Qantas and Jetstar will no longer require its customers to spend their unused flight credits by the end of the year, following months of public backlash. The expiry date of travel credits has now been scrapped altogether, and in some cases, you can even request a full refund.
The move comes after Qantas CEO Alan Joyce, Jetstar CEO Stephanie Tully and Group Corporate Affairs Executive Andrew McGinnes were hilariously grilled at a Senate hearing earlier this week. The group were two wings short of a plane, revealing that they had covered up $100 million in unused Jetstar flight credits. That’s on top of the $370 million Qantas has already confirmed they owe customers.
That same hearing saw Labor senator Tony Sheldon put pressure on Joyce, following reports that Qantas was the most complained-about company in Australia.
“So the board has made no comment, raised no issues about the fact the company is at its lowest in the eyes of the Australian public?” asked Senator Sheldon.
“Senator, you’re making a whole series of points that are just incorrect,” Mr Joyce replied.
“The critical question is, Mr Joyce, yes or no, has the board raised with you the issues I’ve just raised about your performance and the company when it’s become the most discredited company in Australia,” Senator Sheldon again pressed.
“The board do not see it the way you’re seeing it, senator, because the facts that you’re raising are wrong,” Mr Joyce said.
Qantas claims that their announcement today makes them one of the world’s most flexible airlines in terms of pandemic-related travel vouchers. Plus, to encourage more people to utilise their credits, Qantas is extending their double points offer on travel credit bookings. Frequent flyers can earn double Qantas Points on travel credit bookings from 4 September 2023, for bookings made before 31 December 2023.
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Qantas CEO Issues Video Message
Earlier this morning, Qantas Group CEO Alan Joyce appeared via video message to reassure customers that their travel credits will never expire.
“If you have a Qantas Covid credit, you can request a cash refund at any point in the future,” says Mr Joyce
“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.”
How To Use Or Refund Your Travel Credit
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. Following this decision, Qantas customers with credits can also request a cash refund, while Jetstar customers can extend the life of their vouchers indefinitely.
Qantas Travel Credit FAQs
How do I find my Qantas Travel Credit?
If you’ve lost your travel credit, use the Qantas Find My Credit tool.
How do I request a refund?
Qantas advises that customers wishing to “discuss a refund” should give the support team a call at 1300 668 885.
How do I use my Qantas Travel Credit?
While most travel credits can be redeemed on the Qantas website, for more specific advice, visit the Qantas Travel Credit page.
I’m stuck and need more help. Who do I contact?
Call Qantas’ dedicated 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 Travel Voucher FAQs
How do I find my Jetstar Travel Voucher?
If you’ve lost your travel credit, reach out via Jetstar Live Chat.
How do I check the balance of my Jetstar Travel Voucher?
If you aren’t sure how much your travel credit is worth, use Jetstar’s Voucher Balance Checker.
How do I use my Jetstar Travel Voucher?
Visit Jetstar.com to book using your voucher, which can be used as payment for all Jetstar fares, including sale and Club Jetstar fares, and on both domestic and international trips.
My Jetstar Travel Voucher is about to expire. Can I extend it?
Jetstar customers can extend the validity of their vouchers indefinitely via Jetstar Live Chat, after the voucher has expired.
