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Qantas Group ‘Fly Well’ when flights resume

May 19, 20204 minute read
Qantas Group Fly Well

Enter the Qantas Group ‘Fly Well’ as the airline prepares for the resumption of flights as service restrictions are eased. ‘Fly Well’ covers a range of measures introduced to ensure a safe travel environment and give extra peace of mind. These include masks on board, hand sanitising stations and enhanced aircraft cleaning. In addition, bookings will have more flexibility so travellers can plan with confidence.

These well-being improvements will give peace-of-mind to Qantas and Jetstar passengers when domestic travel restrictions are eased.

Qantas Group Fly Well

The ‘Fly Well’ program consolidates temporary measures already in use by the Qantas Group, including on repatriation flights from virus hot-spots. They represent a combination of best-practice medical advice and feedback from customers.

….. From the early rescue flights we operated right into Wuhan and then more recently bringing Australians back from places like the US and Europe, we have a lot of experience at creating a safe cabin environment for passengers and crew. Qantas Group CEO Alan Joyce

Rolling out from 12th June, the key measures at each point of the journey will be:


  • Information sent to all customers before they fly, so they know what to expect.
  • Contactless check-in (via online/app)
    • self-serve bag drop is strongly encouraged, including use of Q Bag Tags.
  • Hand sanitising stations at departure gates.
  • Temporary changes to Qantas Lounges, including
    • increased physical distancing,
    • hand sanitising stations,
    • enhanced disinfection of surfaces
    • adjustments to food and drink service.
  • Working with airports on other safeguards in the terminal, including
    • regular disinfection of security screening points
    • installing hygiene screens at airline customer service desks, wherever practical.

On board

  • Masks provided to all passengers on each flight
    • while not mandatory from a safety point of view, wearing them is recommended.
  • Enhanced cleaning of aircraft with a disinfectant effective against Coronaviruses, with a focus on high contact areas
    • seats, seat-belts, overhead lockers, air vents and toilets.
  • Sanitising wipes given to all passengers
    • wipe down seat belts, trays and armrests
  • Simplified service and catering
    • minimised touch-points for crew and passengers.
  • Passengers asked to limit movement around cabin, once seated.
  • Sequenced boarding and disembarkation to minimise crowding.

Hospital-grade air filters on board

Hospital-grade HEPA filters are fitted with into the air conditioning systems of all Qantas and Jetstar aircraft. These remove 99.9% of all particles, including viruses. Air inside the cabin is refreshed on average every five minutes during flight.

All airline employees must follow strict personal hygiene protocols, for the benefit of themselves and others.

All passengers are asked to download the Australian Government’s COVIDSafe app.  This improves the ability of health authorities to contain the spread of Coronavirus. In-line with public health advice, anyone with cold and flu like symptoms should stay at home.

….. The data shows that actual risk of catching Coronavirus on an aircraft is already extremely low. ……….. Social distancing on an aircraft isn’t practical the way it is on the ground, and given the low transmission risk on board, we don’t believe it’s necessary in order to be safe. The extra measures we’re putting place will reduce the risk even further. Qantas Group Medical Director, Dr Ian Hosegood

A review of the Fly Well program after its first month of operation, will consider customer feedback and medical advice.

Improved flexibility for customers

Customer research shows 98 per cent of frequent flyers are planning their next trip once restrictions lift. Qantas and Jetstar have introduced more flexibility in booking to aid planning.

Domestic :

  • Qantas or Jetstar Australian domestic flight booked between 21st May and 30th June 2020, for travel between 12th June and 31st October 2020
  • One time fee waiver on change of travel date.
    • Customer is liable for any fare increase (if relevant) for the new booking.

International flight credit extension:

  • Additional flexibility is provided for international bookings (excluding Trans-Tasman).
  • For existing Qantas or Jetstar international flight booking, for travel between 1st August and 31st October 2020,
    • Cancel the booking and retain the full value as a flight credit.
    • Request flight credits by 30th June 2020
  • Travel credits are valid for booking and travel across domestic and international services by 31st December 2021.
  • Jetstar credit vouchers allow up to two years to travel from issue date.
    • Customer is liable for any fare increase (if relevant) for the new booking.
  • For flights cancelled by the airline:
    • Re-booking on the next available flight
    • No additional cost.
    • Alternatively, customers can choose a flight credit or a refund.

For more information visit Qantas and Jetstar websites.

Qantas Group Fly Well

# COVID-19, flying safe, Qantas, travel health
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