Qantas Revenue booking cancellations (under covid19)

[kpro]

I have a flight in May - QF hasn't cancelled it as such. It still shows in EF with all inventory zeroed. So not bookable, but not cancelled. Sneaky.

 

[Peter78]

Our experience for Jetstar - I am aware this is the Qantas forum but some might find this helpful.

We booked flights to Hawaii leaving Saturday, March 28 and returning Apr 11, both flights have been cancelled and JQ sent an email confirming this about two hours ago. The email mentioned the flight credit again though also suggested to "Ask Jess", typing in "Network Adjustments". Doing this resulted in the option for the voucher again, but also this:

You may also be eligible for a cash refund of your booking. Please note, cash refunds are only available where your flight has been cancelled and you have not been provided an alternative flight OR if you have been provided an alternative flight departing more than 3 hours after your originally scheduled departure time.

If you’d like to cancel your booking and obtain a refund you can request it via our Refund Request Form. Ensure ‘Coronavirus Travel Restrictions’ is selected as the reason for ‘Why are you requesting a refund’. You’ll need your booking details handy including the email address listed on your booking.

The form basically only asked for name, email address, phone number and booking reference and allows a full refund. To be honest, it feels a bit 'too good to be true' but hey, I'd rather have my money back than a Jetstar voucher with (date) restrictions. I hope this helps others in a similar situation, and I will get back to the forum immediately when the funds hit my credit card!

 

[Pushka]

I have a flight in May - QF hasn't cancelled it as such. It still shows in EF with all inventory zeroed. So not bookable, but not cancelled. Sneaky.

Cruiselines are doing the same. Even worse. They are advertising cruises that aren't even going.

 

[Pete98765432]

I have a flight in May - QF hasn't cancelled it as such. It still shows in EF with all inventory zeroed. So not bookable, but not cancelled. Sneaky.

It could just be a way of prioritising cancellations. This way they’re not selling tickets on a flight that will most likely be cancelled and can deal with customers on earlier flights.

 

[tizey]

Interesting my dad's QF10 for the end of March has been cancelled. Very glad I spur of the moment paid a EK one way to get him home on Wednesday.

Going to try and call Qantas tomorrow and resolve. Don't want them thinking he needs a way home when limited options exist.

 

[HappyFlyerFamily]

Our experience for Jetstar - I am aware this is the Qantas forum but some might find this helpful.

We booked flights to Hawaii leaving Saturday, March 28 and returning Apr 11, both flights have been cancelled and JQ sent an email confirming this about two hours ago. The email mentioned the flight credit again though also suggested to "Ask Jess", typing in "Network Adjustments". Doing this resulted in the option for the voucher again, but also this:

You may also be eligible for a cash refund of your booking. Please note, cash refunds are only available where your flight has been cancelled and you have not been provided an alternative flight OR if you have been provided an alternative flight departing more than 3 hours after your originally scheduled departure time.

If you’d like to cancel your booking and obtain a refund you can request it via our Refund Request Form. Ensure ‘Coronavirus Travel Restrictions’ is selected as the reason for ‘Why are you requesting a refund’. You’ll need your booking details handy including the email address listed on your booking.

The form basically only asked for name, email address, phone number and booking reference and allows a full refund. To be honest, it feels a bit 'too good to be true' but hey, I'd rather have my money back than a Jetstar voucher with (date) restrictions. I hope this helps others in a similar situation, and I will get back to the forum immediately when the funds hit my credit card!

If you don’t mind, please let us know when the full refund lands in your account.

If the 3 hour rule is a rule of thumb for Qantas flights to get full refunds, I’m sure it would be a helpful starting point.

 

[MarcB]

A revised waiver policy has been issued this evening. It applies only to international flights, but clarifies that a refund is available in certain circumstances in accordance with the Qantas Schedule Change Policy.

Commercial Policy for Qantas Customers Impacted by Qantas International Flight Cancellations Due to Demand Impact of Coronavirus

Commercial Policy for Qantas Customers Impacted by Qantas International Flight Cancellations Due to Demand Impact of Coronavirus

www.qantas.com

 

[MEL_Traveller]

From reading QF's facebook visitor posts it looks like lots of folk think their credit voucher is going to be able to be swapped like-for-like when it comes to rebooking down the track.

 

[Deleted member 78125]

I'm just wondering if I will be able to change my flights date. I bought Golden tickets during the Centenary Sale for a very good price. In that case credit voucher and refund is not the best solution for me. Anyone have a similar situation? I tries to contact them, but it seems that it is currently impossible.

 

[opusman]

From reading QF's facebook visitor posts it looks like lots of folk think their credit voucher is going to be able to be swapped like-for-like when it comes to rebooking down the track.

I think it's unbelievably stupid that QF aren't making this offer. I have about $6K in fares which I'll be wanting a refund on. If they offered me a voucher redeemable for the same route and class, with say a three year expiry on it, I might decide to let them keep the money now to support them. But no, they have to nickel-and-dime people on the expiry date, and say that you'll have to pay the fare difference, etc, etc.

 

[tizey]

Very pleased with result this morning. Partially travelled classic reward ticket, 30 March flight was cancelled. Paid for a commercial fare to get dad back Wednesday just gone, and QF waived all fees, refunded unused taxes and all change fees to date, including the unused portion of points, even though ticket was partially travelled on.

Well done Qantas.

 

[MEL_Traveller]

Very pleased with result this morning. Partially travelled classic reward ticket, 30 March flight was cancelled. Paid for a commercial fare to get dad back Wednesday just gone, and QF waived all fees, refunded unused taxes and all change fees to date, including the unused portion of points, even though ticket was partially travelled on.

Well done Qantas.

It is stated in the QFFF terms and conditions - Frequent Flyer Terms and Conditions | Qantas

14.9.4 If a Classic Flight Reward is cancelled by the airline and reasonable alternative travel cannot be arranged, Qantas Loyalty will waive the Cancellation Refund Fee on any Classic Flight Reward submitted for refund and will re-credit the applicable number of Qantas Points.​

 

[Annabelle]

I’m also holding off for a few more days before pulling the pin.

I got sent an email from Qantas a few days ago about getting a voucher, am holding off because I can't get an answer to a question I have. Can anyone tell me how to ask a new question? I'm new to this and can't find how to do it.

 

[serfty]

I got sent an email from Qantas a few days ago about getting a voucher, am holding off because I can't get an answer to a question I have. Can anyone tell me how to ask a new question? I'm new to this and can't find how to do it.

Welcome to AFF @Annabelle

If you just ask the question here you will likely get an accurate answer.

Did the email you mention provide you with any options?

 

[HappyFlyerFamily]

I think it's unbelievably stupid that QF aren't making this offer. I have about $6K in fares which I'll be wanting a refund on. If they offered me a voucher redeemable for the same route and class, with say a three year expiry on it, I might decide to let them keep the money now to support them. But no, they have to nickel-and-dime people on the expiry date, and say that you'll have to pay the fare difference, etc, etc.

Still haven’t heard an answer to my question: does the voucher restrict you to same class/route/people or can you buy anything else?

For example, 1 business flight to London is turned into a voucher and then redeemed into 3 economy flights to New Zealand.

Also an ancillary question what if you don’t use all the credits when redeeming can you keep the credit for another booking?

 

[MEL_Traveller]

Still haven’t heard an answer to my question: does the voucher restrict you to same class/route/people or can you buy anything else?

For example, 1 business flight to London is turned into a voucher and then redeemed into 3 economy flights to New Zealand.

Also an ancillary question what if you don’t use all the credits when redeeming can you keep the credit for another booking?

I believe the main restriction is that the voucher has to be used for a fare that is the same or higher than the voucher. So you can't split a $2000 economy fare to London into three trips to NZ.

 

[Annabelle]

Welcome to AFF @Annabelle

If you just ask the question here you will likely get an accurate answer.

Did the email you mention provide you with any options?

Cancel or receive a voucher, cancelling would have fees depending on the ticket purchased. A voucher would have the fee waived when you went to rebook, a email would be sent confirming your voucher, but this may take up to 48hours.

 

[HappyFlyerFamily]

I believe the main restriction is that the voucher has to be used for a fare that is the same or higher than the voucher. So you can't split a $2000 economy fare to London into three trips to NZ.

Thanks for your reply.

I know Qantas use magic words sometimes but from their website it states:

• The flight credit must be redeemed by 30 September 2020 or within 12 months of the date that the original ticket was issued, whichever date is later. The change fee will be waived.
• Flight credits can be used for travel on any domestic or international flights, for any travel dates available at the time of redemption.

 

[MEL_Traveller]

Cancel or receive a voucher, cancelling would have fees depending on the ticket purchased. A voucher would have the fee waived when you went to rebook, a email would be sent confirming your voucher, but this may take up to 48hours.

Two things here - if your flight is still operating but you wish to cancel, there is the option for a voucher. This comes with onerous terms and conditions, and could end up costing you a lot of money in the long run when you want to use the voucher.

If the airline cancels your flight, you will have the option of a full cash refund. This allows you complete flexibility to fly any airline, to sny destination, at any time you want in the future.

if you have the option, take the cash refund.

if your flight is still not officially cancelled, just wait a day or two until it is. Then take the full cash refund.

Post automatically merged: Mar 21, 2020

Thanks for your reply.

I know Qantas use magic words sometimes but from their website it states:

• The flight credit must be redeemed by 30 September 2020 or within 12 months of the date that the original ticket was issued, whichever date is later. The change fee will be waived.
• Flight credits can be used for travel on any domestic or international flights, for any travel dates available at the time of redemption.

Maybe there are different terms and conditions on different vouchers? Someone posted conditions attached to their voucher that stated equal or higher fare.

 

[FrustratedQP]

Never used vouchers before.
1. Can you use two vouchers for a flight that costs twice as much as the original one?
2. can I use my voucher to buy a ticket for my wife?