Beware Qatar [COVID-19] refund policy

[agentgerko]

Unlike most airlines, Qatar Airways currently have adopted a policy which in unethical and possibly illegal under consumer law. If you hold a ticket to a destination that they stop flying to they are still enforcing full cancellation penalties, even though they can't provide what you paid for. My clients hold tickets to Kilimanjaro and QR ceased flights there a week ago, however the clients now have to choose between taking a credit, even though they have no intention of using QR again, or copping three high cancellation fees, made worse because QR fees are in USD. I thought it was illegal to keep someones money when you cannot provide the product they purchased.

 

[Cossie]

Guess I'll find out shortly, the US $ bit is a worry, same with Kenya Airways, the longer we leave the decision to cancel, the more it will cost in real terms.

 

[Pushka]

Unlike most airlines, Qatar Airways currently have adopted a policy which in unethical and possibly illegal under consumer law. If you hold a ticket to a destination that they stop flying to they are still enforcing full cancellation penalties, even though they can't provide what you paid for. My clients hold tickets to Kilimanjaro and QR ceased flights there a week ago, however the clients now have to choose between taking a credit, even though they have no intention of using QR again, or copping three high cancellation fees, made worse because QR fees are in USD. I thought it was illegal to keep someones money when you cannot provide the product they purchased.

Qantas are doing the same. Check in on that discussion.

Qantas Revenue booking cancellations (under covid19)

Has anyone managed to cancel their bookings now that Qantas had allowed cancellations until 31 March (for which you receive travel credit) The site says you can do it through MYB but none of my flights have a cancel option and I don't want to be calling them.

www.australianfrequentflyer.com.au

 

[agentgerko]

Incorrect Pushka. QF are offering either refunding in full or taking a credit for tickets where the flights have been cancelled by the airline. They are offering credits only for people who wish to change flights that are still shown as operating.

 

[get me outta here]

Pushka is correct, if you check the other thread what QF is saying and what they are doing if you ask them, is a bit different.
I cancelled 3 PNRs last night. One was a schedule change and the other two were still supposedly operating. Got full refunds (when they come through).

Incorrect Pushka. QF are offering either refunding in full or taking a credit for tickets where the flights have been cancelled by the airline. They are offering credits only for people who wish to change flights that are still shown as operating.

 

[odysseus]

I'd say it's a violation of Australian consumer Law. As tickets purchased here, the customers have every right to dispute this through the standard consumer redress channels, as well as credit card if applicable.

 

[Pushka]

I'd say it's a violation of Australian consumer Law. As tickets purchased here, the customers have every right to dispute this through the standard consumer redress channels, as well as credit card if applicable.

The devil is in the fine print and what that interpretation is. Which is why we have courts and why one side who thinks they are absolutely correct will always lose. And rich lawyers. And Travel Insurance.

 

[moa999]

And also depends on the market.
In Singapore appears both Scoot and Jetstar Asia are only offering vouchers

 

[agentgerko]

Yes, but Jetstar and Scoot have never allowed refunds anyway, except maybe on their very highest fares.

 

[p--and--t]

Emirates also are only offering credits (that must be used within 12 months of ORIGINAL booking) or partial refund. They claim T&Cs exclude where a government locks down or stops them flying.

 

[serfty]

Yes, but Jetstar and Scoot have never allowed refunds anyway, except maybe on their very highest fares.

If 3K reschedules a booking by more than three hours and and cannot offer an alternative, their conditions of carriage allow a full refund.

Although, their are reports on FT this week are that it it can be hard to get them to comply with their own T&C's.

However, this Tuesday I did get such a refund (Online chat 11th March, $$ arrived 16th) .

 

[MEL_Traveller]

The issue of ACL and refunds has been well addressed on page 13 of this thread: Qantas booking cancellation (new covid19 rules)

Essentially - we should be entitled to a full refund if QF cancels the flight, as per their terms and conditions.

 

[Cossie]

Didn't want to wait too long for Kenya Air, cancelled, got a refund less penalty, happy to take that, cancelled hotel bookings in Johburg, I'll take a voucher for Iberia, if we don't use it, we won't be any worse off as it was no refund, again we are doing ok, unlike a lot of others.

 

[CaptJCool]

Interesting approach from United

Credit and after 12 months cash refund

Our goal remains to automatically rebook as many customers as possible within 6 hours of their originally scheduled flight. For any customer whose international travel is cancelled or disrupted by more than 6 hours because of schedule changes resulting from government restrictions, they will retain a travel credit equal to the value of their ticket. That credit can be used towards any flight, to any destination, for 12 months from the time of purchase. If the customer chooses not to use the credit, they will receive a refund to their original form of payment at the end of that 12-month period. Importantly, this new way of helping customers manage through changing flight schedules also applies to residents from other countries that effectively can no longer travel to the U.S. because they would face a 14-day quarantine upon arrival as well as customers impacted by more broadly by government-mandated travel restrictions or quarantines. In addition, this change also maintains our ability to manage our business through this evolving and difficult set of circumstances.

 

[agentgerko]

Love to know where these Emirates T & C's are. I'm a TA with access to all fare rules and never seen such a rule on any airline. Might be on online booking done direct but certainly not on tix we issue.

 

[moa999]

Even the passenger protective EU is being generous to the airliners. From a post on airliners.net

The European Commission has issued interpretive guidelines on EU passenger rights with regard to virus-related cancellations and it is a mixed bag for airlines.

The current disruptions are considered to be an extraordinary event, therefore passengers are not entitled to compensation for flights canceled less than two weeks before departure, whether the cancellation is due to a government order or abnormally low bookings.

When airlines cancel a flight, passengers are still entitled to choose between a refund; re-routing at the earliest opportunity; or re-routing at a date of the passenger's choosing. The EC did add that “earliest opportunity” in the current circumstances may be hard to define and passengers may face considerable delays. The EC will consider airlines have met their obligations when they inform passengers “as soon as possible” when another routing is available.

The EC has not made changes to the "right to care" on the other hand. Passengers who request a rerouting at the earliest opportunity are entitled to meals, lodging, and transportation still.

When it comes to passengers who choose to cancel their trip, the EC is not getting involved. Fare rules apply, unless airlines choose to go above and beyond.

The Airline4Europe (A4E) lobby and IATA are disappointed. They had three asks of the EC and got only one:
- No compensation for flights canceled within two weeks of departure;
- Waiver of the "right to care" provisions;
- Right to issue vouchers for future trips rather than refunds.
They will now make their case to EU member countries to try and get them to amend the EU's passenger rights legislation.

 

[odysseus]

And also depends on the market.
In Singapore appears both Scoot and Jetstar Asia are only offering vouchers

Absolutely. That's why I said Australian consumer law.

That wouldn't apply elsewhere,

Post automatically merged: Mar 21, 2020

Love to know where these Emirates T & C's are. I'm a TA with access to all fare rules and never seen such a rule on any airline. Might be on online booking done direct but certainly not on tix we issue.

Keep in mind, company terms and conditions don't get to override ACL...

 

[muppet]

Absolutely. That's why I said Australian consumer law.

That wouldn't apply elsewhere,

Post automatically merged: Mar 21, 2020

Keep in mind, company terms and conditions don't get to override ACL...

Although i've seen very disturbing advice from the ACCC that "government restrictions" could affect our rights under ACL - of course they don't explain how.

 

[albatross710]

Keep in mind, company terms and conditions don't get to override ACL...

Wasn’t there a consumer case with Emirates wherein they were able to prove otherwise. Something about being international airlines and I’m going to say, exclusions allowed through international treaty. Ie it’s not practical to make an airline comply with the consumer laws of every country they fly. And they don’t have a corporate structure in Aust.

 

[JU581]

Long time lurker, first time poster

Looking for advice on how to deal with Qatar Airways who is refusing to refund our payment for tickets for flights cancelled by them.

This is the issue flagged here:

Beware Qatar [COVID-19] refund policy

Unlike most airlines, Qatar Airways currently have adopted a policy which in unethical and possibly illegal under consumer law. If you hold a ticket to a destination that they stop flying to they are still enforcing full cancellation penalties, even though they can't provide what you paid for...

www.australianfrequentflyer.com.au

Covid-19: Your Options to Refund/Rebook/Cancel - FlyerTalk Forums

Qatar Airways | Privilege Club - Covid-19: Your Options to Refund/Rebook/Cancel - It is poorly worded, likely by someone who is fixated on the policy, not the circumstances. But, I don't think that it says what you think it says and it certainly does not override the COC. All this really says is...

www.flyertalk.com

The event is not covered by travel insurance from Covermore under its pandemic exclusion.

I have tried their horrible call centre on 3 occasions (after waiting 5+ hours each time) and always get the same response: "sorry we cannot refund you your ticket, we can give you a voucher". The first guy said, you can cancel the ticket but you will have to pay the USD$550 penalty per ticket.

I keep saying I don't want a voucher as I don't know what capacity will be like over the next 12 months. My view is the voucher is only as good as the flights you manage to book with it, if at all. I don't want to cancel myself as I don't want to trigger the penalty even though the flights themselves are cancelled. However, even that choice now seems to be gone and the website does not allow cancellations to be made by the traveller.

The only flight showing as confirmed is to DOH from Australia but obviously you cannot enter DOH with the Qatari COVID-19 restrictions. My flight from DOH to Europe is now showing as "Not Confirmed". No alternative flights have been scheduled and flights to our destination have been cancelled all the way through to 31 May 2020.

When I ask to be put through to a supervisor, they say none is available and they say that I should email Qatar Airways if I have a problem with what they are offering. It is now 7 days since I emailed them and other than confirmation of the receipt of the email, nothing.

Their conditions of carriage clearly stipulate that a refund is available in these circumstances. It is also contrary to Australian Consumer Law which entitles a remedy of a refund at the choice of the consumer. The ticket was sold online and processed at Qatar Airways Canberra so therefore was sold in Australia and subject to Australian law.

I have now contacted PayPal and CBA to dispute the original charge. Anything else I should do? Do I take it to a tribunal if that fails?

These guys seem to be riding rough-shod over everyone's legal rights.