While we’re still in the midst of what is hopefully the final wave of COVID, domestic and international travel has opened up once more. We’ve enjoyed a few years of flexible flying arrangements, but these are now drawing to a close, at least for domestic flight bookings.
Rex COVID-19 change and cancellation fee waivers [2022]
Full refund policy (ongoing)
Rex still boasts a comprehensive COVID-19 change and cancellation policy, as the airline now operates many domestic capital city routes. You can use the dedicated online portal to lodge your refund or credit request, avoiding the need for a phone call.
- Full refunds are offered to customers whose trip has to be cancelled or changed due to COVID-related border closures or geographical lockdown, even if Rex’s flights operate as scheduled.
Even if you do need to pay a change or cancellation fee, Rex’s is amongst the lowest in the industry at just AU$33 per change.
Qantas COVID-19 change and cancellation fee waivers [2022]
Fly Flexible until 31 December 2022 for international
If you book any Qantas international (including trans-Tasman) fare until 30 June 2022, for travel until 31 December 2022, you’ll still be covered under the ‘Fly Flexible’ policy. This gives you unlimited free date changes.
Limited ‘Fly Well’ program for domestic flights
Since May 2022, Qantas has stopped offering free changes on domestic flights for any reason. But in the week leading up to travel, if you get COVID-19 or become a close contact, you can still change your travel dates without a fee. Just contact Qantas or your travel agent to get the ball rolling (fare difference still applies).
Visit Booking Changes and Refunds for more information.
Free cancellations on Classic Flight Rewards
If you have a Classic Flight Reward booking (using Qantas Points) and wish to change your date of travel or cancel your trip, you can do so with no change or cancellation fees. Domestic flights are covered up to 30 June 2022, while international flights have up to 31 December 2022 if you book by 30 June.
This waiver applies to itineraries that consist only of Classic Flight Rewards. If you combine a Classic Flight Reward with a non-Classic Flight Reward fare, this waiver won’t apply.
It’s a generous offer for frequent flyers, once again highlighting the benefits of flexible Classic Reward Seats as a great use of Qantas Points.
Visit Flexible Classic Flight Rewards for more information.
Virgin Australia COVID-19 change and cancellation fee waivers [2022]
Flexible Flying until 31 December for international flights
If you book any international flight, then Virgin Australia will waive the change or cancellation fees until 31 December 2022 when you book by 30 June 2022. You can also cancel and get a travel credit with no fee.
Like Qantas, domestic flights are no longer covered by fee-free changes. But if you do get sick with COVID-19 or need to isolate yourself in the week leading up to the trip, you can change dates for free. Anecdotally, the waiver only applies if you push your travel dates out by seven days. Otherwise, a change fee may apply. Either way, you should call the Guest Contact Centre for all your options.
Visit the COVID-19 Customer Hub for more information.
Free cancellations on Velocity Reward Seats
Velocity Reward Seat bookings are also back to the standard change and cancellation fees since 1 May 2022.
Visit Velocity Reward Seats for more information.
Jetstar COVID-19 change and cancellation fee waivers [2022]
Border restrictions policy
Jetstar still retains its border restriction flight policy, though border controls aren’t likely to be an issue domestically anymore. If your journey is impacted by border restrictions, including needing to go into quarantine, you’ll be able to get the full booking value back as credit.
If you want additional flexibility with your Jetstar fare, you should consider:
- Adding a ‘Flex’ or ‘Max’ bundle to your flight.
- Purchasing a new ‘FareCredit’ add-on to your ticket before finalising the booking. It allows you to cancel your flight and get a voucher for free before check-in opens for the flight at the airport.
Qantas Frequent Flyer members who booked a Jetstar flight as a Classic Flight Reward will still be able to change or cancel it for free in accordance with the Qantas section above.
Visit Jetstar’s COVID-19 change and cancellation page for more information.
International airlines COVID-19 Updates
Here are the links to travel alerts for the key international airlines flying to and from Australia:
- Air New Zealand
- American Airlines
- ANA
- Cathay Pacific
- Delta Air Lines
- Emirates
- Hawaiian Airlines
- Japan Airlines
- Qatar Airways
- Singapore Airlines
- THAI
- United Airlines
If the airline you have travel booked with isn’t listed above, look for a travel alert or travel advisory on their homepage.
Previous reporting by Daniel Scibberas.
I believe it is not correct to say that Qantas under its Fly Flexible policy will still charge you a cancellation fee when your ticket value goes into credit e.g on a REdEDeal fare . This policy says there is no fee if you cancel and convert to credit by 28Feb2022: https://www.qantas.com/agencyconnect/au/en/agency-news/agency-news-february-21/commercial-policy-fly-flexible-domestic-and-tasman.html
The article introducing AAdvantage is promoted on your home page.
The key information – award chart for partner airlines – is way out of date.
Just one example – first class Australia (S. Pacific) to Europe is no longer 80,000 points, rather 115,000.
An excellent website, but surely, you need to check the key data if you’re going to move old articles up to home page status?
Hi platy, thanks for the feedback. I apologise for the oversight – in updating the Platinum Pro news I neglected to check the rest of the article. It will be fixed soon.
Is there any update on what Qantas will do to unfinished segments of trip that has been started? We had to reschedule our last two legs of the trip to September and was advised in April that it was the furthest they could reschedule to due to the 12 month restriction. Hoping that they can extend the trip expiry period as it would be a waste of our RTW redemption 🙁
Has anyone been through similar situation?
Thanks for the article, however there is a slight error in the info regarding change fees for Qantas Classic Flight Reward bookings.
At the moment any Classic Flight Reward booking can be changed or cancelled without a fee if the change is made before 31st October 2020, regardless of when the flight is due to depart. Your article states that only flights departing before 31st October can be changed free of charge but that flights booked for departure after 31st October will incur change fees.
Hi Fenge
Our details came from the following: https://www.qantas.com/au/en/travel-info/travel-updates/coronavirus/booking-changes-and-refunds.html
Please note that it states the following:
Changes after 31 October 2020
If you have a Classic Flight Reward booking (using Qantas Points) you can change your plans, or cancel your booking.
Our standard fare rules apply, so you may be charged a change or cancellation fee. If you cancel your booking, the total Qantas Points used and any taxes, fees and carrier charges paid will be refunded, less any change or cancellation fees.
I have a Virgin booking (through Amex Travel) for end of Sep. Currently I can cancel and get a conditional credit to use before 15 Aug (no use to me) or rebook any time before the flight without change fees. I don’t have any immediate travel plans so is there any risk in waiting until late Sep before rebooking? If Virgin is out of administration by then will they continue to waive change fees?
Hi John
It is hard to say at the moment, as the sale of the airline is still in train, and until such time, any change of bookings for flights after the sale (ie September onwards) will be based on what the new owner (likely Bain Capital) is willing to offer. They have publically stated that they will honour all travel credits.
But if you have no travel plans during the Administration period, you may have no other choice but to rebook for a future date and get a credit. I would advise giving Virgin a call and discussing with them to be certain of your options though, as this is a fluid situation at present.
Hi. Virgin have extended the flight booking change to October 31. Does anyone know if this is still available if I use my amex travel credit as apposed to direct with Virgin
I have an existing rewards booking through Qantas flying QF J and CX F to CDG in August. When I checked through “Manage My Account” yesterday after I read this, it still doesnt allow me to get a full refund and only offers flight credit for the taxes. Ï wonder why? Is the free cancellation for rewards booking until 31 Oct 2020 only applies strictly to QF flights?
From the bit about Qantas: “You are not entitled to a refund unless your flight is cancelled by the airline”.
My Qantas ticket purchase conditions allow me to cancel for a fee (~20%), so I would expect the balance to be paid back to me in cash. I have asked the booking agent to confirm but have you come across a situation where Qantas has not honoured the original ticket purchase conditions?
Plus, it says the bit about credits is not for trans-Tasman flights. Presumably, that refers to flights between NZ and Australia and starting/ ending there rather than a flight from NZ via Australia to elsewhere in the world? I.e. just having a trans-Tasman leg does not make it a trans-Tasman flight?
As an aside, Air NZ finally caved in to public pressure (and a complaint by Consumer NZ to the Commerce Commission …) and committed to refunding flights via the US due to US consumer law requiring this. Has Qantas refunded money rather than giving credits for those flights? I read a bout an Australian law firm looking for people interested in a class action against Qantas regarding dollar refunds vs flight credits. Has anybody heard about that?
Just by way of an update, Qantas has confirmed they will refund the entire trip. So big thumps up to them from us.
Any thoughts on the best way to manage a virgin flight that will be cancelled (route cancellation confirmed) but that I have not received a confirmation about that has been booked using Etihad Guest miles? If not cancelled, I would still want to cancel the flight.
You’ll need to contact Etihad Guest. Most time-efficient way may be to contact them on social media. More on that here.
Any update from Qantas around Qantas Hotel bookings or Amex Qantas Travel Credit bookings?
Hi Simon
Unfortunately to date, there has not been any further update. But we will keep monitoring it and updating our current COVID-19 series articles when needed.
We are able to change our Air China bookings BNE to LGW next month at no charge, however, we aren’t sure how far in the future we can rebook. Does anyone have recent experience of rebooking for next year?
Great summary but while I realise the industry is doing it tough, so are ours and they are not supplying the flight. They cancelled it and I want my money back, not a credit which I will not be able to use. All of our guests are getting 100% cash refund. Tens of thousands of AUD out the door.
We are stuck in England. We cannot get home to India (because I am foreign), we cannot get to our business in Bali (as we are both foreign) and we cannot get into Australia (because my partner is foreign.
Why are the airlines getting bailouts? The government should be getting equity for the taxpayer cash.
Received a credit for original flight booked from Denpasar to Sydney on 11th April. The website won’t allow me to “Manage” the voucher. It says I have to contact the local Qantas office. Probably because if you book one way from another country, the website takes you to the Qantas website in the country you are flying from.
Do I need to contact the Qantas Australia service (with the expected delays in getting through) or contact the Indonesian center at .61 cents per minute on Skype as my mobile account doesn’t allow calls to toll free numbers in other countries? Or do I change my mobile provider?
Not bitching, just at a bit of a loss knowing it has to be done by 31st March. Happy to book later in the year.
1)What happens where you’ve used points & pay with Virgin Australia? (Flights in April 2020)
2) Where you’ve used a ANZ Travel free flight – what happens with this?
Any help would be much appreciated
Hi Andy
I know the wait times can be long, but the best bet is to call Virgin Australia and speak with them directly, as most of the airlines published policies have been in relation to cash fares and not points redemptions or using travel vouchers.
Hi Andy,
I used points & pay with Virgin Australia for my May 2020 flight to Hong Kong via SQ. Virgin refunded me all my points + taxes and so did Qantas. It was immediate, taxes take a few days.
Best to speak with a customer service rep who can process the refund straightaway. If you do it on webchat, they will put it in the queue and you could be waiting months until someone is free to do it.
Anyone have any luck with cancellation of the ANZ Travel rewards free flight?
Cancellation and fare credit is great however I’m relying on an upcoming double status credit flight to maintain my QFF status.
If I’m honest I’d rather forgo the $s to keep my status but the points won’t be awarded if I’m a no show for the flight.
The major hotel chains are freezing status in their programs to maintain loyalty acknowledging customers can’t travel at this time.
Any word from any of the airlines on how the current inability to fly will impact status?
Hi Nathan, we have more information on Qantas status here.
I don’t understand. I booked a business flex fare with virgin Australia and i usually book such a fare as I prefer a cash refund if I had to cancel. Now when I tried to cancel online it says I can’t and only be able to change dates or get a Travel Bank credit. This is not fair.
This article says that the Qantas cancelled flights credit can be used for travel ‘within 12 months of the original travel date’, however an update I received from Qantas Frequent Flyer says that the credit must be used for a flight ‘within 12 months of the date the original ticket was issued’. There is a massive difference in these scenarios. My wife booked a flight in July 2019 to fly to the UK in May 2020. If the QFF update is correct then she would have to fly before July 2020 to be able to use the credit. Are you able to clarify this situation?
Hi John E
The flight credit must be redeemed by 30 September 2020 or 12 months from the original booking date, whichever is later.
Please see https://www.qantas.com/au/en/travel-info/travel-updates/coronavirus/booking-changes-and-refunds.html for further information.
I would say Qantas has a potential Australian Consumer Law (Trade Practices) issue looming based on the wording of its announcements on its website etc. To state that the change fee will be waived without clearly stating that other fees (e.g. the 6,000 points per booking cancellation fee) still apply is arguably misleading and deceptive.
Also the general wording: “..if you’re holding a Qantas ticket for flights…and no longer wish to travel, you can cancel your flight and retain the value of the ticket in credit.” Failing to carve out award redemption flights from that statement is also arguably misleading and deceptive.
Yes, I am a lawyer.
Agreed. I think it’s misleading too.
Does anyone know why we have only till 31st March to change the booking into a voucher? Is this just registering who wants to cancel at this point?
We are just travelling to Tassie during May, but aren’t sure whether any airport/area closures will affect it (don’t have a crystal ball) and don’t want to cancel at this point as we are visiting family.
What is in place to help those cancelling due to sickness etc between the 31st March and mid May?
Unfortunately, I can’t give you a clear answer on this Anita. Qantas will most probably come out with another change policy for bookings after 31 March. My advice would be to hold out and see how the situation plays out and then make a decision closer to your travel date.
Regarding Award bookings. I’ve got a trip to Europe, booked last Sept for travel next Sept. Booked through Qantas but flying Qatar.
I saw this in a Qantas press release today
“Qantas Frequent Flyers who have booked classic redemption flights on Qantas, Jetstar and all partner airlines, and no longer wish to travel, will have change fees waived.”
Under normal circumstances I’d be up for 24,000 points to cancel, but not sure what the situation is now. I’d like to leave it a bit longer to see if the situation settles. But I suspect I’ll end up cancelling.
Hi Malcolm
My understanding is that only change fees (ie 5,000 points each) are being waived. It does not apply to the 6,000 points per booking cancellation fee. To get confirmation, however, best to contact Qantas.
Any chance there have been updates from Qantas Hotels and other booking sites regarding Hotel Bookings? I have 7 bookings with Qantas Hotels over the next 2 months in NZ and the pacific!
Jetstar now offering credits for existing and DOMESTIC and international bookings for travel up to 31st May. Need to APPLY BY 31 March
https://www.jetstar.com/au/en/travel-alerts
Just cancelled our virgin flights to Nadi after the reconsider advisory yesterday as due to travel in 3 days time. Long wait on phone but so easy have a travel bank credit now
Good to see Qantas/Jetstar are only doing the right thing by people that have booked after the virus became a known event.
People that booked before the virus even existed have been left optionless by these airlines.
Jetstar don’t have the best reputation as it is but after this I can’t see how they will survive going forward.
Credits now available https://www.jetstar.com/au/en/travel-alerts
H,
I noticed above someone mentioned about flight booking made for a code share airline through QFF.
My husband and I booked multi flights through QFF involving 3 airlines…Jetstar, Qatar and finally JAL. We don’t start our journey until end of July so at the moment we are keeping out fingers crossed that CV19 has settled in most countries.
If not would we contact QFF to cancel our whole itinerary or do we contact each airline separately?
Qantas ‘owns’ the ticket, so you need to contact them.
Why would anyone risk booking a flight at the moment??? Especially if you only have another two weeks to be able to change it, it’s pointless just wait.
So basically if you booked prior to there being any issue, it’s tough sh!t but if your stupid enough to book now you are allowed to change it without penalty….
WestJet are offering flexible cancel/ changes for existing bookings.
How about award MU flight booked with QFF?
Hi Alex
Awards booked through Qantas will follow the Qantas cancellation rules. Please contact Qantas to discuss your options for your specific booking.
Does anyone know if this applies to rewards bookings?
Hi Vince
Yes, award bookings are generally covered, however, it is best to get in touch directly with the airline to discuss your options.
Unfortunately China Airlines are not so sympathetic.
They have just quoted me $665.10 pp to change the dates on my proposed SYD to KIX trip.
Let’s see if my travel insurance covers this cancellation.