Schedule Change Service Request process
Latest News|Published 23 September 2024
We’ve recently enhanced our Schedule Change service request and policy, making it easier to understand and apply when handling involuntary schedule changes for your customers.
The Schedule Change Service Request process is now reduced to just three steps, allowing you to obtain an authority code within 30 seconds.
Tips to help you to process the online service request
To assist you in managing the online service request, here are some tips to help you along the way:
1. You must accept the TK flight status in the booking or rebook your customer in accordance with the Qantas Schedule Change policy before obtaining the authority code to reissue the ticket. Please make sure that any segments that are not required are removed from the itinerary.
2. The enhanced service request process checks that the rebooked itinerary meets the schedule change policy for Qantas operated and marketed flights* by checking:
- The date range of the rebooked flight.
- The cabin is the same as the original flight.
- The route is the same as the original flight
If the rebooked itinerary is not able to be validated, you may receive an invalid submission message to direct you on what you are required to do which could include calling your local Qantas Agency Connect teams to receive the authority code.
3. Qantas utilises automatic ticket revalidation technology to assist you in the Schedule Change process. If your customer’s ticket is automatically revalidated to either reflect the new timing of the Qantas flight and/or change to the Qantas (QF) flight number, then there is no need in these instances to obtain an authority code using the Service Request process.
If you have entered the Service Request process and receive a 'Your ticket may have been reissued or revalidated’ error, please check that your e-ticket matches your itinerary, if so, no further action is required.
In these scenarios, if the Schedule Change was on Qantas operated and marketed flights and an authority code is provided using the Service Request, Qantas guarantees no ADM will be raised, provided tickets have been reissued based on the information provided. The authority code needs to be in the endorsement box and no further changes to the rebooked flight made.
Resources to support your learning
For further help, a learning module is available on the Qantas Learning Hub. Login to access the module in our ‘Servicing Qantas Booking’ course via the Learning Hub Content Library.
If you're not yet a member of the Qantas Learning Hub, you can register here to join.
Additionally, we have simplified our Schedule Change Policy, making it easier to navigate and understand.
We’re continuously developing the Schedule Change Service Request process and adding new features to improve your experience. Some improvements to look out for include: the ability to validate when you rebook your customer via a new transfer point and changing our instructions to make it clearer when there is an invalid submission during the service request.