Inflight and airport services
Due to government restrictions, a reduction in travel demand and health advice associated with the COVID-19, we've had to make some changes to our customer product and service offering.
Last updated: 19 August 2021
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.
On this page
We're asking customers 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 when flying within Australia, 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.
We’ve updated our Qantas Dining experience.
Should you wish to bring additional food and non-alcoholic drinks for your flight, you’re welcome to do so. Note: as galley storage space is 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 any powders, liquids, aerosols and gels screening requirements where applicable.
Dietary Required Meals
We’ve updated our Dietary Required Meals.
- Request your Dietary Required Meal a minimum of 24 hours before your scheduled flight departure.
- Request your Kosher meal a minimum of 36 hours before your scheduled flight departure.
To keep you connected inflight, in partnership with Viasat, we're progressively switching back on our fast and free Inflight Wi-Fi across our domestic B737 and A330-200 fleets. We recommend you bring your own personal smartphone or tablet to access our inflight Wi-Fi service.
You may still wish to bring alternative material for your entertainment while we are reactivating this service.
Our inflight entertainment service, including the Qantas Entertainment app, is available on selected flights. We recommend you bring alternative material for your entertainment, or use your smartphone or tablet to connect to our inflight Wi-Fi on selected Australian domestic flights. Our onboard magazine Spirit of Australia is currently only available digitally.
We’re making some temporary changes on international flights and will be offering you a simplified meal service.
You'll be offered a hot meal and a complimentary bottle of water.
You'll be offered a hot meal and a complimentary bottle of water.
For trans-Tasman flights, inflight entertainment is being progressively rolled out. We recommend you bring alternative material for your entertainment. The onboard magazine Spirit of Australia is currently only available digitally.
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.
We’ve introduced a number of health and safety measures in airport and onboard including face masks, to give you peace-of-mind at each point of your journey.
We’ll also supply you with a Fly Well pack – in this pack you’ll find a face mask and sanitising wipes. Additional sanitising wipes are available on request.
If you're feeling unwell and experiencing COVID-19 symptoms in the week leading up to your flight, you should defer your travel plans.
For more information, refer to Fly Well.
We know that access to our lounges is an important part of your journey, and we’ve re-opened some Australian domestic and international Qantas operated lounges following the easing of travel and venue capacity restrictions.
This information is correct as at 19 August 2021 and subject to change without notice due to operational requirements or government restrictions.
|Qantas Business lounges||Brisbane and Perth|
|Qantas Club lounges||Adelaide, Alice Springs, Brisbane, Broome, Cairns, Coffs Harbour, Darwin, Devonport, Emerald, Gladstone, Hobart, Kalgoorlie, Karratha, Launceston, Mackay, Perth and Townsville|
||Adelaide, Brisbane and Perth|
|Air New Zealand lounges||Auckland, Christchurch, Queenstown and Wellington|
|Qantas Business lounges||Canberra, Melbourne and Sydney|
|Qantas Club lounges||Canberra, Gold Coast, Melbourne, Port Hedland, Rockhampton, Sydney and Tamworth|
|Chairmans lounges||Canberra, Melbourne and Sydney|
|International lounges||Qantas International First and International Business lounges. All international lounges operated by partner airlines for Qantas passengers, excluding selected Air New Zealand lounges in New Zealand as indicated above.|
Lounge access eligibility conditions apply.
- Lounge opening hours differ per airport location, and are generally accessible one hour before each Qantas operated service until the last Qantas departure. For more details on lounge opening hours, view the specific lounge information page.
- Due to State and Territory specific restrictions on indoor gatherings, there is a limit on the number of customers in a lounge at any one time. When the lounge has reached capacity, it will temporarily be closed and you and your guest/s will be invited to return at a specific time once capacity is expected to ease, depending on upcoming flight departures.
- If a Qantas Club lounge is closed and a Business lounge is open in that same airport, you’ll be able to access the Business lounge if capacity limits haven’t been met.
- If you’re travelling from Australia to New Zealand in Business, or if you’re a Platinum One, Platinum, Gold Frequent Flyer or Qantas Club member, you’re invited to visit the Sydney or Melbourne First lounge until the Business lounges reopen.
- If you’re travelling from New Zealand to Australia in Business, or if you’re a Platinum One, Platinum, Gold Frequent Flyer or Qantas Club member, you can access selected Air New Zealand lounges.
Following the easing of travel and venue capacity restrictions and as flight schedules increase, we look forward to welcoming more customers into our lounges.
When entering the lounge, you’ll notice some temporary changes:
- You may be asked to provide your contact details as part of COVID-19 contact tracing requirements.
- Capacity restrictions are in place, which may impact access during peak periods.
- Increased social distancing.
- Changes to food and beverage services.
- Access to hand sanitising stations.
Extensions to memberships
For more information, refer to Qantas Club Membership and Lounge Invitations Extensions.