We arranged by email with the gold elite email address. The initial position was credit only so we politely pointed out that under the consumer guarantee act we were entitled to a refund as they had cancelled the flight for commercial reasons. They came back and agreed and said the policy had changed so may not have flowed through to an app update yet.

We were at all times polite reasonable non threatening and said we were sorry for the situation they were in. I think if you are happy with a credit fine. It didn’t work for us so we asked for a refund.

I think patience and politeness are key. In passing another hats off extending elite and other tiers another 12 month they are doing a great job in horrible circumstances.