Flight Change Notification

[hb13]

Hi All,

I have just received an email changing my flight time, and this change doesn't suit me. Furthermore, VA have cancelled the flight I was on, so I need to go and book with QF.

I called VA and they said they would refund me the fare, but not the surcharge for using a CC. Is this even legally allowed?

They are the ones that can no longer provide the service I paid for - I should get back every cent I paid.

 

[GDale]

Yes agree! I can't see how they can justify the processing of a card payment as a service rendered in its own right, but can't say I've ever challenged them on this either (mainly because I worry about the taxes and points being held hostage, so I've always just written this off as ransom money). Would be keen to hear if anyone's fought it (and if so, how hard it was)

If I recall correctly, this practice is not new to VA2

 

[AIRwin]

I noticed SQ also does not refund credit card service fee:

https://www.singaporeair.com/en_UK/au/travel-info/charges-changes/taxes-service-fees/#creditcardfees

 

[Vic]

Nope they don't refund the card fee, neither does qantas.
Technically, the card fee is for the service of allowed you to pay with a credit card. They're refunding the flight/s which is a service they can't provide. But they have provided the service of letting you pay by card.

In my opinion two different, but related services.

 

[encryptededdy]

neither does qantas

Qantas does refund the card fee in my experience. Mentioned here too: A Tale of 3 Refunds: Qantas vs Virgin vs Rex

 

[aaronm]

I've also had no success requesting a refund of the card fee, and this was even with a refund resulting from VA cancelling the route entirely! While not a huge dollar amount, it does leave a sour taste and doesn't line up with what would be reasonably expected.

 

[Bagpuss]

Hi All,

I have just received an email changing my flight time, and this change doesn't suit me. Furthermore, VA have cancelled the flight I was on, so I need to go and book with QF.

I called VA and they said they would refund me the fare, but not the surcharge for using a CC. Is this even legally allowed?

They are the ones that can no longer provide the service I paid for - I should get back every cent I paid.

My understanding is that when a refund is processed the merchant fees are returned. Though not returning such fees by some companies appears to be common in the aviation sector and probably amongst others.
It's in their terms & conditions so it's not illegal.

 

[Vic]

Qantas does refund the card fee in my experience. Mentioned here too: A Tale of 3 Refunds: Qantas vs Virgin vs Rex

Well the refund I requested on Sunday, did not include the card fee. Processed yesterday. I'll report back if the card fee is included when the money is back in the account.

 

[encryptededdy]

Well the refund I requested on Sunday, did not include the card fee. Processed yesterday. I'll report back if the card fee is included when the money is back in the account.

My most recent experience is in June, so I suppose they might've changed it since. I hope not though!

 

[Vic]

My most recent experience is in June, so I suppose they might've changed it since. I hope not though!

It might just appear at the card end, until that happens I can't be certain. I honestly can't remember what happened with previous qantas refunds, now I think back.

 

[Vic]

Qantas does refund the card fee in my experience. Mentioned here too: A Tale of 3 Refunds: Qantas vs Virgin vs Rex

I'm going to report back to say I was wrong, the credit card fee has been repaid.

Happy to take it as me being wrong, not weaselling out.
What actually happened is the card fee was also refunded by the card company. Qantas said we're refunding $700 -> card statement +$700 and +$6.50. Qantas didn't exactly refund, but they did.

OP can you report back if the card fee is also credited once the refund hits your account, please?

Edit: as per post #12, Qantas charged fare plus card fee in one transaction, not two

Well the refund I requested on Sunday, did not include the card fee. Processed yesterday. I'll report back if the card fee is included when the money is back in the account.

 

[GDale]

I'm going to report back to say I was wrong, the credit card fee has been repaid.

Happy to take it as me being wrong, not weaselling out.
What actually happened is the card fee was also refunded by the card company. Qantas said we're refunding $700 -> card statement +$700 and +$6.50. Qantas didn't exactly refund, but they did.

OP can you report back if the card fee is also credited once the refund hits your account, please?

My experience with VA has consistently been that the card fee is not refunded, and this is across different card issuers and networks. FWIW, the fare and the card fee appear as separate transactions as part of the original purchase. The refund amount matches the fare charge.

 

[hb13]

So I just checked my account - no credit card fee - just the ticket fare.

I don't think I have the will to fight VA on this, but it is completely ridiculous, IMO, that they don't repay this when it is VA who cancelled the flight, not me.

I don't like to pay a CC fee, but I understand that is required by some businesses, and will do it with no issues. However, when you pay for a service that is then cancelled by the airline, how is it at all fair they get to keep the CC fee?

 

[kyle]

Wonder why there hasn't been any class action on this practice. SQ does the same thing. In their FAQ, they just write the fee is non-refundable and that's it.