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Frequently Asked Questions

Payment

When do we need to make balance payment ?

You need to make the balance payment with 3 hrs of receiving the email for making the payment. The subject of the email will be “Urgent: Immediate Payment Required”

What if we miss the 3 hours deadline for payment ?

We strongly suggest you to make the payment with in 3 hours to avoid cancellation.

If you are making the payment after 3 hours ,kindly check the booking status under “view my booking ” on our website, if the status is payment due ,you can go ahead with the payment.

How do I make balance payment ?
Can I make Transfer through Indian bank for balance payment ?

We only accept Bank Transfer through Australian banks for Balance payment.

How much amount I have to pay after making the booking ?

Kindly check the FIRST Confirmation email sent to you.

At the bottom of the email , Total balance payment is mentioned along with the bank account details in which amount needs to be transferred.

Kindly send the payment reciept to payments@gauartravel.com.au

I have already made the payment ,waiting for the confirmation .

Once the payment made by you hits our account ,we manually update it and send you an email with the subject “Processing: Payment Received”. Usually the payment is received /updated in 1-2 business days .In case you have not received the payment confirmation email in 1-2 business days ,You can Chat with our Consultants on our website instead of calling us .

I want to request invoice for the charter Flight .
I have overpaid for the ticket in deposit/balance payment ?How do I get the refund ?

Kindly send an email with the explanation of the total amount paid on charterflights@gauratravel.com.au with payment receipt /screenshot.
We will advise you accordingly.

Air Suvidha

How to fill Self Reporting Form?

The most frequently asked questions have been complied in this video .Please check while filling the form.

Can I fill Self reporting form with in 24-48 hrs ?

We would strongly encourage you to fill the form 72 hrs prior to departure ,however if you were unable to do so you should still fill it online at least BEFORE your departure flight on www.newdelhiairport.in .

I need help in filling the self reporting form. What should I put in the Seat number and PNR field for Self reporting form ?

Request Number- to be filled only (If you already applied for exemption request form, please enter your unique application request number)

Seat number : TBA(to be advised)

Since its a charter flight ,seat numbers can only be provided at the Check in counter.

PNR : can be left blank(not mandatory)

Flight number : Flight number for CMB/SIN-DEL

Country of origin : Australia

City of Origin :Melbourne/Sydney

When do I fill the exemption form on Air Suvidha?

You can only fill the exemption form after you receive the RTPCR test report done within 72 hrs of departure .

How to fill Exemption form on Air Suvidha ?

Once you have received the negative RTPCR report for the test done within 72 hrs of departure ,please apply on the basis of that report for exemption on newdelhiairport.in.

Kindly use the below details :

Request number : f you have already applied for Self-Reporting form, please enter your unique application request number.

PNR /Seat number : TBA (to be advised)

Flight number : Flight number from SIN/CMB- DEL mentioned in the itinerary on your Confirmation email or Please check your itinerary under “view my booking ” on our website.

How long does it takes to get exemption on the basis of negative RTPCR report when we apply for the same on Newdelhiairport.in website ?

While Processing time is at the discretion of the Govt ,As per the exeprience of the travelers from the last Charter flight ,they have recieved exemption with in 24 hrs or less.

In case you do not receive the exemption online before departure ,you may seek exemption from quarantine on the basis of the RT- PCR negative report is on arrival. Please carry your physical print of PCR negative test report with you to get exemption

Shall I get myself tested at Drive through Centres or Pathology lab ?

It depends on when will you get the report .Since you have to get tested within 72 hrs of departure which means you have around Two and half days to get tested and also get the report.

For eg ,if your flight is on 22 Jan 21 at 8 pm ,you can only get tested after 8 pm on 19th Jan 2021.This gives you around two and a half days to get tested and also get the report in these two days.

We would advise you to get tested at a Private/Govt Centres where you can get the RTPCR test report within 24-48 hrs.Then you can apply for the exemption on www.newdelhiairport.in before the departure.

My parents are travelling ,What if I do not receive their test report before departure ?

In cases you are getting the test report after they depart ,We will advise you to make sure that they atleast have the digital copy of their RTPCR report /Exemption report before they arrive in Indira Gandhi International Airport .They can connect to Wi -Fi at the airport to access their Whatsapp/Emails.

Covid-19

Do we need to get tested for Covid 19 before the charter flight ?Is it Mandatory ?
How can I get tested without any symptoms of COVID? My GP cannot advise me to get tested unless I have symptoms. Will the SMS be enough ?

Your doctor can refer you for an asymptomatic Covid-19 test .On the basis of that you can get yourself tested at a Pathology lab.

Once you are tested within 72 hrs of your International departure flight ,your report will be sent to you through SMS and your doctor will also recieve the report.

Your doctor will prepare a certificate for you based on the negative test.

This entire procedure is not taking more than 24 hrs as per the current update.

With the certificate ,you need to apply on the website of https://www.newdelhiairport.in/ for exemption on the basis of negative Covid -19 report.

This exemption will help you in getting priority for smooth check out with in 2-3 hrs on arrival in India .

If you are taking the domestic flight on arrival in India ,this exemption is mandatory.

For getting the Exemption , you would need to upload the certificate on Air Suvidha website (https://www.newdelhiairport.in/) SMS will not be accepted

Please advise if RTPCR test date should be within 72 hrs or its okay if report received date is within 72 hrs.

Test date should be within 72 hrs of departure.

For eg if you have a flight on 22 Jan 2020 at 8 pm ,you can get tested on 19th Jan 2021 anytime after 8 pm.

On receiving the result you need to apply for exemption on Air Suvidha( https://www.newdelhiairport.in/)to get your pre approved exemption before arrival in INDIA.

Mask will be provided on board?

India requires pax be supplied with personal protective equipment (PPEs) if the middle seat is not kept empty. This will be provided by Srilankan and Singapore Airline.

For Malindo AIrlines ,PPE kits will not be provided.

Is Covid test report mandatory to LEAVE from Australia ?Are they checked at the Airport ?

No Covid test reports are not checked when you leave from Australia. Its a requirement only if you do not want to do Institutional quarantine on arrival in india for 7 days.

Wheelchair

How do I request for Wheelchair ?

I have requested for Wheelchair .Kindly send me the confirmation .

Wheelchair is a special request made to the airline.

It will be at the discretion of the airline to provide wheelchair depending on the availability .We do not send you the confirmation once you have requested for wheelchair while making the booking. We only request the airline to arrange the same once we receive your filled and signed INCAD form. Depending on the availability ,Airlines will arrange the wheelchair.

Will the wheelchair be provided at the Entrance of Airport ?

Wheelchair will only be provided after you check-in till the  Passenger Boarding Bridge (Ramp)

When is the last day to send INCAD form ?

You need to send the form at least a week before the departure.If you have received the email for INCAD form ,it mentions you should submit it by next day before 5 pm.

We will not be able to accept the INCAD form if it has been sent with in a week of departure.

My father needs Oxygen Cylinder in the Airplane. Can you provide that along with wheelchair or can he carry his own Oxygen Cylinder ?

Since its a repatriation flight ,we are unable to provide or allow Oxygen Cylinders and hence would not suggest you to book the ticket if the traveller is unable to travel without Oxygen Cylinder.

My mother needs wheelchair and special assistance at the airport , during the flight and on arrival in India .

We only request for wheelchair assistance at the airport in Australia and on arrival in India.No special assistance can be provided during the flight or at the Airport.

Meals

What kind of meal will be served onboard ?

Inflight interactions between crew and passengers will be kept to a minimum .Standard Veg Meal will be provided to all.

Can any kind of special meal be requested eg Jain Meal or Hindu Meal ?

Inflight interactions between crew and passengers will be kept to a minimum, Only Standard vegetarian Meals will be provided Onboard.

Will the airline provide Inflight Entertainment /Liquor on board?

Inflight Entertainment will be provided for Singapore Airlines and Srilankan Airlines.

Liquor will not be provided as Inflight interactions between crew and passengers will be kept to a minimum with no catering services.

E -Tickets

When will I get my International/Domestic ticket ?

We are only sending Travel Document to all travelers 12 -24 hours prior to departure.

Please be advised that you can check in with travel Document at the International airport .It does not mention ticket number as Travel Document is sufficient to do check in at the Airport.

You can also go on our website under View my booking and click on View E-Ticket to download the Travel document.

You will receive a separate email for the domestic ticket in India later.

Can I do online Check-in ?

Since its a Charter Flight ,Online check-in is not available.

I have received the International Ticket ,when will I receive the Domestic Ticket ?

All Tickets will be sent 12 hrs prior to departure.If you have received the International ticket,kindly wait for the domestic ticket to be sent.

Luggage

How many bags can I carry ?

For international flight from Australia to India – 2 bags maximum ,One bag should not weigh more than 32 kgs

Infant : 10 kgs till Delhi but if you have connecting domestic flight in India ,then please be informed that there will not be any baggage for Domestic connection.

For Travelers coming from other destinations in Australia to Mel/SYD to catch the International flight -Please note :

If your luggage allowance is 30 kgs ,you can only carry one bag

If your luggage allowance is 40 kgs ,you can carry 2 bags

If we have a baby ,can we carry a pram ?

Yes you can ,it will be included in the luggage allowance.

Is Laptop bag included in the Cabin Baggage of 7 Kgs ?

Yes it has to be included in the 7 kgs.

How Much luggage can I carry in these flights ?

Cancellation /Changes

General

What is the next step after you get the confirmation email ?

You need to wait for the email with subject ” Immediate payment required “.Within 3 hours of receiving this email you need to make the payment and send us the payment receipt on payments@ gauratravel.com.au .

Will there be change of Airplane enroute to India ?

If you are travelling with Srilankan Airlines :

Yes ,you will have to change the plane. It’s usually been same aircraft TYPE for both sectors. The whole group of passengers disembarks the flight in Colombo all at once and wait in a designated area and then again re-embark together as a group again into the next flight .

Malindo/Singapore Airlines : There will be no change of Plane for Malindo Air/Singapore Airlines .

Do we need transit visa while transiting enroute to India ?

No, Transit visa is not required .

Will there be any bassinet provided for my infant?

Since its a repatriation flight so you will have to carry infant on your lap.

How long would the flight be ?

Approximately 14-16 hours with 1.5 hrs stopover at Colombo for refueling and other maintenance protocols for Srilankan Airlines.

For Malindo Air /Singapore Airlines there is no change of plane and travelers will be seated in the same plane while refueling.

Would I be able to choose my seat ?

As this is a special charter flight there is no option of pre-selecting seats. However we always request Airline to seat travelers with same order numbers together.

Which Gadgets are allowed in these flights ?
Will we have separate queues for Business class at the time of check in ?

Yes there will be separate check-in Queue for Business class Travelers.

What time will check-in close for Charter flights?

Check in counter will close 1 hr 30 min prior to the departure time.

When should i check in ? what is check in time?

As this is charter flight, check in time require 5 hours prior to departure time as due to Covid 19 situation there are more formalities involved.

Can I carry liquor on these flight and if yes what is the limit?

As these are repatriation flights specially organised for people wanting to go back to India, we recommend essentials items to be packed in your baggage.

Can I travel If I’m pregnant ?

For SriLankan Airlines

Given the unprecedented global changes that have resulted from the Covid-19 pandemic, pregnant
women who are more than 28 weeks pregnant are not permitted on this flight unless they satisfy
the flying requirements of Airlines.

For Singapore Airlines

28th week and earlier No medical certificate is required.

29 to 36 weeks

Uncomplicated multiple pregnancy:
29 to 32 weeks Provide a medical certificate stating:
fitness to travel
number of weeks of pregnancy
estimated date of delivery.

The certificate must be dated within ten days of the first flight after 28 weeks of pregnancy.

From which airport of Mel will the flight operate?

Melbourne International Airport Terminal 2

I have sent email to charterflights@gauratravel.com.au but have not received any reply.

Kindly wait for 24 hrs to get a response.If its a weekend ,it might take more time to respond.

However you can get in touch with our Travel agents on Chat instead of calling them as Call Centre agents do not have any access to emails.

My Mom is travelling alone for upcoming flight ,can you share the details of fellow travellers ?

Due to privacy issues We are unable to provide you the contact details of fellow travellers.

However you can post the same query on our Facebook page and might get some help.

Essential Documents

I am an Indian passport Holder without Permanent Residency. .Please advise what all documents are required to board the Charter Flight.

Air Suvidha Self Reporting Form (Mandatory ) : You need to fill the Online Self reporting form on Newdelhiairport.in website at least 72 hrs prior to departure. Please carry the physical /digital PDF copy to the airport which you will receive on your email after you fill the form.

Air Suvidha Exemption form , mandatory if taking Domestic flight in India on arrival : You need to get tested with in 72 hrs prior to departure time of International flight and then upload the report/Certificate (SMS will not be accepted) on newdelhiairport.in to get exemption before departure. Kindly carry the physical/digital copy of the exemption you will receive online .

·Immigration form(or India Arrival Form) : Kindly carry two  copies of Immigration form .It will be sent as an attachment  on email with subject –”Full payment received “ and will be sent again with the  “Final Checklist “  sent along with your Ticket.

I am an Australian Passport Holder or Indian passport Holder with Permanent Residency ,please advise what all documents are required to board the flight .
  • Mandatory Valid VISA /OCI (E-VISA issued before march 2020 are not valid)
  • Mandatory Travel Exemption from Australian Border Forces on https://immi.homeaffairs.gov.au/visas/already-have-a-visa/check-visa-details-and-conditions/waivers-and-permissions/requesting-permission-to-travel
  • Mandatory Filled and Signed Self Declaration form filled 72 hrs prior to departure on https://www.newdelhiairport.in/airsuvidha/apho-registration
  • Exemption form (Mandatory if you are taking a domestic flight in India): You need to get tested with in 72 hrs prior to departure time of International flight and then upload the report/Certificate (SMS will not be accepted) on newdelhiairport.in to get exemption before departure.
  • ·Immigration form(or India Arrival Form) : Kindly carry two  copies of Immigration form .It will be sent as an attachment  on email with subject –”Full payment received “ and will be sent again with the  “Final Checklist “  sent along with your Ticket.

If I do not have OCI can I travel on E-VISA for India ?

E -VISA for India issued before March 2020 are not valid. You will need the new VISA stamped on your passport.

I have submitted all the documents but received an email with the subject “Urgent action required -Documents pending “?

We send you this email when the documents submitted while making the booking by you are not clear or When the passport has expired. Kindly send us an email and we will reply back.

Can New Zealand Passport holders travel on these Charter Flights ?

We have had travelers with New Zealand passport on these charter flights. However ,since we only book Australian and Indian travelers ,we would request you to check with New Zealand and Indian Consulate  if you need any additional documents .

As Gaura Travel we do not take any responsibility for any documentation required  for passport holders other than Indian/Australian.

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While making the booking you can select, Australian as the Nationality which will be be corrected at the backend once we receive your booking.

Domestic Flight

What is the most important condition to book the domestic flight on same day on arrival in India ?

You need exemption from www.newdelhiairport.in on the basis of a negative RTPCR test done within 72 hrs of International departure .If you do not have the RTPCR test/exemption ,you will not be allowed to board the domestic flight in india.

Can I book my domestic flight on the same day of arrival in India by these charter flights?

Passengers arriving on international flights connecting to other domestic airports as their final destination would be allowed to continue their journey if they have presented a negative COVID-19 report for an RT PCR test taken within 72 hours before the start of their journey , Please apply travel exemption online on Newdelhiairport.in/airsuvidha and once you have exemption in advance than you can book domestic flight to your hometown.

I have made a booking from Adelaide/Brisbane to New Delhi and want to add Domestic flight in India/Australia .

We are booking domestic flights to the destinations mentioned on the website only .We can only offer Economy class domestic flight in India depending on the availability .Please send us an email on charterflights@gauratravel.com.au and our Travel Consultants will get in touch with you.

I have a business class booking and want to add Domestic flight in India /Australia ?

We are booking domestic flights to the destinations mentioned on the website only .We can only offer Economy class domestic flight in India depending on the availability .Please send us an email on charterflights@gauratravel.com.au and our Travel Consultants will reply.

I have a flight from Adelaide via Melbourne to Delhi , Do I have to re-check in again?

Yes luggage needs to be checked again as evident in the flight details.

For example ,if you have a flight from Adelaide to Melbourne and then you need to catch the International flight from Melbourne to Delhi ,you would need to check out your bags and go from Domestic terminal to International terminal T 2 to recheck in again in to catch the International flight .

On arrival from other Australian Cities to Sydney/Melbourne do we need to change the terminal ?

Yes you need to change the Terminal. Flights arrive in domestic terminal T 2 in Sydney and the International terminal is T 1.

In Melbourne ,Domestic flights arrive in T1,T3 and T 4 and flight depart from International terminal T 2.

How far is Jetstar/Virgin Australia /Qantas terminal from T2-International terminal in Melbourne ?

Once you arrive in melbourne you will have to reach International Terminal 2 to catch the Charter flight.

Jetstar flight in Melbourne arrives at terminal 4 ,it will take 10-20 minutes on foot to arrive at T2 from where the International flight will depart.

Virgin Australia Flight arrives in Melbourne at terminal 3 ,it will take 10-15 minutes on foot to arrive at T2 from wh ere the International flight will depart.

Qantas Flight arrives in Melbourne at terminal 1 ,it will take 10–15 minutes on foot to arrive at T2 from wh ere the International flight will depart.

You can get more clarity by looking at the maps available online.

Do I Need any permit to fly interstate in Australia to catch Charter Flight ?

Kindly check the interstate restrictions on the State Govt website and you can take the decision accordingly.

From which terminal Air India and Vistara depart on arrival in Indira Gandhi Airport ?

The International terminal in Indira Gandhi International Airport is Terminal 3 .

Air India and Vistara also depart from Terminal 3 ,however this can change without prior notice.

I booked ticket with luggage limit of 30 kgs /40 kgs but on my Air India Itinerary it mentions ,25 kgs .Please advise .

Air India provides 25 kgs luggage on the ticket and we buy extra luggage separately for your ticket ,which should be mentioned under “restrictions” on the ticket, just below the itinerary .

Example :

For 30 kgs luggage allowance it will mention:

RESTRICTIONS: VALID ON AI/ NON-END/WI/GAURA TRAVELS GROUP PT/TOUR CODE AI6DCRMA M/FBA 25KG PLUS 5KG APPROVED BY CD REF MAIL FRM WI SALES DTD

For 40 kgs Luggage allowance it will mention :

RESTRICTIONS: VALID ON AI/ NON-END/WI/GAURA TRAVELS GROUP PT/TOUR CODE AI6DCRMA M/FBA 25KG PLUS 15KG APPROVED BY CD REF MAIL FRM WI SALES DTD






How many hours minimum require in DEL/BOM to clear immigration ?

You need Minimum 5-6 hrs to go through Immigration and ,Security.

From which terminal Air India and Vistara depart on arrival in Indira Gandhi Airport ?

The International terminal in Indira Gandhi International Airport is Terminal 3 .

Air India and Vistara also depart from Terminal 3 ,however this can change without prior notice.

I have paid 5 % for the booking ,I want to cancel now .

Once you have paid 5 % ,as per the terms and conditions the amount is non refundable.

I have to make changes /Cancellation in my booking(Paid in Full) .

We would request you to check the Inclusions in the Confirmation email sent to you ,Which is the first email sent once you make the booking. The inclusion will mention the change/cancellation policy for that particular booking. After checking the cancellation /change policy you can send us an email and we will respond to you in next 24 hrs.

I have paid for the Business class booking but now Economy class is available so please downgrade the booking and refund the money.

Since these are special Charter Flights ,unfortunately paid amount is non refundable and non transferable. Once full payment received we are sending bookings to airline for issuance so we can not change date or class of your booking.

I have paid deposit amount but I filled wrong detail in application e.g. missing letter in name/incorrect DOB/Expiry date/City.
Is name change possible on ticket? Are these tickets transferable?

No, name change is not allowed on this Charter Flight and booking is not transferable.

If there is slight change in the name like a letter missing or no last name ,please get in touch on email.

How long does it take for the overpaid /refund amount to be processed ?

Incase you have overpaid for the Booking and you have been advised about the refund on email ,kindly be informed that it will take minimum 6-8 weeks for the refund to be processed and reflect in your account.

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