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How to Book | Hayllar Music Tours


How to Book

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How to Book | Hayllar Music Tours


How to Book


HOW TO BOOK

ONLINE

To book your place on one of our tours, first navigate through to the tour you wish to book by visiting the Tours page. Once you have found the tour you would like to book, click the ‘BOOKING’ button underneath the banner image, or scroll to the very bottom of the page. Select the number of people from the drop down menu and then click the 'BOOK' button. You will then be asked to enter the name or names of those travelling on the tour and some other details on the booking form.

At this stage of the booking process you will be required to pay a $600 deposit per person to confirm your place. We accept payment online by Mastercard, Visa and American Express. Credit Card payments for the deposit do not incur an additional charge. 

After you have submitted your payment details through our secure online merchant you will receive an email from us confirming your payment and booking. 

Online payments are made through the secure Stripe merchant, meaning your Credit Card details are never sent to our servers, only directly to the fully secure Stripe website to process the payment. 

The Terms & Conditions can be found here.

BY EMAIL

Download the booking form from the links below. Save this to your computer, fill in the form electronically, and then email the completed and saved version to us at contact@hayllarmusictours.com

Hayllar Music Tours Booking Form 2018

BY PHONE

Call us on the following number to make a booking. We can make a provisional booking which we will hold for two weeks.

Phone: +61 (0) 2 8091 2545 (office hours are 9:00am – 5:30pm Monday to Friday)

BY POST

Download the booking form from the links below. Print out and complete the form and then post this to the address below. 

Hayllar Music Tours Booking Form 2018

Hayllar Music Tours
182 Cumberland Street
The Rocks, Sydney
NSW, 2000

Before returning the booking form please ensure you have read the terms and conditions

MORE INFORMATION ABOUT MAKING A BOOKING

We would be delighted to provide you with more information about our tours and to answer any questions you may have.

Phone: +61 (0) 2 8091 2545 (office hours are 9:00am – 5:30pm Monday to Friday)

Email: contact@hayllarmusictours.com

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Terms & Conditions | Hayllar Music Tours


Terms & Conditions

Terms & Conditions | Hayllar Music Tours


Terms & Conditions


Inclusions and booking terms and conditions for tours with Hayllar Music Tours

What is included in the tour price:

  • Land travel by private air-conditioned coach. Please note that occasionally, public transport is also used for short distance travel.
  • All accommodation in hotels as stated in your itinerary.
  • Breakfast is included every day on all tours. Lunches, dinners and drinks and canapés are included where nominated in your itinerary.
  • Best available tickets at the time of purchase to music and theatre performances.
  • Background talks by experts, as well as a comprehensive pre-tour information pack.
  • Services of your friendly and knowledgeable Tour Leader throughout tour.
  • Entrance fees for museums, art galleries etc. as stated in your itinerary.
  • Expert local guides will be used at some sites.
  • Porterage of one piece of luggage at all hotels mentioned in your itinerary (this does not include any porterage charges at airports).
  • Tips for drivers, local guides and for meals included in your itinerary.

What is not included in the tour price:

  • Return international/domestic air travel (unless specifically stated). 
  • Transfers to/from airports and hotels at the beginning and end of tours (unless specifically stated). 
  • Special taxes and airport levies that can only be paid in cash at the destination. We will endeavour to advise you of these charges (if any) before you depart.
  • Costs associated with obtaining visas for countries visited on your tour (where required).
  • Travel Insurance. Please note that you are required to have comprehensive travel insurance to cover you for the duration of your tour.
  • Lunches and dinners not nominated in your itinerary.
  • Personal expenses such as laundry, phone calls and mini-bar.
  • Costs associated with any activities suggested for you in your free time.

Acknowledgement by you

You will be asked to sign an acknowledgement of these terms and conditions when you book a place on a tour.

Deposit

A non-refundable deposit per person is required to confirm your booking on a tour. This deposit is non-refundable because ticket payments and hotel deposits have to be made in advance of the tour and are non-refundable by the providers. All transactions are processed in Australian dollars.  

Final payment

Full payment of the tour cost, travel insurance (where being organised by Hayllar Music Tours) and any additional travel is due 64 days prior to departure. Payment can be made by bank deposit, cheque, cash or credit card. Please note that there is a surcharge for payments made by credit card. Failure to make your final payment by the due date will result in cancellation of your booking and loss of deposit.

Cancellation fees

Cancellations within 65 days of departure will result in the loss of all monies paid. Cancellation outside 64 days from departure will result in the loss of the tour deposit.

Hayllar Music Tours take as the day of cancellation that on which we receive your written or emailed confirmation. 

If you cancel your booking in a double/twin room but are travelling with a companion who chooses to continue to participate on the tour, the companion will be liable to pay the single supplement.

Unused sections of the tour

Please note that we cannot give refunds for any unused sections of the tour, such as concert tickets, hotel accommodation, site entry fees or meals.

Cancellation of a tour

Hayllar Music Tours reserves the right to cancel a tour at its discretion. If it does so, you will get a refund of all monies paid for your tour. Even though budgets for most tours are calculated on a group size of 8 to 22 people, we will attempt to ensure that all tours depart, regardless of numbers. We reserve the right to cancel the further participation on a tour of any person whose behaviour is in the opinion of a representative of Hayllar Music Tours causing distress, damage or annoyance to other participants on the tour. Our responsibility for that person will cease immediately upon notification of such cancellation and no compensation will be paid for any loss.

Changes to a tour price

Once Hayllar Music Tours has received your final payment for a tour, all prices will be fixed. Hayllar Music Tours will do its best to ensure that your tour price does not change before receipt of your final payment. However, prices quoted in our tour information are based on exchange rates, cost of goods and services and applicable taxes at the time of publication and budgeted number of tour participants. In the event of a change in any of these factors or if there is a mistake in the advertised tour price or for any other reason, Hayllar Music Tours reserves the right to amend the advertised price for a tour up until final payment is received from you. If this occurs, you will be given as much notice as possible of the new price, as well as the option of cancelling your tour booking and receiving a full refund. 

Force Majeure

If during the tour there is a Force Majeure event which results in services or facilities for a tour becoming unavailable and no alternative arrangement of similar monetary value is available, Hayllar Music Tours will substitute the best alternative available and will refund you for any savings made, or charge you for any additional costs incurred. ‘Force majeure’ includes any event which Hayllar Music Tours or its suppliers and providers could not, even with all due care, foresee or avoid (such as advice against travel from the Australian Department of Foreign Affairs and Trade, war, threat of war, riot, civil strife, industrial dispute, epidemics, health risks, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions, technical or maintenance problems with transport, changes imposed by cancellation or rescheduling of flights by an airline.)

Itinerary changes

Circumstances beyond the control of Hayllar Music Tours may occasionally make it necessary to change hotel(s) or to make minor amendments to daily itineraries. We will inform you of any changes as soon as they have been confirmed to us and you can rest assured that we will do our best to ensure that any change only adds to your tour experience in a positive way.

Programme and artist changes

Circumstances beyond the control of Hayllar Music Tours may mean that occasionally concert programmes and artists change after tickets have been purchased. We will inform you of any changes as soon as they have been confirmed to us and note that Hayllar Music Tours will not accept any cancellations from tour participants on this basis.

Alteration of Personal Reservations

If you wish to alter any of your personal reservations after we have confirmed your booking, we will do our best to satisfy your requirements but an administration fee may be applied in addition to any direct costs involved. 

Passport, visa and vaccinations

Please note that a valid passport is required for all international travel and it is your responsibility to be in possession of a passport valid for 6 months after the date of your return to Australia. You are also responsible for obtaining all necessary visas, inoculations and preventative medicines as may be required for the tour. Hayllar Music Tours will endeavour to provide you with information on passport and visa requirements. This information is given in good faith but without responsibility on the part of Hayllar Music Tours. 

Travel insurance

You must have comprehensive travel insurance to participate in an overseas tour with Hayllar Music Tours.  Hayllar Music Tours will send you a travel insurance application form when you book and can organise your travel insurance for you, or you can choose to take out your own travel insurance with a provider of your choice. We advise all tour participants to carefully check the conditions of their travel insurance, especially in regard to pre-departure cancellation, coverage of pre-existing medical conditions, the excess for any claim and the maximum amounts paid for specific situations. If you do not provide evidence of such insurance from your insurer or arrange such insurance through us no later than five days before the due date for your final payment for a tour, your tour booking will be cancelled and your deposit will be forfeited.

Level of fitness and participation required for a tour

Most of our tours require a grade of fitness commensurate with Level One below. However, certain tours will require a Level Two grade of fitness. If you (or we) have any doubts about your level of fitness, you may be required to have a doctor’s appraisal. This would require your doctor to read the itinerary, including the fitness level, and provide you (and us) with a written confirmation of your ability to participate.

LEVEL ONE

For the benefit of the group, all members of the tour must have the ability to:

  • negotiate airports and railway stations without wheelchair assistance; 
  • use combined shower/bath facilities;
  • undertake walking tours of one-two hours duration, including using stairs and walking on uneven ground;
  • stand for long periods in museum, art galleries etc;
  • embark / disembark coaches, trains and other methods of transportation without assistance;
  • handle your own luggage.

LEVEL TWO

In addition to the above, tour members must also be able to:

  • undertake walking tours of two to three hours;
  • climb staircases of 100 or more steps.

Eligibility

Hayllar Music Tours reserves the right to refuse to accept a booking without necessarily giving a reason.

Illness or disability

If you are suffering from illness or disability or undergoing treatment for any physical or medical condition you must disclose the true nature of the condition at the time of booking and make provisions for any medication or other treatment which may be required during the tour. Failure to make such a disclosure will constitute a breach of these booking terms and conditions and will result in you being excluded from the tour, in which case all monies paid will be forfeited.

Local laws

All participants of the tours operated by Hayllar Music Tours are expected to obey the laws and regulations of the countries visited and any failure to do so will relieve Hayllar Music Tours of all obligations that we may otherwise have under these booking terms and conditions.

If you have a complaint

If you have a complaint you must bring it to the attention of the Tour Leader or other representative of Hayllar Music Tours at the time so that they may use their best endeavours to resolve the situation. Any complaints must be made in writing to Hayllar Music Tours within 30 days of the completion of the tour. Click here to see Hayllar Music Tours Complaints Handling Policy and Procedures and click here for our Complaints Form

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Complaints Handling Policy & Procedures | Hayllar Music Tours


Complaints Handling Policy & Procedures

Complaints Handling Policy & Procedures | Hayllar Music Tours


Complaints Handling Policy & Procedures


Complaints Handling Policy and Procedures

1. Objective of the policy

As a responsible travel operator Hayllar Music Tours seeks to maintain and enhance our reputation of providing you with high quality products and services.  We value complaints as they assist us to improve our products, services and customer service. 

We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible. 

This policy has been designed to provide guidance to both our customers and staff on the manner in which we receive and manage your complaint. We are committed to being consistent, fair and impartial when handling your complaint. 

The objective of this policy is to ensure:

  • You are aware of our complaint lodgement and handling processes,
  • Both you and our staff understand our complaints handling process,
  • Your complaint is investigated impartially with a balanced view of all information and evidence,
  • We take reasonable steps to actively protect your personal information,
  • Your complaint is considered on its merits taking into account individual circumstances and needs.

2. Definition of a complaint

In this policy a complaint means an expression of dissatisfaction by a customer relating to a travel service provided by us.

3. How a complaint can be made

If you are dissatisfied with a travel service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:

  • By completing a feedback form on our website (open the form here, complete it online, save the file to your computer and email it back to us. Or alternatively print a copy and post it to us at the address on our contact page),
  • By telephoning us,
  • By writing to us,
  • By emailing us.

If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.

Our complaints handling process is free of charge.

4. The information you will need to tell us

When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:

  •  Your name and contact details,
  •  The name of the person you have been dealing with about your travel service,
  •  The nature of the complaint, 
  •  Details of any steps you have already taken to resolve the compliant,
  •  Details of conversations you may have had with us that may be relevant to your complaint,
  •  Copies of any documentation which supports your complaint.

5. Help when making a complaint

The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However if you consider you need further assistance please inform us of this at the time you are lodging your complaint.

6. Recording complaints

When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us. 

As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.

If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.

Where a third party travel supplier was involved in your travel services, we may be required to speak with them to fully investigate your complaint.

7. Feedback to customers 

We are committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed. 

We will acknowledge receipt of your complaint within three (3) business days, and keep you informed of the progress of your complaint throughout our complaint resolution process. 

We are committed to resolving your complaint within 10 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalise your complaint.

During the investigation of your complaint we may need to seek further clarification or documentation from you to assist us in resolving your complaint.

If we have sought clarification or documentation from you and we are waiting on you to provide this information, we may not be able to meet our 10 business day finalisation commitment. In such circumstances upon receipt of your clarification or documentation we will indicate to you when we expect to finalise your complaint.

Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.

You have the right to make enquiries about the current status of your complaint at any time by contacting us.

8. Our six point complaint process

  • We acknowledge – within three business days of receiving your complaint we will acknowledge receipt of your complaint.
  • We review – we undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary. 
  • We investigate – within 10 business days of receiving your complaint we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information that could assist us in investigating your complaint. 
  • We respond – Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint.
  • We take action – where appropriate we amend our business practices or policies.
  • We record - we will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.

9. When you complain about one of our employees

If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible. 

We will also treat our staff member objectively by:

  • Informing them of any complaint about their performance,
  • Providing them with an opportunity to explain the circumstances,
  • Providing them with appropriate support,
  • Updating them on the complaint investigation and the result.

10. Complaints under investigation by a regulator or law enforcement agency

If your complaint is currently being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency we may cease to take further action in relation to your complaint pending finalisation of their investigation. 

We will assist any agency with their investigations.

11. Our complaint escalation process

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings. 

If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program.

However, if you are not satisfied with our proposed decision or actions, we will record this, and provide you with information on how to escalate your complaint, to the Australian Federation of Travel Agents (AFTA), for external review under their AFTA Travel Accreditation Scheme (ATAS).

ATAS is an industry accreditation scheme that sets the benchmark of quality for the travel industry. ATAS is also responsible for monitoring our compliance with the ATAS Code of Conduct (the Code) and assisting in the resolution of complaints. 

The Code sets the standards of good practice that ATAS participants must follow when dealing with their customers. As an ATAS participant we have agreed to be bound by the Code. If you would like to know more about the Code you can visit the ATAS website www.atas.com.au.

12. AFTA Travel Accreditation Scheme (ATAS) 

Should you wish to speak to ATAS about your complaint you can contact them in the following ways:

  • By completing a feedback form on their website www.atas.com.au
  • By telephoning them on 9287 9900
  • By writing to them at level 3, 309 Pitt Street, Sydney NSW 2000
  • By emailing them at compliance@afta.com.au 

13. Your rights under Australian Consumer Law 

You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.