qantas travel support desk

Global Travel Support

At your global service around the clock and around the world.

Providing The Highest Level Of Service

As part of the one world Alliance’s commitment to making global air travel as frictionless as possible, we’re proud to offer  one world Global Support. At select airports across our network, our Global Support Teams are on the ground, diligently tracking flights, to make sure everything goes smoothly the second you touch down.

How does it work exactly? While you’re cruising at 40,000 feet, our team of experts is proactively monitoring connecting flights for any changes or delays. If your connection is in jeopardy, a member of our team will meet you, whenever possible, when you deboard to help you catch your next flight. To the best of their ability, they’ll escort you through dedicated fast track lanes at immigration or security. Take care of your baggage transfer. Hold doors. And try to offer some semblance of calm during a potentially chaotic transition.

In the event that you miss your connection, our team will help you get back on course, providing updated travel information, a new boarding pass, and, where applicable, assistance with overnight accommodations. We know we can’t predict the future, but we pledge to do our absolute best to help you prepare for any unforeseen changes en route to your final destination.

Currently,  one world Global Support is available, whenever possible, at London Heathrow, Madrid-Barajas, New York JFK, Miami, Dallas/Fort Worth, Chicago O’Hare, Los Angeles, Tokyo Narita, and Hong Kong. Subject to operational constraints.

Staff travel information

Qantas has a category for 'commercial pax upgrades' that affects open seat availability by class. Pax can buy upgrades with their reward points. This can cause last-minute changes in the availability per class.

Qantas economy class commercial baggage allowances apply for staff travelers.

Remember that no single item of checked baggage may exceed 32kg (70lb) and all cabin baggage must fit under the seat in front of you or in an overhead locker, including musical instruments.

If you exceed the baggage allowance, you must pay any applicable excess baggage charges.

When travelling on Qantas services rebate travelers must maintain a high standard of dress and grooming. Generally speaking you need to be neat, clean and conservative.

Acceptable: Tidy denim jeans, near knee-length dress shorts, including demin are acceptable.

Not Acceptable: Tracksuits, jeans with cut off and frayed hems, designer holes etc. Singlets, bare midriffs, strapless tops/dresses, overly revealing clothing, rubber thongs/flip flops or bare feet. Any extremes of leisure wear, including sweatshirts or t-shirts with questionable graphics or language.

Flight listings are required by staff travelers for all Qantas and Jetstar flights. Flight listings must be made at least 24 hours prior to travel. Staff travelers without a listing may be refused travel.

Qantas flight listings:

• E-tickets purchased through myIDTravel and issued by Qantas (081 ticket stock) are automatically listed for travel at the time of booking.
• E-tickets purchased through myIDTravel and issued by your own airline (ticket stock is not 081) or e-tickets purchased directly with your airline require a listing to be made.
• Flight listings should be made via www.myidtravel.com/myidlisting/ .
• If you do not have your airline's log-in access to myIDTravel, please contact your staff travel office for the applicable user id and password.

Jetstar flight listings:

• Bookings purchased via myIDTravel and issued by Jetstar are automatically listed for travel at the time of booking.
• If your airline has an IET agreement for travel on Jetstar services operated by a QF code-share flight number and e-ticket has been closed to QF carrier-code, a listing must be made with Jetstar prior to airport check-in.
• Listings can be made by contacting Jetstar on the following numbers between

0800 - 1800 (Australian Eastern Standard Time):

Australia: 1300 042 394 or +61 3 8668 8277

Singapore: 800 852 9510

New Zealand: 0800 284 510

Other countries: +61 3 8668 8277

Check In Times

International: 90 - 120 minutes before scheduled departure time

Domestic: 45 - 60 minutes before scheduled departure time

Checking in at the Airport

Until further notice if you're travelling from Sydney International Terminal there are dedicated staff travel check-in counters located at counter B (north) 10 to 11.

• For international flights (QF001 - 399) from Terminal 1, check-in at Economy Class check-in desks.
• For domestic flights QF400 - 1599 from Terminal 3 check-in at the Check-In Kiosk and follow the instructions.
• For domestic flights QF1600 and above from Terminal 2, go to any Economy Class check-in desk or, if you have no bags to check-in, to the Customer Service desk.

Other Australian airports

Self Check-In Kiosks are the fast and easy way to check-in at the airport for domestic flights.

Where Self Check-In Kiosks are not available go to the Economy class check-in counters.

International Airports

Self Check-In Kiosks to be used where available. (Not available in all ports). Otherwise, Economy Class check-in desks.

Through check-in

Through check-in is not available to staff travelers with standby (space available/subload/ID) tickets. When planning your journey, make sure that you leave yourself enough time to land and check-in again at any intermediate point.

Refund requests for wholly unused e-tickets will be processed automatically. Partially used e-tickets will be processed manually and can take up to 8 weeks from receipt of refund request. E-tickets with an issue date exceeding one year are not eligible for refund.

Special meals

Special meals are not available to any rebate passenger, whether on duty or personal travel. If you have specific dietary needs or preferences which mean that you are unable or unwilling to eat or drink any of the items you are likely to be served on board, you must take your own provisions.

Seat requests

Seat requests are not permitted under any circumstances, whether on travelling on duty or personal travel. If the flight is open, the check-in agent may ask if you want an aisle or a window seat, but this will depend on the commercial load of the flight.

Even if you are assigned a specific seat at check-in, you may be moved, even when onboard the aircraft, if it is needed to accommodate commercial requirements.

Through check-in is not available to staff travelers on standby travel. When planning your journey, make sure that you leave yourself enough time to de-plane and check-in again at any intermediate point.

Children under 16 years cannot travel on any kind of staff travel rebate ticket unless accompanied by an adult travelling on the same type of rebate ticket.

Qantas doesn't generally impose embargoes, but staff travelers are reminded that flights in peak seasons are often full.

general phone number

+61 3 8668 8277

listing phone number

[email protected]

refunds email

Qantas flight loads.

Download the StaffTraveler app to get accurate, reliable seat availability for Qantas flights.

Non-rev tips

Flying on a stand-by ticket can be challenging. We have gathered invaluable insider information and tips to help you to get on board.

Submit your notes

Add your qantas staff travel notes to stafftraveler.

Please note that this form is  not intended to ask staff travel related questions .

Only use this form to add Qantas tips & notes to the StaffTraveler Airline Notes database.

Questions submitted through this form cannot be answered, as StaffTraveler is not associated with Qantas.

Please note that this form is not intended to submit staff travel related questions as these cannot be answered.

Making staff travel easy and stress-free, like it should be!

Qantas Premier Credit Card

Who is the credit provider and issuer of Qantas Premier credit cards?

Why choose a Qantas Premier credit card?

How long does the application process take?

Can I transfer a balance from another credit card?

Who can apply for a Qantas Premier credit card?

Can I add an additional cardholder?

What’s the difference between the Qantas Premier Everyday, the Qantas Premier Platinum and the Qantas Premier Titanium card?

Can I have a Qantas Premier Platinum, Qantas Premier Titanium and Qantas Premier Everyday card?

How do I apply for a Qantas Premier credit card?

How do I remove an additional cardholder from my account?

How do I reduce the size of an image I need to upload?

Change my product

Can I still spend on my current credit card whilst my new one arrives?

Am I eligible for any sign up bonus Qantas Points when changing Qantas Premier credit cards?

What happens to any additional cardholders that are currently on my credit card?

How long will it take for a change of Qantas Premier credit card to be processed?

What will happen to any periodic payments I have set up on my card?

What will happen to the annual fees when my product change is approved?

What happens to the benefits on my card?

How can I change my Qantas Premier credit card account?

What happens to the statements from my old credit card?

Features and rewards

What travel insurance cover is included with my card?

What is ‘Get away interest free for 6 months’?

When will I receive my Lounge Invitations?

How many Qantas Premier Titanium flights discounts do I get a year?

Where can I use my Qantas Premier credit card?

Do bonus Status Credits expire?

How can I book a flight to earn bonus Status Credits?

How do I link my Lounge Invitations to a flight?

How many Qantas Points will I earn on purchases?

When will I receive my bonus Qantas Points?

What services are provided by the Qantas Premier Concierge?

How can I view the bonus Status Credits I’ve earned on my account?

Is there an interest-free period on my account?

What extended level of coverage does my Qantas Premier Titanium credit card provide?

If I cancel my booking, am I eligible for another Qantas Premier Titanium flight discount this year?

How do I make a travel insurance claim?

How can I use my Qantas Premier Titanium metal card for contactless payments?

What flights are eligible to earn bonus Status Credits?

Can I earn bonus Status Credits on Classic Reward bookings?

Which transactions will earn Qantas Points?

Can I use Points Plus Pay to book my flights and earn bonus Status Credits?

Do bonus Status Credits count towards Lifetime Membership tiers?

How long are my Lounge Invitations active for?

How do I claim any missing bonus Status Credits?

Can bonus Status Credit help me acquire or maintain Platinum One membership status?

How can I change my booking made using my Qantas Premier Titanium flight discount?

How do I order from Qantas Wine?

How do I sign up for my complimentary Qantas Wine Premium Membership from my Qantas Premier Titanium credit card?

How do I book discounted companion fares?

Can I book a multi-city flight using my Qantas Premier Titanium flight discount?

Where can I redeem my Lounge Invitations?

Can I share my Lounge Invitations with a person I’m travelling with?

How do I book a flight with my Qantas Premier Titanium flight discount?

My flight was cancelled, and I was moved to another flight, how do I claim my missing bonus Status Credits?

Complimentary Travel Insurance

Personal Baggage, Valuables, Money and Travel Documents

Trip Cancellation and Amendment

Pre-existing Medical Conditions

Other Questions

Eligibility for Cover under the policy

Overseas Medical Expenses

Rates and fees

What interest rates apply?

What fees apply and when are they charged?

Balance Transfers

How can I get the most out of my Balance Transfer?

If I have Balance Transfers at different rates, which one does my credit card payments get applied to first?

What is a Balance Transfer?

What are the benefits of closing my other credit cards after a Balance Transfer?

How does a Balance Transfer work?

How does a Balance Transfer affect the interest charged on my account?

Managing your account

How do I report suspicious transactions?

How do I activate my card?

How can I pay bills with my card?

How do I decrease my credit limit?

How do I increase my credit limit?

How can I unsubscribe from marketing emails?

What should I do if my card is lost or stolen?

Why do I need to enter a password to access certain features?

How are my monthly repayments calculated?

How can I withdraw cash from my account?

Can I choose my own card PIN?

What format is the transactions file in?

How can I pay my credit card bill?

Where can I find my statements?

How can I manage my Qantas Premier account?

Will my replacement card have the same card number and PIN number?

How do I close my account?

How do I update my address or personal details?

How far back can I download my transactions?

How do I download my transactions?

How do I dispute a charge on my Premier credit card?

How are payments allocated if I have additional cardholders?

Cancelling a recurring payment

What is Apple Pay?

How does the Apple Pay experience compare to using my plastic card?

Which Qantas Premier products can be used with Apple Pay?

What do I need before I can start using Apple Pay?

Which devices are compatible with Apple Pay?

How do I set up my Qantas Premier card on Apple Pay?

How do I set my Qantas Premier card as the default card in Apple Pay?

Can I add the same card to more than one device using Apple Pay?

How do I remove my card from Apple Pay?

The card image I see in Apple Pay does not match my physical card. Is there an issue with my Apple Pay set up?

Can I add more than one card on Apple Pay?

Where can I use Apple Pay?

How do I make an in-store purchase with Apple Pay?

Do I need to have an active internet connection for Apple Pay to work?

Will I need to enter my card PIN?

Why was my request to add my card to Apple Pay declined?

How much of my credit card available limit can I access when using Apple Pay?

How can I reverse a transaction made using Apple Pay?

How do I return a purchase if I used Apple Pay to make the payment?

How can I keep track of purchases I’ve made with Apple Pay?

How do I dispute a purchase made with Apple Pay?

Can I use Apple Pay overseas?

Can I use Apple Pay at ATMs?

Is Apple Pay secure?

What is a Device Account Number?

What should I do if my device is lost or stolen?

Does Apple Pay have access to my credit card account?

If my device is formatted or jailbroken, will my Apple Pay information remain on it?

Will I continue to enjoy the features and benefits of my Qantas Premier credit card, including points earn, when I use it for payment with Apple Pay?

What should I do if I lose my card and I’m issued a replacement card?

What should I do if my card expires and I’m issued a renewed card?

Can I continue to use my physical card if I disable Apple Pay or remove my digital card from Apple Pay?

If I switch devices, do I need to set up my card in Apple Pay all over again?

If my device is formatted or jailbroken, will my Google Pay information remain on it?

What is Google Pay and Google Wallet?

Can I use Google Pay overseas?

Can I add more than one card to Google Wallet?

How do I make a purchase using my Qantas Premier Card in apps and websites?

How much of my credit card available limit can I access when using Google Pay?

How do I return a purchase if I used Google Pay to make the payment?

Can Additional Cardholders add their cards to Google Wallet?

Will I need to enter my card PIN with Google Pay?

How can I keep track of purchases I’ve made with Google Pay?

Can I add the same card to more than one device?

How do I remove my card from Google Wallet?

How do I make a purchase using my Qantas Premier card in-store?

Can I continue to use my physical card if I disable Google Pay or remove my digital card from Google Pay?

If I switch devices, do I need to set up my card in Google Pay again?

How do I reverse or dispute a Google Pay transaction?

Will I continue to enjoy the same features and benefits of my Qantas Premier credit card, including points earn, when I use it for payment with Google Pay?

Do I need to have an active internet connection for Google Pay to work?

Does Google Wallet or Google Pay have access to my credit card account?

What happens if there are fraudulent transactions made using Google Pay?

What should I do if I lose my card, or my card expires and I'm issued a replacement card?

What happens if my device is lost or stolen?

Why was my request to add my card to Google Wallet declined?

Whom can I talk to for further help with Google Pay?

Which Qantas Premier credit cards can be used with Google Pay?

How do I set my Qantas Premier Card as the default card in Google Wallet?

Where can I use Google Pay?

How do I set up Google Pay and add my Qantas Premier card?

Are Google Wallet and Google Pay secure?

Which devices are compatible with Google Pay?

Instalment Plans

Can I change the term of my Instalment Plan?

How will my repayments be applied to my card?

Can I have more than one Instalment Plan?

How do I make the monthly instalment repayment?

Who can create an Instalment Plan on my card?

Does an Instalment Plan earn Qantas Points?

What happens if I return a purchase that was converted into a Statement Instalment Plan?

How do instalment plan(s) appear on my statement?

How can I track my instalment plan?

Can I pay more than my monthly instalment amount?

Why am I not eligible for a Cash Instalment Plan?

Is the instalment plan amount part of my existing credit limit?

When will I be charged my first monthly instalment?

Can I pay off my instalment plan early?

Will I be able to set up a Statement Instalment Plan if I have a direct debit set up?

What is a Statement Instalment Plan?

Will an instalment plan affect my interest-free days on my purchases?

Is there a fee to set up an instalment plan?

What happens if I miss paying the initial interest charge or monthly instalment repayment by the Payment Due Date?

Open Banking

What is Open Banking?

What information can be shared with Accredited Data Recipients (ADRs)?

How does data sharing work?

Can any institution request access to my data?

Where can I find out more about the Consumer Data Right legislation?

Financial difficulty

What if I’m finding it hard to meet my Qantas Premier credit card repayments?

Loss of a loved one

How can I tell which emails are genuine?

What do I do if I receive a suspicious phone call?

How does Qantas Money protect my Qantas Premier account?

How does Qantas Money protect my financial data?

How can I protect myself online?

What are some scams I need to be aware of?

Customer Support and Complaints

Accessibility and Disability Support - Qantas Premier credit card

Managing your cash flow during covid-19, family and domestic violence.

Coronavirus update

How do I lodge a complaint relating to my Qantas Premier Credit Card?

Qantas Pay Card

Changes to Qantas Travel Money

Why is Qantas Travel Money changing to Qantas Pay?

Does my existing Qantas Travel Money card still work?

How do I join and get a Qantas Pay card?

How do I access my Qantas Travel Money account after 21 May?

Will I still earn points with Qantas Pay?

Can I use my Qantas Travel Money card as my Qantas Frequent Flyer membership card?

Can I activate my Qantas Travel Money replacement card after 21 May?

Can I activate my Qantas Travel Money card for the first time

What is changing for the Qantas Frequent Flyer membership card?

How can I access my Qantas Frequent Flyer number?

How can I access and set my Qantas Pay card PIN?

Does Qantas Pay have a digital card?

Can I schedule recurring currency loads from my nominated bank?

General information

Which currencies are available on Qantas Pay?

Who's eligible for Qantas Pay?

Is Qantas Pay a credit card or a debit card?

Does this mean that Qantas is now also a bank?

What are the benefits of Qantas Pay?

Apply and activate

How do I sign up for Qantas Pay

How do I activate my Qantas Pay card?

Will a credit check be conducted when I sign up for Qantas Pay?

Can I sign up for Qantas Pay if I have a foreign passport?

How do I use Qantas Pay?

What if the details on the Qantas Pay identity verification form are incorrect?

What if I don’t have an Australian Passport or an Australian Driver’s Licence?

What do I do if I’m unable to sign up for Qantas Pay online?

I’ve forgotten my Qantas Pay card PIN, how do I retrieve it?

What if my PIN is blocked at an ATM or in-store?

How do I set my Qantas Pay card pin?

Is my Qantas Pay card PIN different to my Qantas Frequent Flyer PIN?

How do I change my PIN?

Rates, fees and limits

What exchange rate applies to Qantas Pay?

What fees apply to Qantas Pay?

What limits apply to Qantas Pay?

Do fees apply if I don’t have the local currency on my card?

What should I do if my card is expired?

What happens if I make a purchase in a foreign currency and I don’t have enough money in that currency on my card?

Can I arrange a back-up or secondary card?

How do I cash out remaining funds on the Qantas Pay card?

How do I transfer between currencies on the Qantas Pay card?

What is a pre-authorisation?

Does the card come with Mastercard Contactless?

Do I get a line of credit or overdraft with Qantas Pay?

When to use

Where can I use Qantas Pay?

Can I use Qantas Pay if the local currency isn’t available?

Can I use my Qantas Pay card at a hotel or on a cruise?

Can Qantas Pay be used for Qantas in-flight duty free purchases?

Can I use Qantas Pay to pay for flights at qantas.com?

Using overseas

Is there anything I need to do before I go overseas?

Do I press Cheque, Savings or Credit when I make a purchase or withdraw cash using Qantas Pay?

Can I view my Qantas Pay balances at overseas ATMs?

What should I do with my card when I return from overseas?

What will happen if the local currency isn’t available to load on Qantas Pay?

Should I pay in Australian dollars instead of the local currency when I’m overseas?

Are there any countries where the Qantas Pay Card won’t work?

I’m overseas and my Qantas Pay card isn’t working

Transactions

Why has a transaction declined when I have enough funds on the card to complete the purchase?

Why would an online transaction be declined if I have enough money to complete the purchase on the card?

How long do load transactions take to appear in my account?

Contact Information

Accessibility and Disability Support - Qantas Pay

What should I do if my card is lost, stolen or damaged?

How do I lodge a complaint relating to my Qantas Pay card?

Qantas Money App

Update my Qantas Money App

How to update my Qantas Money App?

Understanding your PINs and Passwords

Can I use my fingerprint to log in?

The app doesn’t recognise my fingerprint

What if I’ve forgotten my passcode?

How do I log out?

Managing your finances

Why use the Qantas Money app?

Connecting accounts

How do I delete an account?

What does ‘pending’ mean?

I can’t see my transactions

I can’t find my bank in the list

Can I transfer money using the app?

Is it OK to enter my online banking login details?

How do I add a new account with a connected financial institution?

What type of accounts can I connect?

Why is the transaction date different to the date I made the transaction?

When are my balances and transactions updated?

Transaction categories

How are my transactions categorised?

What happens to my categories if I delete an account?

Are my categories applied to past transactions?

Notifications

What are notifications?

What kind of notifications can I set up?

How do I receive notifications?

Is there a cost for receiving notifications?

How do I set up notifications?

Can I delete or change my notifications?

Will I receive notifications if I’m not connected to the internet (e.g. Wi-Fi, 4G, etc)?

Can I view notifications I’ve previously received?

Why do I need to turn on my App Notifications settings?

Why can I see a notification in my notification history that I didn’t receive?

I’ve received a notification, but can’t see it in my history?

Can I set my own Travel Money low balance alert amount?

Why can’t I find notifications in the app?

How can I make sure that I get access to all available notifications?

What happens when new types of notifications become available?

Contact details

How do I update my contact details?

What if I notice a suspicious transaction?

Qantas Points

Missing Qantas Points?

How can I use my Qantas Points?

How do I view my Qantas Points balance?

Card Offers

Card Linking

Can I link an additional card to Card Offers?

Can I use any card that I have added to my Qantas Money App for Card offers?

Can I link another card in addition to my Qantas Premier Card?

Can I link and earn points with a debit Mastercard® or Visa® card?

Why can't I see my Card Offers on the Qantas Money website?

Why am I not receiving any/many offers?

How long will my offers be valid for?

What are the terms and conditions of the offers?

Why am I receiving offers that don't seem well matched to me?

Can I share an offer with my partner/friend etc?

Why did my friend get an offer for a specific store and I did not?

Are offers applicable to both purchases in-store and online?

What retailers are included in the program?

Earning bonus Qantas Points

Why does it take up to 15 days to receive my points?

How can I check if I have successfully earned points on an offer?

Missing Points

How do I follow up on missing points from Card Offers?

What if I forget to use my linked card, can I still earn the points?

How can I opt out of Card Offers?

All Categories ​>​ ​Qantas Premier Credit Card ​ > ​ ​Customer Support and Complaints

​Coronavirus update

This is a difficult time for many of our customers and we want you to know that we’re here to help where we can. In the mean time we're doing a number during this period to help including: providing assistance with your banking, help for those in hardship, some tips on your Travel Insurance, assistance on how to change your Qantas flights and some information on your Complimentary Lounge Invitations.

National Relay Service (NRS) If you are Deaf, or have a hearing or speech disability, you can contact us using the National Relay Service: Step 1 Contact the NRS through your preferred call channel d…

There are a few tips in this article to help you manage your cash flow during this uncertain times.

Domestic and family violence refers to a situation where one person in a relationship or family hurts others or makes them feel unsafe. People facing domestic violence will often need help protecting their finances and gaining financial independence. We are here to help.

Let us know straight away We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something,…

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Qantas makes major change to how passengers board domestic flights

Qantas passengers travelling domestically may notice new systems for boarding from Monday, as the airline begins a rollout of new “Australian-first” procedures aimed at speeding up performance times.

The improved boarding systems will be implemented across four major domestic airports, starting with Brisbane Airport on June 3, followed by Perth on June 10, Melbourne on June 17, and finally Sydney on June 25.

While airlines have largely used systems such as boarding from the back to the front, or seating premium cabins and high-ranking frequent flyers first, Qantas’ new system will assign passengers a group number from one to six on their boarding passes, which will determine when the passenger can board.

The location of a passenger’s seat in the aircraft will affect their number allocation, but cabin and frequent flyer status will still be a factor.

The overhauled group boarding procedures will apply to all domestic routes departing Sydney, Melbourne, Brisbane and Perth, operated by Boeing 737 and Airbus A330 aircraft.

The new procedures, which follow months of trials conducted from mid-2023 , mark the “most comprehensive change” to the airline’s boarding processes in more than a decade, according to Qantas’ domestic chief executive Markus Svensson.

“Group boarding is designed to minimise the time our customers spend waiting to board and allows them to get settled more quickly,” Svensson said.

“We know how important on time departure is to our customers, so this process is also about doing everything possible to ensure we depart on time.”

In the trials, Qantas tested a number of boarding options including boarding passengers in zones starting with premium cabins or high-status loyalty customers, followed by groups in the middle of the plane, then the far back and the front.

It also trialled using the back door of its planes more regularly – a system already utilised by Jetstar and Virgin Australia to accelerate the boarding process.

Professor Rico Merkert, an aviation expert at the University of Sydney, said while this method is new to Australia, boarding passengers by a group number is not.

“It has been widely used in the US for some time but also in other jurisdictions, such as Singapore,” said Merkert. “Qantas trialled the system last year and seems to have found it working, which is no surprise and is all about improving aircraft punctuality and utilisation.”

Will the new system help reduce boarding times? Merkert says yes.

Chiefly, it will address boarding delays caused by a recent surge in Qantas high-priority status frequent flyers – a hangover from COVID-19 status extensions and status matching exercises with Virgin Australia.

“Those passenger can board the plane first, regardless of the cabin they are booked in, which can lead to long queues and inefficient boarding,” said Merkert.

“Given the new system will be properly policed through boarding pass scanners, these passengers still be priorities but a loyal business class passenger will likely be in a different group than a loyal passenger flying economy class.”

The rollout comes on the back of new airline performance data for April 2024, which saw Virgin Australia edge ahead of Qantas as the most punctual domestic carrier, with an 82.6 per cent on-time rate, compared to Qantas’ 79.1 per cent.

Airline on-time arrivals (79.2 per cent) and departures (79.9 per cent) in April were below the long-term average, of 81 per cent and 82.1 per cent respectively.

Merkert said Qantas may also consider following All Nippon Airways by combining the groups with a system that allows window seat passengers to board the aircraft first.

“At least in economy, that holds in my view a lot of additional potential for smoothening the boarding process as it reduces crowding in the aisles,” he said.

In May 2023, Jetstar implemented a raft of changes to address its poor punctuality rates, including earlier cut-off times for check-in, bag drop and boarding.

Jetstar passengers travelling domestically are now required to arrive for check-in and bag drop at least 40 minutes prior to scheduled departure time, and to line up at the boarding gate at least 20 minutes before.

Help and Support

Refunding, changing, or cancelling a flight booking, 20/06/2023 • knowledge, information.

What are my options when refunding, changing or cancelling a booking?

Changing your flight booking:

• Check your fare type and the fare conditions that apply to your booking including any fees that may apply for changing your flights, click here to find out more about the fare conditions.
• To change to your booking online, retrieve your booking via Manage booking or log in to your Frequent Flyer account .
• Once you have retrieved your booking the 'change' button will be available for eligible bookings. 

Cancelling or changing a flight after checking-in:  If you need to cancel your flight once you have checked in online, you can now undo check-in online or in the Qantas App, follow the easy steps on  how to undo check-in  

• The value as a refund, after cancellation fees (if any) have been deducted (check  Fare Type  for fare conditions), or
• A  Flight credit  to use for a new flight booking with us. 

Was this article helpful?

Other useful articles.

• Changing or Cancelling a Hotel booking
• Cancelling or changing a Reward flight booking
• Changing or cancelling my Classic Hotel Reward booking
• Cancelling a Qantas Frequent Flyer membership
• Changing or cancelling Status Hold

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When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not usually directly identify you, but it can give you a more personalized web experience. Because we respect your right to privacy, you can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms.    You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site.    All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages.    If you do not allow these cookies then some or all of these services may not function properly.

These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites.    They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.

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