Coronavirus: Qantas offers free flight cancellations

Passengers can now cancel all Qantas domestic and international bookings for travel until May 31, and fly at a later date.

By Chris Chamberlin , March 16 2020
Coronavirus: Qantas offers free flight cancellations

Qantas passengers booked onto all domestic and international flights departing until May 31 2020 now have the option of cancelling their trip for any reason, even when booked on an inflexible fare.

While cash refunds are not being provided unless permitted under normal fare rules, passengers will be able to retain the full value of their booking as a credit voucher which can be used towards the purchase of a future trip, with any normal change fees also waived.

This applies to both existing bookings, and new bookings made by March 31 2020.

“We understand that some customers would prefer not to travel at the moment,” said Qantas Group Chief Customer Officer Stephanie Tully.

“We have removed the standard change fees, where it applies, and are giving customers the option to cancel their flight and receive a travel voucher that can be used anywhere on our network at a later date,” Tully adds.

Here’s what you need to know.

Free changes for existing Qantas bookings

If you’ve already made a Qantas (or Jetstar) flight booking for a domestic or international flight departing on or before May 31 2020, you’re now able to cancel that booking without incurring a fee.

The total amount paid for your booking will be held as a voucher, which you can spend on future travel. This applies even if the flights you originally purchased did not permit changes or cancellations.

To be eligible, the cancellation of your flights must be processed by March 31 2020.

Flight vouchers provided for Qantas cancellations will be valid from 12 months from the date the cancelled flights were originally purchased, and can be used towards a new domestic or international flight anywhere in Qantas’ network.

That means you’ll need to both book and travel before the voucher expires.

Vouchers from cancelled Jetstar flights must instead be spent within six months of the cancellation being actioned – not six months from the date of original purchase – and can be used for travel within 12 months of the new booking date.

How to cancel your Qantas or Jetstar flight

Qantas passengers can request this via the Mange Booking section of the Qantas website. Open your booking, click “cancel”, then click “voucher”. Jetstar passengers can follow similar steps via the Manage Booking section of Jetstar’s own website.

However, passengers who booked flights via a travel agency – whether a traditional agent, or an online agency such as Expedia – must instead contact that agency to cancel.

These options are in addition to any entitlements provided under normal fare rules: so if your ticket type permits a full refund upon cancellation, this remains available.

If your booking was made on or after March 10 2020, you have even more flexibility as to when your flight is cancelled, as below.

Flexibility for new Qantas bookings

To help ease the uncertainty of making new travel plans amid the evolving coronavirus situation, Qantas and Jetstar are also offering free cancellations on flight bookings made between March 10 and March 31 2020 (inclusive), for travel before May 31 2020.

However, unlike the cancellation rules for bookings made prior to March 10 as above, these cancellations do not need to be actioned by March 31 2020 to be eligible. They can instead simply be processed before travel.

This applies to all domestic and international flights operated by both Qantas and Jetstar.

Where flights are cancelled and converted into a voucher, the same time frames apply as for older existing bookings, with Qantas vouchers being valid for 12 months from the original booking date, and Jetstar vouchers being valid for six months from the date of cancellation.

Tully reminds that “travel restrictions are being introduced by governments to contain the spread of the Coronavirus, not because of the risk of contracting the virus on a flight.”

“Medical experts, including Australia’s Chief Medical Officer and the World Health Organisation, continue to advise that it continues to be safe to fly and the risk of contracting the coronavirus on an aircraft remains low.”

Bookings made using Qantas Points

Qantas Classic Flight Reward bookings are usually very flexible, in that they can be cancelled up until 24 hours prior to departure of most domestic and international flights at a ‘cost’ of just 6,000 Qantas Points per passenger.

When cancelled, the total number of Qantas Points spent are returned to the purchaser’s Qantas Frequent Flyer account – minus that cancellation fee charged in points – with cash amounts paid in flight taxes, fees and surcharges also refunded to the credit card used to make the purchase.

This policy has long applied to flights booked with Qantas and its worldwide network of partner airlines, regardless of whether the booking is for travel in first class, business class, premium economy or economy.

In addition to this normal flexibility regarding cancellations, Qantas is also waiving its usual fee of 5,000 Qantas Points per passenger when changing a Classic Flight Reward booking – that is, retaining the booking but moving travel to a different date, as opposed to cancelling altogether.

The airline confirms that “Qantas Frequent Flyers who have booked classic redemption flights on Qantas, Jetstar and all partner airlines, and no longer wish to travel, will have change fees waived.”

This exemption applies to passengers with existing domestic and international flight bookings for travel until May 31 2020. Changes must be actioned by March 31 2020 to qualify for the change fee waiver, as per current policies.

In the past week alone, Qantas has outlined a significant volume of flight reductions across its network in response to the coronavirus crisis. Some partners, such as American Airlines, are also temporarily withdrawing all international flights from Australia and New Zealand, as demand plummets.

Read: Qantas cuts A380 flights, drops Singapore-London

All international passengers arriving into Australia from today are also required to self-isolate for 14 days, regardless of their purpose of travel or their nationality.

Many other countries, including New Zealand, are applying the same policies to international arrivals, with some closing borders altogether.

Also read: Coronavirus: how to self-isolate

Chris Chamberlin

Chris Chamberlin is the Associate Editor of Executive Traveller and lives by the motto that a journey of a thousand miles begins with a single step, a great latte, a theatre ticket and a glass of wine!

16 Mar 2020

Total posts 4

I'm surprised there's no mention of Emirates fights booked via Qantas. I tried to cancel mine and it won't give me the voucher option. Does anyone know if this includes Emirates flights booked through Qantas (including having a QF code)?

Qantas - Qantas Frequent Flyer

14 Jun 2014

Total posts 11

I had Emirates flights both on QF and EK flight numbers booked for Thursday and the cancellation went through with no problem. Got the voucher last night, Sunday.

16 Mar 2020

Total posts 4

Thanks NicCorr! Appreciate it. Do you mind me asking if it gave you the voucher option before you pressed cancel or after? Right now when i go to the cancel page it warns me about cancellation fees before hitting 'Confirm'.

Qantas is saying you have the option to say 'voucher', before confirming which I can't find.

Virgin Australia - Velocity Rewards

05 Sep 2013

Total posts 30

See ETBlogSydney comments bellow

Qantas - Qantas Frequent Flyer

14 Jun 2014

Total posts 11

It was offered after I pressed Cancel.

Just read the small print and says cannot be used for multi-city trip.. :-( Looks like I am up for a long wait on the phone as my trip was to the UK and Singapore and plan to do the same again in November.

Also says that it must be QF metal, but I can live with that.

Qantas - Qantas Frequent Flyer

09 Jun 2011

Total posts 84

I wonder how useful the vouchers are. I usually book multi-city or open-jaw trips and from memory Qantas flight vouchers can only be used on one-way or return bookings, so, for me, lose some of their value. Do we know if these vouchers offer anything more flexible when re-booking?

Qantas - Qantas Frequent Flyer

22 Feb 2011

Total posts 8

I do not believe Qantas have waived the cancellation fees as is suggested in your headline.

Virgin Australia - Velocity Rewards

05 Sep 2013

Total posts 30

It's at a case by case basis (especial for third party booking) i.e. at agent's discussion.

16 Mar 2020

Total posts 1

I have just been on the phone with flight centre about some flights, and they said to me that their instruction from Qantas was that the flights had to be taken by the expiry of the voucher, not that they had to just be be booked by that date (and that you could fly afterwards). I grilled them on it, but they said their instruction from Qantas was very clear. This information in this article (as great as it would be if it were true) might not be correct. Please check?

Virgin Australia - Velocity Rewards

05 Sep 2013

Total posts 30

It's at a case by case basis (especial for third party booking like travel agents).

If you booked from a large travel agent (like flight centre) they have fares that they negotiate with Qantas for separately. They funnel business to Qantas and the travel agent gets a better commission especially on busy routes. As these tickets are only between them, they may not be a part of this offer for ordinary tickets.

Qantas - Qantas Frequent Flyer

22 Feb 2011

Total posts 8

Directly from Qantas - There is no waiving of cancellation fees - Qantas flights generally have always been able to be held in credit. The change fees are being waived if you follow the procedure below

We're giving customers who hold tickets for domestic and international travel the ability to cancel their booking and retain the value as travel credit. The travel credit:

  • applies to all Qantas Group services;
  • is available until 31 March for travel booked up to 31 May 2020;
  • can be redeemed for travel within 12 months of the date that the original ticket was issued. Change fees will be waived.

Qantas - Qantas Frequent Flyer

25 Sep 2013

Total posts 1154

"When cancelled, the total number of Qantas Points spent are returned to the purchaser's Qantas Frequent Flyer account – minus that cancellation fee charged in points – with cash amounts paid in taxes, fees and surcharges also refunded in full to the credit card used to make the purchase."

Not quite: credit card payment surcharges are (in most instances) non-refundable.

Virgin Australia - Velocity Rewards

05 Sep 2013

Total posts 30

You paid by credit card these fees go to processing the payment. It does not go to Qantas, it goes to your card issuer (like mastercard visa amex etc.) and your/qantas bank. It is used to cover the cost of paying for using a card and the benefit's that your card/network offers.

If you get it refunded to a travel credit you will not pay the fee again. Also if you pay by POLI/BPAY (AU only) there is no fees that what I use to avoid these fees.

British Airways - Executive Club

10 Apr 2015

Total posts 10

Is there some merit on wait and see (if you can) for international flights? As Qantas terms say they will refund 'if we cancel your flight and cannot offer you suitable alternative arrangements.'? - on the basis they will be flying very few planes abroad, if any. Noted in my booking to SFO in April a voucher option doesn't appear, just a credit card refund less substantial fees...

Qantas - Qantas Frequent Flyer

16 Mar 2020

Total posts 3

I changed a FF redemption online which was quick and easy, and it said no change fee applicable - but the change fee has come out of my FF account immediately...

DGP
DGP

Qantas - Qantas Frequent Flyer

17 Jan 2012

Total posts 174

It's CHANGE FEE's only they are waivering. Full CANCELLATION FEES still apply if someone wants to cancel their booking altogether and not re-book or hold off for a future date.


Even if you are a First Class passenger on QF1/QF2 who has been effected by the re-route/aircraft downgrade to the Boeing 787-9 which doesn't have First Class, they aren't giving you the option for full refund without penalty, they are only giving you the option to re-book for a future date or accept the downgrade and get a partial refund.

The article describes the process through which passengers can cancel their flight voluntarily and retain a credit for travel at a later date without incurring fees. Changes and cancellations resulting from a withdrawal of service are different to voluntary cancellations.

DGP
DGP

Qantas - Qantas Frequent Flyer

17 Jan 2012

Total posts 174

I get your point on your article......however as someone who has worked in the Travel industry for 30 years, the terminology is not correct on the heading. It should read: Qantas offers free flight changes.

Hi DGP, appreciate your comments and your input. As we're not an 'industry' publication, we don't stick to 'industry' terminology: we use words and phrases that your typical everyday person can understand and relate to.

That 'everyday person' would describe cancelling their travel plans (and receiving the value back as a voucher) as just that, a "cancellation", given they haven't "changed" their flight - they've "cancelled" what they booked. Sure, they have the option to book a new flight with the money they previously spent, but they're not actively changing their flight.

This is different to Virgin Australia's "flight change" policy as we've also covered today which requires just that: the customer to change to a new, confirmed flight.

While we appreciate your travel industry perspective on this, we're comfortable with our wording as relevant to our audience. If you have any further feedback on this, feel free to email me directly, as the comment section underneath articles is provided for readers to discuss the topic of the article among themselves.

Qantas - Qantas Frequent Flyer

29 Nov 2013

Total posts 472

This approach by Qantas is really really disappointing.

I get it they don't want to fork out potentially tens of millions of dollars in refunds but their offer a a travel voucher is pathetic and reeks of head office people scheming ways to screw over their customer base.

(1) Why does the travel credit have a date limit - forget the 12 months - why is there a limit at all? You have our cash and you haven't delivered the service but you expect me to donate thousands of dollars to you in 12 months time?

(2) Is Qantas seriously suggesting that (a) we're going to keep your cash, and (b) we're being really really generous and waiving change fees? C'mon... Give the cash back or put a proper incentive on the table.

Yes there are T&C's which we all agree to (though "agree to" is tenuous at best) but the Qantas approach is eroding good will and diminishing the brand value of Qantas.

Virgin Australia - Velocity Rewards

07 Dec 2014

Total posts 143

While I agree with you absolutely in theory; in practice I suspect if they did that it would likely quicken any liquidity crisis Qantas may face.

Qantas - Qantas Frequent Flyer

29 Nov 2013

Total posts 472

Good point andyf - but why are Qantas being so mean spirited in terms of how they deal with this?

Lets assume for a moment that the US continues to be clueless in terms of its response and it then means travel bans are extended well into late 2021 and possibly 2022...

(1) Qantas will have had the benefit of our cash for up to 24 months - without paying a single benefit to us as the customer - nothing... no benefit... they cry poor but have our cash and ONLY offer severely restricted reuse conditions

(2) Qantas will month on month bank millions of dollars of forfeited travel credits - this is Australian bank level rorting.

I'm truely dismayed by how Qantas has chosen to handle this.

10 Mar 2020

Total posts 9

This is the best response to the situation I have read. I totally agree. Little by little Qantas are being dragged to the refund scenario but are using every means possible to 'persuade' customers to take an option which as described as "pathetic". Offer a proper credit as described above and surely we all come out with a win, even if it's a little win.

Qantas - Qantas Frequent Flyer

21 Mar 2017

Total posts 30

I'm due to go to Perth March 28 return the 30th for a wedding thats just been cancelled.

I upgraded the flight back to business class using points - I can't find anywhere about a refund of the points (25,600 worth eeek lol). Has anyone had any experience with this :)?

Cheers all - stay safe out there! x

Qantas - Qantas Frequent Flyer

28 Oct 2011

Total posts 352

If you did the points upgrade online, there should be a box that says "Reverse upgrade". Click n this and the upgrade will be cancelled and the points returned to you. Do this BEFORE you cancel the ticket!

Virgin Australia - Velocity Rewards

05 Sep 2013

Total posts 30

I called to cancel and said they could take 3-7 business days (or in extreme cases 14 days) for points from upgrade to be back in frequent flyer account.

Lmc
Lmc

Qantas - Qantas Frequent Flyer

09 Nov 2018

Total posts 64

Got my 3 vouchers to the value of over $6k...lets hope this all blows over so I can actually use them.

Company just enforced a total travel ban domestic and international so might drop down from platinum if QF dont issue a waiver.

Qantas - Qantas Frequent Flyer

16 Mar 2020

Total posts 3

update - after emailing Qantas FF service centre, change fee charge has been reversed

I cancelled domestic tickets today. When you click the 'Cancel' button in Manage your booking, you get a window with 2 options - Voucher or Refund. If you select Voucher it takes you to a 'Cancel Flights' page. On here it says Please Note: If your original travel date is prior to and including the 31st May 2020, any change fees will be waived when you redeem your travel voucher. Further down the page under 'Voucher Details' there is still the usual information but today they have added an extra dot point: If your original travel date is prior to and including 31st May 2020, any change fees will be waived when you redeem your travel voucher. If you click on any of the terms and conditions hyperlinks on these pages, you still get the usual information about cancellation fees. (and you have to agree to the terms before the cancellation is processed). I guess they need to leave that there in case the booking you're cancelling doesn't fit within the guidelines for this offer. Hope this helps.

16 Mar 2020

Total posts 4

You're a super good person. Thank you SO much for your detailing everything. Appreciate it.

XDP
XDP

16 Mar 2020

Total posts 1

Did any one have the answer to Cabin22 question about when the voucher option appears when cancelling Qantas flights? Do you have to actually agree to terms and conditions, hit cancel and then it comes up or am I missing something???

Virgin Australia - Velocity Rewards

05 Sep 2013

Total posts 30

See ETBlogSydney comments bellow for answer

(Sorry - should have posted this above - new to this forum)

Hi XDP. The Voucher/Refund option appears as a pop-up window superimposed on the page soon as you select 'Cancel'. If you make a selection then continue (sorry I've forgotten what you had to press but it was obvious), the next page is titled 'Cancel Flights'. It 's on that page that there are links to terms and conditions, and yes, there is a box you have to tick to accept the terms and conditions. These still say that all cancellation fees of the original booking apply. You can't proceed if you don't tick the box. But in 2 places on the page there is the notice about waive of cancellation fees (see my posting above). I took a screen shot of all the screens in the process as evidence the cancellation fees would not be applied when I redeem the voucher (I've been caught before without evidence!). If you're nervous, nothing gets cancelled without you agreeing to proceed at the end, and there is a back button on the 'Cancel Flights' page to get you out of it if you want. Hope that helps.

16 Mar 2020

Total posts 2

We're due to fly to Perth from London later this month. Flights are not cancelled conveniently just have to self-isolate for 14 days out of a 16 days holiday. HOW? And where? Would a hotel take us? How is it ok to travel from the airport to a hotel where you may spread the virus? Can we even leave the hotel room and use hotel facilities if we make it there?

Qantas generously offers Flight vouchers provided for Qantas cancellations will be valid from 12 months from the date the cancelled flights were originally purchased.

Now, I'm 3 months pregnant and bought the tickets in mid November so basically have 2 options as flying 17 hours with a 2 months old is a no go.

1. Fly there and stay in a hotel room for 2 weeks because its fun?

or

2. Loose all the money we spent on the flights and accommodation?

Tried to call Qantas, there was a 4,5-5,5 hour wait list, dropped off around 1,5...

15 Jan 2013

Total posts 38

This is a positive move by QANTAS but not that great when you consider that they don't seem to be extending the same to hotels booked through QANTAS Hotels!

Seems I am now stuck with a non refundable non changeable room for two nights but a changeable airfare... something doesn't align here.

Virgin Australia - Velocity Rewards

05 Sep 2013

Total posts 30

Expedia Group (expedia au, Wotif, Hotels.com) has waived fees for hotel booking over next 30 days. Even for non-refundable rooms (they call hotel and if hotel is ok with fee free they wave all fees get money back in card in 7 working days). They said to contact your hotel first to make shore that they are waiving fees. Wait time was around 2 Hours before speaking to agent at 5am.

Some colleges called their independent hotels (in Europe, Chile and Canada) and they said that they are not waiving fees as not required by law, only option is stay at property or lose money.

Accor, Hilton, IHG, and Marriott Groups are wavering most fees and offering free refunds if you booked direct. If booked through third party it's at their discussion and local hotels discursion.

This 12 months from booking is a disappointment. Booked a trip to USA for April last August. Means I would have to use the voucher by August - slim chance of things getting back to normal by then! I guess I am up for the cancellations fees per the original booking conditions. This offer gives me nothing. If instead I had booked only a couple of months ago, it would have been a whole different story. Way to penalise early bookers - though I get that I purchased with cancellation fee knowledge.

18 Mar 2020

Total posts 1

If I brought my ticket on 8 Jan 2020 does this mean I need to book, travel and return by 8Jan 2021 or just book and travel before 8Jan 2021 and return anytime after this date.

Can anyone confirm

Hi XDP. The Voucher/Refund option appears as a pop-up window superimposed on the page soon as you select 'Cancel'. If you make a selection then continue (sorry I've forgotten what you had to press but it was obvious), the next page is titled 'Cancel Flights'. It 's on that page that there are links to terms and conditions, and yes, there is a box you have to tick to accept the terms and conditions. These still say that all cancellation fees of the original booking apply. You can't proceed if you don't tick the box. But in 2 places on the page there is the notice about waive of cancellation fees (see my posting above). I took a screen shot of all the screens in the process as evidence the cancellation fees would not be applied when I redeem the voucher (I've been caught before without evidence!). If you're nervous, nothing gets cancelled without you agreeing to proceed at the end, and there is a back button on the 'Cancel Flights' page to get you out of it if you want. Hope that helps.

The 'Your booking has been cancelled page' says 'If a car was included in your booking, this has also been cancelled. Car reservations can be made at qantas.com/cars.' I don't recall if the 'Cancel Flights' page said something similar as I don't have any other associated bookings so I didn't pay attention - it was all a bit nerve racking as it was to be honest as I didn't want to accept the terms and conditions in case it negated the waiver of cancellation fee.

Hi Lumbarhopkins and kris 16 - I feel for you. My flights were booked January this year and I'm just hoping I can use the credit voucher by next January. But your situations are impossible!

16 Mar 2020

Total posts 4

Okay so I just cancelled my flight and it didn't offer me any option (no voucher or anything). It just said we will transfer the refund minus the fees. I booked through Qantas, and it was an Emirates plane (With QF flight number). Anyone experienced this?

Qantas - Qantas Frequent Flyer

17 May 2015

Total posts 77

Wonder how this works for bookings made using a gift voucher? From past experiences, the Qantas system takes the date a gift voucher was created and not the date the flight was booked/tickets were issued. Given gift vouchers are valid for 3 years it is likely that some people will cancel their flights that were booked using a gift voucher purchased more than 12 months ago, only to discover that their new voucher credit is already expired.

10 Mar 2020

Total posts 9

With this most recent Qantas announcement of further flight cuts, does this mean refunds or at least a much better deal on a credit? The credit deal, as it stands, is far too restrictive. 12 months from the original booking gives me 7 months to use and does not even cover my original preferred travel date. should be at least 12 months from flight date?

Etihad - Etihad Guest

21 May 2019

Total posts 1

Just cancelled my flight QF9 flight Perth to LHR. Very easy to do online. Checked my original fare conditions and saw that I would pay a canx fee of $200. Happy to wear the cost and receive a refund of the rest of the fare. Given I booked the fare about 6 months ago, not sure if would be able to use the voucher/ credit in the next 6 months...

17 Mar 2020

Total posts 1

Spent $2k on a business class status run Melbourne-Sydney-Denpasar return (to keep my Platinum status) when Qantas had the offer mid May 2019, for travel in mid April.

So, what Qantas if offering me is I can CANCEL my original flight, but have to rebook and fly again within 4 weeks of my original trip or I lose my money? Cancellation fees for my trip have been calculated at $900....nice way to annoy your loyal flyers Qantas!
But......if Qantas cancels the actual flight, I'm assuming I get a full refund?

18 Mar 2020

Total posts 7

Same boat. After a wait of 2hrs, a very fruendly and hekpful South African Qantas agent answered the call.

Today, it was confirmed that the SAME conditions of the original ticket will be mirrored in the "cancel - voucher" option.

For me, it was double status points inspired purchase... but by time the voucher comes around to being used again with sanctions being lifted... my status points will have been reset!!

Also, I was advised that the voucher is not a voucher within the meaning of a monetary voucher. It is as another commentator suggested, more accurately described as "Qantas offering free flight changes". Depending on the conditions of the original booking, YOU WILL HAVE TO FLY TO THE SAME PLACE AS THE ORIGINAL BOOKING.

This also raises an issue around the Commonwealth directive issued on Mar 18. DO NOT FLY OVERSEAS. so if Qantas is cancelling 90% of its International flights, grounding 150 wide body jets, when are those cancellations being advised to customers. That creates a new paradigm.

As other commentators have said, under ACL if Qantas cancels, a Full Refund is paid to the customer.

End game?

No status points, loss of status BUT you have not issued a short term loan unwittingly to Qantas without penalty or consent (despite the obvious consequences of supporting the National carrier)...oh and you have your money in your pocket when it matters.

Stay healthy everyone.

18 Mar 2020

Total posts 1

I received the email, followed the instructions to get the voucher but when I accepted the T&Cs and clicked ‘cancel', it went straight to ‘flights cancelled'. No option for a voucher (return flights for 4 passengers)! And I doubt I'll get a refund due to fare class...

GL
GL

18 Mar 2020

Total posts 5

I have a joint booking with my husband to Rome. He is happy to get a voucher as he flies domestically all the time and can use it before it expires (which by the way should be from the date I was going to travel, which is 4 months after the date I purchased).

Can I? Should I? seperate our booking before I do anything. That way if I choose to get a refund it should not affect his booking. Does that sound right ?

Singapore Airlines - KrisFlyer

28 Jun 2019

Total posts 32

Knowing what I know of Qantas and their handling of this situation so far, my expectation is that even when they initiate and cancel flights (which is imminent), they are still going to try to push their "offer" of a credit voucher first even though you are entitled to a refund to original form or payment per the contract of carriage. (Jury is still out on whether they change that suddenly without notice; they might!)

So if you wait until Qantas cancels your flight and they can't offer an alternative on the same dates that is, to use their own wording, "acceptable to you," you can insist for a refund even if they try to push the credit. I imagine they'd be happy to only have to refund your ticket and give your husband's as a voucher, but if they claim they can't split them up, take the full refund for both and rebook when and as needed for your husband's domestic trips. ,

18 Mar 2020

Total posts 7

Check that the VOUCHER can be used domestically... you'll find that most probably NOT. It must be for the same type of ticketing conditions as per the original booking.

GL
GL

18 Mar 2020

Total posts 5

Thankyou Flying Kangaroo. Great advice and insight. I guess I still have a couple of weeks until the end of March. The problem is that if it comes to asking for a refund and not the voucher, how on earth do you get to talk to a “Human” about this. At the end of the day I would like to rebook when it suits us and a refund would enable that. Phew.. so annoying

18 Mar 2020

Total posts 1

Right. I get it. Qantas is experiencing unprecedented stress. Understood. What I do not understand is why, even after countless attempts at going through the hoops in Manage My Booking it always defaults right at the last to say there has been an error, and to phone Qantas. Yeah, right. Why is there no means for me to ask (even a robot - I'd accept some artificial intelligence right now because I'm so frustrated)? This is absolutely not good enough. Qantas go to the bottom of the class.

Etihad - Etihad Guest

17 Feb 2019

Total posts 2

I have a multi stop Qantas ticket booked using Emirates, British Airways and qantas, departing 17May to Dubai, Paris , London and New York. My concern is that if I accept the voucher I can only use it for a return flight rather than the original itinerary? Otherwise I will need to cop thé cancellation fee. Perhaps it's best to hold out to see if they offer a refund for cancelling the ticket as they already can't fulfil the ticket. Or am I overly optimistic !?

Singapore Airlines - KrisFlyer

28 Jun 2019

Total posts 32

I would wait. If Qantas cannot get you to your destination, they are obligated to give you a cash refund per their own Contract of Carriage that they themselves drafted and imposed on you. It may be optimistic to think they'll abide by their own contractual terms without first trying to push a voucher onto you (and like you, a voucher wouldn't suffice for a trip I have next week as it was multi-city and on partners that Qantas itself doesn't fly to), but if you push back and insist and refer to their own contract, I expect you'll get it. If you don't, a <$100 small claims filing fee would probably do the trick.

I simply agree with others who say that right now, Qantas is deliberately publicising the "voucher" offer and not publishing the cancellations in an attempt to get as many as possible to take the voucher first. So be it. Fine. Those who know their cancellations are imminent and have read the contract of carriage ought to do their due diligence too and can simply wait if a refund is what they want.

I sympathise heavily with Qantas employees. But I can't accept a non-solution in the form of a voucher for a trip I literally spent thousands on and wouldn't be able to rebook with said voucher, even within its restricted validity period. It's hard sympathising with execs and lawyers (and I say that as one) who at all non-crisis times are able to impose whatever terms on you they (and all of their industry peers) like and that you're forced to "agree" to in order to access the service, while now telling you to "do your part" to help them during these difficult times.

GL
GL

18 Mar 2020

Total posts 5

What I am seeing now on this Website is that Qantas will now offer Cash OR Credit Refund. However, this was posted on the 17th March and I checked on the Qantas site and the Cash Refund option is not available yet. I would and I am waiting until the last minute. Qantas probably wanted everyone to take the Voucher offer by the 31st March and then change the options. Only guessing... But, if that is the case it's pretty poor Qantas..

GL
GL

18 Mar 2020

Total posts 5

Actually Flying Kangaroo, the $100 small claims fee sounds good to me if there is no resolution

Etihad - Etihad Guest

17 Feb 2019

Total posts 2

Thanks Flying Kangaroo. I will be waiting it out. In the meantime I have a return flight to Auckland booked for April and even though a voucher for that would be fine , I will see what they offer re a refund, assuming the flight is cancelled.

Qantas - Qantas Frequent Flyer

17 May 2015

Total posts 77

So I just tried searching for flights to a few destinations in April that Qantas clearly won't be flying to and you can still book these flights. The impression is that Qantas are deliberately avoiding updating their systems to show which flights have been cancelled in an attempt to get people to pay cancellation fees/apply for credits (instead of a full refund). The March 31 deadline is very sneaky and I would say it raises some prickly legal questions - the implication is that if you don't apply for a credit by this date then you won't be entitled to anything. This is blatantly untrue.

It will be interesting to see how this unfolds with regards to whether Qantas is breaking consumer law. A scenario like this has never been tested in the courts so it will be very interesting to see whether any legal action (including class actions) arise from this. There is a common misconception that an airline's contract of carriage or terms of conditions can override consumer rights. My view is that Qantas should be required to provide a refund for flights which are cancelled (especially if the flights are cancelled due to low demand). It feels like Qantas are deliberately waiting for governments to ban all flights so they can claim the cancellations are outside their control, even though it is clear that most of the announced cancellations are due to low demand.

10 Mar 2020

Total posts 9

Hi alextravaddict

The whole situation is bizarre. It is most difficult to ascertain what Qantas is trying to do. What is the strategy in the highest management offices? We customers can only but guess when they release vague almost threatening time ultimatums when credits can be claimed. What is that all about? Why? In my case it allows me 7 months to use the credits and that doesn't work. They have my money and the longer they have it I guess the happier they are.

It is very very disappointing. I won't be taking any credit I cannot use.

Singapore Airlines - KrisFlyer

28 Jun 2019

Total posts 32

Correct, but even for “Events Outside Our Control,” Qantas' one Conditions of Carriage guarantee a refund to original fork of payment if they can't get you to your destination.

Qantas knows that, and thus their strategy is to try to “motivate” as many as possible to proactively ask for the credit. Their legal team has certainly given this their blessing as nothing about it is contrary to law. Whether it is ethical or in good faith or not is open to fair debate on all sides.

My professional legal advice: wait until Qantas cancels and then claim your refund. (If Qantas would like to reach out to me to offer refunds for flights they've certainly cancelled I'll shut up and stop reminding others of their contractual rights... just losing I won't.)

Singapore Airlines - KrisFlyer

28 Jun 2019

Total posts 32

Good heavens, don't type comments on your mobile. ;)

18 Mar 2020

Total posts 7

Funny.

I had the same conversation with a lovely Qantas rep today.

Her advice was to wait a few days...check back in.

18 Mar 2020

Total posts 1

Hi, I am flying 31/3. I can get into my booking but all it says once I'm in is "booking is processing" so I can't cancel or change. Any thoughts? Thanks.

Qantas - Qantas Frequent Flyer

19 Feb 2019

Total posts 9

It looks like Qantas may have changed the terms of their voucher:

  • The flight credit must be redeemed by 30 September 2020 or within 12 months of the date that the original ticket was issued, whichever date is later. The change fee will be waived.
  • If you have already made use of this offer to convert your booking to a credit that expires before 30 September 2020, it will be extended to match the above conditions.

British Airways - Executive Club

23 Mar 2018

Total posts 14

Thanks alanw. I saw this updated information yesterday and interpreted it to mean that I must just redeem my voucher by 12 months since the ticket was issued (27 August 2019). I therefore did a cancellation and got a voucher. The voucher then arrives in my inbox and says:

This credit voucher is valid for travel until 27 August 2020, after which your booking will be cancelled and the credit voucher value will be forfeited (unless your original fare permits a refund).

So now I don't know what to do. Was the updated information deliberately misleading or has the information on the emailed voucher just not been updated yet?

GL
GL

18 Mar 2020

Total posts 5

Someone need to take Qantas to task over all of this mis communication.. Maybe A Current Affair is a good option. They are always looking for a good story

18 Mar 2020

Total posts 7

I think everyone realises that this is a tough gig. It came from no-where, with little warning and no-one could have been prepared for the fallout.

The Qantas strategy makes sense to try minimise its losses, keep bums on seats and ensure that it has the capability to continue as the National carrier... when this debacle is all over.

I think Qantas could have asked the people of Australia, long standing customers, to jump on board and their own flight and allow Qantas access to the funds in the form of a 'mini-loan' on terms that are mutually acceptable. What is happening right now comes across as less than transparent...it does not foster trust in the Qantas strategy.

Now that Qantas have cancelled its International Flights, we need to see that reflected on our bookings and changes how ''refunds'' will be managed moving forward.

Qantas can then present both options:

1) refund and get your money back OR

2) opt for a Voucher for the full value that must be used by a reasonable amount of time (not September 2020) so that Qantas has something in the tank... and allows people to decide the National Carrier or

3) a combination of both options above...

Stay healthy.

Qantas - Qantas Frequent Flyer

09 Jun 2011

Total posts 84

Aer Lingus is offering 10% extra if the customer takes a voucher/travel credit. Clever ploy since they get it all back anyway!

10 Mar 2020

Total posts 9

So tried to ring. If you choose not flying in the next 48 hours they cut you straight off. So do you say you are flying within the 48 hours to stand a chance of speaking to someone?

16 Mar 2020

Total posts 2

Has anyone else noticed that they have increased their cancellation fees by about 50%?

It was 200AUD a couple of days ago, it shows 300EUR now...

Additionally, from 20th March, all travellers, except for Australian citizens or returning permanent residents, will be stopped from entering Australia.

How can Qantas get away with all this??

Singapore Airlines - KrisFlyer

28 Jun 2019

Total posts 32

Because it's legal to fly empty planes even if passengers can't get on them. Is that a decision made in good faith? Probably not.

Unfortunately, legally, if you happen to have a ticket on one of the limited flights operating before the end of the month that actually operates, you're pretty much stuck with the credit voucher as Qantas hasn't actually cancelled the flight.

The press release says all international flights will cease to exist by end March, so if you have a trip after, you'll ultimately be eligible for a refund (when Qantas finally bothers to show these trips as cancelled, which they have not yet done).

20 Mar 2020

Total posts 2

Not sure if I missed it but what about bookings where the departure is prior to May 31 and you are returning in June?

How will this work?

Singapore Airlines - KrisFlyer

28 Jun 2019

Total posts 32

If they can't offer you an alternative to get there on a partner, you'd be entitled to a refund for the whole ticket. The Conditions of Carriage clearly provide for prorated refunds if you've already commenced your trip, but not situations in which they can't get you there but could get you home.

If you still want the return and can get where you're going on an airline they can't / won't put you on, they might offer you a prorated refund if you push for it for the departure given the unprecedented circumstances (though I wouldn't expect more than 50% at best and certainly not the cost of purchasing on another carrier). Unlike situations where entire trips have been cancelled or partially-travelled trips, it's not clear-cut.

30 May 2017

Total posts 2

Does anyone know what happens with a voucher for a single booking with combo of a classic reward (one leg) and cash payment for the other leg?

Voucher mentions the cash component but not points??

24 Mar 2020

Total posts 1

I am confused regarding classic rewards cancellations.

Received an email from Qantas re deadline of 31 March to change/cancel and then another email a few days later stating "standby and wait to hear from us before changing your booking" Our flight to Shanghai on 31 May has been cancelled so do I sit and wait for them to contact me or just cancel online. If I cancel the booking online I presume I get a refund of the taxes and points. Will I also lose the 6,000 points per ticket?

25 Mar 2020

Total posts 2

I'm flying Qantas Auckland to Melbourne 10 April, then Qantas Melbourne to Bundaberg return 17 April. My international Qantas flight is cancelled so I cannot take my domestic Qantas flight (which appears to be still running). Anyone know if I have any grounds for a refund on my domestic flights (as, simplistically, the cancellation of my international flight by Qantas means I can't take my domestic Qantas flights).

Qantas - Qantas Frequent Flyer

19 Feb 2019

Total posts 9

I spoke with the contact centre this morning and they were very understanding and accommodating. If your Melbourne-Bundaberg flight is not also cancelled by then, then I'm sure if you called them up and explained the situation (both that you won't likely be able to get into the country as your connecting flight is cancelled, and that, once in, you may be required to self-isolate for 14 days, during which you obviously would not be able to fly) they'd allow you to cancel the reservation and refund the entire cost of the ticket (except for credit card charges).

18 Mar 2020

Total posts 7

Qantas has revised its website. Where the flight has been cancelled (check on your app or online) it has defaulted to a voucher. However, further down the page there is an option to receive a refund. I've just processed my Business Fares .... scroll to bottom of your 'manage booking' and you will see the refund button. Once clicked, the message appears (screenshot this!) that indicates there is a slight delay in processing (no time indicated) but that the fare is being refunded.

10 Mar 2020

Total posts 9

And no cancellation fees? Sure about this? I will check again but it was available this morning and it said "cancel and receive a refund" so you cancel not them and pay fees (maybe) but TPG-BNE you might wish to clarify this by confirming that there were no cancellation fees. Thanks

18 Mar 2020

Total posts 7

Full refund. No cancellation fees.

Check the tally of your original fare and the amount you are receiving.

Mine matched. Had I cancelled, I would have forfeit $600 per person.

Cheers

18 Mar 2020

Total posts 7

Go to your original flight booking.

Manage.

Enter the trip details.

It will bring you to a voucher page.... scroll down. Opt for Refund.

YOU ARE NOT CANCELLING. You are determining how to wish to proceed, i.e. voucher or refund. Both were for the full amount for me.

10 Mar 2020

Total posts 9

Thanks TPG-BNE yes refunded in full less special seats I booked probably worth $500. Not sure why not but got the same message as yours, might take a while to hit my CC.

Thanks

25 Mar 2020

Total posts 2

Thanks all for your responses. Tried the advice given by TPG-BNE, but after ‘Manager I only get the option to ‘Cancel / Voucher' (no refund option that I can see). May be because my tickets were Red E tickets? Guess I'll try ringing them.


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