Booking changes and other options

We want to provide our customers with as much certainty and flexibility as we can. If your travel plans have been impacted, read on to find out how we can help.

Last updated: 24 September 2020

If we’ve cancelled your Qantas flight, we'll rebook you on the next available flight to your booked destination (if possible), at no additional cost to you. Alternatively, you can choose a flight credit or a refund. You won’t be charged any change or cancellation fees. We’ll be contacting anyone whose flight has been impacted as soon as possible.

       

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Due to high demand, we're experiencing some delays in call wait times and the processing of flight credits, refunds and other options.

If your flights were booked through a travel agency or third-party website, contact these companies directly for assistance.

Also, check Manage Booking or flight status for the most up-to-date information on your flights.

On this page

Travel agent or third-party website bookings

If your flights were booked through a travel agency or third-party website (for example Webjet or Booking.com), contact these companies directly to discuss your options.

Flights cancelled by us

Australian domestic flights

If we’ve cancelled your Qantas flight, including your Classic Flight Reward booking, wait to hear from us before changing your booking. We'll rebook you on the next available flight to your booked destination (if possible), at no additional cost to you. Alternatively, you can choose a flight credit or a refund. You won’t be charged any change or cancellation fees. We’ll be contacting anyone whose flight has been impacted as soon as possible. 

International flights

Our regular pre-COVID-19 international network is unlikely to return until at least July 2021.

Because the situation is constantly evolving and may change rapidly, we haven't, at this stage, made a decision to cancel international flights after October 2020.

Whether you’re travelling this year or next, we understand that you'd like to know how your travel plans will be affected. Our network is reviewed on an ongoing basis and decisions to cancel flights for future travel dates are made in stages, in response to various factors impacting travel.

This means that customers who have booked a flight in late 2020 or 2021 may not know the status of their flight until closer to their travel dates. We know this is frustrating, however, we don’t want to cancel flights that we may be able to operate.

Rest assured that if we decide to cancel your flight, we’ll contact you as soon as possible in relation to your options, including a refund. You don’t need to do anything, and you won’t be charged any cancellation fees.

Alternatively, you can choose to cancel your flight yourself. However, if you do, you may be charged a cancellation fee in accordance with your fare rules.

Changes to domestic Australian and trans-Tasman travel plans

Some Australian states and territories have introduced measures, including additional health and safety protocols, in response to Coronavirus that may impact interstate travel.

Before travel, ensure you check the latest government travel requirements, which may include mandatory health declarations, use of face masks, entry permits, pre-approval and quarantine (possibly at your own expense), or you could be denied entry.

If your travel plans are affected by border restrictions, contact your local Qantas office to discuss your options.

Flights on or before 31 October 2020

If you're due to travel on a Qantas flight and wish to change your plans, you can cancel your booking and retain the full value as a flight credit. 

  • Request your Flight Credit before your scheduled date of departure.
  • Then book and travel by 31 December 2022.
  • When you’re ready to rebook, you’ll need to cover any change fee and any fare increase in your new booking, if applicable.

Plus, if your original booking was made before 30 April 2020 for travel on a Qantas flight between 31 January and 31 October 2020, you're eligible to use your flight credit for multiple bookings. Just book your Qantas flights and ensure all travel is completed before 31 December 2022. If you don’t use the full value of your Flight Credit in one transaction, we’ll issue you a new Flight Credit with the same expiry date.

Find out more information on the terms and conditions that apply when using your Flight Credits.

Flights after 31 October 2020

If your plans have changed or you no longer wish to travel, visit Manage Booking to change your travel dates, or cancel your flight and request a flight credit to use the value towards a future flight. 

  • Your flight credit is valid for booking and travel within 12 months from your original booking date.
  • Our standard fare rules apply, so you may be charged a change or cancellation fee. 
  • You’ll also need to cover any fare increase in your new booking, if applicable. 

To check your fare conditions for change and cancellation information, enter your last name and booking reference at Manage booking, then move down to the flight section.

Changes to international travel plans

Flights on or before 31 October 2020

If you're due to travel on a Qantas flight and wish to change your plans, you can cancel your booking and retain the full value as a flight credit. 

  • Request your Flight Credit before your scheduled date of departure.
  • Then book and travel by 31 December 2022.
  • When you’re ready to rebook, you’ll need to cover any change fee and any fare increase in your new booking, if applicable.

Plus, if your original booking was made before 30 April 2020 for travel on a Qantas flight between 31 January and 31 October 2020, you're eligible to use your flight credit for multiple bookings. Just book your Qantas flights and ensure all travel is completed before 31 December 2022. If you don’t use the full value of your Flight Credit in one transaction, we’ll issue you a new Flight Credit with the same expiry date.

Find out more information on the terms and conditions that apply when using your Flight Credits.

Flights after 31 October 2020

If your plans have changed or you no longer wish to travel, visit Manage Booking to change your travel dates, or cancel your flight and request a flight credit to use the value towards a future flight. 

  • Your flight credit is valid for booking and travel within 12 months from your original booking date.
  • Our standard fare rules apply, so you may be charged a change or cancellation fee. 
  • You’ll also need to cover any fare increase in your new booking, if applicable. 

To check your fare conditions for change and cancellation information, enter your last name and booking reference at Manage booking, then move down to the flight section.

Flexible Classic Flight Rewards

Changes on or before 31 January 2021

If you have a Classic Flight Reward booking (using Qantas Points) and wish to change your date of travel, you can do so by 31 January 2021 and we’ll waive the change fee.

If you have a Classic Flight Reward booking (using Qantas Points) and wish to cancel your trip, you can do so by 31 January 2021 and we’ll waive the cancellation fee. The total Qantas Points used and any taxes, fees and carrier charges paid will be refunded.

This waiver applies to itineraries that consist only of Classic Flight Rewards. If you combine a Classic Flight Reward with a non-Classic Flight Reward fare, this waiver won’t apply.

Visit Flexible Classic Flight Rewards for more information.

Changes after 31 January 2021

If you have a Classic Flight Reward booking (using Qantas Points) you can change your plans, or cancel your booking.

Our standard fare rules apply, so you may be charged a change or cancellation fee. If you cancel your booking, the total Qantas Points used and any taxes, fees and carrier charges paid will be refunded, less any change or cancellation fees.

If your flight has been changed or cancelled by us, you won’t incur any fees.

Fly flexible - offer extended

To ensure you can book with confidence, we've extended our flight flexibility offer for our Australian domestic network.

  • Book any Australian domestic flight between 21 May 2020 and 31 January 2021
  • For travel between 12 June 2020 and 31 January 2021

If you decide to change the date of your travel, we’ll waive the change fee one time. You'll need to change your flight before your scheduled date of departure. When you’re ready to rebook, you’ll also need to cover any fare increase for your new flight, if applicable.

Visit Fly Flexible for further information.

How to request a flight credit

Manage your booking steps

1. Go to Manage booking (see below).

2. Enter your booking reference and last name in the relevant fields to access your booking information.

3. Scroll down to the 'Flights' heading or click 'Flight details' on the left-hand navigation to see your flight details.

4. Click 'Cancel/Voucher' on the right-hand side.

5. Accept the 'terms and conditions'.

You'll receive a confirmation email to the email address contained in your booking once your flight credit has been processed and is ready to redeem.

Manage booking

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