Is Qantas making it ‘nearly impossible’ to use flight credits? Here's what some customers have to say
- Replies 6
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!
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.
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.
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.
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.
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.
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.
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