Qantas Revenue booking cancellations (under covid19)

[Ade]

If you've booked the flight after the COVID restrictions became a known event, you may not be covered.

I booked my tickets during the QF DSC in Feb 2020, which I think is before the CoVID-19 travel restrictions were a known event.

Credit card travel insurance are usually not as comprehensive as Seperate travel insurance,

Agree on this. I know someone who had a rather unpleasant experience with travel insurance issued by the CC company for booking return tickets using the CC. So I can ONLY hope something marginally good might happen to me with this booking

its worth trying to contact AMEX to check, but I'm certain they are very busy at the moment also so be prepared to wait.

Yea, I'm going to check with AMEX. But as you pointed out, they are astonishingly busy ATM, so a long wait is the norm

Thanks for your responses, @SeatBackForward . Appreciate it

 

[SeatBackForward]

I booked my tickets during the QF DSC in Feb 2020, which I think is before the CoVID-19 travel restrictions were a known event.

Yes this should be ok

Agree on this. I know someone who had a rather unpleasant experience with travel insurance issued by the CC company for booking return tickets using the CC. So I can ONLY hope something marginally good might happen to me with this booking



Yea, I'm going to check with AMEX. But as you pointed out, they are astonishingly busy ATM, so a long wait is the norm

Thanks for your responses, @SeatBackForward . Appreciate it

Hope it works out well for you. I also have a flight to India in August that I wont be going to, but in the process of figuring out how to cancel everything associated with that trip.

 

[BLK343]

Finally got refund last week.

Can you please provide details of when Refund request submitted so we all have a rough idea on timings and whether it's on par with the 8-10 weeks suggested by QF agents.

Thank you

 

[xd9000]

Hi All

I have 3 booking which I made with DSC (I think it was Feb 23 2020) and at least 2 of these were cancelled by Q.
Sydney to Aukland, Sydney to Singapore and Sydney to Denver (this one was for July 2020).

I called Q and asked if my DSC's stand when bookings became available again, and I rebook with the credit vouchers. I was told that I will still get the DSC's , as long as I travel within the DSC timeline which is Feb 23 2021 for me.

The one to Denver was quite expensive and the conference I was going to attend has been totally cancelled till the same time next year, so July 2021.
We now have the option of using our credits for multiple flights. So this more expensive flight, which, if used for the same flight, would be outside the DSC rules.

My question is.
If I used a credit (which has DSC attached to it), for 2 flights, would I get DSC for both of them.
I probably will not get as many SC this way, as they will be shorter flights, but would like to get the DSC's as that is the reason I booked to start with.

Thanks

 

[fersea]

We had flights booked to Madrid via Dubai and Brisbane leaving on 4 May and then home (Canberra) from Dublin via Dubai, Singapore and Melbourne. All booked through Qantas using both QF and EK metal.

I had noticed that the flights from Brisbane to Dubai and Dubai to Madrid had disappeared from my booking.

I rang Qantas this morning about 8.15 and selected the call back option, they said the wait time was 1 hr 14 mins to 1 hr 38 or something.

Received a call back just after 9.20 spoke to one lady and explained I thought my flights had been cancelled and would like a refund. Was then transferred to a reservations agent who processed my refund. Asked if the credit card I purchased the flight on was still current which it is. Was told the refund would be 6-8 weeks away. Flights are now no longer showing in my account.

Refund will be less the credit card fee.

Will report back when I get the refund.

Fortunately we had been stuffing around about booking hotels and car hire so we hadn’t incurred any other expenses.

We are still very committed to going when all this clears, but the advantage is we can take advantage of any airline deal that we see rather than being committed to Qantas.

Having said that, if the QF price is reasonable, I would like to support them because I think they have handled this reasonably well.

Up to seven weeks now and still waiting for the refund. Hopefully will come soon.

 

[JasonK]

Under the "Fly Flexible" policy from Qantas for domestic bookings (cash not points), can I use a flight credit from a previously cancelled flight that already has the change fee waived and would the same "one free change" still apply to this if I needed to change it again?

Fly Flexible | Qantas

To ensure you can book with confidence, we're introducing further flight flexibility on eligible flights.

www.qantas.com

 

[Melburnian1]

There are several things that may work in my favour:..
2) HKG airport closed for transfers..

The event I was going to has been scrapped, as have all my international 2020 events! but between now and August I can imagine airlines are desperate to start flying again.

'Business Traveller Asia' suggests that from 1 June 2020, transfers (transits) will resume at HKG.

 

[SeatBackForward]

'Business Traveller Asia' suggests that from 1 June 2020, transfers (transits) will resume at HKG.

And SIN as well in June.

Thankfully for me, the QF policy on Classic Rewards has changed yesterday and I've been able to cancel the booking with no penalty.

 

[bPeteb]

The 192k for the cancelled flight to SA landed yesterday. I’ll keep an eye out for the credit card refunds now

 

[large]

Can you please provide details of when Refund request submitted so we all have a rough idea on timings and whether it's on par with the 8-10 weeks suggested by QF agents.

Thank you

Yes is was 8-10 weeks.

 

[Berlin]

Okay, so I finally have semi-good news to report: After calling ONCE AGAIN roughly a month after my first call, I ended up with the exact same totally useless Philipino call centre agent (didn't someone claim up thread that the call centre there has been closed? This is definitely NOT correct...) as a month ago. She once again put me on hold for ages to talk to the proper agents (presumably in Australia) but then, different from last time, actually put me through to them. Turns out, that both the original 'clicking the refund button' and my call from last month had somehow not registered with the people in the know AT ALL. Once I again described in all detail that the original request for a refund happened well over 2 months ago, the lady on the phone promised to fast track that refund to be done within 5 working days but I'd have to wait for another 6-8 weeks to get the second flight I am waiting for refunded.

And, what wonders, today the refund for the first two flights arrived on my American Express card. Never received a confirmation email from Qantas which had always been promised for some odd reason, but as long as I got my money. Now just waiting for the second lot which will probably take another 6 weeks.

Lessons from this all and probably of value to others in the same situation: Do not trust that button that used to be available to "Request a refund". At least in my case, this had been totally ignored by Qantas (and didn't seem to exist anymore for my later booking anyway which is probably better than having a fake button). Time really starts once you call for the first time and THEN it's 8-10 weeks from there on. IF it even gets registered so it's worth calling up again a few weeks later. And never trust an off-shore call centre agent, but that's a life lesson long learnt not only when dealing with Qantas.

 

[Danger]

With reports like these, one wonders how much of Qantas's claimed 18 months of liquidity (or 18 months of padding to ride out the current crisis) is due to the company holding onto others' cash.

 

[JB expat]

I have a Qantas ticket MEL to LAX return. It is a 1 week trip departing 1 Oct which was booked in early March via American Express travel (to use the voucher that comes with the Qantas branded AMEX cc). For what it is work, I'm a Q Platinum FF.

I've decided regardless of any border openings, I do not want to go. I don't want to travel without comprehensive travel insurance that would cover covid, I do not want to risk getting covid, I don't want to quarantine for a 1 week trip regardless of what the quarantine process will look like in October (hotel/home whatever), I don't want to stress my immediate family out as I was going alone to see my extended family, and on & on.

Exploring cancellation - this is what I found (I'm sure most already know this).
According to Q website (copy/pasted) below, I fit the criteria for full credit/no refund/can use credit for multiple bookings - BUT their system does not yet accommodate this AND you need to exercise this cancellation right before 30 June to take advantage of it.

If Qantas cancels - full "cash" refund (yes. I've read how long it takes, but still full cash refund)

Lastly, because I booked through AMEX travel online, I need to work through this with AMEX travel online.

What I learned
I called Q first as I wanted to confirm that if Q cancels, I would indeed be eligible for full refund - confirmed. I also asked about the "splitting the credit" mentioned in the Q credit offer. I wanted to make sure that I could use my credit for, say 4 domestic tickets which included myself, but also my immediate family. Q said "NO" - only for tickets in my name! It's a premium economy ticket - if we aren't willing to travel internationally in 2021, there's no way I will use all the cash value to travel domestically - in my name.

Then I called AMEX travel online. They had to call me back because I pointed out that what they were telling me was different than what was on Qantas' website. So when they called me back, they said they would be able to offer exactly what Qantas is offering ONLY AFTER QANTAS UPDATES THEIR SYSTEM AS PER THE MID-JUNE DATE.

Here's my complaint (of course there is a complaint):
- Qantas is playing games with the timing - the offer sounds so-so generous as far as refunds go, but right now, you cannot take advantage of it because the system cannot process it until mid-June. The door on the refund closes on 30 June - imagine the phone lines between the mysterious mid-June date and 30 June. The 30 June deadline is arbitrary - it is playing off the uncertainty of when international travel to/from AUS/USA will resume and under what conditions. When the public has no knowledge of the resumption date, Q is able to play mind games with the consumer - would the consumer bite at a certain full credit which means Q gets to keep the cash or will the consumer gamble and wait for a cancellation of the flight for the win of a full cash refund. Lastly, and this is the cynic in my (growing every day) - has Q asked the government to remain vague around international travel until the 30 June deadline passes, allowing Q to play these mind games with the consumer. Imagine if the government came out and said "look, there's going to be no resumption of flights between the USA/AUS before Jan 2021 at the earliest" (except for those limited "emergency flights" which require government approval to take). Qantas would HAVE to cancel these flights AND issue full refunds - clearly the one outcome Qantas does not want. I think that while Qantas is holding itself out as not asking for a government bailout - they are effectively getting a government sponsored consumer bailout.

OH - one more - and why can't I use my flight credit for multiple tickets for my entire family - why isn't it like a store credit? why only for flights in the original passenger's name?

Rant over - thanks for reading!


Qantas policy below

Changes to international travel plans
Flights on or before 31 October 2020
If you have an existing Qantas international flight (excluding trans-Tasman) booked before 19 May, and are due to travel between 1 August and 31 October 2020 and wish to change your plans, you can now cancel your booking and retain the full value as a Flight Credit.

• Request your Flight Credit by 30 June 2020.
• Then book and travel by 31 December 2021.
• When you’re ready to rebook, we'll waive the change fee one time and you'll need to cover any fare increase in your new booking, if applicable.

Plus, if your original booking was made before 30 April 2020 for travel on a Qantas flight between 31 January and 31 October 2020, you're eligible to use your flight credit for multiple bookings. This will be updated in our system from mid-June 2020, and further details will be provided shortly.

 

[MEL_Traveller]

With reports like these, one wonders how much of Qantas's claimed 18 months of liquidity (or 18 months of padding to ride out the current crisis) is due to the company holding onto others' cash.

yeah. BA processed my refund in four days. I cannot understand how it would take QF 6-8 weeks to do the same. Something fishy

 

[astrosly]

yeah. BA processed my refund in four days. I cannot understand how it would take QF 6-8 weeks to do the same. Something fishy

Qantas have been very stubborn on refunds. I've had all hotel, activities and other airlines' flight bookings (BA, CX, JQ) cancelled and refunded in total anywhere between 2 days and 7 weeks.

The only refunds I am waiting on now are from QF. Every one of them. I have not had one refunded yet, with most bookings cancelled between 25 March and 7 April, including surcharges for classic rewards still outstanding. Also waiting for points + surcharge to be refunded from one flight cancelled 7 May.

 

[maroonone]

I have a paid booking HVB-BNE-ZQN for 18 Jul. First leg has no flights on 18 Jul available to be booked but still in MMB. QF are still showing “normal timetable of 3 per week BNE-ZQN. Just have to wait for reality to set In and claim refund. I notice on QF advice page for changed bookings they refer you to the “timetable” by link on the page. This reflects the pre Covid schedule from 1 Jul onwards on a number of routes I have looked at. Patience will be my virtue.

 

[wxxnxs]

I'm still waiting for my refund from cash paid ticket in Feb due to flight cancellation of Covid-19, and until now, there's no sign at all, sent messages on facebook and live chat, no reply.

 

[calmelb]

I'm still waiting for my refund from cash paid ticket in Feb due to flight cancellation of Covid-19, and until now, there's no sign at all, sent messages on facebook and live chat, no reply.

Have you tried ringing them? Often it’s the best way

 

[wxxnxs]

Have you tried ringing them? Often it’s the best way

Yes, but waiting time is ridiculous, 2 hours+ for the waiting.

 

[bPeteb]

Luckily I haven't waited more then a couple of minutes for any of my calls. Two plus hours, what a shocker.

Called on Monday to see where my refund was for flight cancelled on April 7. That cancellation was 62 days ago, so I was asking one day shy of nine weeks. No offer to escalate it as it can be "up to 10 weeks". Wait another seven or so days. Wtf? Pardon the language.

More luck with the refund for the taxes on points flight. That was cancelled on April 20 and points landed May 28. The CSR did something to get the ccard refund happening as it should precede the refund of the points.

No point in me asking about where the refund is for my J flight to SA. I 'only' requested that on May 11 so sounds like I should be patient and wait until mid-July before I follow-up that not insignificant refund...