Compensation and Refunds

Information about Compensation and Refunds in case of delay, cancellation or overbooking.

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Delay or cancellation

We are committed to getting you to your destination on time, however, sometimes bad weather, natural disasters, technical problems, operational and other issues can cause flight delays and cancellations. Your safety is always our first priority and while we will try our best to provide our service in accordance with the estimated departure and arrival time of your flight, flight times are not guaranteed.

We are committed to providing you with the highest levels of customer service including by looking after you if things don’t go as planned. We will provide you with assistance as set out below in the event of a delay or cancellation. Depending on the circumstances, this may include a refund and/or other compensation.

You may also have a statutory right to a remedy (including a refund and/or compensation) under the Australian Consumer Law. In Australia, the Australian Consumer Law contains consumer guarantees which provide consumers with a basic, guaranteed level of protection for goods and services that they acquire. 

For international travel you may have rights under the Warsaw or Montreal Convention. Please see our Conditions of Carriage for more information.

If a delay or cancellation occurs within 72 hours of the scheduled departure time, we will re-book you on the next available Qantas flight at no additional cost to you. Alternatively, you may be entitled to a refund (further information set out below). 

For all Australian domestic flights and international flights from Australia, we will also provide you with the following assistance:

Delay or cancellation within our control*

Away from home airport

The amounts and timings of the refund or reimbursement fee when delayed away from home airport
Time Arranged by Meal voucher Transfers Accommodation
2+ hours Qantas Yes No No
Overnight (new departure within 12 hours of original departure) Qantas A$30 or local equivalent value per person inclusion in accommodation Yes Yes
Customer A$30 or local equivalent value per person reimbursement (receipts required) A$200 or local equivalent reimbursement (receipts required)
Overnight (new departure over 12 hours of original departure) Qantas A$50 or local equivalent value per person inclusion in accommodation Yes Yes
Customer A$50 or local equivalent value per person reimbursement (receipts required) A$200 or local equivalent reimbursement (receipts required)

At home airport

The amounts and timings of the refund or reimbursement fee when delayed at home airport
Time Arranged by Meal voucher Transfers Accommodation
2+ hours Qantas Yes No No
Overnight (new departure within or over 12 hours of original departure) Qantas or Customer No Cab charge No

Delay or cancellation outside our control*

Away from home airport

Outline the amount and timing delay refunds and reimbursement when away from home outside our control
Time Arranged by Meal Voucher Transfers Accommodation
Overnight Qantas No No Yes - one night only
Customer No No A$200 or local reimbursement (receipt required)

At home airport

Outline the amount and timing delay refunds and reimbursement when away from home outside our control
Time Arranged by Meal Voucher Transfers Accommodation
Overnight Qantas or Customer No No No

Commercial overbooking

We take the utmost care in managing each flight, but on rare occasions a flight may be overbooked and we may need to seek a volunteer to change to another flight. If there are no volunteers, we will choose passengers to change to another flight. If this happens to you, and you arrived on time for your confirmed flight with all required documentation, we will re-book you on the next available Qantas flight and provide you with the assistance (in accordance with the above table for a delay or cancellation within our control). If you are flying internationally and the next available flight departs over 4 hours after your scheduled departure time, you will also be given a Qantas travel voucher.

Refunds for delays, cancellations and overbooking

Customers are entitled to a refund in the following situations:

  • If we cancel your flight and we cannot offer you suitable alternative arrangements.
  • If we delay your flight to the extent that you have to cancel your travel.
  • If we make a significant change# to the scheduled flight time and we are unable to book you on an alternative flight that is acceptable to you. 
  • If we cause you to miss a connecting Qantas flight on which you have a confirmed reservation. 
  • If we are unable to carry you and you have a confirmed reservation.

Claiming a refund

If you wish to claim a refund, please contact Customer Care. If you are entitled to a refund, the refund will be equal to the fare paid if no part of the ticket is used. If part of the ticket is used, the refund will be equal to the difference between the fare paid and the fare that would have been payable if booked for the travel taken.

You may also have a statutory right to a remedy (including a refund and/or compensation) under the Australian Consumer Law

Important information

* Delays or cancellations within our control include: 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.

^ Delays or cancellation outside our control include: weather events, air traffic control issues, industrial action by a third party, security issues or any other unusual or unforeseen circumstances which we cannot control and the consequences of which we could not have avoided.

# A significant change means a change that significantly impacts you and your travel plans.