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Qantas NDC Booking & Technical Support

We are dedicated to providing a seamless experience for all agents using NDC. If you encounter any technical issues, we're here to help. If your issue is not listed, please contact your Technology Partner for further support.
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Known Issues

Browse the list of reported issues and follow the troubleshooting steps to resolve your issue.
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Qantas & Technology Partner Future Developments

Select your Technology Partner from the list below to review the platform capabilities that are planned for future developments.
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Require Technical Support

If you need technical support, or want to advise us of a new issue reported to your Technology Partner, submit a brief summary through our Contact Form.
Go To Contact Form

Known Issues

Known issues that take longer to resolve are listed under Qantas & Technology Partner Future Developments & Known Issues.  These items may have been developed by Qantas and the Technology Partner but are not currently functioning as intended.  These Known Issues will be identified in the detail and recommended action.

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Live issues
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* This is a list of the most common and material issues that Qantas believes are currently impacting Technology Partners, based on information collated by the Qantas Support Team. This is not a definitive list of all issues, and not all issues listed may be relevant to you. Any expected resolution dates listed as indicative times only based on current information provided to Qantas by our Technology Partners and providers.

Impacted technology partners

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Impacted Technology Partner
Scenario Description
Expected Resolution Date
Action
Date Published
All
Unable to Reshop due to the ticketed fare calculation not matching the fare value on the ticket
In progress

If travel is imminent or urgent action is required:

15 May 2026
All
Unable to exchange a ticket in credit.
In progress

Unable to exchange a ticket in credit:

  1. Create a new NDC booking with the new flights.
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare, taxes and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
15 May 2026
All
Schedule Change workflow applies additional fare, taxes and change fee in error
In progress

If your customer has been impacted by a schedule change and additional fare, taxes and change fee is applied during the schedule change workflow:

  1. Accept the schedule change or rebook to an alternative flight in accordance with the Qantas Schedule Change Policy.
  2. Contact  Qantas Agency Connect to reissue your customer's ticket and any subsequent changes and reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
14 May 2026
All
Unable to change a ticketed flight to an alternative flight or exchange ticket using Credit on Hold
In progress

If travel is imminent or urgent action is required:

1 May 2026
TPConnects
Unable to change a ticketed flight to an alternative time on the same day and in the same cabin.
In progress

If travel is imminent or urgent action is required:

21 April 2026
** If Qantas Agency Connect reissues your customer’s ticket, any subsequent reissues will need to be managed by Qantas Agency Connect.
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Qantas & Technology Partner Future Developments & Known Issues

Select Qantas or your Technology Partner from the list below to review the platform capabilities that are planned for future developments. We'll provide further details and recommended actions to help you service your customer's booking(s).

If your issue isn't listed, please submit a brief summary via the Contact Form, and our Qantas NDC support team will get in touch with you.

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Tech partners
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tech-partners
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On this page

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Qantas

^These are capabilities planned for future development by Qantas or Known Issues that are taking longer to resolve. The expected resolution dates listed below represent best known information to Qantas and are indicative only. Once development is completed by Qantas, it is expected that Technology Partners will need to implement their own development or enhancement to enable the relevant capability. Please confirm with your Technology Partners that the relevant capability can be utilised by your travel agency when accessing Qantas NDC content and offers.
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Schedule change to an interline flight not available in Qantas NDC

Phased implementation with completion by Dec 2026^

If your customer has been impacted by an unsuitable schedule change, and you would like to reaccommodate your customer (according to the Qantas Schedule Change policy) to an interline flight not available in NDC:

  1. Contact Qantas Agency Connect ☎ with the flights details that you would like your customer rebooked to
  2. Qantas Agency Connect will rebook the flights
  3. Qantas Agency Connect will reissue your customer's ticket, and any subsequent reissues will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Voluntary change to an interline flight that is not enabled in Qantas NDC

Phased implementation with completion by Dec 2026^

If your customer needs to rebook to an interline flight that is not enabled on Qantas NDC:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will rebook the flights
  3. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Commercial Policy - with a change from Qantas to an interline flight not currently enabled in Qantas NDC

Phased implementation with completion by Dec 2026^

If a Commercial Policy has been released, and you would like to rebook your customer to an interline flight permitted by the policy, but the airline is currently not enabled in Qantas NDC:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will rebook the flights in the current booking
  3. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Adding an infant to an existing booking

If you need to add an infant to an existing Qantas NDC booking:

  1. Contact Qantas Agency Connect with the infant's name and date of birth
  2. Qantas Agency Connect will create a passive booking to quote the infant fare
  3. Issue an EMD for fare and taxes
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will issue the ticket for the infant and add it to the current adult booking. Any subsequent changes to this booking will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Make changes to an itinerary if it contains a flown or un-flown flight that has been upgraded using Frequent Flyer points

Impacted Technology Partners: All

If your customer’s booking contains a flight that has been upgraded using Frequent Flyer points and you need to rebook the flights:

  1. Contact Qantas Agency Connect with the flight details you would like your customer rebooked to
  2. Qantas Agency Connect will rebook the flights and complete a fare reassessment
  3. Issue an EMD for any additional fare, taxes and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Rebook to the same flight number and travel date when upgrading to higher fare family or cabin

Expected resolution date: TBC

If you need to make a change to a flight to the same flight number and date (for example upgrade to business class or flex fare) please cancel and create a new booking and use the credit on hold workflow. If this is not suitable:

  1. Contact Qantas Agency Connect with the flight details you would like your customer rebooked to
  2. Qantas Agency Connect will rebook the flights and complete a fare reassessment
  3. Issue an EMD for any additional fare, taxes and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
QAC to support cancellation of flight when a Red eDeal coupon has been suspended on day of departure

Expected resolution date: TBC

If you need to make a change to a flight to the same flight number and date (for example upgrade to business class or flex fare) please cancel and create a new booking and use the credit on hold workflow. If this is not suitable:

  1. Contact Qantas Agency Connect with the booking reference for the flight that needs to be cancelled
  2. Qantas Agency Connect will cancel the flight that is no longer required
  3. Contact Qantas Agency Connect to request for the coupon to be suspended
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Qantas
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Aeronology

^The listed capabilities planned for future development or known issues that are taking longer to resolve are sourced from information provided by Aeronology in collaboration with Qantas. Any associated expected resolution dates listed represent information provided to Qantas by Aeronology. These dates are not in the control of Qantas and are indicative only. Once resolved, please confirm with Aeronology that the relevant capability can be utilised by your travel agency when accessing Qantas NDC content and offers. If you wish for more information on any capability or particular issue and its expected resolution date, please contact Aeronology directly.
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Add unaccompanied minor details into your customer's booking
  • Book unaccompanied minor in EDIFACT
Ticket in credit – partially used ticket

Expected resolution date: Oct – Dec 2026^

If your customer holds a partially flown ticket in credit:

  1. Create a new NDC booking with the new flights.
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare, taxes and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Apply Name Change fee when reissuing ticket

Expected resolution date: Oct - Dec 2026^

If you need to reissue a ticket in another customer name and the name change fee applies:

  1. Create a new NDC booking in the new name
  2. Reissue the ticket in accordance with the Name Change Policy
  3. Issue an EMD (Type S – Service code ICSF) in EDIFACT for the Name Change Fee
  4. Contact Qantas Agency Connect with the EMD details
  5. QAC will email the EMD receipt to your nominated email address in the booking
Pre-purchase more than one additional bag

Expected resolution date: Oct - Dec 2026^

  • Unable to pre-purchase more than one additional bag
  • Purchase remaining additional baggage via Manage Booking on Qantas.com
Unable to make a change to a flight that is in check-in status

Expected resolution date: TBC

  1. Cancel Check-In via Manage Booking
  2. Reshop and reissue the ticket
Cancellation Penalty charged per fare component

Expected resolution date: TBC

  1. If a cancellation penalty has been incorrectly applied per fare component instead of per ticket in your customer’s NDC booking during the refund workflow, you can submit the ticket for a manual refund through BSPlink or ARC.
  2. If the refund has already been processed with the incorrect fee, you can request a refund for the overcollection of the cancellation penalty.
Intermittent and timeout errors when attempting to Reshop

Expected resolution date: TBC

If travel is imminent or urgent action is required:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will create a new booking and complete a fare reassessment
  3. Issue an EMD for any additional fare, tax and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Unable to quote a Qantas fare due to split seasonality

Expected resolution date: TBC

Book the best fare available in NDC or book in EDIFACT for fares that have been filed with directional seasonality.

Schedule Change to an interline or codeshare flight requiring reissue

Expected resolution date: TBC

If your customer has been impacted by a schedule change on an interline or codeshare flight and the ticket needs to be reissued:

  1. Accept the schedule change or rebook to an alternative flight in accordance with the Qantas Schedule Change Policy.
  2. Contact  Qantas Agency Connect to reissue your customer's ticket and any subsequent changes and reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
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Aeronology
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aeronology

Amadeus

^The listed capabilities planned for future development are sourced from information provided by Amadeus in collaboration with Qantas. Any associated expected resolution dates listed represent information provided to Qantas by Amadeus. These dates are not in the control of Qantas and are indicative only. Once resolved, please confirm with Amadeus that the relevant capability can be utilised by your travel agency when accessing Qantas NDC content and offers. If you wish for more information on any capability or particular issue and its expected resolution date, please contact Amadeus directly.
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Ability to view airline vendor remarks

Expected resolution date: TBC

If Qantas adds an SSR OTHS into your customer's booking, you will not be able to view these vendor remarks.

Contact Qantas Agency Connect to check if any flight firming, ticketing time limit, fictitious name or duplicate booking SSR remarks have been added to your customer's booking.

Qantas Agency Connect will assist if the booking has been cancelled due to unseen vendor remarks.

Perform name correction pre-ticketing of 3 or less characters

Expected resolution date: TBC

  1. Update your customer's name in your Technology Partner’s booking
  2. If this feature is not supported by your Technology Partner, cancel the booking and make a new booking in the correct name based on current availability
Add unaccompanied minor details into your customer's booking
  • Book unaccompanied minor in EDIFACT
Pre-purchase more than one additional bag

Expected resolution date: Oct – Dec 2026^

  • Unable to pre-purchase more than one additional bag
  • Purchase remaining additional baggage via Manage Booking on Qantas.com
Apply Name Change fee when reissuing ticket

Expected resolution date: Oct - Dec 2026^

If you need to reissue a ticket in another customer name and the name change fee applies:

  1. Create a new NDC booking in the new name
  2. Reissue the ticket in accordance with the Name Change Policy
  3. Issue an EMD (Type S – Service code ICSF) in EDIFACT for the Name Change Fee
  4. Contact Qantas Agency Connect with the EMD details
  5. QAC will email the EMD receipt to your nominated email address in the booking
Unable to select booking class when rebooking flights

Expected resolution date: July - Sep 2026^

If you need to reissue a ticket in another customer name and the name change fee applies:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to and for a fare reassessment
  2. Issue an EMD for any additional fare, taxes and change fee
  3. Contact Qantas Agency Connect with the EMD details
  4. Qantas Agency Connect will reissue your customer's ticket, and any subsequent reissues will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Unable to make a change to a flight that is in check-in status

Expected resolution date: TBC

  1. Cancel Check-In via Manage Booking
  2. Reshop and reissue the ticket
Cancellation Penalty charged per fare component

Expected resolution date: TBC

  1. If a cancellation penalty has been incorrectly applied per fare component instead of per ticket in your customer’s NDC booking during the refund workflow, you can submit the ticket for a manual refund through BSPlink or ARC.
  2. If the refund has already been processed with the incorrect fee, you can request a refund for the overcollection of the cancellation penalty.
Intermittent and timeout errors when attempting to Reshop

Expected resolution date: TBC

If travel is imminent or urgent action is required:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will create a new booking and complete a fare reassessment
  3. Issue an EMD for any additional fare, tax and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Unable to quote a Qantas fare due to split seasonality

Expected resolution date: TBC

Book the best fare available in NDC or book in EDIFACT for fares that have been filed with directional seasonality.

Schedule Change to an interline or codeshare flight requiring reissue

Expected resolution date: TBC

If your customer has been impacted by a schedule change on an interline or codeshare flight and the ticket needs to be reissued:

  1. Accept the schedule change or rebook to an alternative flight in accordance with the Qantas Schedule Change Policy.
  2. Contact  Qantas Agency Connect to reissue your customer's ticket and any subsequent changes and reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
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Amadeus
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aeronology

Sabre

^The listed capabilities planned for future development are sourced from information provided by Sabre in collaboration with Qantas. Any associated expected resolution dates listed represent information provided to Qantas by Sabre. These dates are not in the control of Qantas and are indicative only. Once resolved, please confirm with Sabre that the relevant capability can be utilised by your travel agency when accessing Qantas NDC content and offers. If you wish for more information on any capability or particular issue and its expected resolution date, please contact Sabre directly.
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Select booking class when rebooking flights

Expected resolution date: Oct - Dec 2026

If you need to change your customer's booking, and you require a specific booking class for the rebooked flights:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Issue an EMD for any additional fare, taxes, and change fee
  3. Contact Qantas Agency Connect with the EMD details
  4. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Commercial Policy - ticket in credit (new booking)

Expected resolution date: Jul – Sep 2026^

If a Commercial Policy had been released and your customer chose to hold their ticket in credit and now needs to be rebooked in a new booking, waiving change fee:

  1. Create a new NDC booking
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare and taxes
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect
If a Reshop has been performed and another Reshop is required before exchanging the ticket:
  1. Contact Qantas Agency Connect for assistance with rebooking and reissuing your customers ticket.
Unable to make a change to a flight that is in check-in status

Expected resolution date: TBC

  1. Cancel Check-In via Manage Booking
  2. Reshop and reissue the ticket
Cancellation Penalty charged per fare component

Expected resolution date: TBC

  1. If a cancellation penalty has been incorrectly applied per fare component instead of per ticket in your customer’s NDC booking during the refund workflow, you can submit the ticket for a manual refund through BSPlink or ARC.
  2. If the refund has already been processed with the incorrect fee, you can request a refund for the overcollection of the cancellation penalty.
Intermittent and timeout errors when attempting to Reshop

Expected resolution date: TBC

If travel is imminent or urgent action is required:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will create a new booking and complete a fare reassessment
  3. Issue an EMD for any additional fare, tax and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Unable to quote a Qantas fare due to split seasonality

Expected resolution date: TBC

Book the best fare available in NDC or book in EDIFACT for fares that have been filed with directional seasonality.

Unable to select ‘private fare only’ during the Reshop

Expected resolution date: TBC

If you need to Reshop to a corporate private fare and only published fares are returned:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will rebook the flights and reassess the fare.
  3. Issue an EMD for any additional fare, taxes, and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Schedule Change to an interline or codeshare flight requiring reissue

Expected resolution date: TBC

If your customer has been impacted by a schedule change on an interline or codeshare flight and the ticket needs to be reissued:

  1. Accept the schedule change or rebook to an alternative flight in accordance with the Qantas Schedule Change Policy.
  2. Contact  Qantas Agency Connect to reissue your customer's ticket and any subsequent changes and reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
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Sabre
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sabre

TPConnects

^The listed capabilities planned for future development are sourced from information provided by TPConnects in collaboration with Qantas. Any associated expected resolution dates listed represent information provided to Qantas by TPConnects. These dates are not in the control of Qantas and are indicative only. Once resolved, please confirm with TPConnects that the relevant capability can be utilised by your travel agency when accessing Qantas NDC content and offers. If you wish for more information on any capability or particular issue and its expected resolution date, please contact TPConnects directly.
Divide or reissue the ticket for mixed carrier bookings

Expected resolution date: Apr – Jun 2026

If you have a booking with multiple carriers and a customer needs to be divided from the booking to change or cancel their flights:

  1. Start a live chat 💬 or call Qantas Agency Connect ☎ with the new flight details and to request the order to be split
  2. Qantas Agency Connect to rebook flights in the split booking
  3. Request a fare reassessment Service Request
  4. Issue an EMD for any additional fare, taxes and change fee
  5. Submit a Ticket Request online with the EMD details
  6. Qantas Agency Connect will reissue your customer's ticket, and any subsequent changes and reissues will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
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Perform a Reshop for Qantas Business Rewards, Qantas Corporate, and Private fares

Expected resolution date: Apr - Jun 2026^

If your customer has purchased a ticket using an account code, and requires a voluntary change, and you are unable to enter the account code you need to rebook flights:

  1. Contact Qantas Agency Connect for a fare reassessment
  2. Issue an EMD for any additional fare, taxes and change fee
  3. Contact Qantas Agency Connect with the EMD details
  4. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Commercial Policy - ticket in credit; new booking

Expected resolution date: Apr - June 2026^

If a Commercial Policy had been released and your customer chose to hold their ticket in credit and now needs to be rebooked in a new booking, waiving change fee:

  1. Create a new NDC booking
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare and taxes
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect
Ability to view airline vendor remarks

Expected resolution date: TBC

If Qantas adds an SSR OTHS into your customer's booking, you will not be able to view these vendor remarks.

Contact Qantas Agency Connect to check if any flight firming, ticketing time limit, fictitious name or duplicate booking SSR remarks have been added to your customer's booking.

Qantas Agency Connect will assist if the booking has been cancelled due to unseen vendor remarks.

Add unaccompanied minor details into your customer's booking
  • Book unaccompanied minor in EDIFACT
Ticket in credit – partially used ticket

Expected resolution date: Oct – Dec 2026^

  1. Create a new NDC booking with the new flights.
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare, taxes and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Pre-purchase more than one additional bag

Expected resolution date: Oct – Dec 2026^

  • Unable to pre-purchase more than one additional bag
  • Purchase remaining additional baggage via Manage Booking on Qantas.com
Divide a PNR when remaining booking contains a child only

Expected resolution date: TBC

If you have a booking with multiple customers and one or more passengers is a child and needs to be divided out separately to change or cancel their flights:

  1. Contact Qantas Agency Connect to request the order to be split
  2. Qantas Agency Connect to rebook flights in the split booking Issue an EMD for any additional fare, taxes, and change fee
  3. Contact Qantas Agency Connect with the EMD details
  4. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Divide or reissue the ticket for mixed carrier bookings

Expected resolution date: Apr – Jun 2026

If you have a booking with multiple carriers and a customer needs to be divided from the booking to change or cancel their flights:

  1. Contact Qantas Agency Connect with the new flight details and to request the order to be split
  2. Qantas Agency Connect to rebook flights in the split booking and request a fare reassessment
  3. Issue an EMD for any additional fare, taxes, and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent changes and reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Retain a ticket in credit with multiple carriers in the booking

Expected resolution date: Apr – Jun 2026

If you have a booking with multiple carriers and need to cancel the itinerary and retain the ticket in credit:

Contact Qantas Agency Connect for assistance with cancelling the booking.

Schedule Change with multiple carriers in the booking

Expected resolution date: Apr – Jun 2026

If you have a booking with multiple carriers and there has been a schedule change:

  1. Contact Qantas Agency Connect with the flights details that you would like your customer rebooked to
  2. Qantas Agency Connect will rebook the flights
  3. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Voluntary Change with multiple carriers in the booking

Expected resolution date: Apr – Jun 2026

If you have a booking with multiple carriers and your customer wants to make a voluntary change:

  1. Contact Qantas Agency Connect for a fare reassessment
  2. Issue an EMD for any additional fare, taxes and change fee
  3. Contact Qantas Agency Connect with the EMD details
  4. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Process automated refund for mixed carrier bookings

Expected resolution date: Apr – Jun 2026

To process a refund of your customer's ticket, submit a manual refund request via BSPlink / ARC.

Apply Name Change fee when reissuing ticket

Expected resolution date: TBC

If you need to reissue a ticket in another customer name and the name change fee applies:

  1. Create a new NDC booking in the new name
  2. Reissue the ticket in accordance with the Name Change Policy
  3. Issue an EMD (Type S – Service code ICSF) in EDIFACT for the Name Change Fee
  4. Contact Qantas Agency Connect with the EMD details
  5. QAC will email the EMD receipt to your nominated email address in the booking
Schedule Change - Delayed ticketing at Reshop

Expected resolution date: Apr - Jun 2026^

Schedule Change – Unable to rebook a flight and reissue the ticket at a later time/date

If your customer has been impacted by a schedule change and the new flight has not been accepted or rebooked within 10 days:

  • Process the change through the Commercial Waiver workflow using the 'QFSKEDCHG' authority code in accordance with the Qantas Schedule Change policy and select waiver type ‘AdcolChangeFee’.
Unable to make a change to a flight that is in check-in status

Expected resolution date: TBC

  1. Cancel Check-In via Manage Booking
  2. Reshop and reissue the ticket
Cancellation Penalty charged per fare component

Expected resolution date: TBC

  1. If a cancellation penalty has been incorrectly applied per fare component instead of per ticket in your customer’s NDC booking during the refund workflow, you can submit the ticket for a manual refund through BSPlink or ARC.
  2. If the refund has already been processed with the incorrect fee, you can request a refund for the overcollection of the cancellation penalty.
Intermittent and timeout errors when attempting to Reshop

Expected resolution date: TBC

If travel is imminent or urgent action is required:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will create a new booking and complete a fare reassessment
  3. Issue an EMD for any additional fare, tax and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Unable to quote a Qantas fare due to split seasonality

Expected resolution date: TBC

Book the best fare available in NDC or book in EDIFACT for fares that have been filed with directional seasonality.

Schedule Change to an interline or codeshare flight requiring reissue

Expected resolution date: TBC

If your customer has been impacted by a schedule change on an interline or codeshare flight and the ticket needs to be reissued:

  1. Accept the schedule change or rebook to an alternative flight in accordance with the Qantas Schedule Change Policy.
  2. Contact  Qantas Agency Connect to reissue your customer's ticket and any subsequent changes and reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
anchor-link-text
TPConnects
anchor-section-url
tpconnects

Travelfusion

^The listed capabilities planned for future development are sourced from information provided by Travelfusion in collaboration with Qantas. Any associated expected resolution dates listed represent information provided to Qantas by Travelfusion. These dates are not in the control of Qantas and are indicative only. Once resolved, please confirm with Travelfusion that the relevant capability can be utilised by your travel agency when accessing Qantas NDC content and offers. If you wish for more information on any capability or particular issue and its expected resolution date, please contact Travelfusion directly.
h3
false
true
Perform name correction pre-ticketing of 3 or less characters

Expected resolution date: TBC

  1. Update your customer's name in the current booking
  2. If this feature is not supported by your Technology Partner, cancel the booking and make a new booking in the correct name based on current availability
Commercial Policy - ticket in credit; new booking

Expected resolution date: Apr - Jun 2026^

If a Commercial Policy had been released and your customer chose to hold their ticket in credit and now needs to be rebooked in a new booking, waiving change fee:

  1. Create a new NDC booking
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare and taxes
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect
Add unaccompanied minor details into your customer's booking
  • Book unaccompanied minor in EDIFACT
Ticket in credit – partially used ticket

Expected resolution date: Oct – Dec 2026^

If your customer holds a partially flown ticket in credit:

  1. Create a new NDC booking with the new flights.
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare, taxes and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Pre-purchase more than one additional bag

Expected resolution date: Oct – Dec 2026^

  • Unable to pre-purchase more than one additional bag
  • Purchase remaining additional baggage via Manage Booking on Qantas.com
Apply Name Change fee when reissuing ticket

Expected resolution date: Oct - Dec 2026^

If you need to reissue a ticket in another customer name and the name change fee applies:

  1. Create a new NDC booking in the new name
  2. Reissue the ticket in accordance with the Name Change Policy
  3. Issue an EMD (Type S – Service code ICSF) in EDIFACT for the Name Change Fee
  4. Contact Qantas Agency Connect with the EMD details
  5. QAC will email the EMD receipt to your nominated email address in the booking
Unable to make a change to a flight that is in check-in status

Expected resolution date: TBC

  1. Cancel Check-In via Manage Booking
  2. Reshop and reissue the ticket
Cancellation Penalty charged per fare component

Expected resolution date: TBC

  1. If a cancellation penalty has been incorrectly applied per fare component instead of per ticket in your customer’s NDC booking during the refund workflow, you can submit the ticket for a manual refund through BSPlink or ARC.
  2. If the refund has already been processed with the incorrect fee, you can request a refund for the overcollection of the cancellation penalty.
Intermittent and timeout errors when attempting to Reshop

Expected resolution date: TBC

If travel is imminent or urgent action is required:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will create a new booking and complete a fare reassessment
  3. Issue an EMD for any additional fare, tax and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Unable to quote a Qantas fare due to split seasonality

Expected resolution date: TBC

Book the best fare available in NDC or book in EDIFACT for fares that have been filed with directional seasonality.

Schedule Change to an interline or codeshare flight requiring reissue

Expected resolution date: TBC

If your customer has been impacted by a schedule change on an interline or codeshare flight and the ticket needs to be reissued:

  1. Accept the schedule change or rebook to an alternative flight in accordance with the Qantas Schedule Change Policy.
  2. Contact  Qantas Agency Connect to reissue your customer's ticket and any subsequent changes and reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
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Travelfusion
anchor-section-url
travelfusion

Travelport

^The listed capabilities planned for future development are sourced from information provided by Travelport in collaboration with Qantas. Any associated expected resolution dates listed represent information provided to Qantas by Travelport. These dates are not in the control of Qantas and are indicative only. Once resolved, please confirm with Travelport that the relevant capability can be utilised by your travel agency when accessing Qantas NDC content and offers. If you wish for more information on any capability or particular issue and its expected resolution date, please contact Travelport directly.
h3
false
true
Commercial Policy - ticket in credit (new booking)

Expected resolution date: Apr - June 2026^

If a Commercial Policy has been released and your customer chose to hold their ticket in credit and now needs to be rebooked in a new booking, waiving change fee:

  1. Create a new NDC booking
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare and taxes
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Perform a Reshop for Qantas Business Rewards, Qantas Corporate, and Private fares

Expected resolution date: Jul - Sep 2026^

If your customer has purchased a ticket using an account code, and requires a voluntary change, and you are unable to enter the account code you need to rebook flights:

  1. Contact Qantas Agency Connect for a fare reassessment
  2. Issue an EMD for any additional fare, taxes and change fee
  3. Contact Qantas Agency Connect with the EMD details
  4. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Commercial Policy - waiver of fare, taxes and change fee when flights are rebooked in the existing booking

Expected resolution date: Apr - Jun 2026^

If a Commercial Policy has been released and your customer’s ticket needs to be reissued within the existing booking with a waiver of fare, taxes and change fee:

Waiver of change fee:

  1. Rebook flights in the existing booking within Commercial Policy guidelines in the existing booking
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare, taxes
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect

Waiver of change fee, fare and taxes:

  1. Rebook flights within Commercial Policy guidelines in the existing booking
  2. Contact Qantas Agency Connect for the ticket to be reissued
  3. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect
Add unaccompanied minor details into your customer's booking
  • Book unaccompanied minor in EDIFACT
Ticket in credit – partially used ticket

Expected resolution date: Jul - Sept 2026^

If your customer holds a partially flown ticket in credit:

  1. Create a new NDC booking with the new flights.
  2. Contact Qantas Agency Connect a fare reassessment
  3. Issue an EMD for any additional fare, taxes and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Select booking class when rebooking flights

Expected resolution date:  Jul - Sept 2026^

If you need to change your customer's booking, and you require a specific booking class for the rebooked flights:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to and for a fare reassessment
  2. Issue an EMD for any additional fare, taxes and change fee
  3. Contact Qantas Agency Connect with the EMD details
  4. Qantas Agency Connect will reissue your customer's ticket, and any subsequent reissues will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Pre-purchase more than one additional bag

Expected resolution date: Oct – Dec 2026^

  • Unable to pre-purchase more than one additional bag
  • Purchase remaining additional baggage via Manage Booking on Qantas.com
Apply Name Change fee when reissuing ticket

Expected resolution date: Oct - Dec 2026^

If you need to reissue a ticket in another customer name and the name change fee applies:

  1. Create a new NDC booking in the new name
  2. Reissue the ticket in accordance with the Name Change Policy
  3. Issue an EMD (Type S – Service code ICSF) in EDIFACT for the Name Change Fee
  4. Contact Qantas Agency Connect with the EMD details
  5. QAC will email the EMD receipt to your nominated email address in the booking
Unable to make a change to a flight that is in check-in status

Expected resolution date: TBC

  1. Cancel Check-In via Manage Booking
  2. Reshop and reissue the ticket
Cancellation Penalty charged per fare component

Expected resolution date: TBC

  1. If a cancellation penalty has been incorrectly applied per fare component instead of per ticket in your customer’s NDC booking during the refund workflow, you can submit the ticket for a manual refund through BSPlink or ARC.
  2. If the refund has already been processed with the incorrect fee, you can request a refund for the overcollection of the cancellation penalty.
Intermittent and timeout errors when attempting to Reshop

Expected resolution date: TBC

If travel is imminent or urgent action is required:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will create a new booking and complete a fare reassessment
  3. Issue an EMD for any additional fare, tax and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Unable to quote a Qantas fare due to split seasonality

Expected resolution date: TBC

Book the best fare available in NDC or book in EDIFACT for fares that have been filed with directional seasonality.

Unable to cancel a partially flown booking

Expected resolution date: TBC

If you need to cancel a partially flown booking:

Schedule Change to an interline or codeshare flight requiring reissue

Expected resolution date: TBC

If your customer has been impacted by a schedule change on an interline or codeshare flight and the ticket needs to be reissued:

  1. Accept the schedule change or rebook to an alternative flight in accordance with the Qantas Schedule Change Policy.
  2. Contact  Qantas Agency Connect to reissue your customer's ticket and any subsequent changes and reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
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Travelport
anchor-section-url
travelfusions

Verteil

^The listed capabilities planned for future development are sourced from information provided by Verteil in collaboration with Qantas. Any associated expected resolution dates listed represent information provided to Qantas by Verteil. These dates are not in the control of Qantas and are indicative only. Once resolved, please confirm with Verteil that the relevant capability can be utilised by your travel agency when accessing Qantas NDC content and offers. If you wish for more information on any capability or particular issue and its expected resolution date, please contact Verteil directly.
h3
false
true
Commercial Policy - waiver of fare, taxes and change fee when flights are rebooked in the existing booking

Expected resolution date: TBC

Please contact your Technology Partner directly for an alternative servicing workaround.

Perform name correction pre-ticketing of 3 or less characters

Expected resolution date: TBC

  1. Update your customer's name in the current booking
  2. If this feature is not supported by your Technology Partner, cancel the booking and make a new booking in the correct name based on current availability
Commercial Policy - ticket in credit; new booking

Expected resolution date: TBC

Please contact your Technology Partner directly for an alternative servicing workaround.

Add unaccompanied minor details into your customer's booking
  • Book unaccompanied minor in EDIFACT
Ticket in Credit – partially or wholly unused ticket
Please contact your Technology Partner directly for an alternative servicing workaround.
Pre-purchase more than one additional bag

Expected resolution date: Oct – Dec 2026^

  • Unable to pre-purchase more than one additional bag
  • Purchase remaining additional baggage via Manage Booking on Qantas.com
Schedule Change - Delayed ticketing at Reshop

Expected resolution date: Apr - Jun 2026^

Schedule Change – Unable to rebook a flight and reissue the ticket at a later time/date

If your customer has been impacted by a schedule change and the new flight has not been accepted or rebooked within 10 days:

  • Process the change through the Commercial Waiver workflow using the 'QFSKEDCHG' authority code in accordance with the Qantas Schedule Change policy and select waiver type ‘AdcolChangeFee’.
Unable to make a change to a flight that is in check-in status

Expected resolution date: TBC

  1. Cancel Check-In via Manage Booking
  2. Reshop and reissue the ticket
Cancellation Penalty charged per fare component

Expected resolution date: TBC

  1. If a cancellation penalty has been incorrectly applied per fare component instead of per ticket in your customer’s NDC booking during the refund workflow, you can submit the ticket for a manual refund through BSPlink or ARC.
  2. If the refund has already been processed with the incorrect fee, you can request a refund for the overcollection of the cancellation penalty.
Intermittent and timeout errors when attempting to Reshop

Expected resolution date: TBC

If travel is imminent or urgent action is required:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will create a new booking and complete a fare reassessment
  3. Issue an EMD for any additional fare, tax and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Unable to quote a Qantas fare due to split seasonality

Expected resolution date: TBC

Book the best fare available in NDC or book in EDIFACT for fares that have been filed with directional seasonality.

Schedule Change to an interline or codeshare flight requiring reissue

Expected resolution date: TBC

If your customer has been impacted by a schedule change on an interline or codeshare flight and the ticket needs to be reissued:

  1. Accept the schedule change or rebook to an alternative flight in accordance with the Qantas Schedule Change Policy.
  2. Contact  Qantas Agency Connect to reissue your customer's ticket and any subsequent changes and reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
anchor-link-text
Verteil
anchor-section-url
verteil

Other

^The listed capabilities planned for future development are sourced from information provided by each Technology Partner in collaboration with Qantas. Any associated expected resolution dates listed represent information provided to Qantas by each Technology Partner. These dates are not in the control of Qantas and are indicative only. Once resolved, please confirm with your respective Technology Partner that the relevant capability can be utilised by your travel agency when accessing Qantas NDC content and offers. If you wish for more information on any capability or particular issue and its expected resolution date, please contact your respective Technology Partner directly.
Apply Name Change fee when reissuing ticket

Expected resolution date: Oct - Dec 2026^

If you need to reissue a ticket in another customer name and the name change fee applies:

  1. Create a new NDC booking in the new name
  2. Reissue the ticket in accordance with the Name Change Policy
  3. Issue an EMD (Type S – Service code ICSF) in EDIFACT for the Name Change Fee
  4. Start a live chat 💬 or call Qantas Agency Connect ☎ with the EMD details
  5. QAC will email the EMD receipt to your nominated email address in the booking
Apply Name Change fee when reissuing ticket

Expected resolution date: Oct - Dec 2026^

If you need to reissue a ticket in another customer name and the name change fee applies:

  1. Create a new NDC booking in the new name
  2. Reissue the ticket in accordance with the Name Change Policy
  3. Issue an EMD (Type S – Service code ICSF) in EDIFACT for the Name Change Fee
  4. Start a live chat 💬 or call Qantas Agency Connect ☎ with the EMD details
  5. QAC will email the EMD receipt to your nominated email address in the booking
h3
false
true
Ticket in credit - wholly unused ticket (Travelsky)

Expected resolution date: Apr - Jun 2026^

If your customer holds a wholly unused ticket in credit:

  1. Create a new NDC booking with the new flights
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare, taxes and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Perform a Reshop for Qantas Business Rewards, Qantas Corporate, and Private fares (Travelsky)

Expected resolution date: TBC

If your customer has purcahsed a ticket using an account code, and requires a voluntary change, and you are unable to enter the account code you need to rebook flights:

  1. Contact Qantas Agency Connect for a fare reassessment
  2. Issue an EMD for any additional fare, taxes and change fee
  3. Contact Qantas Agency Connect with the EMD details
  4. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Commercial Policy - waiver of fare, taxes and change fee when flights are rebooked in the existing booking (Aaron Group, AirGateway and Duffel)

Aaron Group, AirGateway and Duffel

Expected resolution date: TBC (Aaron Group, AirGateway and Duffel)

Please contact your Technology Partner directly for an alternative servicing workaround.

Perform name correction pre-ticketing of 3 or less characters (Aaron Group, ClarityTTS, Duffel and Mystifly)

Impacted:  Aaron Group, ClarityTTS, Duffel and Mystifly

Expected resolution date: TBC

ClarityTTS and Mystifly

  1. Update your customer's name in the current booking
  2. If this feature is not supported by your Technology Partner, cancel the booking and make a new booking in the correct name based on current availability

Aaron Group and Duffel

Please contact your Technology Partner directly for an alternative servicing workaround.

Commercial Policy - ticket in credit; new booking (Aaron Group, AirGateway, Clarity TTS, Duffel, Mystifly and Travelsky)

Expected resolution date: Jul - Sept 2026 (Travelsky)

Expected resolution date: Apr - Jun 2026 (Clarity TTS, Mystifly)

Expected resolution date: TBC  (Aaron Group, AirGateway and Duffel)

Clarity TTS, Mystifly and Travelsky

If a Commercial Policy had been released and your customer chose to hold their ticket in credit and now needs to be rebooked in a new booking, waiving change fee:

  1. Create a new NDC booking
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare and taxes
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect

Aaron Group, AirGateway and Duffel

Please contact your Technology Partner directly for an alternative servicing workaround.

Ability to view airline vendor remarks (Aaron Group, Duffel, ClarityTTS and Mystifly)

Expected resolution date: TBC

If Qantas adds an SSR OTHS into your customer's booking, you will not be able to view these vendor remarks.

Contact Qantas Agency Connect to check if any flight firming, ticketing time limit, fictitious name or duplicate booking SSR remarks have been added to your customer's booking.

Qantas Agency Connect will assist if the booking has been cancelled due to unseen vendor remarks.

Book via your Technology Partner an interline flight that is enabled in Qantas NDC (ClarityTTS, Duffel and Mystifly)

Expected resolution date: TBC

When you are unable to book your customer on an interline flight available in NDC, you can:

  • Book an alternative flight on a QF codeshare, or
  • Book the best available fare in NDC or EDIFACT
Rebook to an alternative interline flight available in Qantas NDC following a schedule change on a Qantas marketed flight (ClarityTTS and Mystifly)

Impacted: ClarityTTS, Duffel and Mystifly

Expected resolution date: TBC

If your customer has been impacted by an unsuitable schedule change on a Qantas marketed flight, and you would like to reaccommodate your customer to an interline flight available in Qantas NDC:

  1. Contact Qantas Agency Connect with the flights details that you would like your customer rebooked to
  2. Qantas Agency Connect will rebook the flights in the current booking
  3. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Add unaccompanied minor details into your customer's booking (Aaron Group, AirGateway, ClarityTTS, Duffel, Mystifly and Travelsky)
  • Book unaccompanied minor in EDIFACT
Ticket in credit – partially used ticket (ClarityTTS, Mystifly and Travelsky)

Impacted: ClarityTTS, Mystifly and Travelsky

Expected resolution date: Jul - Sept 2026 (Travelsky)

Expected resolution date: TBC (ClarityTTS and Mystifly)

If your customer holds a partially flown ticket in credit:

ClarityTTS, Mystifly and Travelsky

  1. Create a new NDC booking with the new flights.
  2. Contact Qantas Agency Connect for a fare reassessment
  3. Issue an EMD for any additional fare, taxes and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect
Reshop when a customer does not accept the schedule change (Aaron Group, AirGateway and Duffel)
Please contact your Technology Partner directly for an alternative servicing workaround.
Ticket in Credit – partially or wholly unused ticket (Aaron Group, AirGateway and Duffel)
Please contact your Technology Partner directly for an alternative servicing workaround.
Pre-purchase more than one additional bag (All Technology Partners)

Expected resolution date: Oct – Dec 2026^

  • Unable to pre-purchase more than one additional bag
  • Purchase remaining additional baggage via Manage Booking on Qantas.com
Schedule Change - Delayed ticketing at Reshop (Aaron Group, Clarity TTS, Duffel and Mystifly)

Expected resolution date: Apr - Jun 2026

Schedule Change – Unable to rebook a flight and reissue the ticket at a later time/date

If your customer has been impacted by a schedule change and the new flight has not been accepted or rebooked within 10 days:

  • Process the change through the Commercial Waiver workflow using the 'QFSKEDCHG' authority code in accordance with the Qantas Schedule Change policy and select waiver type ‘AdcolChangeFee’.
Apply Name Change fee when reissuing ticket (Travelsky, Mystifly)

Expected resolution date: Oct - Dec 2026

If you need to reissue a ticket in another customer name and the name change fee applies:

  1. Create a new NDC booking in the new name
  2. Reissue the ticket in accordance with the Name Change Policy
  3. Issue an EMD (Type S – Service code ICSF) in EDIFACT for the Name Change Fee
  4. Contact Qantas Agency Connect with the EMD details
  5. QAC will email the EMD receipt to your nominated email address in the booking
Unable to make a change to a flight that is in check-in status

Expected resolution date: TBC

  1. Cancel Check-In via Manage Booking
  2. Reshop and reissue the ticket
Cancellation Penalty charged per fare component (All Technology Partners)

Expected resolution date: TBC

  1. If a cancellation penalty has been incorrectly applied per fare component instead of per ticket in your customer’s NDC booking during the refund workflow, you can submit the ticket for a manual refund through BSPlink or ARC.
  2. If the refund has already been processed with the incorrect fee, you can request a refund for the overcollection of the cancellation penalty.
Intermittent and timeout errors when attempting to Reshop

Expected resolution date: TBC

If travel is imminent or urgent action is required:

  1. Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  2. Qantas Agency Connect will create a new booking and complete a fare reassessment
  3. Issue an EMD for any additional fare, tax and change fee
  4. Contact Qantas Agency Connect with the EMD details
  5. Qantas Agency Connect will reissue your customer's ticket and any subsequent reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
Unable to quote a Qantas fare due to split seasonality

Expected resolution date: TBC

Book the best fare available in NDC or book in EDIFACT for fares that have been filed with directional seasonality.

Unable to rebook to alternative flights when an interline flight has a schedule change which is not acceptable to customer (ClarityTTS, Duffel and Mystifly)

Expected resolution date: TBC

  • Contact Qantas Agency Connect with the flight details that you would like your customer rebooked to
  • Qantas Agency Connect will reissue your customer's ticket, and any subsequent reissues will need to be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you.
Schedule Change to an interline or codeshare flight requiring reissue (All Technology Partners)

Expected resolution date: TBC

If your customer has been impacted by a schedule change on an interline or codeshare flight and the ticket needs to be reissued:

  1. Accept the schedule change or rebook to an alternative flight in accordance with the Qantas Schedule Change Policy.
  2. Contact  Qantas Agency Connect to reissue your customer's ticket and any subsequent changes and reissues will be managed by Qantas Agency Connect. If there is a subsequent involuntary change to a flight, Qantas Agency Connect will review the booking and email the updated ticket to you
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Other
anchor-section-url
other
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true
fixedList
jcr:title
ascending
Download the Qantas NDC capability listing for Certified Technology Partners (PDF)
Qantas Distribution Platform FAQs