Flight Changes by Qantas
We’re committed to getting you to your destination on time. However, sometimes things don’t go to plan and flight changes, delays, and cancellations can occur. When this happens, we aim to provide you with the highest levels of customer service and offer alternate flight options, refunds, or flight credits when possible.
We'll contact you
It's important that you wait to hear from us before actioning your booking.
We'll be in touch with you as soon as possible with alternative options for your flight to get you to where you need to go. Watch out for an SMS, App push notification or an email. Also, make sure the contact details in your booking are up-to-date so we can notify you. You can update these at Manage booking.
We'll do all we can to keep you informed of flight developments and the choices available to you.
Your flight has been delayed
If your flight is delayed, but still operating on the same day, we'll send you an SMS and email. Your flight and seat numbers will remain the same.
If your flight is delayed and we’ve rebooked you onto another flight, we'll let you know your new flight details. For more information, go to changed flights.
Get the latest updates
You can also view your updated flight information in the Qantas app or at Manage booking
Your flight has been changed
If we've changed your Qantas flight, we'll send you an email and SMS with the new flight details. To accept these changes, visit Manage booking.
If the new flight doesn't meet your travel plans, you can view other options at Manage booking. These may include a Flight Credit or refund. Refer to our Compensation and Refunds Policy for more information on the assistance provided in the event of a flight delay or cancellation.
If you'd like to change your booking
If you'd like to make changes to your booking, and Qantas hasn't made any changes to your flights, visit Change flights for more information.
Your flight has been cancelled
If we've cancelled your Qantas flight, including your Classic Flight Reward 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. Refer to our Compensation and Refunds Policy for more information on the assistance provided in the event of a flight delay or cancellation.
If you'd like to cancel your booking
If you're no longer able or wish to travel, you can choose to cancel your flight yourself. A cancellation fee may be charged as per your fare rules. You can also request a Flight Credit (where applicable) or change your flight (a fare difference may apply). Refer to our Compensation and Refunds Policy for more information on the assistance provided in the event of a flight delay or cancellation.
Refunds and compensation
If 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, or other compensation such as accommodation, transport, and meal vouchers.
Go to Manage booking to find out what assistance has been offered to you.
Extra legroom and add-ons
If we've cancelled your flight, you can apply for an ancillary product refund online for any booking add-ons. Refer to our Compensation and Refunds Policy for more information on the assistance provided in the event of a flight delay or cancellation.
Lounge invitations
If we change your flight up to 24 hours before scheduled departure, we’ll reinstate your Complimentary Lounge Invitation to unused status.
Additional products
If your booking includes a car or hotel reservation, or travel insurance purchased when booked with your flight, contact these providers for assistance with your booking.
Frequently asked questions
Find answers to some of our most frequently asked questions about flight delays and cancellations.
Connecting flights
If you have a connecting Qantas flight in the same booking, we'll recommend an alternate flight option to match your itinerary. If the change or cancellation affects a Qantas connecting flight, but it's in a separate booking, contact your local Qantas office to discuss your options.
If the cancellation affects a connecting flight booked through a third-party or a different airline, contact them for help.
Third party bookings
If your flight is booked through a travel agency or third-party website (for example Webjet or Booking.com) and your flight has been changed or cancelled, contact these companies to discuss your options. If your flight is changed within 72 hours of departure, contact your local customer care for help.