Qantas has further extended its flexible booking policy until 31 March 2021: a great incentive for customers to book flights given the potential for more travel restrictions and border closures if Covid-19 cases pop up.

For paid fares, Qantas customers can change the date of their flight one time prior to departure without incurring a change fee (which is not as generous as Virgin Australia’s policy, which permits unlimited changes). It applies to domestic Qantas and trans-Tasman flights booked by 31 March 2021 for travel until the same date.

If you want to change your flight dates, you’ll need to do so before your scheduled date of departure, and also cover any fare increase for the new flights.

For reward seats booked with Qantas Points, Qantas has also extended free changes and cancellations until 31 March 2021. If you choose to cancel, the total Qantas Points used and any taxes, fees and carrier charges paid will be refunded in full with no cancellation fee.

Before booking, make sure to check the latest Government travel requirements, which may include mandatory health declarations, use of face masks, entry permits, pre-approval and quarantine (possibly at your own expense), or you could be denied entry.

More information about the Fly Flexible policy is available here.

Virgin Australia’s has formally exited voluntary administration under new owner Bain Capital and unveiled initial details about its future direction as a ‘mid-market’ airline.

On her official first day as new CEO and Managing Director, Jayne Hrdlicka has today released a plan for the airline to “compete in its mid-market heartland” for guests who want a “more premium experience at an affordable and competitive price.”

While many details remain unclear, the plan’s major elements include:

• continuing to offer Economy, Economy X and Business Class seating, but with cheaper fares and a reshaped business class offering
• a smaller network of lounges, to open as travel demand resumes, with the Brisbane Lounge re-opening today
• a ‘new-look’ Virgin Australia Lounge, which will open in Adelaide in early 2021 and roll out across the lounge network over time
• new self-service and assisted check-in and baggage drop facilities at airports
• an updated and more integrated Virgin Australia app
• a “comprehensive network” of domestic and regional destinations.

In-flight experience

The airline will ditch complimentary snacks and meals in economy, but will continue to offer free tea, coffee and water. The airline will launch a buy onboard food and drinks menu early next year.

In-flight Wi-Fi and entertainment remain under review, with more details to be announced in 2021.

Virgin Australia will continue to offer Economy-X seating, which provides extra leg room and a dedicated overhead luggage compartment, saying this is a popular upgrade purchase for Economy customers.

Virgin Australia Economy X

The airline will retain Business Class seats but the offering as a whole is under review, with more details on what customers can expect due to be revealed next year.

Lounges

As government-imposed travel restrictions ease and travel demand resumes, Virgin Australia will re-open a smaller network of domestic lounges at airports where high volumes of frequent flyers travel.

These include:

• Melbourne
• Sydney
• Brisbane (reopening today)
• Adelaide
• Perth
• Gold Coast

The Darwin, Cairns and Mackay lounges will close, while the Canberra lounge remains under review.

Initially, lounges will offer guests an interim food and beverage menu, which will be reviewed as the lounge network gradually re-opens and passenger volumes return. The offering will adhere to COVID-safe protocols and will include fresh and pre-made food, including sweet and savoury snacks, sandwiches and fruit, along with barista-made coffee, juices, wine and beer.

The recently built Adelaide Lounge will open in the first quarter of 2021. The lounge is a prototype of the “Virgin Australia Lounge of the future” with a new design that will roll out across the network over time. The airline hasn’t provided any further details.

Virgin Australia’s Premium Entry feature will remain.

Lounge memberships that expired during the COVID-19 period will be extended for 12 months from the original expiry date.

Airport experience

New self-service and assisted check-in facilities will open across major airports by December 2021, simplifying the airport experience and leveraging new technology.

The hybrid check-in facilities, which currently feature in Melbourne and Perth, will allow Virgin Australia to streamline customer flow through the airports.

The facilities, a mix of kiosks and assisted check-in counters, mean Guest Services agents can come out from behind a desk and provide a more concierge-style service for passengers.

Velocity Frequent Flyer 

The airline says there will be no material changes to its loyalty program, and its 10 million members will continue to earn and redeem Velocity Points through a host of airline and non-airline partners.

Velocity granted a 12-month status extension earlier this year, and there has been no change to the number of points needed to redeem rewards.

The program will announce a number of “significant” new partnerships in 2021, giving members more opportunity to earn points on every day spend.

CEO Commentary

Speaking at Brisbane Airport today, Ms Hrdlicka said Virgin Australia exits voluntary administration “with a renewed sense of who we are and who we are here to serve.”

“Today, we’ve announced a plan that will ultimately give our customers what they value without the big price tag: premium lounges, a new and fresh retail offering onboard, a choice of cabins, better digital technology and a more streamlined check-in experience. We will also continue to deliver our award-winning service, strong network of destinations, an award-winning frequent flyer program and a safe and reliable operation.”

“Australia already has a low-cost-carrier and a traditional full-service airline, and we won’t be either. Virgin Australia will be a mid-market carrier appealing to customers who are after a great value airfare and better service. We will continue to evolve our offering for our customers based on data and feedback, but the Virgin Australia experience millions of travellers know and love is here to stay.”

To get news like this delivered straight to your inbox, subscribe to our newsletter:

UPDATE 19/11: Qatar Airways has reversed its decision (saying it was a “communications error”) and business class award seats will continue to come with lounge access and other standard benefits.

PREVIOUS 18/11:

Qantas partner and oneworld alliance member Qatar Airways has overhauled its fare structure to offer several types of business class fares, including an ‘unbundled’ type called Business Class Classic which excludes lounge access and advance seat selection but allegedly comes with a reduced price.

As part of this move, Executive Traveller reports that the airline will assign business class award bookings to the Business Class Classic fare, meaning passengers will not have automatic access to a lounge at the airport nor advance seat selection – perks that are almost universally expected when travelling business class, including on points.

Seat selection will only be available when customers check in. Other benefits like priority baggage tagging, priority boarding, and inflight dining and entertainment will continue to be provided.

Choosing your seat with Qatar becomes more complicated

This is a shocking move for a ‘premium’ airline and will no doubt come as a big surprise and disappointment to passengers. I imagine many will not be aware they can’t access the lounge until they arrive at the airport and are told by staff. That will ruin the experience for many people.

No matter whether you book using Qatar Airways’ Qmiles or Qantas Points, you’ll now need to rely on status to get you free advance seat selection and lounge access, or pay extra to do so.

Travellers with gold or platinum status with Qatar or Qantas, or the equivalent with another oneworld airline, will continue to have complimentary lounge access. For everyone else, you’ll need to find a lounge with paid entry (which does include Qatar’s Doha lounges, costing upwards of $100 per person) or rely on a credit card to get you in (eg. the American Express Platinum Card comes with worldwide lounge access).

Travellers with elite status should also continue to have free advance seat selection.

This is such a disappointing move from Qatar Airways. Let’s hope other airlines don’t follow suit.

To get news like this delivered straight to your inbox, subscribe to our newsletter:

With Covid-19 restrictions easing and travel perking up around the country, Qantas is set to open most of its airport lounges by early December.

This is great news for eligible Qantas customers with travel plans over the summer, who can now look forward to a comfortable pre-departure experience.

As reported today by Executive Traveller, Qantas will open the doors to most domestic airport lounges on December 2.

This will include the majority of Qantas Clubs, including those adjacent to Business Lounges which are already open.

The main exception is Melbourne, where only the Business Lounge is expected to welcome travellers (all eligible lounge guests can use this lounge, including gold frequent flyers and Qantas Club members, subject to capacity).

As restrictions further ease in Victoria and travel volumes increase, Qantas will eventually re-open the Qantas Club.

Some regional lounges such as in Darwin, Devonport and Launceston don’t have a set reopening date, but will welcome guests when there’s sufficient demand, according to Qantas.

The lounges in Rockhampton and Port Hedland will remain closed due to terminal works.

Qantas hasn’t yet updated the full list of lounge re-opening dates, but you can keep your eye on it here.

The lounge experience has changed a little due to Covid. As part of the Qantas Group’s ‘Fly Well’ program, a number of measures have been put in place to promote the health and wellbeing of passengers and staff, including:

• capping the number of guests to comply with state-specific restrictions on indoor gatherings
• a hosted All-Day Snacking Station replacing ‘self serve’ buffets and drink stations, or alternatively a ‘tray-around service’ which sees staff bring individually-plated dishes to your seat
• disposable coffee cups
• additional cleaning protocols
• sanitising stations

Virgin Australia has unveiled a new type of travel credit which can be used to book flights until June 2023. The Future Flight Credit replaces some of the credits passengers received for Virgin and Tigerair flights and holiday packages that were cancelled due to COVID-19.

Customers eligible to receive a Future Flight Credit include:

• certain customers with flights or holiday package bookings made prior to 20 April 2020 that have been cancelled
• customers holding Travel Bank credits issued prior to 20 April 2020
• customers with a claim for monetary expenses in connection with a flight or holiday package booking made prior to 20 April 2020.

Virgin says it will notify customers who are entitled to receive a credit, or you can enquire directly by calling 13 67 89.

If you made your booking via a travel agent, you will need to contact your agent for assistance.

The credit comes with some strings attached.

First, it can be used to book economy or business class flights operated by Virgin Australia, but not codeshare flights with partners such as Singapore Airlines and Etihad Airways.

Bookings must be made by 31 July 2022 for travel to 30 June 2023. The booking can be in anyone’s name, and the credit can be used over multiple bookings.

The credit must be used to book a specific fare type called a Future Credit Fare, and Virgin says that availability will be limited. In other words, just because there are unsold seats on a flight doesn’t mean you’ll be able to book a seat using your credit.

A Future Credit Fare will need to be available, and Virgin recommends “booking early”.

As well as paying for the fare itself, the credit can be used to upgrade to Economy X as well as for excess baggage, carbon offset and lounge pass fees.

To find out more, check out the info Virgin has published on its website here.

To get news like this delivered straight to your inbox, subscribe to our newsletter:

Virgin Australia’s Velocity Frequent Flyer program has released a program update which announces a range of cuts to benefits with partner airlines. In separate news, CEO Paul Scurrah is also set to leave the airline in early November.

Airline Partner Operated flights with a VA flight number

Velocity members will no longer earn Velocity Points, Status Credits or a Tier Bonus on codeshare flights operated by partner airlines (i.e. flights with a Virgin Australia (VA) flight number). Retrospective claims for missing points and status credits must be submitted by 14 April 2021.

Oddly, Velocity members will continue to earn points and status credits when travelling with these partner airlines under their own flight codes (eg. SQ with Singapore Airlines).

Velocity members will continue to earn Tier Bonus when travelling on Virgin Australia, Delta Air Lines and Etihad Airways.

Partner Airline Lounge Access

Velocity Platinum and Gold members will no longer be able to access the Alitalia, Hainan Airlines and Hong Kong Airlines lounges. Velocity Platinum and Gold members can continue to access all other eligible Velocity airline partner lounges.

Delta Air Lines

Velocity Platinum, Gold and Silver members are no longer eligible for Complimentary Upgrades to Delta Comfort+ and Velocity members will no longer be able to upgrade with points on Delta operated flights booked with a VA flight number.

Velocity Members will continue to receive frequent flyer benefits including earning and redeeming points when flying on Delta. Lounge access will also be available to eligible members.

Predictably, the airline says these changes are a “consequence of COVID-19 and some government-imposed international travel restrictions”, though the shake-up is also likely due to the airline restructuring under new owners. It’s not clear if these changes are temporary or if the benefits will be reinstated when international travel resumes.

CEO resigns

Virgin has also confirmed that CEO Paul Scurrah will step down in early November, to be replaced by former Jetstar boss Jayne Hrdlicka.

This comes after media reports of turmoil within Virgin’s executive ranks over tension with new owner Bain Capital about the low-cost direction it wants to take the airline.

In a statement today, the airline’s administrator has reaffirmed that “Virgin Australia will not be repositioned as a low-cost carrier. Virgin Australia will be a ‘hybrid’ airline, offering great value to customers by delivering a distinctive Virgin experience at competitive prices. This will appeal to the full spectrum of travellers, from premium corporate through to more budget-focused customers.”

We’ll see if this remains true when Bain Capital officially takes the reins next month.

To get news like this delivered straight to your inbox, subscribe to our newsletter: