Commercial Policy for customers impacted by fires on the island of Maui

Commercial Policy|Published 11 August 2023

The following commercial policy is available to customers holding a valid 081 ticket for flights to or from Maui for tickets issued on/before 11 August 2023 for travel between 9 August and 31 August 2023.

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

Customer options:

Option	Permitted actions	Ticket Reissue Conditions
1. Rebook	Rebook to another Qantas Airways operated flight within +/- 20 days. Rebook any connecting Hawaiian Airlines operated flight to connect with rebooked Qantas Airways flight. For Qantas Airways operated 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. For connecting Hawaiian Airlines operated flight, must rebook to the same cabin and booking class as the original booking. If the same booking class is not available, rebook to the next available flight in the same booking class.	Reissue with authority 574630 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.
2. Credit	Retain the value of the ticket in credit. New travel dates must be within ticket validity.	Reissue with authority 574630 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.
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 BSP Link or ARC with reference to the Authority number 574630 to waive any refund fees Refund fee does not apply To request a refund, return the ticket to the original point of purchase

Further 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 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.