Using QAC to self-service my customers


Qantas Agency Connect is your destination for all agency support requirements. The Qantas Agency Connect online portal provides agents with the tools to self-service your customer's booking at anytime. 

We’ve collated the top reasons why you contact our dedicated Qantas Agency Connect team. We've summarised the information below to help you self-service your customers online via the Qantas Agency Connect site.

Schedule Change

There are various options avaible for your customer who has been affected by a Schedule Change, which is a UN/TK flight. It may be an individual flight that has been affected by the Schedule Change or it could be certain flights across the network due to extraordinary circumstances which is covered by a Commercial Policy.


Commercial Policy
Qantas releases a Commercial Policy when extraordinary circumstances arise that have the potential to impact our customers’ travel plans outside of their control. These may include weather events and natural disasters. Commercial Policies provide authorities to allow you to self manage your customers booking.

Qantas and Other Airline Schedule Change policy
This policy outlines options for managing and servicing your customer’s booking for Qantas and other airline tickets. Please read this policy before you reaccommodate your passenger and prior to completing the Schedule Change service request.

Servicing a Schedule Change booking
If you or Qantas has reaccommodated your customer to a suitable flight and the schedule change was not part of a Commercial Policy , you can obtain an authority to reissue, hold in credit or refund through our Schedule Change service request.


Reissuing your customers ticket

Our Domestic and International Ticket Reissue policies as well as our Commercial Policy for Ticket Credit for Multiple Bookings, will assist in servicing and reissuing your customers booking.

Domestic Ticket Reissue policy

The Domestic Ticket Reissue policy will assist you with reissuing your customers ticket in conjuction with the rule of the Australian domestic fare being changed.


International Ticket Reissue policy
The International Reissue Policy applies the rules of the ticketed international fare being changed and the conditions of the new fare. This will assit you in reissuing your customers international ticket.


Commercial policy for Ticket Credits for Multiple Bookings for Qantas Customers Impacted by Coronavirus
If your customer would like to use their valid International or Domestic 081 ticket credit for multiple bookings, this policy will provide the conditions and authority number.  Tickets held in credit that were issued on/before 30 September 2021 for travel to be completed by  31 December 2023.

Ticket Request
Qantas Agency Connect will assist in reissuing your customers ticket when it is an involuntary reissue due to a Qantas schedule change, that  cannot be reissued in-house. As well as when a coupon status for a Qantas flight has not updated to flown and travel is imminent. All other reissues will incur a fee.

Fare Enquires

The Qantas Agency Connect site has Australian Domestic and International clue cards to be used in conjection with the fare rules, to assist you with your customers fare enquires.

Domestic Clue Card

The Domestic Clue Cards can be used a guide for domestic fare structures.

International Clue Cards
The International Clue Cards can be used as a guide for International fare structures to assist with your fare enquiry.

Fare Quote or Reassesment

The Qantas Agency Connect Team will provide you with a fare quote or reassesment which will be added to your customers booking.

Waiver Requests

When your customers booking requires an authority that is not part of a Commercial Policy, you can use this service to request a fare rule waiver for:

  • Change fee.
  • Ticketing time limit (fare is currently available for sale, however ticketing deadline has passed).
  • Expired fare (fare is no longer available for sale).
  • Ticket validity.

Once this has been submitted the Qantas Agency Connect team will review your request.

Qantas Ticket Validity
The Qantas Agency Connect site provides you with a number of policies to assist with your customers booking. The Qantas Ticket Validity policy is just one of many policies to help service your customers booking.

Fare Rule Waiver
Request a fare rule waiver for change fee, ticketing time limit, expired fare or ticket validity