Important Message from Qantas for Ansett Passengers

1. Your first step is to check whether you are holding an Ansett ticket that can be used on Qantas.

Please note that an Ansett ticket can be either an electronic ticket or a paper ticket.

Q1.1 Can I use my Ansett ticket on a Qantas flight ?

A. IF YOU ARE AN ANSETT CUSTOMER WHO HAS COMMENCED YOUR JOURNEY AND YOU NEED IMMEDIATE ASSISTANCE TO RETURN TO YOUR FINAL DESTINATION, PLEASE GO STRAIGHT TO SECTION 2 BELOW.

If your ticket for travel on Ansett was issued by a travel agent, please contact them for advice about your ticket. If your ticket was issued by an airline other than Ansett, you will need to refer to the airline that issued your tickets to determine whether they can be 'endorsed' for travel on Qantas.

We will not be able to honour tickets issued by Ansett for Ansett flights. Alternative tickets will need to be purchased.

For tickets issued by Ansett for travel on Qantas flights, Qantas will accept your ticket if your original booking was made for travel on Qantas. We cannot unfortunately accept any tickets which were originally booked for travel on Ansett services and subsequently transferred (or 'endorsed') to Qantas flights.

Qantas has set up a Special Assistance Line in Australia to help Ansett customers. If you need help please phone Qantas in Australia on 13 22 23 (24 hours, 7 days) or your travel agent. Passengers not in Australia should contact their local accredited travel agent or Qantas office.


2. Ansett Customers Holding Tickets That Are Not Valid on Qantas

Q2.1 I have already used part of my ticket issued by Ansett and am stranded - can I use the remaining return Ansett flight to travel on Qantas ?

A. We appreciate the disruption you are facing. If you were due to fly on Ansett to your final destination up to and including Thursday 20th September 2001, Qantas will endeavour to take you to your final destination as shown on your Ansett ticket for this limited period subject to a seat being available. Please note that the travel on Qantas will be in economy class regardless of the class travelled on your original Ansett ticket.

If you were due to fly on an Ansett codeshare service operated by another airline, Qantas will unfortunately be unable to accept your ticket. You should contact the operating airline for advice about your flight plans.

As demand is expected to be high, we regret that we may not be able to satisfy everyone. If Qantas does not currently fly to your final destination, we will return you to the nearest Qantas port subject to a seat being available. This applies to both domestic and international travel.

Travel agents will not be able to assist you to make these changes. You must contact the Qantas Special Assistance Line on 13 22 23, see your local Qantas Travel Centre or go to the Customer Service Desk at the airport with your Ansett ticket or e-ticket receipt. Passengers not in Australia should contact their local Qantas office.

If you were due to travel to the final destination on your Ansett ticket from Friday 21st September 2001, you will need to purchase another ticket (see "Qantas Special Assistance Fares" section below). Please refer to your travel agent or call the Special Assistance Line set up by Qantas on 13 22 23.

If your ticket was issued by an airline other than Ansett, you will need to refer to the airline that issued your tickets to determine whether they can be 'endorsed' for travel on Qantas.

Q2.2 I hold a ticket issued by Ansett to travel on Ansett flights and have not yet started my journey - what should I do if I want to travel on Qantas ?

A. You will need to purchase another ticket. Qantas has made Special Assistance Fares available for passengers holding Ansett tickets (see "Qantas Special Assistance Fares" in Section 3 below). Please refer to your travel agent or call the Special Assistance Line set up by Qantas on 13 22 23.

Q2.3 I hold a ticket issued by Qantas to travel on Ansett flights and have not yet started my journey- what should I do if I want to travel on Qantas ?

A. Qantas is able to accept you for travel if you have a ticket for travel on Ansett issued by Qantas. As conditions may apply, you will need to contact a Qantas Travel Centre, Qantas Telephone Sales in Australia on 13 22 23 or your accredited travel agent for more information. Passengers not in Australia should contact their local accredited travel agent or Qantas office.

Q2.4 I am travelling on an international ticket not issued by Ansett or Qantas, which includes Ansett sectors for travel within Australia. Do I need to purchase another ticket for my travel in Australia ?

A. If your ticket was issued by an airline other than Ansett, you will need to refer to the airline that issued the tickets to determine whether they can be 'endorsed' for travel on Qantas.

Q2.5 Will my travel insurance cover the cost of any additional tickets or accommodation I now have to buy ?

A. This will depend on the terms and conditions of your particular policy. You will need to contact your insurance company directly.

Q2.6 Will I get a refund ?

A. You will need to check with the travel agent or airline that originally issued your ticket, or if you have travel insurance, with your insurance company. If you have paid using a credit card, you may wish to refer to the card issuer for further advice. If your ticket was issued by Qantas, please refer to the issuing office or Qantas Telephone Sales.

Q2.7 I have booked and paid to travel on Ansett, but have not yet received my tickets. What should I do ?

A. If your booking was made directly with Ansett, unfortunately you cannot fly on Qantas.

You will need to purchase another ticket (see "Qantas Special Assistance Fares" in Section 3 below). In Australia, please call the Special Assistance Line set up by Qantas on 13 22 23. Passengers not in Australia should contact their local accredited travel agent or Qantas office.

If your booking was made through an accredited travel agent or through another airline, please contact your travel agent or the airline you booked with for further advice about your tickets.

You may also wish to contact your travel insurance company, or if you paid by credit card, your credit card provider, for further advice about insurance or refunds.

Q2.8 Will Qantas Holidays accept Ansett Holiday Packages ?

A. Unfortunately this is not possible. Contact your accredited travel agent or Qantas Holidays in Australia on 131415 to make alternative arrangements. Passengers not in Australia should contact their local accredited travel agent or Qantas office.


3. Special Assistance Fares Qantas Is Offering To Ansett Ticket Holders

If your ticket is not valid for travel on Qantas, you will need to make alternative arrangements. Qantas is offering Special Assistance Fares, subject to seat availability, to assist passengers who are holding Ansett tickets and have not commenced travel. These fares are for both one way and return travel, however conditions apply so please contact a Qantas Travel Centre, Qantas Telephone Sales in Australia on 13 22 23 or your accredited travel agent for more information. Passengers not in Australia should contact their local accredited travel agent or Qantas office.

These Special Assistance Fares cannot be booked on our website. However during this period, all existing Qantas special fares are valid and available online. These include our special internet only 'red-e-deals' which may satisfy your needs.

Q3.1 Who qualifies for the Special Assistance Fares ?

A. You will only qualify for Special Assistance Fares if you currently hold an unused ticket for travel booked on Ansett flights. An unused Global Rewards Redemption ticket will also qualify you for the Special Assistance Fares.

Sector(s) listed on your unused Ansett ticket must match the sectors on the new Qantas ticket. However, Qantas will treat the following port combinations with flexibility: Brisbane, Gold Coast and Maroochydore; Launceston and Hobart; Proserpine and Hamilton Island; Ayers Rock and Alice Springs.

If you currently have an Ansett booking but do not have a ticket, you will not qualify for these fares.

Q3.2 What Special Assistance Fares does Qantas have for Ansett customers holding Ansett tickets ?

A. Special Assistance Fares (one way or return) are available for passengers currently holding Ansett tickets. These Special Assistance Fares are available for economy class travel on both domestic and international flights. Special Business Class fares are only available on selected international services.

All travel must be commenced and completed by 31 October 2001.

Q3.3 What conditions are involved with the Special Assistance Fares ?

A. Tickets will be non-refundable and other restrictions will apply, depending on travel details. Full details will be confirmed at the time of booking through your accredited travel agent, Qantas Travel Centre or through Qantas Telephone Sales in Australia on 13 22 23. Passengers not in Australia should contact their local accredited travel agent or Qantas office.

If you are rebooking with your accredited travel agent, please take your unused Ansett ticket (or itinerary receipt showing e ticket number) with you so that the Ansett ticket number can be quoted in your new Qantas booking. The same unused Ansett ticket (or itinerary receipt showing e ticket number) should be produced at the airport(s) to obtain a boarding pass(es).

Q3.4 How do I book the Special Assistance Fare ?

A. The Special Assistance Fare for domestic travel can be booked through your accredited travel agent, Qantas Travel Centre, Qantas Telephone Sales on 13 13 13 or at the airport. These fares cannot be booked online. Passengers not in Australia should contact their local Qantas office.

International Special Assistance Fares can only be booked directly with Qantas. Customers in Australia should call Qantas Telephone Sales on 13 13 13, see your local Qantas Travel Centre or book at the airport. These fares cannot be booked online. Passengers not in Australia should contact their local Qantas office.

Q3.5 Will children receive any discount on the special fares ?

A. Children and infant discounts will apply as usual for both Economy and Business class international Special Assistance Fares. However, discounts for children will not be available on the domestic Special Assistance Fares.

4. Golden Wing and Global Rewards Program

Q4.1 Will Qantas accept and honour my Ansett Global Rewards points ?

A. Ansett was not a partner of the Qantas Frequent Flyer program and unfortunately points cannot be redeemed for travel on Qantas and partner airlines.

Q4.2 Can my Global Rewards membership be transferred to a Qantas Frequent Flyer membership ?

A. Unfortunately membership cannot be transferred and you will need to join if you wish to become a member of the Qantas Frequent Flyer Program.

Q4.3 How do I join the Qantas Frequent Flyer program?

A. The fastest way is online. Otherwise please contact our Frequent Flyer Service Centre in Australia on 13 11 31, your local Qantas office or Qantas Travel Centre. Customers not in Australia should contact their local Qantas office.

Q4.4 If I join the Qantas Frequent Flyer program, how long will it take to process my membership ?

A. If you join online or over the phone you will be given a membership number that will enable you to access member benefits immediately. Your card and membership kit will be delivered in 4-6 weeks. If you join via mail or fax, your membership will be processed in 4-6 weeks. Please note that you only need to quote your membership number when making a booking or using our program partners.

Q4.5 Can my Golden Wing membership be transferred to a Qantas Club membership ?

A. Unfortunately membership cannot be transferred and you will need to become a member of The Qantas Club.


Q4.6 How do I join The Qantas Club program?

A. Please contact our Qantas Club Service Centre in Australia on 13 11 31. Customers not in Australia should contact their local Qantas office.

Q4.7 I have an Ansett Global Rewards redemption ticket for travel on an Ansett Partner airline. Is this ticket still valid ?

A. You will need to contact the Ansett Partner Airline concerned to check its validity.

Q4.8 Will Qantas honour upgrade certificates valid on Ansett ?

A. Unfortunately this is not possible.

5. Group Travel And Other Special Travel Needs

Q5.1 I am booked to travel as part of a Group on an Ansett flight?

A. Your Tour Leader should contact the airline or accredited travel agent that issued the tickets. If your tickets have been issued by Ansett for Ansett flights, Qantas will not be able to honour them. Please have your Tour leader call your accredited travel agent or Qantas Groups in Australia on 13 26 24 to see what alternative arrangements are available to your travel group. Groups not in Australia should contact their accredited travel agent.

Q5.2 I am holding a prizewinner ticket on Ansett. Can this be transferred to a Qantas flight ?

A. Unfortunately your ticket cannot be used on Qantas.


6. On the Day of Travel

Q6.1 Will my flight depart on time ?

A. There may be some changes to flight times for travel in Australia. It is best not to contact Qantas Telephone Sales to check your flight time. On your day of departure, the most up-to-date information is available by calling Qantas Flight Information in Australia on 13 12 23. You can also check this information online.

Q6.2 I have purchased the Special Assistance Fare from Qantas. What do I need to bring with me to the airport ?

A. Your unused Ansett ticket (or itinerary receipt showing e ticket number) must be produced at the airport(s) to obtain a boarding pass(es).

Q6.3 Do I need to check-in at the airport any earlier than usual ?

A. Our staff at airports around the world will be endeavouring to assist both Qantas and Ansett customers with their inquiries.

As a result of the extra demands on our staff and resources, operations are expected to be extremely busy. You may experience delays at the airport and so we recommend you arrive well in advance of your flight.


7. Other Questions

Q7.1 Will Qantas operate services that used to be operated by Ansett and its subsidiaries ?

A. Qantas will continue to operate its normal, regular scheduled services. We hope to be operating additional services wherever possible to assist with stranded passengers and to minimise inconvenience.

Important customer contact information In Australia

Qantas Telephone Sales - 13 13 13 (24 hours, 7 days)
Qantas' Special Assistance Line
for Ansett passengers - 13 22 23 (24 hours, 7 days)
Qantas Flight Information - 13 12 23 (24 hours, 7 days)
Qantas Holidays - 13 14 15 (7am-12 Midnight, 7 days)
Qantas Groups - 13 26 24 (9am-5pm, Monday - Friday)
Qantas Club - 13 11 31 (7am-7pm, Monday - Friday)
Qantas Frequent Flyer 13 11 31 (7am 7pm, Monday - Friday)