Other Airline Schedule Change Policy
This policy allows you to manage and service your customers who have been affected by a schedule change to another airline's flight.
Note: For unticketed bookings, alternative flights should be rebooked from current availability in accordance with the rules of the fare to be ticketed.
Where a schedule change has been accepted and the ticket reissued, further changes will be considered voluntary and any additional fare, taxes and fees will apply.
When an itinerary is impacted by a schedule change on another airline's flight a UN/TK is generated to your customer’s booking.
If no reaccommodation has been offered or the new flights are unacceptable, please follow this Schedule Change Policy to rebook your customer’s flights.
If an Emirates (EK) schedule change results in a misconnection, Emirates will reaccommodate the connecting Emirates flight manually. This may take up to 72 hours to be seen in your customer's booking.
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.
| Options | Process |
| Reaccommodating your customer | Qantas permits the following:
New flights must:
|
| Reissue | All tickets impacted by other airline schedule changes must be reissued prior to travel. Your customer’s ticket can be reissued as follows:
Always check with the other airline to ensure the reissued ticket number has been generated. |
| Ticket in credit | Your customer's ticket can be held in credit for future travel. Additional fare, surcharges and ticket taxes may apply. This option is unavailable for Canadian flights. |
| 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 or hold your customer's ticket in credit. |
| Refund | 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 flgihts that are no longer required are cancelled. For tickets that have a cancellation fee, follow the automated Schedule change process to obtain an authority number, then 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 the refund can be processed through your GDS or Technology Partner. |
| Options | Process |
| Reaccommodating your customer | 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 service request 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. 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 airline's coupon to remain unused. |
| Reissue | If a schedule change is accepted by your customer and you have obtained an authority number through the Schedule Change service request, your customer’s ticket can be reissued as follows:
Always check with the other airline to ensure the reissued ticket number has been generated. |
| Refund | Refund requests can be processed through BSPlink or ARC as a manual refund request. The refund application must:
|
If, where permitted, you have issued a Qatnas (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.