Frequently Asked Questions
Can't find the information you're after? Browse our Qantas Holidays FAQs for more help.Popular topics
Booking questions
Qantas Holiday bookings can be made online or call 13 70 66.
The Qantas Holidays customer support team can provide assistance with any assistance with a booking.
You will receive a Booking Confirmation email with your confirmed reservation details within 24 hours of making the booking. If you have not yet received your confirmation, re-check your Spam or Junk folder.
If you still haven’t received your Booking Confirmation, please contact our customer support team.
Booking Confirmation contains property details, the room type you selected, any inclusions with the room selected and arrival instructions. For further details about arrival instructions or airport shuttles please contact the property directly. Booking Confirmation will also include a Tax Invoice along with information relating to cancelling the reservation, use of Qantas Points and Vouchers.
To request a new copy of your Booking Confirmation, contact our customer support team for assistance.
A maximum of one room per booking can be accepted. If you wish to book more than one room you will need to make separate, additional room bookings.
Please contact the hotel directly to arrange transfers.
If you require specific assistance, for example you need to travel with a guide dog, hearing or mobility dog or you require a wheelchair, please ensure that you inform Qantas Holidays Telephone Reservations of your needs, by calling 13 70 66, before you make a booking. Qantas cannot guarantee your request will be met by the service provider.
We recommend you take your Booking Confirmation email to assist at check-in. The lead guest will be required to present photo ID at check-in, such as a drivers licence, Government issued ID or Passport. Some hotels will require a credit card for security deposit. The hotel has the right to refuse any booking when the lead guest is unable to show sufficient photo ID if requested prior to or at check-in, or where a minor is not accompanied by a parent/guardian.
See our FAQs for Qantas Flights online.
You must be over 18 to make a booking on our website. Each hotel may have its own policy regarding guests under the age of 18. However, in general, all guests under the age of 18 should be accompanied by a parent/guardian or an individual over the age of 18.
Yes, but only if your flight is departing from Australia. Please note, all transactions will be processed in Australian Dollars (AUD) and the Qantas Holidays website follows AEDT/AEST.
Qantas Frequent Flyer Customers
Yes. If you’re a Qantas Frequent Flyer member you have the option to use your points when booking a holiday on the Qantas Holidays website.
Qantas Points will automatically be awarded within 8 weeks of checkout if the name and Qantas Frequent Flyer number provided at checkout match the details in your Qantas Frequent Flyer account.
Qantas Frequent Flyer members will earn 3 Qantas Points per $1 spent for stays booked at Qantas Holidays. Qantas Points are earned on the total amount excluding any amounts payable directly to the hotel or additional fees or hotel sundries charged to the room (for example room service, hotel dining, etc).
Additionally, Qantas Frequent Flyer members can earn points on their flights as they normally would.
Payments
Qantas Holidays accept the following payment methods:
- Visa (Credit and Debit)
- MasterCard (Credit and Debit)
- Amex
- Qantas Frequent Flyer points
We do not charge any booking fees.
Logged in Qantas Frequent Flyer members can redeem Qantas Points when booking at qantas.com for all Qantas Holidays. The ability to use Points Plus Pay is subject to meeting the minimum requirement of 5,000 Qantas Points.
When you make payment for your hotel booking, a secure server is used to transmit your credit card details to our financial institutions. Secure Socket Layer (SSL) ensures the security of all information you send through the website via the payment page.
Changes and Cancellations
Except as otherwise stated, your booking is non-refundable. Cancellation fees may apply (up to 100% of total booking price), except in certain circumstances including under the Australian Consumer Law. Changes or cancellations must be made through Qantas Holidays on 13 70 66 and cannot be made online. In addition, where your package includes a hotel stay, the hotel or other third party supplier may impose change or cancellation fees or charges which may amount to all the cost paid for the hotel or other booking. These amounts will be at your expense. At the time of making a change, you must re-book for available dates (subject to availability) per the conditions and validity of the hotel you have purchased.
Qantas Holidays Flexible Offer
Qantas Holidays package bookings made up until 19 July 2021 for travel up to 30 April 2022 are entitled to unlimited fee-free date changes, subject to the change being made at least 8 days before the departure date of your package.
Eligible Qantas Holidays package bookings made between 20 July 2021 and 30 April 2022 are entitled to unlimited fee-free date changes, subject to the change being made at least 15 days before the departure date of your package. Eligible package bookings include:
Domestic: Any package within Australia for travel up to 30 April 2022.
International: Any international package for travel up to 31 December 2022, including packages to New Zealand.
If you want to change your dates, you'll need to cover any price increase for your new flights or accommodation. To make any changes, please contact our call centre.
General Enquiries and Feedback
If you have feedback we would love to hear from you. To leave a comment or suggestion please complete our customer feedback form.
Qantas Group Accommodation Pty Ltd is an associated entity of Qantas, and is a wholly owned subsidiary of Qantas Airways Limited. Qantas Group Accommodation Pty Ltd provides access for customers to book accommodation through the Qantas website.
The conditions associated with your booking are displayed in your Booking Confirmation. General Booking Terms and Conditions are also available online.
Vouchers
A Qantas Holidays voucher (Promotion code) is a complimentary promotional or goodwill voucher provided by Qantas Holidays. This type of voucher will have a specific expiry date and can be used on the payment page of Qantas Holidays.
If a booking paid for in whole or in part with a voucher is cancelled and you are entitled to a refund, the portion of the booking paid for using the voucher will not be refunded, either in cash or with a replacement voucher. For example if you used a $30 voucher and paid $400 using a credit card for a total booking value of $430 and you cancel the booking, you will only receive $400 back (assuming the booking was fully refundable) either as a credit voucher or refunded back to the original payment method used for the booking.
A credit voucher is provided due to a paid booking being refunded and a credit voucher being issued. Credit vouchers are valid for a period of 3 years from the date of issue. A credit voucher has more flexible terms of use than a Qantas Holidays voucher. If you cancel a booking paid for in whole or part with a credit voucher, and you are entitled to a refund, you will be issued with a replacement credit voucher for future use.
Yes, Qantas Hotels vouchers can be used on Qantas Hotel bookings and also Qantas Holidays bookings, excluding Airbnb.
Yes, each voucher has a unique expiry date. The expiry date and terms of use are included in the voucher email.
If your voucher code is not accepted on the Review and Pay page, please contact our live chat customer support line for assistance.
No, any amount paid using a voucher is non-refundable. If you are entitled to a refund for the cancelled booking, and the booking included another payment method in addition to the voucher, any hotel cancellation fees will be deducted from the amount paid by you, and you will receive a refund of the balance back to the payment card used for your booking.
Each voucher code can only be used once on a single booking. Any unused amount will be forfeited.
Credit Vouchers
You will have 3 years from the date of issue to use the credit voucher with Qantas Hotels or Qantas Holidays.
If your booking is refundable, you’ll earn a minimum 1,000 Bonus Qantas Points (table shown below) which will be added to your account on the issue of the credit voucher. When you use the credit voucher on your next Qantas Hotels booking you’ll also earn the standard points earn rate on the value of your booking.
Booking Value (AUD) / Points awarded
Up to $2,000 / 1,000 bonus Qantas Points
$2,001 and $5,000 / 2,000 bonus Qantas Points
$5,001 and over / 5,000 bonus Qantas Points
If you had a booking that was non-refundable, we may have been able to negotiate with the hotel a property specific credit, allowing you to retain the value of your booking for use with the specific hotel at a later date. The validity period of a property specific credit will be determined by the relevant hotel, and included in the terms and conditions of the property specific credit. Any changes or cancellations to a booking paid for using a property specific voucher are at the discretion of the relevant hotel and must be arranged by you with the hotel directly.
If your booking is non-refundable and your circumstances change, you will need to discuss a refund with the relevant hotel. In accordance with our Booking Conditions, the hotel’s cancellation policy applies to your booking. We may, if requested by you, liaise with the hotel to have your booking refunded, but any refund (or voucher) in these circumstances will be at the discretion of the hotel (unless you are otherwise entitled to a refund under the Australian Consumer Guarantees).
If you have a balance remaining on your credit voucher, you will automatically receive an email with a new voucher code with the remaining balance shown. If the balance is below $50, we will contact you to arrange a refund.
At this point in time you can only use one credit voucher for each booking transaction.
No, any amount paid using a credit voucher is not redeemable for cash. If you are eligible for a refund, you will be issued with a replacement credit voucher for the amount of your booking, less any booking cancellation fees if applicable.
Travel Requirements
General travel requirements for Qantas can be found online. For more specific COVID related requirements please check the COVID help hub.
Qantas Holidays package destinations
We pay respect to Elders past, present and emerging.