Cancel award online - how long until points back in account

[rock86]

As per the thread subject, if I cancel an award online, how long will it take for points to come back in my account so I can book another one?

 

[serfty]

This year i have had three cancellations.

One ex Oz took 10 days.

Another ex HKG to USA on AA return took 5½ weeks, I had called after 4¾ weeks.

With the last one, ex HND to HKG via PVG, I used webchat after waiting 7 weeks since the cancellation. I was promptly informed I had to wait 6 weeks. I replied that 6 weeks had already passed. !?

...points returned within 30 minutes, $$$ showed up the next day.

So they can do it.


FWIW, I did not have any pressing need for the refunds so could afford to wait.

 

[Pushka]

A few months ago when there was more than one person in the booking, then only half of the refund would be paid. It was a known glitch in the system and you had to call up to get it fixed.

 

[AIRwin]

Yes that's the part that concerns me more, the cash refund.

Off topic but I did a credit card charge back successfully...

 

[buckleyj]

Though did you call to cancel?

Both times I called to cancel, yes.

 

[love_the_life]

Both times I called to cancel, yes.

That makes sense then. The OP was talking about cancelling online.

 

[JohnK]

I cancelled an award via customer care mid-October and I've received the taxes refunded but not the points. Will follow up soon.

 

[rock86]

I cancelled an award via customer care mid-October and I've received the taxes refunded but not the points. Will follow up soon.

Wow, that is quite ridiculous it taking that long!!

 

[JohnK]

Wow, that is quite ridiculous it taking that long!!

Not the first time either. As a customer it feels like we're getting in the way of Qantas trying run a business. Very poor customer service.

 

[cjd600]

I am unsure why the points cannot be returned immediately, less cancellation charge.
Understand the $$ can take longer (not weeks though)

 

[rock86]

I am unsure why the points cannot be returned immediately, less cancellation charge.
Understand the $$ can take longer (not weeks though)

Agreed. It makes it even more bewildering that when you transfer points it's done immediately.

 

[JohnK]

Agreed. It makes it even more bewildering that when you transfer points it's done immediately.

I suspect award cancellation is another manual process or least goes into a queue that requires manual intervention.

 

[clifford]

I find that for cancellation of bookings ex HKG, the only way to get a reasonably timely result is to ring up a few days later and say that the points are needed urgently to make a new booking (which is usually the case for me). Then it can be done while you wait on the phone.

Also, there's something odd with the QF booking engine, in that when I try and change the date of a redemption booking involving EK, I am informed there is no availability, even though when I try a new booking there is. Not sure if it's a design feature (to extract more points) or what, but it very frustrating and can result in missing out on award availability.

It's a pity that Qantas can't have computer systems capable of instant restoration of points, such as BA and UA.

 

[Flyer 777]

Hi have not flown QF in recent times and am redeeming a classic rewards flight in First on Emirates just wondering if I need to cancel what the cost is All I can find is 6000 points is this correct? Cheers

 

[Virgin Bart]

Yes assuming you're using QFF points.

 

[Matt_01]

That sounds about right. Your fees and taxes are refunded in full.

 

[Flyer 777]

That sounds about right. Your fees and taxes are refunded in full.

Thanks how long does the refund take or shouldn’t I ask??

 

[straitman]

Thanks how long does the refund take or shouldn’t I ask??

It takes a while sometimes. The best way is if you can roll it into a new booking of some sort.

 

[cjd600]

it's a lottery.
Even with QF award on QF metal the last couple of months,I've had 2 cancellations.
1 - points returned and $$ returned in a couple of days,
The other, over a month, with 3 separate follow ups (being told the cheque is in the mail each time, when it turned out it hadnt been processed at all).Points and $$ back this week.

If you need the points for another booking, consider doing a Change to convert your current booking into a new one, for 5k points fee.
That gets around waiting for the points to come back.

 

[Pushka]

it's a lottery.
Even with QF award on QF metal the last couple of months,I've had 2 cancellations.
1 - points returned and $$ returned in a couple of days,
The other, over a month, with 3 separate follow ups (being told the cheque is in the mail each time, when it turned out it hadnt been processed at all).Points and $$ back this week.

If you need the points for another booking, consider doing a Change to convert your current booking into a new one, for 5k points fee.
That gets around waiting for the points to come back.

So how flexible is this change option. Can you do a completely new route? Well, start point and end point the same but the middle sectors very different.

 

[straitman]

So how flexible is this change option. Can you do a completely new route? Well, start point and end point the same but the middle sectors very different.

That works. It's still a change and I did exactly that a few months ago.