Qantas Agency Connect and Qantas Group Travel Introduction of Service Fee
Qantas is investing in improving our Agency Partners’ experience by further enhancing our online content and self-servicing capability.
Following enhancements to our online servicing model, and as part of our overall Agency program, effective 7 March 2019, Qantas will be introducing a fee of up to AUD60 for select telephone and email services performed by the Qantas Agency Connect and Qantas Group Travel teams. Service fees are currently applicable to bookings made by an Australian IATA or TIDS number.
Agents will continue to be able to process many services online with no service fee charge.
Qantas Agency Connect
The Qantas Agency Connect website, found at www.qantasagencyconnect.com, has been designed to support our agency partners. Our online services include Schedule Change, Fare Quotes and Reassessments, Fare Rule Waiver, Class Upgrade, Cancelled in Error, Name Correction and Suspend Coupon. In addition, Agents can view their request numbers, which are provided for any service completed through Qantas Agency Connect, in My Requests. (Further FAQs on how to access Qantas Agency Connect are below.)
Qantas Group Travel
Qantas Group Travel is available to assist agents who are booking 10 or more passengers on one flight or have 20 or more passengers travelling from multiple cities to the same destination for a common purpose. The website www.qantasgrouptravel.comOpens in a new tab or window has been exclusively designed for travel agents within Australia to access group quotes and bookings 24 hours a day, seven days a week. All types of groups can be managed via the website including sports events, family reunions, school trips, mining movements, conferences, incentives and more. Further FAQs on how to access Qantas Group Travel are below.
Support to use our websites
Please visit the Qantas Learning HubOpens in a new tab or window to complete the learning bites created for a range of services available via Qantas Agency Connect and Qantas Group Travel.
The Qantas Agency Connect Team and the Qantas Group Travel Team can guide our agency partners using any of our online services for the first time.
Service Fees
Qantas will be introducing a fee of up to AUD$60 for select telephone services performed by Qantas Agency Connect and Qantas Group Travel Teams from 7 March 2019. The service fee will also apply for the same services for Qantas Group Travel if the request is made via email.
Fees will be charged for the following services:
| Qantas Agency Connect Service* | Fee for service via call to Qantas Agency Connect* | Charge per |
|---|---|---|
| Fare Quote | $60.00 | PNR |
| Fare Reassessment | $60.00 | PNR |
| Coupon Suspension | $60.00 | Ticket |
| Cancelled in Error | $60.00 | PNR |
| Class Upgrade | $60.00 | PNR |
| Fare Rule Waiver (Ticketing Time Limit – Consultant error; Expired Fare - Consultant error) |
$60.00 | PNR |
| Fare Rule Waiver (Change Fee – Consultant error; Ticket Validity) |
$60.00 | Ticket |
| Other Qantas Agency Connect Services*^ | Fee for other services via Qantas Agency Connect*^ | Charge per |
| Name Correction | $60.00 | Ticket |
| Ticketing | $60.00 | Ticket |
| Refund | $60.00 | Ticket |
| Refund Calculation | $20.00 | Ticket |
| ADM/ACM | $38.50 | ADM/ ACM |
| Qantas Group Travel Service* | Qantas Group Travel Service* | Charge per |
| Refund via EFT | $60.00 | Refund |
| Quote | $60.00 | Quote |
| Booking | $60.00 | Booking |
| Amendments | $60.00 | Amendment |
| Ticketing (claimed booking) | $60.00 | Booking |
| Uploading of names spreadsheet | $60.00 | Booking |
| Deposit transfer | $60.00 | Transfer |
Important Information
*Service fees will not apply if an agent is calling or emailing Qantas Agency Connect within 1 business day of departure or Qantas Group Travel within 48 hours of departure.
^Current service fees collected by Qantas
There are currently no fees charged for online servicing by Agents. We will continue to enhance the functionality of both our Qantas Agency Connect website and our Qantas Group Travel website and review the fees being charged by Qantas over time to support these enhancements.
Fees are applied depending on the service request. Whoever requests the service via telephone or email is charged. This includes Consolidators and Ticket Centres.
As we understand that some fare quotes and reassessments are complex, we will not charge a fee if an agent was to submit an online form or call Qantas Agency Connect seeking assistance on any of the Global Explorer or oneworld fare families.
All other fare quotes or reassessments should be able to be facilitated via your Technology Partner.
Some of the online functionalities will return an immediate response to you. If a request needs to be manually reviewed by our Qantas Agency Connect or Qantas Group Travel Teams, we will endeavour to respond to you within 1 business day of receiving your request.
All online servicing can be facilitated via the Qantas Agency Connect website provided such servicing is requested at least 1 business day prior to departure and for Qantas Group Travel at least 48 hours prior to departure. As this is a system limitation, no service fees will be charged to an agent calling through to Qantas Agency Connect or calling and emailing Qantas Group Travel if departure is imminent (i.e. within these timeframes).
There may be service fees charged if there is a requirement for a ticket to be issued or reissued; however, this will be quoted by our teams at the time.
Your request will be automatically prioritised based on your passenger’s departure date, Frequent Flyer tier status and your agency status with Qantas. We understand all passengers are important and we are committed to returning all service requests as soon as possible.
Yes, you will be charged per PNR or per ticket as outlined above based on what your request is, e.g. if you request a fare reassessment and a waiver of a ticketing deadline, you will be charged $60 per service or a total of $120.
Qantas provides the flexibility for our agents to claim group bookings and ticket inhouse. If changes occur after the booking has been claimed and ticketed and an agent requests Qantas to facilitate the reissue of these tickets, a $60 fee per group booking reference will apply. If an agent tickets via the Qantas Group Travel website and reissue of tickets is required, this can be facilitated via the Group Travel website or our team without incurring any service fees.
Travel agents can pay by Agent issued EMD or credit card. Agency credit cards are accepted for payment of Service Fees only. For further information, please refer to Qantas Payment PolicyOpens in a new tab or window.
In the event of a site outage of either Qantas Agency Connect or Qantas Group Travel the service fee will not be applied.
Fees will be applied equally to all our Agency Partners.
Accessing Qantas Agency Connect
To access full functionality, all agencies need to register using their IATA or TIDS number and password.
The manager or agency administrator of the office should register on behalf of the agency. Individual consultants do not need to register separately to access Qantas Agency Connect.
Registration is an easy three step process:
- Complete the agency information, details and agree to our terms and conditions
- Submit your registration request.
- Receive an email confirming your agency is registered to access Qantas Agency Connect, then share login details with agency team members.
Yes – due to future enhancements all IATA and TIDS numbers are required to be registered for access to Qantas Agency Connect.
IATA and TIDS numbers are a unique code identifying your agency globally. By obtaining an IATA or TIDS number, your bookings will be serviced and recognised by industry suppliers including airlines, hotels, car hire companies etc. Agencies need a valid IATA or TIDS number to access the full content, services and functionality of Qantas Agency Connect and Qantas Group Travel. Additional benefits of having an IATA or TIDS include sales communications and training through the Learning Hub.
An IATA or TIDS number will need to be applied for through IATA online via www.IATA.orgOpens in a new tab or window
Unless you have a valid IATA or TIDS number, your Consolidator will no longer be permitted to service your bookings via the Qantas Agency Connect website. We strongly recommend that you obtain a TIDS number so we can support your Agency.
Agency Managers can manage passwords through My Agency Profile and password reset or via forgotten password on Manager login.
Accessing Qantas Group Travel
Registration is easy and can be done online at www.qantasgrouptravel.comOpens in a new tab or window. The manager or key group contact from each agency will need to initially register as an administrator. Once verified, the agency administrator will be sent details of their individual username to access the website.
A username and password are required to access the website. If you do not have a username, complete the registration form or contact your manager if your agency has already registered.
If an agent is already registered to use the Qantas Group Travel site, to reset their password, they simply need to click on Forgot Your Password and nominate a new password.