Cover is excluded for COVID-19. See the latest developments here on COVID-19 Travel Alerts and the global do not travel issued by DFAT on the 18th of March.
Airlines and Accommodation Policy Changes – Coronavirus 2019-nCoV Outbreak
Issued 5:00pm AEDT, 4th February 2020
Please note: This information is prepared as a supplement to other travel alerts related to the Coronavirus 2019-nCoV. We have taken reasonable efforts to ensure accuracy at time of issue, but have no control over policy changes by the listed companies below, after this post is issued. Always validate this information by visiting the links we provided below, or contacting your relevant travel providers.
Major Airlines Flying Australia – China Routes
Airlines / Agents
Overview of Policy Change and Relevant Links
Customers with bookings between 9 February and 29 March will be contacted by our Customer Service team to discuss their travel options. These options will also apply to customers travelling to or from mainland China on other carriers who hold a separate Qantas ticket for travel within Australia or to New Zealand.
Customers who no longer wish to travel have the option to rebook their flight, cancel their ticket and retain its value in credit, or cancel their flights for a full refund. Change and cancellation fees will not be charged to these customers. Contact your original booking agent for assistance.
Bookings between February 9 and March 29
Rebooking and Cancellation:
Tickets issued on or before January 24
All tickets with a ticket number beginning with "999" (including mileage award tickets) for Air China operated flights or CA-coded codeshare flights
Tickets Handling Rules
1. Free refund - Any eligible tickets as defined above can be refunded through the original booking channels within the validity period of the ticket and no cancellation processing fees will be charged.
2. Itinerary alteration - The itinerary of the above-mentioned tickets cannot be altered. It is recommended that passengers apply for a full refund and book new tickets.
3. Flight alteration Any tickets for cancelled flights between mainland China and Australia, Vietnam or Singapore can be altered, within the ticket validity period, to another flight before June 30, 2020 (inclusive). No alteration processing fee, subclass price difference or seasonal price difference will be charged. For alterations to flights after July 1, 2020 (inclusive), no alteration processing fee will be charged, but subclass price difference and seasonal price difference will be charged.
The above free refund and free alteration rules only apply to the first refund or alteration request. For subsequent requests, the ticket's conditions of use apply.
Cancellation and Refund
Waive on cancellation, and refund charges (irrespective of fare type) No-show passenger is not eligible for the waiver
Rebooking/ rerouting charges will be waived on conditions that: Such requests are made on/before March 31 and before departure, for travel with Cathay Pacific/Cathay Dragon confirmed bookings arriving to or departing from Mainland China between January 28 and March 31. irrespective of fare type
Revised (NEW) travel date must be on/before 30 June 2020 and subject to flight availability. In which case, the ticket expiry date will be adjusted accordingly
Tickets Issued on/before February 3, arriving to or departing from Mainland China between February 3 and March 31
Refund: free refund service
Tickets with ticket number beginning with 880 or 895. Apply for refund before flight departure. During the validity period of the ticket, passengers can voluntarily refund their tickets to the place where they purchased
Rebooking: free change service expect seasonal flight fare difference
Tickets with ticket number beginning with 880. The rebooking flights dates are limited to before June 30 (inclusive June 30)
If purchased before midnight on Jan 28 and flight departure date after, and including January 28
If purchased before 0:00 AEDT on Feb 1
Flight Centre will not charge any cancellation or amendment fees for customers with existing bookings to China. All major airlines with routes to Mainland China, Hong Kong and Taiwan have also issued waiver policies for flights booked prior to the outbreak