How long did Qantas take to process your refund for cancelled flights?

[NM]

Qantas is telling many customers (including me) that refunds for cancelled flights is currently taking around 10 weeks to be processed. Qantas has claimed (according to some media reports) that " most refunds are being processed within six weeks", which does not seem to be the experience of many AFF members. So I thought a poll might be interesting to see what our members are actually experiencing.

Please only submit your poll response once you have actually received your refund. This is not about what Qantas tell you the timing will be, but what you have actually experienced. Obviously many of us have multiple bookings that have been cancelled and each may take a different time to be refunded, so each member can select up to 5 different poll responses if you have experienced different times. You can change you poll answers, which allows you to submit your experiences over time as your refunds arrive.

It will be another 8-9 weeks before I am likely to be able to submit my own poll response since my cancellations were made about 1 week ago and I was told the 10-week timeline story.

At this stage I have not set a close date for the poll and the results can be viewed without needing to respond to the poll. So please be patient and only respond once you have received your refund.

 

[serfty]

Needs a within a few days/less then a week category...

 

[RooFlyer]

Is this for refunds of points+taxes type flights, as well as revenue ones? (I just voted, having received points at 12.5 weeks, and the taxes back at 14 weeks).

 

[codash1099]

No refund yet at >12 weeks, but the booking was made through an agent (who swears they aren’t the holdup) and it was a part completed DONE4, which may also complicate matters. Still seems excessive.

 

[DC3]

Refund of all taxes (about $1350) received at seven days, with the points refunded within 2-3 days. QF Oneworld award booking for 2, with JL, AA and QF flights in the itinerary.

Although QF cancelled the itinerary, I managed to keep the PNR and have started rebooking for mid-2021, optimistically.

 

[NM]

Needs a within a few days/less then a week category...

That would be "Less than 4 weeks". Can only have 10 options in a poll

 

[NM]

Is this for refunds of points+taxes type flights, as well as revenue ones? (I just voted, having received points at 12.5 weeks, and the taxes back at 14 weeks).

Yes, all QF refunds (the $$$ portion, not the points). According to the rep I spoke with, all monetary refunds end up in the queue for processing unless manually escalated.

 

[NM]

Refund of all taxes (about $1350) received at seven days, with the points refunded within 2-3 days. QF Oneworld award booking for 2, with JL, AA and QF flights in the itinerary.

Although QF cancelled the itinerary, I managed to keep the PNR and have started rebooking for mid-2021, optimistically.

Thanks. Proves it can be done! So why take 10+ weeks for other people?

 

[serfty]

That would be "Less than 4 weeks". Can only have 10 options in a poll

Yes, but "Within a couple of days" or "7 days or less", would illustrate possible 'outliers'.

"Less than 4 weeks" does not have the same cachet ...

With a 10 option limit I would have looked for a less granular approach ...

Of course, maybe you are more interested in the longer periods ...

 

[NM]

Yes, but "Within a couple of days" or "7 days or less", would illustrate possible 'outliers'.

"Less than 4 weeks" does not have the same cachet ...

With a 10 option limit I would have looked for a less granular approach ...

Of course, maybe you are more interested in the longer periods ...

I was looking at "less than 4 weeks" as being a good/reasonable outcome. But mainly looking to see how well Qantas is mapping to the 10 weeks timeframe they are telling customers when cancellations are initially requested. So yes, a couple of days is a great outcome and is captured in the "less than 4 weeks" tally, which certainly is withing the quotes 10 weeks to process a refund.

 

[Daver6]

Ironic timing for this poll. My booking via Amex travel ticked over 10 weeks and no refund. I called and of course blame Qantas. Was told they would call and follow up with Qantas and get back to me. They did and left a voice message saying its up to 12 weeks and one of the reasons given for the lengthy delay was the 6000 job cuts (which were only announced yesterday and obviously not yet implemented) but already being trotted out as an excuse for disgraceful customer service.

 

[flyingfan]

Today I received a bunch of emails from QF saying my refunds for flights in mid-April have been processed. Can't remember when I cancelled them for refunds but it was probably a week before the scheduled flights. Haven't actually received the refunds yet so will vote when the money hits my account.

 

[flyingfan]

The refunds hit my credit card yesterday.... so I make it about 10 weeks.

 

[Pete98765432]

QF cancelled my flights and sent me a credit on 6 May. I requested a refund the same day. I received an email on Friday (26/6) informing me that the refund had been processed and it hit my Amex account this morning. I received two refund transactions, one for the flights, the other for the credit card fee.

 

[Guvner]

I'm at 10 weeks and counting.

 

[Robert K]

I wonder whether the date of the flight makes a difference.

 

[William Kilner]

I am trying to challenge a credit from the 24th of March booked through Webjet who blame Qantas for the failure to refund.
I cannot contact Qantas as phone number does not operate.

 

[codash1099]

I'm at 10 weeks and counting.

I bid 15!

 

[Anorax]

We cancelled our Nov trip to Japan on 21/4/2020 and received a full refund of the ticket prices to our AMEX card on 28/6/2020. 68 days or almost 10 weeks. Qantas did not charge the cancellation fee listed in the conditions for the tickets (2 x business saver class return tickets).

 

[codash1099]

Well, finally got the refund today. From an initial fare of about $13000 (DONE4) they refunded just less that $900.

The original routing was PER-SYD-LAX-SEA-DFW-MSY-DUB-TXL-CDG-LHR-SIN-PER, but I only made it as far as MSY. They apparently recalculated the fare as a one-way PER-MSY, deducted cancellation fees and refunded whatever was left.

Miserable b..t..ds.