Frequently Asked Questions

Find answers to the most Frequently Asked Questions customers ask during the research stage of a holiday
There are several ways to book online and there are a few ways you can obtain pricing for instant booking. For example, you can use the search function to use the search function and enter your departure city, dates, total number (adults and kids with ages) travelling and your desired destination. You will then be presented with search results with pricing and availability. From there, clicking ‘view more’ will take you the package builder on the product page and on that page you can select your room preference.
Most resorts in the South Pacific are internet-friendly and have online inventory management systems which we’re patched into. So when you’re looking at a Fiji holiday package, Cook Islands resort page or a New Caledonia hot deal, you’ll see accurate pricing in terms of AU$. The booking process will add on discounted flights, transfers, taxes and insurance as you need. Simply, as you keep on building the holiday, you’re building your own quote! But there are a few resorts which are remote even from the destination’s perspective and don’t have live booking facilities. In these cases, there’s a little Enquire Now button. Our South Pacific Specialists call up the resort, ask for reservations on the dates you’ve specified, add on your requirements and email you a quote within our defined time-frame.
If you are after a specific resort and wish to create your own package, please choose the destination from the navigation menu and go from there. This allows you to see all resorts as well as the facilities of each resort with our use of icons and wording. Click on the book now button against the resort and you will be taken to the product page where you can manipulate your dates, total travelling, choose your room, flights, tours, transfers and then checkout.
We also have Hot Deals that are available for a limited time as well as Featured Packages that have been selected and built by our product team to maximise value and bonuses and are of set duration. Check out our Hot Deals for Cook Islands, Fiji, Islands of Tahiti, New Caledonia, Micronesia, Vanuatu, Samoa and more!
Featured Packages are the deals which have basically some of the season’s best Spots Pacific holidays. They may be all-inclusive, adults-only, with transfers to remote resorts included and so on and so forth! We’ve also made them into a quick and easy drop-down which lists the holiday packages by categories. They’re a steal – is what we’re saying.
Please contact our reservations team whom will personalise your package and put together relevant group flights and specials based on number of adults. You can call them on 1300 991 751 or email or chat with Alex and submit your enquiry!
Please contact our sales team or email us on and we will procure anything South Pacific wide. We can also look at helping you with global flights and bookings.
Our reservations team is available 9am to 5pm Monday to Friday and 8:30am to 11am on Saturdays Australian Eastern Standard Time. You can always use our chat bot or leave a voicemail or email us on
Find answers to the most Frequently Asked Questions customers ask on booking holiday packages more than 1-2 years away.
Find answers to the most Frequently Asked Questions travel agents ask!
You can call us on 1300 991 751 during business hours and speak to our South Pacific consultants. We will provide you with a nett to agent quote for you to package and gross up to your clients. Alternatively, you can also email which is monitored 24×7. Our turnaround during business hours is 1 hour for travel agents.
As a South Pacific destination wholesaler, Hideaway Holidays can extend agent support services in the context of a preferred supplier relationship. Please email to get in touch and we will set up a meeting with you on priority!
Please raise your concerns in writing to as ‘High Priority’ with all information and copy For urgent matters, also copy
We’ve provided multiple sources and points of contact to get in touch with us. Basically, we’d love to hear from you!
We have a full service, accredited South Pacific specialist reservations team. You can reach us by submitting an enquiry via our chatbot, calling us on 1300 991 751, emailing us on or filling in an enquiry form. Our team is available during business hours Monday to Saturday and we have skeleton teams available after hours.
We have management and specialists monitoring emails and after hour voicemails. If something is urgent, please email and
If you have started building your holiday package online and wish to have a consultant add on or finish it for you, please call us on 1300 991 751 and advise what dates, hotel as well as the time you were building the booking online. On providing this information, our team can back trace what you were doing online and assist you in completing the booking offline.
Our team would be more than happy to call you at a time convenient to you, please submit a call back request form with your preferred contact time and we will speak to you then
If you want our team to come back to you with a proposal, please fill in an enquiry form or go to the contact-us page and we will revert within 12-24 business hours.
Learn about how our meld of bleeding-edge tech and tried-and-tested systems assure you of ‘what you see is what you get’!
We integrate direct connections with the Amadeus Global Distribution System and access global inventory of flights and create your own passenger name record (PNR) instantly on checkout once you provide your details and a method of payment. Hideaway Holidays has relationships with major airlines globally. We use consolidators to issue your tickets which gives another layer of professional oversight to ticketing. All consultants in reservations, accounts and booking support are trained in identifying the best available fares and holding reservations to ensure minimum fare price fluctuation. We also consult with our sister entity which is a full-service IATA travel agency in ticketing and, at times, use them for ticketing where customer value is directly identified.
Hideaway Holidays is contracted with hotels in a direct wholesale capacity and this means that all reservations are secured through our channel management systems which include Pacific BedBank, SiteMinder and/or with dedicated reservation teams at the supplier end. Your consultant will advise you once a booking is done, and on your documentation that accommodation is secured. Other components such as transfers, meals, tours and activities are on a free sale basis. After you complete the checkout process, you will receive a confirmation email and our Booking Support team will prepare your documents and email them to you.
If you are travelling within the next two weeks, your vouchers and documentation will be prioritised, provided that full payment is made for your holiday package.
Flight reservations are ticketed within the ticketing deadline set by the airline. Your consultant will provide you with your airfare tickets once the airline issues them officially. If you have any concerns or questions, you can contact us.
Yes, all credit card payments are done securely via merchant terminals and payment gateways which use various security measures that are trusted and verifiable. If you have any questions on this, please email
We have dedicated teams across South Pacific reservations, agent support, product management, design, technology and accounts. These are overseen via an experienced management team spread across two sister entities. Additionally, we are aligned with the South Pacific Tourism Organisation (SPTO) and the national tourism offices of all South Pacific countries.
We strive to provide the best pre- and post-sales support as well as operational leverage across our sister entities across three geographies to deliver stellar product and customer service. There is always someone attending to emails, voicemails and chats – rest assured that you are dealing with a time-tested brand that has been providing great South Pacific holiday packages for quite a few decades (and not just months or years!). With new management since December 2015, we are now two generations immersed in travel and tourism.
We are in process of obtaining AFTA and ATAS approval. With that said, AFTA/ATAS does not guarantee against supplier failure or insolvency of travel agent companies. Hideaway Holidays is backed by an experienced management team with significant resources across wealth management, property development, venture capital and charity work. We are happy to elaborate on how we can protect your funds and ensure that they are only used for the holidays you book!
Hideaway Holidays is a South Pacific destination specialist wholesaler. Our sister entity in Fiji is called Lodhias Travel Services Ltd, an end-to-end full-service IATA corporate travel agency with over two decades worth of experience and relationships with private, government and public sector clients, including multinational corporations. We are experts in the travel industry and are renowned for the delivery of customer service and product.
We believe in the principles of a Knowledge, Business and Social enterprise (KBS) wherein we engage in commercial business ventures to fund social and philanthropic endeavours. We believe in delivering triple bottom line (economic, social and environmental) deliverable to our key stakeholders. More information can be found on our About Us page.
In a word, yes. Most of the travel industry, be it airlines, resorts, tours, cruise companies, etc. process refunds and rescheduling as a matter of course. In the current times of coronavirus pandemic and travel bans, even more so. We are all in this together and realise travel for work and pleasure is not an option right now.
As travel agents, we do not hold your travel funds. As soon as your bookings are confirmed, we transfer the booking amount to the various suppliers – the airlines, hotels/resorts, tour companies and so on. With refunds, the process is reversed, and travellers get their funds back minus reasonable booking and processing charges.
As mentioned above, travel agents do not hold funds – we transfer them to our suppliers such as hotels, airlines and tour operators. As a standard operating procedure, refunds take up to 12 weeks to be processed. And in these pressing times, the travel industry in its entirety is in doldrums. There are significant delays, much of which is already known and discussed nationally. Thirdly, we are prioritising requests based on departure dates. Due to the government-imposed travel bans and need for postponing/cancelling travel plans, we are facing incredibly high level of requests. As things stand, we are doing all we can to service consumers to the best of our abilities and capacities. Our agents are in constant touch with our suppliers, and delays are to be expected as the latter are also managing the unprecedented volume of global cancellations. But rest assured, we will get everything settled to our clients’ satisfaction.
Yes, please. The ACCC has advised that if your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees. The terms and conditions of your contract will determine what cancellation/service fees may be applied. This may also include any ‘force majeure’ clause which may limit liability or detail what is to occur in such circumstances. Our South Pacific Specialists, like everyone else, deserve to be paid for work that they do. Especially in situations like this which are not of their making and which are considerably more convoluted and time-consuming than the daily hum-drum. Paying a small, reasonable fee for this work given the reality of the COVID-19 pandemic is appropriate recognition of the time our Specialists are investing in helping you understand what your options are and how best to access them. Our agents are in fact, spending countless hours assisting consumers for no revenue. Not only have they completed the initial work in advising and assisting with your original booking, they now have to make amendments, sometimes numerous times as the situation evolves. Many end-suppliers are also withholding remuneration from agents which is derived for making the sale. The system and revenue flow to agents for their time spent is not designed for cancellations and refunds. Agents are doing all they can for clients and are caught in the middle without any control over the actions of suppliers. So yes, there is a clause and justification for reasonable service fees and charges.
Our South Pacific Specialists are here for Australian consumers when you need a well-deserved holiday as soon as this pandemic ends. In fact, bookmark our blog on Travel in the Times of Coronavirus – we’ll update you on news as soon as the industry hears about it!

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