QANTAS has launched the ‘Find My Credit’ tool as part of a renewed push for customers to use their COVID travel credits before they expire at the end of the year.
There are still $400 million worth of COVID credits remaining for Qantas customers in Australia, made up of around $250 million in bookings made directly with the airline and $150 million in bookings made through travel agents and other third parties.
Customers can use the new tool to help locate bookings that are up to three years old, that may have been changed several times during the pandemic.
The credits can be used to book a trip before the deadline of 31 December 2023, for travel through to December 2024; alternatively, most customers are able to opt for a refund.
“We know the credits system has been challenging because of the sheer complexity of putting millions of bookings in a holding pattern for up to three years,” Qantas Group Chief Customer Officer Markus Svensson said.
“We’ve made a number of improvements to our systems along the way and that’s clear from the amount of credit that has already been claimed.
“The majority of the COVID credits we hold can be converted into refunds but we can’t do it automatically as the credit cards used for the purchase as far back as 2019 may have expired,” he added.
The new tool can be accessed via qantas.com, and allows customers to search for COVID credits using their original booking reference that is up to three years old, even if it has been reissued or converted to a Qantas Pass.
After inputting their original booking details and surname or email address, the system will search for the credit and automatically email the detail they need to redeem their credit to the address on file.
Customers who made bookings through travel agents will also be able to check their up-to-date ticket number and travel agent details, while Qantas customers with a Jetstar voucher will also be able to use the tool to help locate vouchers.
As an added incentive, customers will earn double Frequent Flyer points when they book a flight using a COVID credit between today and 31 July 2023. To access the promotion, customers will need to register here.