Qantas Revenue booking cancellations (under covid19)

[HappyFlyerFamily]

Qantas currently owe me two refunds, totalling 1068. Told yesty it would be 6 to 8 more weeks. Never was advised of any cancellations. Just went to check my flights and gone. Had to manually go into mmb for each, one I could manually refund with red button, other I had to call about. What an odd situation.

Just to ask data points: when we’re your flights? International or domestic?

 

[katiedris1]

FWIW my experience this morning:

Short version:

• Communication with Qantas on 25/3 with them agreeing to full refund.
• Received the "Your Refund Request – Action Required Email" April 9 (6 days ago).
• Rang this am: refund in progress, has gone through to payments, do not respond to email.

Conclusion: At least in my case this agreement (from 25/3) seems to be being honored. As others have said, the email is being sent indiscriminately to everyone with a cancelled booking.

Longer version

• Two bookings (one to Europe [May], other to NZ [April], paid by BPay/Poli. Qantas had effectively cancelled flights in March, though at 23/3 they still on system.
• For the Europe one, received one of those "Details of your booking have changed" type emails. The re-issued ticket (QF code share with Emirates) now drops me off in Dubai for 3 weeks (DBX-MAD cancelled), then flies me back from MAD. Then a message via the App on my phone (nowhere else) to contact Qantas by In-app txt message.
• After the usual - "how about a voucher" back and forth, and "no I can't ring you" Qantas agreed to full refund no fees for both Europe and NZ bookings. Last message on In-app txt says "10 Business days"(8/4).
• Your Refund Request – Action Required Email arrives 9 April
• Rang this am 0610. Cut off once then short wait (WP). Todd from New Zealand who was very good says "this is a generic email being sent to everyone" (of course neither of the possible choices from that email were what Qantas had agreed to, which is the issue)
• Todd confirmed refund with Qantas being processed - no cancellation fees. Will receive notification email when payments through

Hey just wondering, we have had the same thing happen but don't want to call qantas and wait on the line if possible. We have been promised a full refund (less a small service fee) and also received this message. After you spoke to Todd did you have to click anything in response to the email or are we supposed to just leave it and wait for the refund to come through? Do you think it is worth calling?

 

[A.RK]

Hey just wondering, we have had the same thing happen but don't want to call qantas and wait on the line if possible. We have been promised a full refund (less a small service fee) and also received this message. After you spoke to Todd did you have to click anything in response to the email or are we supposed to just leave it and wait for the refund to come through? Do you think it is worth calling?

In my case after I was told my refund was moving through the system (wish I remembered the exact words) I asked him/confirmed with him "so you are saying I should not do anything about these emails" - He said no do not respond the refunds are all underway and you will receive an email confirming that the refunds have been deposited in your account.

Assuming that what I have been told is the legit state of play and it actually comes to pass (and i'm thinking it probably will), what this means for others is not entirely clear.

Todd clearly stated that the email was sent indiscriminately to people, independent of any other discussions that have been had or arrangements that have been made.

Therefore receiving the email itself means nothing. The answer to the question of whether your booking refund has been/is being/is not being actioned is not advanced at all by this email.

So from that it could be that

• All is well and refunds are taking quite a long time (for me, no refund in my account yet after the agreement to refund on March 25)
• All is not well and what you have been told is not being actioned for you.

Furthermore, it could be that

• The approach that Qantas has taking with me (ie [after making it difficult to contact them] once you turn down our offer of a voucher we will refund you, it's all happening it just takes time) is replicated pretty much "across the board"
• The approach that Qantas is taking now is depending on the timing of the call, whether Qantas had actually cancelled the flight when the customer contacted them, or whether the customer requested the cancel (my phrasing in writing was "as Qantas has cancelled my flights...").

Suspect it may well be OK for you but this is just a guess based on the above events. You could ring if you have status or if you are happy to wait for a while. Ringing at 0600 AEST or shortly after means you are more likely to get someone from the NZ call centre, which can be a bonus when trying to sort things out.

 

[Andyzx]

Mrs Zx had a Business international flight Booked for the 30th April
approx 3-4 weeks ago it was cancelled by QF and the credit voucher issued. We had the option so receive a refund, which we did 3 weeks ago. We received and email acknowledging the refund request. Waiting the 21 days and no refund. Rang Tonight and we’re told there was no Refund request registered.
which was surprising as the credit voucher had also gone from her FF account.

what ever you have received from QF is not likely to be correct and you have contact them and confirm everything again.

timeframe for the refund 6+ weeks

 

[MEL_Traveller]

timeframe for the refund 6+ weeks

timeframe for Qantas to whinge about Virgin bailout 6 minutes

 

[willclan]

I really wonder what Qantas are doing, as I had excellent communication from Jetstar about a cancelled flight and hotel, and had full refunds within 10 days.

However Qantas communication next to nothing. Applied for refund on flights and have only got a screen print of the acknowledgement, no email from them or any indication that the refund is in the system. Why can Jetstar be more efficient than their parent company? Very disappointed that Qantas are saying 6-8 weeks for refunds when Jetstar can do much better.

 

[MEL_Traveller]

i suspect they don't want to do any better. Every day they have your money they are making interest out of it.

 

[Michelle888]

I'm still waiting for a refund since 13 Mar into my bank account. I'm also interested in knowing when other people start receiving theirs.

 

[Port Power]

I'm still waiting for a refund since 13 Mar into my bank account. I'm also interested in knowing when other people start receiving theirs.

I have just received points back from a classic reward cancellation notified weeks ago. The return of points is dated in my activity as April 6 though only received overnight. No sign of the fees and charges yet in my credit card. Time to get on the phone and chase up the hotel cancellations and refunds as well as check that first credit voucher.

 

[bPeteb]

Cancelled the points half of our booking to SA yesterday. It said 8 to 10 days for credit. It will take however long it takes. As I've previously mentioned for the paid half I'm going to take a punt and wait for QF to hopefully cancel.

 

[fifo]

Just to ask data points: when we’re your flights? International or domestic?

easter, mid june, domestic both

 

[TomJones]

I have a question re: flight credits. Apoligies if it's already been answered- it's easy to miss things in the 34 pages!

I canceled a return SYD-LHR booking, Premium Economy going up, Economy on the way back. This was for just myself as my partner couldn't make this trip. The credit can only be used towards a fare of equal or higher value to this.

When it comes time to use the credit, can I use it to book for the 2 of us return in economy as long as total ticket price is greater than my original booking? Or is this condition saying I can't rebook into a cheaper fare bucket?

 

[pottsy]

I have a question re: flight credits. Apoligies if it's already been answered- it's easy to miss things in the 34 pages!

I canceled a return SYD-LHR booking, Premium Economy going up, Economy on the way back. This was for just myself as my partner couldn't make this trip. The credit can only be used towards a fare of equal or higher value to this.

When it comes time to use the credit, can I use it to book for the 2 of us return in economy as long as total ticket price is greater than my original booking? Or is this condition saying I can't rebook into a cheaper fare bucket?

From what I can tell with my 'voucher' it can only be used for exactly the same route also?

 

[MEL_Traveller]

I have a question re: flight credits. Apoligies if it's already been answered- it's easy to miss things in the 34 pages!

I canceled a return SYD-LHR booking, Premium Economy going up, Economy on the way back. This was for just myself as my partner couldn't make this trip. The credit can only be used towards a fare of equal or higher value to this.

When it comes time to use the credit, can I use it to book for the 2 of us return in economy as long as total ticket price is greater than my original booking? Or is this condition saying I can't rebook into a cheaper fare bucket?

You'll have to check the terms and conditions of the voucher - at least one page on the QF site says vouchers are not transferable - they must only be used for passengers on the original booking. Note also you may be required to purchase a fare equal or higher than the fare you originally paid. So if you snagged a $3499 return to London in premium economy, but those fares are now $5999, you'd either have to fly a very expensive economy fare, or pay the fare difference to the new level.

Check the terms of the voucher as some of them seem to vary slightly. The main flight credit terms and conditions are here: Qantas Flight Credits | Qantas, the only difference with CV-19 is that the change fee will be waived (but not the fare difference).

 

[opusman]

Seems like the "Refund" button does nothing; if you've clicked that thinking it means you'll get a refund you're in for disappointment.

 

[pottsy]

You'll have to check the terms and conditions of the voucher - at least one page on the QF site says vouchers are not transferable - they must only be used for passengers on the original booking. Note also you may be required to purchase a fare equal or higher than the fare you originally paid. So if you snagged a $3499 return to London in premium economy, but those fares are now $5999, you'd either have to fly a very expensive economy fare, or pay the fare difference to the new level.

Check the terms of the voucher as some of them seem to vary slightly. The main flight credit terms and conditions are here: Qantas Flight Credits | Qantas, the only difference with CV-19 is that the change fee will be waived (but not the fare difference).

Thanks, for confirming. If I can ever get through to 'customer service', I might try to alter voucher to a refund?? ( Any thoughts please?)

Post automatically merged: Apr 22, 2020

Seems like the "Refund" button does nothing; if you've clicked that thinking it means you'll get a refund you're in for disappointment.

Unbelievable....Thanks Qantas (for nothing)!

 

[craven morehead]

I'm running a spreadsheet to try and keep track of the cancellations! Got mostly vouchers due & have requested refunds where available without being punished. It's a pathetically slow and painful process. 16 flights so far and soon to be 22 if September falls over

 

[pottsy]

I'm running a spreadsheet to try and keep track of the cancellations! Got mostly vouchers due & have requested refunds where available without being punished. It's a pathetically slow and painful process. 16 flights so far and soon to be 22 if September falls over

Sorry, what so you mean, where available?

 

[HappyFlyerFamily]

Seems like the "Refund" button does nothing; if you've clicked that thinking it means you'll get a refund you're in for disappointment.

What happened exactly?

 

[pottsy]

Sorry, what so you mean, where available?

I haven't received an email with option to choose refund or voucher. Do you mean by, where available, flights where you have been offered refund option already or flights where you are not penalised to much (e.g. sale fare)? Sorry!