Refunds of tickets validated to Qantas (QF-081) are permitted for unused or partially used tickets within 24 months from date of ticket issue at which point the ticket document expires and cannot be refunded.
All Agents issuing tickets through an automated paper or e-ticket system are able to process an automated refund via BSP/ARC.
Refunds cannot be processed for out of sequence travel.
Agents can do automated refunds on tickets and/or coupons issued for Gross and Private Published fares, for both fully unused and partially unused documents, provided:
Issued by the refunding agency
Form of payment is Cash, Charge or a mix of Cash and Charge. Note, charged tickets must be refunded back to the original source, eg. credit card number
Validity of the ticket has not expired and issue date is within 13 months of the Refund date
Refund must be for the same forms of payment as the sale
If refunding to a different form of payment, a bank declaration is required. For example; a lost card
The coupon to be refunded are no void tickets/coupons
Note: A service fee of USD/CAD$40 will be charged for any refunds processed by Qantas Refunds.
If the incorrect commission level has been processed through BSP/ARC a Sales Summary Adjustment must be sent to Qantas for assessment.
If a ticket has been issued at the incorrect fare level, for example an Adult ticket has been issued for a child in error, a new ticket can be issued and the original ticket refunded, if no cancellation penalties apply.
For tickets with cancellation penalties, please contact Qantas for an authority to refund the original ticket without penalty. The new ticket may need to be issued when requesting the authority.
If travel has commenced, send to Qantas Refunds a copy of the ticket and a copy of the fare print out as at the date of ticket issue. No fare adjustment can take place until all travel has been completed. If there are interline segments Qantas may need to wait to see what value the other carrier/s bill Qantas prior to adjustment.
If your customer was issued with a downgrade slip for a voluntarily or involuntary downgrade, to request a refund, forward the following to Qantas Refunds:
- Letter of explanation
- Copy of the ticket
- Original boarding pass. If the downgrade slip has been misplaced a photocopy can be accepted provided there is no interline carriage
If you have over-collected the taxes on a ticket you may apply for a refund on the difference.
If travel has not commenced a new ticket can be issued and the original ticket can be refunded. For tickets with cancellation penalties, please contact Qantas for an authority to refund the original ticket without penalty. The new ticket may need to be issued when requesting the authority.
If travel has commenced, send to Qantas Refunds a copy of the ticket and a copy of the fare and taxes print out as at the date of ticket issue. No fare adjustment can take place until all travel has been completed. If there are interline segments Qantas may need to wait to see what value the other carrier/s bill Qantas prior to adjustment.
If a ticket has been over-refunded, an ADM will be generated by Qantas.
If a ticket has been issued and charged via BSP/ARC as a prime issue when it should have been charged as an exchange, refund the original ticket. Reissue penalties may apply.
For all cash sales where a BSP/ARC ticket has been issued the ticket may be voided within the BSP period. All credit card sales must be voided on the same calendar day as the ticket was issued; ensuring the credit card charge has also been cancelled. All coupons should be forward to Qantas via your BSP/ARC Sales Report.
Tickets may not be voided after departure or after the BSP/ARC period has closed. In this instance you must apply for a refund and any applicable cancellation penalties will apply.
If the ticket was issued for a fully refundable fare then process an automated refund through BSP/ARC.
It is important to always check that the sequence number on a ticket matches the actual physical ticket before closing the end of day return or giving the ticket to the passenger. Failure to check that the tickets are printing correctly can cause difficulties for your customer.
If tickets have been issued out of synchronicity they can be voided. If the BSP/ARC period has closed you may issue a new ticket and refund the original ticket. Refund penalties may apply and you may contact Qantas if you have specific questions.
- After travel has commenced
If you realise a ticket has been issued out of synchronicity after travel has commenced you will need to forward a copy of your BSP/ARC billing and a copy of the ticket to Qantas Refunds.
Submit the applicable refund application form and attach a copy of the signed LTI form to Qantas Refunds. The LTI fee will be charged.
Contact Qantas Refunds for guidance on processing of these expired documents.
Contact Qantas Refunds for an authority to refund the original ticket without penalty. The new ticket will need to be issued prior to requesting the authority.
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