Commercial Policy for Qantas Customers Affected by Honolulu Cancellations

Commercial Policy|Published 18 January 2022

This policy applies to customers impacted by SYD/HNL and HNL/SYD flight cancellations, for tickets issued on or before 15 January 2022 for travel between the 31 January 2022 and 26 March 2022.

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

Option	Permitted actions	Ticket Reissue Conditions
1. Rebook to QF or JQ	Rebook to the next available Qantas or Jetstar operated flight Book same class, if possible, otherwise lowest available class in the same cabin. Where a cabin is no longer available, customers can be accommodated / rebooked on the next available Qantas operated flight ina lower cabin and offered a partial refund if applicable.	Reissue with authority 798568 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. Rebook to Hawaiian Airlines (HA) FAQs	Rebook to the next available Hawaiian Airlines operated flight Bookings in Economy cabin to be made in lowest available class with the following order L, then G, I, N, B; Bookings in Business cabin to be made in lowest available class with the following order A, then P. Wait-listing and standby are not permitted.	All tickets must be reissued by Qantas or by the issuing Travel Agent with authority 798568 and QF PROTECT in the endorsement box All customers rebooked to HA must include the following OSI elements: - OSI HA QF PROTECT - OSI HA CTCH or CTCT (and relevant contact number) 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 798568 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 BSP Link with reference to the Authority number 798568 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 must be cancelled by Qantas and UN message generated to your GDS booking
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:

Frequent flyer bookings cannot be held in credit. They can be changed or refunded. This must be done via Contact Centres. Qantas Points Plus Pay bookings take on commercialfare rules unless they are booked in redemption classes.