Waiver Policy for Customers Affected by the Grounding of Malev Hungarian Airlines 04 February 2012
Due to the grounding of Malev Hungarian Airlines, the following Qantas marketed and Malev Hungarian Airlines operated flights will cease operations:
• QF3979 – Frankfurt to Budapest
• QF3980 – Budapest to Frankfurt
The following options are available to Qantas customers holding a valid ticket issued on/before 03 February 2012 who are affected by the grounding of Malev Hungarian Airlines.
For customers holding a Qantas (081) issued ticket :
Passengers may, without fee:
• Re-route/Re-book travel
- Reroute to/from Budapest via London using British Airways (BA) flights between Budapest and London, and Qantas/British Airways flights between London and Singapore/Australia;
- For customers needing to travel between Budapest and Frankfurt, or if via London option is not available, Re-book travel between Budapest and Frankfurt using Lufthansa (LH) flights.
- If above options are not available, Re-route to/from Budapest via Helsinki using Finnair (AY) between Budapest and Helsinki, connecting onto Qantas marketed and Finnair operated flights between Helsinki and Singapore (QF3874/QF3875);
- Return to the origin port via the most direct routing using Qantas (including Qantas marketed and British Airways operated) flights.
• Change Destinations. The value of the existing ticket can be used towards the purchase of a new ticket. If the new fare is more expensive than the existing ticketed fare, the fare difference is payable by the passenger. Applicable surcharges, fees and taxes may apply.
• Retain the value of the ticket in credit for future travel within 12 months from the original ticketed date of departure. If the new fare is more expensive than the existing ticketed fare, the fare difference is payable by the passenger. Applicable ticket surcharges, fees and taxes may apply.
• Refunds
For customers who have commenced their journey a full refund of the affected sector(s) will be available
For customers who have not commenced their journey a full refund will be available
Conditions
• All changes must be made prior to the original ticketed departure.
• New travel dates must be within ticket validity.
• Re-booking on Qantas (QF), British Airways (BA) and Finnair (AY) flights - If the same booking class is not available, the lowest booking class within the same cabin may be booked (eg within Business or Economy cabin)
• Re-booking on Lufthansa (LH) flights - Customers ticketed in Business cabin must be re-booked in Z class and subject to availability. Customers ticketed in Economy cabin must be re-booked in S class (If S class is not available, V class may be used);
• Qantas will not be responsible for paying any other costs or expenses such as hotel or other ground operator fees arising due to events beyond our control, unless required by applicable laws.
• All other rules and conditions of the ticket remain unchanged.
• Refunds requests must be submitted no later than 31 March 2012.
For customers holding a ticket issued by another carrier (non-081) except Malev Hungarian Airlines (182)
Passengers may, without fee:
• Re-route/Re-book travel
- Reroute to/from Budapest via London using British Airways (BA) flights between Budapest and London, and Qantas/British Airways flights between London and Singapore/Australia;
- Return to the origin port via the most direct routing using Qantas (including Qantas marketed and British Airways operated) flights.
For customers holding a ticket issued by Malev Hungarian Airlines (182) :
Passengers who have not commenced travel should refer to Malev Hungarian Airlines. If customers are able to make their own arrangement to join their ticketed Qantas marketed and operated flights (eg. QF5 and QF6), Qantas will be uplifting Malev customers holding (182) tickets for these flights.
For customers who have commenced travel, Qantas will uplift customers on their ticketed Qantas marketed and operated flights (eg. QF5 and QF6) only. Customers will need to refer to Malev Hungarian Airlines or the operating carrier for other ticketed segments where Qantas is not the operating carrier.
For customers with un-ticketed bookings :
For un-ticketed bookings, alternate routings can be rebooked subject to availability and tickets issued in accordance with fare conditions.
For customers on Frequent Flyer Award Tickets :
Passengers booked on Qantas flights (including Qantas codeshare flights operated by Jetstar) who are travelling on Qantas & Partner Classic Award and Qantas & Jetstar Any Seat Award tickets are entitled to the same options and conditions as listed above. Passengers on partner airline services are able to re-book or re-route subject to redemption seat availability only.