Qantas Freight - Operational Update 16:45 9th October 2023

Monday, October 9, 2023

This information was last updated at 1645 on 9 Oct 2023.

Over the weekend of 7-8 Oct 2023, our operations teams have cleared several tonnes of freight, primarily for our larger customers. We're on track to clear the backlog in Brisbane by 11 Oct 2023. In Melbourne and Sydney, volumes are substantially higher and therefore clearance is expected to continue into next week. Collections over the weekend have made space for additional consolidation with specific location mapping, and over 200 bypass units were ready for collection today. Sydney's Terminal 3 has now cleared more than 50% of the backlog and Terminal 1 continues to process bulk shipments, and is expected to meet the target of 100% clearance by 19 Oct 2023. As Melbourne had a backlog prior to cutover, their recovery is on track to be cleared by 21 Oct 2023.

Terminal teams are continuing to working around the clock to process the freight backlog. At the same time, we're trying to keep more recent freight arrivals moving through our terminals without delay. A large number of bypass units are ready for collection and customers are being contacted directly if this applies to their freight. Any cargo requiring a breakdown is taking a little extra time as we focus on reducing bypass units.

Please note that import freight arriving in the last few days may be ready for collection earlier than freight held up by the backlog.

What we've done
Our highest priority is to continue to clear the backlog, prioritise urgent freight and return to normal operations. The remediation plans include:

  • Increasing dedicated resources in critical areas across all shifts
  • Deploying and embedding technical support in major terminals
  • Implementing manual processes where necessary to maintain data integrity
  • Securing external resourcing to supplement our operation teams to assist with tarmac staging, location mapping, consolidation and loading tasks
  • Operating 24/7 wherever possible, and implementing additional safety measures to facilitate overnight work
  • Creating extra airside staging and bulk delivery areas in Sydney and Melbourne
  • Leveraging Qantas Group assets to spread distribution
  • Prioritising uplift and clearance of time-sensitive lifesaving, valuable and vulnerable freight, and
  • Stabilising the system with multiple upgrades.

Contacting us

We're experiencing high call volumes and giving priority to time-sensitive medical, perishable, vulnerable or valuable freight. If you need urgent assistance for these commodities, please call us on 13 12 13. Otherwise, please send your query through our Contact Us section.

Dangerous goods

  • All shipments categorised as Dangerous Goods require additional checks and may be delayed. For customers who can select a flight at booking, please lodge 2 hours earlier to allow for checks.
  • For any non-critical DG shipments, consider delaying lodgement to minimise disruption.

Domestic shipments

Bookings

  • New bookings can be made online at qantasfreight.com and existing bookings can be updated, amended or cancelled via Manage booking.
  • Please make sure you've made a booking online before you arrive at the terminal as customers without a booking may face delays.

Lodgements

  • Customers can continue to lodge as normal at our domestic terminals.
  • There may be some delays with check-in, with some steps continuing to be manual.
  • We understand notifications are still being impacted.
  • Questions? Contact us to receive your unique Reference Number, or if Q-Go Priority shipment and within 6 hours of departure, please call our Customer Support team on 13 12 13.

Collections

  • Customers should check our website for updates on when freight will be available for collection as some notifications may be delayed.
  • We recommend you check online before arriving at the terminal to avoid possible extended wait periods.

International shipments

Bookings

  • New bookings can be made online at qantasfreight.com after logging into your account.
  • Existing bookings can be updated, amended or cancelled via Manage shipments.

Export lodgements

  • To mitigate mishandled freight, please lodge all general shipments for bypass shipper-loaded and loose freight 2 hours earlier than normal lodgement times.
  • Any storage fees which may apply due to delayed processing will be waived. Fees will apply for freight being lodged from 29 Sep 2023.
  • All Fresh and Perishable shipments should be lodged as normal to protect the shipment, as cool room access may be unavailable for extended periods.

Import collections

  • Our major international terminals in Brisbane, Melbourne and Sydney are experiencing extended processing delays.
  • Priority is being given to urgent freight and we're extending our hours of operation in selected ports to expedite clearance wherever possible.
  • Any storage fees which may apply due to delayed processing will be waived. Fees will apply for freight being lodged from 29 Sep 2023.
  • Questions? Contact us to receive your unique Reference Number, or if your shipment is a Q-Go Priority or Perishable shipment, please call our Customer Support team on 13 12 13.

International transhipment

  • Due to import delays, some tranship freight will need to be rebooked on later flights.
  • This applies to shipments transiting through to an Australian domestic port, or to another overseas port.
  • We are rebooking all freight impacted by missed connections to a suitable flight and will advise customers of the updated booking details once confirmed.

Other carriers

  • As Qantas Freight manages cargo for other carriers, import and export freight travelling on their services will be impacted by the delays.
  • Any storage fees which may apply due to delayed processing will be waived. Fees will apply for freight being lodged from 29 Sep 2023.
  • Questions? Please contact the relevant carrier for updates, or Contact us?to receive a unique Reference Number. If the freight is an urgent medical shipment, please call our Customer Support team on 13 12 13.
  • The Qantas Freight Sales team is unable to assist with queries relating to other carrier shipments.???

Invoicing

Domestic Freight and International Terminal Service Fees invoicing will be delayed for shipments since system cut over on 24 Sep 2023.

We'll provide further updates on when you can expect these invoices.