Do your clients still have COVID-era travel credits with Qantas? It’s never been easier for them to use those credits with the launch of Qantas’ new ‘Find My Credit’ tool. Help your clients find their travel credits to make booking their next adventure easier!
The deadline for your clients to use their Qantas COVID-era travel credits is fast approaching. And Qantas is calling on travel agents to encourage their clients to use those travel credits to book a trip or request a refund if they have the option, before 31 December, 2023. Covid-era travel credits refer to credits for tickets issued on or before 30 September 2021.
To ensure the process for locating unused credits is as easy as possible, Qantas has introduced a new tool called ‘Find My Credit,’ which helps locate bookings that are up to three years old.
How to use the Find My Credit tool
Find My Credit is a web-based tool that can be accessed here. It allows you and your customers to search for COVID credits using your customer’s original booking reference that is up to three years old, even if it has been reissued several times. Customers who made their original bookings through a travel agent can use the tool to locate their travel agent’s details as well as their most recent ticket number.
“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,” Qantas Group Chief Customer Officer Markus Svensson said. “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.
“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.”
The choice is theirs
Qantas is encouraging its agency partners to discuss the available options with their customers and either book or request a refund where applicable^ by 31 December 2023. If customers choose to use their credit towards their next holiday, they can travel until December 2024*.
Additionally, Qantas will be reaching out to travel agents individually with a list of ticket numbers that have been put into credit and issued against their IATA, to assist in managing customers’ COVID credits and locating passenger information.
Visit the Travel Credits Hub on Qantas Agency Connect for more information, including Frequently Asked Questions and the commercial policies that have been issued to make it as easy as possible for your customers to use their COVID credits by 31 December 2023.
Double Qantas Points promotion
For a limited time, your customers who register and book an eligible flight by 31 July 2023 using their COVID credit, will receive double Qantas Points^^. Find out more about how you can help get their points balance soaring.
Learn more
Visit the Travel Credits Hub page for more information. If you have questions, you can call Qantas Agency Connect on 13 17 11.
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Important information
^ Customers who received a COVID credit for a booking where Qantas has cancelled the flight have the option of a refund. Refunds must be requested prior to using the COVID credit and before its expiry date.
*At any point Qantas travel can be booked up to a maximum of 353 days in advance, which reflects system range. On 31 December 2023, this will mean travel can be booked up to 19 December 2024.
^^ Your customer must be a Qantas Frequent Flyer member to earn Qantas Points. Membership and points are subject to the Qantas Frequent Flyer program terms and conditions. A program joining fee usually applies, however you can join free here. To participate your customer must be a Qantas Frequent Flyer member holding a Qantas travel credit with an outstanding credit. Qantas Frequent Flyer members who register on the campaign page and make an Eligible Flight booking between 12:01am (AEST) 26 June 2023 and 11:59pm (AEST) 31 July 2023, for travel between 12.01am (AEST) 1 August 2023 and 11:59pm (AEST) 18 July 2024 will earn double Qantas Points. At any point during the promotion period, Qantas travel can be booked up to a maximum of 353 days in advance, which reflects system range. To be eligible, part or full payment must be made with a Qantas travel credit (including Flight Credit, Qantas Pass, Qantas TravelPass and Qantas Credit). Booking fees may apply, the individual terms and conditions of the Qantas travel credit type still apply. All members in a booking must individually register and include their Qantas Frequent Flyer number in their booking to be eligible. Double Qantas Points will be earned on each eligible flight booked within the offer period. Double Qantas Points will be credited to eligible Qantas Frequent Flyer accounts from eight (8) weeks after travel. Qantas reserves the right to vary the terms and conditions of the promotion or promotion period at its reasonable discretion by publishing revised terms including but not limited to, cancelling or in any way modifying the offer or the offer period. Full or part travel of an itinerary is eligible only if your customer books (regardless of payment date) and travels within the promotional dates as listed above. If your customer cancels their initial qualifying booking or change it to be outside the promotional period, the double Qantas Points offer will not apply. An Eligible Flight for the purpose of this promotion means a flight with a ‘QF’ flight number on an Australian Domestic or International ticket where a Qantas travel credit was used for full or part payment and where Qantas Points are normally earned. For full details, see terms and conditions. Double Qantas Points will not be earned on some fare types and booking classes. See Airline Earning Table for details. Other passengers in the same booking must register separately to be eligible for this offer. This offer is not transferable. If your customer qualifies and registers for multiple bonus Qantas Points offers for the same flight segment, the highest value bonus offer will be applied to each individual qualifying segment. Only one double Qantas Points offer can be used per individual qualifying segment of their itinerary, however if they qualified for a special offer on a Qantas TravelPass, both offers will be applied. Double Qantas Points are based on the Base Rate which applies, or the Minimum Points Guarantee if applicable. Double Qantas Points may be earned on multiple eligible flight bookings made during the promotion period. This offer cannot be used in conjunction with any other Qantas Points or Status Credits offers offered by Qantas. Flights are subject to availability and any applicable fare conditions. Flights can be booked via the Qantas website, a travel agent, Qantas Contact Centres or the dedicated Qantas Travel Credit Concierge team who can be contacted on 1300 171 505. Fees and charges may apply. Your customer’s Qantas Frequent Flyer membership number must be recorded at the time of registration and booking to earn double Qantas Points.
