Hi, this is my first post on the forum and I hope someone can help/explain...
My son booked a multi-city flight last year for Jan 23 flights (Mel-ICN, SIN-MEL, $1400+) then he had to change it to simple MEL-ICN round trip. He first rang Qantas, but was advised it was cheaper to cancel the whole flight and rebook. So he did cancel the multi city booking and rebooked a round trip to Korea. Initial fare condition was Saver(Mel-ICN) and Sale(SIN-MEL).
A few days later, he received a refund about $190. He rang the customer service and was told that was tax/fee refund and fare refund would take 6-8 weeks. He told my son that the refund amount will be fare less cancellation fee. As one section of the flights was Sale fare, he expected it would be AUD400. That conversation occurred in end Nov 2022. Then we all forgot about this and a few weeks ago, I asked if he received any fare refund. He didn't. He started to follow up by ringing first, but he was told the rest of the fare was not refundable because most strict fare condition was non-refundable. Then he tried a Facebook message, he was told same thing again and the agent sent a link - fare condition regarding Aus domestic. As there is no direct flight from MEL to ICN, the flight schedule was MEL-SYD-ICN. However, MEL-SYD was a part of international flight, which was a Saver fare.
I suspect what Qantas is trying is taking out MEL-SYD as a separate discounted section and applying this non-refundable rule to all sections. However, this outbound booking(MEL-SYD-ICN) was under one Saver fare and according to Qantas webpage, he is entitled to a refund less cancellation fee.
Has anyone had a similar experience with Qantas? There CS is beyond shocking.
Thanks in advance.
My son booked a multi-city flight last year for Jan 23 flights (Mel-ICN, SIN-MEL, $1400+) then he had to change it to simple MEL-ICN round trip. He first rang Qantas, but was advised it was cheaper to cancel the whole flight and rebook. So he did cancel the multi city booking and rebooked a round trip to Korea. Initial fare condition was Saver(Mel-ICN) and Sale(SIN-MEL).
A few days later, he received a refund about $190. He rang the customer service and was told that was tax/fee refund and fare refund would take 6-8 weeks. He told my son that the refund amount will be fare less cancellation fee. As one section of the flights was Sale fare, he expected it would be AUD400. That conversation occurred in end Nov 2022. Then we all forgot about this and a few weeks ago, I asked if he received any fare refund. He didn't. He started to follow up by ringing first, but he was told the rest of the fare was not refundable because most strict fare condition was non-refundable. Then he tried a Facebook message, he was told same thing again and the agent sent a link - fare condition regarding Aus domestic. As there is no direct flight from MEL to ICN, the flight schedule was MEL-SYD-ICN. However, MEL-SYD was a part of international flight, which was a Saver fare.
I suspect what Qantas is trying is taking out MEL-SYD as a separate discounted section and applying this non-refundable rule to all sections. However, this outbound booking(MEL-SYD-ICN) was under one Saver fare and according to Qantas webpage, he is entitled to a refund less cancellation fee.
Has anyone had a similar experience with Qantas? There CS is beyond shocking.
Thanks in advance.
