Qantas Schedule Change Policy
This policy allows you to self-manage your customers who have been affected by a Qantas international or domestic schedule change.
When an itinerary is impacted by a schedule change on a Qantas (QF) flight number you will receive notification through your GDS or Technology Partner queues.
If your passenger has been affected by a schedule change on another airline’s flight number please refer to the Other Airline Schedule Change Policy.
Reaccommodating Your Customer
If the Qantas schedule change causes a misconnection or is unacceptable for your customer, this policy can be applied without authority or reference to Qantas Agency Connect or Contact Centres.
The steps below need to be applied in the following order to assist you in reaccommodating your customer’s flight/s:
1. Qantas (QF) flights can be rebooked to an alternative QF flight or connecting flight on the same day or a day either side of the original ticketed flight/s. Book in the same booking class as originally ticketed or, if not available, book the lowest available class in the same cabin.
2. Connecting flights on another airline can be rebooked to an alternative connecting flight on the same airline on the same day and booking class as originally ticketed.
For oneworld partner airlines or connecting flights with an oneworld partner flight number, if the same class is not available you are permitted to book the lowest available class within the ticketed cabin
3. If the connecting flight is not available on the original airline you can rebook to an alternative connecting flight operated by a oneworld airline as per the oneworld airline table below.
4. Reroute through an alternative Qantas gateway city as per the applicable ticketed fare rules and route map.
Example: SYD-LAX-MIA changed to SYD-DFW-MIA.
The oneworld table shows the airlines permitted to be rebooked for misconnections within each region:
||CX, JL, KA, MH, NU, UL
||AY, BA, HG, IB, QF, QR, S7
||AA, QF, AS
||JJ, LA, XL, 4M
These airlines are not permitted for travel on long-haul sectors where Qantas was the ticketed airline. Example: SYD QF LAX QF NYC
For Qantas schedule changes on bookings issued on another airline’s ticket (non 081), if the new or changed flight is not acceptable or causes a misconnection to the ticketed stopover point or destination this policy applies:
- Qantas (QF) flights can be rebooked to an alternative QF flight or connecting flight on the same day or a day either side of the original ticketed flight/s. Book in the same booking class as originally ticketed
When you have a schedule change on a connecting flight it must be on the same Qantas (081) ticket for you to apply the Qantas Schedule Change Policy. This policy does not apply to connecting flights held on a separate ticket.
Where a schedule change occurs on a booking with connecting flights that are married, the flights will be ‘divorced’ enabling you to rebook alternative flights as required. Once you have rebooked your customer, the flights will be married again.
If a schedule change to a Qantas flight operated by Emirates (EK) results in a misconnection, Emirates will reaccommodate the connecting flight manually. This may take up to 72 hours to be seen in your GDS.
Where 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.
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Ticketing and Refunds
All tickets impacted by Qantas schedule changes must be actioned, either revalidated or reissued, prior to travel.
For Qantas operated and marketed flights, you can revalidate the ticket providing the airline designator, itinerary and booking class have not changed. Your customer’s ticket will be revalidated through the Qantas auto revalidation process where possible for flights rebooked by Qantas.
Reissue is required in all other cases, including all tickets containing interline and codeshare flights.
Your customer's ticket can be reissued as follows:
- Ticket to be reissued 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
When the ticket is reissued the authority ‘QFSKEDCHG’ must be placed in the endorsement box.
You should refer to the ticketed airline’s schedule change policy for ticket reissue.
Qantas recommends you provide your customer with:
- the latest ticket and itinerary
- a copy of the booking showing the names and flights
If your customer does not want to hold their ticket in credit for future travel, you can request a refund of the Qantas (081) ticket when the schedule change is unacceptable.
For tickets that have a cancellation fee, 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 or Technology Partner.
For tickets issued on another airline’s ticket stock please refer to the Other Airline Schedule Change Policy for refunds.