Find out when and how to request a refund for a Qantas flight ticket:
Qantas, Australia’s national airline, has a refund policy that depends primarily on the type of fare purchased, the method of booking (with cash or Qantas Points), and the reason for the cancellation. Unlike a cancellation initiated by the airline itself, a voluntary cancellation by the passenger (for personal reasons such as illness, an incident, a wedding, a job interview, or a death) does not automatically entitle you to a full refund. This guide covers the essentials you need to know:
Types of Qantas refunds
With Qantas, canceling a flight can result in two different outcomes depending on your ticket’s fare conditions:
A flight credit:
the value of the ticket is retained for future use. When redeeming it, any change fees associated with the original fare, as well as any price difference, remain due.
A refund : How to get your money back
if the fare conditions allow it, Qantas will refund the value of the ticket for unused flights, plus applicable taxes, after deducting any cancellation and service fees. If the fare does not allow for a refund, only the unused taxes will be refunded.
The type of refund available and its amount therefore depend entirely on the fare class booked (Economy Sale, Saver, or Flex; Premium Economy; Business; or First), and not on a universal rule applicable to all tickets.
Fares eligible for a refund in the event of a voluntary cancellation:
When a passenger cancels their flight themselves, prior to departure, for personal reasons, the rules vary depending on the fare class:
| Cabin / Fare | Refund Policy |
Typical fees |
|
Economy Sale (lowest fare) |
Generally non-refundable, or refundable with high fees depending on the route. | Often several hundred Australian dollars, or no refund at all. |
| Economy Saver | Refundable, minus a cancellation fee |
Intermediary Fees |
|
Economy Flex |
The most flexible option in Economy class; refundable; reduced or even no fees, depending on the route |
Low or no fees |
|
Premium Economy (Sale / Saver / Flex) |
Follows the same upward trend as the Economy | Varies depending on the sub-rate |
| Business et First | Generally the most flexible; refunds are often possible with little or no fees on the highest-priced fares. |
Varies depending on the sub-rate. |
Please note: The exact amounts of change and cancellation fees vary depending on the route and booking period, and may be revised by Qantas at any time. The only reliable way to find out the exact terms and conditions of your ticket is to review the fare rules displayed at the time of booking, or to check your ticket in the “Manage Booking” section of the official website.
Tickets booked with Qantas Points (Reward Tickets)
If your reservation was paid for with Points (Flight Reward) and the trip has not yet begun, a cancellation fee in Points generally applies, after which the Points and taxes will be credited back to your account. For mixed bookings (Points Plus Pay), the terms depend on the underlying fare: check your booking details in your Qantas Frequent Flyer account to find out the applicable fees.
Special case: Within 24 hours of purchase
For tickets purchased in the United States (in accordance with U.S. Department of Transportation regulations), a passenger may cancel their reservation and receive a full refund at no charge within 24 hours of ticket issuance, provided the purchase was made at least seven days before the scheduled departure of the first flight. This specific rule does not apply in the same way to reservations made from other countries, where Qantas’s general “Same day, no mistake” policy applies: in the event of a booking error on qantas.com, flight details can be corrected free of charge until midnight on the day of purchase, though a fare difference may apply.
Situations where a refund is guaranteed (Cancellation by Qantas)
Regardless of the fare type, a refund (or compensation) is due when:
- Qantas cancels the flight and cannot offer a satisfactory alternative;
- A significant delay forces the passenger to cancel their trip;
- There is a significant schedule change and no acceptable alternative is offered;
- The passenger misses a Qantas connecting flight despite having a confirmed reservation;
- Qantas is unable to transport the passenger despite a confirmed reservation (overbooking, denied boarding).
In these cases, the refund is equal to the fare paid if no part of the ticket has been used, or to the difference between the fare paid and the fare that would have applied to the portion of the trip actually taken if the ticket was partially used. Compensation for expenses (meals, transportation, lodging) may also be provided depending on the duration of the delay and Qantas’s liability for the incident, as well as additional compensation depending on the applicable jurisdiction (Australian consumer law, New Zealand law, or European regulations for flights departing from the EU/UK, which may entitle you to compensation of up to €600 depending on the distance and the delay).
How to request a refund from Qantas:
Follow these steps:
Step 1: Check the ticket conditions. Before taking any action, review the fare type of your reservation and its cancellation policy, either directly in the “Manage Booking” section or on the Qantas fare types page.
Step 2: Cancel the reservation online. Go to Manage Booking, enter your reservation reference and last name, open the “Flights” section, then click the red “Cancel/Voucher” button. The system will then offer the option to create a flight credit or request a refund, depending on what the fare conditions allow.
Step 3: Submit a refund request. If the cancel button is grayed out, or if you cannot manage the reservation online (ticket issued by a travel agency, reservation that includes a hotel, etc.), contact your local Qantas office or customer service.
Step 4: Refunds for delays, cancellations by Qantas, or overbooking. Use the claim form specifically for compensation and refund requests, available on the official website.
Step 5: Follow-up. Once the request has been processed, a confirmation email will be sent. If you have not received a refund within four weeks, we recommend contacting customer service again via the contact form.
Processing Times
Qantas states that it processes refund requests on a first-come, first-served basis and reports that 90% of refunds are processed within one week. However, depending on the original payment method and the processing times specific to each financial institution, this timeframe may be longer; some third-party estimates suggest it could take up to 20 business days in certain cases. Refunds are always issued via the same payment method used at the time of purchase.
Qantas customer service contact information
For any requests for assistance, refunds, or to follow up on a case, Qantas provides the following numbers:
– From Australia: 13 13 13
– From overseas: +61 2 8222 2439
Frequently Asked Questions:
Q: Can I cancel my Qantas flight and get a full refund?
A: It depends entirely on the fare you purchased. An Economy Flex ticket or a flexible Business/First fare generally allows for a refund with little or no fee. An Economy Sale ticket is usually nonrefundable or subject to high fees; in which case, only unused taxes may be refunded.
Q: Do I have 24 hours to cancel for free after booking?
A: This rule officially applies to tickets purchased in the United States, in accordance with U.S. DOT regulations, provided you booked at least seven days before departure. Outside the United States, the “Same Day, No Mistake” policy applies: it allows you to correct a booking error until midnight on the day of purchase, but does not guarantee an automatic full refund.
Q: How long does it take for Qantas to issue a refund for a ticket?
A: Qantas states that it processes 90% of requests within one week, but the actual processing time may vary depending on the bank and payment method, with some cases taking several weeks. If you haven’t heard back after four weeks, it’s advisable to contact customer service again.
Q: What happens if my flight is canceled by Qantas itself?
A: In this case, a full refund (or a partial refund if the ticket has been partially used) is due if no satisfactory alternative is offered, in addition to any necessary expenses (meals, lodging, transportation) and compensation in accordance with applicable law.