Can I cancel the return sector of a classic reward flight?

[JimmyJ]

I’ve booked classic reward flight(s) MEL-HKG-MEL in business in a couple of weeks time.

I now want to cancel the return sector from HKG-MEL.

I tried to do it online but received an error message. I’m unsure if I can cancel a single sector online and get cautious clicking on the cancel button.

I called 131313 and the agent (Fiji based) indicated that I would forfeit the whole booking and not receive any refund of points or taxes, none of which is correct based on my reading.

Does anyone know the correct answer (regarding refund etc) and have any suggestions on how I can easily resolve the matter?

 

[aikman]

Agent was mistaken. Call again.

 

[RichardMEL]

You could fly outbound, then cancel the return. (Thus stop the chance some idiot agent nukes the whole thing)

However that agent was wrong(sigh). You can cancel tgat return and get the points and taxes refunded. I think there's a 5k or 6k points fee.

 

[natenate]

That doesn't sound right. You should be receive the relevant taxes and points back for the leg that is cancelled. A change/cancellation fee of 5000/6000 will be incurred though.

That is my read of the below.
Help and Support | Qantas

 

[AIRwin]

Cancellation must be before the first flight departure?

 

[serfty]

You could fly outbound, then cancel the return. (Thus stop the chance some idiot agent nukes the whole thing)

Nup! This is a Qantas reward, ISTR the word "Consumed" used to be in the terms ...

Cancellation must be before the first flight departure?

Yep!

 

[RichardMEL]

Ah ok. I forgot that part. Thanks for correction guys

 

[JimmyJ]

So I tried my luck and called again with success.

Agent was able to keep the outbound sector and cancel the return as requested. 6000 pts cancelation penalty. Taxes will also be refunded.

All appears to be ok in my bookings profile. Will wait and see how long it takes for the refund to come through.

The biggest frustration is the incompetence of some people in the call centre, misinformation provided, a lack of genuine care and willingness to assist customers. We would be sacked in my organisation if we had the same lack of competence and poor customer service attitude.

The canceled reward seat is also now in available inventory as well.