Qantas Fly Well Program

Latest News|Published 4 August 2020

To help improve flexibility for our mutual customers, Qantas and Jetstar are introducing more flexibility.

Fly Well Program Fly Well Program

International flight extension

Further flexibility has been introduced for international bookings (excluding Trans-Tasman). Customers with an existing Qantas or Jetstar international flight booking, for travel between 1 August and 31 October 2020, who wish to change their plans, can cancel their booking and retain the full value as a flight credit. Flight credits must be requested by 30 June 2020 and are valid for booking and travel across domestic and international services by 31 December 2021. Jetstar credit vouchers allow up to two years to travel from issue date. Customers will have to cover any fare increase (if relevant) for the new booking.

If a flight is cancelled by us, customers will be rebooked on the next available flight at no additional cost. Alternatively, customers can choose a flight credit or a refund. Please refer to this  Commercial Policy regarding the change fee waiver for Qantas International (excluding Trans-Tasman).

The ‘Qantas Fly Well Program’

In Australia, Qantas and Jetstar will roll out a series of wellbeing improvements to give peace-of-mind in preparation for Australian domestic travel restrictions easing.

The ‘Qantas Fly Well Program’ brings together a number of temporary measures already in use by the Qantas Group, representing a combination of best-practice medical advice and feedback from customers.

For Australia domestic travel from 12 June, the key measures that will be rolled out at each point of the journey will be:

Pre-flight
  • Information sent to all customers before they fly, so they know what to expect.

  • Contactless check-in (via online/app) and self-serve bag drop strongly encouraged, including use of Q Bag Tags when travelling within Australia.

  • Hand sanitising stations at departure gates.

  • Temporary changes to Qantas Lounges, including increased physical distancing, hand sanitising stations, enhanced disinfection of surfaces and adjustments to food and drink service.  From July 1, Qantas started the reopening of domestic and regional lounges around the country following the easing of travel and venue capacity restrictions. Find out more here

  • Working with airports on other safeguards in the terminal, including regular disinfection of security screening points and installing hygiene screens at airline customer service desks, wherever practical.

Onboard
  • Masks are provided to customers on all flights as part of our Fly Well initiative, they are recommended to be worn in the interests of everyone’s peace-of-mind.
  • All customers and crew on flights to and from Melbourne will be required to wear masks onboard from Thursday 23 July 2020.
  • Enhanced cleaning of aircraft with a disinfectant effective against Coronaviruses, with a focus on high contact areas – seats, seatbelts, overhead lockers, air vents and toilets.

  • Sanitising wipes given to all passengers to wipe down seat belts, trays and armrests themselves, if preferred.

  • Simplified service and catering to minimise touchpoints for crew and passengers.

  • Passengers asked to limit movement around cabin, once seated.

  • Sequenced boarding and disembarkation to minimise crowding.

In addition, the air conditioning systems of all Qantas and Jetstar aircraft are already fitted with hospital-grade HEPA filters, which remove 99.9% of all particles including viruses. Air inside the cabin is refreshed on average every five minutes during flight.

Wearing face masks

Flights to, from and within Victoria

It's mandatory for your customers to wear face masks if they’re flying to, from or within Victoria. 

Their face mask needs to cover their mouth and nose and must be worn unless they're under 12 years of age or have a medical condition.

When travelling from or within Victoria, your customer will need to wear their mask as soon as they enter the airport and also inflight. When travelling to Victoria, they'll need to wear their mask during boarding and inflight.

Ensure you’re aware of any government requirements that apply while in Victoria, including wearing face masks and coverings.

All other flights

We strongly recommend your customer wears a face mask throughout their upcoming flight. Face masks and sanitising wipes are included in their Fly Well pack which is collected at the boarding gate, and they can bring their own mask to wear if they prefer.

All airline employees are required to follow strict personal hygiene protocols, for the benefit of themselves and others.

Customers are advised to defer their travel plans if they are displaying cold and flu symptoms. For bookings impacted due to a customer feeling unwell, visit Commercial policy for unwell customers.

Visit  Qantas and Jetstar  websites for further detail about the ‘Qantas Fly Well Program’. 

Frequently Asked Questions here.

Fact sheet available  here.

Fly Well information for travellers available here.