Qantas Schedule Change Policy
This policy allows you to manage and service your customers who have been affected by a schedule change on a Qantas flight number operated or marketed or a Qantas flight number operated by another carrier and a UN/TK has been generated to your customer's booking.
Qantas releases a Commercial Policy when extraordinary circumstances arise that have the potential to impact our customers’ travel plans outside of their control. These may include weather events and natural disasters.
At all other times this policy should be applied for schedule change to Qantas and other airline flights.
A schedule change is an involuntary change to a flight. A UN/TK is generated to your customer’s booking to notify you of the change. A disruption is an involuntary change close to departure when no change can be seen in the booking and Qantas is dealing direct with the customer.
Note: For unticketed bookings, alternative flights should be rebooked from current availability in accordance with the rules of the fare to be ticketed.
Select from the following schedule change options:
When an itinerary is impacted by a schedule change on a Qantas (QF) operated and marketed flight number or a Qantas (QF) flight number operated by another carrier and a UN/TK is generated to you customer's booking. The Qantas auto-revalidation process will update your customer's ticket where possible. If your customer accepts the change, no further action is required.
If no reaccommodation has been offered or the new flights are unacceptable or there is a misconnection, new flights can be booked on the same day or a day either side of the original ticketed flights or be the next available flight.
For flights to or from Canada, please see the requirements of the Canadian Air Passenger Protection Regulation.
Reaccommodating your customer
When your customer has been affected by a schedule change on a Qantas operated and marketed flight or a Qantas flight number operated by another carrier, you can reaccommodate the affected flight as per below or if the Qantas schedule change causes a misconnection, you can rebook the connecting flight on another carrier as per below:
| Qantas operated and marketed flights | Qantas codeshare flights | Interline carrier to the same interline carrier | Interline carrier rebooked to alternative interline carrier |
| Qantas operated and marketed flights can be rebooked to alternative or connecting QF operated and marketed flights. The flights should be booked in the same booking class as the original flight or the lowest available in the same cabin if the same booking class is not available. Example MEL QF LAX rebooked to MEL QF SYD QF LAX. Exception P/U/Z/X booking classes are not permitted. |
Qantas codeshare flight operated by another airline must be rebooked in the same booking class as original flight. If a Qantas flight operated by Emirates (EK) results in a misconnection, Emirates will reaccommodate the connecting flight manually. This may take up to 72 hours to be seen in your customer's booking. |
If the Qantas schedule change causes a misconnection to a connecting flight on another airline, the connecting flight on that airline can be rebooked to an alternative flight operated by the same airline in the same booking class as originally ticketed or the lowest available class in the same cabin. Example MEL QF LAX UA LAS customer can be rebooked to alternative UA flight LAX to LAS. |
If the Qantas schedule change causes a misconnection to a connecting flight on another airline and the same airline cannot be rebooked then you can rebook to an alternative airline or reroute your customer according to the ticketed fare rules and route map. Example SYD QF LAX AA DFW change to SYD QF LAX UA DFW |
Connecting flights
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Ticket Options
| Revalidation | For Qantas operated and marketed flights, you can revalidate the ticket providing the airline designator, itinerary and booking class has not changed. Where possible, your customer's ticket will be revalidated through the Qantas auto revalidation process for flights rebooked by Qantas. |
| Authority | When the flights have been rebooked and your customer has accepted the change, follow the automated Schedule Change service request process for a unique authority to reissue or hold your customer's ticket in credit. |
| Reissue | Once you have obtained an authority you can reissue your customers ticket as follows:
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| Ticket in credit | If you have requested your customer's ticket to be held in credit for future travel, through the Schedule Change service request. The change fee will not apply but additional fare, surcharges and ticket taxes may apply. This option is unavailable for Canadian flights. |
| Refunds | If the reaccommodation is not suitable and your customer does not want to hold their ticket in credit for future travel, follow the automated Schedule Change process to obtain an authority number to process the refund through BSPlink or ARC as a manual request. Ensure all flights that are no longer required are cancelled. If your customer's ticket is fully refunable, no authority is required and the refund can be processed through your GDS or Technology Partner. |
Reaccommodating your customer
When your customer has been affected by a schedule change on a Qantas operated and marketed flight or a Qantas flight number operated by another carrier on another airlines ticket (non 081), you can reaccommodate the affected flight as per below:
| Qantas operated and marketed flights and Qantas codeshare flights |
Qantas operated and marketed flights and Qantas codeshare flights can be rebooked to alternative or connecting QF flight. New flight must:
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Ticket Options
| Reissue | Please refer to the ticketed airline's schedule change policy for ticket reissue. |
Requirements of the Canadian Air Passenger Protection Regulations
You must rebook flights to and from Canada subject to the following requirements:
A. For flights operated by Qantas that have been cancelled or delayed three hours or more for reasons within Qantas’ control (including flights cancelled for reasons within Qantas’ control but required for safety), the passenger must be provided with the choice of a refund, or:
(i) a confirmed reservation for the next available flight that is operated by Qantas, or a carrier with which Qantas has a commercial agreement, is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket, and departs within nine hours of the departure time that is indicated on that original ticket,
(ii) a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket and departs within 48 hours of the departure time that is indicated on that original ticket if a confirmed reservation that complies with subparagraph (i) is unavailable, or
(iii) transportation to another airport that is within a reasonable distance of the airport at which the passenger is located and a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from that other airport to the destination that is indicated on the passenger’s original ticket, if a confirmed reservation that complies with subparagraphs (i) or (ii) cannot be provided.
B. For flights operated by Qantas that have been cancelled or delayed three hours or more for reasons outside of Qantas’ control, the passenger must be provided with:
(i) a confirmed reservation for the next available flight that is operated by Qantas, or a carrier with which Qantas has a commercial agreement, on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket and departs within 48 hours of the departure time that is indicated on that ticket.
(ii) If a confirmed reservation in accordance with subsection (1) is unavailable, you must, provide the passenger with the choice of a refund any unused portion of the ticket or provide the following alternate travel arrangements, free of charge:
(a) a confirmed reservation for the next available flight that is operated by any carrier and is travelling on any reasonable air route from the airport at which the passenger is located, or another airport that is within a reasonable distance of that airport, to the destination that is indicated on the passenger’s original ticket and, if the new departure is from an airport other than the one at which the passenger is located, transportation to that other airport.