Qantas

At Qantas,

we’re aware that travel plans are just one part of people’s lives

that have been significantly disrupted.

We want to provide you with as much flexibility as possible so that you can have the confidence to travel with us, when the time is right for you.

Wed 06/05/2020

POSSIBLE TRANS-TASMAN FLIGHT SOON | OTHER INTERNATIONAL FLIGHTS CANCELLED TO THE END OF JULY 2020

The one question our customers keep asking us is ‘when will we be able to fly again?’

Like our customers, we love to travel. It is an important part of life. And while no one wants to see restrictions eased too early, we’re excited to see some signs that we may soon be able to connect in person with family, friends and colleagues.

AUSTRALIAN DOMESTIC AND TRANS-TASMAN TRAVEL

Australia and New Zealand have done an amazing job of flattening the curve, and we’re optimistic that with encouraging results and the easing of some government restrictions, some travel may return soon.

We want to assure you that when we do start flying we are committed to offering our customers great deals to visit loved ones, get back to business, and support our regional communities and the tourism industry.

We are still flying a small number of international, domestic and regional services for essential travel, as well as rescue flights on behalf of the Australian Government to bring those stranded overseas, back home. And when restrictions are eased, we will be ready to put on more services.

Until then, while passenger demand remains low and government restrictions remain in place, we have extended our existing Australian domestic and trans-Tasman flight cancellations to the end of June 2020. If your flight is impacted we will contact you as soon as possible.

OTHER INTERNATIONAL TRAVEL

With the exception of New Zealand, international travel restrictions are likely to remain in place for a while longer. As such, we have extended our other international flight cancellations to the end of July 2020. Again, customers impacted by these changes will be contacted as soon as possible.

QANTAS FLIGHT CREDITS CAN BE USED ON MULTIPLE BOOKINGS

Following customer feedback, our team has been working hard to improve the conditions on our flight credits. Due to coronavirus, many of our customers now hold a flight credit. If your original booking was made prior to 30 April 2020, and you were due to travel on a Qantas flight between 31 January 2020 - 30 September 2020, your flight credit can be used across multiple future bookings. This will be updated in our system from June 2020. We have also extended the expiry date, with any existing unused credits issued after 1 January 2019, now valid until 31 December 2021, giving our customers more time, flexibility and choice. For more information click here.

A reminder that if you made your booking through a travel agent or third-party website you will need to contact them directly.

We’re looking forward to a day when we can all return to travel. Whether that be by air, by sea, by road, or even by foot. Because travel is a big part of the Spirit of Australia.

And we look forward to welcoming you back on board when the time is right.

Warm regards,

Stephanie Tully
Qantas Group Chief Customer Officer

For all the latest information visit our dedicated Coronavirus travel updates page.

Help ease restrictions faster with the COVIDSafe app

For those customers in Australia, one of the fastest ways to help stop of the spread of COVID-19 is by downloading the Australian Government’s COVIDSafe app.

The app speeds up the process for contacting people who may have had contact with someone with coronavirus. This will mean governments may ease restrictions sooner, including travel restrictions, while still keeping the community safe. In addition to the other precautions we have in place, the app gives you extra reassurance if you are travelling. Download the app

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Sent by Qantas Airways Limited (ABN 16 009 661 901). Australian headquarters: 10 Bourke Road, Mascot, NSW 2020.

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Wed 18/03/2020

Coronavirus - what you need to know about your upcoming flight

Important information on existing bookings

Customers holding tickets for travel within Australia and internationally now have the ability to cancel their booking and retain the full value of the booking as a Qantas Flight Credit for a limited time only.¹

Due to high demand, we're experiencing long call wait times. We're currently working through the most urgent travel dates. We strongly encourage customers to retain the value of your upcoming flight to a Qantas Flight Credit with these easy steps.

Cancelling your booking for a Qantas Flight Credit

Go to Manage Your Booking
Enter your booking reference and your last name in the relevant fields
Click 'Continue'
Scroll down to the 'Flight' heading to see your booking
Select 'Cancel/Voucher'
'Accept' the terms and conditions.

You'll receive a confirmation email to the email address contained in your booking once the process is complete and the flight credit is ready to redeem. This may take up to 48 hours.

Booked with a Travel Agent?

If your flights were booked through a travel agency or third-party website, please contact these companies directly to make changes to your booking.

Access your
Qantas Flight Credit now

FRI 20/03/2020

Important information and updates for Qantas flyers

As the national carrier, we know how important it is for Australians to travel and stay connected.

For 100 years, the wellbeing of our customers has been, and continues to remain, our highest priority. We’ve weathered challenging times before but in the wake of the unprecedented impact of the Coronavirus, we’ve had to make some tough decisions.

Unfortunately, the changes will have a big impact on both our customers and our people.

OUR CUSTOMERS

We have announced further changes to our business. We’ve made these decisions in response to the evolving Coronavirus situation, including various government-imposed travel restrictions beyond our control.

International network changes

All Qantas and Jetstar international flights from Australia will be suspended from the end of March until at least the end of May 2020. Some additional services may be considered to assist with repatriation. More than 150 aircraft will be grounded during this time, including all of Qantas’ A380s, 747s and B787s.

Stay up to date with the latest international network changes.

Domestic network changes

As the national carrier, we will be looking to maintain essential domestic, regional and freight connections as much as possible. However, we will be suspending around 60 percent of our domestic flying until at least the end of May 2020. The reduction in capacity will mostly come from a significant reduction in flight frequency, but also route suspensions and postponing a number of new route launches.

The route-by-route detail of these changes can be found here.

Options for our customers

We are currently working through plans to ensure we have suitable options available for everyone, including providing new flight details where possible for impacted domestic customers and processing a flight credit for all other customers from early next week.

Please standby and wait to hear from us before changing your booking. We'll be contacting anyone whose flight has been impacted over the next week to let you know your options.

If your flight was booked through a travel agency or third-party website and is impacted by the above network changes, you will need to contact this company directly from early next week to obtain your credit voucher or make booking changes.

For information regarding the Australian Consumer Law click here.

Call centre delays – we thank you for your patience

Our call centres are under significant pressure responding to the rapidly evolving travel situation. At this stage we are prioritising those with imminent travel, and we ask that you do not call our call centres unless your travel is commencing within the next 48 hours.

If your flights were booked through a travel agency or third-party website, please contact these companies directly.

Lounge closures

As a result of the reduction in international flying we'll be temporarily closing our international lounges and a number of domestic lounges in line with the network changes. In this climate you may also notice some temporary changes to your inflight and lounge experience.

To see the full list of lounge closures click here.

OUR PEOPLE

This week we have had to make a very difficult decision for our people, one of the toughest decisions we have had to make as a business - and we have done this to ensure that our people can be part of our future and we can bring them back when things return to normal. Rather than triggering large scale job losses, we are instead standing down the majority of our 30,000 strong workforce from next week. We are working with our people to support them during this period, including allowing them to take a range of leave options.

100 Years of The Spirit of Australia

For almost 100 years, Qantas has been taking Australia and Australians to the world. We know this is a challenging time for everyone. On behalf of the 30,000 people who make up the Qantas Group, thank you for your continued support and loyalty. We look forward to welcoming you aboard again soon.

Warm regards,

Stephanie Tully
Group Chief Customer Officer

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You must be a Qantas Frequent Flyer member to earn and use Qantas Points. A joining fee may apply. Membership and Qantas Points are subject to the Qantas Frequent Flyer program terms and conditions.

Thu 26/03/2020

MORE FLEXIBILITY FOR OUR CUSTOMERS

This is a challenging time for everyone as we all navigate our way through the Coronavirus crisis.

At Qantas, we’re aware that travel plans are just one part of people’s lives that have been significantly disrupted.

We want to provide you with as much flexibility as possible so that you can have the confidence to travel with us, when the time is right for you.

Qantas flight credit extension

From today, anyone holding a Qantas ticket for travel before 31 July 2020 can get a flight credit and retain the full value of their booking. You need to do this by 30 April 2020. The flight credit is valid for booking and travel by 31 December 2021. This gives you more than 18 months to plan, rebook and travel.

If you already have a Qantas flight credit issued on or after 31 January 2020, this will also be automatically extended but may take a few weeks to update in our system.

No change fees apply when rebooking but please note that the flight credit can only be used towards a fare of equal or higher value than the original fare you purchased.

Find out more about flight credits and your options here.

Our call centres are under significant pressure responding to the rapidly evolving travel situation. We thank you for your patience, and ask that you avoid calling unless you're due to travel in the next 48 hours.

Alternatively, you can wait until we make the changes. If your flight is affected, we will contact you as soon as possible with your options.

Booked through a travel agent?

If your flight was booked through a travel agency or third-party website, please contact these companies directly to make changes to your booking.

Lounge closures and membership extension

As a result of new government restrictions announced this week, all Qantas domestic and international lounges are closed until further notice. Our team will be contacting all paid Qantas Club members next week with information about extensions of these memberships. Stay up to date here.

This is in addition to our recently announced automatic 12-month tier status extension for Qantas Frequent Flyers. Visit qantas.com/statusextension for more information.

These are trying times for everyone. We hope that these additional options will provide some relief and certainty for you, our customers.

Warm regards,

Stephanie Tully
Group Chief Customer Officer

Stay up to date

We will continue to stay in touch via email for significant changes. As the situation continues to evolve, you can stay up to date with all the latest information on our dedicated Coronavirus travel updates page.

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If you’re flying after 31 July 2020

If your plans have changed or you no longer wish to travel, you can choose to change to a new date, or cancel your booking and use the value towards a future flight.

Our standard fare rules apply, so you may be charged a change fee. To check your fare conditions for change and cancellation information, enter your last name and booking reference at Manage Booking, then move down to the flight section.

See booking changes and other options

Qantas International network changes

All Qantas and Jetstar international flights are suspended until at least the end of May 2020. More than 150 aircraft will be grounded during this time, including all our A380s, 747s and B787s. Some additional scheduled services will operate to assist with essential travel.

Last updated: 23 April 2020

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Visa requirements

To transit through Australia, you must either hold a valid visa or be from an eligible country to Transit Without a Visa (TWOV).

If you do not hold a visa that allows you lawful entry into Australia, you can apply for a Transit visa (subclass 771) which allows you to transit through Australia for up to 72 hours while you wait for your onwards flight. This visa doesn’t allow you to stay in Australia longer. If you need to stay longer, you should apply for a different visa.

Eligible New Zealand citizens can transit through Australia on a Special Category visa (Subclass 444).

I am a New Zealander or Pacific Islander transiting to Australia

If you are a New Zealander, citizen of a Pacific Island Forum country, Timor Leste citizen or resident of New Caledonia or French Polynesia transiting though Australia on your way to or from New Zealand or a Pacific Island Forum Country, you do not need a transit exemption if you have booked a connecting flight to depart Australia within 72 hours of your arriving flight.

Due to domestic travel restrictions, your outbound connecting flight must be departing from the same airport in Australia as your arrival flight, unless an exemption has been granted.

All other non-exempt foreign nationals will need to seek an exemption to be allowed to transit through Australia.

If your connecting flight means you will spend longer than 72 hours, you are not considered to be transiting Australia and will need to apply online to the Commissioner of the ABF for an exemption from the travel restrictions.

All other passengers

All other non-exempt foreign nationals will need to seek an exemption to be allowed to transit through Australia. You can apply online for an exemption.

Due to domestic travel restrictions, your outbound connecting flight must be departing from the same airport in Australia as your arrival flight, unless an exemption has been granted.

Transit quarantine arrangements

Designated isolation facilities and isolation requirements are a matter for the relevant State and Territory health and police authorities. The exercising of discretion by the ABF Commissioner does not preclude you from having to undertake state or territory isolation requirements in one of these facilities should you be unable to complete the transit outbound from Australia in the same day as you arrived (8 hours).

State and territory authorities will consider exemptions to the mandatory 14 day quarantine period on a case by case basis, and each state and territory may apply varying degrees of consideration for transit passengers. To find out more about how quarantine works in your state or territory, or to ask about someone you know who has been quarantined, contact your state or territory government health department.

Travellers should plan to arrive and depart Australia in transit on the same day wherever possible.

Any accompanying family members who are not exempt, will need to apply for Commissioner discretion.
You will need to ensure you have a valid visa that allows you to transit through Australia. Further information on transit visas can be found on the Department’s website