Need to know
- If your flight is cancelled by the airline, you should be entitled to a refund from Qantas and Virgin
- Jetstar will offer credits if they've cancelled a flight
- The three major Australian airlines discontinued free flexible flying in 2022 - you'll need to pay more for a flexible fare
Domestic and international travel is now back on the schedule for many Australians, but there are still concerns around how COVID-19 might affect travel plans.
Rebookings and credit vouchers may be offered for cancelled flights, and refunds may be available if you ask.
Australian airlines offered flexible flying on standard tickets until mid-2022, but if you want flexible tickets now, you'll need to upgrade your ticket selection when you buy your flight.
Getting a refund or credit
Whether or not you can get credit vouchers or refunds varies between airlines and depends on the type of fare you bought.
Read your airline's conditions of carriage to find out if you're eligible. In fact, be prepared to quote these conditions back to the airline because they won't always offer you a refund if you don't ask.
If you booked through a travel agent or online booking site, you may need to process bookings or refunds through them – they should be able to tell you how to do this.
Below are the refund and rebooking conditions for the major Australian airlines.
Can you exchange airline credit for a refund?
Full-service airlines like Qantas offer refunds if they've cancelled a flight, but many people may have opted for a credit voucher without knowing this. The ACCC says it received hundreds of complaints from people in this situation, and that in a lot of Qantas' communications, people weren't informed about their right to a refund.
Many credits issued during travel lockdowns will expire before the end of 2023, and there are reports of airlines charging higher flight prices if you're trying to claim a travel credit.
If you elected to receive a credit from your airline when you were entitled to a cash refund, you could contact your airline and ask them to give you a refund instead if you'd prefer.
Below are the refund and rebooking conditions for the major Australian airlines.
Qantas
Can you get a refund on Qantas flights?
If Qantas cancels your flight, they'll contact you to rebook you on the next available flight, or you can choose a credit or refund. Qantas advises their current processing time for refunds is eight weeks.
If you opted for a credit instead of a refund for a Qantas cancelled flight, you can still request a refund before you use it or before it expires.
We still receive reports of long call wait times with Qantas. The best time to call is first thing in the morning, and avoid phoning on Mondays or Fridays if you can. Be prepared to quote Qantas' conditions of carriage to claim a refund.
Claiming a credit voucher for Qantas flights
The rules around credit vouchers are different depending on whether Qantas cancelled your flight, or if you did.
If Qantas cancelled your flight and you took a credit instead of a refund:
- Flight credits for Qantas cancelled flights can be used across multiple bookings.
- Credits issued before 1 August 2022 are valid for travel until 31 December 2023.
- Credits issued from 1 August 2022 are valid for 12 months.
If you cancelled your flight and received a flight credit:
- Credits issued before 1 October 2022 are valid for travel until 31 December 2023 and can be used for multiple bookings.
- Credits issued from 1 October 2022 are valid for 12 months and can only be used on fares of equal or higher value.
COVID advice
If you or anyone in your booking test positive to COVID-19 in the week before you fly, Qantas advise that you contact them or your travel agent to 'discuss your options'.
Virgin
Can you get a refund on Virgin flights?
Virgin's Guest Compensation Policy says that if they need to cancel your flight and can't offer you a suitable alternative, you can ask for a credit or refund. However, Virgin also says they can't refund cancelled flights for bookings made on or before 20 April 2020, when the company entered voluntary administration. These passengers can instead claim a Future Flight Credit.
Virgin flight credits
The rules around credit vouchers are different depending on whether Virgin cancelled your flight, or if you did.
Flights cancelled by Virgin:
- For flights booked before 21 April 2020 that were cancelled, you may have a 'Future flight credit', which is valid for travel until 31 December 2023 and can be used on multiple bookings.
- 'Standard credits' issued for flights cancelled from 21 April 2020 that were due to expire before 30 January 2023 can now be used to make a booking before 31 January 2023, for travel until 27 December 2023.
- Otherwise 'standard credits' are valid for 12 months.
Flights cancelled by you:
- Credits are available as per normal fare rules. That is, you'll need to have paid more for a flexible fare.
COVID advice
If in the week before you travel, you are required to isolate because you're deemed a close contact, or you test positive to COVID-19, you can change the date of your travel without incurring a change fee (you may have to pay more for higher fares).
There is no jurisdiction in Australia that requires you to isolate due to COVID-19 at present, in which case Virgin says you're subject to the rules of the ticket you booked.
Jetstar
Can you get a refund on Jetstar flights?
Jetstar's Conditions of Carriage says that for events beyond their control, if they're unable to put you on an alternative flight, they'll give you a flight credit. If Jetstar cancels flights for reasons within their control and they're not able to provide you an alternative, cash refunds are available.
Credit vouchers for cancelled Jetstar flights
The rules around credit vouchers are different depending on whether Jetstar cancelled your flight, or if you did.
Credit vouchers for Jetstar cancelled flights:
- Credit vouchers for flights 'impacted by COVID-19', that were due to expire 31 December 2022, can now be used for travel until 31 December 2023 and can be used on multiple bookings.
- Otherwise flights that were 'impacted by COVID-19' before 1 August 2022 are valid for 18 months.
'Flexible flying' for flights cancelled by you:
- Fee-free flight changes are available for international flights booked by 30 June 2022, for travel before 31 August 2023. And for domestic flights booked by 30 April 2022, for travel before 31 August 2023.
- You'll need to cover any fare difference for a new booking.
COVID advice
If in the week before travel, you test positive to COVID-19 or you're a close contact, Jetstar advises you to defer your travel and contact them via 'Live Chat' (online chat) to discuss your options.
Tigerair
Tigerair flights grounded
Tigerair Australia is not flying, and Virgin Australia Group has discontinued the brand. Tigerair customers were provided with a 'Future Flight credits' for use on Virgin Australia flights.
Stock images: Getty, unless otherwise stated.
