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

[Maca44]

QF points returned to account within a week for flights SYD-HND-SEA, but it's been 10 weeks now, and still no return of taxes etc.
I received a 'partial' refund (less AUD$390) for flights booked direct with JAL for YVR-NRT-HND-SYD in J, and although they indicated on their site there would be no cancellation fee I guess they forgot about me. Will have to vote when I receive the taxes from QF.

 

[Revenge]

On 15 July I booked some classic reward seats BNE-CNS for 31 July. Cancelled them about a week before travel and still waiting for points refund. Which is frustrating because I want to rebook for September but don't have the points in the account. Should have done a change instead of a cancellation.

It didn't occur to me that it would take so long because normally points are refunded quite quickly and there was this whole splash about extra flexibility for reward bookings.

Booking with points just got more flexible
Cancel or change your booking without a fee until 31 October 2020.
With Australian domestic and trans-Tasman travel restrictions beginning to ease, the time to turn travel dreams into travel plans is here. And we’re making it easier to get started with more flexibility on Classic Flight Reward seats.*
When you use Qantas Points to book a Classic Flight Reward seat on any Qantas or Jetstar flight, you'll be able to change the date or cancel your booking, free of charge until 31 October 2020.^ That's for Classic Reward bookings for travel up to a year away.
So whether you’re looking to travel soon or down the track, Classic Flight Reward seats across Australia are available to be booked - including school holidays and Christmas.
Need more information? See our Frequently Asked Questions.
This is all part of our Fly Flexible conditions we've introduced to give our customers certainty and to provide greater flexibility for both Reward Seats and regular bookings.

 

[Revenge]

On 15 July I booked some classic reward seats BNE-CNS for 31 July. Cancelled them about a week before travel and still waiting for points refund. Which is frustrating because I want to rebook for September but don't have the points in the account. Should have done a change instead of a cancellation.

It didn't occur to me that it would take so long because normally points are refunded quite quickly and there was this whole splash about extra flexibility for reward bookings.

OK I have an update on this. I wrote to Qantas via the Complaints form in the Frequent Flyer category. And they actually responded within a day saying they've now processed the refund:

Dear Mr [Revenge]

We are writing regarding your Classic Awards booking with reference xx_xx_.

The refund of your Qantas Points and tax for this booking has been processed and should appear on your account today.

Understanding the volume which we are seeing, we have acted on the demands and have added additional staff to help work on the refunds and credits so we can process them as quickly as we can.

If you are waiting on other seperate [sic] bookings to be refunded, please note that the team will not be able to process them at the same time. Depending on the type of request received, it is possible they will be actioned by different dedicated teams.

If you have not yet received a refund for these charges, we ask for your patience and can reassure you that all refunds that will need to be made will be processed.

We thank you for your continued loyalty during this time. We appreciate your patience as we continue to work and meet all requests that we are receiving.

We welcome your feedback. For us to improve our service, please complete our customer feedback survey via qantas.com/QantasEmailSurvey *

We look forward to welcoming you on board again soon when we can.

I'm impressed (although the points are yet to appear).

 

[Guvner]

Received an email today, 16 weeks after the flights were cancelled, asking for my BSB/Acct. (Used BPay for booking)
Email address was: [email protected]
Email address checked out and contained the correct PNR and pax names so I responded with details. I'll report back when / if I receive the funds.

 

[Rembrandt]

Why do refunds take so long, I understand they have many refund at the moment. However, is there some sort of manual procedure involved here to refund or is there a certain amount a day they can only refund?

 

[Daver6]

Why do refunds take so long, I understand they have many refund at the moment. However, is there some sort of manual procedure involved here to refund or is there a certain amount a day they can only refund?

To improve their cash flow situation. Ie, hold on to your money for as long as they think they can get away with it before a regulatory body intervenes.

 

[Jeff Hughes]

Hi
Waited till Qantas cancelled the flight then ---- Multiple phone calls - plus you are told in the lead up message that refunds will not be discussed as they are too busy because of COVID! I can understand a delay but the deceptive behavour wears thin.
Sent emails - no response
Eventually I find Qantas have automatically provided a flight credit! When I eventually got through to an Australian QANTAS support person she initially refused to change it to a refund as she said this was impossible. She then "ranted" at those people expecting their refunds. Reading between the lines it would seem QANTAS Support has been left to carry the pushback by Qantas to "impose" credits. Eventually a refund was agreed after I said that an ACCC complaint would be forthcoming - yet to see the money - I'm not holding my breath. I have 2 other International business class seats to claim as well - still building up the courage to take this on - hoping the path is now better defined now rather than the "mushrooming" that QANTAS put in place

 

[boxjelly5]

Had 2 bookings I cancelled mid April. The small one took a month. The complex RTW is well over 12 weeks and waiting.

 

[wolfpaws]

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!

 

[Harry Laumets]

Back in early May 2020 I requested a refund from Qantas pre-empting that the October USA trip would be a bad idea. I received my refund for a return Business Class trip within 10 days less $600 surcharge. Within USA I was flying American Airlines. No luck there at the moment. I was meant to be in Europe now. Cancelled my Finnair Business Class ticket late April. Still waiting 14 weeks later. Qantas domestic have been fantastic with their refunds...couple of working days. Good luck one & all!

 

[Deena]

I cancelled my first flight, maybe in April, waited at most two weeks before refund of points and money.

Qantas rung me last week to cancel my flight. The Wellington to Melbourne sector had dropped off the system, last time they changed the Melbourne to Perth flight. She found the lost flight. I said I wanted refund, not rebooking. She said it would be October before I am refunded.

 

[RAM]

To improve their cash flow situation. Ie, hold on to your money for as long as they think they can get away with it before a regulatory body intervenes.

Perhaps a little bit more serious than that.

At any point in time Q has over $4bn in prepaid ticket revenue on their books (pre-CV). Now that all international flights are cancelled & 90%+ of domestic flights are cancelled - that makes close to $4bn in cash to be paid out. Cash which Q did not have as of 31 Dec 2019. Going back to 30 June 2019 the total of all 'Current assets' (Cash & everything else) was $4.2bn vs prepaid revenue > $4.3bn (just one component of current liabilities).

Q raised $1.6bn in debt (post CV) followed by nearly $1.9bn in equity since then, but did its first 'plane value' write off of $1.3bn, as well as buying back a good number of shares in late 2019 which used up more cash. Given the decline in 'official' plane valuations since 31 Dec 2019 & the A380s being grounded (burning through cash for basic maintenance in long term storage) - Q may well have to write-off close to an additional $1bn for the A380s alone.

Meanwhile Q has around 87% of its planes parked for either short term or long term - all requiring ongoing maintenance to various degrees & the Fed Govt is paying most of Q's payroll. The 6,000 staff (I think was the number) to be made redundant will take a decent chunk of cash to payout their entitlements (2 weeks pay per year of service + accrued leave + long service leave + (potentially) Qantas Super having to cash out its fund if ex-staff take the money out - which may lead to requiring a capital injection for the defined benefit component (not huge though). Would be interesting to know how many Q staff have taken up the 2 x $10,000 super withdrawl scheme?

Q may not have anything left to borrow 'secured' against which is what may have led to the backflip over a few weeks from, 'We have a strong balance sheet & have no requirement to do a capital raising' to 'Give us $1.9bn in new capital please'. Remember Q restricted redemptions from QFF before VA restricted their scheme!

There's a separate blog about Q's financial state.

But of course, it is totally coincidental that they are taking excessive periods to refund many, but not all, people's money, even after the ACCC's intervention.

Qantas Equity $1.9B Raising and Announcements June 2020

That's a big call to make and one that seems both untrue and not quoting any actual references. Aircraft value isn't directly linked to operating cash flow and the ability to pay debt 'as and when they become due'. I'm more of a VA customer/fan than a QAN one but it doesn't seem right to make...

www.australianfrequentflyer.com.au

Have a look at post #141.

 

[Danielb56]

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).

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.

 

[Lulu]

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.

Webjet say they hold a credit for me ( Flight was mid May ) & that they will note my file that I want a refund .... still nothing - what do I do ?

 

[Lulu]

We had our 24 th of March flight to NZ cancelled by on the 21st of March but were not informed of this until the 23r d of March.
They claimed they could not refund because of the Qantas Covid 19 restrictions and gave us a credior that ends in February 2021. Qantas contacted me and informed me that since the ACCC decision a refund is appropriate and I should contact Webjet for the refund. Naturally, Webjet refuse to reply because all their communication comes from off shore and it is impossible to speak to anyone. Meanwhile they hold on to my $2400....ACCC should be reviewing their structures.

I agree absolutely- Webjet just find it too hard - my flights are all domestic , Qantas & Virgin , live regionally so booking via Webjet made booking connecting flights easy BUT we cannot get them to give us a refund , no communication from them other than new offers !

 

[RAM]

I agree absolutely- Webjet just find it too hard - my flights are all domestic , Qantas & Virgin , live regionally so booking via Webjet made booking connecting flights easy BUT we cannot get them to give us a refund , no communication from them other than new offers !

Virgin is off the table for getting your cash back unless you're very lucky due to current proceedings - have a look through the thread on VA refunds etc for latest info.

1. Go through your records and make a short dot point time line of bookings, when flights cancelled, contact made by you for refunds, etc etc. One for Q et al & one for VA et al.
2. Send email (create audit trail) to Webjet asking why they have not processed your refund for Q/Jstar flights. Possibly refer to ACCC requirement that Q FULLY refund all cancelled bookings in cash if customer want that instead of credits already issued, including fees & taxes.
3. Do some reading up (in sections of several AFF blogs on refunds etc (such as this one)) & also do some reading up on ACCC - making a complaint.
4. Read up on 'Travel' Ombudsman.
5. If you used CC to pay for your Webjet booking - have a read of your CC terms & conditions booklet (download PDF...) - possibly may need to go to 'Charge back' option.
6. P E R S E V E R E !

All the 'slow' or 'no' payers count on frustration, apathy & other issues arising to take your focus away from getting your money back - has been going on for centuries.

 

[Lulu]

Virgin is off the table for getting your cash back unless you're very lucky due to current proceedings - have a look through the thread on VA refunds etc for latest info.

1. Go through your records and make a short dot point time line of bookings, when flights cancelled, contact made by you for refunds, etc etc. One for Q et al & one for VA et al.
2. Send email (create audit trail) to Webjet asking why they have not processed your refund for Q/Jstar flights. Possibly refer to ACCC requirement that Q FULLY refund all cancelled bookings in cash if customer want that instead of credits already issued, including fees & taxes.
3. Do some reading up (in sections of several AFF blogs on refunds etc (such as this one)) & also do some reading up on ACCC - making a complaint.
4. Read up on 'Travel' Ombudsman.
5. If you used CC to pay for your Webjet booking - have a read of your CC terms & conditions booklet (download PDF...) - possibly may need to go to 'Charge back' option.
6. P E R S E V E R E !

All the 'slow' or 'no' payers count on frustration, apathy & other issues arising to take your focus away from getting your money back - has been going on for centuries.

Thank you , I have had many email exchanges with Webjet , live chats as well , 2weeks ago I did get somewhere in so much the live chat ‘person ‘ said they would note my file that I wanted a refund in lieu of credit - only taken 3 months ! I will try again , I’ll be damned if they think I’m going to just sit back & let them rebook me - all their writings say , flights will be at higher price , increased taxes etc - I want my money back to then make a decision independently of when , where & how much I pay - how many people have just given up ....

 

[sjdee63]

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.

My cancellation was processed back in March through an agent, because the flights were changed and then cancelled by Qantas just as Covid was emerging, so I took refund offer rather than rebooking. I’m still waiting, Qantas says only the agent can talk to them, the agent says they haven’t received the refund yet. The original 90 days quoted expired sometime ago and now I’ve heard the agency owner is a bit questionable through other customer experiences. How do I get my refund?

 

[Rembrandt]

I've had to cancel 3 flights with Qantas. What occurs for me is points back after 6 weeks and money back (tax) at roughly 12 weeks.

 

[RAM]

My cancellation was processed back in March through an agent, because the flights were changed and then cancelled by Qantas just as Covid was emerging, so I took refund offer rather than rebooking. I’m still waiting, Qantas says only the agent can talk to them, the agent says they haven’t received the refund yet. The original 90 days quoted expired sometime ago and now I’ve heard the agency owner is a bit questionable through other customer experiences. How do I get my refund?

Please say you paid for your fares to the travel agency by credit card?