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

Our teams are currently working to assist a large number of customers and you may experience longer than usual wait times.

Find the latest updates on:

• Coronavirus travel information,
• Booking changes and other options,
  
• Domestic network changes,
• International network changes,
• Your wellbeing onboard, and
• Temporary inflight and service changes.

Alternatively, check Manage Booking or flight status for the most up-to-date information on your flights.

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. 

We've suspended scheduled international flights, with the exception of New Zealand, until at least the end of July 2020 in response to strict travel restrictions and a dramatic drop in demand.

If you're booked to travel in June or July 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 in June or July 2020, wait to hear from us before taking any action.

If you’re due to travel on a Qantas flight before 30 September 2020, and you 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 2021. You’ll need to cancel your booking by 30 September 2020.

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

You won't be charged any change or cancellation fees if we've cancelled your flight.

More information on bookings changes.

We've suspended scheduled international flights between Australia and New Zealand until at least the end of June 2020, and we'll contact all impacted customers as soon as possible.

More information on our international network changes.

All regularly scheduled Qantas international flights are suspended until at least the end of July 2020 with the exception of flights between Australia and New Zealand which are suspended until at least the end of June 2020. We’re continuing to monitor demand and travel restrictions and will make adjustments as needed.

More information on our international network changes.

Following a significant decline in demand, and various travel restrictions and border closures, we’ve significantly reduced our Australian domestic flights until the end of June 2020. If you're booked to travel in June 2020, wait to hear from us before taking any action.

As the national carrier, we are looking to maintain essential air and freight connections as much possible.

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 in June 2020, wait to hear from us before taking any action.

If you’re due to travel on a Qantas flight before 30 September 2020, and you 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 2021. You’ll need to cancel your booking by 30 September 2020.

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

You won't be charged any change or cancellation fees if we've cancelled your flight.

More information on bookings changes.

We’re continuing to adjust our services based on the latest advice and non-essential travel restrictions from the federal, state and territory governments.

More information on our international network changes.

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.

If you’re due to travel on a Qantas flight before 30 September 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 2021. You’ll need to cancel your booking and request your flight credit by 30 September 2020.

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 an existing unused Qantas flight credit issued on or after 31 January 2019, this will also be automatically extended to 31 December 2021. This means you must book and travel before 31 December 2021.

More information on bookings changes.

To see the conditions for changing your booking, refer to the fare rules.

If you would still like to review your booking, contact your local Qantas office and have your booking reference, all original flight details and all passenger names ready.

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.

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

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.

If you have an existing unsused Qantas flight credit issued on or after 31 January 2019, your flight credit is valid for travel before 31 December 2021. You must book and complete your travel by that date.

Our standard flight credit conditions are available at flight credit conditions.

We are currently working hard to improve the conditions applicable to flight credits for customers impacted by Coronavirus (COVID-19), including adding multi-use functionality from June 2020. If your original booking was made before 30 April 2020, and you were due to travel on a Qantas flight between 31 January and 30 September 2020, visit our Booking changes and other options page 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 30 September 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 2021. You’ll need to cancel your booking and request your flight credit by 30 September 2020.

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.

If you have an existing unused Qantas flight credit issued on or after 31 January 2019, this will be automatically extended to 31 December 2021. This means you must book and travel by 31 December 2021. 

If you’re due to travel on a Qantas flight before 30 September 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 2021. You’ll need to cancel your booking and request your flight credit by 30 September 2020.

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

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.

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.

If you're due to travel on a Classic Flight Reward booking (using Qantas Points) before 30 September 2020 and wish to change your plans, you can cancel your booking. The total Qantas Points used and any taxes, fees and carrier charges paid will be refunded, less any cancellation fees. If your flight has been cancelled by us, you will not incur any cancellation fees.

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

Until June 2020, when rebooking, the fare will need to be of equal or higher value than your original booking.

However we are working hard to improve the conditions applicable to our flight credits. From June 2020 onwards, if your original booking was made before 30 April 2020, and you were due to travel on a Qantas flight between 31 January and 30 September 2020, your flight credit can be used across multiple future bookings. Further details will be provided shortly.

Find more information on flight credits at booking changes and other options.

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 2021.

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.

If you're due to travel on a Classic Flight Reward booking (using Qantas Points) before 30 September 2020 and wish to change your plans, you can cancel your booking. The total Qantas Points used and any taxes, fees and carrier charges paid will be refunded, less any cancellation fees.

If your flight has been cancelled by us, you will not incur any cancellation fees.

If you are booked to travel after 30 September 2020 and wish to cancel, you can do so via Manage Booking, however you may be charged a change or cancellation fee, as per our fare rules.

Bookings for travel up until 30 September 2020 can be cancelled and the total Qantas Points used and any taxes, fees and carrier charges paid will be refunded, less any cancellation fees.

If you are booked to travel after 30 September 2020 and wish to cancel, you can do so via Manage Booking, however you may be charged a change or cancellation fee, as per our fare rules.

If your flight has been cancelled by us, you will not incur any change or cancellation fees.

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.

Yes, there are many ways you can redeem Qantas Points such as with Qantas Wine or via the Qantas Store. 

Find more ways to use points.

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.