New: Customer-friendly cancellation reasons now in Qantas digital communications

As part of our ongoing uplift of Qantas' disruption communications, customers will now receive a clear, customer-friendly cancellation reason in their email and SMS updates. Where possible, this information will also feature in airport FIDS displays and PA announcements. This improvement ensures customers receive consistent information across all channels - driven from a single source of truth: the reason selected by our Operations Controllers at the time of cancellation.

These enhancements continue our commitment to delivering a travel experience built on trust and care, ensuring customers feel supported and informed every step of the way.

Why accurate customer contact details matter

To make the most of these upgraded communications, it's essential that customer contact details are complete and correct in the booking.

Without a valid email address or mobile number, customers may miss out on timely updates - including their cancellation reason.

What you can do

• Ensure each booking includes the traveller's direct email and mobile number
• Avoid using generic agency contact details where possible
• Double-check information is accurate before finalising the booking

By maintaining accurate customer information, you're playing a key role in delivering a more personalised, transparent and reassuring experience for our shared customers.