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

 

[Berlin]

Well, this all makes VA look extremely good!

Ha- must be the only thing making Virgin look good these days

 

[stryker]

Ha- must be the only thing making Virgin look good these days

I guess you don't like VA. They're not my favorite airline either (neither is QF), but credit where it's due.

 

[Berlin]

I guess you don't like VA. They're not my favorite airline either (neither is QF), but credit where it's due.

You're correct there but fair enough- this is indeed much better than most airlines!

 

[nfw]

Easy, don't fly Ear Nah Zoolind. Obvioulsy it's not in this scamdemic with us all. If it wants to be unethical in this time of grandmas falling by the millions in the streets, then let your money do the walking.

 

[Berlin]

Easy, don't fly Ear Nah Zoolind. Obvioulsy it's not in this scamdemic with us all. If it wants to be unethical in this time of grandmas falling by the millions in the streets, then let your money do the walking.

Where are the grandmas falling by the millions in the streets? Head scratch...

 

[Daver6]

How is it that this is still a total shamozle with QF? Cancelled some domestic reward flights. Points are back within a few days yet taxes still take 8+ weeks. I just called up about this as you get one email saying it's being processed. Why do they process points at a different point in time to cash? This is completely ridiculous. On the phone they tell you there is a backlog to process the refund. This makes no sense whatsoever. And they gave the gall to deny that it's simply a cash grab.

 

[Berlin]

How is it that this is still a total shamozle with QF?

Well- at least they DO refund the money, something that many other airlines (Air NZ, I am looking at you) outright refuse. So given we're still stuck in the middle of the pandemic, 8 weeks is better than never. While generally I agree- companies are always very quick to receive payment (instantly, usually, and then even whacking 'credit card processing fees' on top for the 'convenience' of paying instantly) but slow in ever funding anything.

 

[Daver6]

Well- at least they DO refund the money, something that many other airlines (Air NZ, I am looking at you) outright refuse. So given we're still stuck in the middle of the pandemic, 8 weeks is better than never. While generally I agree- companies are always very quick to receive payment (instantly, usually, and then even whacking 'credit card processing fees' on top for the 'convenience' of paying instantly) but slow in ever funding anything.

It's not like they're being generous by offering the refund. They're meeting their minimum legal obligation given they published this https://www.qantas.com/au/en/travel...irus/fly-flexible.html#classic-flight-rewards It's not like they're going above and beyond here.

I don't see or accept that "being stuck in the middle of a pandemic" is either a reason or excuse for such a delay in processing the refund. If the points can be done in a couple of days, so can the cash.

 

[kpc]

How is it that this is still a total shamozle with QF? Cancelled some domestic reward flights. Points are back within a few days yet taxes still take 8+ weeks. I just called up about this as you get one email saying it's being processed. Why do they process points at a different point in time to cash? This is completely ridiculous. On the phone they tell you there is a backlog to process the refund. This makes no sense whatsoever. And they gave the gall to deny that it's simply a cash grab.

I'm in the same boat for a cancelled Syd-Drw award flight. Points back within 24 hours but 4 weeks later no sign of $ ps cancelled a Kakadu /Arnhem Land tour with AAT Kings....told it will take 30-60 days for refund

 

[TomVexille]

6 weeks for my last QF refund. Meanwhile AA is 1 week

 

[Mr H]

They say 8 weeks because they mean 8 weeks. That's 2 months of interest they will retain and it is not accidental.

 

[oznflfan]

I cancelled ASP to CHC when Jacinda blocked borders a few weeks ago, still haven't got my 40,000 QFF points nor $365 in taxes back.

 

[hibbo]

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

How is it that this is still a total shamozle with QF? Cancelled some domestic reward flights. Points are back within a few days yet taxes still take 8+ weeks. I just called up about this as you get one email saying it's being processed. Why do they process points at a different point in time to cash? This is completely ridiculous. On the phone they tell you there is a backlog to process the refund. This makes no sense whatsoever. And they gave the gall to deny that it's simply a cash grab.

Qantas cancelled my wife and my RTW Business Class flights on 23/07/21.

Over 12 months ago !

They were booked using points and $3500 in taxes.

I have contacted them on several occasions and been told our refund of $3500 is being processed.

Twelve months later we are still waiting for our $3500.

At this minute I am waiting on the phone. Having done this many times, my patience is wearing thin.

 

[Pushka]

Qantas cancelled my wife and my RTW Business Class flights on 23/07/21.

Over 12 months ago !

They were booked using points and $3500 in taxes.

I have contacted them on several occasions and been told our refund of $3500 is being processed.

Twelve months later we are still waiting for our $3500.

At this minute I am waiting on the phone. Having done this many times, my patience is wearing thin.

If it's been that long then do a charge back on the credit card.

 

[RAM]

Qantas cancelled my wife and my RTW Business Class flights on 23/07/21.

Over 12 months ago !

They were booked using points and $3500 in taxes.

I have contacted them on several occasions and been told our refund of $3500 is being processed.

Twelve months later we are still waiting for our $3500.

At this minute I am waiting on the phone. Having done this many times, my patience is wearing thin.

Did you pay using a CC (hopefully) - if so do a chargeback.

If not, file a complaint with the ACCC. The money will be back within a couple of weeks.

Or go onto FB and post on the Q site. Publicity works wonders to grease the cogs.

BTW: I think you win the prize for longest wait!

If not, this chain will increase rapidly!

 

[hibbo]

Did you pay using a CC (hopefully) - if so do a chargeback.

If not, file a complaint with the ACCC. The money will be back within a couple of weeks.

Or go onto FB and post on the Q site. Publicity works wonders to grease the cogs.

BTW: I think you win the prize for longest wait!

If not, this chain will increase rapidly!

Thanks for all replies.

The $3500 was paid with credit card. However we ceased to have the card when the flights were cancelled. A stat dec was requested by Qantas and immediately furnished. I was informed the stat dec met requirements. That was back in late July 2020.

I have kept a record of all communications and those spoken to. On 7th Dec 20 and on Feb 25th 21 I was told the refund was being processed and would be in my account in 7 to 10 working days !

I have just got off the phone with a Dianne. I didn't ask, but my guess it was an Aussie call centre. She was most aplogetic and needed to go into the 'archives' to gather records. She nor her senior can understand what has happened.

For the 3rd time this has been escalated.

She has taken my no. and will get back to me.

I have no choice but to take her word, even though the word of Qantas has meant nothing on too many occasions. Despite this, it is still comforting to know it is Qantas I am dealing with !

Dinner is getting cold, I must go.

 

[Dr Ralph]

Qantas cancelled my wife and my RTW Business Class flights on 23/07/21.

Over 12 months ago !

They were booked using points and $3500 in taxes.

I have contacted them on several occasions and been told our refund of $3500 is being processed.

Twelve months later we are still waiting for our $3500.

At this minute I am waiting on the phone. Having done this many times, my patience is wearing thin.

Don't wait any longer go straight to the ACCC. I got the run around from Qantas for months. Wish I had gone to the ACCC sooner. Refund provided within a few weeks of involving the ACCC.

 

[PineappleSkip]

Yeah, 12 months is too long. I thought I was the record holder when I waited 9 months (I think it was). Like yours, a series of stuffups. Absurdities like these really need to be flagged with the ACCC, it’s not like it’s small beer.

cheers skip

 

[MARTINE]

Ha- must be the only thing making Virgin look good these days

I’ve actually had recent good experiences with VA refunding or changing flights. The website is also clear and intuitive as opposed to QF which is so poorly laid out and uses endless links that don’t always provide information they purport too (Maybe that’s intentional)!
Until recently when I had to (and had to cancel and all the grief that brought) I would never use QF as SQ is so superior in and actually delivers real customer service.

 

[MEL_Traveller]

The $3500 was paid with credit card. However we ceased to have the card when the flights were cancelled. A stat dec was requested by Qantas and immediately furnished. I was informed the stat dec met requirements. That was back in late July 2020.

It hasn't by any chance gone back onto the (now cancelled) credit card? Or being held by the bank of that credit card?