The adjustment to flying schedules resulting from the grounding of Qantas services from 1700 AEDT Saturday 29 October 2011 may impact the travel arrangements of some Qantas customers.

For the latest flight status information please refer to the Flight Status page at qantas.com.

The following commercial policy options are available to Qantas customers holding a valid Qantas (081) ticket issued on/before 29 October 2011 who are directly affected by schedule change activity (ie cancelled and retimed flights resulting from the grounding of Qantas services) for travel from 1700 AEDT 29 October 2011 up to and including 2 November 2011.

Passengers may, without fee:

• Rebook to alternative Qantas flights (including QF codeshare flights operated by BA).
• Rebook with endorsement to another carrier where Qantas have an Interline E-ticket Agreement.*
• Re-route travel:
  - Via the most direct routing using Qantas.
  - Return to the origin port via the most direct routing using Qantas.
• Change destinations. The value of the existing ticket can be used towards the purchase of a new ticket. If the new fare is more expensive than the existing ticketed fare, the fare difference is payable by the passenger. Applicable taxes may apply.
• Retain the value of the ticket in credit for future travel within 12 months from the original ticketed date of departure. If the new fare is more expensive than the existing ticketed fare, the fare difference is payable by the passenger. Applicable ticket taxes may apply.
• Refunds: - For customers who have commenced their journey a full refund of the affected sector(s) will be available.
  - For customers who have not commenced their journey a full refund will be available.

Note: * Customers wishing to rebook to another carrier may do so in the lowest booking class available within the same cabin of travel. Refer to ticketing instruction below.

Customers who purchase a new ticket with an alternative carrier, Qantas will reimburse the difference between the cost of the new ticket (in same cabin of travel) and the value of the refunded Qantas ticket.

Conditions

• Changes permitted to tickets issued on/before 29 October 2011 for travel from 1700 AEDT 29 October 2011 up to and including 2 November 2011.
• All changes must be made prior to departure.
• Changes permitted on day of departure.
• New travel dates must be within 12 months of original ticketed date of departure.
• If the same booking class is not available, the lowest booking class within the same cabin may be booked (eg. within Business or Economy cabin)
• Any third party costs/penalties, such as hotel or other ground operator fees incurred will not be waived by Qantas.
• All other rules and conditions of the ticket remain unchanged.
• This policy also applies to customers who are booked on codeshare flights operated by Qantas.

Note:

Unticketed bookings

For unticketed bookings, flights can be rebooked subject to availability and tickets issued in accordance with fare conditions.

Tickets validated to another carrier (non 081)

• Rebook to alternative Qantas flights.
• Re-route travel
  - via the most direct routing using Qantas.
  - return to the origin port via the most direct routing using Qantas.

Revalidation

Rebook to alternative Qantas flights

• The Agent can revalidate the ticket in-house if validated to Qantas (081) if there is only a change to the flight number or date.
• No authority number is required for revalidation.

Ticket Reissue

Rebook with endorsement to another carrier

• The agent can reissue the ticket in-house if validated to Qantas (081)
• Ticket to be reissued with no additional collection or refund.
• Additional fare, ticket taxes and change fees associated to the ticket do not apply
• All details of the original ticket to be shown on the new ticket including fare basis and fare calculation
• Authority number 625566 must be entered into the tour code box. Failure to endorse the ticket with this authority number may result in an Agency Debit Memo (ADM) being raised
• For Nett and Private fares tickets, move the existing data from the tour code box to the endorsement box
• Net remit tickets will not require the NR indicator.

Re-route travel

• The agent can reissue the ticket in-house if validated to Qantas (081)
• Ticket to be reissued with no additional collection or refund.
• Additional fare, ticket taxes and change fees associated to the ticket do not apply
• All details of the original ticket to be shown on the new ticket including fare basis and fare calculation
• Authority number 625566 must be entered into the tour code box. Failure to endorse the ticket with this authority number may result in an Agency Debit Memo (ADM) being raised
• For Nett and Private fares tickets, move the existing data from the tour code box to the endorsement box
• Net remit tickets will not require the NR indicator.

Change destinations

• The Agent can reissue the ticket in-house if validated to Qantas (081)
• Ticket to be reissued with no change fee
• Additional fare and taxes associated to the ticket do apply
• If the new fare is more expensive than the existing ticketed fare, the fare difference and applicable taxes are payable by the passenger
• All details of the original ticket to be shown on the new ticket including the fare basis and fare calculation
• Authority number 625566 must be entered into the tour code box. Failure to endorse the ticket with this authority number may result in an Agency Debit Memo (ADM) being raised
• For Nett and Private fare tickets, move the existing data from the tour code box into the endorsement box
• Nett remit tickets will not require the NR indicator

Retain the value of the ticket in credit

• The Agent can reissue the ticket in-house if validated to Qantas (081)
• Additional fare and ticket taxes may apply subject to assessment of the new journey
• If the new fare is more expensive than the existing ticketed fare, the fare difference is payable by the passenger. Applicable ticket taxes apply.
• Authority number 625566, must be entered into the tour code box to waive the fee for voluntary changes. Failure to endorse the ticket with this authority number may result in an Agency Debit Memo (ADM) being raised

Refunds

• Refund may be offered without fee for Qantas (081) tickets issued on/before 29 October 2011 where original ticketed travel was between 1700 AEDT 29 October 2011 and 2 November 2011.

Refund may be offered without fee for Qantas (081) tickets issued on/before 29 October 2011 where original ticketed travel was between 1700 AEDT 29 October 2011 and 2 November 2011.

This excludes fees imposed by suppliers or third parties.

Travel Agents can submit a Refund Application via BSP Link with reference to authority number 625566, to waive any refund fees, no later than 31 January 2012.

Frequent Flyer Redemption Tickets

Passengers travelling on Qantas and Qantas code share operated by Jetstar Classic Award redemption tickets are entitled to the same options and conditions as listed above.

Note: Passengers on partner airline services are able to re-book or re-route subject to redemption seat availability only.