If Qantas has changed or cancelled your flight, we'll contact you as soon as possible by SMS, push notification and send an email to the contact details in your booking.
Visit Manage booking or continue reading for more information and possible alternative options.
If we've cancelled your Qantas flight, including your Classic Flight Reward booking, wait to hear from us before changing your booking. We'll rebook you on the next available flight to your booked destination (if possible), at no additional cost to you. Alternatively, you can choose a Flight Credit (where applicable) or a refund. You won’t be charged any change or cancellation fees.
If you are no longer able to or wish to travel, you can choose to cancel your flight yourself, and a cancellation fee may be charged in accordance with your fare rules. You can also request a Flight Credit (where applicable) or change your flight (a fare difference may apply). For more information, see options for changing your travel plans.
It is important that your contact details are up-to-date to ensure we can contact you about changes to your flight. Update your contact details at Manage booking.
Have a connecting flight?
If you have a connecting Qantas flight in the same booking, we'll recommend an alternate flight option to match your itinerary. If the cancellation affects a Qantas connecting flight, but it's in a separate booking, contact us to discuss your options. If the cancellation affects a connecting flight booked through a third-party or a different airline, you'll need to contact them for assistance.
Booked your flight through a third-party?
If your flight was booked through a travel agency or third-party website (for example Webjet or Booking.com) and your flight has been disrupted, contact these companies directly to discuss your options. If your flight was changed within 72 hours of departure, contact us directly.
Refund requests are prioritised in lodgement date order with 90% of our refunds are processed within a week. Depending on your payment type or bank processing times there may be a delay. Once your refund is processed you will receive an email to confirm it has been actioned. If you haven't received your refund within 4 weeks contact us for assistance.
When things don't go to plan, and your flight is delayed or cancelled, we'll provide you with assistance as set out in our Compensation and Refunds policy. Depending on the circumstances, this may include a refund and/or other compensation, such as accommodation, transport, and/or meal vouchers.
If you’re eligible for reimbursement of the reasonable costs you have incurred as a result of your flight delay or cancellation, including reasonable costs in relation to your hotel, transport and/or meals, you can apply, on providing receipts, through our Customer Care Form. Ensure you check what you’re eligible to claim for in our Compensation and Refunds policy before submitting your request.
For international travel, you may also have rights under the Warsaw or Montreal Convention.
See our Conditions of Carriage for more information.
If your flight is delayed or cancelled, we'll send an email or SMS to the contact details you provided in your booking or a push notification via the Qantas App. It is important that your contact details are up-to-date to ensure we can contact you. Update your contact details at Manage booking.
We'll suggest an alternate flight to your booked destination (if possible), at no additional cost to you. You will be required to accept this new flight or select an alternate flight option in Manage booking. If this is not possible, we will notify you through email, SMS, or in Manage booking. If you have booked through a third-party, contact them to make changes to your flight.
If you have a connecting flight in the same booking, we'll recommend an alternate flight option to match your itinerary. If the cancellation or delay affects another Qantas flight booked in a separate booking, contact us to discuss your options. If the cancellation or delay affects a flight operated by another airline booked through another carrier or booking provider, contact the operating airline for assistance.
When your flight is delayed or cancelled, we'll provide you with assistance as set out in our Compensation and Refunds policy. Depending on the circumstances, this may include accommodation, transport, and/or meal vouchers. Go to Manage your booking to check your eligibility.