Carriage is subject to Qantas' full Conditions of Carriage.
Some key conditions:
1. Travel Documents
It is your responsibility to comply with the requirements of the country to which you travel (for example, passports and visas). Your contact details (for example, destination accommodation arrangements), and your fingerprints and/or photograph may be required before entry into a foreign country.
2. Check-In
Deadlines apply and you may be refused carriage if you are late. View Qantas' checkin times.
3. Oversale - Denied Boarding
If you are denied boarding because your carrier has oversold an international flight on which you are booked, you may be entitled to compensation in accordance with applicable regulations (for example, in the EU or USA), or carrier's policy. When required by applicable law or regulation, the carrier must solicit volunteers before anyone is denied boarding involuntarily. For Qantas' policy - ask at our international check-in counters.
4. Insurance
Travel insurance is recommended.
5. Liability Limits
If your journey involves a stop in a country different from that of departure, then the Montreal Convention or the Warsaw Convention may govern and limit the liability of all airlines for death or personal injury and in respect of loss of or damage to baggage, as follows:
| International | Warsaw (limits are per person) | Montreal (limits are per person) |
|---|---|---|
| Death and bodily injury | Qantas has waived its liability limits | No financial limit |
| Checked baggage* | 250 francs/kg (approx. A$30 / US$25) | Special Drawing Rights (SDRs) 1,000 max. (approx. A$1,800 / US$1500) |
| Carry-on baggage (carrier fault) | 5,000 francs max. (approx. A$500 / US$400) | Special Drawing Rights (SDRs) 1,000 max. (approx. A$1,800 / US$1500) |
*Higher baggage limits
If your baggage is of greater value than these limits, you may tell us at check-in and make a special declaration and pay a fee, or ensure you are fully insured.
Delay
For damage occasioned by delay to your journey, where the Montreal Convention applies, the limit of liability is 4,150 SDRs (approx. A$7,500 / US$6,000) per passenger in most cases. Where the Warsaw Convention applies, the carrier may be liable for damage occasioned by delay, subject to the Convention limit.
Defences
The Conventions provide certain defences to liability on which we may rely in some circumstances. Find out more about Liability.
| Domestic (no international sectors on itinerary) | Australia (limits are per person)
|
New Zealand (limits are per person)
|
|---|---|---|
| Death and bodily injury | A$500,000 | Refer to ^ |
| Checked baggage | A$1,600 | NZ$1,500 per unit of baggage damaged or lost |
| Carry-on baggage | A$160 | No liability except to extent our fault |
| Delay | Your rights are limited by Qantas' Conditions of Carriage subject, in New Zealand, to rights under the Civil Aviation Act 1990. | |
^Claims in New Zealand courts for damages arising directly or indirectly out of personal injury or death of a passenger may be barred in accordance with the Injury Prevention, Rehabilitation, and Compensation Act (NZ) 2001 and we are not liable for loss or damage to carry-on baggage subject to your rights under the Consumer Guarantees Act 1993.
6. Other Liability Excluded
Except as established by law or by Qantas' Conditions of Carriage, Qantas has no further liability to any party.
7. Baggage - General
Comply with your carrier's baggage allowances and do not include fragile or perishable articles, precious metals, jewellery, money, rare items, business papers or other important documents or valuables (including cameras and electronic equipment) in your checked baggage.
View Qantas' baggage allowances.
8. Delays and Cancellation
If travelling on Qantas, we will use all reasonable efforts to depart on time, but we do not guarantee flight times. If your flight is delayed or cancelled, you may in some circumstances be entitled to assistance and/or compensation depending on your journey and applicable law.
9. Seating
Qantas does not guarantee you any particular seat even if your reservation is confirmed.
10. Special Assistance
Qantas requires advance notice for some accommodations that passengers with disabilities may need, and passengers with disabilities may need to check in earlier than other passengers. View more information on special assistance .
11. Charges and Taxes
The charges, surcharges and taxes included in your fare or shown separately on your ticket may not be levied by a government authority but may be airport operator or carrier imposed. Details can be provided by your travel consultant. For tickets issued in the United States, government levied taxes and fees collected by Qantas may be listed separately from your fare.
12. Other Carriers/Non-Airline Transport
If Qantas issues a ticket or itinerary/receipt or checks baggage for carriage on another carrier, it does so only as agent for the other carrier and their conditions of carriage will apply to those services. The air carrier's conditions of carriage do not apply to any non-airline travel included in your booking. The operator's conditions of carriage may significantly limit or exclude liability. Ask your travel consultant for details.
13. Time Limit for Action
Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft or from the date on which the aircraft ought to have arrived.
14. Baggage Claims
There are time limits within which a claim must be made in writing to your carrier in circumstances of loss, damage or delay of your baggage. Some limits are as short as three days. Check with your carrier's Baggage Claims.
15. Privacy
View our privacy statement.
16. Dangerous Goods
For safety reasons, dangerous articles must not be packed in checked or carry-on baggage. Prohibited articles include but are not limited to: compressed gases, corrosives, explosives, flammable liquids and solids, radioactive materials, oxidising materials, poisons, infectious substances, and briefcases with installed alarm devices.
European Community Regulations
Note: This information only applies to passengers travelling from the UK or a European Union country.
EC 889/2002
This notice is required by European Community Regulation (EC) No.889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Regulation or the Montreal or Warsaw Conventions. It does not form part of the contract between Qantas and you. Approximate conversions from Special Drawing Rights (SDRs) to Euros are provided as a guide only and will be subject to change in currency conversion rates.
Air carrier liability for passengers and their baggage
This information notice summarises the liability rules applied by Qantas in respect of international carriage.
Compensation in the case of death or injury
There are no financial limits to our liability for passenger injury or death. For recoverable compensatory damages up to 100,000 SDRs (approximately EUR115,000) in respect of death or bodily injury caused by an accident on board the aircraft or during embarking or disembarking, we will not exclude or limit our liability, except where there is contributory negligence on the part of the passenger. Above that amount, we can defend ourselves against a claim by proving that:
- where the Warsaw Convention applies, we took all necessary measures to avoid the damage or that it was impossible for us to take such measures;
- where the Montreal Convention applies, we were not negligent or otherwise at fault.
Passenger delays
In the case of passenger delay:
- where the Warsaw Convention applies, we will be liable for damage except when we can prove that we took all necessary measures to avoid the damage or that it was impossible for us to take such measures;
- where the Montreal Convention applies, we will be liable for damage except when we can prove that we took all measures that could reasonably be required to avoid the damage or that it was impossible for us to take such measures. Our liability under the Montreal Convention is limited to 4,150 SDRs (approximately EUR4,800).
Baggage destruction, loss, damage or delay
Our liability for the destruction, loss of, damage to or delay in the carriage of baggage, subject to applicable defences, is as follows:
- where the Warsaw Convention applies, our liability is limited to 17 SDRs (approximately EUR20) for each kilo of a passenger's checked baggage and 332 SDRs (approximately EUR380) for a passenger's cabin baggage;
- where the Montreal Convention applies, our liability is limited to a total of 1,000 SDRs (approximately EUR1,147) per passenger for both checked and cabin baggage together. However, we will only be liable for cabin baggage if we were at fault.
Higher limits for baggage
A passenger can request a higher limit of liability by making a special declaration at check-in and paying a fee. Alternatively, passengers should ensure that their baggage is fully insured prior to travel.
Complaints on baggage
If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to us as soon as possible, but in any event, in the case of damage to checked baggage, it must be within 7 days, and in the case of delay, it must be within 21 days, from the date on which the baggage was placed at the passenger's disposal.
Liability of contracting and actual carriers
If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket for a particular flight, that air carrier is the contracting air carrier for that flight.
Time limit for action
Any action in court to claim damages must be brought within 2 years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
EC 261/2004
Compensation and Assistance in case of Cancellation, Long Delays or Denied Boarding of flights of more than 3500kms departing from EU countries
At Qantas we always aim to get our aircraft away on time. However, there are occasions where this may not be possible. This notification informs you of your rights under EC Regulation No 261/2004 in respect of flight cancellation.
When do the rules apply?
The compensation and/or assistance set out in the tables below will apply in respect of:
- a flight departing from an airport in the EU;
- on which you have a confirmed reservation for which a fare has been paid which is available directly or indirectly to the public, or on tickets issued under a frequent flyer programme or other commercial programme;
- when Qantas is the operating carrier of the flight; and
- you have presented yourself for check-in as indicated to you in advance in writing or electronically, or if no time has been indicated to you, not later than 45 minutes before the published departure time
Where
- we reasonably expect your flight to be delayed beyond its scheduled time of departure by four hours or more; or
- we cancel your flight; or
- we deny you boarding except when there are reasonable grounds for doing so, such as reasons of health, safety, security or inadequate travel documentation.
| Cancellation | |
|---|---|
| Compensation: | You will receive compensation amounting to EUR600, except when any of the circumstances set out in the Note at the end of this section on Cancellation apply to you. To claim your compensation, contact Qantas Customer Care. |
| And the choice between: | (i) reimbursement* within 7 days of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure on your ticket, at the earliest opportunity; or
(ii) re-routing, under comparable transport conditions, to your final destination,^ at the earliest opportunity; or (iii) re-routing, under comparable transport conditions, to your final destination^ at a later date at your convenience, subject to availability of seats. |
| Assistance: | We will offer you free of charge:
(a) meals and refreshments in a reasonable relation to the waiting time; and (b) two telephone calls, telex or fax message, or e-mails. In the event of re-routing in connection with your cancelled flight, if the expected time of departure of the new flight is at least the day after the cancelled flight, we will also offer you: (c) hotel accommodation in cases: - where a stay of one or more nights becomes necessary; or - where a stay additional to that intended by you becomes necessary; and (d) transport between the airport and place of accommodation (hotel or other). |
| Note: |
(A) Your compensation of EUR600 will be reduced by 50% if we are able to offer you an alternative flight under comparable transport conditions, the arrival time of which does not exceed your original scheduled arrival time by four hours or more.
(B) You will not be entitled to any compensation in the following circumstances: (1) if we have informed you of the cancellation 14 days or more before your scheduled time of departure; or (2) if we have informed you of the cancellation between 7-13 days before your scheduled time of departure and have offered you an alternative flight which allows you to depart no more than two hours before your scheduled time of departure and to arrive at your final destination less than four hours after your scheduled arrival time; or (3) if we have informed you of the cancellation less than 7 days before your scheduled time of departure and have offered you an alternative flight which allows you to depart no more than one hour before your scheduled time of departure and to reach your final destination less than two hours after your scheduled arrival time. (C) We will also not pay any compensation to you if the cancellation of your flight has been caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. |
| Delay | |
|---|---|
| Compensation: | Not Applicable |
| Assistance: | We will offer you free of charge:
(a) meals and refreshments in a reasonable relation to the waiting time; and (b) two telephone calls, telex or fax message, or e-mails. If your flight is expected to be delayed until at least the day after its original scheduled departure time, then in addition to the assistance above, we will offer you: (c) hotel accommodation in cases: - where a stay of one or more nights becomes necessary; or - where a stay additional to that intended by you becomes necessary; and (d) transport between the airport and place of accommodation (hotel or other). Where the delay is at least five hours and you decide not to travel on the delayed flight, in addition to the meals and assistance above, we will offer you reimbursement* within 7 days of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure on your ticket, at the earliest opportunity. |
| Denied Boarding | |
|---|---|
| Voluntary denied boarding: | Before we deny anyone boarding for a flight, we will call for volunteers to surrender their reservations in return for benefits under conditions to be agreed, and also: |
| Choice between: | (i) reimbursement* within 7 days of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure on your ticket, at the earliest opportunity; or
(ii) re-routing, under comparable transport conditions, to your final destination^, at the earliest opportunity; or (iii) re-routing, under comparable transport conditions, to your final destination^ at a later date at your convenience, subject to availability of seats. |
| Involuntary denied boarding: | If an insufficient number of volunteers comes forward, and we deny you boarding against your will, we will immediately provide you with compensation amounting to EUR600 unless the Note at the end of this section on Denied Boarding applies to you, and also: |
| Choice between: | (i) reimbursement* within 7 days of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure on your ticket, at the earliest opportunity; or
(ii) re-routing, under comparable transport conditions, to your final destination^, at the earliest opportunity; or (iii) re-routing, under comparable transport conditions, to your final destination^ at a later date at your convenience, subject to availability of seats. |
| Assistance: | And we will offer you free of charge:
(a) meals and refreshments in a reasonable relation to the waiting time; (b) hotel accommodation in cases: - where a stay of one or more nights becomes necessary; or - where a stay additional to that intended by you becomes necessary; (c) transport between the airport and place of accommodation (hotel or other); and (d) two telephone calls, telex or fax message, or e-mails. |
| Note: |
If we offer you an alternative flight to your final destination under comparable transport conditions, the arrival time of which does not exceed your original scheduled arrival time by four hours or more, we may reduce the compensation by 50% (ie. EUR300) |
Footnotes
* Reimbursement - As we may need to obtain verification of various details prior to making any reimbursement, we may require a longer period than 7 days to do this. However, we will provide reimbursement as soon as possible and will use all reasonable endeavours to do so within 7 days. Reimbursement will be made to the purchaser of the ticket.
^ Final destination means the destination on the ticket presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight. Alternative connecting flights available shall not be taken into account if the original planned arrival time is respected.
This Notice is required by Regulation EC 261/2004 of the European Parliament and of the Council of the European Union.
National designated body - Each EU Member State has designated a body responsible for the enforcement of the compensation and assistance rules set out in this notice. Contact details are as follows:
For flights departing from the UK: Air Transport Users Council, Room K705, CAA House, 45 - 59 Kingsway, London WC2B 6TE England. Telephone: +44 (0)20 7240 6061. Fax: +44 (0)20 7240 7071.
For flights departing from Germany: Luftfahrt-Bundesamt (LBA), Hermann-Blenk Str. 26, D38108 Braunschweig, Germany. Telephone: +49 531 2355 0. Fax: +49 531 2355 710.
