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Price Promise

We know every dollar counts when planning a trip, and the time it can take to find the best fare to get you there.
That's why we offer a Price Promise on Qantas flights booked on qantas.com. Take a look at the steps below to help you make a claim.

How it works

When you book at qantas.com, you can book with confidence knowing that if you purchase an itinerary containing only Qantas flights at qantas.com, and then on the same day find the identical product is available to purchase on any Australian online travel agency website, marketed to consumers located in Australia that is operated by a company with an active ABN or ACNOpens in a new tab or window, for a lower publicly available price, we'll match it. 

It's our promise to you when you make qantas.com your next destination.

To qualify for our Price Promise,

1. The products on qantas.com and the licensed online travel agent website must be identical in all regards which include: Fares that display the exact flights, dates, times and number of passengers that you booked on qantas.com for an itinerary containing only Qantas flight numbers (ticket numbers beginning with 081).

2. Claim form must be submitted by midnight (11:59pm) AEST/AEDT on the same day that you made and paid for your booking on qantas.com 

3. The competing fare is provided by a licensed online travel agent marketed to consumers located in Australia that has a valid ABN or ACNOpens in a new tab or window number.

4. Claims that contain valid screenshots of:

  • The payment page with all fare details. (You do not need to enter your credit card number).
  • Competing website URL address, logo and the fare on a per person basis including passenger types ie Adult, flight details including flight numbers, dates and times. Where available, includes taxes, fare class, fare rules and fare restrictions.
  • The time and dateOpens in a new tab or window of the screen shot which is displayed in the taskbar of your device and this must be taken on the same day afterOpens in a new tab or window the booking was made on qantas.com
  • An image file (jpg or png format).

5. Your qantas.com online booking must originate from Australia and be paid only with Australian Dollars (AUD)Not applicable for frequent flyer point redemptions.

Qantas Price Promise is only applicable to an itinerary containing Qantas flight numbers ie all flights must be a QF flight number.

Price Promise in four easy steps

Submit icon

Submit your claim form

Assess icon

We'll assess your claim

Plane icon

Travel on your flights

Refund icon

Price Promise refund received

How to make a claim

To make a successful claim, you need to provide us with the following:

1. Review the eligibility of your claim and the full Terms and Conditions below. 

2. Submit your claim via the form available below by midnight (11:59PM) AEST/AEDT on the same day that you made and paid for your booking on qantas.com

3. Required information to be able to access and submit the form includes:

4. To complete the form you will also need:

5. For a successful claim to be processed, Qantas must be able to verify the lower online published fare at the time of the claim review and that the lower fare did not exist on qantas.com. If Qantas is unable to verify the lower airfare, it may request additional information and documentation (such as further screenshots). Any such additional information must be submitted promptly. Please keep copies of all such documentation.

6. You'll be notified by email within 3-5 working days whether your claim was successful. 

7. If the claim is successful a refund of the fare difference will be provided to you via the original payment method after travel has been completed.

Note: only one claim can be made for each booking and that claim cannot be resubmitted or amended.

 
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Book now, Pay later and BPAY bookings must be submitted on the day the booking was originally made and not when payment is made in full.

Fulfilling our Price Promise

You'll be notified by email within 3-5 working days whether your claim was successful. 

If your claim is successful, you'll be refunded the price difference between the booking on qantas.com and the booking on the licensed online travel agent's website (excluding any fees such as credit card service fees).

Refund How
Within 10 days after the last departure in the booking
Credit or debit card, PayPal or Zip used to make the booking
Within 6-8 weeks after the last departure in the booking
BPAY used to make the booking - refund via bank account.
Outlines the refund steps and timeframe

Things to know

The Price Promise may be cancelled, modified, restricted or altered at any time without prior notice. The Price Promise terms and conditions in effect at the time that you make a claim will be used to determine whether your claim qualifies or not for the Price Promise. Claims under the Price Promise will not be accepted if, in our opinion or the opinion of the third party responsible for administering the applicable Price Promise, acting reasonably, the claim has occurred as the result of a printing, uploading or other error or is made fraudulently or in bad faith.

Terms and Conditions

  1. Qantas Price Promise applies only to customers who purchase a new airfare on Qantas using the qantas.com website and paid for in full without the use of Frequent Flyer points to offset the total cost.
  2. For a claim to be valid under the qantas.com Price Promise, it must satisfy all of the terms and conditions and be submitted in compliance with the Claim Processing Procedure/Eligibility above.
  3. The comparison fare (including all taxes, fees, charges) must equate to a minimum of AUD 5.00 (per booking) saving versus the same flight itinerary purchased through qantas.com.
  4. The comparison fare must be for the same itinerary/routing, with each sector of the journey flown in the same order, for the same dates and flight numbers, in the same class of travel and for the same type of ticket (including fare rules).
  5. The comparison fare must be 'like for like' and include the same ‘extras’ as the original airfare – including but not limited to free standard seat selection, baggage allowance etc.
  6. The comparison fare must have the same booking and cancellation conditions - note:  some online travel agencies have added restrictions to fares they offer such as not allowing the fare to be put into credit where fares purchased on qantas.com do not have these restrictions.
  7. Claims that contain valid screenshots of: 
    • The payment page with all fare details. (You do not need to enter your credit card number).
    • Competing website URL address, logo and the fare on a per person basis including passenger types ie Adult, flight details including flight numbers, dates and times. Where available, includes taxes, fare class, fare rules and fare restrictions.
    • The time and date of the screen shot which is displayed in the taskbar of your device and this must be taken on the same day after the booking was made on qantas.com
    • An image file (jpg or png format).
  8. Price Promise does not apply to:
    • Bookings paid in part or full with a Flight Credit or with Qantas Points.
    • New bookings made via Qantas Webchat or a Contact Centre team member.
    • Cancelled bookings, such as a booking placed into a Flight Credit.
    • Itinerary containing flights operated by carriers other than Qantas.
    • Lower fares found on qantas.com
    • Any bookings made via the Qantas Business Rewards website.
    • Fares as part of a package.
    • Fares quoted on websites which do not have the capability to service customers bookings themselves, (for example, websites that link through to a third party's website/meta-search engines eg Google Flights etc). 
    • Fares not available to the general public and include, but are not limited to, wholesaler or consolidator fares, corporate, military, government, contract, closed user group (that require an access code or login) or other discounted fares.
    • Special negotiated fares such as travel agent, staff, corporate or membership rates or rates that are only available to people who have subscribed to or become a member of a website. 
    • Unauthorised resellers, for example, eBay.
    • Fares discounted by means other than money, for example, use of coupons or promo codes including when the fare has a discount applied by an online travel agent.
    • Fares offered under any promotion with a third party.
    • Fares that are lower as a result of an error by the retailer (eg misquoted prices).
    • Fares on a website not marketed to consumers located in Australia that is not operated by a company with an active ABN or ACNOpens in a new tab or window
    • Bookings where the first point of departure is outside of Australia.
  9. Qantas Price Promise only applies to itinerary containing only Qantas flights ie all the flights must be a QF flight number
  10. Bookings containing multiple passengers and paid for in full at qantas.com must be submitted as one claim only. I.e. separate claims for each passenger within a single booking will not be accepted. A resubmission of a claim will also not be accepted – a claim cannot be amended or resubmitted.
  11. Qantas reserves the right to deny any claims that cannot be reasonably verified, which are due to third party fare pricing errors, or for which incomplete information has been provided.
  12. The refund of the difference between the cost of the airfare purchased on qantas.com, and the total cost of the comparison fare, is the amount that will be refunded against a successful claim (excluding any service or credit card fees) .
  13. Qantas reserves the right to verify evidence of the comparison fare being submitted under the Price Promise claim.
  14. Comparisons will be made based on the same payment type as used on qantas.com for payment.
  15. Qantas reserves the right to reject a claim if it is reasonably unable to identify that the comparison fare was available in accordance with the Qantas Price Promise Terms & Conditions.

Examples of products included for comparison

To be eligible for our price promise, the products compared must be identical in all regards. These may include:

Qantas Product Summary
24/7 free phone support Customers are able to contact us through their local Qantas office without charge
Free flight / booking notifications Receiving information such as booking references and flight notifications (email and SMS) are always free for Qantas customers on qantas.com
Cabin and checked baggage
All Qantas fares include cabin and checked baggage
Service fees Online travel agents may charge service fees in addition to the standard fees that may be applicable to the selected fare. There are no service fees charged when booking on qantas.com
Fare inclusions Some online travel agents charge for products or features that may not be offered, or come at an additional cost to you ie standard seat selection
Outlines the examples of inclusions

Submit your claim

Complete the form to submit your claim.

Before submitting your documents, ensure your booking qualifies for our Price Promise

Personal information collection notice

By submitting your Personal Information via this form, you acknowledge that Qantas will use your Personal Information to identify, manage and contact you regarding your Price Promise claim with Qantas. For more information on how we handle your Personal Information, refer to our Privacy Policy