Commercial Policy for customers impacted by Air Vanuatu flight cancellations

Commercial Policy|Published 6 April 2023

Air Vanuatu has cancelled multiple services between Sydney, Brisbane, Melbourne and Port Vila. 

The following commercial policy is for customers holding a valid Qantas codshare with Air Vanuatu ticket issued on/before 19 April 2023 for travel between 31 March 2023 and 19 April 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 marketed flight operated by Air Vanuatu within +/- 7 days. 
  • 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 marketed flight operated by Air Vanuatu on the same origin and destination in a lower cabin and offered a partial refund if applicable. 
  • Reissue with authority 574619 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 574619 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 574619 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.