggage per standard airport weight guidelines.
  • Luggage must be clearly labelled with the passenger’s name and address.
  • Valuables and fragile items should be carried onboard.
  • Travel Our Way is not liable for loss or damage to luggage or personal items.
  • Excess luggage may incur additional costs, determined by the driver.

Passenger Information

Infants (0–1 years):

  • Travel free on the lap of a passenger (16+ years).
  • Infants in baby seats require a full fare ($29.90).
  • Rear- and forward-facing seats are available for free upon pre-booking.

Children (1–7 years):

  • Must use a seatbelt in their own seat ($29.90 fare).
  • Cannot sit in the front seat.
  • Child and booster seats are available for free upon pre-booking.

Under 16s must be accompanied by an adult.

Further information can be found under ‘Exemptions from complying with standard child restraint laws’ on the Queensland Government website.

Late Flights

Last service missed?

  • If your flight arrives after the final service of the day, alternative transport is at your expense. You’ll receive a full refund, unless the delay was caused by the passenger.
  • If your flight is delayed and you are not on the last service, call 0460 020 832 to be moved to the next available shuttle.

Note: Our services cannot wait for delayed flights or late passengers.

Travel Insurance

We recommend purchasing travel insurance prior to your trip for protection against cancellations, delays, or loss. Ask your travel agent for assistance.

Lost Property

  • Lost items can be claimed via email: info@travelourway.com.au
  • Items are kept for 3 months, then donated to charity.
  • Delivery of lost items may incur additional freight charges.

Website & Copyright

All site content, design, and branding (including logos and graphics) are the property of Travel Our Way Pty Ltd. Reuse, distribution, or copying is strictly prohibited.

We may update these terms without notice. Updates take effect upon being published on this page.

External Links

We may link to third-party websites. Use at your discretion. Travel Our Way is not responsible for external content, privacy practices, or any loss incurred from visiting other websites.

Last Updated: April 2025