Commercial Policy for Customers impacted by cancellation of Qantas operated services between Sydney/Melbourne and Hong Kong

Commercial Policy|Published 19 September 2022

This policy is for providing information on managing customers that are impacted by Qantas cancellations of services between Sydney/Melbourne and Hong Kong.

The following commercial policy is available to customers holding a valid 081 ticket for flights QF127/QF128 and QF29/QF30 issued on/before 9 September 2022 for travel between 30 October 2022 and 29 January 2023.

Options for customers holding a Qantas (081) issued ticket:

Customer options:

Option Permitted actions Ticket Reissue Conditions
1. Refund
  • Customers are entitled to a refund.
  • Customers who have commenced their journey are entitled to a refund of the impacted sector/s.
  • Refund Applications can be submitted via BSP Link with reference to the Authority number 499346 to waive any refund fees
  • Refund fee does not apply
  • To request a refund, return the ticket to the original point of purchase
2. Credit
  • Retain the value of the ticket in credit.
  • New travel dates must be within ticket validity.
  • Reissue with authority 499346 in endorsement box
  • Change fee does not apply
  • Additional fare/taxes do apply.
  • If the new fare is of a higher value than the existing ticketed fare, the fare difference is payable by the customer. Applicable ticket surcharges, fees and taxes may apply.
3. Rebook
  • Rebook to Qantas Airways operated flight between Australia and SIN/MNL/CGK connecting with CX flights between SIN/MNL/CGK and HKG within +/- 3 days. Rebook to the same booking class within the same cabin on both QF operated flight and the connecting CX flight.
  • If the same booking class is not available, the lowest booking class within the same cabin may be booked.
  • Where a cabin is no longer available, customers can be accommodated / rebooked on the next available Qantas operated flight in a lower cabin and offered a partial refund if applicable.
  • Reissue with authority 499346 in endorsement box
  • Change fee does not apply
  • Additional fare/taxes do not apply.
  • All details of the original ticket including fare basis and fare calculation to be shown on the new ticket.

Further conditions:

  • Flights no longer required must be cancelled prior to scheduled departure.
  • All Qantas flight changes need to be actioned (reissued or revalidated) prior to travel
  • Qantas will not be responsible for paying any other costs or expenses such as hotel or other ground operator fees arising due to events beyond our control, unless required by applicable laws. 
  • All other rules and conditions of the ticket remain unchanged. 
  • Once a ticket has been reissued using this authority, subsequent changes are subject to fare rules and conditions (unless covered by this or another commercial policy).

For customers with unticketed bookings:

For unticketed bookings, alternate flights/routings can be rebooked subject to availability and tickets issued in accordance with fare conditions.

For customers on Frequent Flyer Award Tickets:

Qantas Points Plus Pay bookings are entitled to the same options and conditions as listed above.

Qantas Classic Flight Reward tickets cannot be retained in credit. They can be changed or refunded. This must be done via Contact Centres.