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 Corporate Traveller 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

  • 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.

    Link to policy: 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 20 APR 20 and cancelled on/before 22 May 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 and must be reissued by this date. 

    Travel can be booked for system range (331 days) from date of ticket exchange. Reissue fee to be waived. 

    Tickets issued on/before 20 APR 20 and cancelled on/after 23 May 20 with a travel date of up to 30 September 2020 are held as a conditional credit until 15 August 20 - ticket must be reissued and all travel completed by this date. Change fees will be waived.

    Any tickets issued on/after 21 April and cancelled on/after 23 May 20 can be held in credit under the normal rules of validity as follows: 

    Domestic (except Getaway): 12 months from date of issue - all travel must be completed within this period

    International: 12 months from date of issue except where ticket is reissued - expiry is then 12 months from date of reissue

    Link to policies: 

    https://www.virginaustralia.com/cs/groups/internetcontent/@wc-salesagenthub/documents/webcontent/~edisp/comm-policy-coronavirus-v22.pdf

    https://www.virginaustralia.com/cs/groups/internetcontent/@wc-salesagenthub/documents/webcontent/~edisp/conditional_credit_policy_v1.0.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 2020. Note: 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. 

    Link to policy: https://www.jetstar.com/au/en/travel-alerts#Customer%20options

  • Tiger Airways

    A conditional credit will be applied to: 

    • Tigerair customers who purchased a ticket on or before 20 April 2020, and their flight was cancelled and who have not been provided with a refund/flight credit/compensation/reaccommodation
    • Tigerair customers who currently hold a valid Tigerair flight credit with an immediate need to travel and who wish to transfer their Tigerair flight credit to a conditional credit to use on domestic flights operated by Virgin Australia Airlines or Virgin Australia Regional Airlines during the period of administration
  • 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.

    Link to policy: http://www.rex.com.au/Coronavirus/