Qantas Agency Connect

Commercial policies for bookings impacted by
COVID-19
Qantas is providing more flexibility for customers. This latest update allows customers up until 31 December 2022 to complete all travel.

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Agency News

Commercial Policies issued for Qantas Customers

Summary of current Commercial Policies for Qantas Customers

Commercial policy	Dates	Options	Authority code
Australia Domestic Border Closures - domestic itineraries	Tickets issued on/before 11 January 2021 for travel between 29 July 2020 and 28 February 2021 (travel within 30days)	Customers who are impacted by by a change in Australian Domestic State border policy, are unable to travel due to having been in a Covid-19 hot spot in the previous 14 days prior to travel or unable to travel to Australia due to an International border closure. Customers may: 1) Rebook to an alternative Qantas Airways flight. 2) Retain the value of the ticket in credit.	638321
Qantas customers impacted by Coronavirus with tickets issued on/after 31 January 2019	Tickets issued on/after 31 January 2019 and before 31 December 2020 for travel on/before 31 March 2021	Conditions: Waiver is valid for tickets issued on/after 31 January 2019 and before 31 December 2020 booked for travel on/before 31 March 2021. Ticket can be held in credit until 31 December 2022. If a ticket has an issue date prior to 31 January 2020, you will need to reissue the ticket prior to 31 December 2021. This will ensure all eTickets are open for use until 31 December 2022. Travel must be completed by 31 December 2022.	628179
Qantas Customers affected by Northern Winter 2020 Qantas international flight cancellations	Tickets issued on/before 1 October 2020	1) Rebook (where possible) to the next available Qantas Airways operated flight Book same class if possible, otherwise lowest available class in the same cabin. Where a cabin is no longer available, customers can be reaccommodated / rebooked on the next available Qantas operated flight in a lower cabin and offered a partial refund if applicable. 2) Rebook (where possible) to a partner airline operated flight - please refer to the Schedule Change Policy 3) Retain the value of the ticket in credit Ticket can be held in credit until 31 December 2022. 4) If a ticket has an issue date prior to 31 January 2020, you will need to reissue the ticket prior to 31 December 2021. This will ensure all eTickets are open for use until 31 December 2022. Travel must be completed by 31 December 2022. 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. 5) 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.	638322

Commercial policy

Dates

Options

Authority code

Australia Domestic Border Closures - domestic itineraries

Tickets issued on/before 11 January 2021 for travel between 29 July 2020 and 28 February 2021
(travel within 30days)

Customers who are impacted by by a change in Australian Domestic State border policy, are unable to travel due to having been in a Covid-19 hot spot in the previous 14 days prior to travel or unable to travel to Australia due to an International border closure.

Customers may:

1) Rebook to an alternative Qantas Airways flight.
2) Retain the value of the ticket in credit.

638321

Qantas customers impacted by Coronavirus with tickets issued on/after 31 January 2019

Tickets issued on/after 31 January 2019 and before 31 December 2020 for travel on/before 31 March 2021

Conditions:

Waiver is valid for tickets issued on/after 31 January 2019 and before 31 December 2020 booked for travel on/before 31 March 2021.
Ticket can be held in credit until 31 December 2022. If a ticket has an issue date prior to 31 January 2020, you will need to reissue the ticket prior to 31 December 2021. This will ensure all eTickets are open for use until 31 December 2022. Travel must be completed by 31 December 2022.

628179

Qantas Customers affected by Northern Winter 2020 Qantas international flight cancellations

Tickets issued on/before 1 October 2020

1) Rebook (where possible) to the next available Qantas Airways operated flight
Book same class if possible, otherwise lowest available class in the same cabin. Where a cabin is no longer available, customers can be reaccommodated / rebooked on the next available Qantas operated flight in a lower cabin and offered a partial refund if applicable.
2) Rebook (where possible) to a partner airline operated flight - please refer to the Schedule Change Policy
3) Retain the value of the ticket in credit Ticket can be held in credit until 31 December 2022.
4) If a ticket has an issue date prior to 31 January 2020, you will need to reissue the ticket prior to 31 December 2021. This will ensure all eTickets are open for use until 31 December 2022. Travel must be completed by 31 December 2022. 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.
5) 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.

638322

All Current Commercial Policies issued for Qantas Customers

Commercial policies for cancellations of services between Seoul and Sydney with Asiana Airlines, suspension of El Al services between Tel Aviv and Hong Kong, Bangkok and Tokyo and travel to/from/via Mainland China have now been consolidated within the commercial policy for Qantas International flight cancellations due to Coronavirus.

Commercial Policy for Domestic Itineraries due to border closures

Published 12 January 2021

The following commercial policy is available to customers holding a valid 081 domestic ticket issued on/before 11 January 2021 for travel between 29 July 2020 and 28 February 2021 for a domestic itinerary within 30 days of travel.

Read full article

Qantas Fly Well Program

Published 8 January 2021

To help improve flexibility for our mutual customers, Qantas and Jetstar are introducing more flexibility.

Read full article

Coronavirus travel update

Published 14 January 2021

Commercial Policies and information on recent immigration changes for your customers who have been impacted by the coronavirus.

Read full article

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