Coronavirus: Laggardly Qantas leaving passengers in bookings limbo

Qantas is leaving passengers with international flight bookings in limbo by refusing to cancel services from October onwards.

Qantas has conceded its policy of delaying the cancellation of overseas flights may be ‘frustrating’ for travellers. Picture: Getty Images

Qantas is leaving passengers with international flight bookings in limbo by refusing to cancel services from October onwards, despite a federal government ban on overseas travel being extended to December 17.

The Qantas position means those who opt to cancel their overseas flights face a penalty even though there is virtually no prospect of the services being operated.

On its website, Qantas says it knows it is “frustrating however we don’t want to cancel flights that we may be able to operate”.

Chief executive Alan Joyce has said international flying would not resume in any significant way until July 2021.

A spokesman indicated an update was likely in the next few weeks, with the schedule for international flights now a month-by-month consideration. “We continue to work through an unprecedented number of booking changes due to travel restrictions,” he said.

“Our flights are being cancelled in stages to best manage this, with impacted customers being contacted and provided with their options.”

The situation has floored travellers who want fares refunded for flights they know they won’t be able to take because of the government ban.

Lifetime gold frequent flyer Ian Harris said he was still waiting for a refund for $12,500 for premium seats on Brisbane-Chicago flights booked in June.

“We held on until the flights were cancelled by Qantas and were told we should not expect a refund for 10 weeks,” he said.

“It’s been over 10 weeks now and we’re still in the dark. My loyalty to Qantas is completely shot.” He contrasted the treatment from Qantas to that of China Airlines, which contacted his travel agent the day after the overseas travel ban was extended.

“China Airlines said they would … provide a refund, no mucking about,” he said.

Qantas has already been admonished once by the Australian Competition & Consumer Commission which raised concerns the airline was not adequately informing passengers of their right to receive a refund.