Free Flight Cancellation on Jetstar (6 Months to Book/12 Months to Travel) & Qantas (Voucher) until December 31 2021

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Fee Free cancellation in form of a Voucher. If you had a fare you were going to abandon this could be of use. I would expect Virgin Australia Group to follow soon. Still nothing on Status freezes but I would imagine that will be announced in the future

Qantas and Jetstar customers given option to cancel flights and receive travel credit
Applies to customers with existing and new bookings on domestic and international flights

ADVICE FOR CUSTOMERS

Customers should not call the contact centres. Due to high demand, we are experiencing long call wait times.

To access this offer:

Qantas Anyone holding a Qantas ticket for travel before 31 July 2020 can get a flight credit and retain the full value of your booking. You need to do this by 30 April 2020. The flight credit is valid for booking and travel by 31 December 2021. This gives you more than 18 months to plan, rebook and travel.

If you already have a Qantas flight credit issued on or after 31 January 2020, this will also be automatically extended but may take a few weeks to update in our system.

From 9am tomorrow Monday 16 March 2020, Jetstar customers should go to Manage My Booking on Jetstar.com. Please do not call the Jetstar contact centre before that time should you need further assistance.
Voucher Valid: Book within 6 months of issue. Travel within 12 months

**If you have reward point booking, this can be cancelled fee free. If you have booked via a third party site (Aunt Betty etc), please contact these specific companies. I strongly do advise against booking on those sites as in these situations of change (regardless weather, virus) they are difficult to deal with.

*I will add in details for Virgin Australia if they follow tonight or tomorrow morning

Update: Extended further to Dec 2021, thanks dealbot

Related Stores

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Comments

  • +3 votes

    Does anyone know how long the voucher lasts? I cancelled my trip a couple of weeks ago and was issued a voucher which only lasts 6 months.

    • +1 vote

      Added

      • +9 votes

        Something important to note: for Qantas, the voucher is valid for 12 months from the original booking date, not the date the voucher is issued.

        This means that if you booked your flight on the 1st of April 2019, the voucher is only valid for new bookings with the first flight departing by 1st April 2020 — which is a severe limitation!

        For customers in this scenario (short validity of the voucher) I would be calling Qantas to process a full cancellation and refund as the new voucher will be useless.

        •  

          Are you absolutely certain the new Flight needs to 'depart by' this date? I would have thought the new Flight would need to be 'booked by' this date rather than depart by.

          I have a relevant Qantas booking that I made in early November and trying to weigh up Voucher vs Refund options.

          If charged the cancellation fees, they are $400 pp based on my Sale fare :(

          Their statement around this is a bit vague:

          Customers may also be able to cancel their booking and request a refund, however they may be charged a cancellation fee, as per our fare rules.

          •  

            @nismo: I booked Qantas flights through Amex Travel. So cannot say this is the same for booking directly through Qantas themselves.

            The Amex rep told me that they will refund the original fare + taxes in the form of Amex Travel credit. That I need to complete travel by 1 year from my original booking date.

            That leaves me around half a year to re-book and complete my travels in order to use this credit. Ridiculous.

          • +1 vote

            @nismo: dylarr is correct regarding the 12 months from original booking date validation according to my experience.
            https://www.qantas.com/au/en/manage-booking/credit-vouchers....

      • +2 votes

        I just tried this with my Qantas booking, followed the instructions exactly, pressed "Cancel" and it went directly to "your booking is cancelled" no Voucher option. Not sure if I have lost my entire fare as I have no way to see what class it was booked in. Hopefully it was Saver but it's six months ago.

        Beware!!!!!

        • +1 vote

          Did you try contacting Qantas on the phone afterwards?

        •  

          I have no "voucher" option either so too scared to cancel it.
          Have you received a voucher yet??

          •  

            @doona62: No nothing at all, 4 hour wait to speak to someone and the online chat accepts your message but no replies.
            I did screen shot the process so hopefully I'll be able to get a voucher eventually.
            Seems like they posted the voucher deal before their IT department activated it.

        •  

          This happened to me too; you need to call them ASAP.

          I called and was asked to leave my phone number to get a callback. It took 4 hours, but I did get a call (then I had to wait for about 20 mins to be connected, I was "first in the queue").

          Once on the call, I was told I had selected REFUND option, and I will be forfeiting $2,000 ($500/pp) in effing fees. I told him "no way in hell is that happening". After 30 min of trying to make them understand that:

          1. I didn't choose the refund option.
          2. No way can they legally take my $2,000 in fees just because I clicked one thing on their site, which had no confirmation or alert, didn't even say how much the fee would be.

          In the end, the guy changed the request to be a voucher and I just got a confirmation email telling me the details of the voucher for the full amount.

          I don't know what caused this, but I am glad I called and didn't leave it be to see if they'll confirm it. They'll send the amount (minus fees) and you'll be in more of a tough spot.

          Good luck!

          •  

            @kadszilla: Thanks for this update. The same thing happened to me about 48 hrs ago. I didn't want to call and jam up the lines, but now that you've said that I'm currently in the queue. Not sure how to leave my number, that option isn't coming up. I was hoping to avoid any of this stuff…hopefully it's sorted out soon.

            •  

              @RegChipznGravy: I didn't get the "leave your number" option initially. I got cut off the first time so I called back, I was then given the option, I think it comes up if they quote the wait time to be 3hrs+

    •  

      Voucher Valid: Book within 6 months of issue. Travel within 12 months

  •  

    Thanks. This is great. My jetstar flights straddle this time oeriod.

  • +10 votes

    Doesn't help anyone with flights for june/july. Surely things are not going to be back to normal by then.

    •  

      Consider by then you might have been sick and recovered and wish to resume your travels, as I suspect there will be much more robust arrangements in place by then to accommodate both the uninfected and the recovered.

    • +1 vote

      same, I have flights during that time. I hope it will be somewhat better by then.

    •  

      In the same boat as you guys…meant to be heading to NYC in the latter part of July. Keeping my fingers and toes crossed for us all that it's settled a bit by then…

      • +1 vote

        A lot of airlines are not going to make it through to the other side of this global pandecmic. That's the problem. I'm in a situation of deciding between cancelling now which will cost me $280 or rolling the dice and maybe losing over 2k worth of flights. And don't get me started on frequent flyer points :(

        • -4 votes

          Qantas and Jetstar will make it through this period.
          It will bring it to its knees but it won’t die

          Virgin and tiger on the other hands may not.

          The main thing here is unless you are 80 with poor health or you’re flying to a place with restrictions.
          Take your flight. Plane travel is still one of the safest ways to travel in this period.

        • +1 vote

          After you roll the dice you should then bite the bullet and pull the trigger.

  • +5 votes

    Hoping Virgin follow. Got $800 of flights in April

  •  

    i booked qantas and jetstar travel through amex travel, and kiwi.com, does it apply to those aswell

    •  

      I booked through Amex travel and cannot cancel my trip as well.
      It said "Call your travel agent" when I tried to click on cancel button.

    • +3 votes

      I cancelled a flight with amex travel late last week.

      Was given a couple of options, all of which thankfully included a refund of the amex card flight credits.

      The best of the options was park the whole booking for up to 12 months, so all I'll need to pay is the change fee & any difference in the flight costs.

  • +4 votes

    I wish I hadn't booked through Aunt Betty :/

    •  

      After previous issues with (totally unrelated) third parties, we've sworn off them. More trouble than it's worth

    •  

      +1.

      I was in a queue with their contact centre it took 1.5hrs until call was answered. Then they said they will check with airline (Qatar) and get back in 2 - 3 days. I’m due (well cancelling) to fly out Saturday.

    •  

      I’m in the same boat. Booked via Aunt Betty. Qantas flight though, so I hope they’ll reschedule.

  • +1 vote

    I still find this very ambiguous.

  • +2 votes

    How does this work for bookings using points e.g. Classic Rewards?

    • +1 vote

      Direct from the Qantas Newsroom site linked above. "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."

      • +1 vote

        Hmmm. I just tried this by cancelling a Classic Awards booking I had (Domestic, Qantas, next week) and there was no "voucher" option.
        Have screenshotted and will hope for the best.

        •  

          Any updates on this? I am trying to cancel my Classic Awards Booking as well but the"Cancel button" was greyed out. It said to contact Qantas office.

    •  

      I get that I will get my points back on the reward bookings if I meet the cancellation criteria.. What about the taxes I paid? Surely they don't get to retain that money and issue me with a credit voucher?

      •  

        i also have this question!

      • +3 votes

        I've spoken to them numerous times over the past week regarding cancellation of classic rewards flights (I'm supposed to be due out 29 March). All taxes are refunded in full. The only penalty was less 6,000 points per booking upon cancellation.

        I've just tried cancelling to see if they are going to waive this as per OP and the Qantas Newsroom announcement and the 6,000 cancellation penalty is still stated there. Going to wait it out tomorrow to see if it updates.

        • +1 vote

          Good to know this. Thanks!

        •  

          thanks. i had a flight cancelled initially and they waived the fee so i am hoping they are waiving it under the new travel advice.

        •  

          just waited 5 hours on the call and got exactly the same answer as you. (change is free but cancellation is 6,000 points per booking)…

          •  

            @aubargainer: Just to clarify by cancellation do you mean you got a refund rather than a voucher?

            •  

              @Fever4shakin: Yes, provided your booking contains only Classic Flight Reward tickets, and you haven't commenced the first leg of your journey, you will receive a refund not credit.

              Refer to the Classic Flight Reward rules, the Cancellation Refund Fee of 6,000 points per passenger applies unless you are entitled to refund under the Conditions of Carriage or the Australian Consumer Law.

              Hopefully under these circumstances they also waive the 6,000 points per passenger cancellation fee…

              •  

                @pavlos: So far Qantas has refused to waive the 6000 points cancellation fee ….

                •  

                  @aubargainer: It's only a matter of time.. :-)

                •  

                  @aubargainer: yep charged the 6000 points today :(

                •  

                  @aubargainer: Qantas are now waiving the 6,000 points cancellation fee, the online 'Manage your booking' system has been updated when you click through to cancel your flights:

                  You are about to cancel the flights shown for all passengers

                  If the cancellation policy in the fare conditions that applied to your original booking allow for a refund, this will be refunded to your original form of payment, less applicable fees. For Classic Flight Reward bookings cancelled up until 31 March 2020, where your original travel date was prior to and including 31 May 2020, the usual cancellation fee of 6,000 points will be waived.

                  You can see more information in our fare conditions.

                  Alternatively, you can choose ‘Credit Voucher’ as your preferred option.

                  If you request a Credit Voucher up until 31 March 2020, and your original travel date was prior to and including 31 May 2020, we’ll credit the full value of any untravelled flights and waive any change fees on redemption. Choose ‘Back’ to change to Credit Voucher.

                  •  

                    @pavlos: I changed a classic reward flight when the 5000 pts fee was supposed to be waived, and my account still got deducted with the 5000 pts change fee. Have emailed them about it, obviously no response.

        •  

          Did you cancel, we just did and cost 6000 points, not sure if we will get these back or not.

          •  

            @Jono258: I got slugged 6000 points as well. Poorly worded press release I reckon.

            I did as they instructed but there was no "voucher" option. Pissed off to be charged a 6000 point fee for an 8000 point flight (ADL-MEL).

            •  

              @Qbagger: Same here. When credit card earns 1point for $1 spent its crazy

              •  

                @Jono258: Great news - just cancelled another flight made as a Classic Awards booking and they have now waived the 6000 point cancellation fee.

                Now when I can get through to Qantas I'll try and negotiate on the one I cancelled on 16/3. Good luck all.

                •  

                  @Qbagger: I cancelled a Classic Awards Booking today and it mentioned the cancellation fee was 6000 points… I went ahead anyway. Hoping they just return all the points and refund the taxes.

    •  

      Paid entirely with Jetstar points, when refunding it paid the entire equivalent flight and fares back in a voucher $ value
      Copy and pasted:
      Form of payment Cash/Check
      Payment Status confirmed
      Payment Amount $263.00AUD
      Amount Paid $263.00AUD
      Refund amount in voucher credit $-263.00AUD

  • +21 votes

    They will most likely cancel the flights anyway due to low demand so if you wait then you will get a refund instead of a voucher.

    • +2 votes

      also what I was thinking.. I'd rather wait it out to receive a refund instead

      • -6 votes

        If they cancel your flights then just means they have to find you an alternate one.(not refund it)

        • +2 votes

          You just have to then say the alternative is no more viable ad you are going for a set date or function, then you got a refund. That's why always book direct through alirline and use their price match policy

    • +4 votes

      I had Jetstar flights to Bali for 4 and they were doing some reshuffling of flights due to cancellations and low demand I assume, and since their new flight option was in the afternoon and the original booking was a morning flight we were entitled to a full refund. Their policy is that if there is no new flight to choose within 6 hours of the original booked flight you can cancel for a full refund.

    • +1 vote

      Not quiet true
      Qantas cancels and bumps to Jetstar
      You’re not likely to be delayed and bumped over to Jetstar then get a refund during this period :)

    • +1 vote

      I was watching the Melb to Phuket flight today. First it was delayed by 3 hours and then cancelled. Looks like they're trying to get people to buy vouchers rather than cancelling flights early.

  •  

    Not seeing this option online. Will definitely do this when it becomes available.

    •  

      Just noticed it’s only valid for 12 months from original ticket issuance. Much less useful.

  •  

    does this apply to Aunt Betty bookings? not very clear on the release if this offer also applies, just says to contact them for any changes.

    "If flights were booked through a travel agency or third-party website (eg. Webjet, Booking.com), customers will need to contact them directly to make changes to their booking"

    • -2 votes

      travel agents like aunt betty will provide the airline ref number. Login to your flight using this number and your surname on the Qantas flight. Manage booking and you should be able to do it,

      • +4 votes

        You can't do this if you booked through a 3rd party (e.g. Aunt Betty), all of those features are disabled in the Qantas system. You must contact the agent.

    • +3 votes

      call your uncle instead.

    • +2 votes

      Yes, it applies to bookings via agent. They have been given a waiver authority number that they can insert into your booking to waive any fees from Qantas.

  •  

    Does this apply for Qantas flights booked outside of Australia? I have gone into Manage Booking > Cancel and it says I have to call up.

    Had to use Qantas Japan to book my one-way Japan flight back into Australia (was part of a big multi-leg Asia trip).

  • +10 votes

    Probably best waiting until later in the month before anyone tries to exercise this.. If QF / JS end up cancelling the flights and a refund is available, it's clearly better than a credit note. Giving 1-1.5 weeks to see if they cancel your flight could be worth the wait.

  •  

    For Qantas customers, travel credit can be redeemed for travel for up to 12 months from the original booking.

    So if our booking was in November 2019, we only have 6 months left before credit expires?

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