About This Service
ARM Globals (operating at ARMGlobals.com) is an independent flight assistance and concierge service. We help travellers in Australia and New Zealand navigate flight bookings, amendments, cancellations, and related enquiries by providing expert guidance and acting as an intermediary where appropriate.
Important: ARM Globals is an independently operated service. We are not affiliated with, authorised by, or acting as an agent of any airline. We are not a travel agent licensed to issue airline tickets directly.
By contacting us — whether by telephone, web form, or any other channel — you agree to be bound by these Terms of Service. If you do not agree with any part of these terms, please do not use our service.
These terms apply to all customers accessing our service from Australia and New Zealand. References to "we", "us", or "our" refer to ARM Globals. References to "you" or "your" refer to the person using our service.
Services Provided
ARM Globals provides telephone-based and digital flight assistance services to help travellers with:
- Flight booking assistance – helping you understand your booking options, fare classes, and airline procedures for making new reservations.
- Flight changes – guiding you through the process of changing flight dates, times, routes, or passenger details in accordance with the applicable airline's policies.
- Cancellations & refunds – advising on cancellation rights, refund eligibility, and helping you navigate airline refund request processes.
- Refund guidance – explaining airline credit voucher, refund, and compensation policies and assisting you in pursuing entitlements.
- Baggage queries – clarifying airline baggage allowances, excess baggage fees, and lost or delayed baggage claims procedures.
- General flight enquiries – answering questions about check-in, seat selection, special assistance requests, frequent flyer matters, and travel documentation requirements.
Our service operates by phone during advertised hours. We aim to provide timely, accurate, and helpful guidance on all flight-related matters. However, the provision of our service is subject to our ability to obtain current information from the relevant airline and to the limitations described in these terms.
Service Fees
Transparency Commitment: Any applicable service fees will always be clearly disclosed to you before any action is taken on your behalf. You will never be charged without prior notice and your explicit agreement.
Calls to our free call numbers (1800 318 414 in Australia and 0800 600 589 in New Zealand) are provided at no charge from standard landlines and most mobile networks. Calls from some mobile carriers or international roaming may incur costs charged by your network provider — please check with your carrier.
Our advisory and guidance services may be provided at no cost or may attract a service fee, depending on the nature and complexity of the assistance requested. The following general principles apply to our fee structure:
| Service Type | Fee Basis | Disclosure Timing |
|---|---|---|
| General flight enquiry & guidance | Typically no charge | At the start of the call |
| Booking assistance & reservation support | Service fee may apply | Before any booking is made |
| Flight change facilitation | Service fee may apply | Before any change is actioned |
| Refund & cancellation assistance | Service fee may apply | Before any submission is made |
All fees are in Australian Dollars (AUD) for Australian customers and New Zealand Dollars (NZD) for New Zealand customers, unless otherwise stated. Fees are inclusive of any applicable GST or New Zealand GST.
You are under no obligation to proceed with our service if you do not agree with the disclosed fee. You may end the call at any time before authorising payment without incurring any charge.
Independent Service Disclaimer
Not affiliated with any airline: ARM Globals is an independent third-party service. We are not affiliated with, endorsed by, employed by, or acting on behalf of any airline or aviation authority.
We are not affiliated with, connected to, or authorised representatives of any airline, including but not limited to:
All airline names, logos, and trademarks referenced are the property of their respective owners and are used for identification purposes only. Their mention does not imply any endorsement, partnership, or affiliation with ARM Globals.
If you are looking to contact an airline directly, please use the official contact details published on the airline's own website. ARM Globals does not represent itself as being that airline, its customer service, or any official channel of that airline.
Information Accuracy
We take care to provide accurate and up-to-date guidance based on the best information available to us at the time. However, airline policies, fare rules, schedules, and regulations change frequently, and we cannot guarantee that all information we provide will be current or complete at the time it is given.
Please note: Airlines make all final decisions regarding bookings, changes, cancellations, refunds, and compensation. ARM Globals provides guidance and assistance — we cannot override or guarantee any outcome from an airline.
The following limitations apply to all information provided by ARM Globals:
- Guidance provided is based on publicly available airline policies and may not account for all applicable fare rules, booking conditions, or special circumstances.
- Refund entitlements, compensation amounts, and change fees are determined solely by the airline and applicable law — not by ARM Globals.
- Flight schedules, availability, and pricing are subject to change by the airline without notice.
- We cannot guarantee that a particular seat, fare, or outcome will be available when you contact the airline.
We strongly encourage you to verify critical information directly with the relevant airline before making any final decisions, particularly regarding time-sensitive matters such as flight changes or cancellations close to departure.
Limitation of Liability
To the fullest extent permitted by applicable law, ARM Globals's liability to you for any loss, damage, or claim arising out of or in connection with the use of our services is limited as follows:
- We are not liable for any loss or damage caused by information or guidance provided in good faith that subsequently proves to be inaccurate, incomplete, or outdated.
- We are not liable for any actions taken or decisions made by airlines, booking platforms, or other third parties following or in connection with your use of our service.
- We are not liable for any indirect, consequential, incidental, special, or punitive damages, including but not limited to loss of profits, loss of bookings, missed flights, or travel disruption, even if we have been advised of the possibility of such damages.
- Our total liability to you in respect of any single claim or series of related claims shall not exceed the amount of any service fee paid by you to us in connection with the matter giving rise to the claim, or $500 AUD/$500 NZD (whichever is applicable), whichever is lesser.
Nothing in these terms limits or excludes liability that cannot lawfully be limited or excluded under applicable Australian or New Zealand consumer law, including the Australian Consumer Law and the New Zealand Consumer Guarantees Act 1993.
Australian Consumer Law & NZ Consumer Guarantees Act
Your consumer rights are protected. Nothing in these Terms of Service excludes, restricts, or modifies any rights you have under applicable consumer protection legislation that cannot be lawfully excluded.
For Australian customers: Our services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). You are entitled to a remedy (including a refund or re-performance of the service) if the service is not provided with due care and skill, is not fit for the purpose you made known to us, or is not delivered within a reasonable time. For major failures with a service, you are entitled to cancel your service contract and obtain a refund for the unused portion, or compensation for loss or damage from the failure.
For New Zealand customers: Our services are subject to the Consumer Guarantees Act 1993 (NZ). You are entitled to services that are carried out with reasonable care and skill, are fit for any particular purpose you have made known to us, and are completed within a reasonable time. Where our services fail to meet a consumer guarantee, you are entitled to have the failure remedied or, in the case of a significant failure, to cancel the contract and obtain a refund for the portion of services not received.
Governing Law
These Terms of Service are governed by the laws applicable to the jurisdiction in which the customer is located at the time of using the service:
- Australian customers – these terms are governed by the laws of New South Wales, Australia. Any dispute arising under these terms shall be subject to the exclusive jurisdiction of the courts of New South Wales, Australia.
- New Zealand customers – these terms are governed by the laws of New Zealand. Any dispute arising under these terms shall be subject to the exclusive jurisdiction of the courts of New Zealand.
In all cases, applicable Australian Commonwealth legislation (including the Australian Consumer Law) and applicable New Zealand legislation (including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986) continue to apply to the extent required by law, regardless of any other provision in these terms.
We are committed to resolving any disputes with customers in a fair, timely, and transparent manner. We encourage you to contact us directly in the first instance if you have a complaint or concern about our services.
Contact Us
If you have questions about these Terms of Service, wish to raise a complaint, or need to get in touch with us for any other reason, please contact us using any of the following methods:
We take all customer complaints and concerns seriously. Upon receiving a complaint, we will acknowledge receipt within 5 business days and aim to provide a resolution within 30 days. If we are unable to resolve your complaint to your satisfaction, you may seek assistance from the relevant consumer protection authority in your jurisdiction.
- Australia – Australian Competition and Consumer Commission (ACCC) at accc.gov.au, or the relevant state fair trading authority.
- New Zealand – Consumer Protection NZ at consumerprotection.govt.nz, or the Commerce Commission at comcom.govt.nz.
Changes to These Terms
We may update these Terms of Service from time to time. Changes may be made to reflect updates to our services, changes in applicable law, or improvements in how we communicate with our customers.
When we make changes, we will update the "Last updated" date at the top of this page. For material changes, we will take reasonable steps to draw them to your attention — for example, by displaying a notice on our website.
Your continued use of our services after the effective date of any changes constitutes your acceptance of the updated Terms of Service. We encourage you to review these terms periodically.
If you disagree with any updated terms, please discontinue use of our service and contact us if you have any outstanding matters to resolve.