QDP portal help and support
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System status
Below you will find information about the status for the Qantas Distribution Platform portal and the next scheduled outages , if any.
Most visited queries
To help you with the Qantas Distribution Platform portal registration and onboarding, we have compiled the top six queries.
Qantas Distribution Platform portal support categories
Portal registration and onboarding process
The Qantas Distribution Platform registration and onboarding process will provide you with the necessary procedures to register for the portal and, once registered, access it.
To register for the portal you will need to:
- Access Qantas Agency Connect - My Agency Profile (accessible by your Agency Manager).
- Click on the 'Qantas Distribution Platform portal' tab.
- Confirm your travel agency details, including IATA/TIDS/ARC/VTC, company trading name, phone number, and billing address.
- Confirm your travel agency email.
- Nominate an Agency Manager to be the portal admin.
- Accept the terms and conditions.
- Submit your application. An acknowledgment email from <no-reply@qantas.com.au> will be sent with your credentials within 7 business days.
When you receive your credentials, a user is required to manually set up their password. There are two ways to set up a password – one is by for the Agency Manager listed on the Qantas Distribution Platform portal form, and another is for the consultant when the Agency Manager has added them within the portal.
Agency Manager:
- Follow the URL link to Qantas Distribution Platform portal within your credential email.
- Click on <Forgot Password>; this action will redirect you to another screen.
- Input your office ID, agent ID, and the email address used in your application form. Both the office ID and agent ID can be found in the credential's emails sent by Qantas. Once entered, click on <Send> to proceed.
Note: Ensure that the Office ID and Agent ID provided match the information in the credentials email from Qantas. - Once submitted, check your email inbox for a message from <no-reply@accelya.com> This email contains instructions to reset your password. Open the email and follow the provided link.
- You will be prompted to input your new password. Choose a secure password then click on to confirm the password.
- Once completed, your new password will be set, and you can log into the portal.
Consultant:
Note: Your Agency Manager must add you as a user within your agency's profile before you can create your own password.
You will receive an email from <no-reply@accelya.com>. Click on the link within the email which will take you to the:
- Qantas Distribution Platform portal, where you can set a new password.
- If the link has expired, simply follow the prompt on the screen.
Note: If you forget your password, click on <Forget Password> and follow the prompt. If there are more than five unsuccessful attempts to login, you will be locked out of the portal. This will be displayed as a warning message. You will be required to contact your Agency Manager who can unlock your account and reset your password.
To update agency email, admin email, or any agency details, please complete the contact us form, and our support team will get back to you.
To deregister your agency's access to the Qantas Distribution Platform portal, please complete the contact form, and our support team will get back to you.
If you have registered for the Qantas Distribution Platform portal and have not received an acknowledgment email within 7 business days, please complete the contact us form, and our support team will get back to you.
Portal access and login
The following steps will show you how to set up your password and two-factor authentication after gaining access to the Qantas Distribution Platform portal.
Once you have registered, you will receive an email from <noreply@qantas.com.au> with your log in credentials. The registration process can take up to 7 business days to be processed. If you have not received your credentials email after 7 business days, please complete the contact us form, and our support team will get back to you.
Once you have set up your password and logged into the Qantas Distribution Platform portal you will be prompted to set up a two-factor authentication:
Scan the QR code on your screen.
- Open the Authenticator App on your preferred device.
- Click on the plus sign (+) in the header section of the Authenticator App.
- Choose either (Google, Facebook, etc.) to open the QR code scanner or manually input a code.
- Scan the QR code image or manually input the code displayed on the Qantas Distribution Platform portal using the Microsoft Authenticator app on your mobile device.
- Once the QR code is scanned, this will generate a 6-digit code on the Authenticator App
- Enter the code provided in the Microsoft Authenticator App into the Qantas Distribution Platform portal to validate the two-factor authentication.
- Click <Verify> on the Qantas Distribution Platform portal login screen.
If you are a nominated agency admin or Agency Manager for the Qantas Distribution Platform portal and you need to reset your two-factor authentication, please complete the contact us form, and our support team will get back to you.
If you are a nominated agency admin or Agency Manager for the Qantas Distribution Platform portal and you need to reactivate your account due to five incorrect password attempts, please complete the contact us form, and our support team will get back to you.
Please complete the contact us form if you have selected forgot password and have not received the email, and our support team will get back to you.
Booking and servicing using the portal
The steps listed below will help you use the Qantas Distribution Platform portal for booking and servicing your customers' itineraries.
To create a traveller;
- Locate the toolbox on the reservation screen and click on 'Traveller'.
- Fill in the mandatory fields: title, first name, and last name, and click 'submit'.
- From the toolbox, you can click and fill any of the following depending on your traveller: telephone, email, address, identity documentation, SSR, OSI and remarks.
Note: To make a booking, your traveller is required to at least have a telephone number or email.
For more information, please refer to the Create a traveller section of the Flight search and booking article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To initiate shopping, the following steps apply:
- Click on 'Add Air' at the top right-hand side of the reservation screen.
- Fill out the itinerary details you are looking for and click 'Fare Search'.
For more information, please refer to the Add flight section of the Flight search and booking article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To shop using private fares:
- Initiate shopping using the 'Add Air' icon on the top right hand side of the screen.
- Click on the 'Settings' icon displayed.
- Click on the qualifiers drop-down and select 'Corporate ID' to add your private fare code, then proceed with shopping.
For more information, please refer to the Fare search section of the Flight search and booking article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To check the applicable fare's baggage allowance at the time of shopping:
- After initiating shopping and performing 'Fare Search', select the fare and click 'Add to Cart' icon.
- Click on the 'Bag Fees' drop-down to view the baggage allowance.
Please Note: Either piece or weight allowance will be displayed depending on the flight route selected.
For more information, please refer to the Add flight to cart section of the Flight search and booking article on the dedicated Knowledge Centre page on Qantas Agency Connect.
| Flight Status Code | Description |
| HK | Holding Confirmed |
| UN | Unable, flight does not operate |
| TK | Confirming, advise passenger of new times |
| NO | No action taken |
| HX | Holding cancelled |
| KK | Confirming |
To book a flight:
- Ensure that you have added an itinerary in the cart.
- Ensure that you have a traveller name with an associated telephone number or email.
- Select the check box next to the flight you have added in the 'Shopping Cart' and click on 'Book and Hold'.
For more information, please refer to the Book flight to cart section of the Flight search and booking article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To issue a ticket:
- Ensure you have a booked itinerary on the reservation screen.
- Click on 'Issue Documents' displayed under the itinerary.
- Fill out the form of payment (Click on the green and blue arrow to switch to BSB/ARC Cash).
- Click 'Pay' to issue document.
- Once redirected back to the reservation screen, click on the 'Reference' number under 'Tickets' to view the electronic ticket.
For more information, please refer to the Issuing tickets section of the Issuing, refunding, retaining for credit or voiding tickets on the dedicated Knowledge Centre page on Qantas Agency Connect.
To shop and issue ticket using stored credit:
- Initiate shopping and click on 'Add Air'.
- Click on the 'Settings' option displayed.
- Click on the 'E-Ticket Information' and fill in the ticket number associated with the stored credit.
- Proceed to shop, book and ticket. The stored credit value will be deducted from the new value of the fare at the time of pricing.
To Refund/Cancel a ticket:
- Open the PNR on the reservation screen.
- Click on the 'Pin' icon next to the flight you wish to refund/cancel and click the 'Delete' button below it.
- Once directed to the next screen, you will be informed if the order is in void or refund period. If the order is in refund period, you will be informed of the value to be refunded.
- Click 'Continue' to proceed.
Note: Do not click on the 'Bin' icon next to 'Booked-Air', as this will retain the ticket in credit.
For more information, please refer to the Void/Refund tickets section of the Issuing, refunding, retaining for credit or voiding tickets article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To retain a ticket as stored credit:
- Open the PNR on the reservation screen.
- Click on the 'Bin' icon next to 'Booked - Air'.
- Click 'Continue' to proceed and retain the ticket as stored credit.
Note: Do not click on 'Delete' as this will not retain the ticket in credit, and instead will proceed to cancellation resulting in either a void or automated refund if applicable.
For more information, please refer to the Retain document for credit section of the Issuing, refunding, retaining for credit or voiding tickets article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To exchange a single segment:
- Open the PNR you would like to exchange on the reservation screen.
- Initiate shopping using the 'Add Air' icon on the top of the screen.
- Complete shopping for the new fare.
- Once redirected back to the reservation screen, click the check box on the new fare and click the 'Pin' icon on the old segment you wish to exchange with then click 'Reprice'.
For more information, please refer to the Ticket exchange section of the Issuing, refunding, retaining for credit or voiding tickets article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To exchange a multiple segment:
- Open the PNR you would like to exchange on the reservation screen.
- Initiate shopping using the 'Add Air' icon on the top of the screen.
- Complete shopping for the new fares.
- Once redirected back to the reservation screen, click the check box on the new fares and click the 'Pin' icon on the old segments you wish to exchange with then click 'Reprice'.
For more information, please refer to the Ticket exchange section of the Issuing, refunding, retaining for credit or voiding tickets article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To handle involuntary exchanges:
- On the reservation screen, click on 'Office Queues' and select the folder 'Schedule Change'.
- Choose the PNR you wish to complete the schedule change on.
- Review the schedule change and the new recommended flight.
- To accept the recommendation, click the 'Accept' button displayed on the alert.
- To reject the recommendation, initiate shopping via 'Add Air' and choose the preferred fare.
- Once redirected back to the reservation screen, click the check box on the new fare and click the 'Pin' icon on the old segment you wish to exchange with then click 'Reprice'.
- On the next screen, select the 'Waiver' drop-down and select the displayed 'Schedule Change' waiver code.
- Proceed to make the exchange.
To select a free or paid seat:
- Ensure you have a booked itinerary opened on the reservation screen.
- Select the 'Seats' button displayed under the itinerary.
- Hover over the seats on the seat map to check whether it is a free or paid seat.
- Select a seat and click to 'submit'.
For more information, please refer to the Free and paid seats section of the Ancillary — Seat selection and additional baggage article on the dedicated Knowledge Centre page on Qantas Agency Connect.
The seat map will automatically display the relevant free and paid seats available for a Qantas Frequent Flyer and membership tier, provided that a Qantas Frequent Flyer number is provided.
If your customer is a Qantas Frequent Flyer, ensure you add their Frequent Flyer number in the traveller section. Click on the pencil icon to edit the traveller and select 'Add FFN' option to input their details. Once saved, you can re-open the seat map, which will display the relevant free or paid seats available according to their Frequent Flyer membership tier.
To issue seat documents:
- Expand the segment containing the paid seat to view the status. If the status is marked as HN, click on the PNR at the top of the reservation screen to refresh the status.
- Once the status of the seat is HD, proceed to click 'Issue Documents', which will allow you to pay for the seat.
- When the document has been issued for the seat, an EMD should be issued and will appear in the 'Service Section'. The seat status should be displayed as HI.
For more information, please refer to the Free and paid seats section of the Ancillary — Seat selection and additional baggage article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To select a paid service:
- Ensure you have a booked itinerary opened on the reservation screen.
- Select the 'Services' button displayed under the itinerary.
- Select the service you wish to book (additional baggage...) and click to 'submit'.
For more information, please refer to the Additional services section of the Ancillary — Seat selection and additional baggage article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To issue service documents:
- Expand the segment containing the added service to view the status. If the status is marked as HN, click on the PNR at the top of the reservation screen to refresh the status.
- Once the status of the service is HN, proceed to click 'Issue Documents', which will allow you to pay for the service.
For more information, please refer to the Additional Services section of the Ancillary — Seat selection and additional baggage article on the dedicated Knowledge Centre page on Quantas Agency Connect.
To add a booking to the queue;
- Open the PNR on the reservation screen and click the folder icon located at the top of the screen.
- Fill in the details: queue number, category, target OfficeID and date then click to 'submit'.
For more information, please refer to the Add PNR to queue section of the Add/retrieve PNR to/from queue article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To view or retrieve bookings from queue;
- On the reservation screen, click on 'Office Queues' under the toolbox.
- Click in the folder that you wish to view, depending on the category you require.
- Once clicked, you will see a list of PNR's that are on the queue.
- Click the PNR number to retrieve the booking on the reservation screen.
For more information, please refer to the View and retrieve bookings from queue section of the Add/retrieve PNR to/from queue article on the dedicated Knowledge Centre page on Qantas Agency Connect.
To retrieve a booking:
Option One: Search by PNR reference
- On the reservation screen, add your PNR reference number in the search field under the toolbox and click the 'Search' icon.
Option Two: Advanced Search by Passenger Details
- On the reservation screen, click on 'Advanced Search' below the toolbox.
- Utilise both 'Search by Reservation' and 'FLX Advanced Search' to retrieve the booking.
For more information, please refer to the Search and retrieve bookings section of the Flight Search and Booking article on the dedicated Knowledge Centre page on Qantas Agency Connect.
| Warning/error message | Explanation |
| No fares found for booking class – try other options |
The pricing error occurs in two scenarios:
|
| PNR {0} currently being Updated - please Retry again |
This error occurs when updating a PNR after:
|
| Unable to find any QF flights for the requested city pair (No SB response) | When shopping, if there are no schedules available for Qantas flights on the specified route, the system will display the message: "No schedules available for this route." |
| No inventory. Schedule Available | When shopping, if the schedules for Qantas flights are available but there is no inventory, the system will indicate that there are schedules present but no inventory is available for booking. |
| No fares available for the requested flight | If no Qantas fares are available for the requested routes or flights, the system will notify that there are no fares available for booking on Qantas for the specified routes or flights. |
| Error response from Qantas CAP Service. Code: 401, description: No customers or too many customers found matching criteria. | During shopping, if an invalid Qantas Frequent Flyer Number or name has been provided, the system will prompt an error indicating that the entered Qantas Frequent Flyer Number or name is invalid. |
| Traveller count or type is different from the Offer; run a new Search to generate a new Offer. | If the traveller count or type differs from the initial offer, the system requires running a new search to generate a new offer with the correct parameters. |
| Document issuance failed. Root cause: Passenger: Title Given Surname Base amount time limit has expired on YYYY-MM-DDTHHSS. Please reprice and store. | When attempting to issue a ticket, if the Price Guarantee Ticketing Time Limit has expired, a reprice is necessary to proceed with the ticket issuance. |
| Document issuance failed. Root cause: Passenger: Title Given Surname Ticketing time limit has expired on YYYY-MM-DDTHHSS. | When attempting to issue a ticket, if the Ticketing Time Limit has expired, a reshop is required to proceed with the ticket issuance. |
| Orders with waivers are subject to audit. Please refer to the Qantas Commercial Policy for Conditions and Ticket Information to avoid an ADM | The following warning message will be returned when a waiver type of 'AdcolChangeFee' is sent with a waiver code. |
| Document number ######### could not be retrieved.. | When the Booking Agent (TIDS) receives the order from the Ticketing Agent (Consolidators) via Queue 4, they can retrieve the order but are unable to view the ticket details. |
Fares and pricing using the portal
Qantas Distribution Platform portal team can assist with any fares and pricing queries you may have when using the Qantas Distribution Platform portal.
If you have a query relating to an incorrect fare calculation, please complete the contact us form, and our support team will get back to you.
If you have a query relating to missing discounts or commission offers, please complete the contact us form, and our support team will get back to you.
Cancellations and refunds using the portal
When using the Qantas Distibution Platform portal, you may cancel or refund your customer's booking, please refer to Issuing, refunding, retaining for credit or voiding tickets article.
Portal technical issues
For support with any Qantas Distribution Platform portal technical issues, please contact the support team who will get back to you as soon as possible.
If no results are displayed when searching for flights, please complete the contact us form, and our support team will get back to you.
For any processing issues regarding payment, please complete the contact us form, and our support team will get back to you.
If your technical issue is relating to a portal page that is not loading, please complete the contact us form, and our support team will get back to you.
For all other technical issues, please complete the contact us form, and our support team will get back to you.