Qantas Customer Impacted by the Suspension of Auckland (AKL) / Gold Coast (OOL) Flights

Commercial Policy|Published 15 July 2021

The following policy applies to customers that are impacted by AKL/OOL flight cancellations by Qantas.

The following commercial policy is available to customers holding a valid

081 domestic ticket issued on/before 13 July 2021 for
Travel between 14 July 2021 and 15 September 2021

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

Option	Permitted actions	Ticket Reissue Conditions
1. Rebook	Rebook onto JQ operated AKL-OOL flight for travel +/- seven days (7 days) from original booking date. Rebook onto QF operated flights via SYD or MEL for travel +/- seven days (7 days) from original booking date. Reroute on QF operated BNE-AKL flights for travel +/- seven days (7 days) from original booking date. If the same booking class is not available, the lowest booking class within the same cabin may be booked. Where a cabin is no longer available, customers can be accommodated / rebooked on the next available Qantas operated flight in a lower cabin and offered a partial refund if applicable.	Reissue with authority 737732 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. Credit	Retain the value of the ticket in credit. New travel dates must be within ticket validity.	Reissue with authority 737732 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. Customers who have not commenced their journey are entitled to a full refund.	Refund Applications can be submitted via BSP Link with reference to the Authority number 737732 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 booking
Flights no longer required must be cancelled prior to scheduled departure.
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

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 commercial fare rules unless they are booked in redemption classes.