Help and support

What experiences does Trusted Travel offer?

Visit our experiences section. Here you will see all upcoming group supported experiences. Click on the experience you are interested in for more information, photo gallery and costings. You can also complete our booking form by clicking ‘Book Now’ button, or make an enquiry by clicking the Contact Us button at the top and bottom of the website.

The experiences on the Trusted Travel website are to destinations I don’t want to go to. Can I choose my own destination or itinerary?

Supported group experiences are a great way to meet new friends and achieve your travel goals. If you are looking at visiting some place that isn’t listed in our section, you can contact our team to discuss your ideal experience and how we support you to achieve it. We may be planning a trip to your desired destination soon! We value feedback on all destinations and can look to plan an experience around your needs.

How much does a Trusted Travel experience cost?

There are many variables when it comes to costs associated with a supported group experience. Level of daily support required, night time supports, activities, transport options, meals and accommodation options are just some of the items that make the price variable. Also, whether you use your NDIS plan for part of your respite and experiences supports, or whether you pay for your experience in full can vary the amount payable by you. Trusted Travel ensures our packages are fully inclusive, meaning all main costs (including transport from an identified departure point and all main meals) are included. Where variations are requested by a participant to the group experience package listed, prices may vary. You may want to budget a small amount of spending money for snacks, extra drinks outside of meal times and souvenirs to help you remember your trip.

Who supports me whilst I’m away?

Trusted Travel is a service of The Disability Trust. With over 45 years’ experience in disability services, we have a number of highly trained and experienced staff ready to assist you with every need whilst you are away. Our staff are well-travelled and ready to show you the many sites and activities on location. If you have a specific need and are unsure of whether our staff can assist, feel free to contact a Trusted Travel Consultant to discuss.

What support levels are catered for?

Support is tailored to your individual need. Our booking form highlights key questions linking to supports required to help indicate what level of support would best suit you on your experience. It is extremely important you be specific about your needs when completing the booking form to ensure we can support you effectively whilst on an experience. If we need more information from you, one of our friendly Trusted Travel Consultants will be in touch.

How do I manage my booking?

For any updates to your booking, contact your Trusted Travel consultant to advise them of the changes you would like to make or information that you’re seeking.

Is Trusted Travel a registered NDIS provider?

As a service of The Disability Trust, Trusted Travel is a registered NDIS provider (provider no.: 4050001881).

Do I need to be registered with the NDIS to book a Trusted Travel experience?

No, you don’t have to be registered, plenty of our participants choose to use their own funds to pay for the experience. Just remember if you have a NDIS plan and use your plan for part of your supports, or whether you pay for your entire experience in full, it can vary the amount payable by you.

Can I use my NDIS Plan to fund my experience?

You can use your NDIS plan to fund the supports you receive on your experience. How this is done depends on the level of support required whilst traveling and the categories of funding available in your NDIS plan.

What NDIS support items are used to fund my experience?

If you choose to book with Trusted Travel and use your NDIS plan, this will be discussed with you depending on the level of support you require. Generally, respite and experiences supports are from a NDIS participant’s Core Supports budget.

Do I need relevant goals in my NDIS plan?

Yes – Trusted Travel staff will ensure you are working to achieve your NDIS goals whilst on an experience, as this means the support provided in this way is reasonable and necessary. Our booking form asks for these goals to be listed.

Will I receive a Service Agreement and Schedule of Supports with Trusted Travel?

Yes – if you choose to use NDIS funds for your supports whilst on one of our supported travel experiences, our MyTrust Team will be in touch with these documents for your approval.

Where can I get more information or see if I am eligible to sign up to the NDIS?

Visit the National Disability Insurance Scheme website to check your eligibility and for details to register.

What do I need to pack?

With your booking confirmation you will be sent a checklist of what to bring.

Something’s come up and I need to cancel? What do I do?

Let us know as soon as possible. Our Terms and Conditions (signed when booking) list the time frames associated with any cancellation fees. If you choose to withdraw your booking after 14 days of submission, you may be liable for a non-refundable administration fee of $30. If you use NDIS plan, terms for this will also be listed in your service agreement.

Cancellations by Trusted Travel due to COVID-19

Unfortunately, where increased risks indicate the best course of action at that time is to cancel plans for travel, Trusted Travel may need to cancel a group experience. The health, wellbeing and safety of our participants and the enjoyment of travelling without extra stress are of the upmost importance. If this decision is made, we will notify affected travellers as soon as possible.

Will I be charged if Trusted Travel makes the decision to cancel a booking due to COVID-19?

Trusted Travel will not charge any cancellation fees or charges where the change has been deemed required by our Travel Consultants. Anything already paid by the participant in this instance will be offered as a full refund or credit for a future holiday.

How do Trusted Travel make the decision to cancel an advertised group experience due to COVID-19?

We at Trusted Travel continue to monitor the situation daily, and take any advice relating to health and travel from government and world health agencies seriously in determining a decision whether to travel or not. Our Commitment to COVIDSafe Operations can be found here.

I need to bring my medication. How do I pack this?

Ideally, a Webster-Pak is best. Otherwise original packaging is required. You will be asked to complete a Medication Form prior to departure also that lists the medication you take. Unfortunately, we are unable to administer injections of any kind. It is important to note also that some medications prescribed for behaviours of concern can be considered a restrictive practice and therefore need to be documented in a Positive Behaviour Support Plan developed by an NDIS Registered Behaviour Support Practitioner – we will discuss this with you prior to departure where this is the case.

Do I need a Passport or some form of ID?

For domestic supported experiences, it is best to have one form of government issued ID with you on your trip. Your confirmation letter will explain any specific requirements e.g. Cruise or Flight carriers may have specific requirements for check in procedures. If you are traveling internationally, you are responsible for holding a passport with at least 6 months validity from the date of the trip.

I’m travelling internationally. What do I need to consider?

If the experience is international, you are responsible for any visas, immigration, quarantine, customs requests or requirements for the countries visited or transited. You are responsible for a passport with at least 6 months validity from the date of the trip. You may also want to consider ways to keep in touch with home (or if required support staff while away), for example, upgrading your mobile phone plan for the period to include international roaming or calls. For your safety, Trusted Travel strongly recommends registering your international travel with Smart Traveller. Smart Traveller is run by the Australian government and may be able to assist in case of a crisis. Register your travel at smartraveller.gov.au.

Is travel insurance included with my supported travel experience?

Travel insurance isn’t included with our supported experience packages; Trusted Travel recommends all participants take out a relevant level of insurance cover for their travel experience. We can point you in the right direction to find an appropriate provider for your travel insurance needs, however Trusted Travel does not accept responsibility for contacting the provider regarding level of cover or sign up, assisting with claims, costs associated with purchasing travel insurance or any other support you require to liaise with your insurance provider.

While away I needed extra support to meet my needs? Am I liable for these costs?

Trusted Travel will endeavour to provide the level of support as requested by you. We use the booking form to determine your support needs, and provide staffing support according to this and what is quoted at the time of the enquiry. We ask that travellers be honest in the information provided when booking so to determine the correct level of support required, in particular, health and personal care needs, behaviours of concern, and night time/overnight routines. Any extra support required whilst away from home may be billed to the participant at the relevant support rate from the most recent NDIS Price Guide.

What will happen if a major attraction or tour operator is closed?

Trusted Travel will endeavour to operate all tours/experiences as planned and to the itinerary advertised. At times due to circumstances out of our control, or force majeure, we may need to cancel the experience or alter the booking. We will notify you of any changes at our earliest convenience. If alternative or suitable arrangements cannot be made, you will be entitled to a full refund of the ticket price.

Where do we leave from?

All experiences list the departure point/s on our website. We understand that not everyone lives near the departure location/s. If you need assistance getting to and from the meeting point, please contact our friendly Trusted Travel Consultants. They’ll happily give you some helpful tips on how to get from point A to point B.

How do I get in touch with the staff if I would like a trip update while the group is away?

We unfortunately can’t give out staff contact details. As Trusted Travel is a service of The Disability Trust, you will have access to a 24/7 After Hours Response team who can get in touch with the group at any point. You can contact the team at any time on 1300 347 224. The After Hours Response team is available 5:00 PM – 9:00 AM every day of the year.

I would like to get an update on how I or my family member went on their trip. How do I get this info?

With the client’s permission, we’re happy to give a trip update whenever you’d like. Contact the office at any time and we’ll pass on as much information to you as we can.

I’d love to see some of the photos taken of me or my family member on their trip! How do I get a copy?

Trusted Travel expects our staff to take many high quality photos of every client on a trip, every day. We use these photos to produce a personalised Trusted Travel Photo USB which you can purchase here. If you really want a special and long lasting memory of your time away, we can make a personalised, high-quality, glossy printed photo book full of photos from your time away. Order here!

Trusted Travel is dedicated to making your travels as safe and accessible as possible. At times, we have to limit the accessibility of some of our itineraries due to the constraints that are placed upon flying. This section of the FAQs has been designed to help you navigate and understand some of the barriers and how we can work with them and you to get you up, up and away.

Each Australian airline has different requirements for mobility aids; in this document we will be discussing Qantas, Virgin and Jetstar. In general, each airline will allow one manual fold up wheelchair as cabin baggage per flight, this is first come, first served so is not always an option.

The airport does have complimentary wheelchairs that can be used to get you to and from the boarding gate and your chair can be stowed under the airplane during travel.

The size of the plane will determine the size dimensions of the chair able to be stowed. Each airline has slightly different requirements and restrictions. We have included an airline guide below with dimensions and weight limits for the differing plane body types. Please read through and contact us for any questions or support.

Due to the current tourism slump/COVID restrictions, flight times have been greatly reduced and the planes flying have also been downsized to smaller aircraft, so there are not as many flight options available. Often, the larger Airbus A380 planes only fly once a day at 7am and 7pm which can greatly reduce our options.

It is really important that you measure your chair – height, width and depth. When doing so, remove any attachments that you can e.g. head rest, feet brace, and you rest your chair in an upright tilt position to comply with height restrictions.

Trusted Travel will do everything possible to help you have a safe journey on your flight.

Qantas

See excerpt below from Qantas’ website:

In accordance with manufacturer’s recommendations and to reduce any risk of damage to your mobility aid, all electric wheelchairs, including power assist wheelchairs, must travel in the upright position (folded or unfolded) in the free wheel mode. To facilitate this requirement, size restrictions apply to the acceptance of mobility aids on our aircraft.

All manual wheelchairs must fit within the size restrictions in the upright position (folded or unfolded). If the wheelchair fits within the size restrictions but not in the upright position, the wheelchair can only be carried if it weighs less than 32kg and the manufacturer has confirmed that the wheelchair can be stored and transported on its side. Otherwise, the wheelchair must fit within the size restrictions in the upright position to be carried.

Maximum size restrictions for wheelchairs by aircraft type (in adjusted state)

If you’re booked to travel on a flight operated by a narrow-bodied aircraft and your mobility aid does not fit within the allowable dimensions (after being adjusted or disassembled), the sales consultants will offer you, where possible, an alternate flight that’s operated by a larger, wide-bodied aircraft.

More information available at Qantas’ official mobility assistance website.

Virgin

See excerpt below from Virgin’s website:

To reduce the risk of damage to your mobility aid, and to our aircraft, the following restrictions apply:

• Please ensure you provide us with the weight of your mobility aid at the time of booking so that we can work with you to get your mobility aid in the aircraft where feasible.
• Refer to our ‘maximum dimensions’ table below. If your mobility aid is greater than the size restrictions specified (in either a folded or unfolded state), we may be unable to carry the item.
• All electric mobility aids must travel in an upright position.
• Electric mobility aids must travel in the ‘free wheel’ mode.

Maximum size restrictions for wheelchairs by aircraft type (in adjusted state)

If your mobility aid does not fit within these allowable dimensions (after being adjusted or disassembled) you will have to travel with an alternative mobility aid (such as a manual wheelchair) that fits within the above dimensions.

More information available at Virgin’s official mobility assistance website.

Jetstar

See excerpt from official Jetstar site below:

Mobility aids include, but are not limited to, equipment such as manual wheelchairs, battery-powered wheelchairs and electric scooters.

• Two mobility aids can be carried free of charge as checked baggage per customer, in addition to any checked baggage allowance. The following conditions apply:
• only one battery-powered mobility aid (including battery-powered wheelchairs) can be carried free of charge as checked baggage due to loading restrictions. You will need to get approval from Qantas dangerous goods before you can check-in your battery-powered mobility aid
• the equipment must be for your own personal use
• the equipment must be within the size and weight limits set out below
• The oversized item fee and excess baggage fees do not apply to mobility aids and wheelchairs that meet the above conditions.

• Each item must be 32kg or less, except for wheelchairs or mobility aids that can travel in the upright position in freewheel mode (which may exceed 32kg).
• Items above 32kg which cannot travel in the upright position in free wheel mode must be carried as freight at standard freight rates.
• Mobility aids and wheelchairs (including manual wheelchairs, battery-powered wheelchairs and battery-powered scooters) cannot be carried in the aircraft cabin as carry-on baggage. All spare wheelchair batteries will need to be carried as per Qantas dangerous good requirements opens in new window.
• Assistive devices such as walking sticks, canes and crutches can be carried in the aircraft cabin as carry-on baggage. Find more about assistive devices in your carry-on baggage.

More information available at Jetstar’s official mobility assistance website.