Commercial policy for customers impacted from volcanic ash caused by the Mount Lewotobi eruption in Indonesia

Commercial Policy|Published 14 November 2024

The following commercial policy is available to customers holding a valid 081 ticketed on/before 13 November 2024 for scheduled departures between 13 November and 22 November 2024 to/from Denpasar.

(Refer to table below ) Reroute to Jakarta only for mid journey passengers needing a return leg (passenger to make own way to/from Denpasar to Jakarta)

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 within +/- 21 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 operated flight in a lower cabin and offered a partial refund if applicable.	Reissue with authority 699061 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 699061 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 699061 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 699061 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 699061 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.
4. Reroute to CGK only for mid journey passengers needing a return leg (passenger to make own way to/from DPS to CGK)	Rebook to another Qantas Airways operated flight CGK- SYD vv within +/- 21 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 operated flight in a lower cabin and offered a partial refund if applicable.	Only permitted for mid journey return legs. Passenger must make their own way to/from CGK. Reissue with authority 699061 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.

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.