Qantas Fly Well Program
Qantas and Jetstar will roll out a series of wellbeing improvements to give peace-of-mind in preparation for domestic travel restrictions easing.
Key measures at each point of the journey will be:
- 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 strongly encouraged, including use of Q Bag Tags.
- Hand sanitising stations at departure gates.
- Temporary changes to Qantas Lounges, including increased physical distancing, hand sanitising stations, enhanced disinfection of surfaces and adjustments to food and drink service.
- Working with airports on other safeguards in the terminal, including regular disinfection of security screening points and installing hygiene screens at airline customer service desks, wherever practical.
- Masks provided to all passengers on each flight – while not mandatory from a safety point of view, they are recommended to be worn in the interests of everyone’s peace-of-mind.
- Enhanced cleaning of aircraft with a disinfectant effective against Coronaviruses, with a focus on high contact areas – seats, seatbelts, overhead lockers, air vents and toilets.
- 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.
- Sequenced boarding and disembarkation to minimise crowding.
In addition, 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. Air inside the cabin is refreshed on average every five minutes during flight.
All airline employees are required to follow strict personal hygiene protocols, for the benefit of themselves and others.
All passengers are encouraged to download the Australian Government’s COVIDSafe app as part of improving the ability of health authorities to contain the spread of Coronavirus. In-line with public health advice, anyone with cold and flu like symptoms should stay at home.
Improved flexibility for customers
Customer research shows 98 per cent of frequent flyers are planning their next trip once restrictions lift. To help improve flexibility as travel restrictions are steadily adjusted, Qantas and Jetstar are introducing more flexibility from today.
- Domestic: Customers can book any Qantas or Jetstar Australian domestic flight between 21 May and 30 June 2020, for travel between 12 June and 31 October 2020, and we will waive the change fee one time if you decide to change the date of your travel. Customers will have to cover any fare increase (if relevant) for the new booking.
- International flight credit extension: Further flexibility has been introduced for international bookings (excluding Trans-Tasman). Customers with an existing Qantas or Jetstar international flight booking, 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 flight credit. Flight credits must be requested by 30 June 2020 and are valid for booking and travel across domestic and international services by 31 December 2021. Jetstar credit vouchers allow up to two years to travel from issue date. Customers will have to cover any fare increase (if relevant) for the new booking.
No authority is required for Australian domestic bookings as the fare rules have been adjusted to allow one free date change. For International bookings, please refer to the Commercial Policy – Change Fee Waiver for Qantas International (excluding Trans-Tasman).
Customers are advised to defer their travel plans if they are displaying cold and flu symptoms. For bookings impacted due to a customer feeling unwell, visit Commercial policy for unwell customers.