Cancelling a JASA

[froggerADL]

Cancelling JASA

I booked a J BNE-NAN double SC run for Jan 2011. I also booked two seperate JASAs to get me form ADL-BNE and back. The JASAs were always a back-up to my grand plan as I don't really want to burn 60,000 points on this.

At the same time as I booked the above flights I applied for an Amex Platnum Edge credit card which comes with a free return Virgin flight. I recently received the Amex card, and on Wednesday I booked the free return flights to connect with the NAN run. An excellent result.

So I need to cancel the JASAs, and I want to get the QFF points fully refunded. From what I've read here, I should only cancel via phone, not via the Qantas website, to get the full points refund. Is this correct?

I am also wondering what happens if I do a 'no show' on the return flight. Will the points be automatically refunded in full?

I'll explain my startegy and then see if you think it is OK. The NAN run departs BNE at 09:55 direct to MEL where I will spend the day in the F Lounge waiting for the MEL-NAN departure at 23:00. Oh, the pain .

I have the DJ ADL-BNE flight booked which is due to arrive at 08:00. I also have the QF JASA ADL-BNE flight booked which is due to arrive at 08:10. I'm thinking I should cancel the ADL-BNE JASA now and just rely on the DJ flight. If something goes wrong and I can't get to BNE in time, my worst case scenario is that I cancel the NAN run, go home, and get a full cash refund.

The return journey on the NAN run is NAN-SYD-MEL-BNE. I am due to arrive at BNE at 17:15. The QF JASA is due to depart BNE at 18:00, giving me 45 minutes connection time. The DJ BNE-ADL flight is due to depart BNE at 19:15, so 2 hours connection time.

If I get delayed to the point that I miss the DJ flight at 19:15 I'm thinking that QF will put me on a flight the next morning as I would have also missed the QF JASA connection, which will have been QF's fault (hoping for some WP consideration here). If I make the DJ connection I will quite possibly be a 'no show' for the QF flight, or at least a very late cancellation. Will QF then refund my QFF points in full for the unused JASA?

Of course, I could just cancel both JASAs now and hope for the best. This would leave me in the position of having to buy a very expensive fare to get home to ADL if I miss the 19:15 DJ flight.

I hope this makes sense. If not I sincerely apologise.

I would really appreciate any advice you can offer, especially if you have previously cancelled a JASA or done a 'no show', or of course if you happen to work for Qantas.

 

[docjames]

Re: Cancelling JASA

A JASA is essentially with the terms of a J Class ticket. So should be "refundable" whether it was paid with cash or JASA (ie "paid" with points).

From the QF website, the T+Cs of a ASA:

Refundable Fares

If the fare conditions permit, Qantas & Jetstar Any Seat Award bookings may be refunded subject to these conditions:

Bookings made at qantas.com or otherwise (except bookings made at jetstar.com):

• If the Member requests a refund before travel has commenced and the money paid (if any) to obtain the Any Seat Award is greater than or equal to the applicable cancellation fee as specified in the fare conditions, then the difference between the two will be refunded to the original form of payment. The points redeemed will be re-credited to the applicable Member's account in full.
• If the Member requests a refund before travel has commenced and the money paid (if any) to obtain the Any Seat Award is less than the applicable cancellation fee as specified in the fare conditions, or the request is made after travel has commenced, then a proportion of the money and points originally used to obtain the Any Seat Award will be refunded to the applicable Member. The refund proportion will be the difference between the original ticket value (or remaining ticket value if the itinerary is partially flown) as allocated by Qantas and the applicable cancellation fee, as a proportion of the original ticket value.

You also need to look at the full T+Cs

15.6 Qantas & Jetstar Any Seat Award - tickets cancellation & refunds
15.6.1 A refund of an Any Seat Award will only be made in accordance with the applicable Fare Conditions and these Terms and Conditions, and the following provisions:
(a) If a refund is requested prior to travel commencing, and the money paid to obtain the Any Seat Award is equal to or greater than the cancellation fee (or refund fee) specified in the Fare Conditions, and the original Any Seat Award booking was not made on jetstar.com, then the refund of the Any Seat Award will be made by re-crediting Points redeemed to the Member's account and refunding any money paid to the Member's Accepted Payment Card, less any applicable cancellation fee (or refund fee) set out in the Fare Conditions.
(b) If a refund is requested prior to travel commencing, and the money paid to obtain the Any Seat Award is less than the cancellation fee (or refund fee) specified in the Fare Conditions, and the original Any Seat Award booking was not made on jetstar.com, then the refund of the Any Seat Award will be made by re-crediting only the Refundable Proportion of Points redeemed to the Member's account and refunding only the Refundable Proportion of the money paid to the Member's Accepted Payment Card.
(c) If a refund is requested after travel has commenced, and the original Any Seat Award booking was not made on jetstar.com, then the refund of the Any Seat Award will be made by re-crediting only the Refundable Proportion of Points redeemed to the Member's account and refunding only the Refundable Proportion of the money paid to the Member's Accepted Payment Card.
(d) If the original Any Seat Award booking was made on jetstar.com and a refund is requested prior to any travel commencing, and the Fare Conditions state that the Any Seat Award is fully refundable, and the money paid to obtain the Any Seat Award is equal to or greater than the cancellation fee (or refund fee) specified in the Fare Conditions, then the refund of the Any Seat Award will be made by re-crediting Points redeemed to the Member's account and refunding any money paid to the Member's Accepted Payment Card, less any applicable cancellation fee (or refund fee) set out in the Fare Conditions.
(e) If the original Any Seat Award booking was made on jetstar.com and the Fare Conditions state that any part of the Any Seat Award is refundable, and paragraph (d) does not apply, , then any applicable cancellation fee (or refund fee) must be paid with money as specified in the Fare Conditions and once paid the refund of the Any Seat Award will be made by re-crediting only the Unused Proportion of Points redeemed to the Member's account and refunding only the Unused Proportion of money paid to the Member's Accepted Payment Card.
(f) The 'Refundable Proportion' is the dollar value of the unused refundable portion of the Any Seat Award ticket or booking (allocated by Qantas based on the original fare or commercial ticket value as referred to in the Fare Conditions), less any applicable cancellation fee (or refund fee) set out in the Fare Conditions, expressed as a proportion of the original fare or commercial ticket value (as referred to in the Fare Conditions) of the Any Seat Award.
(g) The 'Unused Proportion' is the dollar value of the unused refundable portion of the Any Seat Award ticket or booking (allocated by Qantas based on the original fare or commercial ticket value as referred to in the Fare Conditions), expressed as a proportion of the original fare or commercial ticket value (as referred to in the Fare Conditions) of the Any Seat Award.
(h) Where applicable, only Points that would not have expired will be re-credited.
(i) Requests for refunds may only be made via telephone to Qantas Telephone Sales or the Jetstar Contact Centre, as applicable.
15.6.2 Unless stated otherwise in these Terms and Conditions, where an Any Seat Award is cancelled, and the applicable Fare Conditions provide that the original fare may be used as a credit towards the payment of a new fare, and the original fare or commercial ticket value (as referred to in the Fare Conditions) is required for this purpose, then the original fare or commercial ticket value of the Any Seat Award will be calculated as the remaining dollar value of the unused ticket (or booking in the case of a Qantas & Jetstar Any Seat Award booked at jetstar.com) determined in accordance with the Fare Conditions.

Whilst it doesnt specifically deal with a no-show, you are bound by the fare class of the ASA you have bought - buy a J ASA and you follow the T+Cs of J calss tickets. That's my reading anyway!

This suggests J seat is fully refundable inclding on day of departure, but doesnt actually mention "no-show".

Bookings - Fare Types

 

[MelUser]

Re: Cancelling JASA

I have done a no show for a domestic JASA and cancelled the next day and got every single point back.

The reservations woman doing the cancellation was in shock. They are so used to charging people.

Also flew up to Brisbane yesteday and checked in 10 pieces of luggage - 3 pax + infant.

The woman said that after the new rules come into effect next year that I would get charged - platinum or not. She told me that plats are going to be in for a real shock. She said that they are tightening up the computer system so that she will now longer be able to process the checkin with this amount of luggage without collecting some $.

 

[markis10]

Re: Cancelling JASA

Just remember to ring and cancel.

 

[froggerADL]

Re: Cancelling JASA

Update.

I just rang to cancel the outbound flight. The QF rep could see that I had paid using all points (no cash) but the booking showed that the fare had been converted to a cash value. She wasn't sure if the points could be recredited, so put me on hold to check.

She came back and said that as it was a JASA the points would be refunded. Yippee!

Before ringing, I began an on-line cancellation to see what would happen. This is what I was offered:

Voucher Details


Voucher value: $255.67

Voucher Conditions

• Valid for 12 months from the original booking creation date.
• If not used within the 12 month validity period, the voucher value will be forfeited unless the original fare permits a refund.
• Can only be used towards one way or return bookings for travel from or within Australia. Multi-city bookings are not permitted.
• Are non-transferable. Name changes are not permitted.
• Can be redeemed for any Qantas operated flight at qantas.com/yourbooking.
• Any Change fees that were applicable to the original booking apply when redeeming the voucher.
• Can only be used towards a fare of equal or higher value.
• A Service fee will apply for vouchers redeemed through Qantas Telephone Sales.

This is a BAD deal. Only $255 for a J seat. I wish I could buy one for that price. In fact, it is $20 less that the cheapest available Y fare (red e-deal) at the time I booked it and $4 more than the price available today.

I note that the T&Cs posted by docjames state that refunds must be done by phone - 15.6.1 (i). Just strange that you can cancel online, but then you can't get the points back.

The moral of the story - cancel by phone only and ask for the points back.

Incidentally, the same JASA on that flight is still available for 30,010 ponts today. The cheapest YASA for that flight is 29,454 points. Interesting pricing.

Thanks to everyone for you help.

 

[dfcatch]

Apologies in advance - I know the answer exists, but iPhone doesn't want to find it...

I have a Int JASA (booked into U class) that I paid all-points for (no cash).

Can I cancel it online - or do I have to go through the call centre to ensure I get all my points back?

Thanks in advance

 

[markis10]

The Domestic JASAs cannot be cancelled online as they create a dollar voucher with woeful value, I suspect the International version may well be the same.

 

[cove]

I have only done it over the phone once so I am looking forward to an answer from a frequent points traveller who goes JASA.
By the way how many points did you pony up and how did that compare with Classic points for the same journey ?

 

[dfcatch]

Thanks fellas!

Ummm, 118,000 points SFO-SYD.

Classic was available for 96,000, as was JASA + cash.

Basically I just needed to cover a second travel option, which i no longer need.

 

[lmere12]

I cancelled recently a JASA Hkg-Lhr. Had to be cancelled on phone for return of points otherwise yes a very poor cash exchange.

 

[dfcatch]

Ok - Reporting back.

Called up to cancel the JASA and the girl tried to say that there would be a $300 cancellation fee and only 86,000 points would be returned....

I advised her politely to 'stop the fight' and double-check the fare conditions - to which she very apologetically came back and advised that it would be fully refunded......

So - definitely a phone job - I wouldn't risk the results of an online cancellation.

 

[straitman]

I cancelled a JASA (by phone) on the 25th Feb and the full points re-credited to my account on the 27th.

I was told it could take up to 5 days.

 

[Gold Member]

Bah, I cancelled a MEL-SIN JASA recently and was credited 49,000 points and about $150 back to the credit card. I wonder if the fare has an impact on the points crediting..

 

[dfcatch]

So I was told up to 14 days, no luck so called to chase it up...

First guy - told me that when cancelled it gets converted to a $ credit and that I had a credit available to me of $1100 or so.
I told him rather firmly that unless there was another zero on the end of that, then he better get me someone else on the phone. He then transferred me to the premium desk (I had actually called the premium desk).

Second person - girl at premium went away to check and came back to tell me that there was a cancellation fee and I would get a partial refund. Politely told her to go and recheck again.

She came back and confirmed it was a full refund but it would have to be processed by a USD specialist and would be done by the end of the day.

Points were finally back in the following day.


I'll be taking screen shots of all ASA bookings from now on.

 

[Voyages]

First guy - told me that when cancelled it gets converted to a $ credit and that I had a credit available to me of $1100 or so.
I told him rather firmly that unless there was another zero on the end of that, then he better get me someone else on the phone. He then transferred me to the premium desk (I had actually called the premium desk).

Second person - girl at premium went away to check and came back to tell me that there was a cancellation fee and I would get a partial refund. Politely told her to go and recheck again.

She came back and confirmed it was a full refund but it would have to be processed by a USD specialist and would be done by the end of the day.

Points were finally back in the following day.


I'll be taking screen shots of all ASA bookings from now on.

Good outcome. The inconsistency in the staff responses is rather strange.

I've cancelled JASA a couple of times before and got my points refunded within 24 hours.

 

[dfcatch]

Good outcome. The inconsistency in the staff responses is rather strange.

I've cancelled JASA a couple of times before and got my points refunded within 24 hours.

I'm glad I had checked on here, triple-checked the fare conditions and took a screen shot.

I'm willing to accept a bit of a delay if a US-originating ticket is a bit more complex for their systems, but I would have thought they would see the conditions as soon as they bring the booking up on their screen..??

Good outcome but lesson learnt.

PS. I would have happily accepted an $11,000 credit

But $1100 isn't going to buy me a J SFO-SYD flight. It would barely buy me a Y flight.

 

[Voyages]

I'm glad I had checked on here, triple-checked the fare conditions and took a screen shot.

I'm willing to accept a bit of a delay if a US-originating ticket is a bit more complex for their systems, but I would have thought they would see the conditions as soon as they bring the booking up on their screen..??

For any future cancellations, you can now ask them to stop the fight and look at your record for previous cancellations and points/cash refund.

PS: $11,000 credit is worth it, though, hehe. I laughed thinking of how you had said it to the non-premium agent.

 

[dfcatch]

For any future cancellations, you can now ask them to stop the fight and look at your record for previous cancellations and points/cash refund.

PS: $11,000 credit is worth it, though, hehe. I laughed thinking of how you had said it to the non-premium agent.

The fare conditions were interesting to note:

Cancellation before Departure: Full Refund

Cancellation after Departure:
Partial Refund of fare paid less fare for journey travelled, converted into Qantas Dollars.

(my wording).

That's why I was very careful to cancel prior to departure.

 

[Craigie]

Re: Cancelling JASA

As a small tip for anyone cancelling a JASA, make sure you ring and ask exactly whats happening with your points being recredited.

So according to the T+C's, the ASA refers back to the Fare Conditions when it comes to cancelling. Domestic JASA's are generally fully refundable but its seems more often than not the call centre personnel have no idea.

I rang to cancel a JASA this morning, it was all very quick and before i knew it i was off the line. There was no refund of points in my account. I was suspicious and so i left it a few hours and rang back. The woman first of all told me that JASA's weren't refundable, i had to direct her to the T+C's.. She then had to go and "confirm" with her supervisor and then she came back and said she'd never seen it before. Then she said that whoever had cancelled my JASA had not even refunded my credit card cost but had merely made that amount into a voucher and the points were gone forever.

If you need to cancel a JASA be prepared and maybe have the T+C's and Fare conditions for your booking in front of you.

 

[angusburns]

Re: Cancelling JASA

Just tried to cancel a JASA booking. First operator said I would get a voucher so rang back and the second woman said I will get all points back in 4-5 days.

Suggest you just stick with "It is a business class fare, business class fares are fully refundable, please fully refund my points"

Many thanks to all for your posts about this, gave me the info I needed to get the desired outcome.

Much appreciated.