Conditions of Carriage
|Airline Designator Code
||means the two or three characters or three letters which identify particular Carriers
|Australian Consumer Law||Schedule 2 to the Competition and Consumer Act 2010 (Cth)|
||means a licensed passenger sales agent who represents us in the sale of air passenger transportation on our services
||means your personal property accompanying you on your trip. It consists of both your Checked Baggage and Cabin Baggage
||means the amount of Cabin Baggage and Checked Baggage you may carry without additional charge for travel on our services (see 7.1)
|Baggage Identification Tag
||means the Carrier's tag attached to each item of Checked Baggage for the purpose of identifying the Checked Baggage
||means the document (in paper or electronic form) that is issued to you as evidence that you have checked-in for a flight
||(sometimes referred to as carry-on or unchecked baggage) means any of your Baggage you take with you into the cabin of the aircraft
|Carrier||means an air carrier
|Checked Baggage||means that part of your Baggage that you do not take into the cabin of the aircraft with you
|Check-in Deadline||means the time limit specified by the Carrier by which you must have completed check-in and received your Boarding Pass
|Codeshare||means a flight where the Airline Designator Code in the flight number is not the Airline Designator Code of the Carrier operating the aircraft
|Conditions of Carriage||means these Conditions of Carriage and includes the conditions of contract or key conditions of carriage set out in your Ticket
|Convention||means whichever of the following apply:
|Day||means a full calendar day. For the purpose of notification, the day upon which the notice is dispatched is not counted. For the purpose of Ticket validity, the day on which the Ticket is issued is not counted
|Domestic carriage||means travel between points within the same country and there is no Transit, Stopover or Transfer outside that country
|Electronic Ticket||means the electronic record of your Ticket made by us or an Authorised Agent, which is held in our reservations system
|Event Beyond Our Control||means weather events, air traffic control issues, industrial action by a third party, security issues or any other unusual and unforeseen circumstance which we cannot control and the consequences of which we could not have avoided
|Event Beyond Your Control||means an unusual and unforeseen circumstance which you cannot control and the consequences of which you could not have avoided
|Event Within Our Control||means engineering issues, Qantas IT system outages, delayed delivery of baggage to the carousel due to resourcing issues, late cleaning/loading of catering to the aircraft, crew/staffing issues or any other circumstance which we can reasonably control|
|Excess Baggage||means any Checked Baggage in excess of the applicable Baggage Allowance for Checked Baggage
|Flight Coupon||means a part of the Ticket that indicates the departure and arrival points for a single journey or each leg of a journey
|International Carriage||means travel between two or more countries including any flights within those countries where they are combined with any international flights
|Passenger||means a person with a Ticket who is carried or is to be carried on an aircraft, except members of the operating crew
|Qantas, we, us, our, ourselves
||means Qantas Airways Limited (ABN 16 009 661 901) and Qantas' regional airlines operating in Australia under the QantasLink brand and trans Tasman flights (or such other flights from time to time) operated by Jetconnect Limited, unless otherwise specified. These Conditions of Carriage do not apply to Jetstar services.
|Qantas Frequent Flyer Award||means a Ticket issued in exchange for the redemption of Qantas Points in accordance with the Qantas Frequent Flyer Program Terms and Conditions
|Special Drawing Rights (or SDRs)
||means the composite unit of currency that is the official unit of exchange of the International Monetary Fund. (As a rough guide, 1 SDR equates to approximately AU$1.80 or NZ$1.95, but this will fluctuate depending on exchange rates.)
|Significant Change||means a change that significantly impacts you and your travel plans|
|Stopover||means a deliberate interruption of a journey by the Passenger for more than 24 hours, at a point between the place of departure and the destination, which is shown on the Passenger’s Ticket
|Tarrif||means the fares, fare rules, charges or Conditions of Carriage that we file with airline global distribution systems, in our own reservations system, or in certain instances, with government authorities
|Ticket||means either the document entitled "Passenger Ticket and Baggage Check" or the Electronic Ticket issued by us or an Authorised Agent on behalf of us and includes all printed terms, conditions and notices
|Transfer||means a change from one service to another service with the same or a different Carrier
|Transit||means a scheduled stop by the Passenger en-route to a destination, for less than 24 hours, at a point between the place of departure and the destination
|you, your, yourself
2.1 Application of Conditions of Carriage
Except as provided in 2.4 (Overriding Law), 2.5 (Reading Down) and 2.8 (Charter Operations), these Conditions of Carriage apply to travel on our flights or flight segments, where 'Qantas' or our Airline Designator Code 'QF' is shown as the Carrier on your Ticket, and in any case where we have a legal liability to you in relation to your flight.
2.2 Gratuitous or Reduced Fare Carriage
These Conditions of Carriage apply to Qantas Frequent Flyer Award travel and to gratuitous and reduced fare carriage, except to the extent that we have told you otherwise.
2.3 Basis of Carriage
The carriage of a Passenger on any flight by Qantas under the QF Airline Designator Code is, without exception, subject to:
- these Conditions of Carriage
- any applicable Tariffs filed by us with regulatory bodies
- the Convention and any other applicable laws
- any specific directions given to a Passenger in writing or orally by our staff, and
- the fare rules or Qantas Frequent Flyer Award redemption rules, as applicable.
2.4 Overriding Law
These Conditions of Carriage do not apply to the extent that they are inconsistent with laws that apply to your carriage.
In respect of any goods or services we may provide, certain statutory guarantees or warranties may apply for the benefit of consumers. The nature and application of these guarantees or warranties will depend on the relevant jurisdiction.
In Australia, services come with the following consumer guarantees:
- guarantee as to due care and skill;
- guarantee as to fitness for a particular purpose; and
- guarantee as to reasonable time for supply.
Nothing in these Conditions of Carriage is intended to exclude or restrict the application of such consumer laws.
In respect of goods or services acquired for business purposes and not as a consumer:
(a) consumer guarantees and warranties, including under the Australian Consumer Law, a Fair Trading Act or the New Zealand Consumer Guarantees Act 1993 (NZ), will not apply where these Conditions of Carriage apply, provided that the relevant terms may by law be excluded; and
(b) if a statute or other law provides a guarantee or warranty that cannot be excluded, to the extent permitted by law our liability for a breach of the guarantee or warranty will be limited to either supplying the goods or services again or paying the cost of having them supplied again, as determined by us.
2.5 Reading Down
If any of these Conditions of Carriage is invalid, illegal or unenforceable, it will be read down to the extent necessary to ensure that it is not invalid, illegal or unenforceable, but if that is not possible, it will be severed from the Conditions of Carriage and the other conditions will remain valid.
2.6 Cannot Vary
No Qantas employee or other person is authorised to vary any of these Conditions of Carriage. However, this does not affect our right to waive any fare rule or amount payable. A waiver on one occasion does not constitute a waiver on any other occasion.
2.7 Conditions Prevail Over Special Procedures
We may publish a summary of these Conditions of Carriage to assist in drawing key issues to the attention of Passengers. The terms of these Conditions of Carriage will prevail over any summary of them.
Subject to 2.4 (Overriding Law), if any of these Conditions of Carriage is inconsistent with any special procedures we may have (for example, in relation to the carriage of unaccompanied minors or Passengers with limited mobility), these Conditions of Carriage will prevail to the extent of the inconsistency.
2.8 Charter Operations
If carriage is performed by us under a charter agreement (hire arrangement), these Conditions of Carriage apply unless Passengers are advised otherwise by or on behalf of the charterer prior to boarding the aircraft.
2.9 Additional Services or Other Forms of Transportation
(a) If we make arrangements for you with any third party to provide any services other than carriage by air on a QF Airline Designator Code, or if we issue a Ticket or voucher relating to transportation or services (other than carriage by air) provided by a third party, such as hotel reservations or car rental, in doing so we act only as agent. The terms and conditions of the third party service provider will apply.
(b) If we are also providing non-airline transportation to you, our Conditions of Carriage do not apply to such transportation. The operator's conditions of carriage may significantly limit or exclude liability. Details are available upon request.
3.1 Preparing to Travel
Travel advisory services are not included in the price of your Ticket. You alone are responsible for making all necessary arrangements for your travel and ensuring that you comply with all laws, regulations and orders of the places you will travel to, such as:
- finding out from relevant embassies or consulates whether you need a passport, visa or other travel document, health document or evidence of onward travel
- obtaining those documents
- obtaining inoculations, and
- finding out about dangers to your health and safety at your destination and any Stopover (see 3.2).
If we provide assistance for any of the above aspects of your travel, this does not release you from your responsibility in respect of these matters.
3.2 Destination - Passenger Enquiries
It is your responsibility to enquire about any local issues and conditions at your destination(s) prior to commencing travel. We make no representations as to the safety, conditions or other issues that may exist at any destination. Travel advice can be obtained from various sources, including local governments, local consular offices and the website of the Australian Department of Foreign Affairs and TradeOpens external site in a new window, the New Zealand Ministry of Foreign Affairs and TradeOpens external site in a new window, or the U.S. Bureau of Consular AffairsOpens external site in a new window.
3.3 Travel Insurance
Because travel involves many risks, and our liability to you is limited, you may choose to purchase travel insurance, which can cover things like:
- lost Tickets
- changes in travel plans and travel cancellation
- medical and hospital expenses
- repatriation costs
- personal injury and death
- delayed, damaged or lost Baggage and other items.
We have arrangements with other Carriers known as 'Codeshares'. This means that even if you have made a reservation with us and hold a Ticket for a Qantas flight (i.e. a flight with a QF Airline Designator Code), you may travel on another Carrier's aircraft.
If such arrangements apply to your flight, we will advise you of the Carrier operating the aircraft at the time you make a reservation. The conditions of carriage of the Carrier whose flight number appears on your Ticket will apply to your Codeshare flight.
Unless we advise you otherwise, where a QF Codeshare flight departs from an airport in the United States, the tarmac delay contingency plan of the operating Carrier will apply to your flight.
We may refuse to carry you if we, acting reasonably, are not completely satisfied that it is safe for you to fly. Before you make a reservation you should tell us if you suffer from any illness, disease or other condition which may make it unsafe for you or other Passengers if you fly.
(b) Deep vein thrombosis (DVT):
Some studies have concluded that prolonged immobility may be a risk factor in the formation of clots in the legs, known as DVT. If you feel you may be at risk from DVT or other health problems, consult with your doctor before travel. Information on health issues can be found:
- online at your health inflight
- in the onboard information pages of our inflight magazine - Qantas The Spirit of Australia
- onboard our aircraft through our entertainment system.
If you are pregnant, the following precautions must be observed.
For travel after the first 28 weeks of your pregnancy: you need to carry a certificate or letter from a registered medical practitioner or registered midwife confirming:
- the estimated date of delivery
- whether it is a single or multiple pregnancy; and
- that there are no complications with your pregnancy.
For flights of four hours or more:
- if you are having no complications with your pregnancy you can travel up to the end of the 36th week of your pregnancy for single pregnancies or up to the end of the 32nd week for multiple pregnancies (for example, twins)
- medical clearance is required if you are having complications with your pregnancy
For flights of less than four hours:
- If you are having no complications with your pregnancy you can travel up to the end of the 40th week of your pregnancy for single pregnancies and up to the end of the 36th week for multiple pregnancies (for example, twins).
- Medical clearance is required if you are having complications with your pregnancy.
If you wish to travel within seven days after delivery, medical clearance is required. Infants cannot travel for 48 hours after delivery and need medical clearance to travel between three and seven days after delivery.
- We do not represent that travel is safe for you at any particular point during your pregnancy. You must seek advice from your own medical practitioner prior to your flight. The periods referred to above are only our minimum requirements.
- Some countries place limitations on the entry of non-national pregnant women. Check with the relevant embassy or consulate before you travel to confirm any further limitations.
3.6 Personal Information
We collect personal information about you (including health information where necessary) to provide products and services to you, process your travel arrangements, facilitate your participation in the loyalty programs of Qantas and other organisations, conduct marketing activities and market research, and for immigration and customs control, security, administrative and legal purposes. If the information is not provided by you, we may not be able to provide the service requested.
For these purposes, you authorise us to retain your personal information and to disclose your personal information to our related companies, other Carriers, travel service providers, organisations which provide services to us, such as collecting commissions, your employer if you are travelling on a Ticket provided through your employer's corporate travel agreement with us, credit and other payment card companies, various law enforcement agencies and governments around the world for security, customs, emergency and immigration purposes. For more details see our Privacy Statement.
You may be required by government regulations or laws to provide specific personal information to us, including information to enable you to travel to other countries or to enable us to notify family members in the event of an emergency.
You can gain access to the information we hold about you and ask for correction of your personal information by contacting Qantas Customer Care, 10 Bourke Road, Mascot NSW 2020, Australia.
4.1 Making a Reservation
A reservation for a flight is made when recorded as accepted and confirmed by us or an Authorised Agent. We or our Authorised Agent will provide you with written confirmation of your reservation.
We do not accept any responsibility for any loss you may incur if you make arrangements for travel on Qantas through anyone other than Qantas or its Authorised Agent.
4.2 Specified Reservation
You will not be allowed to travel if you do not have a Ticket for a specified reservation, in a specified class of service and on a specified date and flight.
4.3 Ticketing Time
Once you make a reservation, you or someone on your behalf must pay for the Ticket before the specified ticketing time, as advised by us or an Authorised Agent. That time may be the time of making the reservation or later. If payment is not received by us on or before the specified ticketing time, or is received but subsequently reversed, we may cancel your reservation.
Before your flight we advise you to check our website for any schedule changes. We do not require you to reconfirm your reservation with us. However, you may need to reconfirm your reservation with any other Carriers involved in your journey. You are responsible for checking and complying with the reconfirmation requirements of those other Carriers.
4.5 Changes to Reservations
We offer a choice of different fare types that are subject to different fare rules and are priced differently. Your reservation is subject to the fare rules applicable to the type of fare you choose. These are available to you at the time of booking. Please note the fare rules and in particular any change fees or restrictions that may apply.
Qantas may increase fees and charges applicable under the fare rules from time to time. If such a change will affect your existing booking, we will give at least one month's notice of the change by updating the Fare Guide.
Requests for changes or cancellation of a reservation can only be made directly to Qantas or our Authorised Agent.
4.6 If You Are Late or Do Not Show Up for Your Flight
Refer to the fare rules of the fare you have purchased.
If you notify us in advance, in accordance with any timeframes set out in your fare rules, that you will not show up for the flight, we will not cancel any subsequent flight reservations on your Ticket.
4.7 Seating Selection and Allocation
Although we will try to accommodate your seating need or choice, we do not guarantee you any particular seat. We may need to change your seat at any time, even after you have boarded the aircraft, for operational, safety or security reasons.
If we need to ask you to downgrade for any reason, we will at your option:
- provide you with an appropriate refund of the difference in fares (or an appropriate credit of Qantas Points in the event that you are travelling on a Qantas Frequent Flyer Award), or
- accommodate you on a reasonable alternative available flight on our services.
4.8 Specific Needs
If you require special assistance because:
- you are ill
- you have limited mobility
- you have a service animal
- you are pregnant
- you need special help, or
- you have a child who is to travel unaccompanied.
we will not refuse to carry you (or your unaccompanied child) provided that:
- you have made prior arrangements with us or our Authorised Agent
- you have complied with any reasonable requests we may have, and
- we have agreed to provide special help.
4.9 Special Meals
If the service of special meals is available on your selected flight, we will try to ensure that if you have requested a dietary or religious special meal when you make your reservation, it is available. However, we do not guarantee we will be able to supply your requested special meal.
5.1 What Your Fare Covers
Your fare covers the flight(s) for you and your Baggage Allowance:
- from the airport at the place of departure specified on your Ticket
- to the airport at the place of destination specified on your Ticket.
5.2 What Your Fare Does Not Cover
Your fare does not include ground transport between one airport and another or between the airport and any other place.
5.3 Cancellation by You
Subject to 13 or any applicable law, some fare types may be non-refundable or only partially refundable. You should choose the fare which best suits your needs and consider taking out travel insurance which covers you in case you need to cancel your reservation.
In accordance with US Department of Transportation rules, customers who purchase a ticket in the United States for travel on Qantas may cancel their reservations and have their ticket refunded without charge within 24 hours of ticketing when the ticket is purchased one week or more prior to scheduled departure of the first flight in the itinerary.
5.4 Buying Your Ticket
You must ensure you purchase your Ticket from us or our Authorised Agent.
You must pay your fare, including any taxes, fees and carriers charges in the currency of the country in which the Ticket is issued, unless we or our Authorised Agent permit or require you to use another currency at or before the time you pay (for example, because of the non-convertibility of the local currency). We may decide to accept payment in another currency.
5.6 Third Party Fees and Taxes
You may be required to pay additional fees or taxes direct to third parties. For example, airport departure charges may be levied directly on you at an international airport. Such amounts will not be marked on your Qantas Ticket.
If a government authority imposes or increases an unavoidable charge or tax on your carriage on a per passenger basis before you travel, we will pass on that cost to you if permitted by law to do so.
6.1 Ticket Not Transferable
Except to the extent required by law or provided under the applicable fare rules, a Ticket is not transferable to another person. If someone else presents your Ticket for travel and we discover that that person is not you, we will refuse to carry that person. However, if we, acting reasonably, do not discover that the person is not you and as a result either carry the person or give them a refund, we:
- are not obliged to replace your Ticket: and
- are discharged from all and any liability to provide you a refund.
6.2 Ticket Validity Period
Your Ticket will be valid for 12 months from the date of commencement of travel or if no part of the Ticket is used, for 12 months after the date first issued, unless the fare rules provide otherwise.
6.3 Extending Validity Period
(a) If you are unable to travel while your Ticket is valid because we:
- cancel your flight
- delay your flight to the extent that you have to cancel your travel
- omit a scheduled stop, being your place of departure, place of destination or Stopover
- cause you to miss a connection on another Qantas flight, or
- are unable to supply you with a confirmed seat,
we will extend the validity of your Ticket to enable you to travel on the next available flight. Alternatively, you may request a refund in accordance with 13 (Refunds).
(b) If you are prevented from travelling on your Ticketed flight due to illness, we may extend your Ticket validity for up to three months to allow you to travel, depending on the circumstances. We will require proof of the circumstances, such as a medical certificate.
(c) If a passenger travelling with you in the same booking dies during the journey, we may do either or both of the following:
- not enforce any minimum stay conditions which apply to your Ticket
- extend the validity of your Ticket for up to 45 Days after the date of death.
We may ask you to provide proof, such as a valid death certificate.
6.4 Events Beyond Your Control
If you have purchased a fare for travel on our services and:
- you are travelling on private travel and not on business
- you have been prevented from travelling by Events Beyond Your Control, and
- all or part of the fare for your Ticket is non-refundable,
we will give you a credit for the non-refundable part of the fare for future travel on us provided that you:
- have a completely unused Ticket
- have told us promptly about the Events Beyond Your Control, and
- have given us satisfactory evidence of these Events Beyond Your Control.
The credit can be used for future travel on Qantas flights (ie, a flight with a QF Airline Designator Code) within 12 months of the date of original Ticket issue. We may charge a reasonable service fee.
6.5 Coupon Sequence
(a) The fare paid for your Ticket has been calculated on the basis of the sequence of transportation shown in your Ticket.
(b) Once travel has commenced, if you do not wish to continue the journey in that sequence, you must pay any applicable fees, taxes and fare adjustment. The Ticket will be reissued for the new fare which will be the full unrestricted fare that was applicable for the relevant class of travel on the date of original purchase for the revised itinerary.
(c) Alternatively, you may request a refund for the unused portion of your Ticket within 12 months after the original date of Ticket issue. The amount to be refunded (if any) will be the difference between the fare paid and the full unrestricted fare that would have been payable for the revised itinerary. Any applicable change fee and service fee will be deducted from that amount.
(d) If you wish to change your sequence of transportation before travel has commenced, and your fare rules allow it, you may request a fare recalculation and ticket reissue, in which case payment of any applicable fees and fare difference will be required.
(e) For tickets purchased in Italy: in the event of non use, for any reason, of the outward flight (or of a leg of the outward flight, or a leg of the return flight), the request to maintain the validity of the ticket for the next leg or the subsequent segments may be solely accepted provided you contact our Italian office on the following phone number: +39 06 6992 1553 between 9am and 5pm Monday to Friday local time (charges may apply), or on +41 44 511 1237 (24 hours, 7 days a week; charges may apply), or email: firstname.lastname@example.org within these time frames:
- within 24 hours from the scheduled departure time of the flight on which the no show occurred;
- in the event the departure time of the subsequent flight is within 24 hours of the flight on which the no-show occurred, the communication to us must be received at least 2 hours before the departure of such subsequent flight.
We will issue a new electronic ticket for the modified itinerary, for you to travel on.
If you contact us outside of the above time frames, and if there are seats available in the subsequent leg/successive segments, we will be entitled to request the payment of an amount equal to the difference between the price paid for the previously purchased ticket and the price corresponding to the highest fare available in the same class/cabin, applicable to the modified itinerary at the time of the re-issue of the ticket, unless the fare rules applicable to the original ticket are more favourable for you.
6.6 Ticket Issued for Carriage on Another Carrier
If we issue a Ticket for you to be carried on another Carrier's Airline Designator Code, or check in Baggage for carriage on another Carrier's Airline Designator Code, we do so only as agent for that Carrier. The conditions of carriage of the other Carrier will apply. See also 16.4(a) (Damage to Your Baggage).
6.7 Package Travel and Holiday Tours EC Directive
This 6.7 applies only if you have purchased a fare for travel on our services as part of a package tour and European Community Directive 90/314/EEC on Package Travel and Holiday Tours applies.
We or an Authorised Agent will, if you ask, issue a new Ticket to somebody else to replace your Ticket if:
- you want to transfer your booking under article 4.3 of the Directive
- you prove to us or an Authorised Agent that you have satisfied the requirements of Article 4.3 of the Directive and are entitled to transfer the booking
- you give us or an Authorised Agent reasonable notice of your intention to transfer the booking before the date of scheduled departure of your flight
- you give us or an Authorised Agent the full name, address and contact number of the person to whom you want the new Ticket to be issued
- you deliver your Ticket to us or an Authorised Agent, and
- you pay us or an Authorised Agent a reasonable administration fee for issuing the new Ticket.
7.1 Baggage Allowance
You may carry a limited amount of Baggage without additional charge provided it complies with our requirements and these Conditions of Carriage. The current allowances for Carry-on Baggage and Checked Baggage are set out on our website and may change. We will give at least one month's notice of any change by updating the Baggage page on our website, or such notice as is otherwise required by law.
7.2 Prohibited Items
We will not carry, and you must not include in your Baggage or otherwise try to bring on board the following prohibited items:
- items which are prohibited by any applicable law from being carried on any aircraft
- firearms (except see 7.3) and weapons of any type, including but not limited to knives, blades, or sharp items (except see 7.5)
- items listed as dangerous goods in your Ticket
- items which are likely to endanger the aircraft or persons or property on board the aircraft, or that may become dangerous. More information is available in the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air, and the International Air Transport Association (IATA) Dangerous Goods Regulations.
- items we reasonably determine are unsuitable for carriage because they are dangerous or unsafe
- animals (except for service animals or where 7.7 applies).
If we discover that you are carrying prohibited items, we may do whatever we consider appropriate and what is reasonable in the circumstances, including disposing of the item.
Unless we are at fault, we will not be responsible for any loss or damage caused to any prohibited items if they are brought on board despite being prohibited items.
We may agree but are not obliged to carry firearms and ammunition for sporting purposes in your Checked Baggage. If we do, these must be packed in accordance with all applicable laws and regulations. Applications for the carriage of firearms and ammunition for sporting purposes must be submitted at least two working days prior to your scheduled departure date.
7.4 Restrictions on Checked Baggage
You must not include in your Checked Baggage:
- fragile, delicate or perishable items
- items with a special value, such as money, jewellery, precious metals, silverware
- negotiable papers, share certificates, securities or other valuable documents
- personal electronic equipment including compact discs
- commercial goods or business documents, or passports and other travel documents.
If you carry items in contravention of these Conditions of Carriage, we will use all available defences against any claim in respect of any damage, loss or destruction of those items.
7.5 Restrictions on Cabin Baggage
Some items cannot be carried in the cabin of the aircraft. These include weapons, restraining devices, knives and sharp tools or cutting implements such as scissors and screwdrivers and some sporting goods such as bats and clubs. The list of prohibited items may vary depending where you board an aircraft. Please check with us or your Authorised Agent prior to travel. You may be able bring some of these items as Checked Baggage (but see 7.6).
If you try to include a prohibited item in your Cabin Baggage, we may take it from you.
We do not accept any responsibility for items which we refuse to carry as Cabin Baggage and which are not carried as Checked Baggage.
You are responsible for your personal items that are in your care and control.
7.6 Excess Baggage
If you arrive to check in with Excess Baggage, we may:
- refuse that Excess Baggage, or
- accept that Excess Baggage for carriage and require you to pay a fee before boarding.
We may need to carry your Excess Baggage on a later flight.
If we decide to carry the Excess Baggage but decide not to charge you for some or all of your Excess Baggage, this does not mean that you will not be charged when you check in for any further flights on your itinerary. Other airlines may also charge different rates for Excess Baggage.
7.7 Pet animals
On some flights we may, at our discretion, agree to carry pet dogs, cats or birds as Excess Baggage. Otherwise, all other animals except service animals will be treated as freight.
For travel with a service animal, you must give us at least 14 days notice prior to travel so that appropriate arrangements can be made.
If you are travelling domestically or internationally:
- you must notify us when you make your reservation that you wish to travel with your pet animal. Some airports will require that your pet travels as freight and some will allow carriage in the hold as Checked Baggage
- if we agree that your pet may be carried in the aircraft hold as Checked Baggage, you must supply proper crating and food for your pet. If you fail to do this, we may decide not to carry your pet
- you may be required to pay an Excess Baggage fee
- you must have with you valid health and vaccination certificates; entry, transit and exit permits; and all other documents required by any applicable law, regulation or order
- you must repay to us any fines, costs, charges, losses or liabilities we, acting reasonably, have paid or suffered because you did not have these documents
- we are not liable to you for any action taken by an airport or regulatory authority with regard to your pet animal
- we will not be responsible for injury to or loss, sickness or death of an animal unless we have been negligent or an applicable law provides otherwise.
Carriage of your pet may be subject to additional conditions specified by us.
Qantas, government or airport officers or their representatives may:
- require you to submit to clothing and body searches
- require you to submit your Baggage to searches or inspections, and
- search or inspect your Baggage with or without you.
As a result of a search, or if you refuse to submit yourself or your Baggage to a search, we may refuse to carry you and your Baggage, and may deliver your Baggage to government or airport officers if required to do so.
Except as otherwise provided by the Convention or other applicable laws if a search, screening or x-ray causes damage to you or your Baggage, we will not be liable for the damage unless it was caused by our negligence.
8.1 Before Departure
You must ensure you have with you when you travel your Ticket (or a print out of your Electronic Ticket, or a booking reference for domestic travel), identification, all necessary travel documents and anything else you need to travel. For International Carriage, your passport will be required. Photo identification may also be required if your flight is a domestic sector of an international flight and departs from an international terminal. For Domestic Carriage you must be able to produce identification on request, such as your driver's licence, Qantas Frequent Flyer or Qantas Club card or the credit card used to purchase your Ticket.
8.2 Check-In and Boarding Deadlines
Check in deadlines apply and may be strictly enforced. To help us get your flight away on time, ensure you are at the boarding gate by the time specified.
8.3 Boarding Pass and Baggage Receipt
Once you have checked in for your flight and registered any Checked Baggage, keep your Boarding Pass and Baggage receipt with you until you complete your travel.
8.4 If You Are Late
If you arrive:
- late at check-in or the boarding gate through no fault of ours, or
- without your Ticket and all necessary travel documents
- cancel your reservation
- refuse to carry you, and/or
- require you to pay a service fee to cover our reasonably incurred administration costs
Except as otherwise provided in the Convention or any applicable laws, we are not liable to you for any loss or damage you may suffer as a result of your late arrival.
9.1 Schedule Changes and Cancellations by us
(a) Schedules Not Guaranteed
We will use our reasonable endeavours to operate in accordance with our published schedules. However, we do not guarantee the flight times and they do not form part of your contract of carriage with us.
(b) Flight Changes
Before we accept your booking, we or our Authorised Agent will tell you the scheduled departure time of your flight and it will be shown on your Ticket. We may need to change the scheduled departure time of your flight after your Ticket has been issued. If you give us or our Authorised Agent contact information, we or they will use our reasonable endeavours to let you know about any changes. In any event, prior to your flight you should check to ensure your flight times have not changed. You should check the flight departure and arrival information posted at the airport. Except as otherwise provided in the Convention or any applicable laws, such as the Australian Consumer Law, we will not be liable to you for any losses that you may incur if you fail to do so.
(c) Significant Change
If, due to Events Within Our Control, after you buy your Ticket we make a Significant Change to the scheduled departure time of your flight or the flight is cancelled, we will:
- rebook you on the next available flight (or combination of flights) on our services to your booked destination at no additional cost to you
- alternatively, at your option, refund the applicable fare
- if you choose to continue travel and the change or cancellation occurs on the day of scheduled travel, resulting in your delay at the departure airport, provide you with meal or refreshment vouchers (or reimburse you for the reasonable costs of meals or refreshments if we do not provide vouchers)
- if your travel with us is delayed overnight and you have already commenced travel on your booking (ie you are at an 'away' port), use reasonable endeavours to assist you to find overnight accommodation or reimburse your reasonable accommodation costs if we have not provided accommodation.
(d) Discontinued Route
If we cease to operate on a route and as a result we cancel a flight for which you have purchased a Ticket, we will:
- offer you a seat on the next available flight on our services for an alternative route to the same destination (if available) and where a connection was arranged by us, a seat on the next available connecting flight
- alternatively, at your option, refund the applicable fare.
9.2 Late or Cancelled Flights (Events Beyond Our Control)
Where your flight is delayed or cancelled as a result of an Event Beyond Our Control, whether you have checked in or not, we will:
- use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you
- alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare.
We will not be responsible for paying any other costs or expenses you may incur as a result of the delay or cancellation, except as otherwise provided in these Conditions of Carriage or required by applicable laws, such as the Australian Consumer Law.
10.1 Refusal of Carriage
Even if you have a Ticket and a confirmed reservation, we may refuse to carry you and your Baggage if any of the following circumstances have occurred or we reasonably believe will occur:
- if carrying you or your Baggage may put the safety of the aircraft or the safety or health of any person in the aircraft in danger or at risk
- if you have used threatening, abusive or insulting words towards our ground staff or a member of the crew of the aircraft or otherwise behaved in a threatening manner
- if carrying you or your Baggage may materially affect the comfort of any person in the aircraft
- if carrying you will break government laws, regulations, orders or an immigration direction from a country to which you are travelling or are to depart from
- because you have refused to allow a security check to be carried out on you or your Baggage
- because you do not appear to have all necessary documents
- if you fail to comply with any applicable law, rule, regulation or order or these Conditions of Carriage
- if you fail to complete the check-in process by the Check-In Deadline or fail to arrive at the boarding gate on time
- because you have not obeyed the instructions of our ground staff or a member of the crew of the aircraft relating to safety or security
- because you have not complied with our medical requirements
- because you require special assistance and you have not made prior arrangements with us for this
- if you are drunk or under the influence of alcohol or drugs
- if you are, or we reasonably believe you are, in unlawful possession of drugs
- if your mental or physical state is a danger or risk to you, the aircraft or any person in it
- if you have committed a criminal offence during the check-in or boarding processes or on board the aircraft
- if you have deliberately interfered with a member of our ground staff or the crew of the aircraft carrying out their duties
- if you have put the safety of either the aircraft or any person in it in danger
- if you have made a threat
- because you have committed misconduct on a previous flight and we have reason to believe that such conduct may be repeated
- because you cannot prove you are the person specified on the Ticket on which you wish to travel
- because you are trying to use a Flight Coupon out of sequence without our agreement
- if you destroy your travel documents during the flight
- if you have refused to allow us to photocopy your travel documents
- if you have refused to give your travel documents to a member of Our ground staff or the crew of the aircraft when we have asked you to do so
- if we reasonably believe you will ask the relevant government authorities for permission to enter a country through which you are Ticketed as a transit Passenger
- because your Ticket:
- is not paid for
- has been reported lost or stolen
- has been transferred
- has been acquired unlawfully
- has been acquired from someone other than us or an Authorised Agent
- contains an alteration which has not been made by us or an Authorised Agent
- is spoiled, torn or damaged or has otherwise been tampered with, or
- is counterfeit or otherwise invalid.
In any of the situations in this 10.1, we may remove you from a flight, even after you have boarded, without any liability on our part, and cancel any subsequent flights on the Ticket.
10.2 Notice of Refusal to Carry You
We will be entitled to refuse to carry you and your Baggage if we have notified you in writing that we will not carry you on our services. The notice will give details of the period for which it will apply and will ask you not to buy a Ticket or ask or allow anyone to do so for you. If you try to travel while the notice is in force, we will refuse to carry you and you will be entitled to a fare refund minus our reasonable administration fee.
10.3 Overbooked Flights - Denied Boarding Compensation
Airline flights may be overbooked. This means there is a slight chance that there may be more reservations than available seats on your flight. In these circumstances, where practicable, we will offer an incentive for volunteers not to travel on their booked flight. Volunteers will not be entitled to any further payment, refund or compensation. If there are not enough volunteers, we may need to deny boarding to one or more Passengers involuntarily.
If you are denied boarding due to an overbooking of our flight for which you have a valid Ticket and a confirmed reservation, and you have met our Check-In Deadline and complied with all applicable requirements for travel as set out in these Conditions of Carriage, we will offer you a seat on the next available flight on our services. If this is not acceptable to you, we will provide compensation and any care required by any law which may apply or in accordance with our policy if there is no applicable law. This will depend on the jurisdiction in which the denied boarding occurs.
Our denied boarding compensation policy is available on request.
11.1 Obey Directions
To maximise passenger comfort, safety and security, you must comply with the following requirements, and all other reasonable directions of any crew member on your flight with us, when on board:
- stow Cabin Baggage under the seat in front of you or in the overhead lockers
- take care when you open overhead lockers, since Cabin Baggage may move during flight
- keep your seatbelt fastened when seated
- remain seated with your seatbelt securely fastened during turbulence
- stay seated as directed, in particular while the aircraft is moving on the tarmac
- do not smoke
- if you drink alcohol, drink only in moderation and only alcohol served on your flight with us as part of our inflight bar service
- use infant and child restraints as directed
- do not behave in a manner to which other passengers may reasonably object, and
- if asked by a member of the crew acting reasonably, you must give your passport or other travel document to them for safe custody until the end of the flight.
We may also ask you not to operate any electronic devices including cellular telephones, laptop computers, recorders, radios, CD players, electronic games, laser products or transmitting devices, remote or radio controlled toys that could interfere with the flight. If you fail to comply with our requests, we may retain the device until the end of the flight. Hearing aids and heart pacemakers are permitted.
11.2 Control of Passengers
We will take all reasonable steps to maintain the comfort, safety and security of all passengers. If we reasonably consider it necessary, we may restrain you or remove you from any flight anywhere, for example if you:
- conduct yourself so as to endanger the safety of the aircraft or any person or property on board
- obstruct, or fail to comply with any direction of any crew member
- behave in a manner to which other passengers may reasonably object
- interfere with a crew member who is performing his or her duties on board an aircraft
- tamper or interfere with the aircraft or its equipment.
In addition, you may be refused further carriage with us. You may also be prosecuted for offences committed on board the aircraft.
11.3 Diversion Costs Caused by Unacceptable Behaviour
If we divert the aircraft to an unscheduled destination as a result of your failure to comply with the requirements set out in these Conditions of Carriage or your conduct described in 11.2, you must pay us the reasonable costs of the diversion.
11.4 Smoking prohibited
Smoking is not permitted on any of our aircraft.
12.1 Collect Your Checked Baggage
You must collect your Checked Baggage as soon as it is available for collection.
12.2 If You Cannot Find Your Checked Baggage
If you cannot find your Checked Baggage, produce your Ticket and Baggage receipt to us. Only the person to whom the Baggage receipt was issued is entitled to collect that Baggage.
12.3 Release of Checked Baggage by Qantas
If we have Baggage you claim is yours but you do not have the Baggage receipt, we will release it to you only if you:
- produce adequate proof of entitlement to it
- undertake in writing to us that you will reimburse us for any loss, damage or expense incurred as a result of that release, and
- comply with any other applicable directions given to you by us.
12.4 Disposal of Baggage by Qantas
If you do not collect your Checked Baggage within 28 Days of your flight, it will be disposed of without notifying you and without liability on our part.
We are not liable for any loss you may suffer caused as a result of your leaving Cabin Baggage or any personal belongings on an aircraft when you disembark (unless the damage was caused by our fault) or if you leave any belongings in the airport terminal or member lounge.
12.5 If You Collect the Wrong Bag
If you pick up the wrong bag or other baggage from the baggage carousel, it is your responsibility immediately to return the bag or baggage at your own cost to the baggage service office or airport manager at the airport where you collected it.
13.1 When a Refund is Available
You will be entitled to a refund if we:
- are unable to carry you and you have a confirmed reservation
- delay your flight to the extent that you have to cancel your travel
- make a Significant Change to the scheduled flight time, and we are unable to book you on an alternative flight which is acceptable to you
- downgrade you from the class paid for
- fail to stop at a Stopover or the destination specified on your Ticket
- cause you to miss a connecting Qantas flight on which you have a confirmed reservation, or
- cancel your flight.
In these circumstances we will provide a refund on request as set out in 13.2.
13.2 What Refund is Available?
Where a refund is payable in accordance with these Conditions of Carriage, unless otherwise specified in these Conditions of Carriage the refund will be equal to:
- the fare paid, if no part of the Ticket is used
- alternatively, if part of the Ticket is used, the difference between the fare paid and the fare that would have been payable if booked for the travel taken,
including any taxes and carriers charges, less any applicable fees.
Depending on the fare type, where a Ticket is partly used, the unused part may have little or no refund value.
13.3 Who Gets The Refund and How is it Paid?
(a) Any refund will be paid to the person who paid for the Ticket, unless that person has authorised us in writing to pay the refund to someone else.
(b) We will pay the refund in the same way and in the same currency used to pay for the Ticket, unless the fare rules provide otherwise or we agree otherwise.
(c) If the person who paid for the Ticket is not the Passenger, we will not provide a refund without the Passenger's written consent, unless the Passenger is under 18 or the fare rules provide otherwise or the Qantas Frequent Flyer terms and conditions apply.
13.4 Refunds on Taxes and Charges
Whether or not your airfare is refundable, if you do not use your Ticket, you may be entitled to claim a refund of certain charges and taxes which you have paid, except for any we have had to pay to third parties even though you have not travelled. We may deduct a reasonable administration fee. If the fee exceeds the amount of the refund, no refund will be paid.
a) Notwithstanding the above, for tickets purchased in France, whether or not your airfare is refundable, if you do not use your Ticket, you may be entitled to claim a refund of certain charges and taxes which you have paid. A refund request for taxes and charges can be made online without fee. For refunds made via the Contact Centre, a fee of €35 of the taxes will be charged. Refunds will be paid within 30 days of the refund request being received.
13.5 Deadline for Refunds
Unless an applicable law says otherwise, we may refuse to provide a refund if it is requested after the end of the Ticket validity.
13.6 Right to Refuse Refund
We may refuse a refund on a Ticket which is your evidence of intention to depart from the country you are in unless you can establish to our satisfaction that:
- you have permission from the appropriate government or other authority to remain in that country, or
- you will depart by another means of transport.
14.1 Payment of costs
(a) If you are refused permission to enter a country and a government or government authority orders us to return you to your place of origin or remove you to another country, you must pay for:
- any detention costs; and
- the return or other fare.
We will not refund the fare for carrying you to the place where you were denied entry but we may set off the value of any unused Flight Coupons against the amount of that return or other fare.
(b) If we have given you information which is incorrect and inconsistent with the official information that is reasonably available to us, and you have relied on it, we will pay any reasonably incurred costs arising as a result.
14.2 Reimbursement to Qantas
If we are ordered to pay any fine or penalty at any time, or incur any expense, costs, loss or damage ("losses") by reason of you being denied entry into any country, or because of your failure to comply with any law, regulation, order or requirement, or because of your behaviour, health or medical condition, you must reimburse us for all losses plus all legal costs and other expenses reasonably incurred. We may set off any refund owing to you for unused Flight Coupons against any such amounts.
International Carriage is governed by the Convention, where applicable, or under applicable laws where the Convention does not apply. Where your travel is wholly within Australia with no international sectors, it is subject to the provisions of the Civil Aviation (Carriers' Liability) Act 1959 as amended (or any replacement legislation), the Australian Consumer Law or in the case of intra-State travel, complementary State legislation.
Under the Convention or applicable laws, our liability may be limited in respect of death or injury, Baggage or delay.
Other than as specified in these Conditions of Carriage or applicable laws, we exclude all liability for any costs, expenses, losses or damages whatsoever that may arise in any way in connection with the carriage.
16.2 Negligence by You
If any damage was caused or contributed to by you, our liability may be reduced in accordance with applicable laws.
16.3 Death or Injury or Delay
(a) International Carriage
- For any recoverable compensatory damages up to 113,100 SDRs (about AU$173,500) in respect of death or bodily injury caused by an accident on board the aircraft or during embarking or disembarking, we will not exclude or limit our liability. However, any liability we may have for damage will be reduced in accordance with applicable law by any negligence on your part that causes or contributes to the damage
- We will not be liable for damages arising in respect of death or bodily injury to the extent that they exceed for each passenger 113,100 SDRs, if we prove that:
- such damage was not due to the negligence or other wrongful act or omission of us or our agents; or
- such damage was solely due to the negligence or other wrongful act or omission of a third party
- In the case of passenger delay:
- where the Montreal Convention applies, we will be liable for damage except when we can prove that we took all measures that could reasonably be required to avoid the damage or that it was impossible for us to take such measures. Our liability under the Montreal Convention is limited to 4,694 SDRs (about AU$7,200)
- where the Warsaw Convention applies, we will be liable for damage except when we can prove that we took all necessary measures to avoid the damage or that it was impossible for us to take such measures.
- Where your travel is wholly within Australia and is not International Carriage, our liability for your bodily injury or death is limited to AU$725,000.
(c) European Community
- If your Ticket was purchased in the European Community and your travel is from or to a point in the European Community:
- we will, without delay and in any event not later than 15 Days after the identity of the natural person entitled to compensation has been established, make such advance payments as may be required to meet immediate economic needs on a basis proportionate to the hardship suffered
- an advance payment will not be less than the equivalent of 16,000 Special Drawing Rights (about AU$25,500 or EUR18,000) per Passenger in the event of the death of a Passenger
- an advance payment does not mean that we admit liability and it may be offset against any subsequent sums paid on the basis of our liability.
An advance payment is not returnable unless:
- we prove that the damage was caused or contributed by negligence of the Passenger or the person who received the payment, or
- we prove that the person who received the payment was not entitled to compensation.
- We are not responsible for any illness, injury or disability, including death, attributable to your physical condition, except to the extent that any applicable law requires otherwise.
16.4 Damage to Your Baggage
- We will be liable only for damage or delay occurring during carriage ticketed on our Airline Designator Code. If we issue a Ticket or check Baggage on the Airline Designator Code of another Carrier, we only do so as agent for that Carrier. Nevertheless, with respect to Checked Baggage, you may also have a right of action against the first or last Carrier on your Ticket.
- We are not liable for any damage to your Cabin Baggage to the extent caused or contributed to by your negligence.
- We are not liable for any damage caused by your Baggage. You are responsible for any damage caused by your Baggage to other persons or property, including our property.
(b) International Carriage
- Where your travel is International Carriage and a Convention applies, our liability for damage to Checked Baggage is limited by the Convention except where you prove that the damage resulted from an act or failure to act either done with the intention to cause damage or recklessly and with knowledge that damage would probably result.
- Our liability for loss of, damage to, or delay in the carriage of, your Baggage is limited by the applicable Convention as follows:
- Montreal Convention 1999 - 1,131 SDRs (about AU$1,735) cumulative for both Checked Baggage and Cabin Baggage. In the case of Checked Baggage, we will not be liable if the Baggage was defective, unless Article 22.5 of the Montreal 1999 Convention applies in which case these limits do not apply. We will only be liable for Cabin Baggage if we were at fault
- Conventions other than the Montreal Convention 1999 - 250 francs (about AU$30) for each kilo of your Checked Baggage affected or 5,000 francs (about AU$600) for your Cabin Baggage, unless Article 25 of the Warsaw Convention applies, in which case these limits do not apply.
However, if the law which applies provides for different limits of liability, those different limits will apply.
For the purpose of determining our liability (if any), we will presume the weight of your Checked Baggage is not more than the applicable Baggage Allowance for the relevant class of carriage, unless you have a receipt from us or our Authorised Agent showing otherwise.
- Where your travel is wholly within Australia and is not International Carriage, our liability for loss or damage is limited to A$1,600 per Passenger for your Checked Baggage and A$160 per Passenger for your Cabin Baggage.
We are not liable for any damage arising from our compliance with any laws or government regulations or your failure to comply with the same.
These Conditions of Carriage (including any exclusion or limitation of liability) apply to and are for the benefit of our Authorised Agents, employees and representatives to the same extent as they apply to us. The total amount that you can recover from us, our Authorised Agents, employees and representatives will not be more than the total amount of our liability, if any.
Except where these Conditions of Carriage provide otherwise, our liability, if any, is limited to proven compensatory damages.
Nothing in these Conditions of Carriage:
- except where we state otherwise in writing, gives up any exclusion or limitation of liability to which we are entitled under the Convention or any laws which may apply, or
- gives up any defence available to us under the Convention or any laws which apply, including against any public social insurance body or any person liable to pay, or who has paid, compensation for the death, wounding or other bodily injury of a Passenger.
17.1 Personal Injury or Death Claims
(a) you have a claim for personal injury; or
(b) your personal representative has a claim for your death,
you or your personal representative, as applicable, should notify us in writing as soon as possible.
17.2 Baggage Claims
If the person with a Baggage receipt receives Checked Baggage without making a complaint, it will be reasonable evidence that the Checked Baggage was delivered in good condition, unless proven otherwise. We will not be liable for normal wear and tear of Baggage such as small scratches, scuffs, dents and cuts.
(a) Domestic Carriage - Any claim for loss of or damage to Baggage must be made in writing to us within the following timeframes:
- three Days in the case of damage to or loss or destruction of part only of an item of Checked Baggage or Cabin Baggage, after date of receipt of remainder of the item.
- 21 Days in the case of loss or destruction of the whole of an item of Checked Baggage from the date that the Baggage should have been placed at your disposal.
(b) International Carriage - Any claim for damage to or delay of Baggage must be made in writing to us within the following timeframes:
- in the case of damage to your Baggage, as soon as you discover the damage after you have received the Baggage, and at the latest within seven days.
- in the case of delay, within 21 Days from when the Baggage has been made available to you.
17.3 Clothing Damage
Any incident involving damage to your clothing worn or taken into the aircraft cabin must be immediately reported to our cabin crew.
17.4 Limitation of claims
Unless your right to claim for damages has expired earlier as provided elsewhere in these Conditions of Carriage, you will have no right to claim for damages if court proceedings are not brought within two years from:
- the date of your arrival at your destination
- the date the aircraft should have arrived, or
- the date on which your carriage stopped.
The method of calculating the period of limitation will be determined by the law of the court where the case is heard.
Our name may be abbreviated to QF (Qantas or QantasLink) on the Ticket. Our address is 10 Bourke Road, Mascot, New South Wales, 2020, Australia. Our phone number in Australia is +61 (02) 9691 3636 and in France is +33 1 57 32 92 83.
The European Commission has established a list of air carriers subject to an operating ban within the European Union (Regulation (EC) No.2111/2005). We are required to bring this list to your attention via our website. The latest version of the list and information regarding the regulation can be found on the European Commission siteOpens external site in a new window.
Note: This information only applies to passengers travelling from the UK or a European Union country.
For information on air passenger rights within the European Union, the European Commission has launched a mobile applicationOpens external site in a new window. This application is free and is available to download on the following platforms: Apple iPhone and iPad, Google Android, RIM Blackberry and Microsoft Windows Phone 7. The application is available in 22 languages and makes use of device local storage to avoid the need for data connectivity while travelling.
This notice is required by European Community Regulation (EC) No.889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Regulation or the Montreal or Warsaw Conventions. It does not form part of the contract between Qantas and you. Approximate conversions from Special Drawing Rights (SDRs) to Euros are provided as a guide only and will be subject to change in currency conversion rates.
Air carrier liability for passengers and their baggage
This information notice summarises the liability rules applied by Qantas in respect of international carriage.
Compensation in the case of death or injury
There are no financial limits to our liability for passenger injury or death. For recoverable compensatory damages up to 113,100 SDRs (approximately EUR127,200) in respect of death or bodily injury caused by an accident on board the aircraft or during embarking or disembarking, we will not exclude or limit our liability, except where there is contributory negligence on the part of the passenger. Above that amount, we can defend ourselves against a claim by proving that:
- where the Warsaw Convention applies, we took all necessary measures to avoid the damage or that it was impossible for us to take such measures;
- where the Montreal Convention applies, we were not negligent or otherwise at fault.
In the case of passenger delay:
- where the Warsaw Convention applies, we will be liable for damage except when we can prove that we took all necessary measures to avoid the damage or that it was impossible for us to take such measures;
- where the Montreal Convention applies, we will be liable for damage except when we can prove that we took all measures that could reasonably be required to avoid the damage or that it was impossible for us to take such measures. Our liability under the Montreal Convention is limited to 4,694 SDRs (approximately EUR5,281).
Baggage destruction, loss, damage or delay
Our liability for the destruction, loss of, damage to or delay in the carriage of baggage, subject to applicable defences, is as follows:
- where the Warsaw Convention applies, our liability is limited to 17 SDRs (approximately EUR20) for each kilo of a passenger's checked baggage and 332 SDRs (approximately EUR380) for a passenger's cabin baggage;
- where the Montreal Convention applies, our liability is limited to a total of 1,131 SDRs (approximately EUR1,272) per passenger for both checked and cabin baggage together. However, we will only be liable for cabin baggage if we were at fault.
Complaints on baggage
If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to us as soon as possible, but in any event, in the case of damage to checked baggage, it must be within 7 days, and in the case of delay, it must be within 21 days, from the date on which the baggage was placed at the passenger's disposal.
Liability of contracting and actual carriers
If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket for a particular flight, that air carrier is the contracting air carrier for that flight.
Time limit for action
Any action in court to claim damages must be brought within 2 years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
Compensation and Assistance in case of Cancellation, Long Delays or Denied Boarding of flights of more than 3500kms departing from EU countries
At Qantas we always aim to get our aircraft away on time. However, there are occasions where this may not be possible. This notification informs you of your rights under EC Regulation No 261/2004 in respect of flight cancellation.
When do the rules apply?
The compensation and/or assistance set out in the tables below will apply in respect of:
- a flight departing from an airport in the EU;
- on which you have a confirmed reservation for which a fare has been paid which is available directly or indirectly to the public, or on tickets issued under a frequent flyer programme or other commercial programme;
- when Qantas is the operating carrier of the flight; and
- you have presented yourself for check-in as indicated to you in advance in writing or electronically, or if no time has been indicated to you, not later than 45 minutes before the published departure time.
- we reasonably expect your flight to be delayed beyond its scheduled time of departure by four hours or more; or
- we cancel your flight; or
- we deny you boarding except when there are reasonable grounds for doing so, such as reasons of health, safety, security or inadequate travel documentation.
|Compensation||You will receive compensation amounting to EUR600, except when any of the circumstances set out in the Note at the end of this section on Cancellation apply to you. To claim your compensation, contact Qantas Customer Care.
|And the choice between
(i) reimbursement within 7 days of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure on your ticket, at the earliest opportunity; or
We will offer you free of charge:
(a) meals and refreshments in a reasonable relation to the waiting time; and
(b) two telephone calls, telex or fax message, or e-mails.
In the event of re-routing in connection with your cancelled flight, if the expected time of departure of the new flight is at least the day after the cancelled flight, we will also offer you:
(c) hotel accommodation in cases:
- where a stay of one or more nights becomes necessary; or
- where a stay additional to that intended by you becomes necessary; and
(d) transport between the airport and place of accommodation (hotel or other).
(A) Your compensation of EUR600 will be reduced by 50% if we are able to offer you an alternative flight under comparable transport conditions, the arrival time of which does not exceed your original scheduled arrival time by four hours or more.
(B) You will not be entitled to any compensation in the following circumstances:
(1) if we have informed you of the cancellation 14 days or more before your scheduled time of departure; or
(2) if we have informed you of the cancellation between 7-13 days before your scheduled time of departure and have offered you an alternative flight which allows you to depart no more than two hours before your scheduled time of departure and to arrive at your final destination less than four hours after your scheduled arrival time; or
(3) if we have informed you of the cancellation less than 7 days before your scheduled time of departure and have offered you an alternative flight which allows you to depart no more than one hour before your scheduled time of departure and to reach your final destination less than two hours after your scheduled arrival time.
(C) We will also not pay any compensation to you if the cancellation of your flight has been caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
(a) Customers must contact Qantas Customer Care in the first instance in order to resolve a dispute. However, if the dispute remains unresolved after contacting Customer Care, French customers may contact the Association of European Ombudsman (AME) free of charge in order to gain assistance:
197, Boulevard Saint-Germain
Phone: 09 53 01 02 69
(b) French customers have the right to register on the List of Opposition to Soliciting by Telephone. Details to register can be found at https://conso.bloctel.fr/index.php/inscription.phpOpens external site in a new window.
Disclaimer: * Reimbursement - As we may need to obtain verification of various details prior to making any reimbursement, we may require a longer period than 7 days to do this. However, we will provide reimbursement as soon as possible and will use all reasonable endeavours to do so within 7 days. Reimbursement will be made to the purchaser of the ticket.
Disclaimer: ^ Final destination means the destination on the ticket presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight. Alternative connecting flights available shall not be taken into account if the original planned arrival time is respected.
This Notice is required by Regulation EC 261/2004 of the European Parliament and of the Council of the European Union.
National designated body - Each EU Member State has designated a body responsible for the enforcement of the compensation and assistance rules set out in this notice. Contact details are as follows:
For flights departing from the UK:
Passenger Complaints Unit, Civil Aviation Authority
Tel: +44 20 7453 6888
Fax: +44 20 7240 7071