Qantas Airways, Australia’s largest airline, has a cancellation policy that varies by fare type, booking method, and applicable regulations, including U.S. DOT rules for U.S.-related flights, EU Regulation (EC) 261/2004 for EU/UK departures, and Australian Consumer Law.
24-Hour Cancellation Policy:
- You can cancel any flight booked directly through Qantas’ website (www.qantas.com), mobile app, or contact center within 24 hours of booking for a full refund, provided the flight departs at least 7 days later (168 hours or more). This applies to all fare types, including non-refunded fares, and aligns with U.S. DOT regulations for U.S.-related bookings. No cancellation fees apply.
- Qantas Frequent Flyer members can cancel for free within 24 hours, even for non-refunded fares, if booked directly with Qantas. Add your Frequent Flyer number to the booking before canceling to qualify.
- Refunds are issued to the original payment method. For bookings paid with Qantas Points, points and taxes are refunded, with a 6,000-point cancellation fee per passenger for Classic Flight Rewards if canceled up to 24 hours before departure.
General Cancellation Rules:
- Refundable Fares (e.g., Business, Economy Flex, First Class): Fully refundable with no cancellation fees if canceled before departure. The full fare, including taxes, is refunded to the original payment method.
- Non-Refunded Fares (e.g., Red-e-Deal, Economy Sale): After the 24-hour window, cancellations incur fees ranging from AUD 150–800 (approx. USD 100–530) for domestic flights and USD 100–400 for international flights, depending on the route, fare type, and timing. Only taxes/fees are refunded after deductions. In some cases, a Flight Credit may be issued, valid for 12 months from the booking date.
- Premium Economy: Refundable with fees (e.g., USD 100–200 after the 24-hour period), depending on fare conditions.
- Points Plus Pay Bookings: Refund conditions depend on the fare type redeemed with points. A cancellation fee applies, and points/taxes are refunded to the original accounts.
- No-Show: If you fail to cancel before departure, the ticket value is forfeited, and only taxes/fees may be refunded for non-refunded fares.
- Cancellation Deadline: Cancellations must be made at least 24 hours before departure for Classic Flight Rewards; other fares can be canceled up to departure, but fees apply.
- Add-Ons: Fees for seat selection, extra baggage, or carbon offsets are non-refunded, even for refundable fares, unless covered by specific terms.
Special Circumstances:
- Medical Emergencies or Bereavement: Refunds or fee waivers may be granted with documentation (e.g., medical/death certificate) if the cancellation is due to events outside your control. Contact Qantas directly.
- COVID-19 or Geopolitical Disruptions: For cancellations due to restrictions, Qantas offers refunds or Flight Credits. Refunds are preferred over credits due to their 12-month validity.
- Third-Party Bookings: Cancellations must be processed through the agent (e.g., Webjet, Expedia). The 24-hour policy may not apply, and agent fees may be charged.
- Cancellation Protection (via agents like Alternative Airlines): For a fee, this allows full refunds (minus a small admin fee) for emergencies (e.g., illness, car breakdown). “Cancel For Any Reason” offers a 70% refund if added at booking.
Refund Processing:
- Refunds take 7–14 business days for credit card payments, up to 8 weeks for other methods or third-party bookings. Delays have been reported, with some passengers waiting months.
- Flight Credits are valid for 12 months from the booking date, transferable, and can cover fares, taxes, and fees.
- For Qantas Points bookings, points are refunded within 14 days to the Frequent Flyer account, minus the 6,000-point fee for Classic Flight Rewards.
Customer Feedback:
- Passengers report easy cancellations within the 24-hour window but frustration with high fees (e.g., AUD 150–800) for non-refunded fares and slow refunds (up to 8 weeks).
- The 2022 “ghost flights” scandal (selling tickets for canceled flights) damaged Qantas’ reputation, with complaints about poor communication and refund delays.
- Customer service is criticized for long wait times and inconsistent refund handling, especially for third-party bookings.
