Qantas Conditions of Carriage, International Passenger Rules and Fares Tariff

Read our Conditions of Carriage, plus find out information relating to the International Passenger Rules and Fares Tariff.

Conditions of Carriage

Carriage is subject to Qantas' full Conditions of Carriage.

Tariff

A tariff is an official document that an air carrier files with a government agency to provide information about its fares and services. As required by law, Qantas is making available for inspection on this website Sections I through V of the International Passenger Rules and Fares Tariff No. IPR-2 that Qantas and various other carriers have filed with the Canadian Transportation Agency and the US Department of Transportation.

You may download PDF versions of Sections I though V of the tariff by clicking on the corresponding links below.*

International Passenger Rules and Fares Tariff No. IPR-2, NTA(A) No. 210, CAB No. 376

Note that tariffs are subject to change without notice. In the event of any inconsistency between the tariff and the Conditions of Carriage and policies set out at qantas.com, the Conditions of Carriage and policies apply.

Your rights under the Canadian Air Passenger Protection Regulations

Notice

If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website

Si l’embarquement vous est refusé, ou si votre vol est annulé ou retardé d’au moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada.

Delay and 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.

In the event of a delay or cancellation, Qantas will provide you with information and assistance as set out below. Depending on the circumstances, you may also be entitled to a refund and/or compensation.

You may also have a statutory right to a remedy (including a refund and/or compensation) under applicable laws and/or the Warsaw or Montreal Convention. Please see the Qantas Conditions of Carriage for more information.

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

Delay or cancellation within our control

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.

Away from home airport
Time Arranged by Meal voucher Transfer Accommodation
2+ hours Qantas Yes No No
Delays including an overnight and new departure time is within 12 hours from original STD  Qantas CAD$30 or local equivalent value per person inclusion in accommodation Yes Yes
Customer CAD$30 or local equivalent value per person reimbursement (receipts required) CAD$180 per night or local equivalent value per room booked reimbursement (receipts required)
Delays including an overnight and new departure time is within 24 hours from original STD  Qantas CAD$45 or local equivalent value per person inclusion in accommodation Yes Yes
Customer CAD$45 or local equivalent value per person reimbursement (receipts required) CAD$180 per night or local equivalent value per room booked reimbursement (receipts required)
All other overnight delays Qantas CAD$70 or local equivalent value per person inclusion in accommodation Yes Yes
Customer CAD$70 or local equivalent value per person reimbursement (receipts required) CAD$180 per night or local equivalent value per room booked reimbursement (receipts required)
At home airport
Time Arranged by Meal voucher Transfer Accommodation
2+ hours Qantas Yes No No
Overnight (new departure within or more than 12 hours after original departure) Qantas or Customer No Cab charge No

Delay or cancellation outside our 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.

Away from home airport
Time Arranged by Meal voucher Transfer Accommodation
Overnight Qantas No No Yes - one night only
Customer No No CAD$180 or local equivalent value per room booked reimbursement (receipts required)
At home airport
Time Arranged by Meal voucher Transfer Accommodation
Overnight Qantas or Customer No No No

Refunds for delays and cancellations

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; or
  • if we make a significant change (meaning a change that can significantly impact you and our travel plans) 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.  

Claiming a refund

If you wish to claim a refund, you should contact Qantas Customer Care.  If you 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 applicable laws.  

Tarmac delays

If a flight operated by Qantas to or from Canada is delayed on the tarmac after passengers have boarded the aircraft, or after the flight has landed at its destination, Qantas will provide passengers with the following:

  • access to operable toilets (unless it is unsafe to do so);
  • proper ventilation and cooling of the aircraft;
  • the ability to communicate with people outside the aircraft, if it is feasible to do so;
  • food and water if the delay extends to two hours or more;
  • urgent medical assistance if required.

If a flight operated by Qantas is delayed on a tarmac at an airport in Canada, Qantas will also give passengers:

  • if the delay is on departure after the doors have closed - the ability to get off the aircraft three hours after the aircraft doors have closed for take-off; or
  • if the delay is on arrival - the ability to get off the aircraft three hours after the flight landed in Canada (or earlier if feasible),

unless this is not possible for reasons related to safety and security or air traffic or customs control.

Qantas will also provide customers with notifications regarding the status of the delay, and the reasons for the delay every 30 minutes (if known).

Denied boarding

At Qantas we always aim to get our aircraft away on time and carry our customers as booked. However, there are occasions where this may not be possible.

Denied boarding occurs when a passenger has a valid ticket for a flight, but is not allowed to occupy a seat on board the aircraft because the number of passengers who have checked in and are at the gate on time is greater than the number of available seats that can be occupied. This includes denied boarding due to over sales and due to a smaller capacity aircraft being substituted (aircraft downgrade).

This policy does not apply to other reasons for refusal to transport, including for health, safety or security reasons, for failing to follow carrier rules or instructions, because a passenger does not have appropriate travel documents, or because the passenger has failed to respect check-in and departure gate cut-off time limits.

In case of denied boarding, Qantas will provide the compensation and assistance in the tables below if:

  • the flight is operated by Qantas; and
  • the flight is to, from or within Canada; and
  • you have a fully paid and confirmed reservation for a fare which is available directly or indirectly to the public (passengers travelling on staff or industry fares are not covered); and
  • you have a valid ticket for the flight and 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. 

Voluntary denied boarding

Before we deny anyone boarding for a flight, we will call for volunteers from all confirmed passengers to surrender their reservations in return for benefits under conditions to be agreed. We will provide you with a letter confirming the benefits agreed to prior to departure of the flight. We will also refund any unused ancillary fees paid for optional services.

Involuntary denied boarding

If an insufficient number of volunteers come forward and we deny you boarding, we will provide you with the assistance, compensation and prescribed notice stated in the Canadian Air Passenger Protection Regulations: SOR/2019-150, which will vary depending on whether the denied boarding is (i) due to a situation outside our control; (ii) a situation within our control but required for safety reasons; or (iii) a situation within our control and not required for safety reasons. 

Situations within our control and not required for safety reasons

Information

We will provide you with information regarding the reasons for denial of boarding, any ‎compensation that you may be entitled to, the assistance that you are entitled to receive, and any recourse that affected passengers may have against us, including to the Canadian Transportation Agency.

Compensation

We will provide you with the following compensation:

Passenger arrives at the destination indicated on their original ticket within the following times relative to the arrival time of the original flight

Less than 6 hours 6 hours or more but less than 9 hours 9 hours or more
CAD$900 CAD$1800 CAD$2400

We will also refund all unused ancillary fees paid for optional services. Refunds will be made to your original form of payment.

Compensation will be in the form of money, unless you agree to compensation in another form.

If compensation is provided in monetary form, it will be paid by cash, cheque bank draft or electronic bank transfer on the day and the place of denied boarding. If we arrange alternative transportation which departs before payment can be made, we will make payment within 48 hours of the denial of boarding. 

Assistance

We will also offer you the following assistance (free of charge):

(a)   Meals and refreshments in reasonable quantities relative to the waiting time and location of airport;

(b)   Hotel or comparable accommodation if you are away from home in cases:

  • Where a stay of one or two nights becomes necessary; or
  • Where a stay additional to that intended by you becomes necessary;

(c)   Transport between the airport and place of accommodation; and

(d)   Two telephone calls or emails.

Rerouting

(a)   In addition to the compensation and assistance referred to above, we will provide you a confirmed reservation on our next available flight, or on a flight operated by a carrier with whom we have an arrangement, travelling on a reasonable route to your final destination or first stop-over, that is departing within 9 hours of the departure time indicated in your original itinerary.  Final destination means the destination of the flight from which you are offloaded, or in the case of directly connecting flights, the destination of the last flight on your ticket. Where we can re-route in time for your connecting flight, no alternative connection will be provided.

(b)   If we cannot provide you with a confirmed reservation as described above, we will provide you with a confirmed reservation on a flight operated by another air carrier travelling on a reasonable route to your destination or first stop-over, that is departing within 48 hours of the departure time indicated in your original itinerary.

(c)   If it is not possible for us to provide you with a confirmed reservation on either our own flight or on a flight operated by another air carrier, we will provide you with

                    (i)        a confirmed reservation on a flight operated by us or any other carrier that is departing from another airport that is within a reasonable distance of the airport you are located at, and travelling on a reasonable route to your destination or first stop-over; and

                   (ii)        transportation to such other airport.

(d)   To the extent possible, the alternate flights described above will be provided under comparable transport conditions to your original ticket. If you are downgraded to a lower cabin (for example, from Business to Economy), we will refund you the difference in cost for the applicable portion of the original ticket. If you are seated in a higher cabin, you will not be required to make any additional payments. 

Refund

(a)   If the alternate travel arrangements provided by us no longer serves any purpose in relation to your original travel plan, you may request a refund for your ticket. The refund will be provided to the person who paid for the ticket for the part or parts of the journey not made, at the price at which it was purchased, and by the same method by which the ticket was originally purchased.

(b)   In addition, in the event you are not at your first point of departure on your original ticket, we will arrange at our cost a return flight to the first point of departure on your ticket, at the earliest opportunity.

Situations within our control but required for safety reasons

If the denied boarding is within our control, but required for safety, we will offer you the assistance outlined above, but you are not entitled to compensation.

Situations outside our control

If the denied boarding is for reasons beyond our control, you will not be entitled to the assistance and compensation outlined above. However, we will notify you of the reasons for the denied boarding and recourse available, including to the Canadian Transportation Agency.

Rerouting

(a)   We will provide you a confirmed reservation on our next available flight, or on a flight operated by a carrier with whom we have an arrangement, travelling on a reasonable route to your final destination or first stop-over, that is departing within 48 hours of the end of the event that caused the denial of boarding. Final destination means the destination of the flight from which you are offloaded, or in the case of directly connecting flights, the destination of the last flight on your ticket. Where we can re-route in time for your connecting flight, no alternative connection will be provided.

(b)   If we cannot provide you with a confirmed reservation as described above, we will provide you with a confirmed reservation on a flight operated by another air carrier travelling on a reasonable route to your destination or first stop-over, that is departing from the airport you are located at, or another airport that is within a reasonable distance of the airport you are located at. If the new departure is from another airport, we will provide you with transportation to such airport.

Delayed, lost or damaged baggage

Delayed baggage

If your checked baggage is not available on arrival, head to the local airport baggage services counter as soon as possible to lodge a Property Irregularity Report (PIR) directly with the airline that operated your flight.

If your bags were checked through for multiple flights and your final airline operator wasn’t Qantas, you’ll need to lodge your report with the airline that operated your final flight.

Damaged checked baggage

If your checked baggage is damaged, proceed to the airport baggage services counter to lodge a damaged baggage report prior to leaving the airport.

If the airline that operated your final flight is not Qantas, you’ll need to lodge a report directly with that airline.

Qantas is not liable for damage that occurs due to an inherent defect, quality or vice of the baggage or due to wear and tear, such as:

  • cuts, scratches and dents
  • external items missing from bag, i.e. locks, straps or name tags
  • damage as a result of over-packing
  • items unsuitably packed for transportation (this includes sporting equipment and musical instruments)
  • fragile, valuable or perishable items except to the extent required by law.

On journeys where you arrive, transit or depart from an airport in the USA, the TSA may inspect your baggage. Qantas is not liable for any damage caused by the TSA inspections. 

Time limits for reporting/claiming delayed, lost or damaged baggage

There are strict time limits for reporting that your baggage has been damaged, delayed or lost. Please report your delayed or damaged checked baggage in person at the airport or online via Qantas Customer Care as soon as possible and no later than the time limits set out below. If you delay making your report, Qantas may not be liable.

For international trips

Baggage condition Time limit
Damage to an item of checked baggage Within 7 days after receipt of the item.
Delay of an item of checked baggage Within 21 days from the date the baggage is made available to you
Loss of an item of checked baggage If your baggage has not been located after 21 days, submit a lost baggage claim (PDF) online via Qantas Customer Care.

Baggage liability limits

Qantas’ liability is limited in accordance with the relevant laws and international conventions governing air travel and as set out in our Conditions of Carriage

If your bag is delayed, lost or damaged on international travel to or from Canada (including domestic travel as part of an international itinerary), Qantas will provide you with the following amounts (as applicable):

  • any fees paid for that baggage (e.g. additional baggage allowance or excess baggage fees); and
  • where the Montreal Convention (1999) applies – the compensation payable under the Montreal Convention (1999) up to a maximum of 1,131 Special Drawing Rights (approximately 2,056 CAD as at 3 June 2019) cumulative for both Checked Baggage and Cabin Baggage.

Exceptions may apply. Please see our Conditions of Carriage.

Musical instruments

A musical instrument in its hard-shell case that weighs no more than 7kgs and doesn’t exceed the maximum dimensions for musical instruments, can be taken as carry-on baggage and must be placed in the overhead locker. The maximum dimension for a musical instrument is 142cm = 85cm +34cm +23cm.

If its total linear dimensions are 105cm or less, then it will be equivalent to a 105cm bag, using the carry-on baggage calculation. If its total linear dimensions are between 105cm and 142cm then it will be considered as equivalent to a 115cm bag using the carry-on baggage calculation.

Please measure your musical instrument before arriving at the airport. A small musical instrument (for example, most violins) usually fit within the musical instrument allowance. Larger musical instruments (for example, most guitars) don't fit within the musical instrument allowance, and must be checked in. Alternatively, you can purchase an extra seat and carry it as a ‘bulky item’. Further information regarding carriage of bulky items can be found here

We recommend arriving promptly to board your flight to ensure you can place your musical instrument safely in an overhead locker. 

There are no restrictions with respect to quantity, as long as the musical instrument(s) fit within your baggage allowance.

If the musical instrument(s) exceed your baggage allowance, you may purchase an additional baggage allowance in advance at the time of booking or after flight purchase via manage booking.

If there is no space left in the overhead locker, your musical instrument(s) will be checked-in as checked baggage allowance.

If there is a change of aircraft and insufficient space to carry the musical instrument(s) in the cabin, it will be checked in.

More information about Canada baggage allowance and service fees can be found here.

Seating of children

Qantas strives to seat families together whenever possible. To select your seats after you've booked, visit Manage booking. Standard seat selection is free for selected travellers on international flights. Please note, while we try to accommodate your seating need or choice, we do not guarantee you any particular seat. Visit seat selection for more information on seating and charges.

All infants booked online are booked without a seat and must travel either in the lap of the adult travelling with them or be placed in the bassinet if available when permitted during flight. This also means that there is a limit of one infant per adult booked online. If you wish to book an infant with a seat or book travel that involves more infants than adults, please contact us to make your booking. When more than one infant travels with one adult, each additional infant must occupy a seat and be able to sit upright without assistance or travel in an approved child car seat or restraint

Please be aware that you’ll also need to confirm directly with any other airlines operating flights on your booking their policies in relation to infants occupying a seat and ensure you comply with them.

For international services, infants must have their own ticket. All infants booked with a seat must have their own ticket.

As bassinets are limited, please ensure that you request this at the time of booking. Bassinets on Qantas flights are approximately 71cm long, 31cm wide, 26cm deep, and have a weight limitation of 11 kg. If your infant is too large for a bassinet and is travelling on a parent's ticket, then they must be nursed.

If you're making a booking and your infant hasn't been born yet, just make the booking for your own travel and contact your local Qantas office once the baby is born to add their name to the booking.

Questions and complaints

If you have any questions or complaints regarding your rights under the Canadian Air Passenger Protection Regulations, we request that you contact Qantas directly in the first instance.

You can contact Qantas by:

  • submitting feedback online via Qantas Customer Care; or
  • calling Qantas Customer Care on 1300 659 161 or +612 8222 2532 if calling from outside Australia.

You can also contact the Canadian Transportation Agency. For more information, visit the Canadian Transportation Authority website

Important information

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