Commercial policy for bookings policy for customer impacted by cancellation of Emirates Melbourne to Singapore services

Commercial Policy|Published 10 December 2024

The following commercial policy is available to customers holding a valid 081 ticketed on/before 9 December 2024 for scheduled departures between 30 March 2025 – 30 November 2025 on Emirates operated Melbourne to Singapore or vice versa (EK404, EK405 , QF8404 and QF8405).

Options for customers holding a Qantas (081) issued ticket:

Customer options:

Option Permitted action Ticket reissue condition
1. Rebook
  • Rebook to another Qantas Airways operated flight between MEL and SIN within +/-1 day.
  • If required, rebook to a Qantas operated Australian domestic flight to connect with the MEL-SIN flight. 
  • If the same booking class is not available, the lowest booking class within the same cabin may be booked.
  • Where a cabin is no longer available, customers can be accommodated/rebooked on the next available Qantas operated flight in a lower cabin and offered a partial refund if applicable.
  • Reissue with authority 739240 in endorsement box
  • Change fee does not apply.
  • Additional fare/taxes do not apply.
  • All details of the original ticket including fare basis and fare calculation to be shown on the new ticket.

Qantas NDC Call Out

Where the flight has been affected, the agent should reshop and select an alternative flight using waiver code 739240 and waiver type ‘Additional Fare/Tax/Change Fee’. The Qantas NDC commercial waiver workflow will automatically waive the additional fare, taxes and change fee.

Please contact your Technology Partner if further assistance is required.
2. Credit
  • Retain the value of the ticket in credit.
  • New travel dates must be within ticket validity.
  • Reissue with authority 739240 in endorsement box
  • Change fee does not apply
  • Additional fare/taxes do apply.
  • If the new fare is of a higher value than the existing ticketed fare, the fare difference is payable by the customer. Applicable ticket surcharges, fees and taxes may apply.

Qantas NDC Call Out

Where a ticket has been held in credit due to a commercial policy, you must create a new NDC booking then add the waiver code 739240 and waiver type 'Change Fee’. The commercial waiver workflow will automatically waive the change fee
3. Refund
  • If the above alternative options are not suitable, customers are entitled to a refund.
  • Customers who have commenced their journey are entitled to a refund of the impacted sector/s.
  • Refund Applications can be submitted via GDS or BSPlink or ARC with reference to the Authority number 739240 to waive any refund fees
  • Refund fee does not apply
  • To request a refund, return the ticket to the original point of purchase

Qantas NDC Call Out

To apply for a refund, you must cancel the Qantas NDC booking and retain the ticket. Refund applications must be submitted as a manual refund request via BSPlink or ARC with reference to the authority provided in the commercial policy to waive any applicable fees.

Please contact your Technology Partner if further assistance is required. 

Commercial Policy Conditions

  • Flights no longer required must be cancelled prior to scheduled departure.
  • All Qantas flight changes need to be actioned (reissued or revalidated) prior to travel
  • Qantas will not be responsible for paying any other costs or expenses such as hotel or other ground operator fees arising due to events beyond our control, unless required by applicable laws.
  • All other rules and conditions of the ticket remain unchanged.
  • Once a ticket has been reissued using this authority, subsequent changes are subject to fare rules and conditions (unless covered by this or another commercial policy).

For customers with unticketed bookings:

For unticketed bookings, alternate flights/routings can be rebooked subject to availability and tickets issued in accordance with fare conditions.

For customers with a Qantas Points Plus Pay bookings:

Qantas Points Plus Pay Bookings are entitled to the same options and conditions as listed above.

For customers on Frequent Flyer Classic Reward Tickets:

Qantas Classic Flight Reward tickets cannot be retained in credit. They can be changed or refunded. This must be done via Contact Centres.