Beware of the point loss monster!

[ChrisCunard]

Just a word of warning.

I recently had to cancel an upgraded flight and its return service (also upgraded).

I cancelled online the night before departure.

The next day it was still showing up in 'my bookings' so I called tele sales and they helped me cancel over the phone.

I was told I would get a full points refund minus the usual 5,000 fee, as the original cancellation had been requested online the night before.

I then didn't get my points back, so called up and was told "because it was a red-e-deal cancelled on the day of departure, I had lost all the points".

That didn't sit well with me as I had cancelled online the night before and explained this on the day of the trip, so I made a bit of a fuss and after a looong telephone conversation (20 mins) I was correctly re-credited my points for the return trip.

They are yet to acknowledge that I am owed my outbound upgrade point refund and I'm having a bad time with it.

Apparently all info relating to my attempt to cancel the night before online has vanished into thin air.

Just a warning to check your statements in case the same happened to you!

Its just not right. The cancellation area online said clearly that the points would be refunded minis 5,000 per segment for upgrades and the person I spoke to on the day of departure confirmed this.

It seems Qantas want me to give my business to Virgin this week!

 

[bugayev]

When you say the night before, was that within 24 hours, or outside 24 hours?

If it was inside the 24 hour period, then you aren't entitled to a points refund per the T&C:

16.3.9

Confirmed Flight Upgrades cancelled within 24 hours of flight departure, or failure to board a booked flight (no-show), will result in the loss of the Flight Upgrade and any Points used to redeem the Flight Upgrade. Confirmed Flight Upgrades cancelled more than 24 hours prior to departure may be refunded and will incur a Refund of Unused Flight Upgrade Fee (see the ​

Fee Schedule

).​

 

[markis10]

If your booking a YASA then upgrading it, I think I know who is the point lost monster ( nevermind the SC loss monster)!