Coronavirus 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. 

All scheduled international flights, including flights between Australia and New Zealand, are suspended until at least the end of October 2020, due to government restrictions. 

If you're booked to travel up to and including in October 2020, wait to hear from us before taking any action.  

More information on our international network changes.

The best way to check the status of your flight is at Manage Booking.

If your flight has been cancelled by us, we’ll contact you as soon as possible. If you're booked to travel up to and including in October 2020, wait to hear from us before taking any action.

More information on bookings changes.

We're changing our domestic flying over the coming months, and additional flights and routes will be added as states open their borders.

More information on our Australian domestic network changes.

The best way to check the status of your flight is at Manage Booking.

If your flight has been cancelled, we’ll contact you as soon as possible. If you're booked to travel up to and including in October 2020, wait to hear from us before taking any action.

More information on bookings changes.

If you booked a flight through a travel agency or third-party website (eg Webjet or Booking.com), then you must continue trying to contact these companies to make changes to your booking.

We're not able to make changes to your booking.

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.

Read the latest Coronavirus information.

Steps for cancelling your booking for a flight credit:

1. Go to Manage Booking

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

3. Click 'Continue'.

4. Scroll down to the 'Flight' heading to see your booking.

5. Select 'Cancel/Voucher'.

6. Accept the terms and conditions.

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

If you’re due to travel on a Qantas flight before 31 October 2020, and wish to change your plans, you can cancel your booking and retain the full value as a flight credit.

Flight credits can be used for bookings and travel until 31 December 2022. Just request your flight credit before your scheduled date of departure.

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

Read more information on booking changes and other options.

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 originally booked for travel until 31 October 2020 are valid for bookings and travel until 31 December 2022. Just request your flight credit before your scheduled date of departure.

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.

Visit our Booking changes and other options or Flight credits pages for the most up to date flight credit conditions.

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 (e.g. 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’re due to travel on a Qantas flight before 31 October 2020, and wish to change your plans, you can cancel your booking and retain the full value as a flight credit.

Flight credits can be used for bookings and travel until 31 December 2022. Just request your flight credit before your scheduled date of departure.

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 at booking changes and other options.

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, unless your Flight Credit is eligible to be used for multiple bookings.

If your original booking was made before 30 April 2020, and you were due to travel on a Qantas flight between 31 January and 31 October 2020, your Flight Credit can be used across multiple future 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 Credit for multiple bookings.

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 2022, if applicable.

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

To avoid further inconvenience, your booking will be automatically converted to a flight credit to be used at a later date, however you will also have other options available, 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.

Yes, if you’re due to travel on a Classic Flight Reward booking (and your itinerary contains only Classic Flight Reward flights) and wish to change your date of travel, or cancel your flights, we’ll waive the change or cancellation fee until 31 October 2020.

Visit Flexible Classic Flight Rewards for more information.

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.

From 1 July 2020, some of our Australian domestic Qantas operated lounges will open following the easing of travel and venue capacity restrictions and as flight schedules increase.

We’ll progressively open the remainder of our Australian lounge network as flight schedules increase.

Qantas International First and International Business lounges, and international lounges operated by partner airlines for Qantas passengers remain closed until further notice.

See Temporary inflight and airport service changes 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, giving you added peace-of-mind that safety and wellbeing are our highest priority.

See Temporary inflight and airport service changes for more information on your lounge experience.

Due to state and territory specific restrictions on indoor gatherings, there is 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.

Yes, you'll have temporary access to the Qantas Domestic Business lounge until the Qantas Club lounge is reopened, subject to capacity restrictions.

If you’d like to bring guests into the lounge as per your membership benefits and subject to capacity restrictions, you must all be travelling on the same flight.

If your guests aren't travelling with you on the same flight, currently we’re unable to accept guests of members in the lounges.

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.

While it’s not mandatory from a safety point of view, we recommend you collect a pack and wear your face mask for peace-of-mind. You can also bring your own mask if you’d prefer.

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's mandatory for you to wear a face mask if you’re flying to, from or within Victoria. Face masks and sanitising wipes are included in your Fly Well pack which is collected at the boarding gate, and you can bring your own mask to wear if you prefer. Your face mask needs to cover your mouth and nose and must be worn unless you're under 12 years of age or have a medical condition.

Ensure you’re aware of any government requirements that apply while in Victoria, including wearing face masks and coverings.

While wearing a face mask isn’t mandatory on other flights, it’s strongly recommended that you wear a face mask throughout your upcoming flight. Face masks are included within our Fly Well packs which can be collected at the boarding gate and you can also bring your own mask if you'd prefer.

If you're feeling unwell and experiencing COVID-19 symptoms at any time before your flight, you should defer your travel plans. If you need to defer your plans, contact your local Qantas office before departure to discuss your options.