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CHOICE share guide to get refunds from Qantas, Jetstar, Tigerair and Virgin

Your guide to travel cancellations and refunds during the COVID-19 crisis: Experts reveal EXACTLY what airlines are offering customers who are trying to get their money back

  • Australian airlines are offering travellers refunds, credit vouchers or rebookings
  • There are different policies in place depending on which airline you booked
  • CHOICE has offered a guide on what to do if your flight has been cancelled
  • Budget airlines such as Jetstar and Tigerair are only offering credit voucher
  • Qantas and Virgin offer full refunds for cancelled flights – but only if you ask 

Australian airlines are offering travellers refunds, credit vouchers or rebookings after suspending flights due to the coronavirus pandemic.

Thousands of travellers are desperately cancelling their upcoming holidays following the federal government’s warning against all non-essential travel.

But with different policies in place depending on the airline a flight was booked through, some don’t always offer you a refund unless you ask.

So to help you get your money back, consumer organisation CHOICE has offered a guide detailing exactly what to do if your flight has been cancelled due to COVID-19.

Travellers are entitled to a full refund if Qantas cancels your flight and is unable to offer you a suitable alternative (file image)

QANTAS

Half of Qantas’s domestic and all of its international flights have been suspended until May 31.

For flights due to depart before July 31, you can claim a credit voucher that will be valid until December 31, 2021. 

Travellers need to claim the credit voucher by April 30. You can use the voucher only for fares that are equal to or higher in value than the original fare you paid. For higher fares, you’ll have to pay the difference.

Travellers are entitled to a full refund if Qantas cancels your flight and is unable to offer you a suitable alternative. The refund will only be processed upon request, according to the airline’s conditions of carriage.

For Jetstar flights due to depart before July 31, you can claim a credit voucher (file image)

For Jetstar flights due to depart before July 31, you can claim a credit voucher (file image)

JETSTAR

Jetstar has suspended 70 per cent of its domestic flights and all international flights until May 31.

For flights due to depart before July 31, you can claim back the cost of your flights as credit.

The voucher can be redeemed 12 months from issue for travel up to one year ahead of the booking date so customers have up to two years to take their next trip. 

Customers can only receive a credit voucher if their flights have been cancelled. The airline’s conditions of carriage doesn’t mention refunds.

Travellers are entitled to a full refund if Virgin changes or cancels the flight and is unable to make suitable alternative arranges - but the refund will only be processed if the customer asks

Travellers are entitled to a full refund if Virgin changes or cancels the flight and is unable to make suitable alternative arranges – but the refund will only be processed if the customer asks

VIRGIN

Virgin Australian Group has reduced its domestic capacity by 90 per cent and suspended all international services until June 14.

For flights due to depart by June 30, travellers can re-book or claim a credit voucher.

The airline will waive the cancellation or change fees but you’ll have to pay the difference for higher fares.

Under Virgin Australia’s Guest Compensation Policy, travellers are entitled to a full refund if Virgin changes or cancels the flight and is unable to make suitable alternative arranges. The refund will only be processed if the customer asks for one.

Travellers with an existing booking can only claim a flight credit. The policy doesn't mention refunds for cancelled flights that are outside of the airline's control (file image)

Travellers with an existing booking can only claim a flight credit. The policy doesn’t mention refunds for cancelled flights that are outside of the airline’s control (file image)

TIGERAIR

Tigerair has suspended all of its flights due to the current unprecedented situation regarding COVID-19.

Travellers with an existing booking can only claim a flight credit. The policy doesn’t mention refunds for cancelled flights that are outside of the airline’s control.

The budget airline said in a statement it’s currently working through the process of transferring Tigerair Flight Credits to a Virgin Australia Travel Bank.



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