Commercial policy for Customers impacted by the cancellation of Jetstar Asia (3k) services
Options for customers holding a Qantas (081) issued ticket:
Customer options:
- Rebook to another Jetstar Asia (3K or 3K/QF*) operated service departing prior to 31 July 2025.
- Rebook to the lowest available booking class in the required cabin.
- Reissue with authority 783148 in endorsement box.
- Change fee does not apply.
- Additional fare/taxes do not apply.
- All details of the original ticket including fare basis and fare calculation to be shown on the new ticket.
- If Qantas (QF) or Jetstar (JQ) operates to both the customer's origin and destination port, rebook
- customer to a Qantas or Jetstar operated flights.
- Rebook to the lowest available booking class in the required cabin.
- Rebook to the same day as the original booking. If unavailable, rebook +/-3 day of the original travel date; or next available flight.
- Reissue with authority 783148 in endorsement box.
- Change fee does not apply.
- Additional fare/taxes do not apply.
- All details of the original ticket including fare basis and fare calculation to be shown on the new ticket.
- Reroute in accordance with ticketed fare rules and route map using an alternative carrier.
- Rebook in the lowest available booking class in the required cabin as permitted by fare rules.
- All rerouting must be on a permitted route map.
- Rebook to the same day as the original booking. If unavailable, rebook +/-3 day of the original travel date; or next available flight.
- Passengers booked on KNO-SIN vv. flights, are permitted to rebook via CGK using GA between CGK-KNO vv.
- Reissue with authority 783148 in endorsement box.
- Change fee does not apply.
- Additional fare/taxes do not apply.
- All details of the original ticket including fare basis and fare calculation to be shown on the new ticket.
Qantas NDC Call Out
Where the flight has been affected, the agent should reshop and select an alternative flight using waiver code 783148 and waiver type 'Additional Fare/Tax/Change Fee'. The Qantas NDC commercial waiver workflow will automatically waive the additional fare, taxes and change fee.
If rebooking to an alternative carrier permitted by the route map that is not enabled in Qantas NDC, contact QAC for assistance.
Please contact your Technology Partner if further assistance is required.
- Remove the 3K sectors and retain the remainder of the itinerary.
- Customers who request a reissue of ticket to remove 3K sectors are entitled to a refund of the fare difference.
- Indirect - refund must be applied for once travel has been completed.
- Reissue with authority 783148 in endorsement box.
- Change fee does not apply.
- Additional fare/taxes do not apply.
- All details of the original ticket including fare basis and fare calculation to be shown on the new ticket.
- Retain the value of the ticket in credit.
- New travel dates must be within ticket validity.
- Reissue with authority 783148 in endorsement box.
- Change fee does not apply.
- Additional fare/taxes do apply.
- If the new fare is of a higher value than the existing ticketed fare, the fare difference is payable by the customer. Applicable ticket surcharges, fees and taxes may apply.
Qantas NDC Call Out
Where a ticket has been held in credit due to a commercial policy, you must create a new NDC booking then add the waiver code 783148 and waiver type 'Change Fee'. The commercial waiver workflow will automatically waive the change fee
- If the above alternative options are not suitable, customers are entitled to a refund.
- Customers who have commenced their journey are entitled to a refund of the impacted sector/s.
- Refund Applications can be submitted via GDS or BSPlink or ARC with reference to the Authority number 783148 to waive any refund fees.
- Refund fee does not apply.
- To request a refund, return the ticket to the original point of purchase.
Qantas NDC Call Out
To apply for a refund, you must cancel the Qantas NDC booking and retain the ticket. Refund applications must be submitted as a manual refund request via BSPlink or ARC with reference to the authority provided in the commercial policy to waive any applicable fees.
Please contact your Technology Partner if further assistance is required.
Commercial Policy Conditions
- Flights no longer required must be cancelled prior to scheduled departure.
- All Qantas flight changes need to be actioned (reissued or revalidated) prior to travel
- Qantas will not be responsible for paying any other costs or expenses such as hotel or other ground operator fees arising due to events beyond our control, unless required by applicable laws.
- All other rules and conditions of the ticket remain unchanged.
- Once a ticket has been reissued using this authority, subsequent changes are subject to fare rules and conditions (unless covered by this or another commercial policy).
For customers with unticketed bookings:
For unticketed bookings, alternate flights/routings can be rebooked subject to availability and tickets issued in accordance with fare conditions.
For customers with a Qantas Points Plus Pay bookings:
Qantas Points Plus Pay Bookings are entitled to the same options and conditions as listed above.
For customers on Frequent Flyer Classic Reward Tickets:
Qantas Classic Flight Reward tickets cannot be retained in credit. They can be changed or refunded. This must be done via Contact Centres.