24hrs cooling off period

[Lexolot]

Hello all,

I recently made a booking online off the back of DSC promo AKL—MEL-OOL return. At the time of booking it was not indicated the MEL-OOL-MEL would be booked in economy. Anyway, I became aware of this when I received the e-ticket and immediately called QF to cancel this booking.

The agent who assisted me advised that I would receive full refund as was within 24hrs cooling off period. They also advised the ticket had been cancelled.

A few hours later I was still seeing the booking. I then cancelled the booking online. Now only the tax portion has been refunded. I called QF and was told that since it was cancelled online they can’t process refund in full?

I tried to call Customer Care but was told that I have to go through reservation first?

Any advice on how to best proceed would be appreciated!

Thank you!

 

[dylarr]

I called QF and was told that since it was cancelled online they can’t process refund in full?

This is incorrect advice so just call again.

The page detailing this policy specifically tells you to cancel online.

https://www.qantas.com/au/en/manage-booking/cancel-for-any-reason.html

 

[Quickstatus]

Another QF call centre fail.
Like many QF call centre interactions you need to do the HUACA. It sounds like a dance but it just means Hang Up And Call Again.

 

[Pushka]

Hello all,

I recently made a booking online off the back of DSC promo AKL—MEL-OOL return. At the time of booking it was not indicated the MEL-OOL-MEL would be booked in economy. Anyway, I became aware of this when I received the e-ticket and immediately called QF to cancel this booking.

The agent who assisted me advised that I would receive full refund as was within 24hrs cooling off period. They also advised the ticket had been cancelled.

A few hours later I was still seeing the booking. I then cancelled the booking online. Now only the tax portion has been refunded. I called QF and was told that since it was cancelled online they can’t process refund in full?

I tried to call Customer Care but was told that I have to go through reservation first?

Any advice on how to best proceed would be appreciated!

Thank you!

Last week. I cancelled an award flight online within a few hours of booking and refund of points and taxes (notification of refund of taxes) was back by end of the day.

 

[SYD]

Last week. I cancelled an award flight online within a few hours of booking and refund of points and taxes (notification of refund of taxes) was back by end of the day.

Ditto. Points were back immediately. The CC refund posted the same time as the original purchase authorisation cleared.

 

[Lexolot]

Hi all,

Cheers for your response. I just received below from Customer Care, thoughts?

Ref No: 7151790 Dear Mr. Huang, Thank you for contacting Qantas customer care regarding your refund. Please take note that we have verified the booking and validated it in accordance with the terms of the ticket tariff, which are non-refundable, so only the taxes have been reimbursed. But, there should be a pop-up message that explains clearly that before canceling, the terms and conditions of your ticket will be displayed for all cancellations on Qantas.com. We sincerely appreciate your cooperation.

Kind regards, Vanessa Qantas Customer Care

 

[aaa99]

I fell into this trap last time.
Hopefully not the case for you, but turns out the first flight has to be more than 30 days away. I didnt realise this and try to cancel something over the call centre. They said it will be fully refunded including the fare and taxes, but only the taxes came back.

Upon reading the T&C of the cancel for any reason, I found this:
We'll refund flight bookings made directly with Qantas on this website, via the Qantas app or through a Qantas office, that:

• were flights for travel within or from Australia,
• were paid with cash, a mixture of cash and Qantas Points, Classic Flight Reward bookings, or a combination of Classic Flight Reward and non-Classic Flight Reward bookings, and
• were made more than 30 days before departure of your first flight.

However, I was able to argue and point them to the exact call details I had with the agent. I didnt get a response for about 5 months and I gave up, but they eventually refunded it. I would suggest you keep pushing back on it.

 

[Lexolot]

I fell into this trap last time.
Hopefully not the case for you, but turns out the first flight has to be more than 30 days away. I didnt realise this and try to cancel something over the call centre. They said it will be fully refunded including the fare and taxes, but only the taxes came back.

Upon reading the T&C of the cancel for any reason, I found this:
We'll refund flight bookings made directly with Qantas on this website, via the Qantas app or through a Qantas office, that:

• were flights for travel within or from Australia,
• were paid with cash, a mixture of cash and Qantas Points, Classic Flight Reward bookings, or a combination of Classic Flight Reward and non-Classic Flight Reward bookings, and
• were made more than 30 days before departure of your first flight.

However, I was able to argue and point them to the exact call details I had with the agent. I didnt get a response for about 5 months and I gave up, but they eventually refunded it. I would suggest you keep pushing back on it.

Thank you for sharing. My flight isn’t until July so in theory I should be covered?

I honestly do not understand why they are making this as convoluted and confusing as they are.

 

[oz_mark]

Thank you for sharing. My flight isn’t until July so in theory I should be covered?

I honestly do not understand why they are making this as convoluted and confusing as they are.

Maybe it was due to originating in AKL (first rule, flights within or from Australia)

 

[encryptededdy]

Yeah, you will have to argue that the agent told you it'd be a full refund. I suppose in theory what you were told might've been correct (the agent was processing a full refund, but since you cancelled online it got put through as a normal refund), and now they don't want to issue the full refund because your flight is not within/from Australia.

 

[Quickstatus]

I just received below from Customer Care

See here
the whole page talks about the 24hr cooling off period

 

[CaptJCool]

i suspect there's two separate policies at play here

1. https://www.qantas.com/au/en/manage-booking/same-day-no-mistake.html which appears it would have applied to your circumstances seeing point of origin is irrelevant as its not specified as Must be departing from xx_xx and was done as you did by calling up

2. https://www.qantas.com/au/en/manage...n.html?tabId=bookings-that-cannot-be-refunded which states
We're not able to refund flight bookings under this policy:

• For travel departing outside of Australia.

so the agent was wrong in stating it would be refunded, although they could have changed your booked flights to J all the way

 

[MrJetset]

All calls are recorded. Demand they access it.