If you had a flight cancelled during the chaos of the COVID-19 pandemic, you might have been issued a travel credit by Virgin Australia.
But here’s the catch: if you haven’t used it yet, time is running out—fast!
Virgin customers have just until June 30 to not only book, but also complete their travel using these credits. After that, any unused credits will vanish into thin air, and there’s no getting them back.
What’s the Deadline and Who’s Affected?
Virgin Australia issued travel credits for flights cancelled between 21 April 2020 and 31 July 2022.
However, if you received one of these credits, you must use it—and actually fly—by June 30. It’s not enough to simply make a booking before the deadline; you need to have taken to the skies by then.
A Virgin spokesperson explained: ‘Any unused credit can still be used on future flights up until 30 June, with Virgin Australia or our partners, either for the named individual or for a family member or friend.’ So, if you can’t travel yourself, you can transfer the credit to someone else. But after June 30, it’s gone for good.
How Many Credits Are Still Unclaimed?
According to Virgin, more than 90 per cent of credits have already been claimed. However, there’s still a whopping $93 million in unclaimed credits sitting in their accounts. The airline also says they’ve sent out regular reminders, but many accounts have seen no activity for over three years.
What About Qantas and Jetstar?
If your cancelled flight was with Qantas or Jetstar, the situation is a little different:
- Qantas: After some public backlash, Qantas removed expiry dates on its COVID credits. However, you can no longer use these credits to book flights. Instead, you can only claim a refund—and you have to call Qantas to request it. Refunds aren’t automatic, so if you’re owed money, you’ll need to pick up the phone.
- Jetstar: Jetstar also removed expiry dates on its COVID credits. Customers should have received an email with their voucher details, and can use these credits to book flights online or over the phone.
Why Isn’t Virgin Offering Refunds?
Consumer advocates, including Choice’s Andy Kelly, have called on Virgin to offer refunds for unused credits, especially for people who can no longer travel due to changed circumstances or health issues. Many people booked flights for specific events—funerals, family reunions, or holidays—that are no longer relevant.
However, Virgin is sticking to its guns. Under Australian Consumer Law, airlines aren’t required to offer refunds for flights cancelled due to government-imposed travel restrictions, like those during the pandemic.
Instead, the remedy depends on the airline’s terms and conditions. Virgin says they’ve made credits easy to use, including allowing them to be transferred to friends or family.
Why Do Airlines Make It So Hard?
Let’s be honest—airlines benefit when customers don’t use their credits. If you forget or the process is too complicated, they get to keep your money without providing a service. Some consumer advocates argue that airlines add ‘friction’ to the process by requiring phone calls, imposing restrictions, or making the process confusing.
Qantas, for example, says they require customers to call for refunds because many credit cards used for bookings have expired, so they can’t automatically process refunds. But for many, this just adds another hurdle.
How Do I Check and Use My Credits?
Here’s a quick guide for each airline:
Virgin Australia
- Credits are stored in your ‘travel bank’. You should have received an email with your account number and login details.
- Book flights directly on the Virgin Australia website and select ‘travel bank’ as your payment method.
- You can also book over the phone.
- If you’re unsure about your travel bank details, visit Virgin’s website to retrieve them or call their guest contact centre on 13 67 89.
Qantas
- Credits can only be claimed as a refund.
- Call 1300 668 885 (Australia) or +61 2 9123 7495 (overseas) to request your refund.
- However, if you booked your flight through a travel agency, you’ll have to go through them.
Jetstar
- According to the airline, you should have been sent an email with your Jetstar Airways COVID voucher.
- Customers can claim their voucher by booking through the airline’s website, selecting the ‘use a voucher or a gift card’ option as a payment method.
- Then you’ll need to enter your voucher number.
- You can also claim your credits by booking over the phone and quoting the voucher number as a payment method.
Don’t Let Your Money Go to Waste!
If you think you might have a credit, don’t delay—check your emails, log into your airline account, or give them a call. Even if you can’t travel, you might be able to transfer the credit to a family member or friend. And if you’re with Qantas, don’t forget to call and request your refund.
Key Takeaways
- Virgin Australia COVID travel credits issued between 21 April 2020 and 31 July 2022 expire on 30 June, and customers must not only book but also travel by that date to use them.
- More than 90 per cent of Virgin’s travel credits have already been claimed, but about $93 million in credits remain unclaimed; after the deadline, unused credits will be lost.
- Qantas and Jetstar have made COVID-19 flight credits redeemable as refunds (for bookings made on or before 30 September 2021), but customers have to call the airline to request their refund, as it’s not automatic.
- Consumer advocates have criticised the airlines for adding unnecessary barriers to claiming credits or refunds, arguing that companies benefit when customers don’t use their credits, and calling for Virgin to also offer refunds.
Have you had trouble claiming your COVID travel credits? Did you find the process easy, or was it a headache? Do you think airlines should be doing more to help customers get their money back? Share your experiences and tips in the comments below!
