Qantas Conditions of Carriage, International Passenger Rules and Fares Tariff

Read our Conditions of Carriage, plus find out information relating to the International Passenger Rules and Fares Tariff.

Last updated: 29 September 2022

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Conditions of Carriage

Carriage is subject to Qantas' full Conditions of Carriage

Tariff

A tariff is an official document that an air carrier files with a government agency to provide information about its fares and services. As required by law, Qantas is making available for inspection on this website Sections I through V of the International Passenger Rules and Fares Tariff No. IPR-2 that Qantas and various other carriers have filed with the Canadian Transportation Agency and the US Department of Transportation.

You may download PDF versions of Sections I though V of the tariff by clicking on the corresponding links below.*

International Passenger Rules and Fares Tariff No. IPR-2, NTA(A) No. 210, CAB No. 376

Note that tariffs are subject to change without notice. In the event of any inconsistency between the tariff and the Conditions of Carriage and policies set out at qantas.com, the Conditions of Carriage and policies apply.

Your rights under the Canadian Air Passenger Protection Regulations

Notice

If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights, contact your air carrier or visit the Canadian Transportation Agency’s website 

Si l’embarquement vous est refusé, ou si votre vol est annulé ou retardé d’au moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada

Canada Delays and Cancellations

We are committed to getting you to your destination on time, however, sometimes bad weather, natural disasters, technical problems, operational and other issues can cause flight delays and cancellations. Your safety is always our first priority and while we will try our best to provide our service in accordance with the estimated departure and arrival time of your flight, flight times are not guaranteed.

This policy is designed to comply with the Canadian Air Passenger Rights Regulations: SOR/2019-150 SPR (Regulations) and its sole purpose is to provide a summary of your rights under the Regulations. In the event of any conflict between the provisions of this policy and the Regulations, the Regulations shall prevail. For more information, contact us or visit the Canadian Transportation Agency website. For the purposes of the Regulations, Qantas is considered a large air carrier.

In the event of a delay or cancellation, Qantas will provide you with information and alternative travel and assistance as set out below. Depending on the circumstances, you may also be entitled to other assistance (e.g. meals and accommodation), a refund or compensation.

In the event your flight is delayed or cancelled, Qantas will provide you with the information, assistance, alternative travel arrangements and, if applicable, compensation described in the tables below if:

  • the flight is operated by Qantas; and
  • the flight is to or from Canada; and
  • you have a fully paid and confirmed reservation for a fare which is available directly or indirectly to the public (passengers travelling on staff or industry fares are not covered); and
  • you have a valid ticket for the flight, hold valid travel documentation and have complied with all applicable travel formalities. 

Delay or cancellation within our control

If the delay or cancellation is for reasons within our control, our obligations to you are as follows:

Information

We will provide you with information regarding the reasons for delay or cancellation of your flight, the assistance that you are entitled to receive, any ‎compensation that you may be entitled to, and any recourse that affected passengers may have against us, including to the Canadian Transportation Agency.

In cases of delay, we will provide you with a status update every 30 minutes until a new departure time is set or we make alternate travel arrangements for you. Any new information will be communicated as soon as feasible.
Assistance

If you are notified of the delay or cancellation less than 12 hours before scheduled departure, we will provide you the following:

(a) meals and refreshments in reasonable quantities relative to the length of delay, time of day and location of airport;

(b) hotel or comparable accommodation in cases where an overnight stay will be required (and transportation between the airport and such place of accommodation);

(c) two telephone calls or emails.

We may limit or not provide any or all of the assistance described above if doing so would cause you to be delayed further.

Re-routing

In the event of a cancellation, or if you make a request upon a delay of more than three hours, we will provide you with alternate travel arrangements as follows:

(a) We will provide you a confirmed reservation on our next available flight, or on a flight operated by a carrier with whom we have an arrangement, travelling on a reasonable route to your final destination or first stop-over, that is departing within 9 hours of the departure time indicated in your original itinerary.

(b) If we cannot provide you with a confirmed reservation as described above, we will provide you with a confirmed reservation on a flight operated by another air carrier travelling on a reasonable route to your final destination^^ or first stop-over, that is departing within 48 hours of the departure time indicated in your original itinerary.

(c) If it is not possible for us to provide you with a confirmed reservation on either our own flight or on a flight operated by another air carrier, we will provide you with:

(i) a confirmed reservation on a flight operated by us or any other carrier that is departing from another airport that is within a reasonable distance of the airport you are located at, and travelling on a reasonable route to your destination or first stop-over; and
(ii) transportation to such other airport.

To the extent possible, the alternate flights described above will be provided under comparable transport conditions to your original ticket. If you are downgraded to a lower cabin class (for example, from Business to Economy), we will refund you the difference in cost for the applicable portion of the original ticket. If you are seated in a higher cabin class, you will not be required to make any additional payments. If you are seated in a lower class of service than the original ticket, we will refund the difference in the cost of the applicable portion of the ticket.

Refund (instead of re-routing)

In the event of a cancellation, or if you make a request as a result of a delay of more than three hours if the alternate travel arrangements provided by us do not meet your travel needs then:

(a) if you are no longer at your first point of departure on your original ticket and the travel no longer serves any purpose in relation to your original travel plan, we will arrange at our cost a return flight to the first point of departure on your ticket and you may request a refund for the price of your ticket and any additional services you may have purchased; 

(b) in any other case, you may request a refund of the unused portion of your ticket and any additional services you may have purchased but not used.

Refunds will be issued to the person who paid for the ticket and by the same method by which the ticket was originally purchased. Qantas will provide the refund, or an explanation as to why compensation is not payable, within 30 days of the delay or cancelation.
Compensation

If you are informed 14 days or less before the original departure time that your arrival at your final destination will be delayed, you may be eligible to claim compensation under the Regulation in the following amounts:

  • Three hours or more,  but less than six hours = C$400
  • Six hours or more, but less than nine hours = C$700
  • Nine hours or more = C$1,000

If as a result of the delay you elect not to travel and request a refund, Qantas will provide compensation of C$400.

Compensation will be paid by cash, cheque bank draft or electronic bank transfer.

To claim compensation, apply at qantas.com/yourexperiencewithqantas before the first anniversary of the day on which the flight delay or flight cancellation occurred.

Qantas will provide the compensation, or an explanation as to why compensation is not payable, within 30 days after the day on which it receives the request.
Delay or cancellation within our control

Delay or cancellation within our control but required for safety purposes

If the delay or cancellation is for reasons within our control but required for safety purposes, our obligations to you are as follows:

Information

We will provide you with information regarding the reasons for delay or cancellation of your flight, the assistance that you are entitled to receive, any ‎compensation that you may be entitled to, and any recourse that affected passengers may have against us, including to the Canadian Transportation Agency.

In cases of delay, we will provide you with a status update every 30 minutes until a new departure time is set or we make alternate travel arrangements for you. Any new information will be communicated as soon as feasible.
Assistance

If you are notified of the delay or cancellation less than 12 hours before scheduled departure, we will provide you the following:

(a) meals and refreshments in reasonable quantities relative to the length of delay, time of day and location of airport;

(b) hotel or comparable accommodation if you are away from home in cases where an overnight stay will be required (and transportation between the airport and such place of accommodation);

(c) two telephone calls or emails.

We may limit or not provide any or all of the assistance described above if doing so would cause you to be delayed further.

Re-routing

In the event of a cancellation, or if you make a request as a result a delay of more than three hours, we will provide you with alternate travel arrangements as follows:

(a) We will provide you a confirmed reservation on our next available flight, or on a flight operated by a carrier with whom we have an arrangement, travelling on a reasonable route to your final destination or first stop-over, that is departing within 9 hours of the departure time indicated in your original itinerary.

(b) If we cannot provide you with a confirmed reservation as described above, we will provide you with a confirmed reservation on a flight operated by another air carrier travelling on a reasonable route to your final destination or first stop-over, that is departing within 48 hours of the departure time indicated in your original itinerary.

(c) If it is not possible for us to provide you with a confirmed reservation on either our own flight or on a flight operated by another air carrier, we will provide you with:

(i) a confirmed reservation on a flight operated by us or any other carrier that is departing from another airport that is within a reasonable distance of the airport you are located at, and travelling on a reasonable route to your final destination or first stop-over; and
(ii) transportation to such other airport.

To the extent possible, the alternate flights described above will be provided under comparable transport conditions to your original ticket. If you are downgraded to a lower cabin class (for example, from Business to Economy), we will refund you the difference in cost for the applicable portion of the original ticket. If you are seated in a higher cabin class, you will not be required to make any additional payments. If you are seated in a lower class of service than the original ticket, we will refund the difference in the cost of the applicable portion of the ticket.

Refund (instead of re-routing)

In the event of a cancellation, or if you make a request as a result of a delay of more than three hours if the alternate travel arrangements provided by us do not meet your travel needs then:

(a) if you are no longer at your first point of departure on your original ticket and the travel no longer serves any purpose in relation to your original travel plan, we will arrange at our cost a return flight to the first point of departure on your ticket and you may request a refund for the price of your ticket and any additional services you may have purchased; 

(b) in any other case, you may request a refund of the unused portion of your ticket and any additional services you may have purchased but not used.

Refunds will be issued to the person who paid for the ticket and by the same method by which the ticket was originally purchased. Qantas will provide the refund, or an explanation as to why compensation is not payable, within 30 days of the delay or cancellation.

No Compensation under Regulations

You are not entitled to receive compensation under the Regulations for delays or cancellations caused by reasons within our control but required for safety purposes.
Delay or cancellation within our control but required for safety purposes

Delay or cancellation outside our control

If a delay or cancellation is caused by situations outside our control, our obligations to you are as follows:

Information

We will provide you with information regarding the reasons for delay or cancellation of your flight, the assistance that you are entitled to receive, any ‎compensation that you may be entitled to, and any recourse that affected passengers may have against us, including to the Canadian Transportation Agency.

In cases of delay, we will provide you with a status update every 30 minutes until a new departure time is set or we make alternate travel arrangements for you. Any new information will be communicated as soon as feasible.

Re-routing

In the event of a cancellation, or if you make a request as a result a delay of more than three hours, we will provide you the following:

(a) a confirmed reservation on our next available flight, or on a flight operated by a carrier with whom we have an arrangement, travelling on a reasonable route to your final destination or first stop-over, that is departing within 48 hours of the departure time indicated on your original itinerary,

(b) If we cannot provide you with a confirmed reservation as described above, we will, at your choice, provide you with a refund as described below, or with a confirmed reservation on a flight operated by another air carrier travelling on a reasonable route to your final destination  or first stop-over, that is departing from the airport you are located at, or another airport that is within a reasonable distance of the airport you are located at. If the new departure is from another airport, we will provide you with transportation to such airport.

To the extent possible, the alternate flights described above will be provided under comparable transport conditions to those applicable to your original ticket. If you are seated in a higher cabin class, you will not be required to make any additional payments. If you are seated in a lower class of service than the original ticket, we will refund the difference in the cost of the applicable portion of the ticket.

If you select an alternative flight arrangement, as described in part (b), above, you may change your decision and choose a refund at any time before being provided with a confirmed reservation on an alternate flight.
Refund (instead of re-routing)

If we cannot provide you with a confirmed reservation as described in part (a), above, and if the alternate travel arrangements as described in part (b) above do not meet your travel needs then:

(a) if you are no longer at your first point of departure on your original ticket and the travel no longer serves any purpose in relation to your original travel plan, we will arrange at our cost a return flight to the first point of departure on your ticket and you may request a refund for the price of your ticket and any additional services you may have purchased; and

(b) in any other case, you may request a refund of the unused portion of your ticket and any additional services you may have purchased but not used.

Refunds will be issued to the person who paid for the ticket and by the same method by which the ticket was originally purchased. Qantas will provide the refund, or an explanation as to why compensation is not payable, within 30 days of the delay or cancellation.

No Compensation under Regulations

You are not entitled to receive compensation under the Regulation for delays or cancellations caused by situations outside our control.
Delay or cancellation outside our control
Claiming a refund

If you wish to claim a refund, you should contact Qantas Customer Care If you are entitled to a refund, the refund will be equal to the fare paid if no part of the ticket is used and any additional services you may have purchased but not used. If part of the ticket is used, the refund will be equal to the difference between the fare paid and the fare that would have been payable if booked for the travel taken.

Tarmac delays

If a flight operated by Qantas to or from Canada is delayed on the tarmac after passengers have boarded the aircraft, or after the flight has landed at its destination, Qantas will provide passengers with the following:

  • access to operable toilets (unless it is unsafe to do so);
  • proper ventilation and cooling of the aircraft;
  • the ability to communicate with people outside the aircraft, if it is feasible to do so;
  • food and water if the delay extends to two hours or more;
  • urgent medical assistance if required.

If a flight operated by Qantas is delayed on a tarmac at an airport in Canada, Qantas will also give passengers:

  • if the delay is on departure after the doors have closed - the ability to get off the aircraft three hours after the aircraft doors have closed for take-off; or
  • if the delay is on arrival - the ability to get off the aircraft three hours after the flight landed in Canada (or earlier if feasible),

unless this is not possible for reasons related to safety and security or air traffic or customs control.

Qantas will also provide customers with notifications regarding the status of the delay, and the reasons for the delay every 30 minutes (if known).

Canada denied boarding (offload)

At Qantas we always aim to get our aircraft away on time and carry our customers as booked. However, there are occasions where this may not be possible.

This policy is designed to comply with and supplement the applicable Canadian Air Passenger Protection Regulations (SOR/2019-150) (Regulations) and its sole purpose is to provide a summary of your rights under the Regulation. In the event of any conflict ‎between the provisions of this policy and the Regulations, the Regulations shall prevail. For more ‎information, contact us or visit the Canadian Transportation Agency website.

Denied boarding occurs when a passenger has a valid ticket for a flight, but is not allowed to occupy a seat on board the aircraft because the number of passengers who have checked in, hold a confirmed reservation and valid travel documentation and are present at the boarding gate at the required time is greater than the number of available seats that can be occupied for any reason.

This policy does not apply to other reasons for refusal to transport, including for health, safety or security reasons, for failing to follow carrier rules or instructions, because a passenger does not have appropriate travel documents, or because the passenger has failed to respect check-in and departure gate cut-off time limits.

In the event you are denied boarding, Qantas will provide you with information, assistance and alternative travel arrangements as set out below. Depending on the circumstances, you may also be entitled to other assistance ‎‎(e.g. meals and accommodation), a refund or compensation‎.

In case you are denied boarding, Qantas will provide you with information, assistance and, if applicable, compensation described in the tables below if:

  • the flight is operated by Qantas; and
  • the flight is to or from Canada; and
  • you have a fully paid and confirmed reservation for a fare which is available directly or indirectly to the public (passengers travelling on staff or industry fares are not covered); and
  • you have a valid ticket for the flight, hold valid travel documentation, and have presented yourself for check-in as indicated to you in advance in writing or electronically, or if no time has been indicated to you, not later than 45 minutes before the scheduled departure time. 

Voluntary denied boarding

Except where a denial of boarding arises due to situations outside our control, before we deny anyone boarding for a flight, we will call for volunteers from confirmed passengers to surrender their reservations. We may offer volunteers certain benefits in exchange for surrendering their seats, upon such terms and conditions as may be agreed upon. We will provide volunteers with a letter confirming the benefits agreed to prior to departure of the flight. We will also refund any unused ancillary fees paid for optional services that are not used by the volunteers as a result of surrendering their seats.

Involuntary denied boarding

If an insufficient number of volunteers come forward and we deny you boarding, we will provide you with the information, assistance, and if applicable, compensation together with the prescribed notice stated in the Regulations. The scope of the assistance, and if applicable, the compensation and the notice will vary, depending on whether the denied boarding is (i) due to a situation outside our control; (ii) a situation within our control but required for safety purposes; or (iii) a situation within our control and not required for safety reasons.

We will not deny boarding to any passenger who is already on board the aircraft, unless such denial of boarding is required for reasons of safety. 

Denied Boarding due to situations within our control

If you are denied boarding for reasons within our control and not required for safety purposes, our obligations to you are as follows:

Information We will provide you with information regarding the reasons for denial of boarding, the assistance that you are entitled to receive, any ‎compensation that you may be entitled to, and any recourse that affected passengers may have against us, including to the Canadian Transportation Agency.
Assistance

Before you board the flight reserved for you as part of an alternate travel arrangement, we will offer you free of charge:

(a) meals and refreshments in reasonable quantities relative to the length of wait, the time of day and location of airport;

(b) hotel or comparable accommodation in cases where an overnight stay is required (including transportation between the airport and such place of accommodation); and

(c) two telephone calls or emails.

We may limit or not provide any or all of the assistance described above if doing ‎so would cause you to be delayed further.‎

Re-routing

(a) We will provide you a confirmed reservation on our next available flight, or on a flight operated by a carrier with whom we have an arrangement, travelling on a reasonable route to your final destination or first stop-over, that is departing within 9 hours of the departure time indicated in your original itinerary.

(b) If we cannot provide you with a confirmed reservation as described above, we will provide you with a confirmed reservation on a flight operated by another air carrier travelling on a reasonable route to your final destination: ^^ or first stop-over, that is departing within 48 hours of the departure time indicated in your original itinerary.

(c) If it is not possible for us to provide you with a confirmed reservation on either our own flight or on a flight operated by another air carrier, we will provide you with:

(i) a confirmed reservation on a flight operated by us or any other carrier that is departing from another airport that is within a reasonable distance of the airport you are located at, and travelling on a reasonable route to your destination or first stop-over; and
(ii) transportation to such other airport.

(d) To the extent possible, the alternate flights described above will be provided under comparable transport conditions to your original ticket. If you are downgraded to a lower cabin class (for example, from Business to Economy), we will refund to you the difference in cost for the applicable portion of the original ticket. If you are seated in a higher cabin, you will not be required to make any additional payments. If you are seated in a lower class of service than the original ticket, we will refund the difference in the cost of the applicable portion of the ticket.

Refund (instead of re-routing)

If the alternate travel arrangements provided by us do not meet your travel needs then:

(a) if you are no longer at your first point of departure on your original ticket and the travel no longer serves any purpose in relation to your original travel plan, we will arrange at our cost a return flight to the first point of departure on your ticket and you may request a refund for the price of your ticket and any additional services you may have purchased; and

(b) in any other case, you may request a refund of the unused portion of your ticket and any additional services you may have purchased but not used.

Refunds will be issued to the person who paid for the ticket and by the same method by which the ticket was originally purchased. Qantas will provide the refund, or an explanation as to why compensation is not payable, within 30 days of your denied boarding.

Compensation

We will provide you with the following compensation:

If the passenger's arrival at the destination indicated on his/her original ticket is delayed by;

  • Less than 6 hours = C$900
  • 6 hours or more but less than 9 hours = C$1,800
  • 9 hours or more = C$2,400

We will also refund all unused ancillary fees paid for optional services. Refunds will be made to your original form of payment.

Compensation will be paid by cash, cheque bank draft or electronic bank transfer on the day and the place of denied boarding. If we arrange alternative transportation which departs before payment can be made, we will make payment within 48 hours of the denial of boarding.

No compensation is payable if, as a result of denial of boarding, you elect not to travel and request a refund.
Denied Boarding due to situations within our control

Denied Boarding within our control but required for safety purposes

If the denied boarding is within our control but required for safety purposes, our obligations to you are as follows:

Information

We will provide you with information regarding the reasons for your denied boarding, the assistance that you are entitled to receive, any ‎compensation that you may be entitled to, and any recourse that affected passengers may have against us, including to the Canadian Transportation Agency.
Assistance

Before you board the flight reserved for you as part of an alternate travel arrangement, we will offer you, free of charge:

(a) meals and refreshments in reasonable quantities relative to the length of wait, the time of day and location of airport;

(b) hotel or comparable accommodation if you are away from home in cases where an overnight stay is required (including transportation between the airport and such place of accommodation); and

(c) two telephone calls or emails.

We may limit or not provide any or all of the assistance described above if doing ‎so would cause you to be delayed further.‎

Re-routing

(a) We will provide you with a confirmed reservation on our next available flight, or on a flight operated by a carrier with whom we have an arrangement, travelling on a reasonable route to your final destination or first stop-over, that is departing within 9 hours of the departure time indicated in your original itinerary.

(b) If we cannot provide you with a confirmed reservation as described above, we will provide you with a confirmed reservation on a flight operated by another air carrier travelling on a reasonable route to your final destination or first stop-over, that is departing within 48 hours of the departure time indicated in your original itinerary.

(c) If it is not possible for us to provide you with a confirmed reservation on either our own flight or on a flight operated by another air carrier, we will provide you with:

(i) a confirmed reservation on a flight operated by us or any other carrier that is departing from another airport that is within a reasonable distance of the airport you are located at, and travelling on a reasonable route to your destination or first stop-over; and
(ii) transportation to such other airport.

(d) To the extent possible, the alternate flights described above will be provided under comparable transport conditions to your original ticket. If you are downgraded to a lower cabin class (for example, from Business to Economy), we will refund you the difference in cost for the applicable portion of the original ticket. If you are seated in a higher cabin, you will not be required to make any additional payments. If you are seated in a lower class of service than the original ticket, we will refund the difference in the cost of the applicable portion of the ticket. 

Refund (instead of re-routing)

If the alternate travel arrangements provided by us do not meet your travel needs then:

(a) if you are no longer at your first point of departure on your original ticket and the travel no longer serves any purpose in relation to your original travel plan, we will arrange at our cost a return flight to the first point of departure on your ticket and you may request a refund for the price of your ticket and any additional services you may have purchased; and

(b) in any other case, you may request a refund of the unused portion of your ticket and any additional services you may have purchased but not used.

Refunds will be issued to the person who paid for the ticket and by the same method by which the ticket was originally purchased. Qantas will provide the refund, or an explanation as to why compensation is not payable, within 30 days of your denied boarding.

No Compensation under Regulations

You are not entitled to receive compensation under the Regulations for denied boarding caused by situations within our control but required for safety purposes.
Denied Boarding within our control but required for safety purposes

Denied Boarding outside our control

If you are denied boarding due to situations beyond our control, our obligations to you are as follows:

Information We will provide you with information regarding the reasons for denied boarding, the assistance that you are entitled to receive, any ‎compensation that you may be entitled to, and any recourse that affected passengers may have against us, including to the Canadian Transportation Agency.

Re-routing

(a) We will provide you with a confirmed reservation on our next available flight, or on a flight operated by a carrier with whom we have an arrangement, travelling on a reasonable route to your final destination^^ or first stop-over, that is departing within 48 hours of the departure time indicated on your original itinerary.

(b) If we cannot provide you with a confirmed reservation as described above, we will, at your choice, provide you a refund as described below, or with a confirmed reservation on a flight operated by another air carrier travelling on a reasonable route to your final destination^^  or first stop-over, that is departing from the airport you are located at, or another airport that is within a reasonable distance of the airport you are located at. If the new departure is from another airport, we will provide you with transportation to such airport.

To the extent possible, the alternate flights described above will be provided under comparable transport conditions to your original ticket. If you are seated in a higher cabin class, you will not be required to make any additional payments. If you are seated in a lower class of service than the original ticket, we will refund the difference in the cost of the applicable portion of the ticket.

If you select an alternative flight arrangement, as described in part (b), above, you may change your decision and choose a refund at any time before being provided with a confirmed reservation on an alternate flight.
Refund (instead of re-routing)

If we cannot provide you with a confirmed reservation as described in part (a), above, and if the alternate travel arrangements as described in part (b) above do not meet your travel needs then you may request a refund of the unused portion of your ticket and any additional services you may have purchased but not used.

Refunds will be issued to the person who paid for the ticket and by the same method by which the ticket was originally purchased.  Qantas will provide the refund, or an explanation as to why compensation is not payable, within 30 days of your denied boarding.

No Compensation under Regulations

You are not entitled to receive compensation under the Regulations for denied boarding caused by situations outside of our control.
Denied boarding outside our control

Delayed, lost or damaged baggage

Delayed baggage

If your checked baggage is not available on arrival, head to the local airport baggage services counter as soon as possible to lodge a Property Irregularity Report (PIR) directly with the airline that operated your flight.

If your bags were checked through for multiple flights and your final airline operator wasn’t Qantas, you’ll need to lodge your report with the airline that operated your final flight.

Damaged checked baggage

If your checked baggage is damaged, proceed to the airport baggage services counter to lodge a damaged baggage report prior to leaving the airport.

If the airline that operated your final flight is not Qantas, you’ll need to lodge a report directly with that airline.

Qantas is not liable for damage that occurs due to an inherent defect, quality or vice of the baggage or due to wear and tear, such as:

  • cuts, scratches and dents
  • external items missing from bag, i.e. locks, straps or name tags
  • damage as a result of over-packing
  • items unsuitably packed for transportation (this includes sporting equipment and musical instruments)
  • fragile, valuable or perishable items except to the extent required by law.

On journeys where you arrive, transit or depart from an airport in the USA, the TSA may inspect your baggage. Qantas is not liable for any damage caused by the TSA inspections. 

Time limits for reporting/claiming delayed, lost or damaged baggage

There are strict time limits for reporting that your baggage has been damaged, delayed or lost. You can report your delayed or damaged checked baggage in person at the airport or online via Qantas Customer Care as soon as possible and no later than the time limits set out below. If you delay making your report, Qantas may not be liable.

For international trips

Baggage condition Time limit
Damage to an item of checked baggage Within 7 days after receipt of the item.
Delay of an item of checked baggage Within 21 days from the date the baggage is made available to you
Loss of an item of checked baggage If your baggage has not been located after 21 days, submit a lost baggage claim (PDF) online via Qantas Customer Care.
Time limits for reporting/claiming delayed, lost or damaged baggage

Baggage liability limits

Qantas’ liability is limited in accordance with the relevant laws and international conventions governing air travel and as set out in our Conditions of Carriage 

If your bag is delayed, lost or damaged on international travel to or from Canada (including domestic travel as part of an international itinerary), Qantas will provide you with the following amounts (as applicable):

  • any fees paid for that baggage (e.g. additional baggage allowance or excess baggage fees); and
  • where the Montreal Convention (1999) applies – the compensation payable under the Montreal Convention (1999) up to a maximum of 1,131 Special Drawing Rights (approximately C$2,056 as at 3 June 2019) cumulative for both Checked Baggage and Cabin Baggage.

Exceptions may apply; see our Conditions of Carriage

Musical instruments

A musical instrument in its hard-shell case that weighs no more than 7kgs and doesn’t exceed the maximum dimensions for musical instruments, can be taken as carry-on baggage and must be placed in the overhead locker. The maximum dimension for a musical instrument is 142cm = 85cm +34cm +23cm.

If its total linear dimensions are 105cm or less, then it will be equivalent to a 105cm bag, using the carry-on baggage calculation. If its total linear dimensions are between 105cm and 142cm then it will be considered as equivalent to a 115cm bag using the carry-on baggage calculation.

We recommend you measure your musical instrument before arriving at the airport. A small musical instrument (for example, most violins) usually fit within the musical instrument allowance. Larger musical instruments (for example, most guitars) don't fit within the musical instrument allowance, and must be checked in. Alternatively, you can purchase an extra seat and carry it as a ‘bulky item’. Find out more information regarding the carriage of bulky items 

We recommend arriving promptly to board your flight to ensure you can place your musical instrument safely in an overhead locker. 

There are no restrictions with respect to quantity, as long as the musical instrument(s) fit within your baggage allowance.

If the musical instrument(s) exceed your baggage allowance, you may purchase an additional baggage allowance in advance at the time of booking or after flight purchase via manage booking.

If there is no space left in the overhead locker, your musical instrument(s) will be checked-in as checked baggage allowance.

If there is a change of aircraft and insufficient space to carry the musical instrument(s) in the cabin, it will be checked in.

More information about Canada baggage allowance and service fees

Seating of children

Qantas strives to seat families together whenever possible. To select your seats after you've booked, visit Manage booking Standard seat selection is free for selected travellers on international flights. Note: while we try to accommodate your seating need or choice, we do not guarantee you any particular seat. Visit seat selection for more information on seating and charges.

Seating of Infants

All infants booked online are booked without a seat and must travel either in the lap of the adult travelling with them or be placed in the bassinet if available when permitted during flight. This also means that there is a limit of one infant per adult booked online. If you wish to book an infant with a seat or book travel that involves more infants than adults, contact us to make your booking. When more than one infant travels with one adult, each additional infant must occupy a seat and be able to sit upright without assistance or travel in an approved child car seat or restraint 

You’ll also need to confirm directly with any other airlines operating flights on your booking their policies in relation to infants occupying a seat and ensure you comply with them.

For international services, infants must have their own ticket. All infants booked with a seat must have their own ticket.

As bassinets are limited, ensure that you request this at the time of booking. Bassinets on Qantas flights are approximately 71cm long, 31cm wide, 26cm deep, and have a weight limitation of 11 kg. If your infant is too large for a bassinet and is travelling on a parent's ticket, then they must be nursed.

If you're making a booking and your infant hasn't been born yet, just make the booking for your own travel and contact your local Qantas office once the baby is born to add their name to the booking.

Seating of children

The following provisions are applicable to the assignment of seats to children under the age of 14 years on flights operated by Qantas to and from airports in Canada in the event passengers have not selected seats at the time of booking.

Qantas will facilitate the seating of children under 14 years of age in close proximity to the child’s parent, guardian or tutor at no additional charge by making reasonable efforts to assign a seat to the child in close proximity to the child’s parent, guardian or tutor before check-in, provided such seat assignment is possible. Note: while Qantas will make reasonable efforts to facilitate the seating of children in accordance with this policy, seat assignments are not guaranteed.

If it is not possible to accommodate the above seating, or Qantas is unable to, assign seats prior to check-in for any reason, it will inform the adult passenger in writing, and such seat assignment will be facilitated at the time of check-in or at the boarding gate, at no additional cost, if possible. If it is not possible to assign seats at the time of check-in, Qantas will request volunteers to change seats at the time of boarding. If it is not possible to assign seats at the time of check-in for any reason and no other passenger has volunteered to change seats at the time of boarding, Qantas will again ask for volunteers before take-off.

Qantas will facilitate the seating of children as follows:

  1. For a child of or under 4 years of age, a seat adjacent to the seat of the child’s parent, guardian or tutor;
  2. For a child between 5 and 11 years of age, a seat in the same row as, and not separated by more than one seat from, the seat of the child’s parent, guardian or tutor; and
  3. For a child of 12 or 13 years of age, a seat in the same row  as the seat of the child’s parent, guardian or tutor, or a seat in a row that is separated from the row of the child’s parent’s, guardian’s or tutor’s seat by not more than one row.

If a child or his/her parent, guardian or tutor is assigned a seat that is in a lower class of service than provided in the ticket in order to facilitate the seating of the child, Qantas will reimburse the price difference between the classes of service. If however, seats are available in the class of service as provided in the passenger’s ticket but the passenger chooses a seat that is in a higher class of service, then the passenger will be required to pay the difference in price between the classes of service.

Questions and complaints

If you have any questions or complaints regarding your rights under the Canadian Air Passenger Protection Regulations, we request that you contact Qantas directly in the first instance.

You can contact Qantas by:

  • submitting feedback online via Qantas Customer Care; or
  • calling Qantas Customer Care on 1300 659 161 or +612 8222 2532 if calling from outside Australia.

You can also contact the Canadian Transportation Agency. For more information, visit the Canadian Transportation Authority website 

Important information

Disclaimer: * To view the documents you will need Adobe Acrobat Reader. You can download this software for free from Adobe 

Disclaimer: ^ “Delays or cancellations within our control” means any delay or cancellation not covered in the categories of ”Delays or Cancellations within our Control but required for safety purposes” and ”Delays or Cancellations outside our control”. 

Disclaimer: + Final destination means the destination of your flight (that was delayed or cancelled), or in the case of directly connecting flights, the destination of the last flight on your ticket. Where we can re-route in time for your connecting flight, no alternative connection will be provided.

Disclaimer: # “Delays or cancellation within our control but required for safety purposes” means any delay or cancellation required by law in order to reduce risk to passenger safety and includes required by safety decisions made within the authority of the pilot of the aircraft or any decision made in accordance with a Safety Management System (as defined in subsection 101.01(1) of the Canadian Aviation Regulations), but does not include scheduled maintenance in compliance with legal requirements.

A delay or cancellation that is directly attributable to an earlier delay or cancellation that is within a carrier’s control but is required for safety purposes, is considered to also be within that carrier’s control but required for safety purposes if the carrier took all reasonable measures to mitigate the impact of the earlier flight delay or cancellation.

Disclaimer: ~ “Delays or cancellation outside our control” means any delay or cancellation due to situations outside the carrier’s control, including but not limited to the following:

  • War, political unrest or political instability;
  • illegal acts or sabotage;
  • meteorological conditions or natural disasters that make the safe operation of the aircraft impossible;
  • instructions from air traffic control;
  • a Notice to Airmen (“NOTAM”), as defined in subsection 101.01(1) of the Regulations, issued by any regulatory authority;
  • a security threat;
  • airport operation issues;
  • a medical emergency;
  • a collision with wildlife;
  • a labour disruption within the carrier or within an essential service provider such as an airport or an air navigation service provider;
  • a manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer of the aircraft concerned, or by a competent authority; and
  • an order or instruction from an official of a state or a law enforcement agency or from a person responsible for airport security.

A delay or  cancellation that is directly attributable to an earlier delay or cancellation that is due to situations outside the carrier’s control, is considered to also be due to situations outside the carrier’s control if the carrier took all reasonable measures to mitigate the impact of the earlier flight delay or cancellation.

Disclaimer: ** ‎“Denied Boarding due to situations within our control” means any denial of boarding not covered in the categories of ”Denied Boarding within our control but required for safety purposes” and ”Denied Boarding outside our control”‎

Disclaimer: ^^ Final destination means the destination of you flight (on which you were denied boarding), or in the case of directly connecting flights, the destination of the last flight on your ticket. Where we can re-route in time for your connecting flight, no alternative connection will be provided.

Disclaimer: ++ “Denied Boarding within our control but required for safety purposes” means any denial of boarding required by law in order to reduce risk to passenger safety and includes required by safety decisions made within the authority of the pilot of the aircraft or any decision made in accordance with a Safety Management System (as defined in subsection 101.01(1) of the Canadian Aviation Regulations) but does not include scheduled maintenance in compliance with legal requirements.

A denial of boarding that is directly attributable to an earlier delay or cancellation that is within a  carrier’s control but is required for safety purposes, is considered to also be within that carrier’s control but required for safety purposes if the carrier took all reasonable measures to mitigate the impact of the earlier flight delay or cancellation.

Disclaimer: ## "Denied Boarding outside our control” means a denial of boarding due to situations outside the carrier’s control, including but not limited to the following:

  • War, political unrest or political instability;
  • illegal acts or sabotage;
  • meteorological conditions or natural disasters that make the safe operation of the aircraft impossible;
  • instructions from air traffic control;
  • a Notice to Airmen (“NOTAM”), as defined in subsection 101.01(1) of the Regulations, issued by any regulatory authority;
  • a security threat;
  • airport operation issues;
  • a medical emergency;
  • a collision with wildlife;
  • a labour disruption within the carrier or within an essential service provider such as an airport or an air navigation service provider;
  • a manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer of the aircraft concerned, or by a competent authority; and
  • an order or instruction from an official of a state or a law enforcement agency or from a person responsible for airport security.

A denial of boarding that is directly attributable to an earlier delay or cancellation that is due to situations outside a carrier’s control, is considered to also be due to situations outside that carrier’s control if the carrier took all reasonable measures to mitigate the impact of the earlier flight delay or cancellation.

Disclaimer: Ω DLA NTD: Pursuant to Section 5(1)(a) of the APPR, the terms and conditions of carriage applicable to the assignment of seats to children under 14 years of age must be made available in simple, clear and concise language.