Commercial Policy for Customers affected by aircraft change between Sydney/Melbourne and Los Angeles

Commercial Policy|Published 13 October 2022

This policy applies to Qantas customers affected by the aircraft change from an A380 to 787 on some travel dates between Sydney/Melbourne and Los Angeles. Flight numbers are QF11/12 and QF93/94.

The following commercial policy is available to customers holding a valid 081 ticket issued on/before 12 October 2022 for travel between 31 August 2022 and 26 March 2023.

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

Customer options:

Option Permitted actions Ticket Reissue Conditions
1. Rebook
  • When the booked cabin becomes unavailable due to the aircraft downgrade, rebook on the next available Qantas Airways operated flight in the same cabin.
  • 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 same flight in a lower cabin and offered a partial refund if applicable.
  • Reissue with authority 499347 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.
2. Credit
  • Retain the value of the ticket in credit.
  • New travel dates must be within ticket validity.

 
  • Reissue with authority 499347 in endorsement box.
  • Change fees 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. Refund
  •  If the above alternative options are not suitable, 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 BSPLink or ARC with reference to the Authority. number 499347 to waive any refund fees.
  • Refund fee does not apply.
  • To request a refund, return the ticket to the original point of purchase.

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.