Commercial Policy for Qantas Passengers Impacted by Coronavirus Related Travel Restrictions - international itineraries

Commercial Policy|Published 29 July 2020

The following options are available to Qantas customers holding a valid 081 ticket issued on/before 03 July 2020 for travel between 31 January 2020 and 17 September 2020 who:

1) Have been impacted by coronavirus related travel restrictions; and

2) Can provide valid proof that they are impacted by those travel restrictions

Important Information

Disclaimer: *For the purposes of this policy, travel restrictions do not include those passengers who no longer wish to travel because of any government imposed self-isolation requirement on entry. Exception: incoming cruise customers required to depart to their self-isolation location on a domestic Australia flight on the same day when they disembark from the cruise.

Disclaimer: *Travel restrictions include the Australian Government travel ban enacted on 25 March 2020.

General Information

Conditions

  • Valid proof of being impacted by travel restrictions may include, but is not limited to: a booking reference or ticket number for travel on another airline or other form of transport to/from an impacted region, proof of address (if part of a suburb/state lockdown), valid passport details and/or notification of a visa refusal. This information must be added to the booking as a remark.
  • All changes must be made prior to the original ticketed departure.
  • 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 or revalidated) prior to travel, regardless of which airline the ticket is validated to.

Qantas (081) Issued Ticket

Rebook to an alternative Qantas Airways flight

The same booking class must be booked (subject to availability). If the new fare is of a higher value than the existing ticketed fare, adcol is to be collected from the customer.

Retain the value of the ticket in credit

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. 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.

Ticket Information

For customers holding a Qantas (081) issued ticket:

If your customer accepts the rebooked flight/s

  • Reissue the ticket in-house if validated to Qantas (081).
  • All details of the original ticket to be shown on the new ticket including fare basis and fare calculation.
  • Authority number 611524 must be entered into the endorsement box to avoid ADM.
  • If there is no change to routing/booking class the ticket can be revalidated.
  • Valid proof of being impacted by travel restrictions may include, but is not limited to: a booking reference or ticket number for travel on another airline or other form of transport to/from an impacted region, proof of address (if part of a suburb/state lockdown), valid passport details and/or notification of a visa refusal. This information must be added to the booking as a remark.

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

  • Reissue the ticket in-house if validated to Qantas (081).
  • 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.
  • Additional fare, surcharges and ticket taxes may apply.
  • No change fee is to be applied to the reissue.
  • Authority number 611524 must be entered into the endorsement box to waive the fee for voluntary changes and avoid ADM.
  • Valid proof of being impacted by travel restrictions may include, but is not limited to: a booking reference or ticket number for travel on another airline or other form of transport to/from an impacted region, proof of address (if part of a suburb/state lockdown), valid passport details and/or notification of a visa refusal. This information must be added to the booking as a remark.