Temporary inflight and airport service changes

Due to government restrictions, a reduction in travel demand and health advice associated with the Coronavirus (COVID-19), and to ensure safety of our customers and our people, we've had to temporarily minimise our usual customer product and service offering.

Last updated: 19 May 2020

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


Domestic Australian flights

We're now asking customers travelling on domestic flights to complete check-in before arriving at the airport as this minimises gathering at check-in kiosks and service desks. In nearly all cases you can check-in for your flight and receive your boarding pass via your mobile device – using either qantas.com or the Qantas app.

If you’re a Qantas Frequent Flyer and have a Q Bag Tag, you can use this to tag any baggage you may want to check in, avoiding a kiosk or service desk entirely. If you don’t have a Q Bag Tag, you’ll still be able to print baggage tags at a kiosk after you’ve checked in online.

If you’ve checked in online and have any questions or problems, one of our Customer Service Agents will be able assist you at the airport.

International flights

If you're travelling on an international flight, we also ask you to check-in online before you arrive at the airport. This will minimise the time spent near other travellers.

If you’ve checked in online and have any questions or problems, one of our Customer Service Agents will be able assist you at the airport.

Inflight services

Food and beverage services

We’re making some temporary changes to our inflight service by adjusting food and beverage services on flights. We'll no longer be serving meals on domestic or regional flights. Additionally, special meals will not be available for both international and domestic services. Our crew will continue to offer a complimentary bottle of water and a snack on these services. 

Should you wish to bring food and non-alcoholic drinks for your flight, you’re also welcome to do so. Note: as galley storage space will be restricted, items you bring will need to be stored in your carry-on baggage. Drinks you choose to bring will also need to comply with powders, liquids, aerosols and gels screening requirements on international flights.

Inflight entertainment and onboard Wi-Fi

We’re temporarily pausing our inflight entertainment and wi-fi services, including the onboard magazine Spirit of Australia. We recommend you bring alternative material for your entertainment, particularly on longer flights.

Lounge closures and access extensions

All Qantas International First, Qantas International and Domestic Business, Qantas Club and Regional lounges are closed. In addition, all international lounges operated by partner airlines for Qantas passengers are also closed.

Due to these lounge closures, we’ll be offering flexibility to our members by applying an automatic six-month extension to eligible paid Qantas Club memberships and complimentary lounge invitations that were active as at 23 March 2020. 

We know that access to our lounges is an important part of your journey, so we are looking at how we reintroduce these as domestic travel resumes to ensure enjoyable travel experiences while maintaining the highest level of health and safety. Once re-opened, you’ll notice temporary changes to Qantas Lounges, including increased physical distancing, hand sanitising stations, enhanced disinfection of surfaces and changes to food and drink service.

For more information, refer to Qantas Club Membership and Lounge Invitations Extensions.

Domestic airport meeting rooms

All Qantas Meeting Rooms are closed until further notice.

Valet parking

All Qantas Valet locations are closed until further notice.

Fly Well

If you’re flying in the weeks ahead, we want to reassure you that we take your health seriously and are taking additional precautions so you can fly well when you fly with Qantas.

For more information, refer to Fly Well.