Cancel Qantas: Easy Method

What is Qantas

Overview

Qantas is Australia’s largest airline and a member of the oneworld alliance, operating domestic and international services including flights to and from New Zealand.

It sells tickets directly (website, app, contact centre) and via travel agents; different rules can apply depending on how you booked.

Qantas operations in New Zealand

Qantas services in New Zealand follow Qantas policies plus any applicable New Zealand consumer protections.

Local support includes an Auckland sales desk at the international terminal and Qantas customer service channels for direct bookings.

How to cancel Qantas

Via mobile app

• Open the Qantas mobile app and go to "Trips" or "Upcoming Flights".
• Select the trip you want to cancel, then choose "cancel" and follow prompts to select Flight Credit or refund where available.
• Note: some functions (for example cancelling an upgrade request) may not be available in the app even when visible on the website.

Via website and contact centre

• Go to qantas.com and open Manage Booking; retrieve the booking using your booking reference and last name.
• Click "cancel/voucher" and choose between Flight Credit or refund depending on your fare rules.
• If you booked by phone or through an agent, contact the booking agent or Qantas contact centre for cancellation assistance.

What happens when you cancel

Access and booking status

After cancellation you will see the booking status updated in the app and on qantas.com under Manage Booking.

If you requested Flight Credit, a credit voucher will be issued according to the fare rules and displayed in your account.

Options after cancellation

• Refund to original form of payment when permitted by fare rules or Conditions of Carriage.
• Flight Credit (voucher) option when offered by the booking flow and when allowed by the ticket fare.
• If booked with a travel agent, refunds are processed through the agent under agent rules and timing.

Will I get a refund?

When refunds apply

Qantas will provide a refund if it cannot carry you as booked (cancellation, significant schedule change, downgrade, or missed connection attributable to the carrier).

Refunds equal the unused value of the fare, less any applicable fees, taxes and carrier charges, under the Conditions of Carriage.

Exceptions and agent tickets

• Direct bookings: you may be eligible for the 24-hour free cancellation if you are a Qantas Frequent Flyer, added number at booking, booked directly and the booking is less than 24 hours old with first flight ≥30 days away.
• Agent-issued tickets (Qantas 081): refunds follow fare rules and Conditions of Carriage; refunds must be applied within 13 months of ticket issue.
• Processing times: agents must refund within 4 weeks after receiving funds from Qantas; typical processing time averages ~15 business days once Qantas releases funds.

Qantas plans and pricing

Membership options

The Qantas Club membership plans and renewal options have NZ-dollar pricing and include lounge access and guest privileges depending on the plan.

Flexible membership is available as an auto-renewing digital option billed every 28 days.

Pricing notes

All listed prices include NZ GST. From 11 December 2025 some prices and fees change and four-year options are removed for new joins.

See the table below for current NZ pricing and features.

Notes: From 11 December 2025, join-fee increases to NZ$149; 1-year rises to NZ$799; 2-year to NZ$1,499; flexible remains NZ$99/28 days.

Your consumer rights in New Zealand

Statutory protections

New Zealand consumer law and the Civil Aviation Act 1990 may provide remedies beyond airline policy for cancellations and significant schedule changes.

These statutory rights can include the right to a refund or re-routing when the carrier cannot deliver the contracted service.

Using Conditions of Carriage

• Qantas references NZ statutory rights in its Conditions of Carriage; if a policy falls short of law, NZ law may provide stronger protections.
• If you believe statutory rights apply, request the remedy in writing and reference the Conditions of Carriage plus NZ consumer law.
• For details see Qantas Conditions of Carriage: Qantas Conditions of Carriage (NZ)

Customer experiences

Positive feedback

Some travellers report smooth experiences with lounge access and helpful assistance when cancellations were needed, especially for complex itineraries.

Positive reviews note effective handling of round‑the‑world itineraries and support for refundable situations.

Common complaints

Many negative reports cite slow or unresponsive customer service, difficulties modifying bookings, and long waits for refunds.

Recurring issues also include IT and booking system failures, problems after data updates, and cancelled reward seats that are hard to rebook online.

Documentation checklist

Before you cancel

• Booking reference (PNR), passenger full name and contact details.
• Fare rules or ticket type information (refundable, non-refundable, eligible for Flight Credit).
• Qantas Frequent Flyer number if you want the 24-hour cancel protection applied.

For refunds and claims

• Proof of purchase (ticket receipt or card statement) and original form of payment details.
• Any correspondence from Qantas about the cancellation or schedule change.
• If booked through an agent, keep the agent’s contact details and booking paperwork.

Common mistakes

Booking channel errors

Example: assuming a refund or 24-hour right applies when the booking was made via an agent rather than directly with Qantas.

Always check whether you booked directly or through an agent - the available remedies and timelines differ.

Refund and timing mistakes

Example: expecting an immediate refund after Qantas approval; agent-issued refunds can take weeks as funds move through agents.

Also avoid cancelling upgrades or ancillary items in the app when those functions only appear on the website.

Comparative recap

At-a-glance comparison

Key takeaways

• Direct bookings via qantas.com or the app may qualify for the 24-hour free cancellation when conditions are met.
• Agent bookings follow different timelines and must be handled through the issuing agent.
• Use the website for the most complete set of cancellation options; the app is convenient but may omit some functions.

After cancelling

What to expect next

Check Manage Booking and your email for confirmation of the cancellation and the outcome (refund or Flight Credit).

If a refund is due, allow processing time appropriate to how the ticket was issued and the payment method used.

Helpful links

• Manage Booking / cancel flights: qantas.com Manage Booking - Cancel Flights
• 24-hour cancel policy (direct bookings): Cancel for any reason - Qantas
• Conditions of Carriage (NZ): Qantas Conditions of Carriage (NZ)
• Refund policy for agent-handled tickets: Qantas Refund Policy (Agent tickets)

Address

Primary office

Qantas Airways c/- Qantas Sales Desk Auckland International Airport, Departures Level, Opposite Counter 55, Auckland 2022, New Zealand.

The airport sales desk is the primary Qantas office for local in-person assistance in Auckland.

Alternative contact

If you cannot visit the sales desk, contact Qantas via the website Manage Booking or the Qantas contact centre for help with cancellations and refunds.

When booked through a travel agent, the agent is often the first point of contact for refunds and ticket changes.