Temporary inflight and airport service changes

Due to government restrictions, a reduction in travel demand and health advice associated with the Coronavirus (COVID-19), we've had to temporarily minimise our usual customer product and service offering.

Last updated: 15 April 2021

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Due to high demand, we're experiencing some delays in call wait times and the processing of flight credits, refunds and other options.

If your flights were booked through a travel agency or third-party website, contact these companies directly for assistance.

Check your booking or flight status for the most up-to-date information on your flights.

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Check-in

Domestic Australian flights

We're now asking customers travelling on domestic flights to complete check-in before arriving at the airport as this minimises gathering at check-in kiosks and service desks. In nearly all cases you can check-in for your flight and receive your boarding pass via your mobile device – using either qantas.com or the Qantas app.

If you’re a Qantas Frequent Flyer and have a Q Bag Tag, you can use this to tag any baggage you may want to check in, avoiding a kiosk or service desk entirely. If you don’t have a Q Bag Tag, you’ll still be able to print baggage tags at a kiosk after you’ve checked in online.

If you’ve checked in online and have any questions or problems, one of our Customer Service Agents will be able assist you at the airport.

International flights

If you're travelling on an international flight, on your day of departure, proceed to the airport check-in counters located in the Departure area to check in and drop your bags.

For flights to Australia from New Zealand, you must present a printed and signed health declaration formOpens external site in a new window at check-in confirming that you've been in New Zealand 14 days before your date of departure.

Inflight services - Australian domestic flights

Food and beverage services

We’re making some temporary changes to our food and beverage services on Australian domestic flights.

Should you wish to bring food and non-alcoholic drinks for your flight, you’re welcome to do so. Note: as galley storage space is restricted, items you bring will need to be stored in your carry-on baggage. Drinks you choose to bring will also need to comply with any powders, liquids, aerosols and gels screening requirements where applicable.

Economy services

If your flight duration is less than three and a half hours, you'll be offered a snack and a complimentary drink suitable to the time of day of your flight. 

If your flight duration is more than three and a half hours, you'll be offered a hot meal and a complimentary drink suitable to the time of day of your flight. 

A limited selection of pre-ordered Dietary Required Meals (special meals) are available on flights more than three and a half hours, as outlined below. Contact your local Qantas office if you require a dietary meal to be added to your booking. 

Business services

You'll be offered a selection of main meals, tea and coffee, and a bar service. The bar service is available on flights departing after 9am. 

A limited selection of pre-ordered Dietary Required Meals (special meals) are available on all flights as outlined below. Contact your local Qantas office if you require a dietary meal to be added to your booking. 

Dietary Required Meals

Dietary Required meal options
Medical Vegetarian Religious Childrens
Diabetic Western vegan Kosher Childrens
Gluten and dairy friendly   Muslim  

Note:

  • Request your Dietary Required Meal a minimum of 24 hours before your scheduled flight departure. 
  • Request your Kosher meal a minimum of 36 hours before your scheduled flight departure. 

Inflight Wi-Fi

To keep you connected inflight, in partnership with Viasat, we're progressively switching back on our fast and free Inflight Wi-Fi across our domestic B737 and A330-200 fleets. We recommend you bring your own personal smartphone or tablet to access our inflight Wi-Fi service. 

You may still wish to bring alternative material for your entertainment while we are reactivating this service.

Inflight entertainment

Our inflight entertainment service, including the Qantas Entertainment app, is available on selected flights. We recommend you bring alternative material for your entertainment, or use your smartphone or tablet to connect to our inflight Wi-Fi on selected Australian domestic flights. The onboard magazine Spirit of Australia is currently only available digitally.

Inflight services - international flights

Food and beverage services

We’re making some temporary changes on international flights and will be offering you a simplified meal service.

Economy services

You'll be offered a hot meal and a complimentary bottle of water.

Business services

You'll be offered a hot meal and a complimentary bottle of water.

Inflight entertainment

Our inflight entertainment service is temporarily paused, including the onboard magazine Spirit of Australia. For Trans-tasman flights, inflight entertainment is progressively rolling out. We recommend you bring alternative material for your entertainment.

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Fly Well

If you’re flying in the weeks ahead, we want to reassure you that we take your health seriously and are taking additional precautions so you can fly well when you fly with Qantas.

We’ve introduced a number of health and safety measures in airport and onboard including face masks, to give you peace-of-mind at each point of your journey.

We’ll also supply you with a Fly Well pack – in this pack you’ll find a face mask and sanitising wipes. Additional sanitising wipes are available on request.

If you're feeling unwell and experiencing COVID-19 symptoms in the week leading up to your flight, you should defer your travel plans. 

For more information, refer to Fly Well.

Qantas lounges

We know that access to our lounges is an important part of your journey, and we’ve re-opened some Australian domestic and international Qantas operated lounges following the easing of travel and venue capacity restrictions.

This information is correct as at 15 April 2021 and subject to change.

Open lounges

Qantas lounges that are open
Qantas Business lounges Brisbane, Canberra, Melbourne, Perth and Sydney
Qantas Club lounges

Adelaide, Alice Springs, Brisbane, Broome, Cairns, Canberra, Coffs Harbour, Darwin, Devonport, Emerald, Gladstone, Hobart, Kalgoorlie, Karratha, Launceston, Mackay, Melbourne, Perth, Sydney, Tamworth and Townsville

Chairmans lounges
Adelaide, Brisbane, Canberra (Monday - Friday), Melbourne, Perth and Sydney
Qantas International Business lounges (from 19 April 2021) Brisbane
Qantas International First lounges (from 19 April 2021) Melbourne and Sydney

Closed lounges

Qantas lounges that are closed
Qantas Club lounges Gold Coast, Port Hedland and Rockhampton
International lounges Qantas International First and International Business lounges, excluding our Sydney and Melbourne Qantas International First lounges and our Brisbane International Business lounge
All international lounges operated by partner airlines for Qantas passengers

Eligibility

Lounge access eligibility conditions apply.

  • Due to State and Territory specific restrictions on indoor gatherings, there is a limit on the number of customers in a lounge at any one time. When the lounge has reached capacity, it will temporarily be closed and you and your guest/s will be invited to return at a specific time once capacity is expected to ease, depending on upcoming flight departures. 
  • If a Qantas Club lounge is closed and a Business lounge is open in that same airport, you’ll be able to access the Business lounge if capacity limits haven’t been met.

Following the easing of travel and venue capacity restrictions and as flight schedules increase, we look forward to welcoming more customers into our lounges.

Experience

When entering the lounge, you’ll notice some temporary changes:

  • You may be asked to provide your contact details as part of COVID-19 contact tracing requirements
  • Capacity restrictions are in place, which may impact access during peak periods
  • Increased social distancing
  • Changes to food and beverage services
  • Access to hand sanitising stations
  • Shower facilities remain closed

Extensions to memberships

Domestic airport meeting rooms

All Meeting Room services have closed. 

Valet parking

Qantas Valet services in Brisbane and Adelaide have permanently closed. However valet services in Sydney and Melbourne remain, with a planned reopening date in 2021.

 

Disclaimer: *Information correct as at 17 November 2020 and is subject to change.