Flight delays or cancellations
We will do everything in our power to ensure that you get at your destination on time; but, delays and cancellations of flights may occur due to factors such as inclement weather, natural disasters, technical difficulties, operational challenges, and other problems. Your safety will always be our number one concern, and while we will do everything in our power to offer our service in accordance with the predicted departure and arrival time of your trip, flight times cannot be guaranteed. Your safety will always come first.
When you book a flight with us, we strongly suggest that you give careful consideration to your travel requirements and that you build extra time into your travel plans in case there are unanticipated changes to your flight. This is especially important advice to follow if the purpose of your trip is to attend a prearranged event or if you have travel arrangements with a third party service provider. Purchasing travel insurance is strongly advised.
In the event that there is a delay or cancellation, we will offer you with help in accordance with the guidelines outlined on our website for Compensation and Refunds. Depending on the specifics of the situation, this may involve issuing a refund in addition to providing some other form of compensation.
In the event that a delay or cancellation results in a violation of the consumer guarantees, you may be eligible for a refund and/or compensation under the Australian Consumer Law (ACL).
The existence of a violation of the consumer guarantees is contingent upon the specifics of the situation, and we take into account a variety of aspects when deciding whether or not our services were delivered in accordance with the consumer guarantees. These aspects include the following: the reason for the delay or cancellation, such as whether it was caused by us* or by someone or something else; the length of any delay; and whether or not we remedied the delay or cancellation, such as by reaccommodating you on another flight w (which will depend on the circumstances and may not be the same each time you travel).
Claiming a refund or other compensation
Please get in touch with our Customer Care team if you'd like to make a claim for a refund or any other kind of compensation.
In the event that you are eligible for a refund, the amount of the return will be equivalent to the whole cost of the ticket if none of it was utilised. If just a portion of the ticket was utilised, the amount of the refund will be proportional to the difference between the price that was paid and the price that would have been due if the trip had been purchased in advance.
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Options for payments for flights throughout the world
The Terms and Conditions of Transport
Fare types
Detailed charge schedule
Conferences
travel in groups
Your entitlements under the Australian Consumer Law, including those pertaining to compensation and refunds Policy
Information Regarding the Passenger's Rights Credits for travel to China
Information Regarding the New Zealand Civil Aviation Act
Important information * Delays or cancellations which are within our control include the following: engineering issues, outages of the Qantas IT system, late cleaning or loading of catering to the aircraft, crew or staffing issues, or any other condition which we can reasonably control.
Delays or cancellations caused by circumstances beyond our control include, but are not limited to: weather events, issues with air traffic control, industrial action by a third party, security issues, or any other unusual or unforeseen circumstances over which we have no control and the effects of which we were unable to exercise any form of mitigation.




