COVID-19 travel updates FAQs

If you need to contact us, by having the following information ready, our team will be able to assist you:

• Booking reference
• Passenger names
• Dates of travel
• Where you're flying to and from

If you need an insurance letter for your flight status, cancellation, refund or fees, complete the Customer Care form and a representative will be in contact. 

You’ll need to comply with any government travel requirements that relate to the country you're travelling to or transiting through, which could include COVID-19 testing, vaccinations and exemptions, quarantine, and travel declarations.

Find out more information about International travel requirements.

You will be required to show proof of your vaccination vaccination status on arrival at the airport.

If you're required to provide a negative COVID-19 test result, you'll also need to show this at check-in.

Also remember to check the government requirements for the countries you're travelling to or transiting through to understand what type of documentation they will accept.

If you have an existing eligible Qantas international or trans-Tasman flight, you can enjoy fee-free date changes for travel until 31 December 2022. A fare difference may apply. Visit Fly Flexible for more information.

If you used your Qantas Points to book an eligible Classic Flight Reward, you'll be able to change your travel dates or cancel your booking free of charge. A fare difference may apply. Visit Classic Flight Rewards bookings for more information and the terms and conditions.

For all changes, your applicable  Fare Rules and the Qantas  Conditions of Carriage  apply.

Alternatively, contact your local Qantas office to discuss your options.

If you've previously had a COVID-19 infection, your pre-departure PCR test may show a positive result, even if you're not currently infected. You may still be able to travel with us in some circumstances. See more information on applying for past positive medical clearance.

If you've booked a Qantas flight through a travel agency or third-party website (eg Webjet or Booking.com), and you’re unable to contact them, we may be able to assist you.

For more information, visit Third-party booking assistance.

If you're eligible for a refund, your travel agent should provide you with one.

Contact them to confirm if you’re eligible and to discuss your options.

If we've had to change or cancel your flight, we'll contact you as soon as we can.

You can check the most up-to-date information on your flight at Manage Booking.

You can check Manage Booking or flight status for the most up-to-date information on your flight.

If your plans change and you no longer wish to travel, you can request a Flight Credit which can be used for future bookings.

1. Go to Manage booking (or use form 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 use.

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

Note: 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.

If we’ve cancelled your Qantas flight, including your Classic Flight Reward booking, wait to hear from us before changing your booking. You don’t need to do anything, and you won’t be charged any cancellation fees.

To avoid further inconvenience, your booking may be automatically converted to a Flight Credit to be used at a later date, however you'll also have other options available (including a refund), which you can review via Manage Booking once your flight has been cancelled.

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. See more information about booking changes and other options.

Find out how to change your flight booking.

Find out your options for cancelling your flight.

For all changes your applicable Fare Rules and the Qantas Conditions of Carriage apply. 

Note: 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.

If you have booked through a travel agency or third-party website (eg Webjet or Booking.com), you won’t be able to make changes to your booking through qantas.com or your local Qantas office.

For this reason, the Manage Booking options are limited and you’ll need to contact the company you booked through to change your booking.

If you made your booking directly with us either online or via your local office, and you can't change your booking via Manage Booking, contact your local Qantas office and we’ll look into it for you.

Due to the unprecedented volumes of cancellations, your flight cancellation may take a few days to process. 

Due to the unprecedented volumes of cancellations, your flight cancellation may take a few days to process.

Therefore, you may still receive flight updates and you can disregard these.

Flight Credits are valid until the expiry date shown, with the exception of Flight Credits for which an extension has been applied.

Any existing, unused Flight Credits issued after 31 January 2019 for bookings made on or before 30 September 2021 are valid for bookings made by 31 December 2023. 

If your booking was made from 1 October 2021, your Flight Credit is valid for booking and travel within 12 months from your original booking date.

Refer to Booking changes and other options for more information on flight credit validity extensions.

Our standard Flight Credit conditions are available at Flight Credits.

If you cancelled your booking via Manage Booking, and weren’t presented with the option to take the value as a credit, you may have made your original booking through a travel agent or third party website (eg Webjet or Booking.com) or your travel dates may not have been eligible for our Flight Credit offer.

If you think there's been an error, contact your local Qantas office. 

If you wish to change your plans, you can cancel your booking and retain the full value as a Flight Credit. Just request your Flight Credit before your scheduled date of departure.

Plus, if your booking was made on or before 30 September 2021, your Flight Credit can be used for bookings made by 31 December 2023. This may take a few weeks to update in our system. 

When you’re ready to rebook, you’ll need to cover any change fee and any fare increase in your new booking.

If you booked with a travel agent or through a third-party website (eg Booking.com or Webjet), contact them directly to make changes to your booking.

If we've cancelled your flight, we’ll contact you as soon as possible. You will not be charged any change or cancellation fees.

Find more information on Flight Credits.

Due to the unprecedented volume of booking changes, your Flight Credit may take longer than usual to process.

No, Flight Credits are non-transferable and will remain in the name of the original booking holder.

Contact your local Qantas office if you would like your cancellation converted to a Flight Credit.

You can contact your local Qantas office to discuss your options. Depending on your fare type, change or cancellation fees may apply. 

When rebooking, the fare will need to be of equal or higher value than your original booking for all bookings made from 1 October 2021.

For bookings made on or before 30 September 2021, your Flight Credit is eligible to be used for multiple future bookings. Just book your Qantas flights before 31 December 2023. 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 Credit.

This is a known error and the value of your Flight Credit will not be lost. Our teams are working through a fix.

When you go to rebook using your Flight Credit, the full value will be available.

You can also see the full value of your Flight Credit at Manage Booking.

This is a technical error. Validity conditions can be found at the bottom of the Flight Credit, where there's a clause overriding the standard 12 month validity with the new validity date of 31 December 2023, if applicable.

To redeem your Flight Credit, go to Manage booking and enter the credit reference and your last name.

Alternatively, you can redeem your Flight Credit by contacting your local Qantas office, however a change booking fee will apply.

Find out more about using your Flight Credit.

If your flight was cancelled by us, we’ll contact you as soon as possible.

To avoid further inconvenience, your booking may be automatically converted to a Flight Credit to be used at a later date, however you'll also have other options available (including a refund), which you can review via Manage Booking once your flight has been cancelled.

If we've cancelled your flight, you can apply for a refund of any booking add-ons via the online Refund Form or through your local Qantas office.

You can change or cancel your Classic Flight Reward booking at Manage Booking.

As at 31 March 2020, if you're eligible, your Qantas Frequent Flyer status will automatically be extended for 12 months.

Find more information about status extensions.

Your Qantas Points won't be frozen, so you'll need to ensure your account remains active over that period.

Qantas Points only expire if you do not redeem or earn any new points over an 18 month period.

There are many ways to keep your account active by earning Qantas Points on the ground, not just through flying. Two easy ways you can earn Qantas Points are using a Qantas Points earning credit card or linking your Woolworths Everyday Reward membership to your Qantas Frequent Flyer account.

Find more ways to earn points.

There are also many ways you can redeem Qantas Points such as with Qantas Wine or via the Qantas Store. 

Find more ways to use points.

Most of our Australian domestic Qantas operated lounges are now open following the easing of travel and venue capacity restrictions and flight schedules increasing.

Some Qantas International First and International Business lounges are currently closed, including some international lounges operated by partner airlines for Qantas passengers.

See inflight and airport services for the most up to date lounge opening details.

As part of our Fly Well program, we’ve introduced additional measures in our newly re-opened lounges, including capacity restrictions where required, giving you added peace-of-mind that safety and wellbeing are our highest priority.

See inflight and airport services for more information on your lounge experience.

Due to state and territory specific restrictions on indoor gatherings, there may be a limit on the number of customers in a lounge at any time. When the lounge has reached capacity, it will temporarily be closed and you’ll be invited to return at a specific time once capacity is expected to ease, depending on upcoming flight departures.

These changes will remain while state and territory specific restrictions on indoor gatherings apply.

Yes. 

If you have an eligible paid Qantas Club membership, your updated Membership Year end date can be viewed at My Account. Your digital card, available on the Qantas app, also shows your new membership expiry date.

As new membership cards aren't being issued, present your digital card to the lounge team on arrival at eligible airport lounges.

See Qantas Club Membership and Lounge Invitation Extensions for more details.

No, it's not possible to reserve lounge access.

The risk of contracting COVID-19 on board an aircraft is regarded as low due to a combination of factors, including the cabin air filtration system, seating formation (ie passengers aren’t sitting face-to-face) and the high backs of aircraft seats acting as a physical barrier.

As part of our Fly Well program, we’re also making some changes at the airport and inflight to reduce this risk even further.

A Fly Well pack contains a face mask as well as sanitising wipes for wiping down seat belts, trays and armrests.

You can collect your Fly Well pack at the gate, before boarding your flight.

If you’re not able to collect a Fly Well pack before boarding your flight, face masks and hand sanitiser wipes are available onboard. You’ll also find hand sanitising stations at the boarding gate and located throughout the airport.

It depends on where you’re travelling to. 

• When travelling to or within Australia, it’s not a requirement to wear a mask. We'll continue to make masks available onboard and appreciate that some customers may wish to wear them.
• When travelling from Australia, check the government requirements for all countries you're travelling to and transiting through. You must wear a face mask if it's a government requirement for your transit or final destination.
• If your itinerary includes travel with another airline or Qantas codeshare flights which are operated by another airline on their aircraft, you'll need to contact them directly to understand and meet their requirements.
  

Your face mask needs to cover your mouth and nose, fit securely and must be worn unless you're under 12 years of age or have a medical exemption. A scarf or bandana is not considered a face mask.

You should defer your travel plans if you have tested positive or you’re showing symptoms of COVID-19 in the week leading up to your flight. If you need to defer your plans, contact your local Qantas office before departure to discuss your options.