FAQS

 

Let us answer some questions you may have about AO Travel

 

AO Travel 2024 Guide Book

Download the AO Travel 2024 Guidebook, proudly brought to you by AO Travel, Tennis Australia and Visit Victoria.

This resource is a helpful guide for your visit to Melbourne. From some of the best restaurants, bars and things to see and do, plus need to know information like how to use the Melbourne public transport system, this guide has everything you may need for your stay.

Download here


AO Travel Package Information 

What’s your cancellation policy? 

Please refer to Clause 4 in the Booking Terms and Conditions on our website. 

When will I receive more information about my booking and the event, in general? 

Our AO Travel Guest Experience team will be in touch during the lead up to the event as new event information is released by organisers. Itineraries to AO Travel customers will be sent in mid-December and tickets will follow shortly after. 


Ticketing 

When do tickets go on sale? 

AO tickets are currently available as part of our AO Travel packages, inclusive of accommodation through AO Travel. 

Where does my ticket allow me to go within the precinct? 

If you have a RLA ticket, you can access the entire precinct with the exception of other ticketed stadiums, from the time the gates open for the session you have purchased.  

If you have a MCA ticket, you can access the entire precinct with the exception of other ticketed stadiums, from the time the gates open for the session you have purchased.  

If you have a Ground Pass, you can access the entire precinct with the exception of ticketed stadiums, from the time the gates open for the session you have purchased. 

Please note, RLA refers to Rod Laver Arena and MCA refers to Margaret Court Arena. 

When will I get my tickets? 

Your tickets will be accessible from late-December via an AO Ticketmaster account that is linked to the email you used to book your AO Travel package. You will receive communications from AO Travel with details relating to your tickets when they are ready for download. 

Can I purchase new/additional tickets via AO Travel? 

Yes. We will happily assist you should you wish to purchase new / additional tickets to your existing order with AO Travel. Please contact [email protected] with any requests. 

Can I swap my allocated tickets? 

This is something that our team can look into for you. Please contact [email protected] with any requests. 

Can I cancel my tickets for a refund? 

Please refer to Clause 4 in the Booking Terms and Conditions on our website. 

I don’t have a smartphone. How can I access my tickets via Ticketmaster account? 

Please let us know this upon booking and our team will investigate a solution for you. 

What if my email or password is not working on my AO Ticketmaster account? 

Our ticketing team can happily assist you! We will reset your account and send through an email with your updated details to access your AO Ticketmaster account. 

I now need a wheelchair/accessible seat – how can I arrange this? 

Please advise of your requirement for wheelchair/accessible seating and we will happily assist you with your booking.

Session Tickets 

AO25 session tickets are digital tickets. Digital tickets not only contain all functional and operational requirements such as seat details, barcodes, and entry details, but also the ability to include other relevant and important information. 

Tickets will be released to you closer to the event. You will be notified by AO Travel when your tickets are ready for download via the AO Ticketmaster MyAccount platform. You will be provided with instructions on how to set your account up, and once set up, you will be able to view your tickets, download them and forward tickets onto others. 

If you experience any issues accessing your tickets, please email the AO Travel team at [email protected]

Can I buy only tickets from AO Travel? 

AO Travel sells packages that all include accommodation and tickets. 

Do AO Travel packages include flights? 

AO Travel packages to not include flights. However, we would be more than happy assist with making flight arrangements for customers. If you would like our team's assistance with flights, please get in touch via [email protected]

Is AO Travel the same as Tennis Australia? 

AO Travel is a proud partner of Tennis Australia and manage the official travel programme for the Australian Open. Tennis Australia is the governing body for Tennis in Australia and manage the end-to-end facilitation of the Australian Open. 


Hotels 

 

Hotel Pre-Authorisation 

It is standard hotel policy to take a ""pre-authorisation"" of your credit card at check-in, to ensure you have enough funds to pay any incidental charges incurred. The amount will depend on your length of stay and vary between hotels. A pre-authorisation is a validity check of your credit card. This ""blocks"" an amount reducing your credit card limit. It is NOT a transaction charge and will not appear on your statement. Depending on your credit card bank’s set up, the pre-authorisation amount should typically drop off within 1-2 weeks. 

What is the best way to get from the airport to my hotel? 

There are several options available to get you into the city.  

- Taxi  

- Uber 

- Skybus

Can I get a copy of my hotel booking confirmation? 

AO Travel is unable to provide hotel confirmation numbers for individual bookings until a couple of weeks out from the check-in date. The reason for this being that the rooms are held under a group booking and are not allocated to individual customers until closer to the arrival date. Once you have booked with us, your room is secured. 

Can I add an extra night to by hotel booking? 

Yes you can. The AO Travel team will happily assist you with this request, please get in touch via [email protected].

I've booked additional nights with the hotel myself. Can I have the bookings linked? 

Yes - if the room type is the same. Please send our team at [email protected] the booking confirmation that the hotel has provided you and we will add this to our accommodation notes. When we share our rooming list with the hotel, staff will see that the two bookings align and keep you in the same room, to avoid any mid-stay movements. 

Can I leave a day earlier/arrive a day later from my hotel? 

Yes. However, we will not be able to secure a refund for the reduction in number of nights with the hotel. 

Can I check in earlier that the hotel’s check in time? 

Yes. If your room is not available, the hotel can store your luggage and they will advise you when your room is ready. 

Can I check out later than the hotel’s check out time? 

You will need to request this directly with the hotel who will advise you if they can support your request. 

Can I park my car at the hotel? 

If you wish to add hotel car parking to your booking, please let us know. We will liaise with the hotel and request costs and availability. 

Can I accrue hotel loyalty point with my booking? 

All bookings via AO Travel do not accrue hotel loyalty points. 


Premium Experiences

 

Premium Experience - NON-DINING

Premium Experience tickets will be available through the AO My Ticketmaster platform on desktop or mobile. You will need to log in to the Tennis Australia Ticketmaster sign-in page to access these tickets.  

Please note: The AO Travel team will let you know when these are available in your account as this may not be the same time as your match tickets.  

Premium Experience – DINING  

Tickets are not required for dining packages. All bookings for Premium Experience restaurants are reserved under the booking name. Please simply state the booking name when you arrive at the venue for your booking time.  

What time is my dining experience? 

Dining experience timings will be confirmed closer to the tournament. This information will be included in your final itinerary. 

What does my Atrium Access PX give me? 

This gives you access to the Atrium with two drinks per ticket included per person. For this PX you will receive a digital ticket in your Ticketmaster account.   

Can I add in a new dining experience? 

Dining experiences have limited availability. We can certainly book you in where there is space, but please note that due to demand the closer to the tournament, less spaces are available. 

How do I purchase an AO25 program? 

You can purchase AO programs at AO during the tournament. 

My package includes merchandise. When will I receive this? 

AO Travel will arrange to get your merchandise pack to you upon your arrival in Melbourne. More details to come. 


General Event Information 

 

AO25 TICKET CONDITIONS OF SALE & ENTRY 

Please read and comply with the Tennis Australia AO25 Conditions of Sale and Entry which can be found here

Arrival 

Please visit the AO website for information on precinct entry points and transport options.

How long is a tennis match? 

Tennis matches vary greatly in length and can take anywhere from an hour to three or four hours. Men’s singles matches are best of five sets and women’s singles matches are best of three sets. 

How many matches will be played on Rod Laver Arena and Margaret Court Arena? 

The schedule for each day’s matches is posted on ausopen.com the night before. Traditionally, day sessions feature two – three matches on Rod Laver Arena and two - three matches on Margaret Court Arena.

During the evening there are typically two matches played. This is subject to both weather and schedule changes. Ultimately, the number of matches played is determined by the Tournament Referee and is subject to change at any time. 

What time can I enter the precinct? 

Gate Opening Times – *Subject to change 

These will be confirmed closer to the tournament. 

Where can I find the tournament schedule? 

For a complete list of session times for Rod Laver Arena, Margaret Court Arena, John Cain Arena, and the Outside Courts, please review the Official Tournament Schedule here. 

I want to see my favourite player. When are they playing? 

The Australian Open is an elimination event. Tickets are sold to sessions of the AO25, not to particular matches. It is not possible to purchase tickets in advance to see a specific player. Due to the nature of the event, the schedule for each day is announced the night prior. Schedules and orders of play are posted on ausopen.com. Please note, the schedule and order of play are subject to change at any time. Tennis is an unpredictable sport and unavoidable events can occur; it all adds to the thrill and suspense of the Australian Open! 

Are pass outs available? 

Yes, they are – the staff at entry/exit points will be able to assist you with this process. 

Is public transport free? 

For selected trams, yes. AO patrons can enjoy free tram travel on the day of their attendance on route 70 and route 70a trams between stop D6-Flinders Street West and stop 7C MCG 4-7/John Cain Arena. More information will be released closer to the tournament.

What can I bring on site?

You can bring the following on site - a) small bags, including handbags; b) non-alcoholic beverages or drink bottles in plastic; c) food, in permissible packaging, including baby food; d) plastic or paper cutlery only; e) deodorant and perfume; f) medicine; g) selfie sticks; and h) umbrellas. Please see page 7 of the AO2024 Terms and Conditions here.