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

[lindyb]

I cancelled back in mid-March and received all my points but only half of my taxes back. My international and domestic flights were booked with points only. I have only just received the other half of the taxes back last week after several emails reminding them I am still owed a refund. On the domestic side of things, again, they refunded back the points but I had to chase again for a refund. I did get an email asking if I wanted credit or a refund a couple of months ago so opted for a refund knowing that I was not going to be rebooking for quite some time. So guess what - they gave me a credit. More emails to them and also just got the refund on those last week as well. Don't know why this wasn't done in the first place like the original ½ taxes refund. I would put it down to not completing a task - only did it for one passenger and not the other. Qantas - you really need to lift your game - I'm not impressed!

Do you have an email address for Qantas you are willing share please?

 

[Guvner]

Do you have an email address for Qantas you are willing share please?

see my post at How long did Qantas take to process your refund for cancelled flights?

 

[Pushka]

Do you have an email address for Qantas you are willing share please?

The half taxes return is a long standing and known issue, well before Covid. You always have to call up.

 

[lindyb]

see my post at How long did Qantas take to process your refund for cancelled flights?

Thanks

 

[mrsterryn]

I can't believe , though sadly I do , that there are 30+people waiting longer than 12 weeks
I think husband is at 9 weeks

 

[Guvner]

I can't believe , though sadly I do , that there are 30+people waiting longer than 12 weeks
I think husband is at 9 weeks

I'm at 18 weeks and counting. Simple domestic round trip paid booking.

 

[Pushka]

Mine are all over the place. I'll need a spreadsheet to make sure they all get captured.

 

[mrsterryn]

We only have three for refunds. We took two as vouchers QF

We do have some others not QF waiting on

 

[NM]

My last remaining refund - requested at the same times as 3 others that were refunded fairly promptly - is now up to 10 weeks. The difference is that the remaining one was a one-way flight originating in New Zealand and hence in NZ currency. Strange how the process can be so broken that there is such variation in times for processing refunds requested through the same person on the same phone conversation so I assume they were processed the same way in their system.

 

[RAM]

We only have three for refunds. We took two as vouchers QF

We do have some others not QF waiting on

Are you sure you do not want to reconsider the vouchers? Highly likely (see ACCC articles/Q letter) that you would be still able to request the travel credits be replaced with cash refunds.

 

[mrsterryn]

Are you sure you do not want to reconsider the vouchers? Highly likely (see ACCC articles/Q letter) that you would be still able to request the travel credits be replaced with cash refunds.

I did consider it but I really don't remember if they cancelled or I cancelled. They were for flights end of April and then four week later. I was having a couple of fun/status runs to new Zealand

 

[Virgin Bart]

Mine are all over the place. I'll need a spreadsheet to make sure they all get captured.

Sigh, I have one too.

 

[NM]

Mine are all over the place. I'll need a spreadsheet to make sure they all get captured.

That is the only way I can track it, and I only had 5 cancelled bookings (all related to one family holiday), complicated by the mix of AU and NZ originated paid tickets, and QF and CX awards.

The CX awards were the simplest and most straight forward and handled by a very pleasant agent who called me to inform me of the flight cancellation and my options. All handled in one phone call with no on-hold waiting time and points refunded immediately with taxes/co-payments refunded in about 48 hours.

 

[pjresq]

I am at 19 weeks, via a third party. They claim they are not the holdup, and Qantas are the reason. Is there any way to challenge this?

 

[RAM]

I am at 19 weeks, via a third party. They claim they are not the holdup, and Qantas are the reason. Is there any way to challenge this?

Travel industry Ombudsman & ACCC - need to have an 'audit trail' t show you have done your part.

Note down date, time, who you speak with, what they say etc etc (if you have not been doing so).

Send follow-up emails confirming conversations.

If booking amde using a credit card then see if you can do a charge back for services not provided. (MUCH info earlier in this thread about that).

 

[Daver6]

I am at 19 weeks, via a third party. They claim they are not the holdup, and Qantas are the reason. Is there any way to challenge this?

If you paid by credit card, I'd contact them and tell them if you dont have the refund by the end of the week you'll be initiating a credit card charge back. I bet that will get them moving. If not, just go with the charge back.

 

[pjresq]

Travel industry Ombudsman & ACCC - need to have an 'audit trail' t show you have done your part.

Note down date, time, who you speak with, what they say etc etc (if you have not been doing so).

Send follow-up emails confirming conversations.

If booking amde using a credit card then see if you can do a charge back for services not provided. (MUCH info earlier in this thread about that).

So we can go direct to the Ombudsman and AACC? Are their contact details on the relevant websites?

Thanks in advance.

 

[Pushka]

I have now had three of six cancelled trips being refunded points and other charges a couple of days after the points arrive. Their processing is random and out of order of cancellation. The refunded ones have taken about three weeks. The others were cancelled at about the same time.

 

[Danielb56]

I have received points on two separate flights that I booked around 9 weeks and 10.5 weeks respectively. But I have received the cash refund after 12 weeks from the smaller and cheaper flight and still waiting for the refund for the larger cash flight which is still around 14 weeks now.

I ended calling Qantas yesterday to enquire why my tax/cash has not been refunded for the 2nd flight.

I have received points on two separate flights that I booked around 9 weeks and 10.5 weeks respectively. But I have received the cash refund after 12 weeks from the smaller and cheaper flight and still waiting for the refund for the larger cash flight which is still around 14 weeks now.

I ended up calling Qantas yesterday (29th Aug) about the 2nd refund cash payment as it has been over 12 weeks. The lady did not know why it has not been paid but acted on it immediately and refund is now being processed and will be in my account by mid week. Yeah.....

 

[Guvner]

I'm at 18 weeks and counting. Simple domestic round trip paid booking.

Still waiting. Direct booking through QF website with BPay, no third parties, no points involved, no weird itinerary. Frustrating.