Qantas Refund Advice

[watermelonbrain]

Hi fellow travelling brains trust.

I have a problem which I'm seeking some advice on.

I booked two reward flights (SYD-HND Return), both of which has been cancelled/amended by the carrier in some way due to the border situation in Japan and thus I elected to cancel. Both flights were under the Qantas fly flexible conditions - therefore entitled to full refund of points and taxes/surcharges.

Detail

Flight 1:

Booked 22 Sep 21
Cancelled 15 Feb 22

QFF points refunded, taxes of $357.88 not received. Received email on 10 Mar 22 claiming the refund has been processed, however the refund was never received. Original payment method = PayPal, no record of refund against the transaction in PayPal

Flight 2

Booked 2 Oct 21
Cancelled 10 May 22

QFF points refunded, taxes of $356.68 not received. No email confirming anything after the original cancellation email advising up to 8 weeks.
Original payment method = PayPal, no record of refund against the transaction in PayPal

Called QANTAS on numerous occasion, claimed the first refund is already processed to original payment method (PayPal), me not receiving was my problem to sort out apparently, despite PayPal having no record of the refund. Told me to lodge a complaint if I want to take it further.

Second flight was supposedly "being refunded" within 14 days according to the rep on the phone - nothing received, this was 2 months ago.

Lodged a complaint for both flight on the customer care website 5 weeks ago, received no response. Replied to each complaint reference email requesting a response last week, still nil response.

At a loss to what else I can do at this point. Clearly they are just dragging the chain and sitting on the cash.

 

[Steady]

Make 2 claims with Paypal - they have been good to deal with in my experience

 

[watermelonbrain]

Make 2 claims with Paypal - they have been good to deal with in my experience

Problem is its been over 180 days - which is the limit for PayPal claims as far as I'm aware.

The payment was PayPal then funded through a bank account rather than a credit card.

 

[Steady]

Problem is its been over 180 days - which is the limit for PayPal claims as far as I'm aware.

The payment was PayPal then funded through a bank account rather than a credit card.

Worth trying, it’s a simple process so you won’t loose much time

next maybe try social media

 

[cjackson]

I'm struggling with a similar issue: In a period where flight changes were free of change, I made a flight change to a cheaper flight. I paid for my flights by Visa. The eticket shows the refund amount due to me ($1500). I took the flights in October 2022. I have called Qantas several times and been told more than once that 'the refund is being processed', but not received any payment back to my credit on my credit card. I have no responses from Qantas' online complaint form. Does anyone have any suggestions where to go next? thank you

 

[jpp42]

I'm struggling with a similar issue: In a period where flight changes were free of change, I made a flight change to a cheaper flight. I paid for my flights by Visa. The eticket shows the refund amount due to me ($1500). I took the flights in October 2022. I have called Qantas several times and been told more than once that 'the refund is being processed', but not received any payment back to my credit on my credit card. I have no responses from Qantas' online complaint form. Does anyone have any suggestions where to go next? thank you

Here are some other threads about refund delays that you might read through for ideas:

Australian Frequent Flyer

Tips, Tricks & Chat for the Australian Frequent Flyer

www.australianfrequentflyer.com.au

Long wait for refund for cancelled reward flights Qantas - a common experience?

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-...

www.australianfrequentflyer.com.au

In summary, it's not uncommon to wait many months for refunds, which apparently is a tactic Qantas uses to improve their cash flow - and the ACCC has not penalised them for.