Find commercial policies and information on recent immigration changes for your customers who have been impacted by Coronavirus.
Current commercial policies issued for Qantas customers
- Australia Domestic Border Closures - domestic itineraries
- Unwell customers
- Qantas customers impacted by Coronavirus with tickets issued on/after 31 January 2019
- Qantas customers impacted by Coronavirus with tickets issued on/after 31 January 2019 - Mandarin (PDF)
- Qantas International Flight Cancellations due to Coronavirus
- Qantas International Flight Cancellations due to Coronavirus - Mandarin (PDF)
- Coronavirus related travel restrictions - international itineraries
- Coronavirus Related Travel Restrictions - Mandarin (PDF)
- Suspension of Select Bangkok Airways Services
- Suspension of select Bangkok Airways Services - Mandarin (PDF)
Commercial policies for cancellations of services between Seoul and Sydney with Asiana Airlines, suspension of El Al services between Tel Aviv and Hong Kong, Bangkok and Tokyo and travel to/from/via Mainland China have now been consolidated within the commercial policy for Qantas International flight cancellations due to Coronavirus.
Whether your customer is travelling from, to or within Australia, remember to check their local state or government website, health authority or travel advice website and stay up to date with the latest travel requirements.
All customers and crew on flights to and from Melbourne will be required to wear masks onboard from Thursday 23 July 2020.
Our network is reviewed on an ongoing basis and decisions to cancel flights for future travel dates are made in stages, in response to various factors impacting travel.
This means that customers who have booked a flight in late 2020 or 2021, may not know the status of their flight until closer to their travel dates. We understand this is frustrating, however, we don’t want to cancel flights that we may be able to operate.
If we decide to cancel a flight, we will generate the flight cancellation on your customer's booking via the GDS as soon as possible. Our commercial policies are continuously updated on Qantas Agency Connect outlining options available to your customer, including a refund.
Qantas may also need to contact your customer via SMS or email using the information in their booking. To enable us to provide the best service to your customer, we request that you add your customer’s contact details to their booking via an OSI. For further information about GDS entries on information for your customer’s contact details, find out more here.
Alternatively, your customer can choose to cancel their flight, subject to fare rules and conditions.
Customers are encouraged to contact Travel Agents and third-party websites directly to discuss their options.
To ensure your customers can book with confidence, we've extended our flight flexibility offer for our Australian domestic network.
- Book any Australian domestic flight between 21 May and 30 September 2020
- For travel between 12 June and 30 November 2020
If your customer decides to change the date of their travel, we’ll waive the change fee one time. They’ll need to change their flight before their scheduled date of departure. When your customer is ready to rebook, they’ll also need to cover any fare increase for their new flight, if applicable.
Some Australian states and territories have measures in place in response to Coronavirus that may impact your customer's interstate travel.
Check the latest Government travel restrictions, which may include mandatory entry permits, pre-approval and quarantine (possibly at your customer's own expense), or they could be denied entry.
|State or Territory||Travel updates and entry requirements|
|Australian Capital Territory||COVID-19 updates
|New South Wales||COVID-19 updates
Until further notice, all flights from Melbourne to Sydney will arrive at Sydney T1
|Northern Territory||COVID-19 updates
|South Australia||COVID-19 updates
Face coverings mandatory on flights
|Western Australia||COVID-19 updates
Unfortunately, Qantas’ regular pre-COVID-19 international network is unlikely to return until at least July 2021.
Because the situation is constantly evolving and may change rapidly, we have not at this stage, made a decision to cancel international flights after October 2020.
Qantas has been advised of changes to the immigration regulations for a number of countries around the globe as a result of Coronavirus.
Many countries including Singapore and the United States of America have implemented entry requirements for travellers who have visited or reside in Hubei province and/or mainland China. Please refer to the Smartraveller website and the relevant government websites for all countries your customers will be travelling through, including their final destination.
Note: if your customers do not meet the requirements for entry into Singapore or the United States based on these restrictions, they will not be permitted to board their flight.
These travel requirements are subject to change and we recommend you stay up to date with the latest changes.
If your customers are no longer able to travel based on current immigration restrictions, please refer to the Commercial Policy for options in managing their booking.
Online check-in and airport self-serve kiosks may not be available for check-in to selected destinations.
If your customers are booked to travel with Qantas, or are holding a Qantas (081) issued ticket but travelling on another carrier, please visit the IATA Travel Centre, or the relevant government websites for all countries your customers will be travelling through, including their final destination. The IATA Travel Centre posts real time updates in relation to visa requirements and other immigration processes for your customers.