As Australian domestic and trans-Tasman travel restrictions are expected to ease, many of us are getting excited at the thought of a holiday. To ensure you can book and travel with confidence, the Qantas Group is introducing a range of new measures, which will be available once normal domestic travel resumes.

The health and safety of our customers and employees is, and always has been our highest priority. Our new Fly Well program brings together a number of new and existing wellbeing measures to give you peace of mind as you prepare to travel. These include:

Pre flight

  • Information sent to all customers before they fly, so they know what to expect.
  • Contactless check-in (via online/app) and self-serve bag drop, including using Q Bag Tags.
  • Social distancing at boarding and disembarking to minimise crowding.
  • Self scanning of boarding passes.
  • Hand sanitising stations throughout the terminal and at departure gates.
  • Temporary changes to Qantas Lounges, including increased physical distancing, hand sanitising stations, enhanced disinfection of surfaces and changes to food and drink service.
  • Regular disinfection of security screening points and installing hygiene screens at airline customer service desks.

Onboard the plane

  • Enhanced cleaning of aircraft with a focus on high contact areas.
  • Masks will be provided to all passengers – while these are not mandatory from a safety point of view, they are recommended to be worn for everyone’s peace-of-mind. Customers can also bring their own mask if they would prefer.
  • Sanitising wipes given to all passengers to wipe down seat belts, trays and armrests themselves, if preferred.
  • Simplified service and catering to minimise touchpoints for crew and passengers.
  • Passengers asked to limit movement around cabin, once seated.
  • Our people are trained to follow strict personal hygiene protocols.

Once onboard the aircraft, the risk of inflight transmission is extremely low.

The air conditioning systems of all Qantas and Jetstar aircraft are already fitted with hospital-grade HEPA filters, which remove 99.9% of all particles including viruses. The air inside the cabin is also refreshed every few minutes, ensuring the highest possible quality of cabin air.

The configuration of the aircraft, including the seats and galley, also act as a natural barrier, and people are not seated face to face.

To ensure you can book with confidence, we are introducing further flight flexibility.

Domestic Australia
Customers can book any Qantas or Jetstar Australian domestic flight between 21 May and 30 June 2020, for travel between 12 June 2020 to 31 October 2020 and we will waive the change fee one time if you decide to change the date of your travel. When you’re ready to rebook, you’ll need to cover any fare increase in your new booking.

International flight credit extension
We have also introduced further flexibility for customers with international bookings. Customers with an existing Qantas or Jetstar international flight booking (excluding Trans-Tasman), for travel between 1 August and 31 October 2020 who wish to change their plans, can cancel their booking and retain the full value as a Qantas flight credit or Jetstar credit voucher. Flight credits must be requested by 30 June 2020 and are valid for booking and travel by 31 December 2021. Jetstar credit vouchers allow up to two years to travel from issue date.

In the instance that your flight is cancelled by us, we will rebook you on the next available flight to your booked destination, at no additional cost to you.  For more information on booking changes and other options click here.

We want to reassure you that every member of the Qantas and Jetstar team is committed to looking after your wellbeing when you travel.

We all need something to look forward to, and with these changes, we hope you can get excited about travelling with us again.

Warm regards,

Stephanie Tully
Qantas Group Chief Customer Officer

At the airport
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At departure gates
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Onboard the aircraft
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Fly Well with the COVIDSafe app
We encourage all Australian residents to download and activate the COVIDSafe app. The app helps quickly contact people who may have been exposed to the virus. It’s easy, it’s secure and will give you extra reassurance when travelling.
Download the app