Making tickets held in credit more flexible for customers

Up until 8 October 2024, tickets held in credit for voluntary cancellations are not able to be used for multiple bookings. From 9 October 2024, tickets held in credit will be able to be used for multiple bookings provided there is credit remaining and the ticket is still valid. 

Please refer to the Qantas Agency Connect site as validity varies depending on whether your customer is holding an Australian Domestic ticket or an international ticket in credit. If the customer doesn’t use their credit before the expiry date, the credit value will be forfeited.

If your customer’s original fare rules permitted a refund or their original ticket was cancelled by Qantas and they prefer a refund instead of a credit, they must request it before they start using their credit and before the expiry date. 

Name changes are only permitted on Australian Domestic itineraries. Any name changes must be processed prior to commencing this process.

The cancellation conditions of the original booking will apply for bookings made with your customer’s credit. If your customer’s original fare rules permitted a refund, you’ll need to request a refund before commencing this process.

Once your customer commences using their ticket held in credit, the fare rules from their original booking no longer apply, except the cancellation conditions. Each time the credit is used towards a new journey, the conditions of the fare purchased would apply to the flights, except the cancellation conditions.

Qantas is investigating a more automated solution for travel agents to streamline the management of tickets held in credit. We’ll keep travel agents updated as things progress.

No. Customers will only be charged a change fee the first time they redeem their credit. When using the flight coupon where the residual value is stored for another journey, it will not be subject to a change fee.

Currently no. We are assessing various options to provide a more automated solution, including via our Qantas Distribution Platform, and will keep you updated as this evolves.