Commercial Policy for Customers Impacted by Cancellation of Qantas Operated Services between Sydney and San Francisco

Commercial Policy|Published 20 September 2022

This policy applies to Qantas customers affected by cancellation of Qantas flights between Sydney and San Francisco.

The following commercial policy is available to customers holding a valid 081 ticket for flights QF73/74 issued on/before 2 September 2022 for travel between 30 October 2022 and 26 March 2023.

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

Customer options:

Option Permitted actions Ticket Reissue Conditions
1. Rebook
  • Rebook to Qantas Airways operated flight between Australia
    and LAX connecting with QF*/AA or QF*/AS flights to/from
    LAX/SFO. Where QF* is not available then the LAX/SFO vv.
    sector may be rebooked on AA or AS prime flight numbers.
  • Customers travelling to/from other points via SFO can be
    rebooked onto QF*/AA or QF*/AS via LAX. Where QF* is not
    available then the sector may be rebooked on AA or AS
    prime flight numbers.
  • Customers travelling in the business cabin, can be rebooked
    into the first cabin on AA or AS operated domestic sectors.
    Fare classes for AA/AS first cabin are:
    - J/C/D/I on QF*AA, QF*/AS or AS prime
    - C/J/R/D/I on AA prime.
  • 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 next available Qantas
    operated flight in a lower cabin and offered a partial refund
    if applicable.
  • Reissue with authority 499345 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 499345 in
    endorsement box
  • Change fee 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
    BSP Link with reference to the Authority
    number 499346 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.