Travel Credits Hub
If your customer had a travel credit issued during COVID (tickets issued on or before 30 September 2021 for travel on or after 1 January 2020), they can request a refund any time.
Support and resources for agents
From 1 January 2024, Covid Credits may be refunded using the following Commercial Policy. Reissue of these credits is no longer possible:
Frequently Asked Questions
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The credit card used on the original ticket is no longer valid.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. When entering the form of payment on your refund application, you can include the original form of payment and the customer will need to seek assistance from their bank to claim those funds once Qantas has approved the refund application. Alternatively, a new form of payment can be included on the refund application with a signed statutory declaration from your customer confirming the new form of payment.
Why has Qantas introduced the Find My Credit tool?
We understand locating your customers’ most recent ticket number can be challenging so we have developed this tool to assist in locating your customers’ COVID credit.
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.
Can a travel agent use the Find My Credit tool?
Yes – this tool is available for all Qantas customers to utilise.
I have reissued a ticket however it is still showing on the Find My Credit tool. Why is this the case?
The database is updated every 48 hours. If a ticket has been reissued, it will reflect correctly on the next upload of data.
I have reissued a customer’s ticket multiple times, but I only have record of the original ticket number issued. Can I use this tool to locate the latest ticket number issued?
Yes – if the ticket number entered into the tool has been subsequently reissued, the tool will provide the latest ticket number available for use.
I believe I am holding a COVID credit for a customer however it cannot be located when entering either a booking reference (PNR) or a ticket number?
Please contact Qantas Agency Connect or your local Qantas office for further details of your customer’s travel credit.
Important Information
* 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.
^ Due to system limitations, Qantas COVID credit can’t be converted into a travel booking after this date.