QANTAS changes its passenger disruption policies

QANTAS changes its passenger disruption policies

Effective 09 March 2020, QANTAS will change the way it handles the assistance it gives to passengers in times of disruption. The new policy for its “Customer Disruption Management Standards” will apply when flight disruptions have occurred as a direct result of weather or Air Traffic Control (ATC) incidents.  When a disruption has occurred due to weather or ATC outside of the airline’s control, QANTAS will no longer be providing one night’s accommodation.

According to QANTAS this policy change will be aligned with the industry norm. The carrier is recommending now in its updated “conditions of carriage contract” that passengers have adequate travel insurance to cover weather and ATC related disruption. There is no change to the airline’s policy when disruptions are within the carrier’s control. In this instance QANTAS will still help with accommodation, meals and ground transport as required. The new policy applies to all passengers including top tier customers such as Platinum, Platinum One and Chairman’s Lounge.

Exceptions to this new policy

There are exceptions to this policy including “unaccompanied minors” (UMNR) and “vulnerable customers”. Furthermore, accommodation will still be provided where boarding has already closed for the delayed or cancelled flight. This also extends to customers that have travelled on the disrupted flights, such as diversions and ground/air returns even if it is for weather or ATC.

For flights departing from London, QANTAS will provide compensation and assistance based on “European Union Delay and Cancellation Policy”. This policy should remain in effect until the transition period of the United Kingdom’s departure from the EU ends on 31 December 2020. Departures from Canada will the “Canadian Delay and Cancellation Policy” applied in the event of flight disruptions.

Travel Welfare Cards

“Travel Welfare Cards” in the form pre-paid VISA cards will be provided for flight delays that are within the carrier’s control. For delays of 2 to 4 hours it will be AUD 15.00/USD 10.00/GBP 10.00 and for delay of 4 to 6 hours it will be AUD 20.00/USD 15.00/GBP 15.00. For flights departing from London, QANTAS will provide compensation and assistance based on “European Union Delay and Cancellation Policy”. This policy should remain in effect until the transition period of the United Kingdom’s departure from the EU ends on 31 December 2020. Departures from Canada will the “Canadian Delay and Cancellation Policy” applied in the event of flight disruptions. There will be no change to the normal operating hours of airport lounges, however the closing time may be extended in line with the new departure time of a delayed flight.

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