Have you ever had to cancel a flight or change your travel plans due to unforeseen circumstances?

If so, you may be able to relate to the frustration of fellow Qantas customers who were issued flight credits instead of refunds when the COVID-19 pandemic brought all international and domestic travel to a halt.

Despite over $800 million in credits being given out, many customers have yet to use them, and they are set to expire at the end of 2023.

Consumer group CHOICE has even asked for an investigation into the matter, as some customers have reported difficulty using their credits.

While Qantas claims to send monthly reminders to customers about their credits, some say the system is blocked or charged them more than other payment methods.

Imagine having a credit that you can't use because of a complicated system, or being forced to pay more than you should. Just when you thought air travel couldn't get any more complicated!

The airline allegedly won’t let customers book flights at a lower cost than the credit, sometimes charging them more for other payment types. Credit: Instagram/heavier.than.air

Clinton Truman's experience sheds more light on the difficulties faced by Qantas customers trying to use their flight credits.

After moving from Singapore to Perth and closing his Singapore bank account, Mr Truman found it challenging to use his $2,753 credit to book a flight between Australia and Singapore.

He was only able to book from his original destination, which he says is unfair and unreasonable, considering how people's circumstances changed dramatically during and after COVID.

When he eventually tried to book a flight using his credit, Mr Truman was shocked to find that Qantas was trying to charge him an extra $1,761. He explains that Qantas is not using discounted prices, even though cheaper prices are available. This frustrated him, especially as a loyal Qantas customer of many years.

'They're making it as difficult as possible, probably in the hope that everyone will give up and all the credits will be taken in December,' he said.

While Mr Truman still plans to fly with Qantas, he believes the airline should have done more to manage the flight credits. He suggests setting up a separate department to specifically help customers with their credits, especially loyal customers who have been impacted by the pandemic.

Customers also say that discounted fares are not available when using the credits. Credit: Instagram/heavier.than.air

Rick Draper's experience adds another layer of complexity to the challenges that Qantas customers are facing when trying to use their flight credits.

When trying to book a flight to Melbourne, Mr Draper found that the price varied significantly depending on the value of his two separate flight credits.

He discovered that if he used his $432 credit, the flight would cost him $272, while if he used his $754 credit, the same flight, under the same conditions would cost him $436.

Mr Draper ended up using his lower flight credit and paying the difference in cash, as the price was double when using the higher value credit.

He finds it unreasonable that customers are charged more if they have more credit to use, stating that 'this concept that you get fleeced more if you've got more in credit is a little unreasonable'.

Despite feeling 'trapped and a little exploited', Mr Draper intends to continue flying with Qantas as a Gold Member with lifetime access to the Qantas Club. However, this whole experience highlights the need for airlines to provide transparent and fair policies when it comes to using flight credits.

​

Donna Weeks from Brisbane also shared her frustration about her inability to use her Qantas flight credit to return to Australia from Tokyo.

She was issued the credit in March 2020 when she was forced to cancel her flight back to Australia due to the pandemic. She laments that she has been unable to use her credit on a flight back since, due to a lack of flights and availability.

Ms Weeks questions why there is an expiry date on the credits, especially since many customers have been unable to use them due to circumstances beyond their control.

'It's a bit annoying for those of us overseas because there was that period when we couldn't get back to Australia,' she said. 'Given what we've been going through in the last two or three years, I just don't see the point of the expiry date.'

Ms Weeks used to consider Qantas her primary airline, but she now says she will no longer book with the airline once she has used up her flight credit. She believes it's sad to see the way the airline has handled the situation and feels that the expiry date is unnecessary.

She intends to use her credit to fly back to Australia with Qantas, but after that, she plans to explore other airlines.

Key Takeaways

• Over $800 million in Qantas flight credits, given out instead of refunds when COVID-19 forced all international and domestic travel to stop, have gone unused.
• Consumer group CHOICE has asked the Australian Competition and Consumer Commission for a formal investigation into how the airline has handled the credits.
• Some customers have complained that the system will not let them book flights at a lower cost than the credit, or that they are charged more when paying with their credit voucher.
• Frustration has risen due to the expiration dates of the credits and the fact that airfares are higher than in pre-COVID times.

Many travellers are struggling with the higher cost of airfares, which have risen by 20% compared to 2021 prices due to inflation pressures and higher fuel costs. This has compounded the frustration of customers like Clinton Truman, Rick Draper, and Donna Weeks who are struggling to use their flight credits.

Furthermore, with many households feeling the pinch of higher interest rates, the added cost of flights can be a burden.

The airline industry was one of the hardest hit by the global pandemic. Credit: Instagram/daniel135.

What do you think of this news, members? Have you experienced any trouble trying to use flight credits from Qantas? Share your tips, experiences and opinions in the comments below.

 

[Catherines]

Have you ever had to cancel a flight or change your travel plans due to unforeseen circumstances?

If so, you may be able to relate to the frustration of fellow Qantas customers who were issued flight credits instead of refunds when the COVID-19 pandemic brought all international and domestic travel to a halt.

Despite over $800 million in credits being given out, many customers have yet to use them, and they are set to expire at the end of 2023.

Consumer group CHOICE has even asked for an investigation into the matter, as some customers have reported difficulty using their credits.

While Qantas claims to send monthly reminders to customers about their credits, some say the system is blocked or charged them more than other payment methods.

Imagine having a credit that you can't use because of a complicated system, or being forced to pay more than you should. Just when you thought air travel couldn't get any more complicated!

View attachment 14551

The airline allegedly won’t let customers book flights at a lower cost than the credit, sometimes charging them more for other payment types. Credit: Instagram/heavier.than.air

Clinton Truman's experience sheds more light on the difficulties faced by Qantas customers trying to use their flight credits.

After moving from Singapore to Perth and closing his Singapore bank account, Mr Truman found it challenging to use his $2,753 credit to book a flight between Australia and Singapore.

He was only able to book from his original destination, which he says is unfair and unreasonable, considering how people's circumstances changed dramatically during and after COVID.

When he eventually tried to book a flight using his credit, Mr Truman was shocked to find that Qantas was trying to charge him an extra $1,761. He explains that Qantas is not using discounted prices, even though cheaper prices are available. This frustrated him, especially as a loyal Qantas customer of many years.

'They're making it as difficult as possible, probably in the hope that everyone will give up and all the credits will be taken in December,' he said.

While Mr Truman still plans to fly with Qantas, he believes the airline should have done more to manage the flight credits. He suggests setting up a separate department to specifically help customers with their credits, especially loyal customers who have been impacted by the pandemic.

View attachment 14552

Customers also say that discounted fares are not available when using the credits. Credit: Instagram/heavier.than.air

Rick Draper's experience adds another layer of complexity to the challenges that Qantas customers are facing when trying to use their flight credits.

When trying to book a flight to Melbourne, Mr Draper found that the price varied significantly depending on the value of his two separate flight credits.

He discovered that if he used his $432 credit, the flight would cost him $272, while if he used his $754 credit, the same flight, under the same conditions would cost him $436.

Mr Draper ended up using his lower flight credit and paying the difference in cash, as the price was double when using the higher value credit.

He finds it unreasonable that customers are charged more if they have more credit to use, stating that 'this concept that you get fleeced more if you've got more in credit is a little unreasonable'.

Despite feeling 'trapped and a little exploited', Mr Draper intends to continue flying with Qantas as a Gold Member with lifetime access to the Qantas Club. However, this whole experience highlights the need for airlines to provide transparent and fair policies when it comes to using flight credits.

​

Donna Weeks from Brisbane also shared her frustration about her inability to use her Qantas flight credit to return to Australia from Tokyo.

She was issued the credit in March 2020 when she was forced to cancel her flight back to Australia due to the pandemic. She laments that she has been unable to use her credit on a flight back since, due to a lack of flights and availability.

Ms Weeks questions why there is an expiry date on the credits, especially since many customers have been unable to use them due to circumstances beyond their control.

'It's a bit annoying for those of us overseas because there was that period when we couldn't get back to Australia,' she said. 'Given what we've been going through in the last two or three years, I just don't see the point of the expiry date.'

Ms Weeks used to consider Qantas her primary airline, but she now says she will no longer book with the airline once she has used up her flight credit. She believes it's sad to see the way the airline has handled the situation and feels that the expiry date is unnecessary.

She intends to use her credit to fly back to Australia with Qantas, but after that, she plans to explore other airlines.

Key Takeaways

• Over $800 million in Qantas flight credits, given out instead of refunds when COVID-19 forced all international and domestic travel to stop, have gone unused.
• Consumer group CHOICE has asked the Australian Competition and Consumer Commission for a formal investigation into how the airline has handled the credits.
• Some customers have complained that the system will not let them book flights at a lower cost than the credit, or that they are charged more when paying with their credit voucher.
• Frustration has risen due to the expiration dates of the credits and the fact that airfares are higher than in pre-COVID times.

Many travellers are struggling with the higher cost of airfares, which have risen by 20% compared to 2021 prices due to inflation pressures and higher fuel costs. This has compounded the frustration of customers like Clinton Truman, Rick Draper, and Donna Weeks who are struggling to use their flight credits.

Furthermore, with many households feeling the pinch of higher interest rates, the added cost of flights can be a burden.

View attachment 14553

The airline industry was one of the hardest hit by the global pandemic. Credit: Instagram/daniel135.

What do you think of this news, members? Have you experienced any trouble trying to use flight credits from Qantas? Share your tips, experiences and opinions in the comments below.

Cough up Qantas! It is their money, not yours. Your customers paid their fares in good faith expecting to travel and DID NOT cause the pandemic. Your massive profit this year so far is more than likely based on these un-refunded fares and if you refund or honour those tickets (at no extra cost when booking another flight) I’d like to see how much profit you make - $1 maybe! Mr Joyce, think of your customers every time you spend a dollar of that money on yourself and family from your massive wage! One day the guilt will hit you like a ton of bricks.

 

[SGH]

I am about to use my credits and I went through a travel agent who switched the flight from Europe to South America. My husband used his European credits to fly around in Australia. Yes I had to pay more, several thousand, however, I have been waiting to do this trip forever, and COVID knocked it on its head. Yes we all know the guy running the place earns way too much, and we can complain about the other executives as well, but it is still our carrier and a lot of people who worked for them got hit really hard by COVID and many are only just getting back on the feet. Let's try and keep a few of the experience people working here.

 

[oofie]

I too had flight credits and was notified last month that they would expire at the end of the year. I immediately booked return flights within Australia for a small fee, no problems at all. We are now going on an unexpected holiday to celebrate our 40th Wedding anniversary.

 

[maggiej]

Here in WA we were cut off from travelling to other states longer than people in the east. We have a voucher for the amount of credit and tried to use this for a flight once we were allowed to travel in this state but Qantas did not accept the voucher or there were no flights with seats available when we tried. Now they say they have expired. I am disgusted as it was not our fault we could not travel. So Qantas is not in our good book and will never use them again.

 

[Kelpie]

Cough up Qantas! It is their money, not yours. Your customers paid their fares in good faith expecting to travel and DID NOT cause the pandemic. Your massive profit this year so far is more than likely based on these un-refunded fares and if you refund or honour those tickets (at no extra cost when booking another flight) I’d like to see how much profit you make - $1 maybe! Mr Joyce, think of your customers every time you spend a dollar of that money on yourself and family from your massive wage! One day the guilt will hit you like a ton of bricks.

It's about time Governement grows the proverbial balls and start either a proper investigation into Qantas or a Royal Commission as they get away with murder.

But what about the ACCC, where is it.??

 

[Kelpie]

Have you ever had to cancel a flight or change your travel plans due to unforeseen circumstances?

If so, you may be able to relate to the frustration of fellow Qantas customers who were issued flight credits instead of refunds when the COVID-19 pandemic brought all international and domestic travel to a halt.

Despite over $800 million in credits being given out, many customers have yet to use them, and they are set to expire at the end of 2023.

Consumer group CHOICE has even asked for an investigation into the matter, as some customers have reported difficulty using their credits.

While Qantas claims to send monthly reminders to customers about their credits, some say the system is blocked or charged them more than other payment methods.

Imagine having a credit that you can't use because of a complicated system, or being forced to pay more than you should. Just when you thought air travel couldn't get any more complicated!

View attachment 14551

The airline allegedly won’t let customers book flights at a lower cost than the credit, sometimes charging them more for other payment types. Credit: Instagram/heavier.than.air

Clinton Truman's experience sheds more light on the difficulties faced by Qantas customers trying to use their flight credits.

After moving from Singapore to Perth and closing his Singapore bank account, Mr Truman found it challenging to use his $2,753 credit to book a flight between Australia and Singapore.

He was only able to book from his original destination, which he says is unfair and unreasonable, considering how people's circumstances changed dramatically during and after COVID.

When he eventually tried to book a flight using his credit, Mr Truman was shocked to find that Qantas was trying to charge him an extra $1,761. He explains that Qantas is not using discounted prices, even though cheaper prices are available. This frustrated him, especially as a loyal Qantas customer of many years.

'They're making it as difficult as possible, probably in the hope that everyone will give up and all the credits will be taken in December,' he said.

While Mr Truman still plans to fly with Qantas, he believes the airline should have done more to manage the flight credits. He suggests setting up a separate department to specifically help customers with their credits, especially loyal customers who have been impacted by the pandemic.

View attachment 14552

Customers also say that discounted fares are not available when using the credits. Credit: Instagram/heavier.than.air

Rick Draper's experience adds another layer of complexity to the challenges that Qantas customers are facing when trying to use their flight credits.

When trying to book a flight to Melbourne, Mr Draper found that the price varied significantly depending on the value of his two separate flight credits.

He discovered that if he used his $432 credit, the flight would cost him $272, while if he used his $754 credit, the same flight, under the same conditions would cost him $436.

Mr Draper ended up using his lower flight credit and paying the difference in cash, as the price was double when using the higher value credit.

He finds it unreasonable that customers are charged more if they have more credit to use, stating that 'this concept that you get fleeced more if you've got more in credit is a little unreasonable'.

Despite feeling 'trapped and a little exploited', Mr Draper intends to continue flying with Qantas as a Gold Member with lifetime access to the Qantas Club. However, this whole experience highlights the need for airlines to provide transparent and fair policies when it comes to using flight credits.

​

Donna Weeks from Brisbane also shared her frustration about her inability to use her Qantas flight credit to return to Australia from Tokyo.

She was issued the credit in March 2020 when she was forced to cancel her flight back to Australia due to the pandemic. She laments that she has been unable to use her credit on a flight back since, due to a lack of flights and availability.

Ms Weeks questions why there is an expiry date on the credits, especially since many customers have been unable to use them due to circumstances beyond their control.

'It's a bit annoying for those of us overseas because there was that period when we couldn't get back to Australia,' she said. 'Given what we've been going through in the last two or three years, I just don't see the point of the expiry date.'

Ms Weeks used to consider Qantas her primary airline, but she now says she will no longer book with the airline once she has used up her flight credit. She believes it's sad to see the way the airline has handled the situation and feels that the expiry date is unnecessary.

She intends to use her credit to fly back to Australia with Qantas, but after that, she plans to explore other airlines.

Key Takeaways

• Over $800 million in Qantas flight credits, given out instead of refunds when COVID-19 forced all international and domestic travel to stop, have gone unused.
• Consumer group CHOICE has asked the Australian Competition and Consumer Commission for a formal investigation into how the airline has handled the credits.
• Some customers have complained that the system will not let them book flights at a lower cost than the credit, or that they are charged more when paying with their credit voucher.
• Frustration has risen due to the expiration dates of the credits and the fact that airfares are higher than in pre-COVID times.

Many travellers are struggling with the higher cost of airfares, which have risen by 20% compared to 2021 prices due to inflation pressures and higher fuel costs. This has compounded the frustration of customers like Clinton Truman, Rick Draper, and Donna Weeks who are struggling to use their flight credits.

Furthermore, with many households feeling the pinch of higher interest rates, the added cost of flights can be a burden.

View attachment 14553

The airline industry was one of the hardest hit by the global pandemic. Credit: Instagram/daniel135.

What do you think of this news, members? Have you experienced any trouble trying to use flight credits from Qantas? Share your tips, experiences and opinions in the comments below.

""He discovered that if he used his $432 credit, the flight would cost him $272, while if he used his $754 credit, the same flight, under the same conditions would cost him $436.""

That's typical. Hence why somehting has to be done about it sooner rather than later.

These people have already paid for their fares and they should not be forced to fly when it suits Qantas nor having to pay extra money if they want to take the credits received and use them.