Understanding Flight Credits and Refunds for ASAs

[damogeo]

Hey All,

Just wondering if anyone has some advice...
I booked two domestic ASAs in J for next May for my partner and I. They were both on same booking number.
I had to ring up and split the booking number as my partner is now pregnant and as such won't be able to do this flights at that time.
When I rang the QFF number to split the bookings, I enquired about what would happen if later on I had to cancel the booking and was advised there would a 5000pt cancellation fee per booking and the rest of points and cash would be refunded.

I cancelled the booking 2wks ago and waited. My partner logged in and noticed two flight vouchers for each leg for the cash component value of the ticket. No points reappeared in my account. I rang up today and asked about my points and was told that the tickets were non-refundable hence why received flights credits instead of refund and my points used are tied into the flight credits. Not refunded back to me.
I tried to get a better explanation from the call centre but it didn't help me understand the process or what was done at all.


Has anyone had any experience with this and can better explain? All up her tickets were about 600 cash and 48k points. So less 10k points cancellation I was expecting like 38k back.

Cheers

 

[markis10]

JASAs domestically have been fully refundable AFAIK, there should be no fee for cancellation and a full refund of both points and cash unless you were given rules at the time of booking in hard copy that say otherwise.

 

[legroom]

It could be you had been given Classic Award seats in error, hence the 5,000 pts fee (many reports of that error on AFF).

Clause 15.6.1(a) fully supports what markis10 said and is also my personal experience with 3-4 MASA cancellations.

That is, full $ and points refund after 3-5 days or so

T & C is here (http://www.qantas.com.au/fflyer/dyn/program/terms#jump15)

Call back to reconfirm that it was indeed MASA and not Classic and if so, ask why 15.6.1 was not followed.

 

[serfty]

It must have been a mASA due to the "voucher".

The CSA got it wrong - being a domestic JASA, a full refund of points and $$$ (to MOP) was due with no penalty.

Sadly it's going to take a bit of effort to now get this fixed.

 

[damogeo]

Thanks for the advice all. I will try to rectify this when have some time to go through it with the call centre again.
Your comments all echo my sentiments so I'm glad it wasn't just me!

Cheers and all have a great Christmas!!

 

[Foreigner]

So Classic award tickets incur cancellation penalty of 5,000 points?

I booked ticket tonight and within ONE hour tried to cancel without penalty but my request fell on deaf ears.

The person who I spoke to passed on my call to supervisor who turned out no better. In fact, sounded rude.

 

[serfty]

Classic awards do have a 5k cancellation fee, but I would have expected an award booked online would be subject to the 'same day oops" rule - but I think that's for changes (e.g. oops - wrong date), not cancellations.

FWIW, to make changes or cancel bookings I avoid calling outside of normal business hours or Saturday mornings in order to get the "premium staff".

Generally, the premium desk is very well versed in these and have had little trouble.

Of course that doesn't always help if you only have until midnight to fix things.

 

[Foreigner]

Classic awards do have a 5k cancellation fee, but I would have expected an award booked online would be subject to the 'same day oops" rule - but I think that's for changes (e.g. oops - wrong date), not cancellations.

FWIW, to make changes or cancel bookings I avoid calling outside of normal business hours or Saturday mornings in order to get the "premium staff".

Generally, the premium desk is very well versed in these and have had little trouble.

Of course that doesn't always help if you only have until midnight to fix things.

Thanks Serfty. I don't give up easily. Will call service centre Monday to see if they forgive penalty.

 

[puppysparkes]

Can we link this with the ASA changes summary thread?