Due to the significant disruption caused by global restrictions imposed to help prevent the spread of COVID-19, our contact centre is experiencing significant congestion. Please review the frequently asked questions below before getting in touch with our team.
Is your booking refundable?
You can check the cancellation policy for your booking on the confirmation email you received when you originally made the booking or via the manage your booking online section on Self Service. If your booking has a flexible cancellation period, please ensure you cancel your booking within the specified timeframe in order to secure a refund.
Have you contacted us previously?
Customers who have contacted us previously should respond to emails from our service desk rather than calling the call centre. At present we are dealing with a large volume of enquiries and it may be some days before we are able to respond to you.
Have you booked a hotel in Australia?
If you have accommodation booked in Australia and your check-in date is within the next 7 days, please contact the Qantas Hotels Customer Service team who can explain the options available to you. The options will vary depending on the cancellation policy of the relevant hotel/property.
Have you booked a hotel outside of Australia?
If you booked a hotel outside of Australia before 19 March 2020 with an arrival date between 20 March and 31 May 2020, we are offering credit vouchers for all bookings – even those that were originally non-refundable, provided you contact us within 72 hours of your scheduled check-in. If you choose this option, we will also credit you 1,000 bonus Qantas Points. Alternatively, you can request a refund back to the card used on the booking.
Is your Qantas Hotels booking beyond 31 May 2020?
If you have a booking beyond 31 May 2020 that you wish to amend to a later date of travel, please manage your booking online or chat to us via live chat.
Does your Qantas Hotels booking have free cancellation?
Please manage your booking online to cancel your booking rather than calling the call centre.