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Frequently Asked Questions

1. Have Qantas flights resumed?

Qantas has today announced that it will resume services between Europe and Australia.

2. What flights will operate today?

From London to Australia TODAY 21 April 2010

QF8232 London to Sydney via Singapore scheduled to depart at 1205 local time
QF8230 London to Melbourne via Hong Kong scheduled to depart at 1220 local time

NB: A call out is in place to re-book passengers on these services. Again, priority will be
given to those with special needs (elderly and people with young children) or those with
extenuating circumstances. Please do not travel to the airport if you have not been called by
reservations to confirm you on either of these flights.

From Asia to London/Frankfurt TODAY 21 April 2010

QF8205 Singapore to Frankfurt scheduled to depart at 2320 local time
QF8209 Singapore to London scheduled to depart at 2305 local time
QF8201 Bangkok to London scheduled to depart at 2320 local time
QF8231 Singapore to London scheduled to depart at 2359 local time

QF8229 Hong Kong to London scheduled to depart at 0735 local on Thursday 22 April.

NB: Passengers currently stranded in these Asian ports will travel. Passengers are being
advised directly.

There are no services from Australia to London/Frankfurt operating today 21 April.

From Australia to London/Frankfurt TOMORROW 22 April

QF9 Melbourne to London scheduled to depart at 1530 local time
QF5 Sydney to Frankfurt scheduled to depart at 1550 local time
QF31 Sydney to London scheduled to depart at 1615 local time
QF1 Sydney to London scheduled to depart at 1700 local time
QF29 Melbourne to London scheduled to depart at 2300 local time

NB: Customers originally booked on these flights are confirmed for travel.

Again, customers that were booked on cancelled flights are advised not to proceed to the
airport. Qantas will endeavour to contact you to rebook you on next available services.

2. How will I be processed now flights are back operating?

Qantas is still urging all customers to reconsider any non-urgent travel to Europe.

We will be in touch with passengers when we have certainty over flights. Passengers will be
rebooked on the next flight with available seats. Customers will also be able to defer travel
to a later date (within 12 months) or will be offered a full refund.

We can advise at this time that there is no seat availability on scheduled services to Europe
until early May.

3. Is Qantas operating any additional services?

As at: 1330 hrs EST 21 April 2010

 Qantas is exploring the opportunity to operate supplementary flights to reduce back loads.

Again all updates will be provided on qantas.com in the first instance.

4. My friend/family/colleague has just been confirmed on a flight? Why haven’t I?

Qantas will rebook passengers as seats and flights become available. As flights are heavily
booked through to early May, there are limited seats to rebook passengers.

Rebooking passengers is a progressive process and Qantas will be in contact directly to

rebook you as soon as we can.

Qantas is processing passengers in order of special needs. Priority customers are the
elderly and those with infants or young children.

Customers are still advised not to travel to airports until they have received confirmation,
either via Qantas.com or from being directly contacted by the airline, that they have been
confirmed for travel on a QF flight.

5. What about customers with expenses as a result of the flight disruptions?

Customers are understandably anxious about the costs incurred due to flight disruptions.

For passengers affected by flight disruptions who have not been placed in Qantas
accommodation, Qantas will reimburse expenses for accommodation, meals and incidentals
accompanied by receipt of up to $300 AUS per day per booking. Bookings of more than
three passengers may be supplemented up to $100 per passenger per day.

Claims will be processed by Customer Care - customercare@qantas.com.au

Qantas requests customers are patient in processing claims, due to the large number of
passengers affected by the incident.

6. Where can I get the most accurate and up to date information about my flight?

qantas.com is the best source of information for ALL passengers. We will also contact you
where we can.

7. Will I get a refund from Qantas if I cancel my flight?

Qantas is providing a full refund and fare waiver for all affected passengers.

8. What is the situation with accommodation for passengers?

Qantas continues to advise passengers not to travel to the airport and stay where they are
until they have official confirmation their flight has been rescheduled.

Qantas will continue to support customers to secure accommodation where they are unable
to do so themselves.

As at: 1330 hrs EST 21 April 2010