Name Correction and Name Change
The following procedures apply when a correction or change is required to a customer's name. Tickets must be validated to Qantas (081) and be wholly unused.
Please read the following definitions of Name Correction and Name Change to ensure you apply the correct procedure:
Name Correction - Applies when there is an error in an existing customer's name that needs to be corrected. The ticket is reissued by Qantas Agency Connect to reflect the correct name.
Name Change - Applies when the existing customer is no longer travelling and requests that the unused ticket be used as credit towards a new ticket in another customer’s name.
Name Correction
The following policy applies for name corrections to bookings containing Qantas (QF) operated and marketed flights only or a combination of Qantas and Jetstar Group flights, either prime or codeshare, including JQ, 3K and GK.
Note: If, where permitted, you have issued a ticket containing only JQ/GK/3K fares with no QF content, please contact Jetstar Trade Support for assistance.
Pre-Ticketing
The following changes are permitted if no ticket has been issued:
- One (1) name correction of three (3) characters or less to the title/first name/last name
You can make the above corrections in your Technology Partner booking without authority from Qantas Agency Connect. This includes bookings containing Jetstar Group flights only.
For corrections of more than three (3) characters, please complete the online Name Correction Service Request prior to making the change in your Technology Partner booking for authority and action by Qantas to prevent the booking cancelling. This does not apply for bookings containing Jetstar Group flights only.
The following scenarios will be considered:
- Maiden to married or vice versa.
- Typing error within the title, first name and/or last name.
- Transposed Name (e.g. change Jane/Smith Ms to Smith/Jane Ms).
If supporting documentation is required, you will be asked to provide a copy of your customer’s passport, driver’s license or other form of identification that is current and contains their full name.
No service fee applies.
Post-Ticketing
Qantas NDC Call Out
Name Corrections can be serviced with ease via the online service request on Qantas Agency Connect.
All Qantas (081) tickets require an authority and reissue by Qantas for a name correction. No Service fee applies.
Note:
If your customer is departing within 1 business day, please contact the Qantas Agency Connect Team.
The ticket must be within validity, wholly unused and the request made before travel has commenced.
The following scenarios will be considered:
- Maiden to Married or vice versa.
- Typing error within the title, first name, and/or last name
- Transposed Name (e.g. change Jane/Smith Ms to Smith/Jane Ms).
If supporting documentation is required, you will be asked to provide a copy of your customer’s passport, driver’s license or other form of identification that is current and contains their full name.
Qantas Agency Connect will reissue ticket.
The new ticket will be sent to the email address you provided when submitting the service request.
The following policy applies for name corrections to bookings containing a combination of Qantas (QF) operated and marketed flights with codeshare and/or interline flights (except for Jetstar Group flights).
Pre-Ticketing
If your customer’s itinerary contains interline and/or codeshare flights, the name in the booking cannot be corrected in the GDS and a new booking must be created.
Please complete the following steps:
- Create a new booking exactly as per the original itinerary in the correct name
- If there are multiple passengers, split the customer with the incorrect name from the original booking
- Cancel the booking containing the incorrect name only when advised to do so by Qantas Agency Connect
- Ticket as per applicable fare rules without authority from Qantas Agency Connect Team
If the same booking class is unavailable for any Qantas operated and marketed flights in the itinerary, book the lowest available class in the same cabin then submit an online Name Correction Service Request for Qantas to mesh the seats into the new booking. You will need to provide the booking reference for both bookings. If an infant is included in the booking, the online form cannot be submitted. Please contact the Qantas Agency Connect Team.
If supporting documentation is required, you will be asked to provide a copy of your customer’s passport, driver’s license or other form of identification that is current and contains their full name.
For Qantas codeshare and/or interline flights, including Emirates flights, where the same booking class is unavailable, book from current availability and issue the ticket as per the current fare rules without authority from the Qantas Agency Connect Team.
Post-Ticketing
All Qantas (081) tickets require an authority and reissue by Qantas for a name correction.
Note:
If your customer is departing within 1 business day, please contact the Qantas Agency Connect Team.
The ticket must be within validity, wholly unused and the request made before travel has commenced.
The following scenarios will be considered:
- Maiden to Married or vice versa
- Typing error within the title, first name and/or last name
- Transposed Name (e.g. change Jane/Smith Ms to Smith/Jane Ms)
Please complete the following steps:
- Split the customer with the incorrect name from the original booking
- Create a new booking exactly as per the original itinerary in the correct name then submit an online Name Correction Service Request. You will need to provide the booking reference for both bookings. If the same booking class is unavailable for any Qantas operated and marketed flights or Qantas codeshare flights operated by Emirates or Emirates operated and marketed flights, book the lowest available class in the same cabin.
- If an infant is included in the booking, the online form cannot be submitted. Please contact the Qantas Agency Connect Team.
- Cancel the booking with the incorrect name only when advised to do so by Qantas Agency Connect
- If the ticket has been reissued by Qantas Agency Connect, contact the codeshare and/or interline airline(s) to advise the new ticket number.
If the same booking class is unavailable for any codeshare/interline flights, except for those operated by Emirates, please rebook from current availability and issue your customer’s ticket in accordance with current fare rules. Please submit an online Name Correction Service Request for authority to refund the original ticket. The new ticket must be of equal or higher value.
If supporting documentation is required, you will be asked to provide a copy of your customer’s passport, driver’s license or other form of identification that is current and contains their full name.
Qantas Agency Connect will reissue the ticket or provide authority for refund.
Name Change
All travel must be on Qantas Australian Domestic flights for travel wholly within Australia. The ticket must be completely unused.
Qantas NDC Call Out
To issue a new ticket in another customer name you will need to follow the credit on hold process. The additional fare, tax and change fee if applicable is automatically calculated on the new Qantas NDC ticket. Once a new ticket is issued you will need to retrieve the new order and issue the name change service fee using the servicelist.
Please contact your Technology Partner if you require further assistance.
Pre-Ticketing
If a ticket has not been issued, please cancel the booking and create a new booking in the new name.
Post-Ticketing
Name Change is permitted for specific Australian Domestic Retail and Corporate (Private) fares. No authority is required from Qantas Agency Connect.
Refer to the following clue cards for further information:
Retail Name Change Clue Card (PDF)
Corporate Name Change Clue Card (PDF)
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Name changes on Qantas (081) international tickets are not permitted.
International tickets are only valid for the original ticketed passenger’s name and cannot be transferred into the name of another passenger.
Exception:
A name change can be considered for a corporate account if the ticketed employee has left the company. A letter from the corporate account to confirm this change is required. Contact the QAC team for further assistance.