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

 

[Max Samuels]

Hmmm....I cancelled a reward flight this morning and no points have been returned. It’s usually very quick.

Me too

 

[Max Samuels]

SAme here - cancelled my wife's tickets to/from Tasmania in the beginning of April on Saturday. Taxes/charges not refunded yet ( 5 days) and deducted 6k points per sector. Trying to gt them back as Qantas undertook FULL refund of tickets - and reward flights cant be vouchered on the Qantas website. Any other ideas to get the points back?

So what I can tell you is this: up to yesterday, the "cancel" button was ghosted and you could only move to a different date (free of charge).

From this morning the cancel button works... I dont know about whether they are going to hit me with the made-up "fee" of 6000 points (fee for no service, literally)... but so far nothing has come back to my account.

 

[drivatruk]

So what I can tell you is this: up to yesterday, the "cancel" button was ghosted and you could only move to a different date (free of charge).

From this morning the cancel button works... I dont know about whether they are going to hit me with the made-up "fee" of 6000 points (fee for no service, literally)... but so far nothing has come back to my account.

The T&C this afternoon:
Cancellation Conditions

• The cancellation conditions of the original booking apply. Refer to the fare conditions for details.
• If there are two different fare types in the booking, the more restrictive fare conditions apply.
• If the original booking permits a refund, the value less all applicable fees, will be refunded to the original form of payment used.
• Cancellation of Classic Flight Reward Bookings will incur a fee of 6,000 points per passenger.
• Classic Flight Reward booking points, taxes, levies and surcharges will be refunded within 10 business days.
• Cancellation applies to all passengers in the booking.
• Cancellations made due to a Qantas disruption may entitle you to a refund of the unused portion of the fare and taxes.
• Cancelations for partially travelled itineraries will require a re-assessment of travelled flights to determine the applicable refund value.
• If a car is included in your booking, your car reservation will be cancelled. Car reservations can be made at qantas.com/cars.
• If Qantas Travel Insurance is included in your booking, your insurance policy won’t be automatically updated with your amended travel details. Update your insurance policy with your new travel details at qantas.com/insurance.

 

[SydneySwan]

The T&C this afternoon:
Cancellation Conditions

• The cancellation conditions of the original booking apply. Refer to the fare conditions for details.
• If there are two different fare types in the booking, the more restrictive fare conditions apply.
• If the original booking permits a refund, the value less all applicable fees, will be refunded to the original form of payment used.
• Cancellation of Classic Flight Reward Bookings will incur a fee of 6,000 points per passenger.
• Classic Flight Reward booking points, taxes, levies and surcharges will be refunded within 10 business days.
• Cancellation applies to all passengers in the booking.
• Cancellations made due to a Qantas disruption may entitle you to a refund of the unused portion of the fare and taxes.
• Cancelations for partially travelled itineraries will require a re-assessment of travelled flights to determine the applicable refund value.
• If a car is included in your booking, your car reservation will be cancelled. Car reservations can be made at qantas.com/cars.
• If Qantas Travel Insurance is included in your booking, your insurance policy won’t be automatically updated with your amended travel details. Update your insurance policy with your new travel details at qantas.com/insurance.

The bold bit is the standard wording - there have been no changes to that part.

 

[Jack_OC]

I cancelled a Classic Reward (yesterday) and got hit with the 6,000 point fee. I contacted QF and they told me it was just the system catching up and I will get the 6,000 points back. I'm P1, but there was no indication that this was any kind of special treatment.

EDIT: I have now got the 6,000 points back.

 

[Max Samuels]

I cancelled a Classic Reward (yesterday) and got hit with the 6,000 point fee. I contacted QF and they told me it was just the system catching up and I will get the 6,000 points back. I'm P1, but there was no indication that this was any kind of special treatment.

EDIT: I have now got the 6,000 points back.

And so you should have!!

 

[SydneySwan]

I cancelled a Classic Reward (yesterday) and got hit with the 6,000 point fee. I contacted QF and they told me it was just the system catching up and I will get the 6,000 points back. I'm P1, but there was no indication that this was any kind of special treatment.

EDIT: I have now got the 6,000 points back.

I have not got mine back. I suspect that this is not an automated process but you would expect that Qantas will put something in place in a few days to automatically reverse cancellation fees charged over the last few days. As a lowly silver I have zero hope of being able to get through to Qantas on the phone.

 

[drivatruk]

i will delay cancelling as its a requirement to tick a box for the above conditions to cancel.
See what transpires on here.

 

[Jack_OC]

As a lowly silver I have zero hope of being able to get through to Qantas on the phone.

Yeah I didn’t even try phoning them, I sent an email. My intention was mostly just to put this on the record for future reference. Surprised it got sorted so quickly.

 

[Monya Meow Meow]

Ok so my classic reward flight from MEL-TPE on 8th April has been cancelled by Qantas/CI and switched to BNE-TPE instead on the same date.
I assume since they cancelled this flight and changed it, I won't be charged the 6k cancellation points.

Not gonna be able to do this trip anymore so what is the best method to contact Qantas?
Lowly bronze here if that make a difference.

Thank you.

 

[Airbumps]

Still no points or cash refund after last weeks cancellation. Given QF call centers are currently under the pump I'm reluctant to call for the time being.

I cancelled three seperate PNRs on 10 Mar (all within 10 minutes of each other online). The first one was processed today (18 Mar) with points appearing back in my account this afternoon. I called to chase it up a few days ago and was told (after a four hour hold) expect up to 15 days to process.

 

[Monya Meow Meow]

Yeah I didn’t even try phoning them, I sent an email. My intention was mostly just to put this on the record for future reference. Surprised it got sorted so quickly.

Which email did you use if I may ask? Thanks

 

[MPP2768]

Anyone else cancelled their reward booking flights and not charged or received their 6000 cancellation point back as well

 

[Scr77]

Anyone else cancelled their reward booking flights and not charged or received their 6000 cancellation point back as well

Cancelled through Manage my Booking yesterday morning. Received the points refund in arvo and the 6,000pts was removed on a separate line item.

 

[craiglm]

Anyone else cancelled their reward booking flights and not charged or received their 6000 cancellation point back as well

Qantas told me anyone cancelling a reward up to the applicable dates, will have the 6000 points refunded. They said it was a manual process and expect to wait 1-2 weeks

 

[The man with no name]

I cancelled three seperate PNRs on 10 Mar (all within 10 minutes of each other online). The first one was processed today (18 Mar) with points appearing back in my account this afternoon. I called to chase it up a few days ago and was told (after a four hour hold) expect up to 15 days to process.

Just took a look at a calendar and I think March 10th was the day I cancelled too, but still no refund. It's around 350,000 points so I will follow it up but I just want to give them some breathing space considering what they are dealing with at the moment.

 

[Cat Lady]

Booked with classic rewards fare. Terms and conditions on original ticket say there is a $500 cancellation fee. very confused as no reference to a 6000 point cancellation fee. even though they say they will waive the 6000 points will we still be charged the $500 cancellation fee ?
i have no idea why they don’t have a system which lays out the final out of pockets before you hit the cancel button

 

[Scr77]

Booked with classic rewards fare. Terms and conditions on original ticket say there is a $500 cancellation fee. very confused as no reference to a 6000 point cancellation fee. even though they say they will waive the 6000 points will we still be charged the $500 cancellation fee ?
i have no idea why they don’t have a system which lays out the final out of pockets before you hit the cancel button

Are you sure you booked a classic reward? Sounds like you may have used points to pay for a commercial fare.

 

[laf2er]

Just went to cancel my Classic Reward and it looks like they have adjusted the wording

 

[SydneySwan]

View attachment 210085
Just went to cancel my Classic Reward and it looks like they have adjusted the wording

Yes they certainly have.