Conditions of Carriage
Last updated: 8 November 2023
(a) These Conditions of Carriage apply to travel on a flight or any flight segment, where 'Qantas' or the Airline Designator Code 'QF' is shown as the Carrier on your Ticket.
(b) Where a flight with a Qantas Airline Designator Code is operated within Australia by Network Aviation Pty Ltd, National Jet Systems Pty Ltd, Sunstate Airlines (Qld) Pty Limited, Eastern Australian Airlines Pty Limited or Alliance Airlines Pty Limited, these Conditions of Carriage will apply as conditions of your contract with the Carrier.
(c) Jetstar Airways Pty Limited has its own conditions of carriage which apply to Jetstar services.
In these Conditions of Conditiions:
|Qantas, we, us, our, ourselves
||means Qantas Airways Limited (ABN 16 009 661 901). Where a flight with a Qantas Airline Designator Code is operated Network Aviation Pty Ltd, National Jet Systems Pty Ltd, Sunstate Airlines (Qld) Pty Limited, Eastern Australian Airlines Pty Limited or Alliance Airlines Pty Limited and these Conditions of Carriage apply, the reference to Qantas, we, us, our, ourselves will include that operating carrier.|
|you, your, yourself||means any person with a Ticket who is carried or is to be carried on an aircraft, except members of the operating crew|
|Airline Designator Code
||means the two or three letters which identify particular Carriers
|Australian Consumer Law||Schedule 2 to the Competition and Consumer Act 2010 (Cth)|
||means a licensed passenger sales agent who represents Qantas in the sale of air passenger transportation
||means your personal property with you on your trip. It consists of both your Checked Baggage and Cabin Baggage
||means the amount of Cabin Baggage and Checked Baggage you may carry without extra charge
|Baggage Identification Tag
||means the Carrier's tag attached to each item of Checked Baggage for the purpose of identifying the Checked Baggage
||means the document (in paper or electronic form) that is issued to you as evidence that you have checked-in for a flight
||(sometimes referred to as carry-on or unchecked baggage) means any of your Baggage other than Checked Baggage you take with you into the cabin of the aircraft
|Carrier||means an air carrier
|Checked Baggage||means that part of your Baggage that you do not take into the cabin of the aircraft with you and for which we have issued a Baggage Identification Tag or Baggage receipt or both
|Check-in Deadline||means the time limit specified by the Carrier by which you must have completed check-in, including completing drop off of any Checked Baggage received your Boarding Pass
|Codeshare||means a flight where the Airline Designator Code in the flight number is not the Airline Designator Code of the Carrier operating the aircraft
|Convention||means whichever of the following apply:
a) the Convention for the Unification of Certain Rules for International Carriage by Air, signed at Montreal on 28 May 1999 (the Montreal Convention);
b) the Convention for the Unification of Certain Rules for International Carriage by Air, signed at Warsaw, 12 October 1929 (the Warsaw Convention);
c) the Warsaw Convention as amended at The Hague on 28 September 1955;
d) the Warsaw Convention as amended at The Hague and by Additional Protocol No. 1, 2 or 4 of Montreal (1975);
e) the Guadalajara Supplementary Convention (1961); or
f) any other applicable protocols or conventions and any enabling legislation.
means a full calendar day. For the purpose of-:
a) notification, the day when the notice is sent is not counted; and
b) Ticket validity, the day when the Ticket is issued is not counted
|Domestic Carriage||means travel between points within the same country and there is no Transit, Stopover or Transfer outside that country
|Electronic Ticket||means the electronic record of your Ticket made by us or an Authorised Agent, which is held in our bookings system
|Events Beyond Our Control||means weather events, air traffic control issues, industrial action by a third party, security issues or any other unusual and unforeseen circumstance which we cannot control and the consequences of which we could not have avoided
|Events Beyond Your Control||means an unusual and unforeseen circumstance which you cannot control and the consequences of which you could not have avoided
|Events Within Our Control||means engineering issues, Qantas IT system outages, delayed delivery of baggage to the carousel due to resourcing issues, late cleaning/loading of catering to the aircraft, crew/staffing issues or any other circumstance which we can reasonably control|
|Excess Baggage||means any Checked Baggage in excess of the applicable Baggage Allowance for Checked Baggage
|Fare Rules||means the fare rules that apply to the fare type applicable to the booking and can be found hereOpens in a new tab or window|
|Heavy Charge||where fees for Excess Baggage apply per piece rather than by weight, the fee that applies at the airport for any single piece of baggage exceeding the weight specified in your checked Baggage Allowance|
|Interline||means a flight where the Airline Designator Code in the flight number is that of the Carrier operating the aircraft, rather than the Carrier that sold and issued the ticket
|International Carriage||means travel between two or more countries including any flights within those countries where they are combined with any international flights
|New Zealand Consumer Law||means the Consumer Guarantees Act 1993 (NZ) and the Fair Trading Act 1986 (NZ)|
|Passenger||any person with a Ticket who is carried or is to be carried on an aircraft, except members of the operating crew
|Passenger Service Charge||means a reasonable estimate of the aeronautical charges paid to the relevant airport by Qantas|
|Policies||mean the procedures, rules and policies which we have in place for certain aspects of carriage of Passengers and their Baggage, some of which relate to unaccompanied children, disabled passengers, health of passengers, and the carriage of animals (including assistance animals).|
|Qantas Frequent Flyer Award||means a Ticket issued in exchange for the redemption of Qantas Points in accordance and as defined under the Qantas Frequent Flyer Program Terms and Conditions
|Qantas Group||means Qantas Airways Limited ABN 16 009 661 901, its subsidiaries (whether legally or beneficially owned) and related bodies corporate (individually or collectively as the context requires)|
|Safety and Security Charge||means, for domestic flights within Australia, a reasonable estimate of the blended national cost for aeronautical security services. For all other flights, this means a reasonable estimate of the charges paid for aeronautical security services.|
|Special Drawing Rights (or SDRs)
||means the composite unit of currency that is the official unit of exchange of the International Monetary Fund. (As a rough guide, 1 SDR equates to approximately A$2.05 or NZ$2.22, but this will fluctuate depending on exchange rates.)
|Significant Change||means a change that significantly impacts you and your travel plans|
|Stopover||means a deliberate interruption of a journey by the Passenger for more than 24 hours, at a point between the place of departure and the destination, which is shown on the Passenger’s Ticket
|Tariff||means the fares, Fare Rules, charges or Conditions of Carriage that we file with government authorities
|Ticket||means the Electronic Ticket issued by us or an Authorised Agent on behalf of us and includes all terms, conditions and notices
|Transfer||means a change from one service to another service with the same or a different Carrier
|Transit||means a Passenger arriving at one airport, for less than 24 hours, for onward travel to another destination
|Unsubscribe Function||means a statement to the effect that a person may use an electronic address set out in a message to send an unsubscribe message, as described in the Spam Act 2003 (Cth).|
3.1 Application of these Conditions of Carriage
In addition to the circumstances set out in 1 (Important terms), these Conditions of Carriage apply to where we have a legal liability to you in relation to your flight, except as provided in 3.5 (Overriding law, inconsistence and invalidity) and 3.10 (Charter operations).
3.2 Basis of Carriage
Where these Conditions of Carriage apply the carriage of a passenger is, also subject to:
(a) the Australian Consumer Law and the New Zealand Consumer Law and any other law relating to passengers that may apply to the services we provide;
(b) the Fare Rules which will depend on the type of Ticket and type of fare that has been selected;
(c) the Qantas Frequent Flyer Terms and Conditions including the redemption rules where the Ticket has been obtained wholly or in part by the redemption of frequent flyer points;
(d) any relevant Tariffs;
(e) the Convention, Civil Aviation (Carrier's Liability) Act 1959 (Cth) and complementary State legislation, the Civil Aviation Act 1990 (NZ) and any other laws that apply to your carriage.;
(f) In respect of any goods or services we may provide, certainany general directions or Policies related to our operations published on our website or otherwise notified to you; and
(g) any specific directions given to you by our staff or our Authorised Agent,
3.3 Australia and New Zealand Consumer guarantees and warranties
(a) Certain statutory guarantees and warranties apply to the supply of goods or services provided to you as a consumer. The nature and application of these guarantees or warranties will depend on the circumstances.
(b) In Australia and New Zealand, the following consumer guarantees may apply to the services:
(i) guarantee as to due care and skill;
(ii) guarantee as to fitness for a particular purpose; and
(iii) guarantee as to reasonable time for supply.
(c) Where the services are not provided in accordance with a consumer guarantee you may have a right to seek a remedy under the Australian Consumer LawOpens in a new tab or window and/or the New Zealand Consumer Law. More information on the Australian Consumer Law.
(d) Nothing in these Conditions of Carriage excludes or restricts the application of such consumer laws. These Conditions of Carriage will be read down to the extent necessary for compliance with any law including consumer laws.
(e) Where the service we provide is not of a kind ordinarily acquired for personal, domestic or household use or consumption our liability is limited to supplying of the service again or the payment of the cost of having the service supplied again.
3.4 Other laws affecting passengers
There may be consumer laws and laws affecting passengers which apply and which may affect rights and obligations and in the case of international carriage laws of other countries.
3.5 Overriding law, inconsistency and invalidity
(a) Nothing in these Conditions of Carriage excludes or restricts the application of relevant laws, including the Australian Consumer LawOpens in a new tab or window, the New Zealand Consumer Law, Civil Aviation (Carrier's Liability) Act 1959 (Cth), the Civil Aviation Act 1990 (NZ) or any Conventions.
(b) These Conditions of Carriage do not apply to the extent they are inconsistent with any Tariff or laws which apply to your carriage.
(c) If any of these Conditions of Carriage are invalid, illegal or unenforceable, they will be read down to the extent necessary to ensure they are not invalid, illegal or unenforceable, but if that is not possible, they will be severed from the Conditions of Carriage and the other conditions will remain valid.
3.6 Cannot vary
No employee or other person is authorised to vary any of these Conditions of Carriage. However, this does not affect our right to waive any fare rule or amount payable. A waiver on one occasion does not form a waiver on any other occasion.
3.7 Conditions prevail
We may publish a summary or explanation of these Conditions of Carriage to assist in drawing key conditions to the attention of Passengers. The terms of these Conditions of Carriage will prevail over any summary of them.
3.8 Conditions prevail over Policies
If any of these Conditions of Carriage are inconsistent with any of our Policies, these Conditions of Carriage will prevail.
3.9 Complimentary or reduced fare carriage
These Conditions of Carriage apply to complimentary and reduced fare carriage including where the Ticket has been obtained wholly or in part by the redemption of frequent flyer points.
3.10 Charter Operations
If carriage is performed by us under a charter agreement (hire arrangement), these Conditions of Carriage apply unless we otherwise agree or advise Passengers prior to boarding the aircraft.
3.11 Additional services or other forms of transportation
(a) If we make arrangements for you with any third party to provide any services other than carriage by air on a QF Airline Designator Code, or if we issue a Ticket or voucher relating to transportation or services (other than carriage by air) provided by a third party, such as hotel bookings or car rental, in doing so we act only as agent of the third party. The terms and conditions of the third party service provider will apply and you should check these carefully before making your purchase. Details about the third party are provided on qantas.com.
(b) If we are also arranging non-airline transportation for you, our Conditions of Carriage do not apply to such transportation. The operator's conditions of carriage will apply and you should check these carefully before making your purchase. Details about the third party are provided on qantas.com.
3.12 Errors and mistakes
Sometimes mistakes are made and incorrect fares can be displayed. If there is an error or mistake that is reasonably obvious in the fare price and you have a Ticket and/or a confirmed booking, we may:
(a) cancel the Ticket and/or booking;
(b) provide you with a refund in accordance with 14 (Refunds);
(c) offer you a new Ticket at the correct fare price as at the time of the booking; and
(d) in the event that you accept the offer and pay the correct fare issue you with a new Ticket.
4.1 Preparing to Travel
(a) Travel advisory services are not included in the services we provide or price of your Ticket. You are responsible for making all necessary arrangements for your travel and ensuring that you comply with all laws, regulations and orders of the places you will travel to, such as:
(i) finding out from relevant embassies or consulates whether you need a passport, visa or other travel document, health document or evidence of onward travel;
(ii) for international travel there is sufficient validity on your passport;
(iii) obtaining those documents;
(iv) obtaining inoculations; and
(v) finding out about dangers to your health and safety at your destination and any Stopover (see 4.2).
(b) If we provide assistance for any of the above aspects of your travel, this does not release you from your responsibility in respect of these matters.
(c) We draw to your attention the provisions in 15 (Refusal of Entry and Fines).
4.2 Destination - Passenger Enquiries
It is your responsibility to enquire about any local issues and conditions at your destination(s) prior to commencing travel. Travel advice can be obtained from various sources, local consular offices and the website of the Australian Department of Foreign Affairs and TradeOpens in a new tab or window, the New Zealand Ministry of Foreign Affairs and TradeOpens in a new tab or window, or the U.S. Bureau of Consular AffairsOpens in a new tab or window.
4.3 Travel insurance
Because travel involves many risks, and our liability to you may be limited and may not cover all losses you incur if things go wrong, you may choose to purchase travel insurance, which can cover things like:
(a) lost Tickets;
(b) changes in travel plans and travel cancellation;
(c) medical and hospital expenses;
(d) repatriation costs;
(e) personal injury and death; and
(f) delayed, damaged or lost Baggage and other items.
4.4 Travel on other airlines
(a) We have arrangements with other Carriers known as 'Codeshares'. This means that even if you have made a booking with us and hold a Ticket for a flight with a QF Airline Designator Code, you may travel on an aircraft operated by another Carrier.
(b) If such arrangements apply to your flight, we will advise you of the Carrier operating the aircraft at the time you make a booking.
(c) The conditions of carriage of the operating Carrier will apply to all operational and procedural aspects of the flight such as, baggage acceptance, check-in and boarding, refusal and limitation of carriage, conduct aboard aircraft, and schedules, delays and cancellation of flights, and these may differ from these Conditions of Carriage. You should check the operating Carrier’s requirements for:
(i) re-confirmation and check-in;
(ii) the types of baggage that will be accepted;
(iii) the cost of additional Baggage Allowance;
(iv) the purchase of additional Baggage Allowance only at the airport of departure for that flight and not in advance;
(v) schedule changes, delays and cancellations; and
(vi) refusal of carriage and denied boarding.
(d) Your Baggage Allowance is determined according to your itinerary and each Carrier involved in your journey. If you have booked your flight directly with Qantas, you can view your Baggage Allowance when you select your flight on qantas.com and continue to the ‘Options’ page. Once you have booked your flight, you can also view your Baggage Allowance in Manage My Booking by selecting ‘View Allowances.’ If you have booked through a travel agent, please contact them directly for your Baggage Allowance.
We have arrangements with other Carriers known as an 'Interline.' Where there is an Interline, this means that even if you have made a booking with us, the Ticket we issue you will be for a flight operated by another Carrier using that Carrier’s Airline Designator Code. If we issue an Interline Ticket for you we do so only as agent for that Carrier. The conditions of carriage of the operating Carrier will apply to that flight and are available on the operating Carrier’s website.
4.4.3 Codeshare or Interline departing from the United States
Where Codeshare or Interline flights depart from an airport in the United States, the tarmac delay contingency plan of the operating Carrier will apply with respect to any tarmac delay (meaning any delay of an aircraft on the ground at any airport of the United States of America during which passengers are not allowed to deplane).
4.5.4 Your fitness to fly
(a) Air travel has some unique features which must be considered by Passengers to ensure it is safe to fly. If you have a medical condition you should consult our website and if appropriate your doctor before you make a booking, before check-in and before boarding your Flight. It may be necessary for you to complete our Medical Travel Clearance FormOpens in a new tab or window signed by your doctor.
(b) We may refuse to carry you if we are not satisfied that it is safe for you to fly or if carrying you may put the safety or health of Passengers or personnel in danger or at risk, including if you provide a Medical Travel Clearance Form which is not satisfactory to us.
4.5.5 Public health or medical emergency
(a) If a public health emergency is announced by any government or the World Health Organisation or a medical emergency occurs we may:
(i) cancel, divert or delay any flight;
(ii) screen Passengers;
(iii) require valid evidence of vaccinations or inoculations (including against COVID-19) and/or negative test results (including against COVID-19);
(iv) require health documentation to be presented;
(v) offload or refuse to carry Passenger(s) and their Baggage if they do not provide valid health documentation (including evidence of COVID-19 vaccination);
(vi) isolate Passenger(s) on board the aircraft and limit the inflight services;
(vii) notify appropriate authorities such as the police, health authorities or airport security; or
(viii) perform any other action we consider necessary to provide a safe environment for Passengers, Qantas Group staff and contractors.
(b) You are responsible for complying with any immigration policies, travel and health documentation requirements, government quarantine restrictions or conditions (including length of stay) that apply to your travel.
(c) To the extent permitted by law, you agree to pay:
(i) for any costs or expenses associated with complying with such policies, restrictions and conditions, and
(ii) us on demand for any costs or expenses that we reasonably incur on your behalf.
(d) If we provide assistance or guidance for any of the above aspects of your travel, this does not release you from your personal responsibility in respect of these matters.
4.5.6 Deep vein thrombosis (DVT)
(a) Some studies have concluded that prolonged immobility may be a risk factor in the formation of clots in the legs, known as DVT. If you feel you may be at risk from DVT or other health problems, consult with your doctor before travel. Information on health issues can be found:
(i) online at your health inflightOpens in a new tab or window;
(ii) in the onboard information pages of our inflight magazine - Qantas The Spirit of Australia; or
(iii) onboard our aircraft through our entertainment system.
If you are pregnant, the following precautions must be observed:
(a) For travel after the first 28 weeks of your pregnancy: you need to carry a certificate or letter from a registered medical practitioner or registered midwife confirming:
(i) the estimated date of delivery;
(ii) whether it is a single or multiple pregnancy; and
(iii) that there are no complications with your pregnancy.
(b) For flights of four hours or more:
(i) if you are having no complications with your pregnancy you can travel up to the end of the 36th week of your pregnancy for single pregnancies or up to the end of the 32nd week for multiple pregnancies (for example, twins); and
(ii) medical clearance is required if you are having complications with your pregnancy.
(c) For flights of less than four hours:
(i) if you are having no complications with your pregnancy you can travel up to the end of the 40th week of your pregnancy for single pregnancies and up to the end of the 36th week for multiple pregnancies (for example, twins); and
(ii) Medical clearance is required if you are having complications with your pregnancy.
(d) If you wish to travel within seven Days after delivery:
(i) you will be required to provide a Medical Travel Clearance Form signed by your doctor; and
(ii) Infants cannot travel for 48 hours after delivery and a Medical Travel Clearance Form signed by your doctor is required for travel between three and seven Days after delivery.
(e) Please note:
(i) We do not represent that travel is safe for you at any particular point during your pregnancy. You must seek advice from your own medical practitioner prior to your flight. The periods referred to above are only our minimum requirements.
(ii) Some countries place limitations on the entry of non-national pregnant women. Check with the relevant embassy or consulate before you travel to confirm any further limitations.
4.6 Acute allergies
(a) We are unable to provide an allergy-free, including peanut-free, environment on board our aircraft including because we cannot prevent other passengers from bringing peanuts, peanut snacks and other allergens, onto the aircraft.
(b) Our cabin crew are not trained to administer adrenalin or any other medication.
(c) It is your responsibility to pack any medical supplies you will need for your journey in your Cabin Baggage.
4.7 Personal Information
(a) We collect personal information about you (including health information where necessary) to provide products and services to you, contact you about and process your travel arrangements, facilitate your participation in the loyalty programs of Qantas and other organisations, conduct marketing activities for our and our selected business partners products and services and for market research, and for immigration and customs control, security, safety, administrative and legal purposes.
(b) We may collect your personal information from you, people who make or update your Booking or otherwise interact with us on your behalf, from our related bodies corporate, from our service providers and from immigration, customs, border security and other regulatory authorities. You may be required by government regulations or laws to provide specific personal information to us, including information to enable you to travel to other countries or to enable us to notify family members in the event of an emergency.
(c) If the personal information is not provided, we may not be able to provide the service requested.
(d) For the purposes outlined above, you acknowledge that we may retain your personal information and disclose your personal information to:
(i) our related companies, other Carriers, travel service providers and organisations which provide services to us (such as ground handling and other travel related services, call centre operation, market research and marketing services, collecting commissions, and services associated with complaints or security incident investigation);
(ii) your employer if you are travelling on a Ticket provided through your employer's corporate travel agreement with us. The information disclosed to your employer may include your travel details and any information associated with your travel (such as incident reports); and
(iii) credit and other payment card companies, various law enforcement agencies, regulatory authorities and governments around the world for security, customs, emergency, public health and immigration purposes.
(e) These parties may be located overseas including any country which you travel to or through with us or our partner airlines.
(f) For more details see our Privacy Statement. It contains more information about the above and how you can seek access to, and correction of, your personal information. You can contact us by writing to Qantas Customer Care, 10 Bourke Road, Mascot NSW 2020, Australia.
4.8 Marketing Communications
(a) You can unsubscribe from Marketing Communications, such as Qantas Red Emails (including flight offers and Travel Insider emails), by clicking unsubscribe in the email or by visiting qantas.com.
(b) There are, however, some service messages that we must be able to send you, and related messages that we would like to send to you about your booking in order to enhance the service we provide. These include, for example, information relating to your flight, information about bookings you have made, products you have purchased and information about inclusions or additions to your flight (such as seat selection or Baggage options). When you make a booking in connection with these Conditions of Carriage, you consent to us sending you such messages in relation to that booking.
(c) We may elect to not include an “Unsubscribe Function” in a communication with you where:
(i) the communication relates to, or is ancillary to:
• a product or service which has been, or has been agreed to be, supplied or given to you by us or by a third party (for example, a flight upgrade offer or voucher offer); or
• a product, service, benefit or other thing, including a message, which you have elected to receive, or in which you have elected to participate, (for example, a competition or promotion),
in each case in connection with goods or services, such as flights, supplied pursuant to these Conditions of Carriage; and
(ii) the primary purpose of the communication is not to offer to supply, advertise or promote new goods or services (other than any goods or services described in paragraph (c)) or a supplier or prospective supplier of such new goods or services.
5.1 Making a Booking
(a) A booking for a flight is made when recorded as accepted and confirmed by us or an Authorised Agent.
(b) We or our Authorised Agent will provide you with electronic confirmation of your booking.
(c) To the extent permitted by law, we do not accept any responsibility for any loss you may incur if you make arrangements for travel on Qantas through anyone other than Qantas.
5.2 Specified booking
You will not be allowed to travel if you do not have a Ticket for a specified booking, in a specified class of service and on a specified date and flight.
5.3 Ticketing Time
Once you make a booking, you or someone on your behalf must pay for the Ticket before the specified ticketing time, as advised by us or an Authorised Agent. That time may be the time of making the booking or later. If payment is not received by us from you or the Authorised Agent you have purchased your Ticket from on or before the specified ticketing time, or is received but subsequently reversed, we will cancel your booking.
5.4 Fare rules and Changes to Bookings
(a) We offer a choice of different fare types that are subject to different Fare Rules and are priced differently. Your booking is subject to the Fare Rules applicable to the type of fare you choose. These are available to you at the time of booking.
(b) The Fare Rules include information about whether you can change or cancel your fare. Please note the in particular any change fees or restrictions that may apply. - please see further information here.
(c) Qantas may increase fees and charges (including the Passenger Security Charge and the Safety and Security Charge) as relevant under the Fare Rules from time to time. We will give at least one month's notice of the change by updating the Fare Rules. Such changes will not affect existing bookings.
(d) However, if you change your existing booking, including your fare type, new Fare Rules and fees may apply to these changes. You will be told about the applicable Fare Rules at the time of the change to your booking.
5.5 If You Are Late or Do Not Show Up for Your Flight
(a) If you do not turn up or miss your flight your booking may be cancelled and you need to check the Fare Rules.
(b) If you notify us in advance, in accordance with any timeframes set out in your Fare Rules, that you will not show up for the flight, we will not cancel any subsequent flight bookings on your Ticket.
5.6 Seating Selection and Allocation
(a) Although we will try to accommodate your seating need or choice, we do not guarantee you any particular seat.
(b) We may need to change your seat at any time, even after you have boarded the aircraft, for operational, safety or security reasons.
5.7 Class Downgrades
(a) If we ask you to downgrade from the class of travel in your booking for any reason, at your option we will:
(i) provide you with an appropriate refund for the difference in fares (or an appropriate credit of Qantas Points in the event that you are travelling on a Qantas Frequent Flyer Award); or
(ii) accommodate you in the class of travel shown on your Ticket on an alternative flight on our service which is reasonably available.
(b) This does not affect any of the rights you have under any Convention or law, such as the Australian Consumer LawOpens in a new tab or window, the New Zealand Consumer Law and/or the Civial Avaiation Act 1990 (NZ).
(c) In addition, in the event of a downgrade you may also have rights under a passenger or consumer law in the relevant jurisdiction.
5.8 Specific Needs
(a) Qantas offers various types of assistance for passengers with reduced mobility and other specific needs. Information about this assistance can be found at qantas.com/au/en/travel-info/specific-needs.html.
(b) If you require specific assistance because:
(i) you are ill
(ii) you have limited mobility
(iii) you have a service animal
(iv) you are pregnant
(v) you need special help, or
(vi) you have a child who is to travel unaccompanied.
(c) We will not refuse to carry you (or your unaccompanied child) provided that:
(i) you have made prior arrangements with us or our Authorised Agent
(ii) you have complied with any reasonable requests we may have; and
(iii) we have agreed to provide special help.
5.9 Special Meals
(a) If the service of special meals is available on your selected flight, we will try to ensure that if you have requested a dietary or religious special meal when you make your booking, it is available. However, we do not guarantee we will be able to supply your requested special meal.
(b) A children's meal must be requested at the time of booking or through Manage Booking and will not automatically be applied to child's Ticket. Children's meals are available for children aged 2 to 11 on selected flights. Meals for babies and infants must be provided by the accompanying adult.
6.1 What Your Fare Covers
Your fare covers the flight(s) for you and your Baggage Allowance:
(a) from the airport at the place of departure specified on your Ticket; and
(b) to the airport at the place of destination specified on your Ticket.
6.2 What Your Fare Does Not Cover
Your fare does not include ground transport between one airport and another or between the airport and any other place. We will use our reasonable endeavours to operate in accordance with our published schedules. However, we do not guarantee the flight times and they do not form part of your contract of carriage with us.
6.3 Cancellation by You
Some fare types may be non-refundable or only partially refundable in circumstances where you cancel your flight. You should choose the fare which best suits your needs and consider taking out travel insurance which covers you in case you need to cancel your booking.
In accordance with US Department of Transportation rules, customers who purchase a Ticket in the United States for travel on Qantas may cancel their bookings and have their Ticket refunded without charge within 24 hours of ticketing when the Ticket is purchased one week or more prior to scheduled departure of the first flight in the itinerary.
You must pay your fare, including any taxes, fees and Carriers' charges in the currency of the country in which the Ticket is issued, Qantas may decide to accept payment in another currency.
6.5 Third Party Fees and Taxes
You may be required to pay additional fees or taxes direct to third parties. For example, airport departure charges or visa fees may be levied directly on you at an international airport. Such amounts will not be marked on your Qantas Ticket and will need to be paid by you to the relevant third party.
7.1 Ticket Not Transferable
(a) Except to the extent required by law or provided under the applicable Fare Rules, a Ticket is not transferable to another person.
(b) If someone else presents your Ticket for travel and we discover that that person is not you, we will refuse to carry that person.
(c) However, if we, acting reasonably, do not discover that the person is not you and as a result either carry the person or give them a refund, we:
(i) are not obliged to replace your Ticket: and
(ii) are discharged from all and any liability to provide you a refund.
7.2 Ticket Validity Period
Your Ticket will be valid for 12 months from the date of commencement of travel or if no part of the Ticket is used, for 12 months after the date first issued, unless the Fare Rules provide otherwise.
7.3 Extending Validity Period
(a) If you are unable to travel while your Ticket is valid because we:
(i) cancel your flight
(ii) delay your flight to the extent that you have to cancel your travel
(iii) omit a scheduled stop, being your place of departure, place of destination or Stopover
(iv) cause you to miss a connection on another Qantas flight;or
(v) are unable to supply you with a confirmed seat,
we will extend the validity of your Ticket to enable you to travel on the next available flight. Alternatively, you may request a refund in accordance with 14 (Refunds). You may also be entitled to a refund under the applicable law including the Australian Consumer Law., the New Zealand Consumer Law or the Civil Aviation Act 1990 (NZ).
(b) If you are prevented from travelling on your Ticketed flight due to illness, we may extend your Ticket validity for up to three months to allow you to travel, depending on the circumstances. We will require proof of the circumstances, such as a medical certificate.
(c) If a Passenger travelling with you in the same booking dies during the journey, we may do either or both of the following:
(i) not enforce any minimum stay conditions which apply to your Ticket; and/or
(ii) extend the validity of your Ticket for up to 45 Days after the date of death.
we may ask you to provide proof, such as a valid death certificate.
7.4 Events Beyond Your Control
If you have purchased a fare for travel on our services and:
(a) you are travelling on private travel and not on business; and
(b) you have been prevented from travelling by Events Beyond Your Control; and
(c) all or part of the fare for your Ticket is non-refundable,
we will give you a credit for the non-refundable part of the fare for future travel on us provided that you:
(i) have a completely unused Ticket
(ii) have told us quickly about the Events Beyond Your Control, and
(iii) have given us satisfactory evidence of these Events Beyond Your Control.
The credit can be used for future travel with us within 12 months of the date of original Ticket. We may charge a reasonable service fee.
7.5 Sequence of your travel
(a) The fare paid for your Ticket has been calculated on the basis of the sequence of transportation shown on it from the place of departure through any agreed stopping place to the place of final destination.
(b) Once travel has commenced, if you do not wish to continue the journey in that sequence, you must pay any applicable fees, taxes and fare adjustment. The Ticket will be reissued for the new fare which will be the full unrestricted fare that was applicable for the relevant class of travel on the date of original purchase for the revised itinerary.
(c) Alternatively, you may request a refund for the unused portion of your Ticket within 12 months after the original date of Ticket issue. The amount to be refunded (if any) will be the difference between the fare paid and the full unrestricted fare that would have been payable for the revised itinerary. Any applicable change fee and service fee will be deducted from that amount.
(d) If you wish to change your sequence of transportation before travel has commenced, and your Fare Rules allow it, you may request a fare recalculation and Ticket reissue, in which case payment of any applicable fees and fare difference will be required.
7.6 Sequence of your travel for Tickets purchased in Italy:
(a) In the event of non-use, for any reason, of the outward flight (or of a leg of the outward flight, or a leg of the return flight), the request to maintain the validity of The ticket for the next leg or the subsequent segments may be only accepted provided you contact our Italian office on the following phone number: +39 06 6992 1553 between 9am and 5pm Monday to Friday local time (charges may apply), or on +41 44 511 1237 (24 hours, 7 Days a week; charges may apply), or email: email@example.comOpens in a new tab or window within these time frames:
(i) within 24 hours from the scheduled departure time of the flight on which the no show occurred; or
(ii) in the event the departure time of the subsequent flight is within 24 hours of the flight on which the no-show occurred, the communication to us must be received at least 2 hours before the departure of such subsequent flight.
we will issue a new Electronic Ticket for the modified itinerary, for you to travel on.
If you contact us outside of the above time frames, and if there are seats available in the subsequent leg/successive segments, we will be entitled to request the payment of an amount equal to the difference between the price paid for the previously purchased ticket and the price corresponding to the highest fare available in the same class/cabin, applicable to the modified itinerary at the time of the re-issue of the Ticket, unless the Fare Rules applicable to the original ticket are more favourable for you.
8.1 Baggage Allowance
(a) You may carry Baggage free of charge up to the limits specified for the fare type and shown in Manage Booking.
(b) If you have booked through a Travel Agent, you must contact them for your Baggage Allowance.
(c) The current allowances, including the weight of any one piece of baggage, for Carry-on Baggage and Checked Baggage are available here.
(d) We may change the Baggage Allowances from time-to-time. However, any change will not impact existing bookings and will only apply to future bookings made after the effective date of the change.
(e) We will give at least one month’s notice of any change by updating qantas.com/au/en/travel-info/baggage.htmlOpens in a new tab or window on our website, or such notice as is otherwise required by law.
8.2 Additional Baggage
(a) If the service is available on your selected flight, you may purchase additional Baggage Allowance in advance at the time of booking and up to 3 hours before the departure of your Flight through Manage Booking provided you have not checked into your flight.
(b) The additional Baggage Allowance charges applicable shall be those as published at the time you purchase any additional Baggage Allowance.
8.3 Excess Baggage at the Airport
(a) You may be charged for Excess Baggage if you exceed your Baggage Allowance.
(b) The carriage of Excess Baggage is subject to space being available and the limit for any one piece of Checked Baggage. If you arrive to check in with Excess Baggage, we may:
(i) refuse that Excess Baggage; or
(ii) accept that Excess Baggage for carriage and require you to pay an Excess Baggage Fee and, on applicable routes subject to the weight of that item, a Heavy Charge before boarding.
(c) The current fees for Excess Baggage and Heavy Charges are available hereOpens in a new tab or window.
(d) Fees for Excess Baggage and Heavy Charges may change and will apply to future travel after the effective date of the change, even if your booking was made before the effective date of the change.
(e) We may need to carry your Excess Baggage on a later flight.
(f) If we decide to carry the Excess Baggage but decide not to charge you a fee or Heavy Charge for some or all of your Excess Baggage, this does not mean that you will not be charged a fee or Heavy Charge when you check in for any further flights on your itinerary.
(g) Other Carriers may also charge different fees and charges for Excess Baggage under their applicable conditions of carriage.
(h) We will give at least one month’s notice of any change by updating this page on our website, or such notice as is otherwise required by law.
8.4 Prohibited Items
(a) We will not carry, and you must not include in your Baggage or otherwise try to bring on board the following prohibited items:
(i) items which are banned by any relevant law from being carried on any aircraft;
(ii) firearms (except see 8.5) and weapons of any type, including but not limited to knives, blades, or sharp items (except see 8.7);
(iii) items listed as dangerous goods in your Ticket;
(iv) items likely to put the aircraft or the people on board in danger, or that may become dangerous. More information is available in the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air, and the International Air Transport Association (IATA) Dangerous Goods Regulations;
(v) items we reasonably decide are unsuitable for carriage because they are dangerous or unsafe; or
(vi) animals (except for service animals or where 8.8 applies).
(b) If we discover that you are carrying prohibited items, we may do whatever we consider appropriate and what is reasonable in the circumstances, including disposing of the item.
(c) Unless we are at fault, to the extent permitted by law, we will not be responsible for any loss or damage caused to any prohibited items if they are brought on board despite being prohibited items.
(a) We may agree but are not obliged to carry firearms and ammunition used for sporting purposes in your Checked Baggage.
(b) If we do, these must be packed in accordance with all applicable laws and regulations.
(c) Applications for the carriage of firearms and ammunition for sporting purposes must be submitted at least two working Days prior to your scheduled departure date through our website.
8.6 Restrictions on Checked Baggage
(a) You must not include in your Checked Baggage:
(i) fragile, delicate or perishable items;
(iii) items with a special value, such as money, jewellery, precious metals, silverware;
(iv) negotiable papers, share certificates, securities or other valuable documents;
(vi) personal electronic equipment including compact discs; or
(vii) commercial goods or business documents, or passports and other travel documents.
(b) If you carry items in contravention of these Conditions of Carriage, to the extent permitted by law, we will use all available defences against any claim in respect of any damage, loss or destruction of those items.
8.7 Restrictions on Cabin Baggage
(a) Some items cannot be carried in the cabin of the aircraft including:
(ii) restraining devices,
(iii) knives and sharp tools or cutting implements such as scissors and screwdrivers; and
(iv) some sporting goods such as bats and clubs.
(b) The list of prohibited items may vary depending where you board an aircraft. Please check with us or your Authorised Agent prior to travel.
(c) You may be able bring some of these items as Checked Baggage (but see 8.3).
(d) If you try to include a prohibited item in your Cabin Baggage, we may take it from you.
(e) To the extent permitted by law, we do not accept any responsibility for items which we refuse to carry as Cabin Baggage and which are not carried as Checked Baggage.
(f) You are responsible for your personal items that are in your care and control.
8.8 Pet animals
(a) With the exception of service dogs (see 8.9), all bookings for travel by pet animals must be booked directly with Qantas Freight.
(b) If you are travelling domestically or internationally:
(i) you must tell us when you make your booking that you wish to travel with your pet animal. Some airports will require that your pet travels as freight and some will allow carriage in the hold as Checked Baggage;
(ii) if we agree that your pet may be carried in the aircraft hold as Checked Baggage, you must provide proper crating and food for your pet. If you do not do this, we may decide not to carry your pet;
(iii) you may be required to pay an Excess Baggage fee (see 8.3);
(iv) you must have with you valid health and vaccination certificates; entry, Transit and exit permits; and all other documents required by any relevant law, regulation or order;
(v) you must repay to us any fines, costs, charges, losses or liabilities we have paid or suffered because you did not have these documents;
(vi) we are not liable to you for any action taken by an airport or regulatory authority with regard to your pet animal; and
(vii) we will not be responsible for injury to or loss, sickness or death of an animal unless we have been negligent or an applicable law provides otherwise.
(c) Carriage of your pet may be subject to additional conditions specified by us.
8.9 Service dogs
(a) For travel with a service dog, you must give us at least 14 Days’ notice prior to travel so that appropriate suitable arrangements can be made.
(b) Specific conditions apply to the carriage of services dogs which are available on our website.
(a) Qantas, government or airport officers or their representatives may:
(i) require you to submit to clothing and body searches;
(ii) require you to submit your Baggage to searches or inspections; and
(iii) search or inspect your Baggage with or without you.
(b) As a result of a search, or if you refuse to submit yourself or your Baggage to a search, we may refuse to carry you and your Baggage, and may deliver your Baggage to government or airport officers if required to do so.
(c) Except as otherwise provided by the Convention or other applicable laws, if a search, screening or x-ray causes damage to you or your Baggage, we will not be liable for the damage unless it was caused by our negligence.
9.1 Before Departure
(a) You must ensure you have with you when you travel your Ticket or a booking reference for domestic travel, identification, all necessary travel documents and anything else you need to travel.
(b) For International Carriage, your passport will be required. Photo identification may also be required if your flight is a domestic sector of an international flight and departs from an international terminal.
(c) For Domestic Carriage you must be able to produce identification on request, such as your driver's licence, Qantas Frequent Flyer or Qantas Club card or the credit card used to purchase your Ticket.
9.2 Check-In Deadlines
(a) Check-in Deadlines apply and may be strictly enforced.
(b) Check-in Deadlines are set out on your Ticket and are available on our websiteOpens in a new tab or window.
(c) You will not be able to check-in after the Check-In Deadlines.
(d) You cannot check-in at the boarding gate.
(e) If through no fault of ours you fail to check-in by the Check-in Deadline or you arrive without your Ticket or Boarding Pass and all necessary travel documents, you may not be allowed to travel and, depending on your Fare Type, your Ticket may be cancelled or you may have to pay a service fee to re-book your flight. This does not affect any of the rights you have under any Convention or law, such as the Australian Consumer LawOpens in a new tab or window, the New Zealand Consumer Law and/or the Civil Aviation Act 1990 (NZ).
9.3 Boarding Deadlines
(a) To help us get your flight away on time, please ensure you are at the boarding gate by the time specified or when boarding for your flight commences.
(b) It is essential that you have your Ticket or Boarding Pass and all necessary travel documents with you to board your flight.
(c) If you arrive late at the boarding gate through no fault of ours or without your Ticket or Boarding Pass and all necessary travel documents, you may not be allowed to travel and, depending on your Fare Type, your Ticket may be cancelled or you may have to pay a service fee to re-book your flight. This does not affect any of the rights you have under any Convention or law, such as the Australian Consumer LawOpens in a new tab or window, the New Zealand Consumer Law and/or the Civil Aviation Act 1990 (NZ).
9.4 Boarding Pass and Baggage Receipt
Once you have checked in for your flight and registered any Checked Baggage, keep your Boarding Pass and Baggage receipt with you until you complete your travel.
10.1 Schedule Changes and Cancellations by us
10.1.1 Schedules Not Guaranteed
We will use our reasonable endeavours to operate in accordance with our published schedules. However, we do not guarantee the flight times and they do not form part of your contract of carriage with us.
10.1.2 Flight Changes
(a) Before we accept your booking, we or our Authorised Agent will tell you the scheduled departure time of your flight and it will be shown on your Ticket.
(b) We may need to change the scheduled departure time of your flight after your Ticket has been issued. If you give us or our Authorised Agent contact information, we or they will use our reasonable endeavours to let you know about any changes.
(c) Prior to your flight you should check to ensure your flight times have not changed. You should also check the flight departure and arrival information posted at the airport.
(d) If we notify you of a change to your flight or if you fail to check flight departure and arrival information, we will not be liable for any loss that you may suffer subject to any rights you may have under the Convention or any applicable consumer law, such as the Australian Consumer Law,Opens in a new tab or window the New Zealand Consumer Law and/or the Civil Aviation Act 1990 (NZ).
10.2 Significant Change
If, due to Events Within Our Control, after you buy your Ticket we make a Significant Change to your flight we will, in addition to any other rights you have:
(a) rebook you on the next available flight (or combination of flights) on our services to your booked destination at no additional cost to you;
(b) alternatively, at your option, refund the applicable fare;
(c) if you choose to continue travel and the Significant Change occurs on the Day of scheduled travel, resulting in your delay at the departure airport, provide you with meal or refreshment vouchers (or reimburse you for the reasonable costs of meals or refreshments if we do not provide vouchers); or
(d) if your travel with us is delayed overnight and you have already commenced travel on your booking (i.e., you are at an 'away' port), use reasonable endeavours to assist you to find overnight accommodation or reimburse your reasonable accommodation costs if we have not provided accommodation.
You may also have rights to remedies under the Australian Consumer Law, the New Zealand Consumer Law, the Convention and/or the Civil Aviation Act 1990 (NZ).
Unless provided for in these Conditions of Carriage, a Convention or any applicable law, such as the Australian Consumer Law, the New Zealand Consumer Law and/or the Civil Aviation Act 1990 (NZ), we will not be responsible for paying any costs or expenses you may incur as a result of the changed time or cancellation.
10.3 Discountinued Route
If we cease to operate on a route and as a result we cancel a flight for which you have purchased a Ticket, we will:
(a) offer you a seat on the next available flight on our services for an alternative route to the same destination (if available) and where a connection was arranged by us, a seat on the next available connecting flight; or
(b) alternatively, at your option, refund the applicable fare.
You may also have rights to remedies under the Australian Consumer Law,, the New Zealand Consumer Law, the Convention and/or the Civil Aviation Act 1990 (NZ).
10.4 Late or Cancelled Flights (Events Beyond Our Control)
Where we make a Significant Change to your flight due to Events Beyond Our Control, whether you have checked in or not, we will:
(a) use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you; or
(b) alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare.
You may also have rights to remedies under the Australian Consumer Law the New Zealand Consumer Law, the Convention and/or the Civil Aviation Act 1990 (NZ).
We will not be responsible for paying any costs or expenses you may incur as a result of the delay or cancellation, unless otherwise required by applicable laws, such as the Australian Consumer Law, the New Zealand Consumer Law , the Convention and/or the Civil Aviation Act 1990 (NZ).
10.5 Overbooked Flights - Denied Boarding Compensation
If you are denied boarding due to an overbooking of our flight for which you have:
(a) a valid Ticket,
(b) you have met our Check-In Deadline, and
(c) complied with all applicable requirements for travel as set out in these Conditions of Carriage,
(i) offer you a seat on the next available flight on our service; or
(ii) refund of the unused portion of your airfare you may choose not to travel on the next flight offered at (i);
and offer you care and assistance as required by any applicable law, such as the Australian Consumer Law, the New Zealand Consumer Law, the Civil Aviation Act 1990 (NZ) and/or the Convention (under which you may have rights to remedies), or in accordance with our policy if there is no applicable law. The care and assistance you receive will depend on the jurisdiction in which the denied boarding occurs.
Even if you have a Ticket and a confirmed booking we may cancel your Ticket or refuse to carry you and your Baggage if any of the following circumstances have occurred or we reasonably believe will occur:
(a) if carrying you or your Baggage may put the safety of the aircraft or the safety or health of any person in the aircraft in danger or at risk;
(b) if you have acted in a threatening, abusive, violent, harassing, insulting or aggressive manner towards airline staff, contractors or other customers;
(c) if carrying you or your Baggage may materially affect the comfort of any person in the aircraft;
(d) if carrying you will break government laws, regulations, orders or an immigration direction from a country or state to which you are travelling or are to depart from, or we reasonably believe you will not be permitted entry to the country or state to which you are travelling;
(e) if a government body, agency or regulatory authority directs us not to carry you;
(f) because you have refused to allow a security check to be carried out on you or your Baggage;
(g) because you do not appear to have all necessary documents, including those required to enter the country or state to which you are travelling;
(h) if you fail to comply with any applicable law, rule, regulation or order or these Conditions of Carriage;
(i) if you fail to complete the check-in process by the Check-In Deadline or fail to arrive at the boarding gate on time;
(j) because you have not obeyed the instructions of airline staff or contractors relating to safety or security;
(k) because you have not complied with our medical requirements;
(l) because you will not or cannot show valid travel or health documents for your entire journey (including, if requested by Qantas, valid evidence of COVID-19 vaccination status and/or negative COVID-19 test results);
(m) because you require specific assistance and you have not made prior arrangements with us for this;
(n) if you are drunk or under the influence of alcohol or drugs;
(o) if you are, or we reasonably believe you are, in unlawful possession of drugs;
(p) if your mental or physical state is a danger or risk to you, the aircraft or any person in it;
(q) if you have committed a criminal offence while at the airport, during the departure, the check-in or boarding processes or on board the aircraft;
(r) if you have deliberately interfered with a member of airline staff or contractors carrying out their duties;
(s) if you have put the safety of either the aircraft or any person in it in danger;
(t) if you have intentionally damaged our property;
(u) if you have made a threat;
(v) because you have committed misconduct at the airport or on a previous flight and we have reason to believe that such conduct may be repeated;
(w) because you cannot prove you are the person specified on the Ticket on which you wish to travel;
(x) because you are trying to use a sector of your travel out of sequence from your Ticket and without our agreement;
(y) if you destroy your travel documents during the flight;
(z) if you have refused to allow us to photocopy your travel documents;
(aa) if you have refused to give or show your travel documents, or any documents required to enter a state or country, to a member of our ground staff or the crew of the aircraft when we have asked you to do so;
(bb) if we reasonably believe you will ask the relevant government authorities for permission to enter a country through which you are Ticketed as a Transit Passenger; or
(cc) because we have not received payment for your Ticket;
(dd) because your Ticket:
(i) has been reported lost or stolen;
(ii) has been transferred;
(iii) has been acquired unlawfully or in breach of any applicable Qantas terms and conditions;
(iv) has been acquired from someone other than us or an Authorised Agent;
(v) contains an alteration which has not been made by us or an Authorised Agent;
(vi) is spoiled, torn or damaged or has otherwise been tampered with; or
(vii) is counterfeit or otherwise invalid.
In any of the situations in this 11.1, we may remove you from a flight, even after you have boarded, without any liability on our part, and we may cancel any subsequent flights on the Ticket.
11.2 Notice of Refusal to Carry You
We will be entitled to refuse to carry you and your Baggage if we have notified you in writing that we will not carry you on our services. The notice will give details of the period for which it will apply and will ask you not to buy a Ticket or ask or allow anyone to do so for you. If you try to travel while the notice is in force, we will refuse to carry you and you will be entitled to a fare refund minus our reasonable administration fee.
12.1 Obey Directions
To maximise Passenger comfort, safety and security, you must comply with the following requirements, and all other reasonable directions of any crew member on your flight with us, when on board:
(a) comply with any reasonable directions issued by the crew;
(b) stow Cabin Baggage under the seat in front of you or in the overhead lockers;
(c) take care when you open overhead lockers, since Cabin Baggage may move during flight;
(d) keep your seatbelt fastened when seated;
(e) remain seated with your seatbelt securely fastened during turbulence;
(f) stay seated as directed, in particular while the aircraft is moving on the tarmac;
(g) if asked by a member of our crew, not operate, charge or use any electronic devices including but not limited to cellular telephones, laptop computers, recorders, radios, CD players, electronic games, laser products or transmitting devices, remote or radio controlled toys that could interfere with the flight. If you fail to comply with our requests, we may retain the device until the end of the flight. Hearing aids and heart pacemakers are permitted;
(h) do not smoke or vape;
(i) do not use or charge electronic cigarettes;
(j) if you drink alcohol, drink only in moderation and only alcohol served on your flight with us as part of our inflight bar service;
(k) use infant and child restraints as directed;
(l) seek consent before filming or photographing Qantas Group staff, contractors or other customers
(m) use electronic devices (excluding hearing aids and heart pacemakers) when and as directed and in the case of any failure to comply with the direction we may retain the device;
(n) do not behave in a manner to which other Passengers may reasonably object; and
(o) if asked by a member of the crew acting reasonably, you must give your passport or other travel document to them for safe custody until the end of the flight.
12.2 Control of Passengers
We will take all reasonable steps to maintain the comfort, safety and security of all Passengers. If we reasonably consider it necessary, we may restrain you, remove you from any flight anywhere and refused further carriage with us, for example if you:
(a) conduct yourself so as to endanger the safety of the aircraft or any person or property on board;
(b) obstruct, or fail to comply with any direction of any crew member;
(c) behave in a manner to which other Passengers may reasonably object;
(d) interfere with a crew member who is performing his or her duties on board an aircraft; or
(e) tamper or interfere with the aircraft or its equipment.
You may also be prosecuted for offences committed on board the aircraft.
12.3 Diversion costs caused by unacceptable behaviour
If we divert the aircraft to an unscheduled destination as a result of your failure to comply with the requirements set out in these Conditions of Carriage or your conduct described in 12.2, you must pay us the reasonable costs of the diversion.
12.4 Costs caused by unacceptable behaviour
If we are ordered to pay any fine or penalty at any time, or incur any expense, costs, loss or damage (“losses”) by reason of your failure to comply with the requirements set out in these Conditions of Carriage or your conduct described in 12.2, you must reimburse us for all losses plus all legal costs and other expenses reasonably incurred, including but not limited to:
(a) repair or replacement of property, including Baggage, that was damaged by your conduct or as a result of any efforts to subdue, restrain or remove you;
(b) any damage, including death or bodily injury, of any personnel or customers caused or contributed to by your unacceptable behaviour;
(c) diversion costs if we are required to divert to an unscheduled destination;
(d) compensation for delay to Qantas Group staff, contractors or customers; and
(e) any other losses, costs or damages attributable to the unacceptable conduct.
12.5 Smoking prohibited
Smoking, vaping and the use of electronic cigarettes are not permitted on any of our aircraft, in Australian airport terminals or on the tarmac.
13.1 Collect your Checked Baggage
You must collect your Checked Baggage as soon as it is available for collection.
13.2 If you cannot find your Checked Baggage
If you cannot find your Checked Baggage, provide us with your Ticket and Baggage receipt. Only the person to whom the Baggage receipt was given is entitled to collect that Baggage.
13.3 If Your Checked Baggage is damaged, lost or delayed
If your Checked Baggage is damaged, lost or delayed you may have a right to compensation from us:
(a) in the case of international carriage, under the applicable Convention (see 16.1),
(b) where your Ticket is wholly for carriage within Australia, under the Civil Aviation (Carriers Liability) Act 1959 (Cth) or complementary State legislation complementary State legislation (see 16.5); and
(c) where your Ticket is wholly for carriage within New Zealand (see 16.5(o)).
The requirements for giving notice are set out in the applicable section of these Condition of Carriage addressed at X and there are limits of liability which vary depending on the circumstances of your travel.
In the case of damaged, lost or delayed baggage that is not subject to an applicable Convention, the Civil Aviation (Carriers Liability) Act 1959 (Cth) or the complementary State legislation, we will not have any liability to you where the damage, loss or damage is not caused by our negligence.
12.4 Release of Checked Baggage by Qantas
If we have Baggage you claim is yours but you do not have the Baggage receipt, we will release the Baggage to you only if you produce adequate proof of your entitlement to it.
13.5 Disposal of Baggage by Qantas
If your Checked Baggage is not collected, we will notify you. If you do not collect your Checked Baggage within 28 Days of your flight, it will be disposed of without liability on our part.
13.6 Loss of Cabin Baggage and belongings
We are not liable for any loss you may suffer if you leave your Cabin Baggage or any personal belongings on an aircraft when you disembark (unless the damage was caused by our fault) or if you leave any belongings in the airport terminal or member lounge.
13.7 If you collect the wrong baggage
If you pick up the wrong bag or other baggage from the baggage carousel, you must immediately return the bag or baggage at your own cost to the baggage service office or airport manager at the airport where you collected it.
14.1 When is a refund available?
(a) You will be entitled to a refund if we:
(i) are unable to carry you on the flight specified on your Ticket;
(ii) delay your flight to the extent that you have to cancel your travel;
(iii) make a Significant Change to the scheduled flight time, and we are unable to book you on an alternative flight which is acceptable to you;
(iv) downgrade you from the class paid for and you elect not to travel;
(v) fail to stop at a Stopover or the destination specified on your Ticket;
(vi) cause you to miss a connecting Qantas flight on which you have a confirmed booking; or
(vii) cancel your flight and we cannot offer you suitable alternative arrangements.
(b) In these circumstances we will provide a refund on request as set out in 14.2.
(c) You may have rights to remedies under applicable law including the Australian Consumer Law, the New Zealand Consumer Law, the Civil Aviation Act 1990 (NZ) and/or the Convention.
14.2 What refund is available?
(a) Where a refund is payable in accordance with these Conditions of Carriage, unless otherwise specified in these Conditions of Carriage the refund will be equal to:
(i) the fare you paid, if no part of the Ticket is used; or
(ii) alternatively, if part of the Ticket is used, the difference between the fare paid and the fare that would have been payable if booked for the travel taken,
including any taxes and Carriers’ charges, less any applicable fees.
(b) Depending on the fare type, where a Ticket is partly used, the unused part may have little or no refund value.
14.3 Who gets the refund and how is it paid?
(a) Any refund will be paid to the person who paid for the Ticket, unless that person has authorised us in writing to pay the refund to someone else.
(b) We will pay the refund in the same way and in the same currency used to pay for the Ticket, unless the Fare Rules provide otherwise or we agree otherwise.
(c) If the person who paid for the Ticket is not the Passenger, we will not provide a refund without the Passenger's written consent, unless:
(i) the Passenger is under 18;
(ii) the Fare Rules provide otherwise; or
(iii) the Qantas Frequent Flyer Terms and Conditions apply.
14.4 Refunds on taxes and charges
(a) Whether or not your airfare is refundable, if you do not use your Ticket, you may be entitled to claim a refund of certain charges and taxes which you have paid, except for any amounts we have had to pay to third parties even though you have not travelled. We may deduct a reasonable administration fee. If the fee exceeds the amount of the refund, no refund will be paid.
(b) For Tickets purchased in France, notwithstanding 14.4(a), whether or not your airfare is refundable, if you do not use your Ticket, you may have the right a refund of certain charges and taxes which you have paid. A refund request for taxes and charges can be made online without fee. For refunds made via the Contact Centre, a fee of €35 of the taxes will be charged. Refunds will be paid within 30 Days of the refund request being received.
14.5 Deadline for refunds
Unless an applicable law says otherwise, we may refuse to provide a refund if it is requested after the end of the Ticket validity.
14.6 Right to refuse refund
We may refuse a refund on a Ticket which is your evidence of intention to depart from the country you are in unless you can establish to our satisfaction that:
(a) you have permission from the appropriate government or other authority to remain in that country; or
(b) you will depart by another means of transport.
15.1 Payment of costs
(a) If you are refused permission to enter a country and a government or government authority orders us to return you to your place of origin or remove you to another country, you must pay for:
(i) any detention costs; and
(ii) the return or other fare.
(b) We will not refund the fare for carrying you to the place where you were denied entry but we may set off the value of any unused sectors of your Ticket against the amount of that return or other fare.
(c) If we have given you information which is incorrect and inconsistent with the official information that is reasonably available to us, and you have relied on it, we will pay any reasonable costs you incurred arising as a result.
15.2 Reimbursement to us
You must reimburse us for:
(a) any fine or penalty we are ordered to pay; and
(b) any reasonably incurred expenses and costs (including legal costs), and
(c) loss or damage sustained by us,
by reason of you:
(i) being denied entry into any country, or
(ii) failing to comply with any law, regulation, order or requirement, or
(iii) your behaviour, health or medical condition.
We may set off any refund owing to you for any unused sectors on your Ticket against any such amounts you owe us.
Our liability as a Carrier is subject to a number of different laws depending on the circumstances, including whether it is domestic or international air carriage, and the nature of the damage and loss claimed. The following is a brief outline but you should obtain professional advice in the event that you believe that you may have a claim as a result of any injury, loss or damage. The limits of liability fixed by law are subject to periodic review and variation and you may be entitled to any higher limit applicable at the time of carriage.
16.1 International carriage
Where your Ticket is for travel between countries which are parties to the Montreal Convention or a version of the earlier Warsaw Convention, the applicable Convention will govern the liability of the Carrier for death, bodily injury, delay and for Baggage claims during international carriage including sectors within one country. The applicable Convention:
(a) imposes liability and creates rights of action in defined circumstances during international carriage by air;
(b) limits the nature of damages and in some cases the amounts which may be recovered;
(c) imposes conditions in relation to notice of damage and the time to bring legal proceedings; and
(d) specifies where proceedings may be brought and may exclude claims under other laws.
16.1.2 Montreal Convention
The limits of liability are subject to periodic revision and currently the Montreal Convention which applies to most international carriage provides:
(a) The Carrier will be strictly liable for damages up to 128,821 SDRs (about A$264,000) for death or bodily injury caused by an accident on board the aircraft or during embarkation or disembarkation.
(b) The Carrier will be liable for damages above this amount unless the Carrier can prove that:
(i) damage was not due to the negligence or other wrongful act or omission of the Carrier, its servants or its agents; or
(ii) damage was solely due to the negligence or other wrongful act or omission of a third party.
(c) Damages for death or bodily injury may be reduced or even exonerated if the Carrier proves that the damage was caused or contributed to by the negligence or other wrongful act or omission of the person claiming compensation.
(d) In the case of delay the Carrier will be liable to the Passenger unless it proves that reasonable measures were taken to avoid the damage or that it was impossible to take such measures but otherwise liability is limited to 5,346 SDRs (about A$11,000) except where the damage resulted from intentional or reckless conduct of the Carrier.
(e) In the case of Baggage, the Carrier will be liable for destruction, loss of or damage to:
(i) Checked Baggage unless the damage resulted in an inherent defect, quality or vice; and
(ii) Carry-on Baggage and personal items if the damage was caused by the fault of the Carrier.
(f) In either case there is a limit of liability of 1,288 SDRs (about A$2,640) for Baggage unless damage resulted from the intentional or reckless conduct of the Carrier.
(g) Any claim for damage to or delay of Baggage must be made in writing to the Carrier within the following timeframes:
(i) in the case of damage to your Baggage, as soon as you discover the damage after you have received the Baggage, and at the latest within 7 Days; and
(ii) in the case of delay, within 21 Days from when the Baggage has been made available to you.
(h) Any legal proceeding must be brought within two years.
16.1.3 Warsaw Convention
(a) In the unlikely event that your international carriage is subject to the Warsaw Convention or an amended Warsaw Convention, similar provisions to those relating to the Montreal Convention will prevail but where there are financial limits of liability those limits will be different and you should obtain advice on the level of liability that may apply at the time of loss or damage.
(b) International carriage to which no Convention applies will be subject to the same law that applies to domestic carriage within Australia (see 16.2).
16.2 Carriage within Australia
(a) Where your Ticket is for travel wholly within Australia the Civil Aviation (Carriers’ Liability) Act 1959 (Cth) (and complimentary state legislation) regulate the liability of the Carrier and:
(i) impose liability and create rights of action in defined circumstances;
(ii) limit the nature of damages and the amounts which may be recovered; and
(iii) impose conditions in relation to notice of damage and the time to bring legal proceedings.
(b) Under the Civil Aviation (Carriers’ Liability) Act 1959 (Cth) (and complimentary state legislation):
(i) the Carrier will be strictly liable up to A$925,000 for damage sustained for death or bodily injury caused by an accident on board the aircraft or during embarkation or disembarkation;
(ii) recoverable damages may be reduced as a result of contributory negligence of the Passenger;
(iii) liability for destruction or loss of or damage is limited per Passenger to:
· A$3,000 for Checked Baggage; and
· A$300 for Cabin Baggage;
(iv) a Baggage claim must be made in writing to the Carrier within the following timeframes:
· 3 Days in the case of damage to Checked Baggage or in the case of loss or destruction of part only of an item of Checked Baggage, after the date of receipt of the Baggage or remainder of the Baggage;
· 21 Days in the case of loss or destruction of the whole of an item of Checked Baggage from the date that the Baggage should have been placed at your disposal; and
· 3 Days in the case of damage to or loss or destruction of Cabin Baggage after the carriage of the passenger;
(v) any legal proceeding must be brought within two years.
16.3 Carriage within New Zealand
Where your Ticket is for travel wholly within New Zealand:
(a) The liability of a liability of a Carrier for death or injury will be excluded for any Passenger who at the time of the accident has cover for personal injury arising from the accident under the Accident Compensation Act 2001 (NZ).
(b) Any liability arising under the terms of carriage (see 3.2), or at common law, or under the provisions of any Acts of Parliament, regulations, or local authority by-laws for any injury or death that is not covered by the Accident Compensation Act 2001 (NZ) will be limited to a sum not exceeding NZ$100,000 (including all legal costs), whether or not such liability was caused by the negligence of the Carrier.
(c) The Carrier shall be liable to the passenger for delay under the Civil Aviation Act 1990 (NZ) the lesser amount of either:
(i) the amount of damage proved to be sustained as a result of the delay; or
(ii) an amount representing 10 times the sum paid for the carriage,
except where the Carrier proves one of the statutory exceptions which include delay caused by:
• meteorological conditions; or
• compliance with instructions, advice, or information given by an air traffic control service; or
• obedience to orders or directions given by a lawful authority; or
• an event of force majeure; or
• a necessary action taken for the purpose of saving or attempting to save life.
(d) You may also have a rights under the New Zealand Consumer Law.
(e) Liability for loss or damage to Baggage is limited to NZ$2,000 per unit under the Contract and Commercial Law Act 2017 (Part 5) (NZ), except where it is proven that the damage was intentionally caused by the airline or another statutory exception applies.
(f) The Carrier will only be liable for Cabin Baggage if the loss or damage has been caused by our negligence or wilful action.
(g) Except where a statutory exception applies, any claim for loss of or damage to Baggage must be made in writing to us within the following timeframes:
(i) in the case of damage to or loss or destruction of an item of Checked Baggage, within 30 Days of the date that you collect your Checked Baggage or have disembarked with your Cabin Baggage; and
(ii) in the case of delay, within 30 Days of the date that your Checked Baggage should have been available to collect or you have disembarked with your Cabin Baggage.
16.4 European Community
(a) If your Ticket was purchased in the European Community and your travel is from or to a point in the European Community, in accordance with Regulation 2027/97:
(i) we will, without delay and in any event not later than 15 Days after the identity of the natural person entitled to compensation has been established, make such advance payments as may be required to meet immediate economic needs on a basis proportionate to the hardship suffered. In the event of the death of a Passenger, an advance payment will not be less than the equivalent of 16,000 Special Drawing Rights (about A$31,400 or EUR20,300) per Passenger.
(ii) An advance payment does not mean that we admit liability and it may be offset against any subsequent sums paid on the basis of our liability.
(b) An advance payment is not returnable unless:
(i) we prove that the damage was caused or contributed by negligence of the Passenger or the person who received the payment; or
(ii) we prove that the person who received the payment was not entitled to compensation.
(a) We are not responsible for any illness, injury or disability, including death, attributable to your physical condition, except to the extent that any applicable law requires otherwise.
(b) We are not liable for any damage arising from our compliance with any laws or government regulations or your failure to comply with the same.
(c) These Conditions of Carriage (including any exclusion or limitation of liability) apply to and are for the benefit of our employees and representatives to the same extent as they apply to us. The total amount that you can recover from us, our employees and representatives will not be more than the total amount of our liability, if any.
(d) Except where these Conditions of Carriage provide otherwise, our liability, if any, is limited to proven compensatory damages.
(e) Nothing in these Conditions of Carriage:
(i) affects your rights under any applicable laws including the Australian Consumer Law or the New Zealand Consumer Law and/or the Civil Aviation Act 1990 (NZ);
(ii) except where we state otherwise in writing, gives up any exclusion or limitation of liability to which we are entitled under the Convention or any laws which may apply; or
(iii) gives up any defence available to us under the Convention or any laws which apply, including against any public social insurance body or any person liable to pay, or who has paid, compensation for the death, wounding or other bodily injury of a Passenger.
Our name may be abbreviated to QF (Qantas or QantasLink) on the Ticket. Our address is 10 Bourke Road, Mascot, New South Wales, 2020, Australia. Our phone number in Australia is +61 (02) 9691 3636 and in France is +33 1 57 32 92 83.
The European Commission has established a list of air carriers subject to an operating ban within the European Union (Regulation (EC) No.2111/2005). We are required to bring this list to your attention via our website. The latest version of the list and information regarding the regulation can be found on the European Commission siteOpens in a new tab or window.
Note: This information only applies to Passengers travelling from the UK or a European Union country.
For information on air Passenger rights within the European Union, the European Commission has launched a mobile applicationOpens in a new tab or window. This application is free and is available to download on the following platforms: Apple iPhone and iPad, Google Android, RIM Blackberry and Microsoft Windows Phone 7. The application is available in 22 languages and makes use of device local storage to avoid the need for data connectivity while travelling.
19.1 EC 889/2002
This notice is required by European Community Regulation (EC) No.889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Regulation or the Montreal or Warsaw Conventions. It does not form part of the contract between Qantas and you. Approximate conversions from SDRs to Euros are provided as a guide only and will be subject to change in currency conversion rates.
19.1.1 Air carrier liability for Passengers and their Baggage
This information notice summarises the liability rules applied by Qantas in respect of International Carriage.
19.1.2 Compensation in the case of death or injury
There are no financial limits to our liability for Passenger injury or death. For recoverable compensatory damages up to 113,100 SDRs (approximately EUR13947) in respect of death or bodily injury caused by an accident on board the aircraft or during embarking or disembarking, we will not exclude or limit our liability, except where there is contributory negligence on the part of the Passenger. Above that amount, we can defend ourselves against a claim by proving that:
(a) where the Warsaw Convention applies, we took all necessary measures to avoid the damage or that it was impossible for us to take such measures; or
(b) where the Montreal Convention applies, we were not negligent or otherwise at fault.
19.1.3 Passenger delays
In the case of Passenger delay:
(a) where the Warsaw Convention applies, we will be liable for damage except when we can prove that we took all necessary measures to avoid the damage or that it was impossible for us to take such measures; or
(b) where the Montreal Convention applies, we will be liable for damage except when we can prove that we took all measures that could reasonably be required to avoid the damage or that it was impossible for us to take such measures. Our liability under the Montreal Convention is limited to 4,694 SDRs (approximately EUR5,783).
19.1.4 Baggage destruction, loss, damage or delay
Our liability for the destruction, loss of, damage to or delay in the carriage of Baggage, subject to applicable defences, is as follows:
(a) where the Warsaw Convention applies, our liability is limited to 17 SDRs (approximately EUR21) for each kilo of a Passenger's Checked Baggage and 332 SDRs (approximately EUR40) for a Passenger's Cabin Baggage; or
(b) where the Montreal Convention applies, our liability is limited to a total of 1,288 SDRs (approximately EUR1,587) per Passenger for both Checked Baggage and Cabin Baggage together. However, we will only be liable for Cabin Baggage if we were at fault.
19.1.5 Complaints on Baggage
If the Baggage is damaged, delayed, lost or destroyed, the Passenger must write and complain to us as soon as possible, but in any event, in the case of damage to Checked Baggage, it must be within 7 Days, and in the case of delay, it must be within 21 Days, from the date on which the Baggage was placed at the Passenger's disposal.
19.1.6 Liability of contracting and actual Carriers
If the air carrier actually performing the flight is not the same as the contracting air carrier, the Passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket for a particular flight, that air carrier is the contracting air carrier for that flight.
19.1.7 Time limit for action
Any action in court to claim damages must be brought within 2 years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
19.2 EC 261/2004
At Qantas we always aim to get our aircraft away on time. However, there are occasions where this may not be possible. This notification informs you of your rights under European Community Regulation (EC) No 261/2004 in respect of flight compensation and assistance in case of cancellation, long delays or denied boarding of flights of more than 3500kms departing from EU countries or the UK.
When do the rules apply?
The compensation and/or assistance set out in the tables below will apply in respect of:
(a) a flight departing from an airport in the EU or UK;
(b) on which you have a confirmed booking for which a fare has been paid which is available directly or indirectly to the public, or on Tickets issued under a frequent flyer programme or other commercial programme;
(c) when Qantas is the operating Carrier of the flight; and
(d) you have presented yourself for check-in as indicated to you in advance in writing or electronically, or if no time has been indicated to you, not later than 45 minutes before the published departure time.
(a) we reasonably expect your flight to be delayed beyond its scheduled time of departure by four hours or more;
(b) we cancel your flight; or
(c) we deny you boarding except when there are reasonable grounds for doing so, such as reasons of health, safety, security or inadequate travel documentation.
|Compensation||You will receive compensation amounting to EUR600, except when any of the circumstances set out in the Note at the end of this section on cancellation apply to you. To claim your compensation, contact Qantas Customer Care.
|And the choice between
(i) reimbursement within 7 Days of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure on your Ticket, at the earliest opportunity; or
We will offer you free of charge:
(a) meals and refreshments in a reasonable relation to the waiting time; and
(b) two telephone calls, telex or fax message, or e-mails.
In the event of re-routing in connection with your cancelled flight, if the expected time of departure of the new flight is at least the Day after the cancelled flight, we will also offer you:
(c) hotel accommodation in cases:
- where a stay of one or more nights becomes necessary; or
- where a stay additional to that intended by you becomes necessary; and
(d) transport between the airport and place of accommodation (hotel or other).
(A) Your compensation of EUR600 will be reduced by 50% if we are able to offer you an alternative flight under comparable transport conditions, the arrival time of which does not exceed your original scheduled arrival time by four hours or more.
(B) You will not be entitled to any compensation in the following circumstances:
(1) if we have informed you of the cancellation 14 Days or more before your scheduled time of departure;
(2) if we have informed you of the cancellation between 7-13 Days before your scheduled time of departure and have offered you an alternative flight which allows you to depart no more than two hours before your scheduled time of departure and to arrive at your final destination less than four hours after your scheduled arrival time; or
(3) if we have informed you of the cancellation less than 7 Days before your scheduled time of departure and have offered you an alternative flight which allows you to depart no more than one hour before your scheduled time of departure and to reach your final destination less than two hours after your scheduled arrival time.
(C) We will also not pay any compensation to you if the cancellation of your flight has been caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
(a) Customers must contact Qantas Customer Care in the first instance in order to resolve a dispute. However, if the dispute remains unresolved after contacting Customer Care, French customers may contact the Association of European Ombudsman (AME) free of charge in order to gain assistance:
197, Boulevard Saint-Germain
Phone: 09 53 01 02 69
(b) French customers have the right to register on the List of Opposition to Soliciting by Telephone. Details to register can be found at https://conso.bloctel.fr/index.php/inscription.php
See information for the Regulation on the Management of Public Air Transportation Services for Passengers.
Customers must contact Qantas Customer Care in the first instance in order to resolve a dispute. Qantas participates in dispute resolution procedures through the consumer conciliation body for public transport söp (Schlichtungsstelle für den öffentlichen Personenverkehr e.V.).
If the dispute remains unresolved after contacting Customer Care, German customers may contact söp to request assistance:
söp_Schlichtungsstelle für den öffentlichen Personenverkehr e.V.
www.soep-online.deOpens in a new tab or window
Disclaimer: * Reimbursement - As we may need to obtain verification of various details prior to making any reimbursement, we may require a longer period than 7 Days to do this. However, we will provide reimbursement as soon as possible and will use all reasonable endeavours to do so within 7 Days. Reimbursement will be made to the purchaser of the Ticket.
Disclaimer: ^ Final destination means the destination on the Ticket presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight. Alternative connecting flights available shall not be taken into account if the original planned arrival time is respected.
This Notice is required by Regulation EC 261/2004 of the European Parliament and of the Council of the European Union.
National designated body - Each EU Member State has designated a body responsible for the enforcement of the compensation and assistance rules set out in this notice. Contact details are as follows:
For flights departing from the UK:
Passenger Complaints Unit, Civil Aviation Authority
Tel: +44 20 7453 6888
Fax: +44 20 7240 7071