Passenger Contact Tracing

Domestic passenger contact information requirements

Health authorities have advised that collecting details for every passenger, as a matter of routine, will help mitigate COVID-19 community transmission from airline passenger movements across domestic borders and aid recovery for the domestic aviation sector and the economy more broadly. Routine and consistent data collection will also contribute to the measures already implemented to build confidence amongst passengers and jurisdictions in the reopening of borders to interstate travel.

The Australian Government has recently announced that all Australian Domestic airlines are to collect the following four data fields for each passenger on a mandatory basis: 

  • Passenger name;

  • Mobile phone number;

  • Email address; and

  • Postcode of residence.

 This data is to be collected through the following special service request (SSR) fields in the Passenger Name Record (PNR):

  • CTCE – Email address;

  • CTCM – Mobile phone number; and

  • DOCA-R – Post code of residence.

To assist all Travel Agents collecting this information, Qantas has commenced sending a message via the GDS if any of these details are missing or identified as being possibly incorrect.

The mobile number and email address will also be used to assist Qantas to contact customers if there is a flight cancellation, schedule change or a disruption within the operational window in accordance with IATA resolution 830D

General Information

My customer does not have a mobile phone number.  Can I put into their booking their home phone number?

To speed up the contact tracing process, a mobile phone number is preferred however, in the case a passenger does not have one, home contact is acceptable. Qantas will prompt for a mobile number through a message to you in case it has been omitted in error. 

Back to top

Does this information need to be provided on Group Bookings and Charters?

As these types of bookings are more complex, Qantas is working with the Australian Government whether this information needs to be provided. Once we have further information we will be sure to communicate this to you.

Back to top

When will my customer be contacted?

The Australian Government will contact Qantas directly if there is a need to contact passengers onboard an aircraft. Qantas will assist with providing flight manifests and contact information provided at the time of booking. Qantas will provide this information to the Australian Government securely and to be used by their designated contact tracing teams. Passengers can be contacted by the Australian Government up to 8 weeks after travel has been completed. Customers will also be contacted if there is a cancellation, schedule change or a disruption within the operational window in accordance with IATA resolution 830D.

Back to top

How will my customer be contacted?

In most cases, the need to contact passengers is of an urgent nature, the Australian Government will contact passengers using any and all forms of contact information provided.

Back to top

GDS Entries for Customer Contact Details

The GDS entries required for this information to be entered into each booking are outlined below.  For any further information on GDS entries, please contact your GDS provider.


Mobile: 3CTCM/614022345234-1.1
Postcode: 3DOCA/R/AU/2557-1.1


Mobile: SI.SSRCTCM QFHK1/614022345234
Postcode: SI.P1/SSRDOCAQFHK1/R/AU//NSW//2557


Mobile: SRCTCM-614022345234
Postcode: SR DOCA QF HK1-R-AUS-2557


Mobile: SSR CTCM SK HK1 614022345234/P1 
Postcode: SSR DOCA QF HK1 R/AU//SYDNEY/NSW/2557/P1

For additional support, please refer to your GDS Help Pages or contact your GDS Help Desk.

Optional language identifier may be included, e.g. AU, FR, ES, DE, IT
// represents the @ (at sign) if required for an email address
.. represents the _ (underscore) if required an email address
./ is represents the – (hyphen) if required for an email address