Qantas and Other Airline Schedule Change Policy

A schedule change is an involuntary change to a flight more than 72 hours prior to flight departure. A disruption is an involuntary change inside 72 hours. For further information please refer to our Schedule Change and Disruption Handling Guide.

This policy outlines options for managing and servicing your customer’s booking for Qantas and other airline tickets. 

How do I obtain an authority number?

Manage and service your customer’s schedule change online. We’ll guide you through the options for rebooking, revalidation or reissue and provide you with a unique authority for reissue, ticketing credit or refund. 

Follow our interactive Schedule change process to service your customer’s booking. 

If your customer’s flight has not been re-accommodated or the re-accommodated flights are not acceptable you can use this policy to manage and service your customer’s booking.  

Qantas Schedule Change Policy

General Information

This policy allows you to manage and service your customers who have been affected by a Qantas international or domestic schedule change.

When an itinerary is impacted by a schedule change on a Qantas (QF) flight number you will receive notification through an SSR/RM remark in your GDS schedule change queue.

Once a schedule change has been accepted and the ticket has been  reissued, further changes will be considered voluntary and any additional fare, taxes and fees will be applied.

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Process for Qantas Tickets (081)

Reaccommodating your Customer

Follow this policy if the Qantas schedule change causes a misconnection or is unacceptable for your customer.

The steps below need to be applied in the following order: 

  1. Qantas (QF) flights can be rebooked to an alternative QF flight or connecting QF flights. 
    Example: MEL QF LAX changed to MEL QF SYD QF LAX
  2. If the QF schedule change causes a misconnection, the connecting flight on another airline can be rebooked to an alternative connecting flight on the same airline
  3. If the connecting flight is not available on the original airline you can rebook to an alternative connecting flight operated by a oneworld airline as per the oneworld airline table below
  4. If none of the above steps are acceptable, you can reroute your customer in accordance with the ticketed fare rules and route map. 
    Example: SYD QF DFW changed to SYD QF LAX AA DFW

New Flights Must:

  • Be on the same day or a day either side of the ticketed flights
  • Be in the same class as originally ticketed EXCEPT Qantas airline flights which can be rebooked to the lowest available class in the same cabin IF the original ticketed class is not available

oneworld Airline Table

The oneworld airline table shows the airlines permitted to be rebooked for misconnections within each region: 

Africa BA, QF
Asia CX, JL, KA, MH, NU, UL
Europe  AY, BA, HG, IB, QF, QR, S7
Middle East  QR, RJ
North America AA, QF
South America  JJ, LA, XL, 4M 

These airlines are not permitted for travel on long-haul sectors where Qantas was the ticketed airline. Example: SYD QF LAX QF NYC

Connecting Flights

When you have a schedule change on a connecting flight it must be on the same Qantas (081) ticket for you to apply the Qantas Schedule Change Policy. This policy does not apply to connecting flights held on a separate ticket.

Where a schedule change occurs on a booking with connecting flights that are married, the flights will be ‘divorced’ enabling you to rebook alternative flights as required. Once you have rebooked your customer, the flights will be married again.

If a schedule change to a Qantas flight operated by Emirates (EK) results in a misconnection, Emirates will reaccommodate the connecting flight manually. This may take up to 72 hours to be seen in your GDS.

Ticketing and Refunds

All tickets impacted by a Qantas schedule change must be actioned, either revalidated or re-issued prior to travel. 

Revalidation

For Qantas operated and marketed flights, you can revalidate the ticket providing the airline designator, itinerary and booking class has not changed.

Reissue is required in all other cases, including all tickets containing interline and codeshare flights.

Reissue

Your customer’s ticket can be reissued as follows:

  • Ticket to be reissued with no additional collection or refund to fare, surcharges and ticket taxes
  • No change fee is to be applied to the reissue  
  • All details of the original ticket to be shown on the new ticket including fare basis and fare calculation 
  • Any existing data in the tour code box is to be retained
  • Enter the authority number in the ticket endorsement

Ticket in Credit

Your customer’s ticket can be held in credit for future travel. Additional fare, surcharges and ticket taxes may apply.

Authority

Follow our interactive Schedule change process to obtain an authority number.

Before Travel

Qantas recommends you provide your customer with:

  • the latest ticket and itinerary
  • a copy of the booking showing the names and flights

Refunds

If your customer does not want to hold their ticket in credit for future travel, you can request a refund of the Qantas (081) ticket when the schedule change is unacceptable. 

For tickets that have a cancellation fee, follow our interactive Schedule change process to obtain an authority number then process the refund through BSPlink as a manual refund request. 

If your customer’s ticket is fully refundable, no authority is required and you should refund the ticket though your GDS.

Process for Other Airline Tickets (non 081)

Reaccommodating your Customer

For Qantas schedule changes on bookings issued on another airline’s ticket (non 081), if the new or changed flight is not acceptable or causes a misconnection to the ticketed stopover point or destination this policy applies:

  • Qantas (QF) flights can be rebooked to an alternative QF flight or connecting flight

New Flights Must:

  • Be on the same day or a day either side of the original ticketed flights
  • Be in the same booking class as originally ticketed

Reissue

Please refer to the ticketed airline’s schedule change policy for ticket reissue.

Refunds

Please refer to the other airline’s schedule change policy for refund information.

Other Airline Schedule Change Policy

General Information

This policy allows you to manage and service your customers who have been affected by a schedule change to another airline’s flight. The other airline is determined by the airline code that precedes the flight number.

You will receive notification via a SSR/RM remark in the GDS schedule change queue whenever an itinerary is impacted by a schedule change.

If an Emirates (EK) schedule change results in a misconnection, Emirates will reaccommodate the connecting Emirates flight manually. This may take up to 72 hours to be seen in your GDS.

Where a schedule change has been accepted and the ticket reissued, further changes will be considered voluntary and any additional fare, taxes and fees are to be applied.

Process for Qantas Tickets (081)

There are two processes within this policy. Please ensure you apply the correct schedule change process based on the type of fare issued. Please see definitions for further information regarding the fare used.

Process for Qantas Tickets (081) using Qantas Through Fares

This policy can be applied without reference or authority from the Qantas Agency Connect Team or Qantas Contact Centres.

If the new or changed flight is not acceptable or causes a misconnection to the ticketed stopover point or destination this policy applies. 

Rebooking Options

Qantas permits the following:

  1. Rebook the other airline’s affected flight to an alternative flight operated by the same airline
  2. Rebook the other airline’s affected flight to another airline’s flight in accordance with the ticketed Qantas fare rule and route map in the applicable class of travel
  3. Rebook to an alternative Qantas connecting flight
  4. Reroute through an alternative Qantas gateway city as per the applicable fare rule and route map
    Example:  SYD QF LAX AA MIA changed to SYD QF DFW AA MIA

New Flights Must:

  • Be on the same day or a day either side of the ticketed flights 
  • Maintain the origin and destination of the ticket
  • Be in the same class as originally ticketed EXCEPT Qantas airline flights which can be rebooked to the lowest available class in the same cabin IF the original ticketed class is not available

Reissue

All tickets impacted by other airline schedule changes must be reissued prior to travel.

Your customer’s ticket can be reissued as follows:

  • With no additional collection or refund to fare, surcharges and ticket taxes
  • No change fee is to be applied to the reissue
  • All details of the original ticket to be shown on the new ticket including fare basis and fare calculation 
  • Any existing data in the tour code box is to be retained
  • Enter the authority number in the ticket endorsement

Always check with the other airline to ensure the reissued ticket number has generated.

Ticket in Credit

Your customer’s ticket can be held in credit for future travel. Additional fare, surcharges and ticket taxes may apply.

Authority

Follow our interactive Schedule change process to obtain an authority number. 

Before Travel

Qantas recommends you provide your customer with:

  • The latest ticket and itinerary 
  • A copy of the booking showing the names and flights

Refunds

If your customer does not want to hold their ticket in credit for future travel, you can request a refund of the Qantas (081) ticket when the schedule change is unacceptable.

For tickets that have a cancellation fee, follow our interactive Schedule change process to obtain an authority number then process the refund through BSPlink as a manual refund request. 

If your customer’s ticket is fully refundable, no authority is required and you should refund the ticket though your GDS.

Process for Qantas Tickets (081) for End on End Fares and Combination Fares

This policy can be applied without reference or authority from the Qantas Agency Connect Team or Contact Centres.

This policy can be applied when a ticket has been issued using a combination of Qantas and other airline fares when a schedule change has occurred on the other airlines flight. 

End on End Fares

Qantas provides through fares to most destinations and recommends the use of through fares where available. 

If there is a schedule change on another airline’s end on end fare, you should always contact the other airline for alternative flight options. 

When the affected flight has been rebooked, please contact the Qantas Agency Connect Team on 13 17 11 for an authority to reissue your customer's ticket.

If the alternative flight option results in a misconnection or an unacceptable alternative to the passenger, the new or changed flight can be cancelled prior to departure and the unused coupons can be submitted for a manual refund once travel is completed.

If due to the schedule change, the other airline coupon is not to be used, travel on the remaining coupons can still be completed on the ticket. 

There is no requirement to contact the Qantas Agency Connect Team to suspend the unused other airline’s coupon on the ticket or to obtain authority for the other airline’s coupon to remain unused. 

Refunds

Refund requests can be processed through BSPlink as a manual refund request. The refund application must:

  • Include proof of the cancellation/schedule change
  • Be requested on the original ticket, the ticket cannot be reissued
  • Provide a justification as to why the schedule change is unacceptable to your customer

Combination Fares

If you have issued a ticket using a combination fare and there is a schedule change to the other airline’s flight, contact the other airline for alternative flight options.

Refunds

If your customer does not want to hold their ticket in credit for future travel, you can request a refund of the Qantas (081) ticket when the schedule change is unacceptable.

Follow our interactive Schedule change process to obtain an authority number then process the refund through BSPlink as a manual refund request.

Process for Other Airline Tickets (non 081)

For tickets issued by another airline (non 081) that are affected by another airline’s schedule change, please contact the validating airline for options.

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Definitions

Other Airline means an airline other than Qantas Airways.
 

Qantas Through Fare
A through fare is a fare to a destination reached by travelling through a gateway city using one fare basis only and is issued on one ticket.
E.g. SYD QF LAX AA LAS issued as IZX5A for entire journey SYD-LAX-LAS IZX5A
 

End on End Fare
An end on end fare is a domestic fare combined with an international fare on an end on end basis
E.g. SYD QF LAX AA LAS – issued as SYD-LAX ILXUS and LAX-LAS QA21ZNJ3
 

Combination Fare
A combination fare is where two international fares on different airlines have been combined on a half return basis. 
E.g. SYD QF SIN QF LON – issued as SYD-LON SHXQF (Qantas) and LON EK DXB EK SYD issued as LON-SYD LHXVPAU1 (Emirates)