Close
Monday-Friday:9:00am - 5:00pm
Saturday:Closed
Sunday:Closed
See more results
Here to Help

Frequently Asked Questions

Frequently Asked Questions

You should always ensure you check in at least 2-3 hours before departure for international flights.

Please note: in times of heightened security you may need to check in early, please check with us or your airline nearer the time if you are in doubt.

Back to top

Our experienced team of reservations consultants will be more than happy to help discuss any travel arrangements whether they are existing arrangements or it is just a holiday you are interested in. Please give them a call on 1300 286 155.

Back to top

In most destinations car hire is available, this can be booked in resort through your representative.

Back to top

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.

Back to top

You can arrange excursions in all of our destinations through our representatives and handling agents in resort. You should be provided with leaflets and information during your transfer from the airport and these trips are easily bookable during your stay.

Back to top

AirlineCodeAllowance
Jetstar Asia3K15
Jet Airways9W32KG (ECON)
Aegean AirlinesA323kg (if clients have paid for this)
American AirlinesAA2pc
Air FranceAF23kg/30kg
Air IndiaAI25kg
Air AsiaAK20
British AirwaysBA1PC
bmiBD20KG
FlybeBE20kg
Royal Brunei AirlinesBI20kg
Jetstar PacificBL15
Air ChinaCA23
China AirlinesCI20KG
Cathay PacificCX20kg
Cyprus AirwaysCY20kg
China SouthernCZ1PC @ 23KG
Aer LingusEI20kg
EmiratesEK30kg
Etihad AirwaysEY23kg
EasyJetEZY20kg
RyanairFR15kg
Garuda IndonesiaGA30KG
Gulf AirGF30KG (Y), 40KG (C)
Air SeychellesHM20kg
IberiaIB20kg
Tam Linhas AereasJJ23Kg
Japan AirlinesJL2PC
Jetstar FlightsJQ15
DragonairKA20
Atlasjet Airlines IncKK20kg
KLM Royal Dutch AirlinesKL23KG
Air MaltaKM20kg
Air Malta CharterKM20kg
Kuwait AirwaysKU20kg*
Small Planet AirlinesLLP20kg
Jet2LS1PC
SwissLX20Kg
Malaysia AirlinesMH30kg
Silk AirMI30
Air MauritiusMK23kg (2 pieces)
EgyptairMS2 Pieces weighing no more than 23kg each per pax
China EasternMU2PC @ 23KG
Air New ZealandNZ23kg
Onur AirOHY20KG
Austrian AirlinesOS23kg (1 piece)
Asiana AirlinesOZ30KG
Small Planet AirlinesP720Kg
PegasusPC20KG
Bangkok AirwaysPG20kg
Bangkok AirwaysPG20
Phillipine AirinePR2PC
QantasQF30kg
Qatar AirwaysQR30kg
Royal JordanianRJ20KG
South African AirwaysSA23kg
Singapore AirlinesSQ30kg
Low CostTBA20kg
Low Cost AirlineTBC15kg
Fly Thomas CookTCX20kg
Thai AirwaysTG30KGS
Turkish AirlinesTK23KG Economy
ThomsonTOM20kg
TAP Air PortugalTP23kg
Air TransatTS1 PC
ScootTZ15
Sri Lankan AirlinesUL30kg
Air EuropaUX23KG
Virgin AustraliaVA23
Virgin Atlantic AirwaysVS23kg
VuelingVY23KG
Oman AirWY20KG
MonarchZB20kg

Back to top

You can view online check-in instructions via our Manage My Booking area of our website, you can access Manage My Booking by clicking on the link at the top of this page or by going to https://www.mercuryholidays.com.au/manage/.

Back to top

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.

Back to top

We have visa information listed under each individual destination on our website. If you need further visa information, it is always available on the relevant country's Consulate or Embassy website or usually from the country's tourist board. It is essential that you check your visa requirements well in advance of travel. For non-Australian citizens it is essential that you check your visa requirements as these may be different to those listed on our site. IT IS ALWAYS THE CUSTOMER'S RESPONSIBILITY TO ENSURE THE CORRECT AND VALID VISA IS OBTAINED BEFORE TRAVEL.

Back to top

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.

Back to top

Balance Payments can now be submitted online by accessing the "My Bookings" section of your account on our website. Pay the balance of my holiday now.

Back to top

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.

Back to top

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.

Back to top

Why Mercury Holidays?

  • ExperienceEstablished in 1980 we've been arranging holidays for over 36 years.
  • We look after youRepresentatives in resort are on hand throughout your holiday.
  • Great ValueNo one offers more for less!

Here to help