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

[Port Power]

My sister and our friend are still battling to get their refunds for the flights we’d all booked to South Aftica.

We booked direct and had our refunds (points and revenue) back in July. Sister and friend via agents. Helloworld had told my sister that Qantas had given a date of Nov 17 but then last week advised her Qantas has said there was another delay of 47 days (yes, exactly 47 days).

This is ridiculous. I posted about this on QF’s Facebook page and was asked to private message them with details. I’ve done th and crickets...

A other case of (some) travel agents making their own rules!

 

[bPeteb]

A other case of (some) travel agents making their own rules!

Yes. That’s my concern and why I want QF to say to me we have, or have not, passed the refund for my sister on to her agent. Just a single sentence will do.

 

[RAM]

A other case of (some) travel agents making their own rules!

It may well be the TA but as is 100% certain - Q has been dragging its feet on paying refunds.

Q is also known for using its market power. So with TAs, especially with all the 'sky is falling' media articles on the impending permanent demise of VA (until even October), Q held the whip hand.

If Q is dragging out direct bookings made by AFFers for up to 27 weeks - I would bet they are playing a similar game with many, especially 1 or 2 shop TAs. The best way to sort out this kind of 'he said, she said' is to put it in writing.

An email (provides an audit trail vs phone call) politely asking the TA why the refund has not been received, you can even mention earlier conversations where the TA may have said that it is Q dragging its feet.

Once you have it in writing then that evidence can be ACCC'able.

On the ABC Newsradio, around 8.22am this morning the ACCC Commissioner was talking about CV & refunds. She made it very clear that CV is no excuse for not paying full refunds and in no way gives any business the ability to retrospectively change their T&Cs.

Worth listening to her interview if anyone had doubts.

Yes. That’s my concern and why I want QF to say to me we have, or have not, passed the refund for my sister on to her agent. Just a single sentence will do.

Q will not provide any evidence that they may be the reason for the delay. Their financial position is so fragile that many have had great success by going onto Q's fb page to put it into the public domain just how desperately Q is holding onto the money.

For some reason Q then contacts the poster & money arrives within a couple of days.

 

[bPeteb]

Q will not provide any evidence that they may be the reason for the delay. Their financial position is so fragile that many have had great success by going onto Q's fb page to put it into the public domain just how desperately Q is holding onto the money.

For some reason Q then contacts the poster & money arrives within a couple of days.

I posted on fb on behalf of my sister and was asked to pm them and I've done that. Given them all of her details. Nothing back from them despite me asking twice now for just an acknowledgement. Maybe it'll just happen by magic

 

[RAM]

I posted on fb on behalf of my sister and was asked to pm them and I've done that. Given them all of her details. Nothing back from them despite me asking twice now for just an acknowledgement. Maybe it'll just happen by magic

Now I suggest you get your sister to email the TA and ask the question - along the lines of 'When we spoke on X Nov you mentioned that Q had said the refund would be processed by Y Nov. Subsequently you told me that Q has not provided the refund to you.

Can you confirm what the current information you have received from Qantas?

 

[bPeteb]

Now I suggest you get your sister to email the TA and ask the question - along the lines of 'When we spoke on X Nov you mentioned that Q had said the refund would be processed by Y Nov. Subsequently you told me that Q has not provided the refund to you.

Can you confirm what the current information you have received from Qantas?

I’m pretty sure she has all of that on an email already Ram. Agree. ACCC and consumer affairs next.

 

[bPeteb]

My sister and the friend we were travelling with to South Africa were both advised by their respective TAs (helloworld and not sure) on Friday that their Qantas refunds had been received and that they should see the funds in their accounts early this week. These flight were in July and cancelled in May. Absolutely disgusting.

 

[HappyFlyerFamily]

Just wondering whether anyone has had a refund situation with covid flight credits.

Traveller paid for a revenue flight, which became a covid flight credit without recourse to refund.

Then covid flight credit used on a flight that was significantly changed/cancelled by Qantas.

What was the outcome? Refund (money) or revert to covid (or some other) flight credit

 

[PineappleSkip]

I had a flight credit which fell down a hole (saga of months just to get it), customer care decided easiest to refund because too many IT issues with flight credits. agreed to refund and it happened quickly, but that was 8 months into the saga.

 

[BiL_Syd]

I raised a refund request in Dec 2020 just before Tassie border closure and today have received $10 in refund...was on phone for more than an hour but no luck

 

[PineappleSkip]

come to AFF, BiL_Syd. Wondering what you expected to receive?

Cheers skip

 

[bnr032]

Cancelled a reward flight on 1st April, Today (13th April) received the pts back.

 

[RAM]

It is very easy to miss, as some browsers/settings take you to the first 'new' post you have not seen, or when you move a page forward then you get taken to the 1st new post - but if you scroll to the very top of any page (of this thread) there is a survey to record how long it has taken to get your refund (correct, partial or otherwise).

If you haven't done the survey for each refund sought - please do!

 

[JamesAu]

It is very easy to miss, as some browsers/settings take you to the first 'new' post you have not seen, or when you move a page forward then you get taken to the 1st new post - but if you scroll to the very top of any page (of this thread) there is a survey to record how long it has taken to get your refund (correct, partial or otherwise).

If you haven't done the survey for each refund sought - please do!

Thank you - I will do that. I actually got the refund this week; 10 weeks later!

 

[Gary T]

Considering the time QF make customers wait to receive their monies back and the fact flight credits are being treat so badly. The amount of money QF is holding INTEREST FREE they are on easy street with no recourse of note.
when you purchase a ticket both you and QF enter into an agreement, you to abide by the rules of the ticket QF to transport you from A to B for an agreed price.
I certainly didn’t enter an agreement with QF to loan them $4,578.00 interest free with added restrictions on how I can use my loaned money.

Air India refunded my ticket with them in four weeks No hassle never a mention of flight credits.

I will now nev

 

[Gary T]

I will never fly QF again if I can possibly avoid it. Had my first flight with QF when I was 10 to London on a Connie, it certainly isn’t that Real Australian any longer

 

[Mattg]

Cancelled a reward flight on 1st April, Today (13th April) received the pts back.

What about the taxes?

 

[Guvner]

Just noticed Qantas double charged my CC for a MEL-SYD J reward. Ughh why is it so hard?

Yet another unnecessary phone call.
Sorry Alan, my fault.

 

[Andrew G]

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.

I have been trying to get a refund of the taxes for canceled tickets from Qantas for flights which were canceled last July. We deactivated the credit card used so have had to send in a stat dec and letters from the bank to have it redirected. Fair enough and we did this. Since then we have followed up with Qantas numerous times. We have followed all instructions and have now resent the stat dec and letters at least 5 times as each call has a different resolution and we are not actually allowed to speak with the refunds department! A number of call centre staff have expressed exasperation with the refunds department and have gone into bat for us as they could see that the refunds had not been made. Oh, and as they call refunds the wait is regularly over an hour. Additionally, I have contacted the Customer Service area three times and lodged written complaints and again no response. If anyone has any tips about how to escalate or even talk to someone about such issues I'd appreciate a hand!
Thanks

 

[rynorex]

I just rung up to have my flights to Japan in May cancelled. On and off the call within 4 minutes! .... but a bit pissy about the whole 6 - 8 weeks to process. That's just rude.