Qantas refusing to refund

[Diikon]

I booked flights with Qantas from Melb to Perth for a family funeral in December (I’m a Frequent Flyer). I had to change the time of the flight, and checked that, as a FF, if I cancelled within 24hours (as clearly stated on their website) that I would receive a full refund. The ‘customer service’ person assured me that was the case, and I cancelled and re-booked within an hour. After nearly three months, many HOURS spent on hold over 7 phone calls to their ‘service’ people in various call-centres, where I had to explain the situation over and over and over again, I’ve now received an email to inform me there will be no refund as it didn’t meet ‘fare regulations’. I have no recourse now other than the media or legal action as I refuse to make another phone call to them. So much for the integrity of our national airline. As a long term customer I’m appalled, and will be doing everything possible to NEVER fly with them again. Shameful. Anyone else with a similar experience, or suggestion of how to proceed?

 

[ChrisMars]

Sorry to read that, it sucks.

Some AFFer reported success in briging claims against Qantas. I haven't seen your situation in this forum, but you might get inspired by this report of succesfull VCAT claim here for example:

My Reward Booking has disappeared and I'm supposed to fly tomorrow morning

Hi all, I just want to provide a follow up on my ordeal. I filed a claim with VCAT and nominated Qantas as the respondent. My reasoning for taking Qantas to VCAT was they breached their obligations as a seller by failing to provide flight services which I've already paid. I lodged the claim...

www.australianfrequentflyer.com.au

But yea, if you cancel within 24h, you should get a refund under the "cancel for any reason" policy (check again all the section of the page to make sure you qualify: https://www.qantas.com/au/en/manage-booking/cancel-for-any-reason.html
And if an agent confirmed that to you (I imagine over the phone?) that should help too.

 

[oz_mark]

Sorry to read that, it sucks.

Some AFFer reported success in briging claims against Qantas. I haven't seen your situation in this forum, but you might get inspired by this report of succesfull VCAT claim here for example:

My Reward Booking has disappeared and I'm supposed to fly tomorrow morning

Hi all, I just want to provide a follow up on my ordeal. I filed a claim with VCAT and nominated Qantas as the respondent. My reasoning for taking Qantas to VCAT was they breached their obligations as a seller by failing to provide flight services which I've already paid. I lodged the claim...

www.australianfrequentflyer.com.au

But yea, if you cancel within 24h, you should get a refund under the "cancel for any reason" policy (check again all the section of the page to make sure you qualify: https://www.qantas.com/au/en/manage-booking/cancel-for-any-reason.html
And if an agent confirmed that to you (I imagine over the phone?) that should help too.

There is a caveat though, that the first flight needs to be more than 30 days away. WHich is unlikely if you are booking for a funeral.

We're not able to refund flight bookings under this policy:

• For travel departing outside of Australia.
• Outside the 24-hour cooling off period. The 24-hour cooling off period starts when you make your booking.
• Booked through a travel agent or other third-party provider.
• Where the ticket hasn't been issued. If you booked using BPay and transferred the funds within the 24-hour cooling off period but the transfer is processing, contact your local Qantas office for assistance.
• Made using a Flight Credit.
• Where your first flight is within 30 days of booking.

Having said that, If it was just a need to change a flight time, and it was before midnight on the day of making the booking, that should have been possible over the phone. https://www.qantas.com/au/en/manage-booking/same-day-no-mistake.html

 

[Pete98765432]

There is a caveat though, that the first flight needs to be more than 30 days away. WHich is unlikely if you are booking for a funeral.



Having said that, If it was just a need to change a flight time, and it was before midnight on the day of making the booking, that should have been possible over the phone. https://www.qantas.com/au/en/manage-booking/same-day-no-mistake.html

O/T: I hate the way companies say they are “not able” to do something. Of course they’re able, they just choose not to.

 

[Assassin]

For what it's worth, last week I booked then cancelled some FF award seats with the cancellation about 15 min before the 24 hours. The points were refunded immediately and the fees were refunded on the credit card a few days later.

It sounds like the OP might have been given the wrong advice on the phone, which is unfortunate but not really surprising given the poor quality of most of the call centre staff.

 

[Quickstatus]

I booked flights with Qantas

Are you able to post an anonymised screenshot of your initial booking and the flight you were changed to? And a timeline of what happened?

 

[encryptededdy]

Agree it sounds like a call center rep f-up (unsurprising these days). If you were on the phone anyway, they should've suggested you change it over the phone with them in order to exercise the "Same Day No Mistake" policy.

If I recall correctly though, the cancel screen online does say so if your cancellation will refund you if you're cancelling within 24 hours, although that may be a recent addition.