Commercial Policy for Customers impacted by cancellation of Qantas operated services between Sydney and Shanghai

Commercial Policy|Published 10 October 2022

This policy applies to Qantas customers affected by the cancellation of Qantas flights between Sydney and Shanghai.

The following commercial policy is available to customers holding a valid 081 ticket for flights QF129/130 issued on/before 10 October 2022 for travel between 31 October 2022 and 25 March 2023.

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

Customer options:

Option Permitted actions Ticket Reissue Conditions
2. Credit
  • Retain the value of the ticket in credit.
  • New travel dates must be within ticket validity.
  • Reissue with authority 499349 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 499349 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.