Commercial policy for Qantas customers affected by Northern winter 2021 Qantas International flight cancellations

Commercial Policy|Published 24 May 2021

The Federal Government has revised its anticipated timeline for the completion of Australia’s vaccine rollout to end-2021 and its timeline for significantly reopening our international borders to mid-2022. In light of these two dates, the Qantas Group will adjust its planned international flights from end-October 2021 to late December 2021. (Trans Tasman flights are unchanged.)

This policy applies to passengers impacted by international flight (excluding Tasman) cancellations due to the revised international restart date.

This policy is available to Qantas customers holding a valid 081 ticket issued on/before 24 May for travel between 31 October 2021 and 19 December 2021.

Options for customers holding a Qantas (081) issued ticket:

Option Permitted actions Ticket Reissue Conditions
1. Rebook

 

  • Rebook to next available Qantas 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 accommodated / rebooked on the next available Qantas operated flight in a lower cabin and offered a partial refund if applicable.
  • Rebook to a partner airline operated flight - please refer to the reaccommodation options inthe Schedule Change Policy except in relation to booking classes which are as per below:

New Zealand - for passengers reaccommodated via AKL, customers can be booked on a Qantas flight operated by Air New Zealand or Jetstar. The New Zealand domestic sector must be rebooked in the same class as the fare purchased.

Emirates - QF pax booked in PY can be rebooked into R class (Y cabin) on EK operated and refund the fare difference. Rebooking is not allowed in the inbound (into AU) direction due to capacity limits set by the government.

  • Reissue with authority 737727 in endorsement box.
  • Change fee does not apply.
  • Additional fare/taxes do not apply.
  • All details of the original ticket including fare basis and fare calculation to be shown on the new ticket.
2. Credit
  • Retain the value of the ticket in credit
  • New travel dates must be within ticket validity.
  • Ticket can be held in credit until 31 December 2023. 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 2023. Travel must be completed by 31 December 2023.
  • Reissue with authority 737727 in endorsement box
  • Change fee does not apply
  • Additional fare/taxes do apply
  • 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.
3. 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.
  • Refund Applications can be submitted via BSP Link with reference to the Authority number 737727 to waive any refund fees.
  • Refund fee does not apply.
  • To request a refund, return the ticket to the original point of purchase.

Further conditions:

  • Flights must be cancelled by Qantas and UN message generated to your booking
  • Flights no longer required must be cancelled prior to scheduled departure.
  • All Qantas flight changes need to be actioned (reissued or revalidated) prior to travel 
  • 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.
  • Once a ticket has been reissued using this authority, subsequent changes are subject to fare rules and conditions (unless covered by this or another commercial policy).

For customers with unticketed bookings:

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

For customers on Frequent Flyer Award Tickets:

Frequent flyer bookings cannot be held in credit. They can be changed or refunded. This must be done via Contact Centres. Qantas Points Plus Pay bookings take on commercial fare rules unless they are booked in redemption classes.