Servicing your Qantas NDC bookings

Important:
For any other functions that are not listed below, please refer to the policies page to assist in servicing your customer’s bookings.
For all voluntary changes, a ticket may need to be reassessed by Qantas Agency Connect. Any additional collection in fare, taxes and change fees, if required need to be paid to Qantas Agency Connect for reissue of a ticket

Qantas Distribution Platform Servicing Guide

The Qantas Distribution Platform Servicing Guide provides you with the correct process to follow if your Technology Partner has informed you that they do not currently support a specific Qantas Distribution Platform servicing feature via their system.

Follow these processes outlined below to complete the booking.

1. Rebook the flights in the GDS
2. When a Qantas operated and marketed flight is unavailable, contact Qantas Agency Connect before cancelling the original Order or PNR to request the flight/s to be transferred to the new Order or PNR. Cancel the booking via your Technology Partner and then contact Qantas Agency Connect to reissue the ticket

OR

1. If you do not have access to a GDS, cancel the booking via your Technology Partner and contact Qantas Agency Connect to rebook the flight and reissue the ticket
1. Action as per the Retail Name Change policy
2. Use the Credit on Hold capability via your Technology Partner
3. Reissue the ticket via your Technology Partner
4. Issue an EMD for Name Change fee via your Technology Partner

Refer to the section below on the process of issuing an EMD payment for the Name Change fee via your Technology Partner.
- Create a non-air booking file, i.e. a booking without any flights
- The name in the booking should match the new name as held in your Technology Partner’s system
- No Qantas passive segments permitted
- The Name Change fee must be shown as AUD90.00 and AUD9.00UO
- The fee is collected via EMD-S using service code REIS, RFIC Code D, and RFISC 98I1
- The commission level must be manually amended to 0% commission
- The issued in connection field of the EMD must show the new Qantas issued ticket number
- The issued in connection field of the EMD must show the new Qantas issued ticket number
Note: If you do not have access to a GDS, a EMD must be raised in a GDS.
1. Refer to the Qantas Agency Connect website for the commercial policy and the applicable authority number
2. Rebook flights via your GDS
3. When a Qantas operated and marketed flight is unavailable, contact Qantas Agency Connect before cancelling the original Order or PNR to request the flight/s to be transferred to the new Order or PNR
4. Cancel booking via your technology partner
5. Contact the Qantas Agency Connect team to reissue the ticket

OR

1. If you do not have access to a GDS, refer to the Qantas Agency Connect website for the commercial policy and the applicable authority number
2. Contact Qantas Agency Connect to rebook flights and reissue the ticket

Servicing your Qantas NDC bookings

Qantas Distribution Platform Servicing Guide

Schedule Change Reissue - The customer chooses to change to an alternative Qantas flight

Schedule Change Reissue - Involuntary change from Qantas to another airline

Voluntary Change Interline - Change from Qantas to another carrier

Multi Passenger Booking - Split Order or PNR

Name Correction - Pre-ticketing of 3 or less characters

Name Correction - Pre-ticketing of more than 3 characters

Domestic Name Change - Post-ticketing Corporate with QCI code

Domestic Name Change - Post-ticketing Retail

International and Domestic Name Change - Pre-ticketing

Reissue - Subsequent reissue (Qantas only supports up to 7 reissues)

Commercial Policy - Waiver of change fee

Commercial Policy - Waiver of change fee, fare and taxes

Commercial Policy - Qantas commercial waiver with a change from Qantas to another carrier