Airline credits policy guide

Airline-Credits

Making sense of airline policies on booking changes and what's happening with credits is a challenge.

The good news is that you don't have to work through it on your own. We know how confusing it can be and that's what we are here for. To cut through all the lengthy wording and make sense of it and then help you to manage what needs to be done.

We have summarised below the current policies* for the main Australian domestic carriers regarding credits on hold. Your Stage and Screen Travel Manager is on hand to assist you with managing credits as well as extensions.

*The following policy summaries are correct at the time of publishing and are subject to change without notice. This information will be updated regularly, however, this is a summary and should not be taken as complete. Full terms and conditions can be found on the airlines’ websites and links have been provided.

This is information was last updated on: 13th May 2020

CREDIT ON HOLD POLICIES

Airline

Policy Summary

Link to Policy

Qantas

 

Anyone holding a Qantas International or Domestic ticket for travel before 30 September 2020 can hold their ticket in credit for future travel. 

Your customer’s ticket can be held in credit but must be rebooked, ticket reissued and all travel completed by 31 December 2021

Standard change fees apply when rebooking; standard conditions of the fare purchased apply. (Any bookings cancelled between 31 JAN - 30 APR 20 for departure prior to 31 JUL 20 can be reissued at nil change fee. Fare and tax difference will apply). 

NOTE: where QF international services were cancelled due to Coronavirus related restrictions, refund may be permitted. Conditions apply - please check with your travel manager.

 

https://www.qantas.com/agencyconnect/au/en/agency-news/agency-news-may-20/qantas-customers-impacted-by-coronavirus-with-tickets-issued.html
Virgin Australia

 

All International and Domestic tickets (including Getaway and Economy Light fares) issued on/before 10 APR 20 with a travel date of up to 30 September 2020 will now retain the value of the ticket as credit for 12 months from original issue date for travel for a further year (1 year) from ticket exchange date. Change fees will be waived. 

If your ticket expires before 31 December 2020 it can be retained in credit until 31 December 2020. 

Travel can be booked for system range (331 days) from date of ticket exchange. Reissue fee to be waived. Ticket must be reissued by 31 December 2020 or prior to expiry - whichever is later.

 

https://www.virginaustralia.com/cs/groups/internetcontent/@wc-salesagenthub/documents/webcontent/~edisp/comm-policy-coronavirus-v20.0.pdf
Jetstar

 

Jetstar are offering customers a Jetstar credit voucher to the full value of their untraveled booking. 

This policy applies to all Jetstar Airways domestic and international travel in and from Australia and New Zealand, for flights departing up to 23:59 (local) 31-JUL-20.

Voucher requests must be made by 30 April 2020Note: Customers on cancelled flights are still entitled to obtain a voucher post 30 April. 

We’ve also extended the voucher validity to 12 months. So customers will have 12 months to use their credit voucher on any available flight. This means they’ll have about 2 years to travel.

Vouchers can be redeemed up to the stated value in one booking only within 12 months of issue - a fare difference, if any, will apply. Person named on voucher must be passenger OR the contact on new booking. 

 

https://www.jetstar.com/au/en/travel-alerts#Customer%20options
Tiger Airways

 

All customers who had an existing Tigerair booking for travel up until 27 MAR 20 are eligible for a Virgin Australia flight credit.

If TT guest has already received a TT Flight Credit or has lodged a form to receive a TT Flight Credit, they will receive a Virgin Australia Travel Credit equal to original value of their TT booking valid on any Virgin Australia services. The Travel Credit will be valid for 12 months from the date it is issued.

 

https://tigerair.com.au/coonavirus-update-and-travel-alerts 

(note, official policy is not on website)


Regional Express

 

Rex customers with travel up until 30 June 2020 have the option of placing the ticket value in credit. Rex will waive the change fees however payment of any fare differential or applicable taxes may be required upon rebooking. The credit must be used for travel within 12 months of the date of the original ticket issue and for travel anywhere in the Rex Network. Rex will permit one change per booking.

 


http://www.rex.com.au/Coronavirus/