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Qantas push for more customers to reunite with COVID credits

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The Qantas Group is pushing customers who have COVID-era travel credits to use them to book a vacation before the deadline of December 31, 2023. Travel is permitted until December 20, 2024.

The initiative coincides with the introduction of a new customer tool called “Find My Credit,” which can discover reservations that are up to three years old and may have undergone many revisions as a result of the pandemic’s numerous waves of border alterations.

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The majority of the $2 billion in COVID credits given by the Qantas Group came from the March 2020 border closures that resulted in a wave of widespread flight cancellations for which no airline system was prepared.

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This figure continues to drop each week as more customers claim their credits. For Qantas customers in Australia the figure now stands at just over $400 million, comprised of around $250 million in bookings made directly with Qantas and $150 million in bookings made through travel agents and other third parties. As a further incentive, Qantas customers who book a flight using a COVID credit between today and 31 July 2023 will receive double Frequent Flyer points.

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HOW TO USE THE ‘FIND MY CREDIT’ TOOL

Find My Credit is a web-based tool accessed via qantas.com. It allows customers to search for COVID credits using their original booking reference that is up to three years old, even if it has been reissued or converted to a Qantas Pass.

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By putting in their original booking details and surname or email address, the system will search for their credit and automatically email the detail they need to redeem their credit to the address on file.

HOW TO CLAIM DOUBLE POINTS

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Qantas customers who book flights using their credits before 31 July will be eligible for double Qantas points.

To access the double points promotion, customers will need to register at www.qantas.com/au/en/frequent-flyer/member-offers/double-points-travel-credits.html and book an eligible flight with a QF flight number. Double points will be awarded from eight weeks after travel.

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HOW TO REQUEST A REFUND

If customers have made a booking directly through Qantas, they can call us on 13 13 13 to request a refund. it will also email customers who have made a booking directly with Qantas over the coming weeks to remind them how to access a refund if they prefer.

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If a booking was made through a travel agent, customers should contact the agent directly to request a refund. Customers with COVID credits who do not have the option of a refund but whose circumstances have changed and who are no longer able to use their credit are also encouraged to contact Qantas to discuss a refund.

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