Qantas Revenue booking cancellations (under covid19)

[bcworld]

Qantas has just announced that all international flights are now grounded until end of July.

They've been very definitive using the word 'all'. However, ever since this announcement was made and still this morning I see daily (from June 1) QF9 (MEL-PER-LHR) available to book...seemingly only in economy and PE for the first couple of weeks.

 

[Peter D]

I have a business class sale fare for Japan at the end of June. With the announcement yesterday from Qantas that international flight cancellations will be extended until July, should I now be able to ask for a full refund or do I have to wait until I get notification on my specific flights?
If so, is it best to call the Premium number (only took me 5mins to get through last week) or use the “magic” forum email address?

Subject to checking the particular conditions of your ticket.

It would be best to wait as long as you can.

If you cancel it will be a voucher.

Let QANTAS cancel and you can get a refund.

I found the email address useful to push them into expediting the actual refund payment after allowing them a few weeks.

 

[Curlycoat2]

Subject to checking the particular conditions of your ticket.

It would be best to wait as long as you can.

If you cancel it will be a voucher.

Let QANTAS cancel and you can get a refund.

I found the email address useful to push them into expediting the actual refund payment after allowing them a few weeks.

Thanks for this I wasn't sure if I should do anything yet (Flight 8 June to LAX). I don't want to do the wrong thing and end up with a voucher if I can get a refund.

 

[Walloper]

Well holding my nerve and waiting for Qanta$ to cancel my LAS trip was worth it ... received this notification this afternoon (their bolding) ...

​ Your booking has been created into a flight credit. Please find the flight credit details:
​ Flight Credit Value AUD $ ​ Flight Credit Valid Until 07 December 2020 ​
​ Important information If Qantas has cancelled your flight, for other options contact us. Conditions applicable to all Flight Credits ....

Absolutely no mention of the availability of a refund. The email invites me to contact Qanta$ for "other options" without detailing or even noting what that might be.

I went to MMB and sure enough the flight credit is there. No big red button.

This is the last two lines of the flight voucher at MMB (web voucher equivalent to two A4 pages) ...

Refund My Booking
If you would prefer to cancel this booking and receive a refund, contact us to discuss this option

Needless to say, I am contacting Qanta$ to "discuss this option" - current wait time according to them is "one hour".

By the by, my flight voucher from Qanta$ does NOT include the CC fee charged and paid.

I hate to imagine the number of Qanta$ customers (not AFFers of course) out there now needlessly sitting on flight vouchers because they didn't "contact us" (for a non-specific and unannounced reason).




ps - been on hold coming up to the hour - and to think I used to like hearing those kids sing!!

 

[Pete98765432]

Absolutely no mention of the availability of a refund. The email invites me a contact Qanta$ for "other options" without detailing or even noting what that might be.

I went to MMB and sure enough the flight credit is there. No big red button.

This is the last two lines of the flight voucher at MMB (web voucher equivalent to two A4 pages) ...

Refund My Booking
If you would prefer to cancel this booking and receive a refund, contact us to discuss this option

Needless to say, I am contacting Qanta$ to "discuss this option" - current wait time according to them is "one hour".

By the by, my flight voucher from Qanta$ does NOT include the CC fee charged and paid.

I hate to imagine the number of Qanta$ customers (not AFFers of course) out there now needlessly sitting on flight vouchers because they didn't "contact us".




ps - been on hold coming up to the hour - and to think I used to like hearing those kids sing!!

I received a similar voucher this morning. Called them and had no problem getting a refund.

While I agree that Qantas could make the refund option more prominent, surely people have to take some responsibility to actually read what's sent to them.

 

[Walloper]

While I agree that Qantas could make the refund option more prominent, surely people have to take some responsibility to actually read what's sent to them.

I don't disagree - but - how do they know to call for a refund when it is not even mentioned in the email. We are perhaps a little more savvy travellers than most. Many, many travellers rely on what they read in the mainstream "media" and that, as we've all read here, is voucher, voucher, voucher.

So, my view remains, Qanta$ could detail the refund option in their email and then replace the "big red button" on the MMB page.

 

[Peter D]

Thanks for this I wasn't sure if I should do anything yet (Flight 8 June to LAX). I don't want to do the wrong thing and end up with a voucher if I can get a refund.

For the 8th June I think you should get cancelation notice fairly soon.

Other posts this afternoon say QANTAS are getting more difficult (if that’s possible) in not explaining how to get a refund.

Like me, you may be offered a voucher with no mention of a refund.

In my case I went to manage my bookings and opened the voucher. I had to scroll all the way down to find the red refund button. Then I got an onscreen acknowledgement but there was no other confirmation. Foolishly I didn’t take a screen shot which caused a bit of stress.

Now it is reported that there is no red button and one has to ring. (see other posts above).

 

[Walloper]

For the 8th June I think you should get cancelation notice fairly soon.
....
one has to ring. (see other posts above).

My reservation was for 25 June - so I concur, it shouldn't be long until you hear now.

I have now been refunded - 2:38 wait time (given that my call was in the middle of the day and the fact that the "system" didn't hang-up on me I'm OK with that!) followed by a 52 second call and all fixed.

Excellent agent on the line. She was someone that Qanta$ can be proud of.

Apparently the scripted response regarding the big red button's demise from Qanta$ is that some on-line applications for refunds were the subject of IT glitches!

That of course does not explain the fact that the word "refund" does not appear in the Qanta$ cancellation email and that the word only appears in the last two lines of the MMB two page flight voucher.

All over Red Rover for me - well, so long as the money actually arrives in "six to eight" weeks!

And finally, according to my excellent agent, there will not be a confirmation email regarding the refund until it is actually processed just before payment - so I should feel free to chase it up in six or so weeks.

 

[Curlycoat2]

For the 8th June I think you should get cancelation notice fairly soon.

Other posts this afternoon say QANTAS are getting more difficult (if that’s possible) in not explaining how to get a refund.

Like me, you may be offered a voucher with no mention of a refund.

In my case I went to manage my bookings and opened the voucher. I had to scroll all the way down to find the red refund button. Then I got an onscreen acknowledgement but there was no other confirmation. Foolishly I didn’t take a screen shot which caused a bit of stress.

Now it is reported that there is no red button and one has to ring. (see other posts above).

Thank you so much for holding my hand re how to do the refund. I haven't travelled for 30 years and this was for a conference that has been cancelled so everything is completely different now - paper tickets were the norm then! I appreciate all your help thank you

 

[Dambo]

My booking was to Japan on 26 June (4 x return business sale tickets).
Received an email from Qantas today that my flight had “changed” and then another email saying that I would automatically get a credit.
I contacted the Premium line straight away (took about 10 mins) and requested a refund.
The lady was very nice and helpful and agreed to a full refund without hesitation.
I provided my bank details and was told it would be deposited within 4 weeks.
No complaints here - very positive experience...

 

[CaptJCool]

My reservation was for 25 June - so I concur, it shouldn't be long until you hear now.

And finally, according to my excellent agent, there will not be a confirmation email regarding the refund until it is actually processed just before payment - so I should feel free to chase it up in six or so weeks.

Hence why this looks feasible for this


It seems like from this thread, there’s variable actions taken by agents..

 

[fifo]

So I got one of those funny emails
"We've had to make some changes to your flight "
and my flight is in some weird half cancelled situation, so i called the premium hotline, got through to wendy in a few minutes. she put it through for full refund. due in 45 days!

I also checked on my other x2 refund requests, one of which is 7 days overdue, so she called it through. She told me anything 45 days and more from the original date of refund request can be called through and actioned immediately. Hopefully my first of 3 refunds will come through in the next few days.

Wendy also said all refunds are being processed in date order of when they were first requested.

 

[Danger]

An award reservation I made last week and cancelled the same day had the points and cash returned the same day. An award reservation I cancelled on 19March and which I have now followed up two additional times has had neither the points nor cash returned.

 

[bPeteb]

Email received this morning advising that refund had been processed for the first booking I called about, after QF cancelled the original flight and moved it (a much later flight and didn't eventually fly).

 

[willclan]

I really wish the ACCC would get some teeth take Qantas to task over refunds. My issue is as follows:

Two Domestic flights cancelled by Qantas, flights 15th April and 10th June.
Both times I had access to a REFUND button on the Manage My Booking page.
I requested a refund on both flights, first on 7th April and second on 27th April.

I received acknowledgment on both refunds which read:
"Confirmation of refund request.
Your refund request is currently being processed for $xx_
Due to a high volume of refunds, were currently experiencing longer processing times."

I took a screen shot of both answers for my records. Have received nothing further from Qantas.

Last night I rang Qantas, finally got through, and was told BOTH refunds were in the system as Credit Vouchers, which I did not want. They were NOT shown as REFUNDS! The girl converted them to REFUNDS, and said it could still take 8-10 weeks to process.

Their behaviour has been extremely poor, and they are fast losing any good will from me.

 

[CaptJCool]

An award reservation I made last week and cancelled the same day had the points and cash returned the same day. An award reservation I cancelled on 19March and which I have now followed up two additional times has had neither the points nor cash returned.

Consistently inconsistent

And

 

[danere]

Data point for refund that took 26 days: received cancellation email on 9th April for domestic flights (booked through qantas.com) at Easter. MMB only showed the red voucher button. Called the contact centre and without prompting they put in a refund request and told me it would take about 6 weeks. Email confirmation of refund 3rd May indicating 10 business days until it appears on the card, but it only took another 2 days for the full refund including CC fees to appear on my Qantas Premier MC.

 

[fifo]

I forgot to say that yes, they stopped 2 of my refunds as well, but i knew the dates i requested and insisted on them sticking to those request dates.

 

[willclan]

After my rant above, I sent yet another email to the address previously supplied on Page 35, as I had not had a response to the previous email a week ago. THANKS again to the person who supplied it, cannot thank you enough.
Just had a personal reply from one of the Refund team stating that the funds will be reimbursed in the next 5 days, including credit card fees and seat selection fees, so now a very happy camper. Thanks again to everyone on this Forum for their most helpful suggestions.

 

[CMA222]

Am I missing something.
Some people are apparently being reimbursed credit card fees and others are not. Is QF profiteering with some and not others or does it depend on the issuer of the card e.g. Qantas Premier MC ? Does the credit card fee charged by the provider bank get reimbursed if the exact transaction is reversed as a refund ? Just wondering as so many are mentioning the fees and the handling seems typically inconsistent.