Qantas is making it easier for would-be travellers to access refunds on unused flight credits born from pandemic-era cancellations.
The airline is launching a new tool, ‘Find My Credit', with the hopes of reuniting Aussies with more than $400 million worth of unused vouchers.
It’s also doubling the Frequent Flyer points offered to customers booking flights with COVID credits between now and 31 July 2023.
Eligible customers will receive the double points eight weeks after travel.
“The majority of the COVID credits we hold can be converted into refunds but we can’t do it automatically as the credit cards used for the purchase as far back as 2019 may have expired,” said Markus Svensson, Qantas chief customer officer.
“We’d obviously like customers to use their COVID credit to fly with us, but if they’d prefer a refund, we’re putting additional processes in place to help with that.”
The Qantas group issued around $2 billion worth of COVID credits amid border closures beginning in March 2020.
Of the remaining balances, 62% are valued at less than $500 and 23% are worth between $500 and $1,000.
Remaining balances must be used ahead of a 31 December deadline. Travellers have until December 2024 to set off on trips funded with COVID credits.
“Qantas has one of the most flexible COVID credit policies of any airline, including among our global peers, and we’ve extended the booking expiry date three times,” Mr Svensson said.
How to get a refund for Qantas flight credits
The national carrier believes 80% of unused COVID credits can be refunded through its newly-streamlined process.
Customers who booked directly through Qantas can call the airline’s travel credit concierge team if they wish to request a refund.
Meanwhile, if they booked through a travel agent, they should contact the agent directly to request their refund.
Customers who aren’t eligible for a refund are still encouraged to contact the airline to discuss their options.
Do I have a Qantas COVID credit?
If you’re not sure if you have a COVID credit with the airline, you can access Qantas’ new ‘Find My Credit’ portal.
There, the airline will ask for your original booking details and surname or email address.
It will then email the details needed to redeem any credit vouchers from bookings up to three years old.
The tool can also be used to locate lost Jetstar vouchers.
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