Qantas Passengers Affected by Withdrawal of Emirates Singapore-Brisbane Service

Commercial Policy|Published 29 November 2019

From 30 March 2020, Emirates will cease operating services between Singapore and Brisbane (vice versa). The following options are available to Qantas customers holding a valid (081) ticket issued on or before 14 November 2019 booked on Emirates operated services between Singapore and Brisbane for travel on or after 30 March 2020.

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.
  • Any alternative services and routings other than those listed in this commercial policy will be subject to new fare calculations.

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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: Passengers 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

Passengers may, without a fee:

Rebook to Qantas operated services between Brisbane and Singapore (QF51/52) for travel +/- one (1) day from original booking

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 passenger.

Rebook to an alternative Qantas marketed service between Singapore and Phuket, Bangkok, Kuala Lumpur or Siem Reap:

Flight Rebooking Options
Sector Flight Number
Singapore – Phuket QF5337
Singapore – Bangkok QF5313
Singapore – Kuala Lumpur QF5187
Singapore – Siem Reap QF5307

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 passenger.

Passengers booked in First Class may reroute to travel via Melbourne:

Passengers can travel on Qantas operated services between Brisbane and Melbourne only and on Emirates operated flights (EK405/404 only) between Melbourne and Singapore.

Retain the value of the ticket in credit

Retain the value of the 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 passenger. Applicable ticket surcharges, fees and taxes may apply.

Refund

If the above alternative options are not suitable, passengers are entitled to a refund. Passengers who have commenced their journey are entitled to a refund of the impacted sector/s. Passengers who have not commenced their journey are entitled to a full refund.

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Ticket Information

For customers holding a Qantas (081) issued ticket:

Rebook/Reroute Travel

  • The agent can reissue the ticket in-house if validated to Qantas (081).
  • Ticket to be reissued with no additional collection or refund.
  • All details of the original ticket to be shown on the new ticket including fare basis and fare calculation.
  • Authority number 585985 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.

Ticket in 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 585985 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 585985 to waive any refund fees, no later than 3 months from the date of this policy.