Commercial Policy for Qantas Passengers Impacted by Changes to South African Airways Domestic Services

Commercial Policy|Published 12 February 2020

The following options are available to Qantas customers holding a valid 081 ticket issued on/before 7 February 2020 for travel on/after 1 March 2020 on South African Airways operated flights in domestic South Africa.

General Information

Conditions

  • All changes must be made prior to the original ticketed departure.
  • New travel dates must be within ticket validity.
  • 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.
  • Customers are permitted to make changes as outlined in this policy. Any subsequent changes made after the ticket is reissued will be subject to the rules and conditions of the original ticketed fare purchased.

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Customers with unticketed bookings

For unticketed bookings, alternate flights/routings can be rebooked subject to availability and tickets issued in accordance with fare conditions.

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Customers on Frequent Flyer Reward Tickets

Qantas Points Plus Pay and Qantas & Partner Classic Flight Rewards tickets: Customers are entitled to the same options and conditions as listed above.

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Your Customer's Ticket

All flight changes need to be actioned (reissued or revalidated) prior to travel, regardless of which airline the ticket is validated to.

Qantas (081) Issued Ticket

1) Customers travelling on South African Airways between Johannesburg and Cape Town (CPT), Durban (DUR) and Port Elizabeth (PLZ) may, without a fee:

  • Rebook to an alternative Comair flight (British Airways flight number) connecting to Qantas operated flights to/from Johannesburg for travel +/- one day (1 day) from the original booking date.
    If the same booking class is not available, the lowest booking class within the same cabin may be booked. If the new fare is of a higher value than the existing ticketed fare, no adcol is to be collected from the customer.

Or

  • Rebook to an alternative South African Airways flight operated by South African Airways connecting to Qantas operated flights to/from Johannesburg for travel +/- one day (1 day) from the original booking date.
    Book W class when available, then S class on SA300 series flights.
    Note: South African Airways flights operated by Mango Airlines (JE) SA2000 series flights are not permitted.

2) Customers travelling on South African Airways between Johannesburg and Bloemfontein (BFN), Hoedspruit (HDS) and Kimberley (KIM) between 1 March 2020 and 10 June 2020 may, without a fee:

  • Rebook to an alternative South African Airways flight operated by Airlink (SA8000 series flights) connecting to Qantas operated flights to/from Johannesburg for travel +/- one day (1 day) from the original booking date.
    Book Q class when available, then M class when available, then B class on SA8000 series flights.

3) All customers may:

  • Rebook to an alternative Qantas Airways flight between Sydney and Johannesburg (vice versa) for travel +/- one day (1 day) from the original booking date.
    If the same booking class is not available, the lowest booking class within the same cabin may be booked. If the new fare is of a higher value than the existing ticketed fare, no adcol is to be collected from the customer.
  • Retain the value of ticket in credit.
    Customers may retain the value of ticket in credit for future travel within 12 months from the original ticketed date of departure. 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.
  • 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. Customers who have not commenced their journey are entitled to a full refund.

Ticket Information

For customers holding a Qantas (081) issued ticket:

Rebook

  • The agent can reissue the ticket in-house if validated to Qantas (081).
  • Additional fare, ticket taxes and change fees associated to the ticket do not apply.
  • All details of the original ticket to be shown on the new ticket including fare basis and fare calculation.
  • Authority number 611527 must be entered into the tour code box to avoid ADM.
  • If there is no change to routing/booking class the ticket can be revalidated.

Credit

  • The Agent can reissue the ticket in-house if validated to Qantas (081).
  • Additional fare and ticket taxes may apply subject to assessment of the new journey.
  • If the new fare is of a higher value than the existing ticketed fare, the fare difference is payable by the passenger. Applicable ticket taxes apply.
  • Authority number 611527 must be entered into the tour code box to waive the fee for voluntary changes and avoid ADM.

Refunds

  • Any refund fees will be waived for tickets issued in accordance with this policy.
  • This excludes fees imposed by suppliers or third parties.
  • To request a refund, return the ticket to the original point of purchase.
  • Travel Agents can submit a Refund Application via BSP Link with reference to the Authority number 611527 to waive any refund fees, no later than 3 months from the date of this policy.