Can my customer use their COVID credit to book a new flight?
Due to system limitations, Qantas COVID credit can't be converted into a travel booking after 31 December 2023.
Does my customer have the option of a refund?
Yes – all COVID travel credits are eligible for a refund any time into the future.
All refunds must be processed via BSPLink or ARC ensuring the authority number 574628 is in the comments box of the refund application. Due to the age of these tickets, refunds cannot be processed via your technology partner.
When raising a refund application, the ticket information is not updating in the application as it normally would. How do I raise a refund application?
Due to the age of some tickets, when inputting the ticket number into the refund application, you may need to enter the details of the ticket manually. The value of the ticket does not need to be known to complete the application and you can simply enter zero dollars ($0). Qantas will review the application and process the refund amount available on the ticket.
Do I need to do anything in order to retain my commission?
No – when a refund application is processed, we will ensure all commission originally earned by your office or issuing IATA, is retained. From 1 January 2024, if a customer approaches Qantas for a refund of their COVID travel credit, we will process the refund and recall commission on the booking if it was earned.
The credit card used on the original ticket is no longer valid. Can a refund still be processed?
Yes – a refund can still be processed. With a signed statutory declaration from your customer confirming the change in payment details.
Will Qantas facilitate a refund for a customer who has booked through a travel agent?
Yes – all customers are eligible for a refund of their COVID credit any time. We encourage customers who have booked through a travel agent to contact that agent to request the refund, however if a customer approaches Qantas for the refund, it will be processed.
From 1 January 2024, if a customer approaches Qantas for a refund of their COVID travel credit, we will process the refund and recall commission on the booking if it was earned.
