Qantas Payment Policy - FAQs

Agent / Agency Cards

1. What is an Agent or Agency Card?

A Card (in any form) in the name of the Agent, or in the name of a person permitted to act on behalf of the Agent, or in the name of the Agent's officer, partner or employee.

2. Why are Agent or Agency cards not permitted for use as a Qantas Payment Method?

Accepting Agency Cards comes at an increased cost to Qantas in comparison to alternative payment methods available (e.g. BSP) or Customer Cards. This is as a result of the increased interchange and scheme fees that are charged to the airline for handling the payment. 

Qantas continues to work through alternative payment and settlement options for Agents through our NDC services, however at this point in time we do not permit the use of Agency Cards

3. Are there exemptions where Agency Cards are permitted?

Agency Cards are currently only permitted when being used for:

(a) booking travel for Agent employees or other personnel as in this instance they are acting as a Corporate;
(b) Personal travel of the Agent; and
(c) service fees paid to Qantas Agency Connect

4. If a Travel Agent acts as an aggregator or consolidator for third parties can the third party use an Agency Card?

No. An Agent should review their payment policy to ensure that Agency Cards are not used on Qantas Payment Services by third parties.

5. If an aggregator or consolidator would still like to accept Agency Cards from third parties, is this possible?

If an aggregator or consolidator wishes to accept Agency Cards for payment between aggregator or consolidator and a third party it must be on their own payment services, not Qantas Card Payment Services. Settlement with Qantas can only be facilitated via by BSP Cash in these circumstances. This is also applicable where aggregator/consolidators cannot identify sub-agents using Agency Cards. If an Agent cannot identify which Cards are Agency Cards and which are Customer Cards then they cannot utilise the Qantas Card Payment Services.

Card Payment Authorisation and Card Holder Authentication

6. When is an Agent required to perform a Card payment authorisation?

Prior to accepting a Customer Card for payment of a Qantas Product using the Qantas Card Payment Services, the Agent must obtain the cardholders authorisation to use the Customer’s Card.

The Agent must include the authentication response in the payment request at the time of seeking a Card authorisation regardless if the authorisation is done via a third-party or using Qantas Card Payment Services.

Failure to include a response may result in a decline response from the Customer Card issuer.

7. What is Cardholder Authentication?

Cardholder authentication is the process of verifying that the user of the Card is the owner or authorised user of that Card. It can be undertaken by the user entering their PIN or by verifying their signature in person or by using an authentication process such as EMV 3DS when payment is taken online.

8. What is EMV 3DS?

EMV 3DS is a global security protocol used by all Card schemes to authenticate cardholders. It was designed to allow a cardholder to authenticate its identity to prevent payment fraud, stop unauthorized transactions, and reduce chargebacks.

9. When is an Agent required to perform Cardholder Authentication using EMV 3DS?

An Agent should take all reasonable steps to verify a Cardholder before accepting the Card for payment using Qantas Card Payment Services. EMV 3DS should be used to authenticate Cardholders online in countries where EMV 3DS has been mandated for ecommerce/online payments. If authentication is not performed using 3DS in these countries, the Card issuer will decline the payment authorisation request.

10. In which countries is EMV 3DS mandated?

3DS authentication is mandated for card payments for all electronic (ecommerce/online) transactions undertaken in the United Kingdom (UK), the European Union (EU), India (IN), and Malaysia (MY). Offline transactions are exempt from these mandates.

Refer to the follow link for the latest updates on EMV 3DS compliance and card types captured by these mandates https://docs.adyen.com/online-payments/3d-secure-for-regulation-complianceOpens external site

11. Can an Agent use EMV 3DS to authenticate cardholders in non-mandated markets?

An Agent may undertake authentication using EMV 3DS in non-mandated markets. Agents should discuss with their Technology Partner markets best suited for EMV 3DS.

12. Is an Agent required to include EMV 3DS authentication response when requesting payment authorisation

In countries where EMV 3DS is mandated, or where the Agent has used EMV 3DS as an authentication process, the Agent must include the 3DS response in the Card authorisation request when accepting a Card for payment on Qantas Card Payment Services.

Failure to include a response may result in a decline response from the Customer Card issuer.

13. What happens if the EMV 3DS authentication is declined for a Card payment the Agent intends to authorise using Qantas Payments Services?

If the Agent submits a payment authorisation request using Qantas Card Payment Services and 3DS authentication fails, the issuer will decline the payment request and the ticket cannot be issued. The Agent should either request an alternative Card from the Customer or process the Customer’s payment using its own payment services and settle the payment to Qantas using BSP Cash.

14. Does Qantas offer EMV 3DS authentication services?

No. Qantas only supports Seller Initiated Authentication. This means an Agent must undertake the authentication of the cardholder through its own third-party provider. The 3DS response received through this process is required to be included in the authorisation request for the card payment.

15. What 3DS versions are supported?

Qantas supports both EMV 3DS versions (3DS1 and 3DS2). Qantas recommends using the latest version of EMV 3DS as 3DS1 will be decommissioned by the Card Schemes in 2022.

16. What does Qantas mean by an ecommerce/online transaction?

Electronic (ecommerce/online) transactions are transactions that are initiated by a Customer in an Agent’s online environment (website or booking tool).

17. What does Qantas mean by an offline transaction?

Offline transactions are transactions that are initiated by an Agent outside of an ecommerce/online environment on behalf of their Customer. The offline payment must be authenticated using alternative authentication methods, such as a cardholder’s PIN, CVV or signature.

Card Payment Fees

18. When do Card Payment Fees (OB) Apply?

Card Payment Fees (OB fees) apply per ticket and per Card to the following:

(a) Prime Qantas (081) tickets issued in Australia and New Zealand;
(b) Where Qantas is the merchant i.e. Agent uses Qantas Card Payment Services via their Technology Partner (such as a GDS) which means Qantas Airways appears on the cardholder’s statement; and
(c) When the ticket is paid for wholly or partly using a Card. The fee is applicable to the amount paid by Card only.

19. When do Card Payment Fees not Apply?

Card Payment Fees do not apply to:

(a) Ticket reissues
(b) Tickets issued by Qantas using EMD as the form of payment
(c) Tickets issued on your agency’s own payment services and payment for the booking remitted to Qantas via BSP Cash
(d) EMDs raised for non-fare products e.g. Qantas Club membership, seating and baggage payments
(e) Any portion of the transaction amount that is not paid for by Card. Payment options that do not incur the Card Payment Fee are listed under ‘No Fee Payment Options’ below.

20. What Payment Options do not Incur a Card Payment Fee?

The Card Payment Fee does not apply to the following No Fee Payment Options:

(a) UATP cards issued by Qantas
(b) Cash, BSP Cash and EFTPOS (Qantas airport locations)
(c) POLi online payment option (only available in AU and NZ on qantas.com and qantas.com/agencyconnect)
(d) BPAY for payment made 7 days or more before the scheduled departure of the flight (only available in AU on qantas.com and qantas.com/agencyconnect)
(e) Easypay

21. How are Card Payment Fees Applied?

The Card Payment Fee is determined by the form of payment at time of ticket issue and is not included in the fare quote or display. Your Technology Partner automatically selects the correct fee. The OB fee and any taxes applicable to it appear on the e-ticket receipt but not your customer's ticket.

Qantas charges a fee for bookings paid for by Card to recover part or all of the cost of accepting Cards as a form of payment. The cost of Card acceptance includes merchant service fees charged by banks, acquiring and payment processing services and fraud mitigation costs. For Australian surcharge regulations, you can find the RBA’s definition of permitted costs on their website. The cost of accepting Cards isn’t included in the fare because this would mean all Customers would be paying for Card acceptance costs, even if they are not paying with a Card.

If the ticket is reissued, the Card Payment Fee does not apply and does not appear on the reissued ticket.

Please direct any questions relating to Card Payment Fees to your Technology Partner.

22. What Card Payment Fee will apply for payments made with more than one Card?

For payments made with multiple Cards, the applicable fee for each Card is based on the amount of the all inclusive fare paid for by that Card.

23. What Card Payment Fee will apply for payments using a mix of Card and cash?

For payments made by Card and cash, the Card Payment Fee will only apply to the portion of the fare paid for by Card.

24. Is the Card Payment Fee refundable?

All Card Payment Fees are consumed at the time of ticket purchase and therefore are not refundable via the automated GDS refund process.

The Card Payment Fee can only be refunded if the ticket is totally unused, is being fully refunded and no cancellation fee applies. Follow the process set out in the Qantas Refund Policy for a Manual Refund. The reason for the refund should be ‘OB fee’. The administrative charge associated with BSPlink/Manual refunds does not apply.

The refund of the OB fee will appear as a separate item to the fare refund on your Customer's Card statement.