flight credit vouchers not appearing on bookings page

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Yes, the voucher/flight/voucher i just cancelled has disappeared as well...
I'm hoping I haven't hit an expiry date issue from this being recycled from cancelled flights last year.
Just for S&G I have played around with this a bit more with my own credit voucher. So I picked a different, cheaper, route than the original booked. quite unexpectedly and contrary to the above expectation I was offered discounted Y fares (ie lower booking class) BUT they had a higher $ value than the original (which means the "equal or higher" component) so, it's not just booking class related, but value. That makes it even weirder if you ask me. I had expected to not be offered anything lower than the original K fare bucket, and probably higher (as in the above post). To be honest this is an example of where "Flex" does not always mean "Flex" because I would have thought that I should be offered the K fare as it stands and not forced into a higher bucket as I was. So that is all quite frustrating and not quite making sense.

However in general terms fight credit vouchers are governed by the particular fare conditions of the original fare, and some of them can have, as I noted, items that force higher fares even if the same fare and price exists. Not all though. For example Business fares don't seem to force that in my experience.. it seems to be the cheaper (ahem "flex"?) fares that mostly force this nonsense.

anyway that's my extended explanation

Yes, it's a combination of fare class and value. Pre-covid it used to also be possible to do some interesting things with sale fares (typically E) depending on if it was a non sale or sale period.

However, I'm not sure I've seen fare conditions that say you must go into a higher fare class.
Also Q is a lower fare than K... You possibly seeing a relaxation due to covid things.

www.qantas.com/au/en/frequent-flyer/earn-points/airline-earning-tables/earn-category-tables.html?int_cam=au%3Aairline-earning-tables%3Aarticle%3Afrequent-flyer-earn-categories%3Aen%3Ann
 
Just as an aside, I don’t have all my flight credits listed on the account. My understanding is this is because they were originally “gift vouchers” so they fall in an alternative bucket.....

the 4 that are have 31 December 2023 expiry dates.

https://www.qantas.com/au/en/travel-info/travel-updates/coronavirus/booking-changes-and-refunds.html
this suggested one could fee-free change dates rather than stick them into a credit voucher which might be a better alternative for some...

I can’t remember the booking ref for the gift vouchers but a handy reminder to stick them in a digital note for handy reference....and report back once done so
 
Also Q is a lower fare than K... You possibly seeing a relaxation due to covid things.
yes, my bad. I meant H class (no idea why I wrote Q duh)

I think a lot of that stuff is legacy in terms of why one is forced into a higher fare bucket (however for J fares I had an instance when I -> I no issue - so actually ended up being offered - and I am not making this up - a lower business class fare for a sector from that of the fare in the voucher.. which seemed to break the T&C. I didn't take it up for other reasons, but it was offered to select.. but I digress.
 
One problem I've had is having too many bookings, it seems after 30 sectors are listed in the my bookings section on the QF website nothing more appears, including vouchers...not sure if this may be why your vouchers are not appearing also
 
Following my earlier post, I seem to have 3 types of credits...

1 group listed on the QF website bookings list
the next two
1 group that originated from gift vouchers for which the booking refs are accessible as “shell items”, so they can be seen online merely a placeholder so to speak
1 group of auto cancelled by QF (allegedly a credit voucher) despatched into the “black hole” and creates an error when searching for the booking ref. Cant be seen online at all!

not really sure why this occurs presumably it’s a multi “systems“ issue?

because all this tallies to around $1400 I’m not especially concerned for the time being

splitting vouchers
the other thing I recall from this thread was the “equal or greater value”. I thought this rule was amended as many had credits for J or F which weren’t going to be easy to re-use. Is that still the case ?



combining vouchers
the other question was about combining 2 or more vouchers for one new fare.... is this still a thing ?

and another
 
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With some fare types, specially less flexible ones, such as those in red-e-deal and discounted Economy categories, say booked in Q or N or O(and others), one of the conditions usually is that changing the flights must go to a higher fare booking buket, usually the next highest. One of those legacy things.
I do not believe that is the case at the moment under "book with confidence" .

Such credits currently can be used with any fare and if there is a residual amount a new credit and reference is issued.

It seems sometimes some airline staff are not setting up these credits correctly.
 
I do not believe that is the case at the moment under "book with confidence" .

Such credits currently can be used with any fare and if there is a residual amount a new credit and reference is issued.

It seems sometimes some airline staff are not setting up these credits correctly.
Agree about residual amount/credit.

However my own experience differs as above - ie I was ONLY offered an H fare from a cancel of a K fare despite K fares (and lower) being offered on the same route of the cancelled ticket (and any others I tried). Bug maybe but definitely, at least in my anecdotal experience, there was definitely a push up to higher fare offering for the credit voucher vs a "normal" booking. And yes, the example dates and routes I was trying met all the conditions as did the canceled booking as far as I can tell.

I am sure others mileage will (and hopefully!) vary !
 
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The idea to book a flight that would be cancelled is a good one. If QF cancels you're entitled to a *refund* and that would be the most ideal thing. It's a pickle for sure.

You may also be able to get the voucher modified from two pax to one or something else. It may be worth trying to talk to QF about it given the value involved.

best wishes.
Success on Refund! Thanks RichardMel for your advice. For those who are in a similar position, I waited until Qantas cancelled the first leg of our multi-city flights (first leg was Bris - Syd) then rang (131131) at 6:00 am this morning and spoke to a very efficient lady. A full refund was approved without fuss, all done in five minutes from dialing to finish. I was very surprised after previous attempts (Pre Covid) cost me hours on the phone and chat for an unsuccessful outcome.

By the way, I did not receive any communication from Qantas other than noticing the word cancelled (in yellow) on my app and website. I had to dig a lot deeper to find they had rescheduled me to a later flight on the same day.

I have to say that being able to see other traveler's experiences on this forum helped me make the decision to wait it out. Otherwise I would have cancelled and possibly had to accept a voucher which, as we know, Qantas can make it very difficult to use to pay for new flights.

Thanks Australian Frequent Flyer.
 
I'm after some advice as well please.
  • Made a single booking for 2 people in October 2019 for a domestic Australia flight
  • Flight was for April 2020
  • Flight was cancelled due to COVID
  • I called Qantas to receive this confirmation and they said all I could get a credit
  • I accepted this
  • Qantas said I wouldn't receive any cancellation booking confirmation as their system was so swamped and that "just call us when you want to use the voucher as everything will be against your account"
  • I actually called a week later to see if I could get an email or cancellation confirmation number but they told me the same thing (this was April 2020)
  • Have just read an ACCC article stating everyone was eligible for a cash refund so I emailed Qantas
  • 2 weeks later no reply so I am on the phone to them currently
  • They have 0 record of my booking in their systems they have told me and "information is missing"
  • They apparently have found my flight, but say 3 passengers are on the flight (they told me the 3rd passenger name and I have told them I have absolutely no idea who this is)
  • They have asked for my ticket numbers, flight number, reservation names, reservation numbers, departure and arrival City, if I booked online or via a travel agent
  • They have said if I don't have the ticket number for this 3rd passenger they cannot proceed
  • I told them I can send them my e-ticket tax invoice from Qantas providing just 2 passengers were booked...
Any recommendations for what on earth I should do?! It would be apparent that even if they don't give me the cash refund, the credit voucher has also now 100% been lost in their archaic system.
 
G
Did you cancel or did qantas cancel? If qantas, you should be able to get a full refund.
To be honest, it was so long ago I can't remember if I proactively cancelled, or if Qantas cancelled.

I have found an email from Qantas saying "confirm your voucher refund" so I feel they cancelled the booking but I can't confidently remember.

The operator has just told me "this is called a past booking because it was made so long ago, when we do things here we move things and as it's so long ago it is lost" 🤦‍♂️

At least he's trying to be helpful, but it's been 51 mins on this csl answering the same questions for him to "search" for 5mins and then asking me to repeat everything again. Absolutely ridiculous.
 
I'm after some advice as well please.
  • Made a single booking for 2 people in October 2019 for a domestic Australia flight
  • Flight was for April 2020
  • Flight was cancelled due to COVID
  • I called Qantas to receive this confirmation and they said all I could get a credit
  • I accepted this
  • Qantas said I wouldn't receive any cancellation booking confirmation as their system was so swamped and that "just call us when you want to use the voucher as everything will be against your account"
  • I actually called a week later to see if I could get an email or cancellation confirmation number but they told me the same thing (this was April 2020)
  • Have just read an ACCC article stating everyone was eligible for a cash refund so I emailed Qantas
  • 2 weeks later no reply so I am on the phone to them currently
  • They have 0 record of my booking in their systems they have told me and "information is missing"
  • They apparently have found my flight, but say 3 passengers are on the flight (they told me the 3rd passenger name and I have told them I have absolutely no idea who this is)
  • They have asked for my ticket numbers, flight number, reservation names, reservation numbers, departure and arrival City, if I booked online or via a travel agent
  • They have said if I don't have the ticket number for this 3rd passenger they cannot proceed
  • I told them I can send them my e-ticket tax invoice from Qantas providing just 2 passengers were booked...
Any recommendations for what on earth I should do?! It would be apparent that even if they don't give me the cash refund, the credit voucher has also now 100% been lost in their archaic system.
  • I told them I can send them my e-ticket tax invoice from Qantas providing just 2 passengers were booked...
You have proof of the e-ticket and booking information from Qantas? And they are unable to provide anything that supports their assertion of something different? What happens when you look up the booking reference in Manage My Booking? Regardless of who cancelled the booking you are entitled to either a voucher or refund, too long ago is not an excuse.

Also try submitting your evidence on the customer complaints form at https://www.qantas.com/au/en/support/contact-us/customer-care-feedback-form.html . Though no guarantee I have had some success with resolution with this channel in the past.

I have on occasion spent many months getting cancelled bookings refunded either the cash or points components regardless of what one or more customer services agents have said to the contrary; you do need to perservere to got a resolution and I hope you get it very soon.
 
  • I told them I can send them my e-ticket tax invoice from Qantas providing just 2 passengers were booked...
You have proof of the e-ticket and booking information from Qantas? And they are unable to provide anything that supports their assertion of something different? What happens when you look up the booking reference in Manage My Booking? Regardless of who cancelled the booking you are entitled to either a voucher or refund, too long ago is not an excuse.

Also try submitting your evidence on the customer complaints form at https://www.qantas.com/au/en/support/contact-us/customer-care-feedback-form.html

Thanks for the suggestions! No booking data is returned when I enter my details online. Says nothing exists. And yep, I do have my full e-ticket tax invoice with all details.

The service desk has called back and said they now have my booking on record and are looking into things.... So we'll see what happens!
 
It's good they have followed up in a reasonably timely manner. Hopefully the outcome is good for you too.
 
Yes I too was surprised about them following up. It seems they have found the booking now and agree they can provide a cash refund so we're sorting that out tomorrow! 1hr of craziness for a good outcome it's seen. Thanks for all your suggestions!
 
I guess at least I’m not alone. I’ve really gotten myself in a mess.

In Feb 2020, I booked a ticket via Expedia (I know, I know, book direct!; and I hadn’t done that in years, but it was a weird multi-city itinerary and the only place that could do it). It included one QF sector from MEL-WLG on its own QF ticket stock. Fine. Easy.

April 2020; cancelled by Qantas and converted into Flight Credit. That was my only option because of Expedia.

April 2021: booked new ticket for MEL-NLK return via Expedia with Flight Credit. All was fine. Paid a sizeable fare difference.

I then had to make 3 further changes to dates with minor fare differences, but in each instance, I did so through Qantas directly, who apparently just took over the ticket. They never mentioned a word or batted an eye about it originally being issued via an agency.

July 2021 and Qantas cancels the flights, at which point I give up and ask for a Travel Pass. Received opt-in email but no TP. Called several times, promised TP but never came. Then was told I’m not eligible despite Qantas cancelling because it was issued by a “travel agency,” even though QF had taken over the ticket. Only a Flight Credit. Whatever - 20 hours on hold and on the phone even with Gold status, I said fine.

Flight Credit finally arrives... in completely random number worth about 25% of original ticket and not matching any amount I’d ever paid anywhere along the line.

A dozen calls later and repeatedly being told this was being corrected, I was then told no, only Expedia can manage this. Except nope - Expedia can’t because Qantas had taken over the ticket, blocking their access in the process. QF then directed me to send confirmation from Expedia of this so they could proceed to issue the remaining amount directly. I then submitted written confirmation from Expedia that they couldn’t access the ticket at all through Qantas’ online complaint form as instructed. I received a generic response redirecting me back to Expedia and claiming my ticket doesn’t show the outstanding amount... that every agent and I myself can see on the tax invoice from Qantas issued by Qantas directly on the most recent change.

I called again, exasperated, because it seems when I do manage to reach a call centre agent who’s eager and tries to help, the follow-through never happens, the history is lost, and I have to start over. Today the agent put me on hold for over an hour to contact the Support and Ticketing departments, and told me that the Flight Credit amount I can see is only the taxes and fees, but that the remainder is “noted” on my reservation remarks... but no confirmation of this can be sent to me and no one has ever indicated this before.

I’d like to believe he has somehow made this clear in the booking but I won’t know unless I call in again and ask someone new, which I don’t have the mental preparation to do yet. It’s of course not visible online.

I have so little faith in this right now, but if I manage to reach someone who can correctly apply the full value, I’m tempted to just book a Trans-Tasman flight in late September (likely to be cancelled by QF) that’s worth more than the original ticket to use it up in one go. My hope then would be that the ticket will be reissued correctly and clearly fully controlled by Qantas so that I can ask for a TP or refund when it’s likely cancelled, but I have no idea. It’s $800 which isn’t the end of the world, but I’m just stunned by how awful this experience has been compared to credits with VA and NZ this year.
 
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