Commercial Policy for Customers impacted by Qantas International flight changes due to demand impact of Coronavirus

Commercial Policy|Published 19 March 2020

This policy applies to Qantas customers holding a valid 081 ticket issued on/before 10 March 2020 for travel on the following flights which are impacted due to the demand impact of Coronavirus: 

Summary of Changes
Region Route Change Effective dates
(until mid-Sept 2020)
Asia Sydney-Tokyo (Haneda) B747 replaced by smaller A330 30 March

Melbourne-Singapore 

  • 7 return flights per week cancelled (QF 37/38)
  • B787 replaced by larger A330 on 7 return flights per week (QF 35/36)
20 April
4 May
North America Brisbane-Chicago Route launch postponed Was to start 15 April
Brisbane-San Francisco Route suspended (3 return flights per week) 18 April
Melbourne-San Francisco Route suspended (4 return flights per week) 18 April
Sydney-Dallas/Fort Worth A380 replaced by smaller B787 20 April
Melbourne-Los Angeles A380 replaced by smaller B787 1 June
Sydney-Vancouver Seasonal service suspended (3 return flights per week) June and July only
United Kingdom

Sydney-London (Heathrow)

  • Flights to operate via Perth (instead of Singapore) then non-stop to London
  • Perth-London to become double daily as a result
  • A380 replaced by smaller B787 
20 April 
Hong Kong Sydney-Hong Kong Reduce from 14 to 7 return flights per week 29 March
Melbourne-Hong Kong Reduced from 7 to 4 return flights per week 29 March
Brisbane-Hong Kong Reduced from 7 to 3 flights per week 29 March

In addition to the above flights, this policy applies to Qantas customers holding a valid 081 ticket issued on/before 19 March 2020 for travel on all Qantas and Jetstar international flights suspended between 26 March 2020 and 31 May 2020.

Where possible, customers will be reaccommodated to an alternative Qantas and/or partner airline option.

Where there has been an aircraft change which includes a change of cabin (e.g. First class not offered on the new aircraft type), customers will be reaccommodated to a lower cabin on the same flight and offered a partial refund, if applicable.

General Information

Conditions

  • Flights no longer required must be cancelled prior to scheduled departure.
  • New booking is subject to availability and all conditions of the new fare are applicable.
  • New travel dates must be within ticket validity.
  • 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.
  • Customers are permitted to make changes as outlined in this policy. Any subsequent changes made after the ticket is reissued will be subject to the rules and conditions of the original ticketed fare purchased.

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Customers with Unticketed Bookings

For unticketed bookings, alternate flights/routings can be rebooked subject to availability and tickets issued in accordance with fare conditions.

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Customers on Frequent Flyer Reward Tickets

Qantas Points Plus Pay and Qantas & Partner Classic Flight Rewards tickets: Customers are entitled to the same options and conditions as listed above.

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Your Customer's Ticket

All flight changes need to be actioned (reissued) prior to travel.

Ticket Information

If your customer accepts the flight/s rebooked by Qantas:

  • Reissue the ticket in-house if validated to Qantas (081).
  • 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.
  • Authority number 623062 must be entered into the endorsement box to avoid ADM.

Refer to involuntary downgrade policy, if your customer has been impacted by a cabin downgrade.

Your customer’s ticket can be held in credit for future travel:

  • Reissue the ticket in-house if validated to Qantas (081).
  • Additional fare, surcharges and ticket taxes may apply.
  • No change fee is to be applied to the reissue.
  • Authority number 623062 must be entered into the endorsement box to waive the fee for voluntary changes and avoid ADM.

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Important Information

Disclaimer: *An Involuntary downgrade can be processed after travel is completed.