Name Correction and Name Change
The following procedures apply when a correction or change is required to a customer's name. Tickets must be validated to Qantas (081) and be wholly unused.
Please read the following definitions of Name Correction and Name Change to ensure you apply the correct procedure:
Name Correction - Applies when there is an error in an existing customer's name that needs to be corrected.
Name Change - Applies when the existing customer is no longer travelling and requests that the unused ticket be used as credit towards a new ticket in another customer’s name.
Name Correction
The following policy applies for name corrections to bookings containing Qantas (QF) operated and marketed flights only or a combination of Qantas and Jetstar Group flights, either prime or codeshare, including JQ, 3K and GK.
Note: If, where permitted, you have issued a ticket containing only JQ/GK/3K fares with no QF content, please contact Jetstar Trade Support for assistance.
Pre-Ticketing
The following changes are permitted if no ticket has been issued:
- One (1) name correction of three (3) characters or less to the family name
- Unlimited corrections to the first name and/or title
You can make the above corrections in your Technology Partner booking without authority from Qantas Agency Connect. This includes bookings containing Jetstar Group flights only.
Corrections of more than three (3) characters require an authority and action by Qantas to prevent the booking cancelling.
The following scenarios will be considered:
- Maiden to married or vice versa.
- Typing error within the title, first name and/or last name.
- Transposed Name (e.g. change Jane/Smith Ms to Smith/Jane Ms).
No service fee applies.
Please contact your local Qantas Agency Connect for authority if required.
Post-Ticketing
All Qantas (081) tickets require an authority for a name correction once the ticket is issued to prevent the booking from cancelling. Please contact your local Qantas Agency Connect for authority.
The ticket must be within validity, wholly unused and the request made before travel has commenced.
The following scenarios will be considered:
- Maiden to Married or vice versa
- Typing error within the title, first name and/or last name
- Transposed Name (e.g. change Jane/Smith Ms to Smith/Jane Ms)
Reissue Process
You will need to reissue the ticket and include ‘Reissue due to Name Correction’ in the endorsement box.
No service fee applies.
Pre-Ticketing
If a booking contains interline and/or Qantas codeshare flights, the name in the booking cannot be corrected.
Please complete the following steps:
- Create a new booking exactly as per the original itinerary in the correct name
- If there are multiple passengers, split the customer with the incorrect name from the original booking
- Cancel the booking containing the incorrect name
- Ticket as per applicable fare rules without authority from Qantas Agency Connect
If the same booking class is unavailable for any Qantas operated and marketed flights in the itinerary, book the lowest available class in the same cabin then contact Qantas Agency Connect for assistance before cancelling the original booking.
For Qantas codeshare and/or interline flights where the same booking class is unavailable, book from current availability and issue the ticket as per the current fare rules without authority from Qantas Agency Connect.
Post-Ticketing
For tickets containing Qantas codeshare and/or interline carriage flights, please follow the below steps:
1. If there are multiple passengers, split the customer with the incorrect name from the original booking
2. Create a new booking exactly as per the original itinerary in the correct name. If the same booking class is unavailable for any Qantas operated and marketed flights in the itinerary, book the lowest available class in the same cabin then contact Qantas Agency Connect for assistance before cancelling the original booking.
3. Issue a new ticket against the current fare and taxes
4. Contact Qantas Agency Connect with the following information for authority to process a full refund on the original ticket:
· Original ticket number
· New ticket number
· Original booking reference
· New booking reference
Note:
· For interline and/or Qantas codeshare flights where the same booking class is unavailable, rebook from current availability and issue a new ticket as per the applicable fare rules. The new ticket must be of equal or higher value.
· Contact your local Qantas Agency Connect for authority to refund the original ticket.
No service fee applies.
Name Change
All travel must be on Australian domestic flights for travel wholly within Australia.
Pre-Ticketing
If a ticket has not been issued, please cancel the booking and create a new booking in the new name.
Post-Ticketing
Name Change is permitted for specific Domestic Retail and Corporate (Private) fares. No authority is required from Qantas Agency Connect.
Refer to the following clue cards for further information:
Retail Name Change Clue Card (PDF)
Corporate Name Change Clue Card (PDF)
Name changes on Qantas (081) international tickets are not permitted.
International tickets are only valid for the original ticketed passenger’s name and cannot be transferred into the name of another passenger.
Exception:
A name change can be considered for a corporate account if the ticketed employee has left the company. A letter from the corporate account to confirm this change is required. Contact the QAC team for further assistance.