On 19 June 2020, the ACCC advised that Qantas has begun contacting customers to confirm that they may be entitled to a refund for domestic or international flights cancelled or suspended due to coronavirus travel restrictions, where the airline can’t provide the customer with an acceptable alternative flight.

The ACCC raised the concern that Qantas’ communication with affected customers was unclear and didn’t adequately explain that refunds were available, rather than the credits they were providing to customers.

Customers who are unhappy with receiving a credit, or no longer want one are encouraged to contact their travel agent to seek a refund on their behalf in light of the update.