Can I get a refund when I cancelled, not the airline?

[SuePo]

Hi all
I PURCHASE A RETURN FLIGHT from Melb TO cairns every July/August to see family. I cancelled in 2020 due to covid but wasn’t offered a refund so I held my credit until 2021. They will not be there this year due to travelling during their long service Leave which I was unaware of. I’ve asked Qantas for a refund (almost $650) and they denied me twice now. I don’t need the flight any more But do need the refund. Consumer Affairs suggested I contact them which I have done! No refund. So I’m $650 out of pocket.
what else can I do?
thanks

 

[Matt_01]

You may be out of luck, at the the price you have indicated I am assuming this was a red-e-deal and in general these are non refundable. Unfortunately when you tick the accept the T's and C's you are agreeing that you understand that the fare is non refundable also in your case it was you who cancelled the flight, if QF had changed or cancelled the flight you would have been refunded.

There are ways to turn non refundable tickets into a refundable ticket I have done it on many occasions however it takes a bit of time, effort and normally additional cash. It will also involve talking to QF and if you do not have high status there will considerable call wait times.

Can you not just use the credit and go a short break to some place.

 

[SuePo]

I guess I could. I’d give it to my mother only it’s also not transferable.

could I convert the $650 into a package deal incl Accomm? (Eg Gold Coast)

 

[Seat0B]

Hello @SuePo and welcome to posting on AFF.

Qantas offers refunds for flight cancellations

The ACCC says it is pleased Qantas has begun contacting its customers to tell them they are entitled to a refund for domestic or international flights cancelled or suspended due to COVID-19 travel restrictions.

www.accc.gov.au

Have a read of this linked article from ACCC. Without fully knowing your circumstances, especially dates etc, the ACC press release suggests that you might possibly be entitled to a refund (and yes, you will usually have to fight a bit to get one - Qantas default position seems to be deny, deny, deny). Some key parts of the press release are:

"The ACCC was concerned that Qantas’ communications to customers between 17 March 2020 and 31 May 2020 did not adequately inform them of their right to receive a refund. In some cases, the ACCC considers Qantas’ emails may have encouraged these customers to cancel bookings themselves in order to receive a credit when many would have been eligible for a refund."

So maybe if your flight was purchased/cancelled in this time frame, you might be lucky? Anyway, I would still try talking to them with the ACCC press release as a guide and see how you go.

Also, your flight credit should probably be valid until 31 December 2023, even though when it was first issued it would have been for the standard 12 months. Check the link below and scroll down to Changes to travel plans- bookings on or before 28 February 2021

Booking changes and other options | Qantas

View information on what option you have for changing and cancelling your Qantas flight booking.

www.qantas.com

Also, look here for more details on how you can use the flight credit: multiple bookings for example to use up the value.

Qantas Flight Credits | Qantas

Find out about Qantas Flight Credits, usually offered on cancelled bookings and how to redeem flight credit online or via your local Qantas office.

www.qantas.com

This page also re-states that the flight credits are all valid to 31 December 2023 if for a booking made before end of February 2021. So it does look like you will at least get longer to use it and maybe you can go to Cairns next year or 2023! Also, please be aware that you get the value of the flight credit taken off the cost of new booking(s), not just a straight re-issue of a ticket. So if fares have gone up, you may have to pay more for the flight you eventually take.

Good luck

 

[SuePo]

Thankyou so much - that is a lot of useful info you have given me. I really appreciate it. I am pleased I can extend my deadline to Dec 2023 too. I will confirm all this with the links you gave me.
thanks again

 

[Seat0B]

Thankyou so much - that is a lot of useful info you have given me. I really appreciate it. I am pleased I can extend my deadline to Dec 2023 too. I will confirm all this with the links you gave me.
thanks again

Glad to pay it forward a bit @SuePo. There are some real experts on this site who are so helpful to others, who really helped me with a number of questions. I'm not in the expert category, but I have learned a lot! So I'm glad I could share that experience with you.

Just read over everything carefully - it gets quite confusing with dates and special deals etc, and only you have the full picture about what you booked and when, and how, why and when you cancelled. But even if you only get the voucher extended to Dec 2023, that should be of some benefit to you!