frequently asked questions
Need help fast?
Urgent help checklist
Check FAQs first — most issues can be resolved faster here.
If you still need help, call or message your consultant.
- If they’re unavailable, email hello@enpersoleisuretravel.com
What to do if things go wrong
My flight is cancelled — what do I do?
If you’re already in destination, go to the airline service desk first — they’ll be your best point of contact to discuss options. Then contact us if needed. Any cancellations prior to departure will be handled directly by us.
The hotel/transfer/service provider can’t find my booking — what now?
Show them your confirmation and reference number. If there’s still an issue, call or message the supplier noted on your confirmation (if outside Australian business hours) or contact your consultant, and we’ll resolve it for you.
I need urgent help overseas — how do I reach you?
If your time zone is very different to Australia, start by checking these FAQs — many issues (like flight delays, hotel check-ins, or cancellations) can be resolved faster this way. If you still need urgent assistance, call or message your consultant directly. You can also email us at hello@enpersoleisuretravel.com.
Working with us
Why should I book with EnPerSo Leisure Travel?
- Experience you can trust — every planner on our team is handpicked for their deep travel expertise and years in the industry.
- Flexibility that fits around you — we’re available outside business hours and adapt to how you like to work (call, email, chat).
- Relentless focus on value — we treat your money like our own. We’ll show you where to spend, where to save, and design trips that are perfectly you.
What kinds of trips do you plan?
We can plan everything, though we specialise in complex flights, tailor-made itineraries, family and group travel, special occasions, special interests, tours, cruises, and lesser-known experiences.
How do I get matched with the right travel planner?
We’ll match you with the team member best suited to your travel style and plans.
Can I speak to someone before committing?
Yes — we offer free intro calls to get to know us and see if we’re a good fit. Drop us an email at hello@enpersoleisuretravel.com to book in a call.
What if something goes wrong on my trip?
We’ll use our team and our industry network to resolve issues quickly, so you can get back to enjoying your holiday.
Payments
Do you charge any fees?
We don’t charge booking or change fees. We do charge a $250 cancellation fee per person, and suppliers may have their own fees on top — we’ll always outline these clearly upfront.
Do you charge credit card fees?
Yes — these are passed on at cost. You can avoid them by paying via direct debit or PayID.
What payment methods do you accept?
Credit card, direct debit, and PayID. Cash or cheque may be arranged case by case.
Who will charge my card?
Usually us. If a supplier charges you directly, we’ll let you know at booking.
When will payment be due?
It depends on the service. Your consultant will confirm all deadlines with plenty of notice.
Why do I need to pay in advance?
Payment terms are set by suppliers. Sometimes you’ll pay upfront for the best price, or later for slightly higher rates. We’ll help you choose what works best.
How can I avoid foreign exchange fees?
Most of our services are billed in AUD. If you’re paying locally, check with your bank for the cheapest option. Travel money cards often have lower fees if arranged before you leave.
Pricing
How do I know I’m getting the best price?
We compare multiple channels, including industry-only options, to ensure you always get competitive pricing.
What if I find a cheaper price?
Let us know — we’ll do our best to match it.
How do you make money?
Mostly from supplier commissions. For complex trip design, we may charge small service fees, which we’ll always outline upfront.
Can you work within my budget?
Yes — we’ll guide you on where to splurge vs save, so you get the best value for a trip you’ll love.
Changes & Cancellations
How do I change or cancel a booking?
Contact your consultant. If you’re already in destination, speak to the provider first, then let us know if you need support.
Can I change or cancel a non-refundable booking?
Usually not — airlines and most providers don’t allow it. But email us and we’ll try to help.
Where can I find the change/cancellation policy for my booking?
Check the terms and conditions on your Client Statement.
What does “non-refundable” mean?
If you cancel, you won’t receive a refund. If guaranteed by your credit card, the full amount will still be charged.
What does “free cancellation” mean?
Cancel within the provider’s deadline and you won’t pay fees. If you prepaid, the refund goes back to your original payment method.
How will my refund be processed?
If you cancel, we’ll notify the provider on your behalf. If you paid us directly, they’ll refund us first, and we’ll refund you once received.
How long will my refund take?
Refunds vary by provider: usually within 7 days if not yet charged, and up to 6 weeks (12 for flights) if funds have already been paid out. We’ll always chase to make it happen sooner.
Referrals & Loyalty
Do you have a referral program?
Yes. Most of our customers return year after year — and when you introduce friends, we’ll thank you with $100 travel credit.
Will I earn hotel loyalty points if I book through you?
Sometimes, but it’s at the hotel’s discretion.
Will I earn frequent flyer points if I book through you?
Yes — provided the fare you book is eligible for points. This works the same way as booking directly with the airline or through another third-party service.
About us
Where are you located?
We’re Sydney-based, with consultants working flexibly across the country.
Is EnPerSo Leisure Travel an Australian registered business?
Yes — we’re proudly independent and Australian owned and operated.
Contact & Support
How do I get in touch?
For anything travel related, call, message, or email your consultant directly.
New here? Use our enquiry form or email leisuretravel@enperso.com
For all other general, media, collaboration, or feedback enquiries email hello@enpersoleisuretravel.com
I’m interested in joining the team — who do I contact?
If you’re a well-travelled, experienced consultant who’s ready to help redefine what it means to be a travel expert, we’d love to hear from you.
Submit an expression of interest form or contact us at joinus@enpersoleisuretravel.com — everything stays confidential.