Qantas to offer cash refunds for COVID credits

The Qantas Group has confirmed it will remove the expiry date on COVID travel credits that were due to run out at the end of this year.

Following this decision, Qantas customers with COVID credits can request a cash refund, and Jetstar customers can use their COVID vouchers for flights, indefinitely.

Today’s announcement makes Qantas’ COVID credit policy one of the most flexible of any airline in the world, and it follows three prior deadline extensions. Some airlines have already expired their travel credits and many more run out completely at the end of this year.

To encourage more people to reconnect with their credits, from 4 September 2023 Qantas is offering double the standard number of Frequent Flyer Points for any flights booked with a Qantas COVID credit before 31 December 2023. Due to system limitations, Qantas COVID credit can’t be converted into a travel booking after this date, but can be taken as a refund at any time.

The Qantas Group will continue its regular reminders to those customers who still hold COVID credits, including emails, text messages, phone calls and advertisements. Qantas is also working with travel agents to coordinate refunds for travel not booked directly through the airline.

MESSAGE FROM ALAN JOYCE

Qantas Group CEO Alan Joyce is sending a message to customers holding COVID credits. You can view the message here. (Text of the video is included below).

ADVICE FOR CUSTOMERS

Qantas:

• Find your travel credit – Use the ‘Find My Credit’ tool on qantas.com
  Request a refund – Call 1300 668 885
• Use your travel credit – Visit qantas.com/travelcredit for specific advice based on your type of travel credit (most credits can be used online at qantas.com)
• For more help – Speak to our Travel Credit Concierge team on 1300 171 505. If your original booking was made through a travel agent or third party website, contact them directly.

Jetstar

• Find your voucher – Contact us via Live Chat
• Use your voucher – Visit Jetstar.com to book using your voucher (vouchers can be redeemed on all
• Jetstar fares, including sale and Club Jetstar fares, and on domestic or international trips)
• Check your available balance – Use the Voucher Balance Checker on Jetstar.com
• Extend your voucher – Jetstar customers can extend their vouchers indefinitely by contacting LiveChat or the contact centre after the voucher has expired.

If you’ve already booked travel with a Qantas COVID credit or Jetstar COVID voucher, you don’t need to do anything and there’s no change to your trip.