Other Airline Schedule Change Policy

The following information outlines the options available to self manage customers who have been affected by a schedule change on another airline’s flight. The other airline is determined by the airline code that precedes the flight number.

You will receive notification via a SSR/RM remark in the GDS schedule change queue when an itinerary is impacted by a schedule change.

If an Emirates (EK) schedule change results in a misconnection, Emirates will reaccommodate the connecting Emirates flight manually. This may take up to 72 hours to be seen in your GDS.

When a schedule change has been accepted and the ticket reissued, further changes will be considered voluntary and any additional fare, taxes, and fees are to be applied.

Unticketed Bookings

For unticketed bookings, if a schedule change by another airline causes a misconnection or is unacceptable for your customer, alternate flights/routings can be rebooked in accordance with the conditions of the fare and subject to availability. Any additional fare or taxes will need to be collected.

Other Airline Tickets (non 081)

For tickets issued by another airline (non 081) that are affected by another airline’s schedule change, please contact the ticketing airline for options.

Qantas (081) Tickets that are impacted by Qantas and Other Airlines Schedule Change

When a Qantas and other airlines schedule change occurs within the same booking at the same time and the other airline is a oneworld carrier, refer to the Qantas Schedule Change Policy for options.

Qantas Tickets (081) affected by an Other Airline Schedule Change

There are two processes within this policy. Please ensure you apply the correct schedule change process based on the type of fare issued. Please see definitions for further information regarding the fare used.

Process for Qantas Tickets (081) using Qantas Through Fares

Process for Qantas Tickets (081) for End on End Fares and Combination Fares

Process for Qantas Tickets (081) using Qantas Through Fares

This policy can be applied without reference or authority from the Qantas Agency Connect Team or Qantas Contact Centres.
If the new or changed flight is not acceptable or causes a misconnection to the ticketed stopover point or destination this policy applies.

Rebooking Options

Qantas permits the following:
  1. Rebook the other airline’s affected sector to an alternative flight operated by the same carrier in the same class of travel
  2. Rebook the other airline’s affected sector to another carrier as per the applicable Qantas fare rule and route map in the applicable class of travel
  3. Rebook to an alternative Qantas connecting flight
  4. Reroute through an alternative Qantas gateway city as per the applicable fare rule and route map.
         Example: DUB-LON-SIN-SYD changed to DUB-LON-MEL-SYD

Back to top
 

Rules

  • New flights must be on the same day or a day either side of the ticketed flights
  • New flights must be in the same class as originally ticketed, with the exception of:
    • For Qantas flights with a ‘QF’ flight number operated by Qantas or a oneworld partner airline or connecting flights  with a oneworld partner flight number, if the same class is not available you are permitted to book the lowest available class within the ticketed cabin
  • oneworld carriers are not permitted as an alternative for travel on long-haul sectors where Qantas was the ticketed carrier.
           Example: SYD QF SIN QF LHR changed to SYD QF SIN BA LHR
  • Refer to the oneworld carrier table under definitions
  • Connecting flights must be on the same Qantas (081) ticket. This policy does not apply to connecting flights held on separate tickets
  • The origin and destination of the ticket must be maintained

Back to top

Reissue

All tickets impacted by other airline schedule changes must be reissued prior to travel.

You can reissue the ticket:

  • With no additional collection or refund to fare, surcharges and ticket taxes
  • No change fee is to be applied to the reissue
  • All details of the original ticket to be shown on the new ticket including fare basis and fare calculation
  • Any existing data in the tour code box is to be retained

Always check with the other airline to ensure your reissued ticket number has generated.

Back to top

Authority

An authority must be placed in the endorsement box to avoid risk of Agent Debit Memo (ADM). The authority must include the standard remark ‘OASKEDCHG’ followed by the original affected flight number and date.

Example: OASKEDCHGAA120/10MAY

If there are multiple flights affected by a schedule change, please include each flight number and date.

Example: OASKEDCHGAA120-10MAY/AA121-12MAY

If multiple schedule changes occur prior to departure, please add the above authority remark to the ticket each time you reissue, ensuring the affected flight number is included in the authority.

Back to top

 

Before Travel

Qantas recommends you provide your customer with:

  • The latest ticket and itinerary
  • A copy of the booking showing the names and flights 

Back to top

 

Refunds

You can request a refund of the Qantas (081) ticket where a significant schedule change results in the itinerary being unacceptable or hold the ticket in credit for future travel.

Refund requests can be processed through BSPlink as a manual refund request. The Refund Application must:

  • Include proof of the cancellation/schedule change
  • Be requested on the original ticket, the ticket cannot be reissued
  • Provide a justification as to why the schedule change is unacceptable to your customer

If your customer’s ticket is fully refundable, no authority is required and you should refund the ticket though your GDS.

Back to top

 

Process for Qantas Tickets (081) for End on End Fares and Combination Fares

This policy can be applied without reference or authority from the Qantas Agency Connect Team or Qantas Contact Centres.

This policy can be applied when a ticket has been issued using a combination of Qantas and other airline fares when a schedule change has occurred on the other airline's flight.

End on End Fares

Qantas provides through fares to most destinations and recommends the use of through fares where available. The options available to you for end on end fares after a schedule change are different than for through fares.

If there is a schedule change on another airline's end on end fare, you should always contact the other airline for alternative flight options.

If the alternative flight option results in a misconnection or an unacceptable alternative to the passenger, the new or changed flight can be cancelled prior to departure and the unused coupons can be submitted for a manual refund once travel is completed.

Please refer to our refunds section for further more information. 

If due to the schedule change, the other airline coupon is not to be used, travel on the remaining coupons can still be completed on the ticket.

There is no requirement to contact the Qantas Agency Connect team to suspend the unused other airline's coupon on the ticket or to obtain authority for the other airline's coupon to remain unused.

Back to top

 

Combination Fares

If you have issued a ticket using a combination fare and there is a schedule change to the other airline's flight, contact the other airline for alternative flight options.

Back to top

 

Refunds

You can request a refund of the Qantas (081) ticket where a schedule change results in the itinerary being unacceptable.

Refund requests can be processed through BSPlink as a manual refund request. The refund application must:

  • Include proof of the cancellation/schedule change
  • Be requested on the original ticket, the ticket cannot be reissued
  • Provide a justification as to why the schedule change is unacceptable to your customer.

If your customer’s ticket is fully refundable, no authority is required and you should refund the ticket though your GDS.

Back to top

 

Definitions

Other Airline means an airline other than Qantas Airways.

Qantas Through Fare

A through fare is a fare to a destination reached by travelling through a gateway city using one fare basis only and is issued on one ticket.
Example: SYD QF LAX AA LAS issued as IZX5A for entire journey SYD LAX LAS IZX5A

End on End Fare

A domestic fare combined with an international fare on an end on end basis
Example: SYD QF LAX AA LAS – issued as SYD LAX ILXUS and LAX LAS QA21ZNJ3

Combination Fare

A Combination Fare is where two international fares on different airlines have been combined on a return basis. 
Example: SYD QF SIN QF LON – issued as SYD LON SHXQF (Qantas) and LON EK DXB EK SYD issued as LON SYD LHXVPAU1 (Emirates)

oneworld Carrier Table

The oneworld table shows the carriers permitted to be rebooked for misconnections within each region:

Africa
BA, QF
Asia
CX, JL, KA, MH, NU, UL
Europe
AY, BA, HG, IB, QF, QR, S7
Middle East
QR, RJ
North America
AA, QF
South America
JJ, LA, XL, 4M

Note: These carriers are not permitted for travel on long haul sectors where Qantas was the ticketed carrier. Example: SYD QF SIN QF LON

Back to top