Qantas and Other Airline Schedule Change Policy


A schedule change is an involuntary change to a flight. A UN/TK is generated to your customer’s booking to notify you of the change. A disruption is an involuntary change inside 72 hours when no change can be seen in the booking.  For further information please refer to the Schedule Change and Disruption Handling Guide.

This policy outlines options for managing and servicing your customer’s booking for Qantas and other airline tickets. 

For unticketed bookings, alternative flights should be rebooked from current availability in accordance with the rules of the fare to be ticketed.

Note: Qantas releases a Commercial Policy when extraordinary circumstances arise that have the potential to impact our customers’ travel plans outside of their control. These may include weather events and natural disasters. A Commercial Policy provides options for affected customers to waive certain aspects of the fare rules if the ticket meets the conditions of the policy and an authority to service their tickets. At all other times this policy should be applied.

Qantas Schedule Change Policy

General Information

This policy allows you to manage and service your customers who have been affected by a Qantas schedule change.

When an itinerary is impacted by a schedule change on a Qantas (QF) flight number a UN/TK is generated to your customer’s booking. The Qantas auto-revalidation process will update your customer’s ticket where possible. If your customer accepts the change, no further action is required.

If no reaccommodation has been offered or the new flights are unacceptable, please follow this Schedule Change Policy to rebook your customer’s flights.

When you have rebooked your customer, follow the automated Schedule Change Service Request for a unique authority to reissue your customer’s ticket.

Once a schedule change has been accepted and the ticket has been  reissued, further changes will be considered voluntary and any additional fare, taxes and fees will apply.

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Process for Qantas Tickets (081)

Reaccommodating your Customer

Follow this policy if the Qantas schedule change is unacceptable to your customer or causes a misconnection.  New flights must be on the same day or a day either side of the original ticketed flights or be the next available flight.

For flights to or from Canada, please see the requirements of the Canadian Air Passenger Protection Regulations, which follow Step 4. 

The steps below need to be applied in the following order: 

Step 1

Qantas (QF) flights can be rebooked to an alternative QF flight or connecting QF flights
Example: MEL QF LAX changed to MEL QF SYD QF LAX
Note:

  • QF operated and marketed flights should be booked in the same booking class as the original flight or the lowest available class in the same cabin if the same booking class is not available. Exception: P / U / Z / X booking classes are not permitted.
  • QF codeshare flights operated by another airline must be booked in the same booking class as the original flight.

Step 2

If the QF schedule change causes a misconnection to a connecting flight on another airline, the connecting flight on that airline can be rebooked to an alternative flight operated by the same airline.  

Example: MEL QF LAX UA LAS – a time change on the MEL QF LAX results in a misconnection of the LAX UA LAS flight, customer can be rebooked to an alternative UA flight 
Note:

  • The connecting flight must be in the same booking class as originally ticketed. 
  • If the same booking class is not available, rebook to the lowest available class in the same cabin. 

Step 3 

Reroute your customer in accordance with the ticketed fare rules and route map.

Example:  SYD QF DFW changed to SYD QF LAX AA DFW

Note: 
Rebook in the booking class permitted by the fare rule.

Step 4

If the QF schedule changes causes a misconnection to a regional connecting flight and the original airline is not available you can rebook to an alternative regional connecting flight on a oneworld airline. Refer to the oneworld Table below for permitted airlines within each region and example itineraries.

Note: Rebook the oneworld flight in the lowest available booking class in the same cabin.
 

oneworld Airline Table

Refer to the following oneworld airline table for Step 4 reaccommodation options. It shows the oneworld airlines permitted to be rebooked within a region for misconnections following a QF schedule change and is subject to each airline’s schedule and availability.

Region Permitted oneworld airline Example
Africa BA, QF SYD QF JNB SA CPT rebooked to SYD QF JNB BA CPT (SYD-JNB must remain a QF operated and marketed flight)
Asia CX, JL, MH, NU, UL MNL PR HKG QF SYD rebooked to MNL CX HKG QF SYD (HKG-SYD must remain a QF operated and marketed flight)
Europe  AY, BA, IB, QF PAR QF DXB QF MEL rebooked to PAR BA LON QF MEL (LON-MEL must be a QF operated and marketed flight)
North America AA, QF, AS SYD QF LAX QF NYC rebooked to SYD QF LAX AA NYC (SYD-LAX must remain a QF operated and marketed flight)

Requirements of the Canadian Air Passenger Protection Regulations

You must rebook flights to and from Canada subject to the following requirements:

A. For flights operated by Qantas that have been cancelled or delayed three hours or more for reasons within Qantas’ control (including flights cancelled for reasons within Qantas’ control but required for safety), the passenger must be provided with the choice of a refund, or:

(i) a confirmed reservation for the next available flight that is operated by Qantas, or a carrier with which Qantas has a commercial agreement, is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket, and departs within nine hours of the departure time that is indicated on that original ticket,
(ii) a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket and departs within 48 hours of the departure time that is indicated on that original ticket if a confirmed reservation that complies with subparagraph (i) is unavailable, or
 (iii) transportation to another airport that is within a reasonable distance of the airport at which the passenger is located and a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from that other airport to the destination that is indicated on the passenger’s original ticket, if a confirmed reservation that complies with subparagraphs (i) or (ii) cannot be provided.

B. For flights operated by Qantas that have been cancelled or delayed three hours or more for reasons outside of Qantas’ control, the passenger must be provided with:

(i) a confirmed reservation for the next available flight that is operated by Qantas, or a carrier with which Qantas  has a commercial agreement, on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket and departs within 48 hours of the departure time that is indicated on that ticket.
(ii) If a confirmed reservation in accordance with subsection (1) is unavailable, you must, provide the passenger with the choice of a refund any unused portion of the ticket or provide the following alternate travel arrangements, free of charge:

(a) a confirmed reservation for the next available flight that is operated by any carrier and is travelling on any reasonable air route from the airport at which the passenger is located, or another airport that is within a reasonable distance of that airport, to the destination that is indicated on the passenger’s original ticket and, if the new departure is from an airport other than the one at which the passenger is located, transportation to that other airport.

Connecting Flights

When you have a schedule change on a connecting flight it must be on the same Qantas (081) ticket for you to apply the Qantas Schedule Change Policy. This policy does not apply to connecting flights held on a separate ticket.

When a schedule change occurs on a booking with connecting flights that are married, the flights will be ‘divorced’ enabling you to rebook alternative flights as required. Once you have rebooked your customer, the flights will be married again.

If a schedule change to a Qantas flight operated by Emirates (EK) results in a misconnection, Emirates will reaccommodate the connecting flight manually. This may take up to 72 hours to be seen in your customer's booking.

Ticketing and Refunds

All tickets impacted by a Qantas schedule change must be actioned, either revalidated or re-issued prior to travel. 

Revalidation

For Qantas operated and marketed flights, you can revalidate the ticket providing the airline designator, itinerary and booking class has not changed. Your customer’s ticket will be revalidated through the Qantas auto revalidation process where possible for flights rebooked by Qantas.

Reissue is required in all other cases, including all tickets containing interline and codeshare flights and all tickets issued via your Technology Partner connected to the Qantas Distribution Platform.

Reissue

Your customer’s ticket can be reissued as follows:

  • 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 
  • Any existing data in the tour code box is to be retained
  • Enter the authority number in the ticket endorsement

Ticket in Credit

Your customer’s ticket can be held in credit for future travel. Additional fare, surcharges and ticket taxes may apply. This option is unavailable for Canadian flights. 

Authority

When the flights have been rebooked and your customer has accepted the change, follow the automated Schedule change process for a unique authority to reissue your customer’s ticket.

Before Travel

Qantas recommends you provide your customer with:

  • the latest ticket and itinerary
  • a copy of the booking showing the names and flights

Refunds

If your customer does not want to hold their ticket in credit for future travel, you can request a refund of the Qantas (081) ticket when the schedule change is unacceptable. Ensure all flights that are no longer required are cancelled. 

For tickets that have a cancellation fee, follow our interactive Schedule change process to obtain an authority number, then process the refund directly via your GDS or Technology Partner or process the refund through BSPlink or ARC as a manual refund request. 

If your customer’s ticket is fully refundable, no authority is required and you should refund the ticket through your GDS or Technology Partner.

Process for Other Airline Tickets (non 081)

Reaccommodating your Customer

For Qantas schedule changes on bookings issued on another airline’s ticket (non 081), if the new or changed flight is not acceptable or causes a misconnection to the ticketed stopover point or destination this policy applies:

  • Qantas (QF) flights can be rebooked to an alternative QF flight or connecting flight

New Flights Must:

  • Be on the same day or a day either side of the original ticketed flights, or be the next available flight. 
  • Be in the same booking class as originally ticketed
  • In some situations, tickets for flights to or from Canada are required to be rebooked on flights operated by any air carrier.  Please refer to the requirements of the Canadian Air Passenger Protection Regulations discussed under the process for Qantas tickets.

Reissue

Please refer to the ticketed airline’s schedule change policy for ticket reissue.

Refunds

Please refer to the other airline’s schedule change policy for refund information.

Other Airline Schedule Change Policy

General Information

This policy allows you to manage and service your customers who have been affected by a schedule change to another airline’s flight. The other airline is determined by the airline code that precedes the flight number.

When an itinerary is impacted by a schedule change a UN/TK is generated to your customer’s booking. 

If no reaccommodation has been offered or the new flights are unacceptable, please follow this Schedule Change Policy to rebook your customer’s flights. 

If an Emirates (EK) schedule change results in a misconnection, Emirates will reaccommodate the connecting Emirates flight manually. This may take up to 72 hours to be seen in your customer's booking.

Where a schedule change has been accepted and the ticket reissued, further changes will be considered voluntary and any additional fare, taxes and fees are to be applied.

Process for Qantas Tickets (081)

The process to follow depends on the ticketed fare. Please see definitions for further information.

Qantas Through Fares

This policy can be applied without reference or authority from the Qantas Agency Connect Team or Qantas Contact Centres.

If the new or changed flight is not acceptable or causes a misconnection to the ticketed stopover point or destination this policy applies.

In some situations, tickets for flights to or from Canada are required to be rebooked on flights operated by any air carrier.  Please refer to the requirements of the Canadian Air Passenger Protection Regulations discussed under the process for Qantas tickets.

Rebooking Options

Qantas permits the following:

  1. Rebook the other airline’s affected flight to an alternative flight operated by the same airline
  2. Rebook the other airline’s affected flight to another airline’s flight in accordance with the ticketed Qantas fare rule and route map in the applicable class of travel
  3. Rebook to an alternative Qantas connecting flight
  4. Reroute through an alternative Qantas gateway city as per the applicable fare rule and route map
    Example:  SYD QF LAX AA MIA changed to SYD QF DFW AA MIA

New Flights Must:

  • Be on the same day or a day either side of the ticketed flights 
  • Maintain the origin and destination of the ticket
  • Be in the same class as originally ticketed EXCEPT Qantas operated and marketed flights which can be rebooked to the lowest available class in the same cabin IF the original ticketed class is not available. Exception: P / U / Z / X booking classes are not permitted.

Reissue

All tickets impacted by other airline schedule changes must be reissued prior to travel.

Your customer’s ticket can be reissued as follows:

  • 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 
  • Any existing data in the tour code box is to be retained
  • Enter the authority number in the ticket endorsement

Always check with the other airline to ensure the reissued ticket number has been generated.

Ticket in Credit

Your customer’s ticket can be held in credit for future travel. Additional fare, surcharges and ticket taxes may apply. This option is unavailable for Canadian flights.

Authority

When the flights have been rebooked and your customer has accepted the change, follow the automated Schedule change process for a unique authority to reissue your customer’s ticket.

Before Travel

Qantas recommends you provide your customer with:

  • The latest ticket and itinerary 
  • A copy of the booking showing the names and flights

Refunds

If your customer does not want to hold their ticket in credit for future travel, you can request a refund of the Qantas (081) ticket when the schedule change is unacceptable. Ensure all flights that are no longer required are cancelled. You may not offer a credit for travel to or from Canada.  You must instead provide a refund in the passenger’s original form of payment.

For tickets that have a cancellation fee, follow our interactive Schedule change process to obtain an authority number, then process the refund a refund directly via your GDS or Technoloy Partner or process the refund through BSPlink or ARC as a manual refund request. 

If your customer’s ticket is fully refundable, no authority is required and you should refund the ticket through your GDS or Technology Partner.

Qantas (081) Tickets Containing End on End Fares

Qantas provides through fares to most destinations and recommends the use of through fares where available for a seamless customer experience.

If a schedule change occurs to a flight that is ticketed as an end on end fare and is accepted by your customer, follow the automated Schedule change process for a unique authority to reissue your customer’s ticket.

If the schedule change is unsuitable to the customer or results in a misconnection, the flight can be cancelled prior to departure and the unused coupon can be submitted for a manual refund once travel is completed.

Travel on the remaining coupons can still be completed on the ticket. There is no requirement to contact the Qantas Agency Connect Team to suspend the unused other airline’s coupon on the ticket or to obtain authority for the other airline’s coupon to remain unused.

Refunds

Refund requests can be processed through BSPlink or ARC as a manual refund request. The refund application must:

  • Include proof of the cancellation/schedule change
  • Be requested on the original ticket, the ticket cannot be reissued
  • Provide a justification as to why the schedule change is unacceptable to your customer

Qantas (081) Tickets Containing a Combination Fare

If you have issued a ticket combining Qantas and another airline's fare on a half return basis and there is a schedule change to the other airline’s flight, contact the other airline for alternative flight options.

Authority

When the flights have been rebooked and your customer has accepted the change, follow the automated Schedule change process for a unique authority to reissue your customer’s ticket.

Refunds

If your customer does not want to hold their ticket in credit for future travel, you can request a refund of the Qantas (081) ticket when the schedule change is unacceptable. The option to hold the ticket in credit for future flights is unavailable for Qantas’ Canadian flights.

Follow our interactive Schedule change process to obtain an authority number, then process a refund via your GDS or Technology Partner or process the refund through BSPlink or ARC as a manual refund request.

Qantas (081) Tickets Containing Only Jetstar Group Fares

If, where permitted, you have issued a Qantas (081) ticket containing only Jetstar Group (JQ/GK/3K) fares, please contact Jetstar Trade Support for assistance and authority to reissue or refund the ticket.

Process for Other Airline Tickets (non 081)

For tickets issued by another airline (non 081) that are affected by another airline’s schedule change, please contact the validating airline for options.

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Definitions

Other Airline 
An airline other than Qantas Airways.

Qantas Operated and Marketed Flights
A flight with a QF flight number that is operated by Qantas.

Qantas codeshare
A flight with a QF flight number that is operated by another airline.

Qantas Through Fare
A through fare is a fare to a destination reached by travelling through a gateway city using one fare basis only. 
For example:  SYD QF LAX AA LAS issued as IZX5A for entire journey 

End on End Fare
An end on end fare is a domestic fare combined with an international fare on an end on end basis.
For example: SYD QF LAX AA LAS – issued as SYD-LAX IZX2A (QF fare) and LAX-LAS QA21ZNJ3 (AA fare) 

Combination Fare
A combination fare is when two international fares on different airlines have been combined on a half return basis. 
For example: SYD QF SIN QF LON – issued as SYD-LON SHXQF (Qantas fare  and LON EK DXB EK SYD issued as LON-SYD LHMPAU1 (Emirates fare)