Qantas and Jetstar customers who hold unused tickets because their flights were cancelled due to border closures during COVID-19 now have no time limit for requesting a refund – they may do so at any time in the future.
This applies to all affected Qantas bookings, whether booked direct or via a travel agent.
Qantas's outgoing Chief Executive Alan Joyce acknowledged that the refund and flight credit system was unsatisfactory, despite three former amendments to the policy.
According to sbs.com.au, Qantas is sitting on AUD370 million (R4,5bn) yet to refund or exchange, and Jetstar has AUD100 million (R1,2bn). This was revealed during an Australian Senate enquiry into Australia’s cost of living crisis this week.
As Qantas announced its refund extension, the Australian Competition and Consumer Commission revealed that it would go ahead and sue the airline for selling tickets on flights it had already cancelled.
