Long wait for refund for cancelled reward flights Qantas - a common experience?

[MPP2768]

Hi All,

Just reviewing out travel plans to Europe booked for May , I have booked my Europe tickets using Qantas points all booked under classic reward flights . There are 3 different booking reference nos. as i booked them as the classic award tickets became available as below
Leg 1 Mel-Sin- Mel
Leg 2 Singapore-Doha- Vienna
Leg 3 Paris-Dubai-Singapore
I understand cancellation charges are 6000 points per passenger , does this mean i will be charged 6000X3 points per passenger or juts 6000 points per passenger for all 3 cancellations.
Can we pay cash instead of points for the cancellations? does anyone know how much do 6000 points translate to in terms of AUD

Thanks

 

[hwrite]

Has anyone else received the refund and had points returned for covid cancelled reward flight? I cancelled 5 flights booked for May and June. I did this right at the beginning of their announcement. i have received only the (least expensive) leg . four legs remain outstanding with a total value around $1000 in fees and 300000 points. Have not received email acknowledgment, points or refund to Amex card on these outstanding flights. The other response was prompt (about nine days).

I cancelled my flights to NZ (x 2 people) early and heard nothing until recently I submitted a message on messenger - took them a week to respond to that and I haven't received any refund at this point in time. Am due a full refund.

 

[serfty]

Has anyone cancelled a classic reward flight that was subsequently upgraded with points to business? Do they also refund the points used in the upgrade, not just the original seats?

By Cancelling an classic reward then the member is effectively cancelling the upgrade as well.

16.1.9 Subject to clause 16.1, if the Member cancels a confirmed Classic Upgrade Reward within 24 hours of scheduled departure, or fails to board a flight for which a Classic Upgrade Reward has been confirmed (no-show), the Member will forfeit the Classic Upgrade Reward and any Qantas Points used to redeem the Classic Upgrade Reward, and a seat may no longer be available in the class of travel originally purchased or redeemed. If the Member cancels a confirmed Classic Upgrade Reward more than 24 hours before scheduled departure, the Classic Upgrade Reward may be refunded and will incur a Refund of Unused Classic Upgrade Reward Fee (see the Fee Schedule).

Frequent Flyer Terms and Conditions | Qantas

These Terms and Conditions form the basis of Qantas Frequent Flyer, to protect both Members and the Qantas Group.

www.qantas.com

 

[deadweight]

Thanks for that insight serfty

 

[flapper]

I used 3 different credit cards for my OWA booking, 2 are now cancelled. How do I know which credit card QF will reund the taxes to when I cancel the booking?

 

[DC3]

I used 3 different credit cards for my OWA booking, 2 are now cancelled. How do I know which credit card QF will reund the taxes to when I cancel the booking?

It should be refunded to the respective card(s). If now cancelled, then I would expect that the card issuer will contact you in order to facilitate the refund.

 

[jeza]

Just spoke to QF rep about a refund of a part flown OWA. The total distance of the OWA was approx 33100 miles including non flight segments & I'd already traveled about 15600 miles with a non flight segment of TXL-AMS.

The taxes figure refund quoted in SGD was slightly more than I paid on my last payment & was also informed I'd get a bit over 40000 points back. I do not how they did the calculation for the points refund, just happy to get something back.

So another example of QF being consistently inconsistently, I have received the refund for these flight cancellations. Which seems exceptionally quick judging by others experiences but have not received the refund for a single flight cancelled 3 weeks ago, both the OWA & single flight are ex SIN.

 

[flapper]

I used 3 different credit cards for my OWA booking, 2 are now cancelled. How do I know which credit card QF will reund the taxes to when I cancel the booking?

Here's an update. I rang QF early this morning and got through to Hobart. They advised that taxes are refunded to the credit card from which each payment was made - in my case 3 different cards.
If you have another card or account with the bank they MAY transfer the refund to that. If you don't have any current account with the bank they are unlikely to be helpfull and will return the payment to QF.
I was advised to cancel the booking with the call centre and then get a stat dec and email to [email protected].

 

[DC3]

Here's an update. I rang QF early this morning and got through to Hobart. They advised that taxes are refunded to the credit card from which each payment was made - in my case 3 different cards.
If you have another card or account with the bank they MAY transfer the refund to that. If you don't have any current account with the bank they are unlikely to be helpfull and will return the payment to QF.
I was advised tocancel the booking with the call centre and then get a stat dec and email to [email protected].

In my case, the issuer of the cancelled card contacted me and then sent a cheque for the value. Quite straightforward in that case. Hope that yours does similar for you.

 

[EestiTiger]

Here's an update. I rang QF early this morning and got through to Hobart. They advised that taxes are refunded to the credit card from which each payment was made - in my case 3 different cards.
If you have another card or account with the bank they MAY transfer the refund to that. If you don't have any current account with the bank they are unlikely to be helpfull and will return the payment to QF.
I was advised tocancel the booking with the call centre and then get a stat dec and email to [email protected].

I guess it is up to the bank. I have had a refund back to a cancelled card a year or so ago. I 'think' from memory it was a St George card. They ended up just sending me a cheque.

 

[squid01]

I cancelled a Oneworld Classic Award on 15/03/20. Just got the point refunded back to me on 24/04/20 (in full).

No sign of the refunded taxes to my credit card yet. Will give it another couple weeks before trying to call them.

 

[me-h]

Here's an update. I rang QF early this morning and got through to Hobart. They advised that taxes are refunded to the credit card from which each payment was made - in my case 3 different cards.
If you have another card or account with the bank they MAY transfer the refund to that. If you don't have any current account with the bank they are unlikely to be helpfull and will return the payment to QF.
I was advised to cancel the booking with the call centre and then get a stat dec and email to [email protected].

My experience has been similar to other comments on this, I've had a few refunds lately for various cancelled things to 3 cards, 2 of which I'd cancelled several months ago. In the case of NAB, I didn't even realise I'd received a refund from QF until NAB sent me a statement to advise me I had credit and to contact them. I'd cancelled that card 4 or 5 months ago. In the case of Bankwest (which I'd cancelled probably 5 or 6 months ago), I realised from a new email that something from Ticketmaster had been refunded to that cancelled Bankwest card, so I called them proactively. Bankwest hadn't received the payment yet but said they'd call me back in a week. They indeed called me a week later, and confirmed they now had received the payment. In both cases I gave them my bank account details (which isn't a NAB or Bankwest account) and both deposited the amounts in my account within a couple of days. I've also received a few refunds lately from overseas related to a cancelled overseas trip where the refund has been a bit more than what I'd paid in the first place, due to the lower AUD. Hopefully your experience is similarly straight forward.

 

[Chalkie]

I've had a classical QF consistently inconsistent experience:

18 March 2020 - cancelled 2 award LAX-SYD rtn F tickets in June 2020 for me and +1 online; heard nothing until I called WP service number on 14 April 2020 when very kind and helpful agent said the cancellation request was "caught in the works" and hadn't progressed. She then "unclogged the pipe" and I received a refund processing email on the same day. The fees were refunded to the credit card originally used to pay them the next day on 15 April 2020, along with the FF points.

29 March 2020 - QF cancelled the flights on which I'd booked my Mum a SYD-LAX return in F for April/May. On 14 April 2020 on same call as above, I confirmed that the reward booking should be cancelled and the fees and points refunded. The very helpful agent said she'd got that underway. Have heard nothing since then.

As a comparative data point, on a bunch of flights which American Airlines and British Airways cancelled on me on a variety of routes (YVR-DFW-MCO rtn; YVR-LAX rtn; LAX-YVR rtn; YVR-DFW-LHR-YVR; all booked on American Airlines ticket stock though), American has been incredibly efficient at processing and refunding in full/no questions asked the full cash amounts within 7 to 10 days.

 

[Chalkie]

29 March 2020 - QF cancelled the flights on which I'd booked my Mum a SYD-LAX return in F for April/May. On 14 April 2020 on same call as above, I confirmed that the reward booking should be cancelled and the fees and points refunded. The very helpful agent said she'd got that underway. Have heard nothing since then.

Cue Twilight Zone theme music...

I just received the following email:

"Dear Mr Chalkie

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

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

We have a dedicated team who are working through and will process any cash payments made for the taxes and airport charges.

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

We welcome your feedback. For us to improve our service, please complete our customer feedback survey.

Kind Regards,

Qantas Frequent Flyer Team
qantas.com/frequentflyer"

 

[Joe Lighty]

I cancelled a JQ flight for family of four (MEL-HNL) that was purchase using QF FF points and about $600 worth of taxes. This was cancelled on 23 Mar 2020 - haven't seen any refund of point or cash. I did try to call Qantas this morning but the message said that the FF call operators were not able to assist with points refunds - hard to believe, but I didn't persist. Would be nice to get the cash back, though the credit card that was booked on is no longer current - though I still have a CC with that bank, so hopefully they are helpful when it does eventually come, as per some of the posts in this thread.

 

[chk123]

I cancelled a JQ flight for family of four (MEL-HNL) that was purchase using QF FF points and about $600 worth of taxes. This was cancelled on 23 Mar 2020 - haven't seen any refund of point or cash. I did try to call Qantas this morning but the message said that the FF call operators were not able to assist with points refunds - hard to believe, but I didn't persist. Would be nice to get the cash back, though the credit card that was booked on is no longer current - though I still have a CC with that bank, so hopefully they are helpful when it does eventually come, as per some of the posts in this thread.

I called today for a Qantas rewards flight to be cancelled. I was told 8-10 weeks to get a refund of points and taxes, I had to be transferred two times to the appropriate area. Try calling 131313 again ?

 

[Joe Lighty]

I called today for a Qantas rewards flight to be cancelled. I was told 8-10 weeks to get a refund of points and taxes, I had to be transferred two times to the appropriate area. Try calling 131313 again ?

I guess I'll wait the 8-10 weeks. I know that we are all facing challenging times at the moment, but in this days and age of these fancy things called "computers", I have no idea why the refund of points takes so long...

 

[chk123]

I guess I'll wait the 8-10 weeks. I know that we are all facing challenging times at the moment, but in this days and age of these fancy things called "computers", I have no idea why the refund of points takes so long...

8-10 weeks after you put in the request to cancel.

 

[Happy Trails]

By way of contrast, I cancelled LM and UA awards in the past week and the miles (for what they may be worth) were refunded the next day.
Taxes said to take 30 days.
Edit: UA taxes were refunded in 6 days.

 

[Ktan89]

I cancelled a Oneworld Classic Award on 15/03/20. Just got the point refunded back to me on 24/04/20 (in full).

No sign of the refunded taxes to my credit card yet. Will give it another couple weeks before trying to call them.

mines the opposite. Roughly same timeline.
I got my taxes back yesterday but no sign of QF points - will also wait a week or two before calling up.

 

[Lynda2475]

Mine was cancelled on 16th April, still no sign of points nor taxes - going off this thread looks like I'll be waiting several weeks yet.

I want the points returned asap, as want to rebook reward flights (if any are released) for next June to replace this years cancelled trip and those arent far away form being released now.