Altitude Travel Frequently Asked Questions

To assist you, we have provided some frequently asked questions about Altitude Travel Rewards.

1. General Information

2. Making a New Booking

3. Payments

4. Managing Your Booking

5. Earning Points

6. Changes, Cancellations, and Amendments

7. Other




1. General Information

Am I eligible to use Altitude Travel for my travel bookings?
Primary Cardholders of the Altitude Rewards Program are eligible to redeem with Altitude Travel provided you meet the minimum requirement of 3,000 Rewards Points. New bookings made via the Altitude Rewards Centre 1300 887 820 incur a Concierge Fee:

  • AUD$21.95 per booking for domestic bookings,
  • AUD$19.95 per booking for trans-tasman bookings, and
  • AUD$39.90 per passenger for international bookings.

Who can I book travel for?
With Altitude Travel, you can book travel for anyone, as long as you are the Primary Cardholder of the Altitude Rewards Program.

Can I make a booking and choose not to redeem my Rewards Points?
In order to complete a booking transaction with Altitude Travel, you are required to use a minimum of 3,000Altitude Points. Altitude Travel allows you to pay for your travel booking in points or a mix of points and pay. Please refer to section 3 for further details on payment options.



2. Making a New Booking

Can I make a booking via the Altitude Travel Service Centre?
Yes, you can make a booking for flights, hotels, car hire, packages, and other travel services including cruises with the Altitude Rewards Centre on 1300 887 820

What is a 'flight + hotel' booking?
If 'flight + hotel' is selected in the search panel on the home page, this will return flight results followed by hotel results for the same date(s) and it allows you to book both in the same booking transaction.

Can I book multiple stops on my flight booking?
Yes, select the 'multi-leg' option on the flight search panel to book up to 5 flights on the one booking.

How far in advance do I have to make a booking?
Flight - The majority of international flight bookings can be booked for travel a minimum of three days in advance of the departure date but this varies by airline.
Hotel - You can usually book hotel accommodation for check-in a minimum of one day in advance, but this varies by hotel.

How do I book flight(s)?
Booking flights on the Altitude Travel website is easy. Simply follow the steps in sequence to complete your booking.

  • 1. Select the ‘Flights’ button in the search panel on the top left side of the home page.
  • 2. Complete your required itinerary which includes the type of fare (one-way, return or multi-leg), destination, dates of travel, and number of people travelling.
  • 3. The next page will provide you with a range of fares and flights. Select your flights and enter the passenger(s) name(s) that match the name(s) on their passports and any Frequent Flyer account details. Complete the traveller information section.
  • 4. Complete the payment section by moving the Payment Slider to select the number of Rewards Points (minimum of 3,000 Rewards Points required) to use and the pay component will be automatically calculated in the box below.
  • 5. Complete your credit card details.
  • 6. You must accept the Altitude Travel Terms & Conditions and Privacy Policy before proceeding with your booking.

Your Booking Reference Number will appear on the booking confirmation page and a confirmation email will be sent to the email address you provided during booking. You will also be emailed your flight e-ticket.

How do I book hotel night(s)?
Booking hotels online with Altitude Travel is easy! Simply follow the steps in sequence to complete your booking.

  • 1. Select the ‘Hotels’ button in the search panel on the top left side of the home page.
  • 2. omplete your required itinerary which includes the destination, dates of travel, number of rooms required, and number of people travelling.
  • 3. Select your hotel and view further details.
  • 4. Select a room type and complete the traveller information section.
  • 5. Complete the payment section by moving the Payment Slider to select the number of Rewards Points to use (minimum of 3,000 Rewards Points required) and the pay component will be automatically calculated in the box below.
  • 6. Complete your credit card details.
  • 7. You must accept the Terms & Conditions and Privacy Policy before proceeding with your booking.

Your Booking Reference Number will appear on the booking confirmation page and a confirmation email will be sent to the email address you provided during booking which will include your hotel e-voucher.

What other terms & conditions may apply to the Altitude Travel program?
In addition to the Altitude Travel Terms &Conditions, all bookings may be subject to rules or conditions as set by the carrier (which may include separate fees and charges).



3. Payments

Can I select the amount of Rewards Points used for my booking?
Yes. On the payment page you can select the amount of Rewards Points you want to use by moving the Payment Slider from left to right. This will automatically calculate the amount of Australian dollars that will be due. A minimum of 3,000 Rewards Points is required to complete each booking.

What if I don't have enough Rewards Points for my booking?
You will not be able to complete your booking unless you have the minimum amount of Rewards Points required, which is 3,000 Rewards Points.

Is there any service charge when booking with Altitude Travel?
Bookings made online do not incur any service charges. New bookings made via the Altitude Rewards Centre incur a Concierge Fee of AUD$21.95 per booking for domestic bookings, AUD$19.95 per booking for trans-tasman bookings, and AUD$39.90 per passenger for international bookings.

What payment methods are accepted by Altitude Travel?
Altitude Travel allows you to pay for your travel booking in points or a mix of points and pay. You may use any Mastercard, Visa or American Express credit card in order to pay for the dollar value amount of your booking; however, you will only be able to earn points on the pay portion of the booking if you use your Altitude Rewards credit card. The minimum requirement to redeem for your travel is 3,000 Rewards Points.



4. Managing Your Booking

What are the service hours of the Altitude Rewards Centre?
The Altitude Rewards Centre is open from Monday to Friday 8am – 8pm AEST (excluding national public holidays). When in Australia please call 1300 887 820 and when overseas call + 61 2 9352 3130.

What if I don’t receive my email confirmation upon booking?
If you have successfully made a booking but do not receive an email confirmation within 2 hours, or your e-ticket or e-voucher in the next 48 hours please check your spam folder. If you are still unable to locate the confirmation email / e-ticket / and vouchers, please call the Altitude Rewards Centre on 1300 887 820 during service hours.

If you have submitted a booking but do not see the confirmation page, please call the Altitude Rewards Centre on 1300 887 820 during service hours.

What do I do if I've misplaced my flight e-ticket or hotel voucher?
You can go to ‘My Bookings’ in the user menu on the left hand side of the header on the Altitude Travel website to re-print your itinerary and hotel voucher. To obtain a copy of your e-ticket, please call the Altitude Rewards Centre on 1300 887 820.

How do I check if my Rewards Points balance has been updated after I complete my booking?
Once you complete your booking, please click ‘Return to Main Page’ in the user menu on the left hand side of the header on the Altitude Travel webpage to go back to the main Altitude Rewards website for your updated Rewards Points balance.



5. Earning Points

Can I earn Rewards Points from the pay component of my booking in Australian dollars?
Yes. The pay component of your booking is eligible to earn Rewards Points if you use your Westpac Rewards Credit Card for the payment portion of the booking. For more information on earning rewards points, refer to the Altitude Rewards Terms and Conditions or the Altitude Business Rewards Terms and Conditions.

Can I earn Air Miles or Frequent Flyer points from my flight booking?
Air Miles and Frequent Flyer points can be earned from eligible flight tickets* if you are a member of the relevant program. Your membership number for the affiliated airline with which you are travelling should be entered at the time of booking and it will be recorded during your booking. If you are an Air Miles or Frequent Flyer member, please retain your air ticket and boarding pass, as we cannot be held responsible for obtaining copies of your air ticket at any future date.
* Eligible flight tickets are subject to flight ticket’s fare class governed by airlines.



6. Changes, Cancellations, and Amendments

How do I change or cancel my flight booking?
All amendments and cancellations to flights can be made via the Altitude Rewards Centre on 1300 887 820.

If you require an urgent change to your flight outside of the Altitude Travel Service Centre’s service hours, please contact the airline directly.

Special note: Amendments and cancellations are subject to the conditions associated with the fare type purchased. Some fares do not permit cancellations or routing changes.

How do I change or cancel my hotel booking?
All amendments and cancellations to hotel can be made via the Altitude Rewards Centre on 1300 887 820.

To change or cancel your online hotel booking (including a change to your check-in time, date, or requesting a late arrival) within 48 hours of the check-in time, please follow the instructions on your e-voucher regarding the most suitable contact number and call the hotel directly.

What are the amendment and cancellation fees should my travel plans change?
Supplier amendment and cancellation fees can vary by supplier, fare type and room type and are viewable online or will be advised by your travel consultant at the Altitude Rewards Centre at the time of your request. In addition to the supplier’s amendment or cancellation charge, an Altitude Travel Amendment / Cancellation Fee will be charged Amendments and Cancellations are subject to the Mastercard Loyalty Solutions Privacy Policy Terms and Conditions set out in the Terms & Conditions clause 2.9 and as disclosed at the time of booking in respect of the Travel Suppliers’ Amendment and Cancellation fees. In certain circumstances, Amendments and Cancellations may not be possible. If Amendments and Cancellations are possible, one or more of the following fees components will apply:

  • Travel Suppliers’ Amendment and Cancellation Fees applicable as part of the Amendment or Cancellation;
  • Altitude Travel Program Amendment Fees for bookings:
    • AUD$33 per traveler for domestic bookings;
    • AUD$30 per traveler for trans-tasman bookings;
    • AUD$75 per traveler for international bookings.
  • Altitude Travel Program Refund Processing Charge in the event of Cancellation or Amendment:
    • AUD$55 per traveler for domestic bookings;
    • AUD$50 per traveler for trans-tasman bookings; and
    • AUD$300 per traveler for international bookings,

The Rewards Points and pay component used in original booking will be used to offset 1) Supplier’s amendment & cancellation charge (if applicable) and 2) the Altitude Travel Amendment / Cancellation Fee. Please note that it is possible that total amendment or cancellation fees could exceed the cost of the original booking.

What is the refund policy should I cancel my plans?
When a booking is cancelled, the pay component of the booking less any applicable Cancellation Fees, will be held in credit by Altitude Travel for you to make another new booking. These Rewards Points must be used for one new booking via the Altitude Rewards Centre within 12 months from the date of cancellation, failing of which it will be forfeited.

The pay component, less any applicable Cancellation fees, will be refunded to the credit card that was used at the time of booking. The Booking Administration Fee of the original booking is non-refundable.

What happens if I miss my flight or do not arrive at my hotel?
No refund or credit of Rewards Points will be reimbursed if the booking is not used.



7. Other

I have special needs when I travel. Will my online Altitude Travel booking cater for these?
If you have special needs, please call the Altitude Rewards Centre to discuss your needs before proceeding with your booking online. The Altitude Rewards Centre will best accommodate to any special requests however this is also dependant on the airline or hotel. The Altitude Rewards Centre can be contacted on 1300 887 820 within Australia or on + 61 2 9352 3130 when overseas from 8am to 8pm AEST Monday to Friday (excluding national public holidays).

Typically, special service requests include:

  • Passengers who require mobility assistance to board/disembark the plane
  • Passengers who have had surgery recently
  • Passengers who have a medical condition
  • Passengers who are travelling with sharp objects i.e syringes and injection pens
  • Passengers who have a disability
  • Unaccompanied minors (children under 12 years old. Please note some airlines will not allow children to travel unaccompanied)
  • Passengers travelling with domestic pets
  • Travellers requiring interconnecting rooms
  • Travellers requiring a disability fitted room

What type of compatible browsers is this website best viewed from?
This website is best viewed with the following supported browser types and versions: Internet Explorer 8 or above versions, Firefox (latest non beta version), Chrome (latest non beta version).

For compatible browsers like the Safari Desktop (latest version), some features may not be available and / or the presentation may be less than optimal, however eligible cardholders will still be able to complete a booking.

Altitude Travel is operated by Mastercard Travel Solutions Australia Pty Ltd ABN 70 003 745 999, ATAS A10708

©2017 Mastercard Travel Solutions Australia Pty Ltd, a Mastercard company.