faq

FAQs

Contacting Bon Voyage

You can contact us via Phone, Online Chat or sent us a message through the Contact Us form.

Phone
1300 11 22 44

Online Chat
Click on the Chat icon below.

Form Submission
Send us a message via the Contact Us form.

The Bon Voyage Team are available 7 days a week between 9am–9pm Weekdays and 10am–5pm Weekends.

Our office is closed for National Public Holidays however please send us a message during these times and we will get back to you as quickly as possible.

You can change your newsletter subscription by logging into your Bon Voyage account.

Once in the My Account section, click on My Subscriptions to Add or Remove any of our subscription services.

We love to hear feedback about our customers Bon Voyage experience!

If you have a question about the service you received from a hotel or resort, we always recommend getting in touch with the company directly as this is the quickest way to resolve any concerns you might have.

Of course, you are always welcome to contact our Customer Service Team and we’ll be more than happy to help.

We love to hear from businesses who are interested in featuring as one of our upcoming Bon Voyage offers!

Please send us a message via the Contact Us form for further information.

My Account

Registering as a Bon Voyage Member is easy.

Simply click the Join for FREE button at the top of our website, fill in your name and contact details, and Sign Up!

A unique password will be emailed to you, and once logged in you can create your own password from the Manage Password section of your account.

To view and change your account details, please log into the Bon Voyage website and click on your name at the top of the site.

In the Personal Details section of your account you can update your name and contact details.

In the Payment Methods section account you can update or remove your saved credit card.

To change your password, please log into your Bon Voyage account and click on the Manage Password section of your account.

If you have forgotten your password, please click on Forgot Password? Click here under the sign in box and enter your email address to have password reset instructions delivered to your inbox.

If you have available store credit, this will show in the Payment Methods section of your Account.

When you have available store credit, it is applied automatically to your order at the checkout.

If your purchase is equal to or lesser than the value of your credit, you will not need to pay anything more. If you purchase exceeds the value of your credit, you can pay the balance at checkout.

Generally speaking, your Bon Voyage Holiday Pass will be emailed to you on the same day as your purchase. For these offers, once you successfully purchase a deal, you will receive two emails:

  • Confirmation of purchase which includes your tax invoice
  • The Bon Voyage Pass(s) you purchased as a PDF attachment

If you haven’t received these emails, please double check your spam and junk email folders in case noreply@bonvoyage.com.au has not been added to your safe senders list.

You can also download your Bon Voyage Pass from your account. To access your Bon Voyage Pass(s) simply view the My Bon Voyage Pass section of your account.

Please note that some of our offers may require you to make a booking with the merchant first, to receive your Bon Voyage Pass. 

We always provide these details on the deal page so that you will know this information before making your purchase. Once you have made your purchase, you will receive an order confirmation with further details as to how you can book your stay and download a copy of your Bon Voyage Pass.

The ‘Need to know’ section of each deal page, will outline where and when your Bon Voyage Pass will be available in your account. Press read the ‘Need to know’ information as it will also explain when the merchant will be accepting bookings, and the redemption process so that you can receive your service.

Still can't find your Bon Voyage Pass?

If you've made a purchase but can’t find your Bon Voyage Pass, don’t worry, there are few things you can do to track it down;

  • You may have purchased under another account, potentially with a friend, family member or partner's details - or even your work email address. Try logging into the Bon Voyage website with a different email addresses that may have been used.
  • You may have purchased via Facebook so make sure you check that account. Login to the Bon Voyage website by clicking on the blue 'Sign In with Facebook' button.

If you still can't find your purchase, please contact us and we’ll be happy to assist you.

After you purchase a Bon Voyage Pass you will receive an order confirmation via email. This includes a tax invoice at the bottom of the email. We kindly direct you to this confirmation email that you received from us to view your tax invoice.

However, if you have deleted this email you can also request a tax invoice from our Bon Voyage Team. Please contact our Customer Service Team and we’ll be happy to assist you.

The 'mark as used' button is a handy tool you can use to keep track of which Bon Voyage Pass(s) you have already used. This should only be pressed after you have redeemed your Bon Voyage Pass.

You will still be able to view and/or print your Bon Voyage Pass even when it is marked as used by clicking on the 'Download' button.

We do suggest using this function once your Bon Voyage Pass has been redeemed as it does keep your account much tidier and easier to use.

Purchasing an Offer

Bon Voyage accepts payment via Credit Card, PayPal and store credit.

We unfortunately do not accept Diners Club cards, cheques or direct deposits as payment, but we do accept Amex, Visa and Mastercard.

If you are using one of the above payment methods but are having trouble making a purchase, please contact us and we will be happy to assist.

Before you can purchase a Bon Voyage Pass you first need to sign into the Bon Voyage website.

If you haven’t already joined Bon Voyage, you can do this quickly and easily by clicking on the Join for FREE button on our website.

Once signed in to our website, you can search browse all of our available offers or search by Destination.

When you find an offer of interest click on the offer to see more details. Take time to review the Details, Package Options and Need to Know information, to make sure this one is for you.

When you are ready to make a purchase, click the BUY NOW button to be directed to the checkout. If there is more than one option available for an offer, you will be able to select your preferred option before going to the checkout.

Your Bon Voyage Bon Voyage Pass will never display the purchase price. It may show the overall package value, or RRP, of the promotion though.

When there are limitations to the number of Bon Voyage Passes you can buy for an offer, we will list this in the Need to Know section of the offer page so that you can review this prior to purchase.

Some Bon Voyage offers won’t have a limit to how many Bon Voyage Passes you can purchase for yourself or for your friends and family, however please read the Need to Know information carefully before making your purchase to ensure that you snap up the right quantity.

If you are unsure, the best option is to contact our Customer Service Team to get the facts straight, or you may call the company using their contact details found at the bottom of each offer page.

You can check a offers availability right here on our website.

Simply click on the Check Availability button on the offer page prior to making a purchase. Please note, this feature is currently not available on the app version and you will need to be viewing the desktop version of our site.

If this Check Availability button is not showing, please refer to the bottom of the offer page for contact details of the company. You can contact the company directly to check availability, however please be sure to mention that you will be booking with a Bon Voyage Pass.

Have you made a purchase but the dates you would like to book are unavailable?

Many of our offers are also backed by our Peace of Mind Guarantee. This means that if you are unable to make a booking on your preferred date, simply contact us within 14 days to request a full refund.

Please note that you must contact us within 14 days of the date of purchase and prior to confirming a booking. We will then issue you with a refund to the value of your purchase. Refunds are not available where the Peace of Mind Guarantee is not applicable and you are unable to book your preferred date.

Unfortunately, we cannot guarantee when a company or offer will be featured again on Bon Voyage.

We're very careful to calculate the maximum number of Bon Voyage customers each merchant can handle for an offer and we're responsible for sticking to this limit so that everyone has a great experience.

We are also unable to issue Bon Voyage Passes after an offer has ended. We are sorry if you have missed out this time but if you keep an eye on the site, we are sure to have another great offer for you soon.

Our offers are so popular we can't hang onto them, which means unfortunately we don’t offer lay-by, or hold offers.

Until you've checked out and payment has been processed for your order, it's not yet successful and your Bon Voyage Pass isn’t reserved.

You can find the contact details of the featured company at the bottom of each of our offer pages.

If you have already purchased a Bon Voyage Bon Voyage Pass, we will also provide information about the company in the section labelled Redeemable At.

All of our Bon Voyage Passes can be gifted to a friend or family member. When you find an offer of interest be sure to review the Details and Need to Know information to ensure the offer meets your gift recipient's needs and you understand the booking methods

Where an offer provides the option to secure a booking immediately via a booking engine, you will be required to secure a booking date, at which point you will receive a confirmation email with the pass. This can then be gifted to your nominated recipient.

You can view the maximum room capacity of an offer in Need to Know section of the offer page.

This will outline the maximum number of people that can sleep in each room type available for an offer.

If you are unsure about how many people can stay in each room for the offer, please contact us and we will be happy to clarify this for you.

Many of our offers are backed by our Peace of Mind Guarantee. This means that if you change your mind about an offer you have purchased, simply contact us within 14 days to request a full refund.

Please note that you must contact us within 14 days of the date of purchase and prior to confirming a booking. We will then issue you with a refund to the value of your purchase. Refunds are not available where the Peace of Mind Guarantee is not applicable and you are unable to book your preferred date.

To request a refund, please contact our Bon Voyage Team.

Redeeming a Bon Voyage Pass

Each Bon Voyage offer may have different requirements for redemption. Simply check the How to Redeem section of the offer page and on your Bon Voyage Pass for specific instructions on how to redeem your offer.

Most merchants will require bookings in advance. This may include confirming a booking date via the online booking tool or directly contacting the merchant. In most cases, you will also need to take a printout of your Bon Voyage Pass along with you at the time of redemption.

You can see how many people are able to use one Bon Voyage Pass in the Need to Know section on the offer page.

If there is no specific term listed on the page, the default term is that each Bon Voyage Pass is valid for redemption by 1 person only. The number of people who can redeem a Bon Voyage Pass can vary from offer to offer so be sure to read the offer page carefully.

If you are unsure about how many people can use a Bon Voyage Pass, please contact us and we will be happy to clarify this for you.

Unfortunately, the validity period of your Bon Voyage Pass can’t be extended beyond the expiry date listed in the Need to Know section of the offer page.

After this expiry date, your Bon Voyage Pass no longer carries any value so the merchant is not obligated to honour it.

Expired Bon Voyage Passes cannot be refunded or exchanged, however if you had difficulty redeeming your Bon Voyage Pass please feel free to get in touch with our Customer Service Team we will try our best to assist.

Many of our offers are backed by our Peace of Mind Guarantee. This means that if you change your mind about an offer you have purchased, simply contact us within 14 days to request a full refund.

Please note that you must contact us within 14 days of the date of purchase and prior to confirming a booking. We will then issue you with a refund to the value of your purchase.

For other offers, your Bon Voyage Pass will always make note of the validity period as well as any restrictions that apply. Some offers are advertised as being ‘subject to availability’, and so if you are unable to book in your preferred dates we recommend speaking with the merchant as they should have lots of other dates available for you to book from.

Please note that refunds are not available where the Peace of Mind Guarantee is not applicable and you are unable to book your preferred date.