Schedule Change Policy

This policy allows you to manage and service your customers who have been affected by a schedule change on a Qantas flight number operated or marketed or a Qantas flight number operated by another carrier and a UN/TK has been generated to your customer's booking.

Qantas releases a Commercial Policy when extraordinary circumstances arise that have the potential to impact our customers’ travel plans outside of their control. These may include weather events and natural disasters.

At all other times this policy should be applied for schedule change to Qantas and other airline flights.

A schedule change is an involuntary change to a flight. A UN/TK is generated to your customer’s booking to notify you of the change. A disruption is an involuntary change close to departure when no change can be seen in the booking and Qantas is dealing direct with the customer.

Note: For unticketed bookings, alternative flights should be rebooked from current availability in accordance with the rules of the fare to be ticketed.

Select from the following schedule change options:

Qantas Schedule Change

If your customer accepts the change the Qantas auto-revalidation process will update your customer's ticket where possible. No further action is required.

If no reaccommodation has been offered or the new flights are unacceptable or there is a misconnection, plese follow this Schedule Change Policy to rebook your customer's flights.

When you have rebooked your customer, follow the automated Schedule Change Service Request for a unique authority to reissue your customer's ticket.

Once a schedule change has been accepted and the ticket has been reissued, further changes will be considered voluntary and any additional fare, taxes and fees

For flights to or from Canada, please see the requirements of the Canadian Air Passenger Protection Regulation.

Qantas Schedule Change on Qantas Tickets
Qantas Schedule Change on Other Airlines tickets

Qantas Schedule Change on Qantas Tickets

Options	Permitted actions
Rebook to Qantas operated and marketed flights	Rebooked to an alternative QF flight or connecting QF flight in the same booking class as the original flight Example: MEL QF LAX rebooked to MEL QF SYD QF LAX If the same booking class is not available you can book the lowest booking class in the same cabin. Exception: P/U/Z/X booking classes are not permitted. Rebook on the same day as the original booking or a day on either side of the travel date; or the next available flight
Rebook to Qantas codeshare flights operated by another airline	Qantas codeshare flights operated by the same carrier should be booked in the same booking class as the original flight Rebook on the same day as the original booking or a day on either side of the travel date; or the next available flight
Rebook to Qantas operated by Emirates (QF8000 series)	If a schedule change occurs on a Qantas operated by Emirates flight and the reaccommodated flight is unsuitable, the flight can be: Rebooked to an alternative Qantas operated by Emirates flight in the same booking class If the same booking class is not available you can book the lowest booking class in the same cabin New flights must be on the same day or a day either side of the travel date The origin and destination of the ticket must remain the same If no acceptable alternative flights are available, rebook on EK prime flights in lowest booking class in the same cabin
Rebook connecting flight operated by another airline to the same airline	Qantas schedule change causes a misconnection on a connecting flight on another airline, the connecting flight on that airline can be: Rebooked to an alternative flight operated by the same airline in the same booking class. If the same booking class is not available, rebook the lowest available class in the same cabin
Rebook connecting flight operated by another airline to an alternative airline	If the QF schedule change causes a misconnection on a connecting flight on another airline, the connecting flight can be: Rebooked to an alternative carrier in accordance with the fare rules and route map in the booking class stated in the fare rules. Rebook to an alternative regional connecting flight on a oneworld airline in the lowest available class in the same cabin. Refer to oneworld table below for permitted airlines within each region.

oneworld Table

Region	Permitted oneworld airline	Example
Africa	QF	SYD QF JNB SA CPT rebooked to SYD QF JNB QF CPT (SYD-JNB must remain a QF operated and marketed flight)
Asia	CX, JL, MH, NU, UL	MNL PR HKG QF SYD rebook MNL CX HKG QF SYD (HKG-SYD must remain on a QF opreated and marketed flight)
Europe	AY, BA, IB, QF	PAR QF DXB QF MEL rebooked to PAR BA LON QF MEL (LON-MEL must be a QF operated and marketed flight)
North America	AA, QF, AS	SYD QF LAX QF NYC rebooked to SYD QF LAX AA NYC (SYD-LAX must remain a QF operated and marketed flight)

Options	Permitted actions
Rebook to Qantas flights	Be on the same day or a day either side of the original ticketed flights, or be the next available flight Be in the same booking class as originally ticketed In some situations, tickets for flights to or from Canada are required to be rebooked on flights operated by any air carrier. Please refer to the requirements of the Canadian Air Passenger Protection Regulations.

Other Airline Schedule Change

Other Airlines Schedule Change on Qantas Ticket
Other Airline Schedule Change on Other Airline Tickets

Other Airlines Schedule Change on Qantas Ticket

Ticketed Fare	Conditions	Rebooking options
Qantas Through Fares	This policy can be applied without reference or authority from the Qantas Agency Connect Team or Qantas Contact Centres. If the new or changed flight is not acceptable or causes a misconnection to the ticketed stopover point or destination this policy applies. In some situations, tickets for flights to or from Canada are required to be rebooked on flights operated by any air carrier. Please refer to the requirements of the Canadian Air Passenger Protection Regulations discussed under the process for Qantas tickets.	Qantas permits the following: Rebook the other airline’s affected flight to an alternative flight operated by the same airline Rebook the other airline’s affected flight to another airline’s flight in accordance with the ticketed Qantas fare rule and route map in the applicable class of travel Rebook to an alternative Qantas connecting flight Reroute through an alternative Qantas gateway city as per the applicable fare rule and route map Example: SYD QF LAX AA MIA changed to SYD QF DFW AA MIA New flights must be: Be on the same day or a day either side of the ticketed flights Rebook the other airline's affected flight to another airline's flight in accordance with the ticketed Qantas fare rule and route map in the applicable class of travel Be in the same class as originally ticketed.
End on End Fares	Qantas provides through fares to most destinations and recommends the use of through fares where available for a seamless customer experience. If a schedule change occurs to a flight that is ticketed as an end on end fare and is accepted by your customer, follow the automated Schedule Change process for a unique authority to reissue your customer's ticket.	If the schedule change is unsuitable to the customer or results in a misconnection, the flight can be cancelled prior to departure and the unused coupon can be submitted for a manual refund once travel is completed. Note: Travel on the remaining coupons can still be completed on the ticket. There is no requirement to contact the Qantas Agency Connect Team to suspend the unused other airline's coupon on the ticket or to obtain authority for the other airlines coupon to remain unused. Refunds Refund requests can be processed through BSPlink or ARC as a manaul refund request. The refund must: Include proof of the cancellation/schedule change Be requested on the original ticket, the ticket cannot be reissued Provide a justification as to why the schedule change is unacceptable to your customer
Jestar Group Fares	If, where permitted, you have issued a Qantas (081) ticket containing only Jetstar Group (JQ/GK/3K) fares, please contact Jetstar Trade Support for assistance and authority to reissue or refund the ticket.	Please refer to Jetstar Trade Support for assitance.

Ticket Conditions

Ticket options for Qantas Tickets	Condition
Authority	When the flights have been rebooked and your customer has accepted the change, follow the automated Schedule Change process for a unique authority to reissue your customer's ticket.
Revalidation	For Qantas operated and marketed flights, you can revalidate the ticket providing the airline designator, itinerary, and booking class has not changed. Your customer's ticket will be revalidated through the Qantas auto revalidation process where possible for flights rebooked by Qantas
Reissue	You customer's ticket can be reissued as follows: Ticket to be reissued with no additional collection or refund to fare, surcharges, and ticket taxes No change fee is to be applied to the reissue All details of the original ticket to be shown on the new ticket including fare basis and fare calculation Any existing data in the tour code box is to be retained Enter the authority number in the ticket endorsement
Ticket in Credit	Your customer's ticket can be held in credit for future travel. Additional fare, surcharge, and ticket taxes may apply. This option is unavailable for Canadian flights.
Refunds	If your customer does not want to hold their ticket in credit for future travel, you can request a refund of the Qantas (081) ticket when the schedule change is unacceptable. Ensure all flights that are no longer required are cancelled. For tickets that have a cancellation fee, follow our automated Schedule Change process to obtain an authority number, then process the refund directly via your GDS or Technology Partner or process the refund through BSPlink or ARC as a manual refund request. If your customer's ticket is fully refundable, no authority is required and should refund the ticket through your GDS or Technology Partner.

Disruption Handling

A distruption is an involuntary change to a Qantas flight close to departure where no UN/TK is generated to your customers booking as Qantas is dealing direct with your customer.

Disruptions include:

Flight cancellations
Flight diversions
Missed connections
Late arriving aircraft
Change of aircraft type (including size of aircraft and class change)
Offloads
Any other scenario where the flight does not depart or arrive as per published schedules

How your customer is notified of a disruption

Close to departure, flight disruptions are not generated to your customer’s booking as Qantas will attempt to contact customers that are impacted by a disruption on QF operated/marketed and QF/JQ codeshare flights to minimise the risk of mishandling.

Customers are contacted by email, SMS or phone call. Qantas Travel App subscribers will also receive push notifications.

Depending on the extent of the disruption and its impacts on your customer, the following actions may be taken by Qantas:

SMS/email advising new flights time with no further action required and changes to be viewed via qantas.com/yourbooking or the Qantas App
SMS/email advising a flight change has occurred and to review and confirm via qantas.com/yourbooking or the Qantas App
SMS/email advising an important flight change or cancellation has occurred and to get assistance via the Qantas App or by calling a local QF number provided

To ensure that your customers can be reached by Qantas during disruptions we require you to include your customer's contact details as an SSR in their booking. Please refer to Customer Contact Details for more information.

How disruptions are processed

For disruptions that happen close to the time of departure, you will not see any changes to the affected flights in your customer’s booking. This means that Qantas is dealing direct with your customer.

We will notify your customer of the disruption, assist with any changes that need to be made to their flights, including connecting flights if on the same ticket, and reissue or revalidate the affected coupons as required. If your customer contacts you about the disruption, please advise them to follow the instructions provided to them by Qantas.

This generally applies to departures within 2 hours for Australian domestic flights and within 4 hours for international flights.

Unless the disruption is close to departure, you will receive a UN/TK message via your Technology Partner queues or notifications. If you accept the change on behalf of your customer, please also update their ticket if Qantas has not already done so. This will advise Qantas that your customer is aware of and has accepted the change to their flight. If the reaccommodated flight is not acceptable, please rebook your customer to an alternative flight.

Where possible, Qantas will automatically revalidate or reissue the affected coupon/s whenever a disruption occurs. You will need to contact Qantas for assistance if the reaccommodated flights are unacceptable and Qantas has reissued the affected coupons.

Accommodation

For disruptions that happen close to the time of departure, you will not see any changes to the affected flights in your customer’s booking. This means that Qantas is dealing direct with your customer.

We will notify your customer of the disruption, assist with any changes that need to be made to their flights, including connecting flights if on the same ticket, and reissue or revalidate the affected coupons as required. If your customer contacts you about the disruption, please advise them to follow the instructions provided to them by Qantas.

This generally applies to departures within 2 hours for Australian domestic flights and within 4 hours for international flights.

Unless the disruption is close to departure, you will receive a UN/TK message via your Technology Partner queues or notifications. If you accept the change on behalf of your customer, please also update their ticket if Qantas has not already done so. This will advise Qantas that your customer is aware of and has accepted the change to their flight. If the reaccommodated flight is not acceptable, please rebook your customer to an alternative flight.

Where possible, Qantas will automatically revalidate or reissue the affected coupon/s whenever a disruption occurs. You will need to contact Qantas for assistance if the reaccommodated flights are unacceptable and Qantas has reissued the affected coupons.

Requirements of the Canadian Air Passenger Protection Regulations

You must rebook flights to and from Canada subject to the following requirements:

A. For flights operated by Qantas that have been cancelled or delayed three hours or more for reasons within Qantas’ control (including flights cancelled for reasons within Qantas’ control but required for safety), the passenger must be provided with the choice of a refund, or:

(i) a confirmed reservation for the next available flight that is operated by Qantas, or a carrier with which Qantas has a commercial agreement, is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket, and departs within nine hours of the departure time that is indicated on that original ticket,
(ii) a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket and departs within 48 hours of the departure time that is indicated on that original ticket if a confirmed reservation that complies with subparagraph (i) is unavailable, or
(iii) transportation to another airport that is within a reasonable distance of the airport at which the passenger is located and a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from that other airport to the destination that is indicated on the passenger’s original ticket, if a confirmed reservation that complies with subparagraphs (i) or (ii) cannot be provided.

B. For flights operated by Qantas that have been cancelled or delayed three hours or more for reasons outside of Qantas’ control, the passenger must be provided with:

(i) a confirmed reservation for the next available flight that is operated by Qantas, or a carrier with which Qantas has a commercial agreement, on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket and departs within 48 hours of the departure time that is indicated on that ticket.
(ii) If a confirmed reservation in accordance with subsection (1) is unavailable, you must, provide the passenger with the choice of a refund any unused portion of the ticket or provide the following alternate travel arrangements, free of charge:

(a) a confirmed reservation for the next available flight that is operated by any carrier and is travelling on any reasonable air route from the airport at which the passenger is located, or another airport that is within a reasonable distance of that airport, to the destination that is indicated on the passenger’s original ticket and, if the new departure is from an airport other than the one at which the passenger is located, transportation to that other airport.