Qantas Disclaimer for proving Covid19 is a valid reason to o refund

[William Kilner]

What is on my mind is Qantas and their disclaimer to dismiss any claims for a refund of suspension of travel under Covid 19 provisions ….. proving it impacted on travel between 31 January 2020 to the 30th of April 2020. The disclaimer is "For the purpose of this policy , travel restrictions do not include any government imposed self isolation requirements."
This is unbelievable …..so because NZ has shut their borders and if I fly there and have to stay in isolation for two weeks then this does not constitute a reason for not going. What they do not go on to say as in my case....my flight to NZ had been cancelled before24th of March when I was suppose to fly. Qantas is ignoring the fact I could not fly there as there was no flight, therefore breaking ACCC guidelines referred to in the Frequent Flyer Gazette today about fulfilling a contract. They are using this disclaimer to reject refunds to customers who have had their flights cancelled. No tourist is going to fly to a country so that they can go into isolation for two weeks so naturally flights will be cancelled.

 

[MEL_Traveller]

What is on my mind is Qantas and their disclaimer to dismiss any claims for a refund of suspension of travel under Covid 19 provisions ….. proving it impacted on travel between 31 January 2020 to the 30th of April 2020. The disclaimer is "For the purpose of this policy , travel restrictions do not include any government imposed self isolation requirements."
This is unbelievable …..so because NZ has shut their borders and if I fly there and have to stay in isolation for two weeks then this does not constitute a reason for not going. What they do not go on to say as in my case....my flight to NZ had been cancelled before24th of March when I was suppose to fly. Qantas is ignoring the fact I could not fly there as there was no flight, therefore breaking ACCC guidelines referred to in the Frequent Flyer Gazette today about fulfilling a contract. They are using this disclaimer to reject refunds to customers who have had their flights cancelled. No tourist is going to fly to a country so that they can go into isolation for two weeks so naturally flights will be cancelled.

If Qantas cancels a flight, and it doesn't matter why - government restriction, their own restriction, weather, anything - you are due a refund under their Conditions of Carriage, unless they can accommodate you on an acceptable alternative. Even if they cancel a flight because everyone canceled because of the isolation requirements, they still owe you a refund.

If however NZ requires you to self isolate on arrival, but Qantas is still flying, then you have made a voluntarily cancellation if you decide not to travel. This is where your travel insurance may come in to help you.

 

[William Kilner]

There were no Qantas flights to Christchurch on the 24th of March and I had not been contacted by Webjet about my cancellation on the 21st of March as their infrastructure was down off shore! So I have lodged complaint with Webjet and Qantas...but if they don't reply I will contact the Airline Customer Advocate and notify ACCC.

 

[DC3]

There were no Qantas flights to Christchurch on the 24th of March and I had not been contacted by Webjet about my cancellation on the 21st of March as their infrastructure was down ...

You issue (the refund) lies with your chosen T/A, and not the carrier, I would have thought. Had the booking been direct with QF, well could be a different story.

Also, depending on when you took out travel insurance, and what it covers, may possibly help.

Edited

 

[William Kilner]

Yes that is true but my agent, Webjet state it is Qantas policy and it’s disclaimer that covers Covid 19 that governs it’s response of denying me a refund. But if Qantas cannot provide the flight then ACC guidelines are not followed.

 

[MEL_Traveller]

Yes that is true but my agent, Webjet state it is Qantas policy and it’s disclaimer that covers Covid 19 that governs it’s response of denying me a refund. But if Qantas cannot provide the flight then ACC guidelines are not followed.

Qantas' policy is that which I outlined in my post. If QF cancels - full refund. If you cancel - voucher.

Webjet might have other conditions in place. Or just may not want to give you your money back. Just like Flight Centre that is charging when the airline cancels

 

[DC3]

... Webjet might have other conditions in place. Or just may not want to give you your money back. Just like Flight Centre that is charging when the airline cancels

Exactly. I believe that the OP needs to pursue the T/A for the refund.

 

[William Kilner]

I did not cancel...Webjet cancelled for me as I could not get on to their system and only found out about this on the 24 th of March when I was suppose to fly out.
No the process has been appalling. On the other hand Holland America who cancelled my cruise around Japan that was supposed to happen on the 28th of March have already refunded my $8400 without any problem even though they are under the pump financially. Here we have Qantas and Webjet playing funny buggers with what constitutes following a fair process. These corporations do not follow their own mantras relating to treatment of customers but expect a handout from taxpayers...it is disgusting and I will be contacting every politician I know to point out this culture that demonstrates everything wrong with our country....a lack of integrity!

 

[William Kilner]

Just looked at the Melbourne Airport site and when I was suppose to fly out of Melbourne on the 25th of March and on this site it stated that no Australian citizen was allowed to fly out of Australia from 12 pm on that day. Webjet and Qantas would have been aware of this before it was made public and this is why I could not find my Qantas 133 flight leaving Tullamarine on the 25 th of March at 7.20 am on the flight list.
It seems both companies are complicit and the breakdown in Webjets off shore communication process has created a no win situation for customers.

 

[MEL_Traveller]

Just looked at the Melbourne Airport site and when I was suppose to fly out of Melbourne on the 25th of March and on this site it stated that no Australian citizen was allowed to fly out of Australia from 12 pm on that day. Webjet and Qantas would have been aware of this before it was made public and this is why I could not find my Qantas 133 flight leaving Tullamarine on the 25 th of March at 7.20 am on the flight list.
It seems both companies are complicit and the breakdown in Webjets off shore communication process has created a no win situation for customers.

I'm not sure if the two of those are linked. Even though Aussies are not allowed to leave, airlines are still flying to repatriate large numbers of people back to their home countries - and bring aussies back. The 'do not leave' would not have led to an automatic cancellation of the flight.

 

[Daver6]

If Qantas cancels a flight, and it doesn't matter why - government restriction, their own restriction, weather, anything - you are due a refund under their Conditions of Carriage, unless they can accommodate you on an acceptable alternative. Even if they cancel a flight because everyone canceled because of the isolation requirements, they still owe you a refund.

Stupid question, but where does one find this in a documented form?

My situation is QF have canned my domestic flights booked via Amex Travel. Amex travel tell me QF are only offering vouchers therefore I have no option to a refund.

 

[MEL_Traveller]

Stupid question, but where does one find this in a documented form?

My situation is QF have canned my domestic flights booked via Amex Travel. Amex travel tell me QF are only offering vouchers therefore I have no option to a refund.

It’s in the qantas conditions of carriage.

Everyone who wants a cash refund is getting them, but you have to jump through a couple of hoops... including emails and other stuff saying you’ve been issued a voucher, or ‘last chance to get a voucher’.

So AMEX can certain,y get you you refund, just they may have to do a bit of work... which i suppose they might not want to do given the volume.