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26 June, 2023

Qantas launches new tool, offers double points to encourage using COVID credits

The Qantas Group is renewing calls for customers with COVID-era travel credits to use them towards booking a trip before the deadline of 31 December 2023.

These trips can be taken through until December 2024.

The push coincides with the launch of a new customer tool, ‘Find My Credit’, which can help locate bookings that are up to three years old, that may have been changed several times due to numerous waves of border changes during the pandemic.

Around $2 billion worth of COVID credits were issued across the Qantas Group, with most generated when borders suddenly slammed shut in March 2020 causing mass flight cancellations, which no airline system was designed to deal with.

“We know the credits system has been challenging because of the sheer complexity of putting millions of bookings in a holding pattern for up to three years,” said Qantas group chief customer officer Markus Svensson.

“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.”

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.

The majority of Qantas customers with a COVID credit still have the option to request a refund if they prefer, and Qantas has also streamlined the process to trigger that.

Double Points

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 here and book an eligible flight with a QF flight number. Double points will be awarded from eight weeks after travel.

‘Find My Credit’ Tool

Find My Credit is a web-based tool accessed via the Qantas website. 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.

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.

It can also help customers who made bookings through travel agents by allowing them to check their up to date ticket number and travel agent details.

Qantas customers with a Jetstar voucher will also be able to use the tool to help locate vouchers.

Jetstar customers can continue to use LiveChat or the voucher balance checker at jetstar.com to help find their voucher or check their balance.

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COVID credits Markus Svensson qantas