Terms and Conditions
Effective 2 November 2021
These Terms and Conditions and the Club Rules govern membership of the Qantas Club and the use of Qantas Club facilities.
For any memberships beginning before 11.59pm AEST on 1 November 2021, please refer to these Terms and Conditions.
The Qantas Club
1.1 These Terms and Conditions and the Club Rules govern membership of the Qantas Club and the use of Qantas Club facilities.
1.2 Each Member of the Qantas Club is responsible for complying with, and ensuring that their lounge guests comply with, these Terms and Conditions and the Club Rules.
1.3 These Terms and Conditions are effective from the date of publication shown above and may be amended from time to time.
2.1 In these Terms and Conditions, unless the context otherwise requires:
|Annual Guest Card||means a card issued by Qantas to a Member entitling the Member to one additional guest.|
|Benefits||means any of the lounges or other facilities, discounts, services or arrangements offered or provided to the Member from time to time by Qantas as a result of membership in the Qantas Club;|
|Business Area||means a non-reserved area or section located within a Qantas Club lounge that is dedicated to Members' use for general business purposes;|
|Card||means the Qantas Club membership Card issued to the Member (including the Qantas Club Interim Membership Card);|
|Club Rules||means any rules, in addition to these Terms and Conditions, that Qantas reasonably deems to be necessary or convenient for the administration of the Qantas Club or its facilities and that are notified to Members and their guests, including any rules posted on qantas.com or displayed in a Qantas Club facility.|
|Events Outside of Qantas’ Control||include, but is not limited to the following events:
(a) infectious disease, epidemics and pandemics;
(b) government actions, national emergencies or labour shortages; and
(c) natural disasters or acts of war.
|GST||means any goods and services tax, value added tax or sales tax imposed on the sale or supply of goods, services and rights including but not limited to a tax imposed by the A New Tax System (Goods and Services Tax) Act 1999 (C'th) and the related imposition Acts of the Commonwealth;|
|Guest Pass||means a pass issued at the discretion of Qantas permitting entry to a lounge and/or use of Qantas Club facilities by a non-Member on such terms and conditions as Qantas may determine and includes Annual Guest Cards.|
|including||means including without limitation;|
|Jetstar||means Jetstar Airways Pty Limited ABN 33 069 720 243;|
|Member||(also referred to as 'you' or 'your') means a person who is a member of the Qantas Club at the relevant time;|
|Partner||means the spouse, or partner in a de facto relationship (within the meaning of the Family Law Act 1975 (C'th), who resides at the same address as the Primary Member;|
|Partner Lounge||means a lounge operated by another airline or other third party with which Qantas has an agreement for use of the lounge or other facilities by Members. A list of Qantas Club Partner Lounges can be found on qantas.com;|
|Partner Service||means those suppliers with which Qantas has an agreement for the supply of goods or services to Members as Benefits;|
|Primary Member||means a Member at whose address a Partner Member or an applicant for Partner membership resides;|
|PIN||means Personal Identification Number, which is issued to the Member by Qantas;|
|Qantas (also referred to as 'us')||means Qantas Airways Limited ABN 16 009 661 901;|
|Qantas Club Service Centre and Qantas Club Contact Centre||means the centres operated by or on behalf of Qantas where membership information is processed and the Qantas Club is administered.|
|QantasLink||means the airline services branded "QantasLink" which may be operated by Eastern Australia Airlines Pty Ltd ABN 77 001 599 024, Sunstate Airlines (Qld) Pty Ltd ABN 82 009 734 703 or National Jet Systems Pty Ltd ABN 11 008 279 203;|
3.1 Individual membership may be purchased by individuals who are at least 18 years of age. Qantas Club memberships established through Qantas Business Rewards are Individual memberships.
3.2 Group or Corporate membership is open to groups, companies, businesses and organisations under the following conditions:
(a) For Group memberships, a minimum number of individuals (being no less than 10 in the first year from scheme start date, no less than 8 members from the start of the second year to the end of the second year from scheme start date, and no less than 6 members from the start of the third year onwards from the scheme start date, unless otherwise specified by Qantas) must be enrolled in the Qantas Club at the same time in relation to that group, company, business or organisation.
(b) Membership can be transferred to another employee or member of the same group, company, business or organisation by contacting the Qantas Club Service Centre and returning the individual's Card to the Qantas Club Service Centre together with the applicable administration fee for reissue of the Card in another name. The transfer will only be completed once the return of the member Card is received by Qantas and the applicable administration fee processed. The return address for the member Card is: Qantas Frequent Flyer, GPO Box 4357, Melbourne VIC 3001.
(c) As part of the joining and membership renewal process, each individual may be required to quote the Group or Corporate Scheme Number issued by Qantas to the relevant group, company, business or organisation.
3.3 Partner memberships are available under the following conditions:
(a) Partner membership is available only while the relevant Primary Member remains a Member whose account is not in default.
(b) The Partner's membership period must be equal to or less than the membership period of the Primary Member.
(c) Partner membership is available only while the Partner resides at the same address as the relevant Primary Member.
(d) Only one Partner membership is permitted per Primary Member.
(e) A Partner Member who ceases to reside at the same address as the Primary Member must return their Card to the Qantas Club Service Centre and either relinquish their membership or pay the pro rata difference between the Partner and Primary Member.
(f) A person cannot become a Partner Member until any existing Partner in relation to that Primary Member has returned their Card and ceased to be a Partner Member.
4.1 Qantas reserves the right at all times to vary the Benefits, these Terms and Conditions and the Club Rules, and the Benefits offered in any way including by:
(a) opening new lounges or other facilities;
(b) closing or ceasing to operate lounges or other facilities;
(c) changing the way lounges or other facilities are operated, including contracting any third party to provide the facility or any goods or services;
(d) varying the hours of operation of any lounge or other facility;
(e) varying the layout, location or other aspects of the facilities including the types of refreshments that are available and the times during which they are available; and
(f) imposing restrictions on the use of facilities, goods or services by a Member or group of Members as may reasonably be deemed by Qantas to be necessary or convenient for the orderly administration of the Qantas Club and associated facilities;
4.2 Qantas will use reasonable endeavours to advise Members of any material changes to the Benefits including by publishing the changes on the Qantas Club pages of qantas.com.
4.3 Qantas will give notice of any material changes to these Terms and Conditions that will apply to a Member's then current membership period by providing a written notice by email or mail to an address provided to Qantas by the Member, as well as by publishing the changes on the Qantas Club pages of qantas.com.
4.4 Subject to clause 4.5, if Qantas closes a Qantas operated airport lounge in a Member's registered city of residence without replacing it, or amends these Terms and Conditions or the Club Rules in a way that deprives the Member substantially of the intended use of the membership, the Member will have the option of cancelling their membership and receiving a pro rata refund of the membership fee for the remaining period of membership.
4.5 If due to Events Outside of Qantas’ Control, Qantas does not operate the airport lounge in a Member’s registered city of residence, that deprives the Member substantially of the intended use of the Membership, the Member may be entitled to a form of compensation, subject to Qantas’ discretion, including, but not limited to an extension or membership freeze.
5.1 Should you indicate to us within two weeks of receiving your membership kit that you would like to withdraw from being a Member we will cancel your membership and refund your money provided you have not used your membership. A person who enters a Qantas Club lounge in order to apply for membership and is provided with an interim card for immediate use, is deemed to have used the membership and cannot claim a refund. If you did not previously hold a membership of Qantas Frequent Flyer, your membership in that program will also be cancelled.
5.2 Upon acceptance of enrolment in the Qantas Club, each Member will be assigned a membership number and issued with a Card, and can select their own, or be assigned, a PIN. The Card and PIN, along with the Membership number, Member's surname, Member's mother's maiden name, Member's date of birth and recent travel details, may be used for security of the Member's membership information and Qantas Frequent Flyer Award redemption processing.
5.3 It is the Member's responsibility to ensure the Card and PIN are kept secure. Never write it down and, if you change your PIN avoid choosing obvious numbers like your date of birth or part of your phone number.
5.4 Individual Members must enrol separately and may hold only one membership of the Qantas Club at any time. Member Cards must not be shared with other individuals at any time, including Partners and guests.
5.5 If you do not renew your Qantas Club membership before the expiry date of your current membership and you apply for renewal after the expiry date, a Qantas Club joining fee will apply.
5.6 Each Member is responsible for advising the Qantas Club in writing of any change of name or address. Documentation verifying a name change is required. The Member's mailing address will be used to determine their eligibility for promotions and other offerings.
5.7 Membership will terminate automatically on the death of a Member. Qantas will terminate the Member's account on receipt of notification of the death of the Member.
5.8 Except as specified in these Terms and Conditions, membership is non-refundable and not transferable.
6.1 By using the Benefits, the Card and/or PIN, the Member agrees to be bound by these Terms and Conditions and the Club Rules, and provides the consent specified in clause 12.
6.2 The Card and any Guest Pass issued are and will remain the property of Qantas and must be returned on demand or on termination of membership, whichever happens first. A Card or Guest Pass must not be sold or copied by any person except Qantas.
6.3 The Card and membership number are valid for use only by the Member. Cards and any Guest Passes are valid for use only during the period indicated on them and are not shareable or transferable in any circumstances.
6.4 In the event of loss, theft or unauthorised use of your Card or any Guest Pass issued to you, it is your responsibility to immediately advise the Qantas Club Service Centre or, if outside Australia, your local Qantas office. Until loss, theft or unauthorised use of the Card or Guest Pass is notified to Qantas, the Member is liable for all use of the Card or Guest Pass.
7.1 In addition to the joining and renewal fees, Qantas reserves the right to charge a fee for any service requested by a Member in addition to the services specified in clauses 10 and 11, including:
(a) the issue of a replacement Card;
(b) the issue of Annual Guest Cards or Guest Passes; and
(c) the hiring of Qantas Meeting Rooms;
Qantas may amend the fees at any time without prior notice. Current fees are listed on the Qantas Club pages of qantas.com and are available from the Qantas Club Service Centre.
7.2 Qantas will waive the replacement Card fee under any of the following circumstances:
(a) Member changes their name by marriage, divorce or deed poll and provides the relevant documentation as well as returning the original Card to Qantas;
(b) the Card was issued with an inoperable magnetic strip and the Card is returned to Qantas;
(c) the Card has been stolen and a police report or reference number is provided to Qantas; or
(d) the Card was not received by the Member from Qantas (for example, it was lost in the mail) and the Member provides a Statutory Declaration verifying the non-receipt within two months after payment of the joining fee or requesting a replacement Card.
7.3 Life and Senior Life Qantas Club Members (that is, members with those designations who joined prior to 1 October 2007) are allowed one free replacement Card every two years. Requests for additional replacement Cards will require payment of the replacement Card fee.
7.4 All Qantas Club fees are inclusive of any applicable GST. The Member is responsible for any additional costs, charges, taxes, claims or other liabilities (including any applicable fringe benefits tax) arising from their use of the Benefits or any other goods or services offered or provided in connection with their membership.
8.1 Some of the goods or services which are offered or provided to Members in addition to the Benefits offered or provided by Qantas are supplied by third party suppliers. The provision of those goods or services will be subject, in each case, to the terms and conditions of the suppliers and any claims relating to the supply of those goods or services should be made to the supplier.
8.2 Qantas will not be liable for refusal by any third party to accept or honour the Card nor will Qantas be liable for any loss or damage suffered in relation to the supply of goods or services by third parties.
8.3 Access to a Business Area or the Internet may be available in a Qantas Club lounge. Qantas may not supervise the use of, and does not guarantee the security or quality of, this equipment. Qantas is not liable for any third party content on the Internet that the Member may find offensive, upsetting or defamatory. The Member is responsible for maintaining the security of all log-in identification information made available to them to access the Business Area systems or the Internet. Qantas is not liable for any personal security breaches suffered by the Member or their guests when using Business Area equipment or the Internet or for any loss or damage suffered as a result of the unavailability of the Business Area equipment or the Internet, including interruptions during use.
9.1 Qantas reserves the right to terminate or cease to operate the Qantas Club at any time. Qantas will use its best endeavours to give Members as much notice of any such termination as is reasonably practicable in the circumstances. Members will be entitled to claim a pro rata refund of the membership fee for any remaining period of membership after the date of termination.
9.2 Qantas reserves the right in its absolute discretion to terminate the membership of any Member at any time by giving such notice to the Member as is reasonably practicable in the circumstances.
9.3 In the event that membership is cancelled by Qantas, a pro rata refund of the membership fee will be made for any remaining period of membership, except in circumstances where the Member has:
(a) breached of any of these Terms and Conditions or the Club Rules;
(b) damaged any facilities, equipment or goods owned by Qantas or a third party (including another Member or a Partner Lounge operator);
(c) acted in any way which is likely to be detrimental to the interests of Qantas or the Qantas Club or any Partner Lounge operator; or
(d) supplied or attempted to supply misleading information, or made any misrepresentation to the Qantas Club or any Partner Lounge operator.
9.4 In any of the circumstances listed in clause 9.3, Qantas may also terminate the Member's complimentary Qantas Frequent Flyer membership provided under clause 11.
10.1 Subject to these Terms and Conditions, Qantas Club Members are entitled to access a Qantas Club lounge in the departure port when the Member's next onward flight on that day is with Qantas or Jetstar.
10.2 Unless otherwise permitted by Qantas, Members who are also airline industry staff, including their families and travel companions, are not eligible to access lounges when travelling on industry discounted tickets.
10.3 Guests in international Qantas Club lounges must be accompanied by the Member and must be travelling with the Member that day. Guests in Australian domestic Qantas Club lounges must be accompanied by the Member but need not be travelling.
10.4 Subject to clause 10.5, there is a limit of one guest per Member in all lounges, except that, in respect of Qantas operated lounges:
(a) Annual Guest Card holders are entitled to one additional guest;
(b) Platinum and Platinum One Members may be accompanied by up to two guests in Australian domestic lounges; and
(c) Qantas may limit the number of child guests per Member to two. Child guests for the purposes of these Terms and Conditions are children aged between 4 and 17 years old.
10.5 Entry of Members' guests is subject to space availability and lounge staff have full discretion to deny lounge entry due to capacity or operational reasons.
10.6 Qantas Club staff have the discretion to refuse entry to any Member or guest at any time if, in their reasonable opinion, the Member has not or will not comply with these Terms and Conditions or the Club Rules, or the refusal is necessary or convenient for the orderly operation of the lounge or other facilities or the safety or comfort of other Members, their guests and staff.
10.7 Smart, casual dress standards apply as a minimum at all times and entry may be refused if customers do not meet that standard. Bare feet or clothing with offensive images or slogans are not acceptable. In addition, individual lounges may have Club Rules regarding specific items of clothing which are not acceptable. Individual lounge managers will have discretion to administer these standards as they reasonably deem appropriate in the circumstances.
10.8 Entry to Partner Lounges is subject to the individual lounge operator's entry conditions and space availability. The restriction of a maximum of one guest per Member applies, unless otherwise determined by the lounge operator.
10.9 Access policies for the use of Partner Lounges may vary between lounges. Current information can be obtained from the Qantas Club Service Centre.
10.10 Children under the age of 18 years must be accompanied by an adult when visiting any lounge.
10.11 Customers under the legal drinking age must be accompanied by an adult in any Qantas operated lounge. Legal drinking age may vary in different jurisdictions and countries.
10.12 Individual lounge opening hours may vary by location.
11.1 Membership of the Qantas Club entitles Members to complimentary membership of the Qantas Frequent Flyer program.
11.2 The Member must inform the Qantas Club Service Centre in writing if they do not wish to accept the complimentary membership in the Qantas Frequent Flyer program, unless the Member already holds Qantas Frequent Flyer membership.
11.3 The Member's participation in the Qantas Frequent Flyer program is governed by the Terms and Conditions of the Qantas Frequent Flyer program.
12.1 It is a condition of membership that you consent and authorise Qantas to collect and use the information on your application form and other information you provide to Qantas and disclose it to Partner Lounge operators, Partner Services, and any other person (including a related body corporate, agent or contractor) for the purposes of:
(a) Qantas or any of its related bodies corporate providing services to you including the awarding of points in the Qantas Frequent Flyer program (where applicable);
(b) Qantas or any of its related bodies corporate improving Qantas customer service, including by means of research, marketing, product development and planning;
(c) Qantas marketing its products or services or the products or services of third parties; and
(d) any third party providing services to Qantas, any of its related bodies corporate or Members in connection with the administration of the Qantas Club and Qantas Frequent Flyer program (where applicable).
This information may be transferred to or from Australia for these purposes. If all or any part of requested information is not provided by the Member, the relevant services may be affected.
12.2 If you hold a Qantas Club Corporate membership issued under a travel agreement with our corporate, business or government clients, we may collect information about your role with the client. For example, your employment type, your role and title, your employee number, your start date with the client. We may disclose your membership details and any information associated with your membership (such as incident reports) to the client.
12.3 Qantas will not otherwise disclose your personal information without your consent unless disclosure is either necessary to prevent a threat to life or health, authorised or required by law, reasonably necessary to enforce the law or necessary to investigate a suspected unlawful activity.
12.4 Qantas will provide you with access to and the ability to correct your personal information held by Qantas on request by you. Further information is contained in our Privacy Statement on qantas.com.
13.1 Qantas acknowledges that certain consumer protection legislation implies conditions or warranties into contracts for the supply of goods or services to consumers that cannot be excluded. For example, for consumers, services come with a non-excludable warranty that they will be provided with due care and skill. Nothing in these Terms and Conditions is intended to exclude or restrict the application of such laws.
13.2 You agree that implied terms under consumer protection laws, including the New Zealand Consumer Guarantees Act 1993, will not apply to these Terms and Conditions where the membership has been obtained for business purposes, provided that the relevant provisions may by law be excluded.
13.3 If part or all of any clause of these Terms and Conditions is illegal, invalid or unenforceable then it will be read down to the extent necessary to ensure that it is not illegal, invalid or unenforceable, but if that is not possible, it will be severed from these Terms and Conditions and the remaining provisions will continue to apply.
13.4 These Terms and Conditions are governed by and will be construed in accordance with the laws applicable in Australia, irrespective of where the application for membership has been completed by the Member or submitted to Qantas. Any action or other legal process in connection with these Terms and Conditions against Qantas will, unless otherwise agreed by Qantas, be instituted and carried on only in the appropriate court in Australia.