Qantas Airways - FAQ

Mar 1, 2012
Qantas Airways - FAQ
  • Qantas Airways - FAQ

    The Help Guide is maintained by milepoint members like yourself. If you find something that needs to be corrected, please do so. And if the Help Guide is missing information, please feel free to add it.


    Glossary(top)

    The following is a list of terms and acronyms that may often be used when discussing the airline, its frequent flyer and lounge programs:
    • QANTAS - Queensland And Northern Territorial Aerial Service
      • Commonly misspelt by Americans as Quantas - giving away both where you are from, and opening you up to instant criticism from Australian members of the forums.
    • Qantas Club - A paid membership program for the airline's network of lounges and lounge partners
    • Member classes
      The following short codes may be used in reference to their tier status within the QFF program
      • NB - Nothing Bronze
      • PS - Plebian Silver
      • QPNB - Qantas Pub Nothing Bronze
      • QPSC - Qantas Pub Plebian Silver
      • SG - Scum Gold
      • WP - W****r Platinum
      • WP1 - W****r Platinum One (a soon to be launched status level within the program)
      • CL - Chairman's Club/Chairman's Lounge member
    • ASA - Any Seat Award, one of the ways that your points can be exchanged for flights. YASA, JASA, FASA - Economy, Business and First class Any Seat Awards, respectively.
    • NGCI - Next Generation Check In - an automated process for domestic check-in, including acceptance and tagging of bags
    • NPPP - Neil Perry Party Pie ;) :p
    • QF - IATA airline code for Qantas
      • QFA is the ICAO code for QF
    • QFF - Qantas Frequent Flyer
    • QP - Qantas Pub, commonly used to refer to the Qantas Club (the airline lounge network of the airline), due to their free and wide selection of liquor, spirits, wines available.
    • SC - Status credit, the universal measure of loyalty on QFF

    Joining(top)



    Information on joining, costs and how to join for free can be found in becoming a member.

    Earning points(top)



    Full information on where and how you can earn points is located in our earning pages.

    Which airlines can I earn points on?
    In addition to Oneworld airline partners, QFF members can also earn points on a number of other airlines. For information on other airline earning partners, please refer to the Qantas website.

    Asummary of earning airlines and earning classes can be found in the airline earning table summary.

    Do I earn status credits with all non-Oneworld airline partners?
    No. Please refer to the airline earning table and our earning table summary for full details on which airlines and booking classes are eligible for status credits.

    Check-in(top)


    Domestic(top)


    Domestic customers can check-in via either;
    • Online check-in at the Qantas website
    • Online check-in via the Qantas mobile site (qantas.com.au/mobile)
    • At airport using;
      • Self-service kiosk, using either your passenger name reference (PNR), passport, credit card, or QFF member card
      • Special Q card "touch" poles if you have a Q-chip enabled QFF membership card at NGCI enabled ports
      • Service desk
      • Premium service desk for Business passengers, QFF Platinum and Gold members, Oneworld Emerald and Sapphire members
      • Qantas Club service desk for Qantas Club Members, Business passengers, QFF Platinum and Gold members, Oneworld Emerald and Sapphire members

    International(top)


    International customers can check-in via either;
    • Online check-in at the Qantas website
    • At airport using either;
      • Service desk
      • First Class counter for First passengers, QFF Platinum members, Oneworld Emerald members
      • Business Class counter for Business passengers, QFF Gold members, Oneworld Sapphire members
      • Qantas Club counter for Qantas Club Members
    If one of the above counters at your airport is not available, proceed directly to either a Qantas Club or Business Class counter.

    Domestic customers with international connection(s)(top)


    If your first sector is a domestic flight connecting to an international service, you can check-in using either;
    • Online check-in at the Qantas website
    • At airport using;
      • Self-service kiosk, using either your passenger name reference (PNR), passport, credit card, or QFF member card
      • Service desk
      • Premium service desk for Business passengers, QFF Platinum and Gold members, Oneworld Emerald and Sapphire members
      • Qantas Club service desk for Qantas Club Members, Business passengers, QFF Platinum and Gold members, Oneworld Emerald and Sapphire members
    Once you have checked-in and arrive at the airport - proceed directly to the International Connections counter OR a service counter relevant to your membership or tier status.

    DO NOT UNDER ANY CIRCUMSTANCES attempt to lodge your bag using the automated bag drop at an NGCI enabled port.

    Baggage(top)


    Domestic(top)


    Lodging your bags once checked-in

    Once you are checked-in AND attached either a paper baggage tag (from the self-service terminal) OR your electronic Q Baggage tag, you can proceed directly to an automated bag drop to lodge your baggage.

    If you are checking-in any baggage containing prohibited or restricted items, proceed directly to the service desk (or relevant premium service counter relevant for your membership or tier status).

    Allowances

    For information on domestic baggage allowances and excess charges, please refer to the Qantas website.

    Your allowance may change depending on the type of aircraft and destination, so please refer carefully to the QF website, your itinerary and tier Status Information for specific allowance information.

    Information on additional allowances for Qantas Club members and QFF/Oneworld tiers can be found in your relevant tier status information on the QFF website.

    International(top)


    Lodging your bags once checked-in

    Once you are checked-in, proceed directly to the service desk (or relevant premium service counter relevant for your membership or tier status) to lodge your baggage.

    Allowances

    For information on domestic baggage allowances and excess charges, please refer to the Qantas website.

    Your allowance may change depending on the destination, so please refer carefully to the QF website, your itinerary and tier Status Information for specific allowance information.

    Information on additional allowances for Qantas Club members and QFF/Oneworld tiers can be found in your relevant tier status information on the QFF website

    Baggage interlining(top)


    Qantas is very strict on enforcement of rules for baggage interlining.

    With Oneworld carriers, baggage will be interlined regardless of the number of complexity or number of itineraries (linked or not). Some conditions may apply to this.

    For non-Oneworld carriers, there are specific and strict limitations on baggage acceptance and interlining, especially when separate itineraries are involved.

    If you have any concerns on which carriers QF will allow your baggage to be interlined with and to which airport, please contact the QF Reservations Centre.

    Full technical information on QF's baggage interlining policy can be found via the QF Agents Website.

    Lounges(top)


    Qantas has three lounges, two for domestic services (Qantas Club, Domestic Business Lounge) and
    two international (Qantas Club/International Business Lounge, International First).

    All lounges have a full service desk, with trained agents who can assist with your travel and related needs.

    Your membership or tier status determines which lounges you can access, when you can access them, and who and how many people you can bring with you.

    What services are available(top)


    Depending on the location, you can generally expect to find the following facilities:
    • Club service desk for helping you with flight or connection issues
    • Latest generation Apple computer workstations (dual boot for both Windows and OSX)
    • Power points and computer tables for keeping your devices charged
    • Free photocopying, local faxes and local telephone calls
    • Latest local and national newspapers and publications
    • Personal messaging service
    • Self-service cold buffet with options appropriate to the time of day, snacks, coffee, tea, hot chocolate
    • Bar (either self service or staffed) offering drinks inc. soft drinks, alcohol and wine/spirits

    Clubs at larger ports may also offer;
    • Complimentary wireless access
    • Barista coffee service until 11am
    • Meeting rooms for hire
    • Showers, including toiletries
    • Self-service hot buffet

    Which lounge can I access(top)


    Due to the complexities of the lounge access grid, you are best referring to the Eligibility and access page on the Qantas Club website to determine;
    • which lounges you can access,
    • when you can access them, and
    • who and how many people you can bring with you.
    A summary of the lounge access rules has been included in the overviews below of each lounge.

    Qantas Club(top)


    QF operates a network lounges known as the Qantas Club, available in most Domestic and major International ports. In international ports or terminals, it may also be referred to as the International Business Lounge.

    Lounge access is provided to paid members and their guests, QFF Platinum and Gold passengers and their guests, travellers in Business Class, and members of Oneworld airline programs holding Sapphire or Emerald status.

    Guest access is subject to lounge rules and capacity.

    In some ports, lounges will be associated lounges operated by or in cooperation with a Oneworld partner, another airline or the airport authority.

    In select international business lounges, you may also find dining options offered at the Grand Bar during lunch and dinner, including a selection of champagnes on offer.

    Full information on Qantas Club is available from the Milepoint Wiki.

    Domestic Business lounges(top)


    In addition to the Qantas Club, Domestic Business Lounges are available in selected major Australian domestic ports.

    In selected lounges, access to these lounges is reserved for QFF Platinum members and their guests, travellers in Business Class, and members of Oneworld airline programs holding Emerald status.

    Guest access is subject to lounge rules and capacity.

    First class lounges(top)


    QF also operates First Class lounges at selected major International ports, either on its own or in partnership with a Oneworld carrier.

    Its International First lounges at Sydney T1 and Melbourne T2 are the carrier's flagship lounges, offering an unparalleled level of personal service, all day dining, relaxation services and high class amenities.

    Your First Lounge concierge can also arrange additional services on your behalf, from airport transfers, flowers, hotel rooms, sourcing information, and any other reasonable requests.

    Access to these lounges is reserved for QFF Platinum members and their guests, travellers in First Class, and members of Oneworld airline programs holding Emerald status.

    Guest access is subject to lounge rules and capacity.

    Where guests are travelling in Qantas First Class, they will often be contacted by telephone in advance of their departure to arrange any special requirements, as well as scheduling any spa treatments in ports where this is offered.

    On board(top)


    Travel classes(top)


    QF planes operate both full service Economy and Business class, in addition to Premium Economy and First Class on selected routes.

    Full information on travel classes and service offerings is available from the travel classes page on the QF website.

    Seat maps are also available from the seat maps section of the QF website.

    Entertainment and communication(top)


    Services available vary across the type of aircraft being flown. As a minimum, in-flight audio and a video service by overhead/projected screen is available.

    Audio channels will include a range of popular, top 40 and classic music, jazz, comedy and business programming. Ethnic related programming may also be provided on select routes.

    On newer craft, on demand video and audio is available through a personal screen in all classes of travel.

    Appropriate children's programming and/or activity packs are always available.

    No audio channel is available to listen to ATC communications.

    Meal requests(top)


    Requests for special meals and dietary requirements can be accommodated before booking. These preferences can either be stored permanently in your QFF profile, by your travel agent, when booking via either internet or phone, or by calling the QF Reservations Centre in advance of your flight.

    Further information on requesting special meals and what is available can be found in the following QF special meals FAQ.

    Aircraft(top)


    QF operates a wide range of aircraft, including;
    • Airbus A380
    • Boeing 747-400/400ER
    • Airbus A330-200//300
    • Boeing 767
    • Boeing 737-400/800
    • Boeing 717
    • Bombardier Dash 8
    Seat maps are also available from the seat maps section of the QF website.

    Contacts(top)


    For questions and service you can contact the following numbers:

    CountryPhone
    Australia13 11 31
    New Zealand0800 101 500
    Worldwide+61 (3) 9658 5302


    Local contact numbers and addresses are available in numerous countries and can be found via the QF website.

    Baggage services(top)


    A full list of Australian and international baggage services numbers is available from the QF website.