Queensland Tourism Industry Council (QTIC) is aware of emerging discussions across the industry regarding the introduction of fuel surcharges in response to rising operating costs.
Given the likelihood that some operators may consider this approach, they are sharing general guidance to support informed decision-making and help minimise potential consumer and regulatory risk.
Under Australian Consumer Law, pricing must be transparent, clearly disclosed and not misleading. The application of any surcharge will depend on individual business circumstances, including existing terms and conditions.
Key considerations for operators:
New bookings
Operators may apply a surcharge to new bookings where the total price, including any surcharge, is clearly disclosed upfront prior to payment.
Existing bookings
This is a higher risk area. Prices should not be increased for existing bookings unless this was clearly provided for in the original terms and conditions or agreed to by the customer.
As a best practice approach, operators may wish to:
Proactively contact customers
Clearly explain the reason for any proposed surcharge
Offer options, including proceeding, amending the booking, or a refund
Transparency and disclosure
Any surcharge should be clearly communicated, including:
The amount or percentage
When it applies
The reason (e.g. increased fuel costs)
Consistency
Ensure pricing is aligned across all channels, including websites, booking platforms and third-party agents.
QTIC encourages operators to take a measured, transparent approach that maintains consumer confidence while responding to current cost pressures.
Click HERE for a short advisory note with further practical guidance.
If you would like to discuss your specific circumstances, please contact the QTIC team.
