Oneworld Classic Flight Reward Discussion - The Definitive Thread

[squid01]

Unfortunately I'd suggest you will be left in the lurch here. Once a ticket is started, you don't get any points back. There is a directly related clause to this in the t&c's.

I would look hard into your travel insurance, hopefully there is an interrupted flight or country with closed borders somewhere in your itinerary that gives you a reason to come home and claim.

If you can, contact Qantas via phone. I have spoken to numerous operators this weekend and they have given the impression there is leniency in cancelling even if half way through the trip. Although most of them I question if they even know what a OWA is.

If your destination has a restriction then decent chance they may refund something to you. That’s the impression I got but they said they would take it on a case by case basis.

Average hold time for me this weekend has been 4.5 hours, I called at like 2am AEDT and it said wait was more like 1.5hours then. I would advise you to call them if you can, you never know what they say.

 

[exceladdict]

Was meant to be departing on this tomorrow but have had to cancel last night.
All the border restrictions, AA cancelling long haul routes (including Syd to Lax), Restaurant closures etc got to a point where we had to pull the pin.

Getting a full refund of points and taxes.

We have packed up our lives, quit our jobs and rented out our apartment for this trip. So it’s pretty shattering to have to cancel/postpone.

Sorry to hear it. A few dozen pages back, we also cancelled what i thought would be a milestone trip, though we didn't pack up our lives so to speak as you have. At least you're getting all points and taxes back and can hopefully try again in a possibly safer environment for travel.

 

[pottsy]

Was meant to be departing on this tomorrow but have had to cancel last night.
All the border restrictions, AA cancelling long haul routes (including Syd to Lax), Restaurant closures etc got to a point where we had to pull the pin.

Getting a full refund of points and taxes.

We have packed up our lives, quit our jobs and rented out our apartment for this trip. So it’s pretty shattering to have to cancel/postpone.

Is It because you hadn't started that u got the refund??

Post automatically merged: Mar 16, 2020

Unfortunately I'd suggest you will be left in the lurch here. Once a ticket is started, you don't get any points back. There is a directly related clause to this in the t&c's.

I would look hard into your travel insurance, hopefully there is an interrupted flight or country with closed borders somewhere in your itinerary that gives you a reason to come home and claim.

Thanks, for the reply. Bit hard to know what I get seeing as it is impossible to contact Qantas from overseas!

 

[RogueFlyer]

Unfortunately I'd suggest you will be left in the lurch here. Once a ticket is started, you don't get any points back. There is a directly related clause to this in the t&c's.

That is in the T&Cs, but Qantas are creating new rules re: cancellation of many tickets due to the unprecedent disruption that coronavirus is causing. Qantas could also create new rules re: cancelling OWA tickets where some segments have already been flown, and given the issues facing travellers with coronavirus, I think that would be fair and reasonable.

I'm in a similar boat to pottsy, as I'm part-way through a OWA. My next flights are in May, which is within the time frame Qantas has created for its special rules around cancelling. I won't be taking the flights, and I'd certainly appreciate Qantas cancelling my OWA and providing a partial refund of points and $.

I think a fair solution would be for Qantas to calculate the points and $ it would have cost me to book the flights I've already taken, and then refund me the balance. It wouldn't be ideal, because I wouldn't have used points on those legs outside of the OWA, but I think it would be reasonable.

I haven't attempted calling Qantas, given their advice to call later as they attempt to deal with urgent cases (flying within 72 hours), and my next flights aren't until May. Anyone in a similar situation had a chat with Qantas about their OWA that's already commenced?

 

[jeza]

That is in the T&Cs, but Qantas are creating new rules re: cancellation of many tickets due to the unprecedent disruption that coronavirus is causing. Qantas could also create new rules re: cancelling OWA tickets where some segments have already been flown, and given the issues facing travellers with coronavirus, I think that would be fair and reasonable.

I'm in a similar boat to pottsy, as I'm part-way through a OWA. My next flights are in May, which is within the time frame Qantas has created for its special rules around cancelling. I won't be taking the flights, and I'd certainly appreciate Qantas cancelling my OWA and providing a partial refund of points and $.

I think a fair solution would be for Qantas to calculate the points and $ it would have cost me to book the flights I've already taken, and then refund me the balance. It wouldn't be ideal, because I wouldn't have used points on those legs outside of the OWA, but I think it would be reasonable.

I haven't attempted calling Qantas, given their advice to call later as they attempt to deal with urgent cases (flying within 72 hours), and my next flights aren't until May. Anyone in a similar situation had a chat with Qantas about their OWA that's already commenced?

@RogueFlyer I'm in the same position, due to resume my OWA in May. I'm waiting a while before I consider ringing to see if anything develops, really don't feel like wasting a whole day sitting on the phone atm..

 

[pottsy]

Thanks, I was beginning to wonder if I was the only one currently on a OWA and in this predicament! My next flight is out of Rome last wk in April so I will post outcome 'if I can ever get in touch with Qantas'. Difficult for me as I am in England so ringing them impossible (had to escape from Jordan yesterday prior to airport closing for a mnth!). Obviously, if they would let me I'd like to canx OWA, get pro rata refund, points, taxes and pay for a flight back to Oz. I realise it is not usual practice in T&Cs but given that rules have changed for paid flights due to Corona I don't think it's asking too much for some consideration! When messaging on th app was working at least I had some means of contact, now even that has disappeared. Hope it shows up soon..even if it did take eons for answers! If you are able to contact Qantas 'please' post result b very grateful.

 

[jeza]

@pottsy Really feel for you. Having to deal with all this whilst on the move must be a giant PIA & incredibly stressful.

Just in case you don't have it below is a link to the international QF contact numbers page.

Contact us | Qantas AU

Find out how to contact us to change your booking, call your local Qantas Office, search our FAQs, provide feedback and more.

www.qantas.com

Good Luck!

 

[pottsy]

Aww, thankyou so much, that means a lot! YES you are right (so much for a 'holiday'). Also, as you know, even planning it (OWA) 'did my head in'. At least, I'm in England now.....am going for a pint, unless they have already shut the pubs!

 

[squid01]

Thanks, I was beginning to wonder if I was the only one currently on a OWA and in this predicament! My next flight is out of Rome last wk in April so I will post outcome 'if I can ever get in touch with Qantas'. Difficult for me as I am in England so ringing them impossible (had to escape from Jordan yesterday prior to airport closing for a mnth!). Obviously, if they would let me I'd like to canx OWA, get pro rata refund, points, taxes and pay for a flight back to Oz. I realise it is not usual practice in T&Cs but given that rules have changed for paid flights due to Corona I don't think it's asking too much for some consideration! When messaging on th app was working at least I had some means of contact, now even that has disappeared. Hope it shows up soon..even if it did take eons for answers! If you are able to contact Qantas 'please' post result b very grateful.

I would be getting on the phone to Qantas. May seem painful but just buy a bunch of Skype credit (cheap) and sit on hold for some hours. Call at like 2:30am AEST.

Given your next flight is from Italy I would say they will work out some pro rata refund on your unused flights. On my few phone calls over the weekend with them, each operator said that if we flew the first leg (to LAX) and then mexico (our next stop) closed the border then we could get a refund on the unused flight segments. However I didn’t have 100% confidence that those operators knew what an OWA was. But it makes sense, if you are unable to fly somewhere due to closed borders/restrictions then they have to re-route or refund you.

Either way they seemed quite reasonable due to the whole global situation so give them a shot. When I rang to actually cancel the operator was the one jamming the refund down my throat almost when she saw my flights (including one to Rome but in October).

Post automatically merged: Mar 17, 2020

Also, have Qantas set up a call centre in France now? Two of the three operators I got on the weekend were French.

 

[pottsy]

I would be getting on the phone to Qantas. May seem painful but just buy a bunch of Skype credit (cheap) and sit on hold for some hours. Call at like 2:30am AEST.

Given your next flight is from Italy I would say they will work out some pro rata refund on your unused flights. On my few phone calls over the weekend with them, each operator said that if we flew the first leg (to LAX) and then mexico (our next stop) closed the border then we could get a refund on the unused flight segments. However I didn’t have 100% confidence that those operators knew what an OWA was. But it makes sense, if you are unable to fly somewhere due to closed borders/restrictions then they have to re-route or refund you.

Either way they seemed quite reasonable due to the whole global situation so give them a shot. When I rang to actually cancel the operator was the one jamming the refund down my throat almost when she saw my flights (including one to Rome but in October).

Post automatically merged: Mar 17, 2020

Also, have Qantas set up a call centre in France now? Two of the three operators I got on the weekend were French.

Thanks so much for the info. Yes I will get some Skype credit and do as you suggest given your experience, appreciate you sharing. As you say, my concern (which shouldn't really happen) is that the person I get doesn't know what a OWA is!!

 

[jeza]

@pottsy all sorts of rumors floating around,, see below thread. May be worth a call to the Oz Embassy.

DFAT Warning [Do NOT Travel overseas]

Australians are being encouraged to fly home as soon as possible if overseas. Sounds like we may be about to close our borders. Word is circulating that by Sunday all flights will be blocked from entering Australia. Also the U.S. are about to put in measures to equal Europe & China...

www.australianfrequentflyer.com.au

 

[Ktan89]

I think you should speak to your travel insurance in regards to this. I doubt you will get far with Qantas. Plus if they split the OWA booking your taken flights could even the points or be greater than the OWA redemption.

 

[Kangol]

I'm in a similar situation - partway through a OWA. My TI document says they will pay for loss of unrecovered points, calculated using the retail fare.
I just looked and one of the legs is over $20k AUD.
For those of you reading, check your TI.
Even if it's a minimal pro rata loss, you may be better off if QF do not refund points.

 

[exceladdict]

I'm in a similar situation - partway through a OWA. My TI document says they will pay for loss of unrecovered points, calculated using the retail fare.
I just looked and one of the legs is over $20k AUD.
For those of you reading, check your TI.
Even if it's a minimal pro rata loss, you may be better off if QF do not refund points.

Screenshot flight costs now too; as days go on cancellations will surely rise and make fares hard to calculate

 

[Ktan89]

Thanks all. I changed my April flights to October for now because the QF chat Rep was adamant it was not possible to do "currency change"



added an extra $48SGD... same flights different dates.
Sorry haven't received the ticketed booking yet.

So i made another date change and they charged me another $45SGD (already on my credit card).
No 5000points change fee because the first booking had a mistake but I don't think the taxes would have increased again 3 days later would it?

 

[RogueFlyer]

FYI for those mid-way through an OWA, the Qantas website is now allowing me the option to utilise the
'cancel/voucher' option. There doesn't seem to be any option to elect a voucher - just cancel and refund.

Note that the cancellation page says the following:

'Cancelations for partially travelled itineraries will require a re-assessment of travelled flights to determine the applicable refund value.'

Further info as follows:

You are about to cancel the flights shown for all passengers

If the cancellation policy in the fare conditions that applied to your original booking allow for a refund, this will be refunded to your original form of payment, less applicable fees. For Classic Flight Reward bookings cancelled up until 31 March 2020, where your original travel date was prior to and including 31 May 2020, the usual cancellation fee of 6,000 points will be waived.
You can see more information in our fare conditions [ Fare types | Qantas AU ]

Alternatively, you can choose ‘Credit Voucher’ as your preferred option.

If you request a Credit Voucher up until 31 March 2020, and your original travel date was prior to and including 31 May 2020, we’ll credit the full value of any untravelled flights and waive any change fees on redemption. Choose ‘Back’ to change to Credit Voucher.

[...]

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. The 6,000 points fee will not be applied to Classic Flight Reward bookings cancelled up until 31 March 2020, and where your original travel date was prior to and including 31 May 2020
• 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.

 

[exceladdict]

I think the key sentence in the above is

• Cancelations for partially travelled itineraries will require a re-assessment of travelled flights to determine the applicable refund value.

 

[Hamole]

I'm stuck in Ecuador until at least the 5th of April, I have a few more flights from Colombia to the US, internally in the US and from LA back to Melbourne in my booking.

The site is now giving me the option to cancel for a $1700 refund. However I still eventually need a way home and the flights are business so worth significantly more than that retail.

I think I will keeping the booking open in the hope I'll be able to reschedule to get me home.

 

[Kangol]

I think the key sentence in the above is

• Cancelations for partially travelled itineraries will require a re-assessment of travelled flights to determine the applicable refund value.

If it's based on mileage and you've flown over 19k miles in your itinerary, then anything above that is a bonus. Sounds like it works both ways and you may not be able to get much.

 

[onetonnerodeo]

FYI for those mid-way through an OWA, the Qantas website is now allowing me the option to utilise the
'cancel/voucher' option. There doesn't seem to be any option to elect a voucher - just cancel and refund.

Note that the cancellation page says the following:

'Cancelations for partially travelled itineraries will require a re-assessment of travelled flights to determine the applicable refund value.'

Further info as follows:

You are about to cancel the flights shown for all passengers

If the cancellation policy in the fare conditions that applied to your original booking allow for a refund, this will be refunded to your original form of payment, less applicable fees. For Classic Flight Reward bookings cancelled up until 31 March 2020, where your original travel date was prior to and including 31 May 2020, the usual cancellation fee of 6,000 points will be waived.
You can see more information in our fare conditions [ Fare types | Qantas AU ]

Alternatively, you can choose ‘Credit Voucher’ as your preferred option.

If you request a Credit Voucher up until 31 March 2020, and your original travel date was prior to and including 31 May 2020, we’ll credit the full value of any untravelled flights and waive any change fees on redemption. Choose ‘Back’ to change to Credit Voucher.

[...]

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. The 6,000 points fee will not be applied to Classic Flight Reward bookings cancelled up until 31 March 2020, and where your original travel date was prior to and including 31 May 2020
• 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.

I am/was also part-way through a OWA ticket. On the website, with this cancellation option that has come up in recent days, if I click "continue" on the first page, what does it show on the second page? Is there a 'confirm' option on that second confirmation page, or even some sort of estimate refund value? I don't want to click 'continue' on the first page and then realise I can't go back. Could someone confirm?

I got 1 leg into the entire thing....with another 6 flights (excl. connections/transits) remaining...or alternatively, 7.8k miles out of about 34.8k miles