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We strive to receive positive feedback about our services by offering truly enjoyable holiday experiences. However we equally value hearing the concerns of our customers so that we can work to improve our customer service and product. If you would like to file a complaint whilst on holiday you must first notify our local representative, who are always there to help and usually resolve any issues quickly and satisfactorily. A Complaint Registration Form can be obtained from them and must be completed in resort before your return. You will receive one copy of this and you must then follow up by writing or emailing Mercury Holidays within 28 days of your return.

The matter will then be investigated by our team on your behalf, however please be aware that full investigations can take up to eight weeks to be completed.

If you would like to leave any general negative feedback about our website or customer service please do so at feedback@mercuryholidays.com.au or call our team on 02 9194 1595.

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Many destinations require you to have at least six months validity on your passport before it expires in order for you to travel. Failure to meet this requirement can result in denied boarding and subsequently ruin an entire holiday. Always ensure your passport meets this criteria when deciding upon your holiday.

If your passport is expiring soon you can apply for a new one online with the Australian Passport Office at www.passports.gov.au/Web/Renewal/index.aspx

If you are unable to complete the application online, or require immediate assistance, it is recommended you call the Australian Passport Information Service (ASIS) on 13 12 32 for assistance.

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A deposit will need to be paid at the time of booking, with the amount required dependent on the type of holiday being booked. Accommodation only deposits are $150 per person, escorted tours (excluding flights ex Australia) are $250 per person. Package holidays including international flights are from $500 per person. Please be aware that we may require a higher initial deposit depending on the type of airfare included. The deposit applies to adults and children. A deposit will only be taken providing you are making the booking more than 10 weeks before departure. If you are within 10 weeks of travel then a full balance payment will be payable.

You can pay by cheque, debit and credit cards. The following charges are applicable to all credit card transactions - Mastercard Credit: 1.43%, Visa Credit: 1.57%. Full details are contained within our Terms and Conditions.

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Tickets are usually issued 10 days before departure and will be sent out by post to the 'lead passenger' on the booking. However, if you are making a 'Late booking' (usually within 10 days of departure), someone from our ticketing department will call you to provide you with your ticket information. In this case sometimes tickets are sent out, e-tickets are issued, or tickets will need to be collected at the airport.

If you have a ticketing enquiry, then please call us on 1300 286 155 or 02 9194 1595.

POSTAL DISRUPTION UPDATE: Please be aware that we strive to avoid any impact caused by postal strikes/delays. However in all cases if you do not receive your ticket package you will still be able to travel. If you have not received your ticket package by three or four days prior to departure please contact us (either by phone or email) and we will give you the information you need. Most flights are either ticketed "Electronically" or "Ticketless"; in both these cases the procedure is very simple. On the rare occasions where a flight requires a paper ticket it is very simple for us to arrange for the ticket to be available at the airport.

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All clients travelling on any of our holidays must be covered by holiday insurance against loss of money and luggage, medical expenses, cancellation charges in the event of illness or prior to departure, etc. Travel insurance is an essential part of a holiday, as in the unfortunate occasion when it is needed it can save you thousands of dollars of medical expenses or other expenses that may be incurred in the case of an incident. Also if there is an emergency at home and you need to get home under certain circumstances your insurer will pay to fly you home.

It is therefore strongly advised that adequate cover is acquired for all those travelling on one of our holidays. It is a condition of booking that you must have suitable travel insurance. It is important that you purchase travel insurance that suitably covers your participation in whatever activities you may undertake at the time that you make your booking.

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