Commercial Policy for Domestic Border Closures

Commercial Policy|Published 29 July 2020

This policy is available to Qantas customers holding a valid domestic 081 ticket issued on/before 29 July 2020 for travel between 29 July 2020 and 31 August 2020 who have been impacted by domestic interstate border closures.

Please refer to individual State Government websites for the latest border restrictions.

This policy does not apply where the State border is open, and passengers no longer wish to travel because of a State Government imposed self-isolation requirement on entry.

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) eg. drivers licence. This information must be added to the booking as a remark where relevant.
  • All changes must be made prior to the original ticketed departure.
  • New travel dates must be within ticket validity.
  • 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.

Passengers who are travelling on Qantas or Partner Classic Flight Reward tickets are entitled under the Flexible Classic Flight Reward policy to cancel or rebook on an eligible Qantas, Jetstar or Frequent Flyer Partner Airlines subject to reward seat availability. Classic Flight Reward tickets cannot be retained in credit.

Please note, any changes to bookings in redemption classes must be made in the same class as the original booking.

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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

  • Ticket to be reissued with no change fee
  • Additional fare, ticket taxes and surcharges associated to the ticket apply
  • All details of the original ticket to be shown on the new ticket including fare basis and fare calculation
  • Authority Number 638321 must be entered into the endorsement box to 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) eg. drivers licence. This information must be added to the booking as a remark where relevant.

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

  • Ticket to be reissued with no change fee
  • Additional fare and ticket taxes may apply subject to assessment of the new journey
  • If the new fare is of a higher value than the existing ticketed fare, the fare difference is payable by the passenger. Applicable ticket taxes apply.
  • Authority Number 638321 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) eg. drivers licence. This information must be added to the booking as a remark where relevant.

For customers holding a non-Qantas (081) issued ticket:

For tickets validated to another carrier, please refer to the ticketed airline’s policy for ticket reissue.