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

The following options are available to Qantas customers holding a valid ticket issued on/before 29 October 2011 who were 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), and those customers who amended their travel plans in the period from 1700 AEDT 29 October 2011 to 2359 AEDT 02 November 2011 as a result of the uncertainty caused by the grounding.

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.

For customers holding a Qantas (081) issued ticket:

Passengers may, without fee:

• Rebook to alternative Qantas flights (including QF Codeshare flights operated by BA).
• 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 surcharges, fees and 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 surcharges, fees and 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

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 if customers have purchased a new ticket with an alternative carrier.
• Reimburse reasonable out of pocket expenses incurred as a direct result of the grounding, and any other compensation required by law.

For reimbursement and expense claims, please refer to qantas.com.

Conditons

• All changes must be made prior to departure.
• Changes permitted on the 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).
• 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.
• Refunds requests must be submitted no later than 31 January 2012.

For customers holding a ticket issued by another carrier (non-081:

Passengers may, without fee:

• Rebook to alternative Qantas flights (including QF flights operated by BA)
• Re-route travel
• via the most direct routing using Qantas
• Return to the origin port via the most direct routing using Qantas.

Qantas will:

• Reimburse the cost of the new ticket (in same cabin of travel) if customers have purchased a new ticket with an alternative carrier
• Reimburse reasonable out of pocket expenses incurred as a direct result of the grounding, and any other compensation required by law.

For reimbursement and expense claims, please refer to qantas.com.

For customers with un-ticketed bookings:

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

For customers on Frequent Flyer Award Tickets

Passengers booked on Qantas flights (including Qantas codeshare flights operated by Jetstar) who are travelling on Qantas & Partner Classic Award and Qantas & Jetstar Any Seat Award tickets are entitled to the same options and conditions as listed above. Passengers on partner airline services are able to re-book or re-route subject to redemption seat availability only.

Trade Guidelines

The following guidelines apply for Qantas (081) issued tickets only. For tickets issued by other carriers (non-081), please refer to issuing carrier's procedures and guidelines unless specified below.

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.
• For tickets validated to another carrier (non-081), please contact the Qantas Industry Centre for ticketing.

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
• 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.
• For tickets validated to another carrier (non-081), please contact the Qantas Industry Centre for ticketing.

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
• 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
• For tickets validated to another carrier (non-081), please contact the Qantas Industry Centre for ticketing.

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

^ For Nett tickets, contact the Qantas Industry Centre for ticketing options.

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.
• 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.
• Refer to Refund Policy for more information