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What to do if border closures affect your airline plans

Published: (Updated: ) in Australian News by .

Sydney’s growing COVID cluster is threatening the open status of a number of state borders, prompting many to wonder what their options are if holiday flights are cancelled.

Sydney's growing COVID cluster is threatening the open status of a number of state borders, prompting many to wonder what their options are if holiday flights are cancelled.

Western Australia has ordered a mandatory two-week quarantine order for anybody who arrives in the state from NSW, effective from midnight last night.

Almost all other states have restricted their conditions to just residents of Sydney's Northern Beaches, who have been ordered to quarantine.

Here's how the airlines are handling the evolving situation:

READ MORE: Northern Beaches declared national hotspot in Australia-first



Qantas has issued a plea on social media and its website for passengers who are not travelling within the next 14 days not to call its contact centre.

Instead, they are requesting that customers change their flights or request to receive a flight credit in lieu via their online portal here.

"If we've cancelled your Qantas flight, we'll rebook you on the next available flight to your booked destination (if possible), at no additional cost to you," the airline said on its website.

READ MORE: Border crackdown: Full breakdown

"Alternatively, you can choose a flight credit or a refund. You won't be charged any change or cancellation fees. We'll be contacting anyone whose flight has been impacted as soon as possible."

Qantas advises that flights booked through a third-party website such as Webjet, or a travel agent, to contact them directly.

"We're receiving a lot of calls as a result of the current situation in NSW," Qantas said.

"If you're not travelling within the next 14 days, please don't call the contact centre. You can change or put your flight in credit via Manage Booking."

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Virgin is directing those who wish to change their flights to their online coronavirus customer hub.

For domestic bookings made between 21 April 2020 and March 31 2021, Virgin will waive applicable fees for those who change dates or destinations.

If you are cancelling a flight due to COVID-19 reasons, defined as government border or entry restrictions or mandatory quarantine requirements that impact your ability to travel, Virgin is asking passengers to fill out a Travel Cancellation Request Form.

READ MORE: Victoria tightens borders with NSW, permit system introduced

Future credits to be used on later flights are also being used.

A full breakdown on Future Flight credits can be found here.

The Tigerair brand has been discontinued and customers who held credit or upcoming bookings with the airline will receive a credit to the full value of their booking to be used with Virgin Australia for travel until 30 June 2023.

READ MORE: Get tested for coronavirus if you have been to these NSW venues

Tigerair is one of the airlines which flies the Boeing 737 planes in Australia.


Rex has advised customers to contact them via their online form, which you can find here.

"If a flight has been cancelled by Rex, the passenger is entitled to a refund, credit or transfer to the next available flight. Please contact our Customer Contact Centre on 13 17 13," Rex says on its website.

For voluntary cancellations of tickets, a refund is only permitted in accordance with the airline's fare rules, which can be found here.

You can get up-to-date information from the Federal Government's Coronavirus Australia app, available on the App Store, Google Play and the Government's WhatsApp channel.

Beyond Blue's Coronavirus Mental Wellbeing Support Service is a 24/7 service free of charge to all Australians. Visit the site here or call 1800512348

For coronavirus breaking news alerts and livestreams straight to your smartphone sign up to the 9News app and set notifications to on at the App Store or Google Play.

The information provided on this website is general in nature only and does not constitute personal financial advice. The information has been prepared without taking into account your personal objectives, financial situation or needs. Before acting on any information on this website you should consider the appropriateness of the information having regard to your objectives, financial situation and needs.

Source: 9News

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