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In a move poised to disrupt the airline industry, the Qantas Group announced an unprecedented change to its COVID credit policy. Effective immediately, Qantas will remove the expiry date on COVID-19 travel credits, offering a level of flexibility unparalleled in the global airline sector.

Statistics show that Qantas’ latest policy shift comes at a crucial time. According to the International Air Transport Association (IATA), airlines globally provided $173 billion worth of travel credits during the peak of the pandemic in 2020. With many airlines setting the clock on expiry dates, a significant chunk of these vouchers—estimated at around 30%—were set to expire by the end of 2023.

But Qantas has diverged from the industry norm. “These credits and vouchers will never expire,” Qantas Group CEO Alan Joyce said in a customer video message. This comes after Qantas extended the deadline three times, acknowledging shortcomings and frustrations with the initial credit system.

If removing the expiry date wasn’t incentive enough to hold onto your credits, Qantas offers an additional carrot. Starting September 4, 2023, and lasting through December 31, 2023, the airline will offer double the standard number of Frequent Flyer Points on flights booked using Qantas COVID credits. However, due to system limitations, these COVID credits must be converted into a travel booking before the cutoff date but can be refunded as cash at any point thereafter.

Jetstar customers also get a slice of this consumer-centric pie. Their COVID vouchers can now be used indefinitely for flights without a deadline.

Qantas has undertaken several initiatives to keep customers informed to avoid potential misuse and confusion. The company will continue to reach out through various channels—emails, text messages, phone calls, and even advertisements. Moreover, Qantas collaborates with travel agencies to streamline the refund process for tickets not booked directly through the airline.

Beyond consumer benefits, this seismic policy shift has broader implications. It positions Qantas as a market leader in customer service and financial flexibility, qualities that could drive brand loyalty and long-term revenue. Alan Joyce noted, “We’re doing this because we’ve listened… All up, this is one of the most flexible approaches that any airline has taken to its COVID credits.”

Frequently asked questions have been answered as well. For instance, Qantas can’t automatically refund the credits to credit cards since many of them date back to 2019 and have expired. The airline also clarified why they can’t issue checks—aside from being antiquated, they don’t hold updated postal addresses for all their customers.

In summary, Qantas has set a new industry benchmark by listening to its customers and acting decisively in their favour. It’s a move that could inspire other airlines to follow suit, creating a ripple effect of consumer empowerment in an industry hit hard by the pandemic.