Snow Service Terms and Conditions

4th June 2019

1. When these Terms and Conditions apply

1.1 Application of Terms and Conditions

All bookings for Snow Fares are subject to the following Terms & Conditions.

For Express Fares Terms & Conditions, click here.

These Terms and Conditions cannot be varied by any of our employees, agents or other personnel or representatives. However, this does not affect our right to waive any fare rule or amount payable. A waiver on one occasion does not constitute a waiver on any other occasion.

1.2 The Australian Consumer Law

These Terms and Conditions do not limit certain guarantees and rights for consumers that exist under the Australian Consumer Law, as contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Services provided in Australia (including our services) come with the following consumer guarantees that cannot be excluded under the Australian Consumer Law:

• guarantee as to due care and skill;
• guarantee as to fitness for a particular purpose; and
• guarantee as to reasonable time for supply (if no time is specified).

Where we fail to provide services to you in accordance with these consumer guarantees, you may have a right to seek a remedy in accordance with the Australian Consumer Law.

2. Fare types

The following fare types are available on Snow services:

• Snow Express One Way Fare – valid to or from your destination.
• Snow Express Day Return Fare – valid to and from your destination in the same day only.
• Snow Express Day Packages – includes a day return fare, snow equipment and gear, lift access, and lesson (for 1st Timer packages only) (see section 3 for further information).

3. Snow Express Day Packages

3.1 Package Types and Inclusions

We offer the following Snow Express Day Packages:

• Thredbo – 1st Timer Day Package
• Perisher - 1st Timer Day package
• Thredbo –1 Day Package
• Perisher – 1 Day package

All packages include day return coach fare, snow equipment and snow gear (skier or snowboard package must be selected) and lift access. 1st Timer Day packages also include a lesson at a scheduled time.

Personal travel insurance is not included in your fare or Ticket and we recommend you obtain adequate insurance prior to travel.

3.2 Snow Equipment and Snow Gear

Thredbo and Perisher 1st Timer & 1 Day packages include rental of the following:

• Skier package includes - Ski/Stocks & Boots
• Snowboard package includes – Snowboard/Boots

Snow Gear for example, Ski jackets, bib & brace, snow gloves, eyewear etc. are not included in packages.  This can be hired from Snow hire stores, including stores located at Bullocks Flat & Thredbo.

Passengers who purchase a ski or snowboard package will require a cash bond or credit card imprint for the equipment hire when they arrive at Thredbo or Perisher.

3.3 Lift Passes and Lesson information

Lift access is unrestricted for 1 Day Ski/Snowboard Packages at both Perisher and Thredbo.  1^st Timer Day Packages have restricted lift access. See details below.

Thredbo – 1st Timer Day Package

• Lift Pass is limited with access to Friday Flat beginner’s area only. (Easy Does it Quad, The Burrow, Syd’s Snowrunner & Snowrunners 2).
• Lift access is only loaded once the lesson is entered.
• Beginners Lesson commences at 9:30am for 2hrs for Adults & 3hrs for Children.
• Beginners Lesson meeting point is at the yellow flags at the base of the Gunbarrel lift for snowboarding and Easy Does It Lift for skiing.
• Child Beginners package only available for children aged between 7 – 17 years.
• 1st timer Beginners lessons available only (no upgrades to intermediate or advanced lessons).

Perisher 1st Timer Day package

• At the time of making your booking you must nominate Skier or Snowboard Beginners lesson. Once the booking has been made and have nominated the lesson this cannot change. (no upgrades to intermediate or advanced lessons).
• 1st Timer Beginners Lesson (Ski or Snowboard) is for 2hrs & with a lesson commencement time at 9am at Blue Cow (subject to change due to snow conditions). 
• Participants must be 10 years & above to attend a beginners lesson.
• The following lifts are accessible with the 1st Timer Perisher package:
  • Blue Cow: Early Starter, Pleasant Valley, Pony Carpet, Ski School Rope Tow and Terminal Quad.
  • Perisher (only if Blue Cow Closed): Mitchell, V8 and Carpet 3.

3.4 Package Conditions

All fares and packages are subject to change without prior notice. Please review information on the Murrays website prior to purchasing fares and packages.

We take no responsibility for snow conditions on the day of travel. Snow equipment is subject to availability at Snow hire stores.

Coach travel duration times to/from the NSW Snowfields are subject to change due to traffic & weather conditions to ensure the safety of our passengers. 

4. Tickets

4.1 Ticket classification

The following tickets are available for each fare category:

• Adult - 18 years and over.
• Child - Child fare applicable for 2 -17 years & must be accompanied by a paying adult (over the age of 18 years) who must accept full responsibility for the child during the journey.

*Different rules apply to Child fares for the following packages:

• Thredbo 1st Timer package lesson is only available for Children aged 7 – 17 years.
• Perisher 1st Timer package lesson is only available for children 10yrs & above.

• Infants (under 2yrs)– Infants under 2 years of age may travel free of charge if accompanied by an adult over the age of 18 and if they do not occupy a seat. Should an infant require a seat, the applicable child rate will be charged.

4.2 Ticket Validity Period

Open dated tickets are not available for Snow Fares. Day return fares are only valid for travel in the same day.

4.3 If you are late or do not show up for your trip

If you fail to board the coach at the scheduled time of your booking, the fare and ticket will be forfeited.

4.4 Tickets not Transferable

Tickets cannot be transferred to another person. Photo identification in the form of a driver's license, passport, and Australian government issued pension/concession card, senior's card or student ID may be requested when boarding the coach.

5. Bookings

5.1 Online Bookings

Fares purchased online can only be paid with credit card or PayPal.

5.2 Credit Card Surcharges

If you choose to pay via a credit card, we will not charge any surcharge if you pay via Visa or Mastercard. If you pay via American Express, Diners or Japanese Cards, a surcharge of 2% of the total value of the fare will be charged.

5.3 Booking Offices

Fares can be purchased over the counter at our booking offices in the following locations:

Sydney Booking Office	Central Railway Station 486 Pitt Street Sydney NSW 2000
Canberra Booking Office	Jolimont Centre 65-67 Northbourne Avenue Canberra City Act 2601

 

Each of these booking offices have credit card, direct debit and cash payment facilities.

5.4 Telephone Bookings

Bookings can made via our call centre (no booking fee applies).

5.5 Changes to Bookings and Fees

All changes are subject to availability and a change of booking fee is charged.

Bookings for Snow Express One Way, Return Fares and Snow Express Day Packages can be changed 48 hours prior to the original scheduled departure time and will incur a change fee of $10 per person, together with any difference in fare price.  Please note that if you have purchased Snow Express One Way fares for travel to and from your destination, the $10 per person change fee applies to each direction of travel affected by the requested change.

Bookings are non-transferable and changes cannot be made to passenger names.

Changes to bookings can be made:

• by calling our booking office (05:30am - 6pm, 7 days a week on 13 22 51); or
• at our Sydney or Canberra booking office.

Failure to make a change to your booking 48 hour prior to the original scheduled departure time will result in your ticket and fare being forfeited. Changes cannot be made to a booking where you have arrived after your original scheduled departure time as your ticket and fare will be forfeited.  All additional changes from the revised travel dates are subject to the terms and fees set out in this section.

5.6 Cancellations to Bookings

In the event that you are unable to travel or change your mind, we do not offer refunds or credits.

You may make changes up to 48 hours prior to the original scheduled departure time on your Ticket (fees apply – see section 5.5).

6. Departures

Sydney/Canberra Snow Express	All coaches commence loading 30 minutes prior to departure at the Canberra Jolimont Centre and Sydney Central Station. All passengers must board the coach 10 minutes prior to the scheduled departure time. Failure to board the coach within 10 minutes of the departure time may mean your fare and seat will be forfeited.
Sydney International Airport	Bookings are essential for Sydney International Airport pick up and drop offs as we will only stop to pick up and drop off passengers where a booking has been made. We recommend passengers be at the scheduled stop 10 minutes prior to departure.
Sydney Airport Pick Up Location	Meet at Bay 9 in the coach bay area (on the arrivals level).  International Terminal (T1), Sydney International Airport.
NSW Snowfield Departures/Pick Ups	All pick up & drop off locations for our snow express are listed on our timetable, website & on your booking confirmation. Passengers must be at the scheduled stop 10 minutes prior to scheduled departure time.  Services depart at the scheduled departure time and are not delayed for late arriving passengers due to connecting service. Failure to board the coach within 10 minutes of the departure time will result in your fare, package and seat being forfeited.

7. Conduct during Travel

7.1 Seating Allocation

Allocated seating is not available and seating is based on a first come, first served basis.

7.2 Dress Standards

We require all passengers to conform to minimum dress standards on any service which includes a shirt, shorts/trousers/skirt, and footwear.

7.3 Food and Beverages

We allow food and beverages to be carried and consumed on the vehicle subject to the following restrictions:

• no hot food or hot drinks are to be taken on board any vehicle;
• no glass bottles will be allowed on board a vehicle.;
• all drinks must be in plastic or non breakable receptacles; and
• alcoholic beverages are not permitted on the vehicle and may not be consumed on board a vehicle.

7.4 Storage

We do not offer refrigerated bulk storage for carriage of bulk quantities of plant or animal products including any food items.

Due to concerns around hygiene, disease, vermin and other passenger comfort, we do not allow the carriage of bulk quantities of food stuffs in any form. For the avoidance of doubt, bulk quantities will be reasonably assessed as a quantity exceeding what you may reasonably consume on an individual service or trip.

8. Luggage

8.1 Luggage Allowance

You may carry at no additional charge (Luggage Allowance):

• one suitcase or bag not more than 32 kilograms in weight;
• one bag with skis/stocks or snowboard; and
• one carry on bag with no wheels that may be stored in overhead luggage racks or under the seat in front. If the carry on luggage is unable to be stored in the overhead luggage racks or under the seat in front, the carry on luggage must be stored in the main vehicle storage compartment.

You are responsible for all luggage, carry on luggage and personal items. We accept no responsibility and will not be liable for any damage to (unless the damage was caused by our negligence at no fault by the passenger), theft or loss of any luggage whilst on our premises including when on board a vehicle.

We will make every reasonable attempt to carry your luggage on the service which you travel. On occasion, due to vehicle loading and regulatory weight restrictions, luggage may need to be carried on an alternate service.

 

Where luggage is carried on an alternate service to that which the passenger travels on, we will advise you when and where to collect the luggage. The passenger is responsibility for pick up of the luggage or otherwise our policy on unclaimed luggage in section 8.4 will apply.

8.2 Excess Luggage

Excess Luggage means any luggage beyond the allowable limit as shown on your ticket or otherwise as per section 8.1 above. 

We are not obliged to carry excess luggage. We may determine that excess luggage may be carried on an alternative service, and if so, the luggage must be collected by the passenger in accordance with section 8.1.

Carriage of excess luggage will incur additional fees per the following schedule:

• additional suitcase or bag not more than 32 kilograms in weight - $10 per item;
• additional skis, snow boards - $20 per item;
• Prams and disability aids - no additional fee; and
• any other item not listed above will be charged at our reasonable discretion, with reference to the fees identified above.

8.3 Prohibited Items

We may refuse carriage of any luggage if we reasonably believe that the luggage is:

• unsafe;
• a hazardous substance or dangerous good;
• likely to be damaged during travel; or
• likely to cause damage to other passenger luggage or any other property.

In the event we refuse to carry luggage, you hold sole responsibility for any and all costs of alternate travel for their luggage. 

8.4 Unclaimed Luggage

If a passenger leaves an item of luggage on one of our vehicles:

• We will make all reasonable efforts to identify the owner of the luggage and notify them of the unclaimed luggage. Collection of the luggage will be the sole responsibility of the passenger.
• Any freight fees incurred in transporting the luggage to an alternate location will be borne solely by the passenger. We will store the item as lost property for a period of 90 days. Should the item remain unclaimed at the expiry of that storage period, the item will be disposed of at our sole discretion.
• We will not be liable for any loss, expense or inconvenience incurred by the passenger.

9. Special travelling requirements

9.1 Unaccompanied Minors

Children 17 years and under are not permitted to travel unaccompanied on any service provided by us. All children 17 years and under must be accompanied by an adult 18 years or older. Proof of age for the accompanied person may be requested and must be shown on departure. If no identification is provided, travel may be refused for both passengers. The person accompanying the child must accept full responsibility for the child during the journey.

9.2 Travelling with a mobility aid

If you are travelling with a mobility aid, please contact our booking office on (61) 13 22 51 between 5:30am - 6pm, 7 days a week or forward an email to reservations@murrays.com.au to assist with your travel plans.

9.3 Travelling with a carer

If you are unable to travel alone and require assistance, you must travel with a carer or chaperone. Coach drivers/staff are only permitted to provide basic assistance. Drivers are unable to assist with access to facilities, lift or carry passengers, administer medicines or perform any medical procedures.

9.4 Travelling with a medical condition

If you have a medical condition, it is recommended that a carer/chaperone accompany you on their journey. In the event that you become ill during the journey, the appropriate emergency services will be contacted and the continuation of travel will be determined by the emergency services personnel.

Our coach drivers are not trained or permitted to administer any medicines or perform medical tasks.

If you need more information, please contact our booking office on 13 22 51 between 5:30am - 6pm, 7 days a week or forward an email to reservations@murrays.com.au

10. Timetables, Late or Cancelled Services

10.1 Timetabling changes

Our services operate subject to passenger demand and availability and we may change the scheduled departure time as shown on your Ticket as necessary. If a change is made to the scheduled departure time, we will use our reasonable endeavours to let you know about any changes.

In any event, prior to your trip, you should check to ensure your departure time has not changed.

Passengers travelling to and from the Sydney International Airport should ensure that they have allowed time for traffic and flight delays.

10.2 Late or Cancelled Services

We will use our best efforts to get to your destination by the scheduled estimated time of arrival. However, our ability to provide timely and safe travel services is highly dependent on many factors that exist beyond our reasonable control. For this reason, we do not guarantee that we will depart or arrive at the specified times when you make your booking.

We recommend that when making travel plans, you ensure that you allow enough time for contingencies and obtain travel insurance to cover yourself for any unexpected disruptions to your travel plans.

Under the Australian Consumer Law, you may be entitled to a refund and/or compensation following a delayed or cancelled service in certain circumstances.  Factors that may be relevant in this regard include the reason for any delay or cancellation, the length of any delay, any advance notice of the delay that was provided to you, and whether we remedied the delay or cancellation, for example by placing you on a similar service within a reasonable time (depending on the circumstances).

We do not provide refunds if you:

• are unable to travel or change your mind;
• fail to board the coach at the scheduled time of your booking; or
• have been refused travel or removed from the coach in accordance with section 11.

11. Right to Refuse Travel

11.1 Refusal of Carriage

We reserve the right to refuse travel or remove from the vehicle any passenger, regardless of whether the passenger holds a valid Ticket, where the passenger:

• behaves in a disruptive, threatening or unlawful manner and may pose a threat to themselves, other passengers, Murrays staff or property;
• on our reasonable assessment, appears to be under the influence of alcohol or any other drug or appears to be in possession of any unlawful substance;
• is afflicted by an infectious disease that poses risks to other passengers;
• is observed smoking or attempting to smoke a cigarette on board a vehicle, including any onboard toilet facility;
• cannot prove you are the person specified on the Ticket on which you wish to travel;
• fails to comply with any applicable laws, rules, regulation or order;
• has previously breached our Terms and Conditions; or
• fails to comply with these Terms and Conditions.

Snow Express Fare/Package Condition	Snow Express One Way Fares	Snow Express Day Return Fares	Snow Express Day Packages
Changeable by phone	Changes must be made 48hrs prior to the original scheduled departure time. Subject to $10.00 change fee per person (applies to each direction of travel affected by the change).	Changes must be made 48hrs prior to the original scheduled departure time. Subject to $10.00 change fee per person.	Changes must be made 48hrs prior to the original scheduled departure time. Subject to $10.00 change fee per person.
Changeable at the counter	Changes must be made 48hrs prior to the original scheduled departure time. Subject to $10.00 change fee per person (applies to each direction of travel affected by the change)	Changes must be made 48hrs prior to the original scheduled departure time. Subject to $10.00 change fee per person.	Changes must be made 48hrs prior to the original scheduled departure time. Subject to $10.00 change fee per person.
Changeable online		Changeable for $10 fee per person per trip. If the service changed to is a premium discount of the same or lesser value then no change fee applies. Changes must be made 30 minutes prior to original departure time.	No fee to change. Changes must be made 30 minutes prior to the original departure time.
Able to be open dated
Refundable if you are unable to travel or change your mind
Refundable if you are unable to travel or change your mind
Transferable