Qantas has launched a new ‘Find My Credit’ function on its website to help travellers locate and redeem more than $400 million in postponed airfare bookings made during the pandemic.
More than $2 billion in credits were issued by Qantas during the pandemic as travellers opted to stay at home rather than take pre-booked trips impacted by closed international and interstate borders as the virus took hold around the world.
Some airfares were changed many times due to border uncertainty that lasted two years as Qantas’ booking system struggled to deal with mass service cancellations and an influx of customers changing their bookings and making services unviable.
Currently, the amount remaining in credit with Qantas consists of around $250 million in bookings made directly with the airline and $150 million in bookings managed by travel agents and other third parties. The new credit search tool can find bookings up to three years old.
The majority of funds (62%) being held by Qantas are for $500 or less, while a further 23% are for values between $500 and $1,000. The remaining 15% are for values from $1,000 and higher.
To find their credit, travellers can log-on to the Qantas website to access the new tool, which works by entering the original booking reference, even if the funds have since been converted to a credit or a Qantas Pass.
After adding the flyer’s surname and email address as verification, the system will search for credits and provide information on how the funds can be redeemed. Qantas customers with Jetstar credits can also use the tool to locate their credits with the low-cost arm.
Travel agents can locate credits by entering original ticket numbers and their agency details.
The Flying Kangaroo is incentivising travellers further by renewing calls for travellers to redeem their postponed and non-refunded airfares, with bookings needed to be made by the end of 2023 but eligible for travel until the end of 2024.
Travellers redeeming credits before 31 July will also be eligible for double Qantas Frequent Flyer points. Qantas also operates a dedicated help line for travellers with specially trained staff available to help find old bookings.
Qantas Group Chief Customer Officer Markus Svensson said the airline was acutely aware of the complexities involved in managing a plethora of airfare credits for up to three years.
“We’ve made a number of improvements to our systems along the way and that’s clear from the amount of credit that has already been claimed,” Svensson said.
“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.
“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.
“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.”
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