The Qantas Group will remove the expiry date on Covid-related travel credits that were due to run out at the end of this year, the Australian carrier announced on Thursday (31 August).
Qantas customers with Covid credits related to bookings up to and including 30 September 2021, can now choose to use credits to book travel until 31 December 2023 or request a cash refund. Meanwhile, customers of its low-cost subsidiary Jetstar will be able to use Covid vouchers for flights indefinitely.
Beyond 31 December 2023, Qantas Covid credits won’t be directly convertible into travel and can only be refunded, “due to system limitations”, the carrier said in a statement.
The carrier added that it is “working with travel agents to coordinate refunds” for travel not booked directly through the airline, but warned customers “may only be paid the amount that Qantas received from the agent for that booking”.
In a video message to customers, outgoing CEO Alan Joyce said: “These credits and vouchers will never expire. We’re doing this because we’ve listened.
We know the credit system was not as smooth as it should have been. And, while we’ve improved it recently, and extended the expiry date several times, people lost faith in the process. We hope this helps change that.”
From 4 September the carrier will also offer double the standard number of Frequent Flyer Points for any flights booked with a Qantas Covid credit before 31 December 2023.