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

[Guvner]

I had four separate PNR's, all reasonably complicated rewards (one was a OWA with 7 flights).
Cancelled all four at the same time on Monday online. Total of about 700k points and $2K.
Two bookings had the points refunded within a few hours (including the OWA).
The other two have not yet refunded points.
None have had the $ refunded yet.

Doesn't seem to be any consistency in the way they are processed.

So an update / data point.
4 separate (International/multi carrier) PNR's all cancelled 30th May

PNR1 Points refunded immediately*, fees/taxes not yet refunded (QF/QR/BA/JL)
PNR2 Points not yet refunded, fees/taxes not yet refunded (QF/QR)
PNR3 Points refunded immediately*, fees/taxes not yet refunded (QF/BA)
PNR4 Points refunded 6 June, fees/taxes refunded 7 June (QF/BA/QR)

I'm sure there's a logical explanation, but I don't know what it is.
* = within a few hours.

 

[CaptJCool]

Called the QF Platinum line tonight and was through probably to Manila within 2 minutes...

my hidden flight credits (gift vouchers & QF cancelled flight credit) placed in credit in March 2020 and May 2020 had “gone into archive”.

was told they needed to be resurrected and should appear “overnight”

if anything I need use them by Friday 10th you know the current QF sale ....

I asked about the refund on the third so I’ll report back when I find out how that goes

total value $445

 

[CaptJCool]

Serious question - is there any legitimate reason that Qantas refunds still need to take 8+ weeks?

Most other airlines can process refunds in 2-3 days. Are there no laws in Australia against holding onto people's money like this for months when they're entitled to a refund?

Hey Matt

Well an interesting website screenshots following the process....

this has definitely changed SINCE I last got refunds ....



So of course I poked the NEW REFUND Button




interesting that flight credits MAY take longer than usual yet Refunds meant to be FASTER.

WELL GIVEN the earlier report on TV from QF, Then all refunds if following this new process ought MOVE RAPIDLY 80% within 7 days MY POST #227 On THIS THREAD

 

[CaptJCool]

Hey Matt

Well an interesting website screenshots following the process....

this has definitely changed SINCE I last got refunds ....

View attachment 280012

So of course I poked the NEW REFUND Button


interesting that flight credits MAY take longer than usual yet Refunds meant to be FASTER.

WELL GIVEN the earlier report on TV from QF, Then all refunds if following this new process ought MOVE RAPIDLY 80% within 7 days MY POST #227 On THIS THREAD

and here is the RESULT ALREADY

 

[DC3]

… flight credits MAY take longer than usual yet Refunds meant to be FASTER.

WELL GIVEN the earlier report on TV from QF, Then all refunds if following this new process ought MOVE RAPIDLY 80% within 7 days MY POST #227 On THIS THREAD

THANK YOU for POSTING.

SO, what about THE OTHER 20 per CENT that is NOT MOVING RAPIDLY?

 

[NM]

THANK YOU for POSTING.

SO, what about THE OTHER 20 per CENT that is NOT MOVING RAPIDLY?

The other 20% seems to be far more common than the 80% based on reports

 

[DC3]

Well, how about this.

Two days ago (well, about 40 hours, now), I made some changes (cancellations) to my OWA flights. As the revised e-ticket had not come through as yet, I phoned the Call Centre. Fiji picked up pretty quickly. I asked the CSO to cast an eye over the bookings, as previous delays in ticketing have usually been caused by QF ‘glitches’. She fixed a few (unspecified) ‘things’ and mentioned that the e-ticket should be sent within the hour.

Guess what? 20 minutes later, I had the new e-ticket, and it’s all correct. How about that?

Edit: Anyway, back on topic, the refund due (for cancelled flights) is showing on the e-ticket, so I’ll update on the actual refund timeframe when it comes through

 

[DC3]

Update to the the previous post.

I just noticed that the QFF points for cancelled flights have already been re-credited to my account, and this is within an hour of speaking with Fiji this morning.

Now to watch for the credit card refund.

 

[MELso]

Patience Grasshopper. Refunds make take several months.

Absolutely.

But fortunately, QANTAS came to the party with a refund email a couple of days ago. So about 7 weeks all up…

 

[pyffii]

Cancelled a classic rewards on Saturday online and the points were in my account 2 hours later....Sunday received an email saying the taxes had been returned to my credit card and hit my account on Tuesday....Now thats a huge improvement !!!

 

[MsCanDo]

I cancelled my booking on Qantas app around 10pm on 6th Jun, next morning I could see all points refunded back to my account. Also received email about the tax refund, and then received back my payment in my credit card 2-3 days later. Big improvement from Qantas !
Oh, but it was still hard to get through the phone. I tried to call them a few times before that but gave up after waiting for nearly 45 mins and still in queue (I tried to change my return flight but couldn’t do online, so needed their help). Finally decided to cancel the whole booking and re-do it. And the cancellation was quickly proceeded as above.

 

[RAM]

Cancelled a classic rewards on Saturday online and the points were in my account 2 hours later....Sunday received an email saying the taxes had been returned to my credit card and hit my account on Tuesday....Now thats a huge improvement !!!

Amazing what can happen when you re-enable the box 'to auto process' in the refund system... Who'da thought.

 

[CaptJCool]

and here is the RESULT ALREADY

View attachment 280307

Refund was to my original form of payment

I was looking in all the wrong places

two days for an odd amount (presumably less cancellation fees) to be reloaded on the QANTAS PASS from whence this came - ie I was expecting $10 (or $109 if no cancel fees) but it was a small amount more than $10 and no matter which way I butter the bread it doesn’t tally how they came to that figure .
PS That Qantas pass had a small amount on it which I used between 9 June and the reloading of the Refund on 11 June but still makes me none the wiser

 

[BCons]

Here’s a trick - booked and next day cancelled 2 J tkts for Mrs and me. Did the cancellation online (since we were 40k ft up with EK). No probs, one refund comes thru in full to my debit card in 3 days, but no sign of the second refund until I phone 2 weeks later.

Eventually get thru to the Safr call centre to be told second tkt will take 6-8 weeks because I didn’t cancel both at the same time.

how could I, I asked, there’s no provision on QF ‘manage my booking’ other that to just ‘cancel’. Same booking ref for both, so you’d think cancel one means cancel all. Not the case…

 

[CaptJCool]

Refund was to my original form of payment

I was looking in all the wrong places

two days for an odd amount (presumably less cancellation fees) to be reloaded on the QANTAS PASS from whence this came - ie I was expecting $10 (or $109 if no cancel fees) but it was a small amount more than $10 and no matter which way I butter the bread it doesn’t tally how they came to that figure .
PS That Qantas pass had a small amount on it which I used between 9 June and the reloading of the Refund on 11 June but still makes me none the wiser

Gotta love QF efficiency

used 5 x Qantas pass for 4 bookings covering Upto 3 people on 2 flights.....

and got 4 email notifications per each of the 5 Qantas passes to advise of their use. Nothing like 20 emails when 5 woulda done the trick !

 

[robinsparkles]

For those who have waited/still waiting past the "SLA" of 8 weeks, have you tried any methods of recourse such as credit card chargeback? Is that an option?

 

[UP4014]

I just received my refund, $4.5K from QF within 48 hours. Well done on this occasion.

 

[levelnine]

For those who have waited/still waiting past the "SLA" of 8 weeks, have you tried any methods of recourse such as credit card chargeback? Is that an option?

Generally if you call back after 8 weeks, they will immediately action it and you'll receive it in 5-7 days after the call.

 

[Ade]

Cancelled an international reward ticket on 12/06.

Points refunded on 18/08
Fees/cash refunded on 18/06

Worth mentioning, the fees were paid in SGD using AMEX AU card. Refund processed in AUD

 

[Maybloomer]

Cancelled 2 international reward tickets on May 31 over the phone. Points returned while I was on the phone to the agent so I could rebook immediately for next year. Taxes refunded on June 6 to Amex CC