Time taken for *ASA Refunds

[petermac123]

Hi All,

On ASA (Any Seat Award) refunds - made through the call centre of course (online doesn't work unless you want a voucher worth next to nothing)..

What is your experience in the time required for the points & dollars refund. I'm waiting for the 10 working days as they advise at call centre, but still not through. 3rd time in as many months.

Last time after 11 working days, I rang, they put it through straight away (agent called through to another department to speed process), which was great - but prefer not to have to call.

Anyone else have experience?

Cheers,

Pete

 

[serfty]

See this thread: http://www.australianfrequentflyer....nt-flyer-program/cancelling-a-jasa-28524.html

 

[nonpop]

Have just gone through this process myself.
Cancelled a domestic JASA (points only, no cash) so should have been straight forward.

Took 6 weeks in the end & 5 follow-up calls.
After 3 weeks from the original cancel request (via phone), that is when I started to chase the points refund.
Each time I was told it would be credited by the end of the day. Each day it wasn't.

My last call, 6 weeks after it started, I made it very clear to the phone agent I had had enough and wanted a refund. She put me through to a dept. that did it 'live'. The new agent just tapped a few keys and said "your refund is processed and the points are now credited". She then read out my adjusted points balance. Took less than 30 secs.

So moral to the storey ... they can do it and it only seems to take a few seconds to actually do it.
Well this was my experience anyway.

 

[straitman]

I'm just about to cancel a JASA and book different one so let's see how it goes.

Booking cancelled at 1350 today.

 

[petermac123]

Have just gone through this process myself.
Took 6 weeks in the end & 5 follow-up calls.

Geez - and I'm whinging about 2 calls and 10 days! That is stretching the limit..

Pete

 

[petermac123]

Still waiting 4 working days after the second call. Obviously a manual process at QF to make the refund happen. Frustrating with 400k points in limbo....

Will waste 15min tomorrow making another call.

Pete

 

[straitman]

Nothing here either.

Time for a call tomorrow.

 

[petermac123]

Made the call early this week, and I have to say

The card that I had paid the 'slider' amount on had expired - I did ask the CS agent on the 3rd call whether this might be the problem, she said no.. but when it was put through to the department that processes ASA refunds - they called me for a new expiry.

Shouldn't have taken 3 calls though... the fact that they call back on private numbers mightn't have helped.

 

[straitman]

Still nothing here.

I'll ring on return from NZ next Thursday.

 

[burrco]

Full credit to Qantas on this one - called on Tuesday evening to cancel a USA-AUST JASA - points refunded today. No sign of the fees being refunded - but the points are the most important thing for me.

Big improvement over the six weeks it took on a previous occasion.

 

[straitman]

Still nothing here.

I'll ring on return from NZ next Thursday.

Full credit to Qantas on this one - called on Tuesday evening to cancel a USA-AUST JASA - points refunded today. No sign of the fees being refunded - but the points are the most important thing for me.

Big improvement over the six weeks it took on a previous occasion.

I rang yesterday afternoon.

They apologised and said approx 24 hrs and it would all be sorted.

Nothing yet.

 

[Hvr]

Well with the redemption of my AA miles for an F fare to the USA I needed to cancel my JASA to the USA.

Rang up late this morning and spoke to the Platinum desk and the lady there cancelled it for me no problems. Checked this afternoon and the points have been returned to my account. Well done QF and staff.

 

[straitman]

I rang yesterday afternoon.

They apologised and said approx 24 hrs and it would all be sorted.

Nothing yet.

Refund came through on 23rd Dec after another phone call.

Apologies I forgot to post this.

 

[ermen]

I called on Fri (31 Dec) to cancel a JASA HKG to SYD. Called Plat desk on Tues (3 Jan) they said 2 weeks as the refund has to be processed in HK.

Will keep people posted on the time it takes for this one! Giving them some grace as is the long weekends etc etc...

 

[markis10]

Another datapoint, just cancelled a JASA and have the points back in sub 5 minutes!

 

[burrco]

Here's my recent tale of sorrow. Cancelled two JASAs one day after the other. First one points were back within the day, second one took five weeks.

Very frustrating as each time I rang up about progress I was told it could only be done by Hong Kong. So after speaking to about three agents over the month who assured me that they'd request the Hong Kong office do it nothing ever got done.

Rang up on Monday to chase up again - and the agent basically refunded the points while on was on hold - makes me wonder if the other agents were actively dishonest with all the Hong Kong office cough.

Obviously well trained staff who know what they are doing can refund them on the spot, why not share this secret with the rest of the staff?