QF mandates customer data

QANTAS has updated its travel agent terms and conditions, with changes including a formal requirement that all relevant customer information - including mobile number and email - is “passed onto Qantas in the format prescribed”.

The new T&Cs were published just before Christmas, and became effective on 20 Dec 2017.

The agent’s Pseudo City Code (PCC) must also now be included in any booking, the updated document confirms, to inform QF of where the agent is located.

The revised Qantas agent Terms and Conditions include a new section on ‘Sale and ticketing of Qantas products’ which restricts agents to only sell, ticket and distribute fares in the country where their PCC is domiciled.

With all fares - not just QF specials - the terms and conditions confirm that agents must “take all reasonable steps to ensure the customer is eligible to be sold the relevant fare” - and if a Qantas fare or special is sold in contravention of the new clauses, the carrier will be “entitled to compensation from the agent equivalent to the amount of the difference between the ticketed airfare and the highest airfare applicable to the class in which the customer was booked”.

Other changes include a new requirement that agents do not inhibit a customer’s ability to book and confirm a QF product.

If a reservation system, website, online booking tool or other system is experiencing technical difficulty then the agent must promptly inform Qantas and also take all reasonable steps to rectify the issue as soon as possible, the document states.

Any use of the QF Industry Sales Site, or any marketing, selling or ticketing of Qantas, “will constitute agreement and acceptance” of the new T&Cs, according to qantas.com/agents.