Qantas Revenue booking cancellations (under covid19)

[Jean Prouvaire]

At this point DSC are meaningless.

I'm in a similar situation. Platinum also, status reset end of April, and already requalified to April 2021. However the February DSC offer would have requalified me to April 2022 (had the flights gone ahead). I'm unlikely to do so without a DSC boost, assuming international flights re-open early next year. DSCs also help with hitting lifetime Gold. So they're not meaningless to me if the DSC offer travel period was extended.

I’m assuming there’s going to be some kind of assistance in order to retain WP

Fingers crossed!

 

[CaptJCool]

Unfortunately most airlines have been giving customers the run around. Not much difference to my experience with other airlines:

MH - voucher only, no refund
EK, MS, AT - refund minus ~30% of paid fare even though flight cancelled and border closed, weeks to get money.

Except surprisingly JQ, money in full refunded in my account within 24 hours

Well that explains the pathetic refund offer on the return leg of a QF coded EK metal F to Europe.....

 

[willclan]

Can someone explain why Jetstar is capable of processing refunds within 10-14 days while Qantas states 8-10 weeks? Same parent company yet completely different responses. My in laws just got 3 Jetstar flights refunded very quickly, go figure! Are Qantas just playing games with our money?

 

[HappyFlyerFamily]

If I had cancelled the flight by myself before and it falls in the date range eligible for a refund, does that mean I can request a complete refund and get rid of my voucher ?

After reading the AFF article I decided to give a call now - wait period of 48 minutes to 1:04.

I’m on the phone now and their voice message seems to indicate the eligible period is for flights between 17 March to 31 May.

My flights were domestic in June and I chose to the credit in April, so I’m just hanging on the line to chat and find out if they definitely cannot give a full refund in my situation as a result of ACCC press release.

Qantas Forced to Offer Refunds for Cancelled Flights

The ACCC has forced Qantas to contact customers issued with flight credits to inform them of their entitlement to a refund.

www.australianfrequentflyer.com.au

 

[Port Power]

After reading the AFF article I decided to give a call now 48-1:04 wait.

I’m on the phone now and their voice message seems to indicate the eligible period is for flights between 17 March to 31 May.

My flights were domestic in June and I chose to the credit in April, so I’m just hanging on the line to chat and find out if they definitely cannot give a full refund in my situation as a result of ACCC press release.

I’m also going to call about refunding my March flights. Sounds like they are in the appropriate dates. Otherwise I will have too many credits. Put the kettle on, get out the sudoku and prepare to wait....

 

[I love to travel]

Can someone explain why Jetstar is capable of processing refunds within 10-14 days while Qantas states 8-10 weeks? Same parent company yet completely different responses. My in laws just got 3 Jetstar flights refunded very quickly, go figure! Are Qantas just playing games with our money?

Maybe just maybe qantas want to enhance JQ reputation so that when QF releases less desired route to JQ there will be less loss of revenue to VA Mk2

 

[HappyFlyerFamily]

After reading the AFF article I decided to give a call now - wait period of 48 minutes to 1:04.

I’m on the phone now and their voice message seems to indicate the eligible period is for flights between 17 March to 31 May.

My flights were domestic in June and I chose to the credit in April, so I’m just hanging on the line to chat and find out if they definitely cannot give a full refund in my situation as a result of ACCC press release.

Qantas Forced to Offer Refunds for Cancelled Flights

The ACCC has forced Qantas to contact customers issued with flight credits to inform them of their entitlement to a refund.

www.australianfrequentflyer.com.au

Finally got through at about 1 hour 15 minutes wait.

They confirmed that they are only authorized to deal with flights 17/3-31/5. Not in relation to communication or actions taken between 17/3-31/5 that ACCC referred to. So no refund available for my situation (April voucher request; June domestic flight)

Do people think I should give feedback to ACCC

I hope I got the AFF staff right @AFF Editor FYI

 

[AFF Editor]

Finally got through at about 1 hour 15 minutes wait.

They confirmed that they are only authorized to deal with flights 17/3-31/5. Not in relation to communication or actions taken between 17/3-31/5 that ACCC referred to. So no refund available for my situation (April voucher request; June domestic flight)

Do people think I should give feedback to ACCC

I hope I got the AFF staff right @AFF Editor FYI

Was your original flight cancelled? If so, you should be entitled to a refund under section 9.2 of the Qantas conditions of carriage regardless of the date range indicated by the ACCC - Conditions of Carriage | Qantas AU

If your flight was not cancelled by the airline (i.e. you chose not to travel and the flight was still operating), you may be stuck with a credit.

For your reference, here is the ACCC press release: Qantas offers refunds for flight cancellations

If you think that Qantas has acted unfairly, you could always contact the ACCC yourself.

 

[HappyFlyerFamily]

Was your original flight cancelled? If so, you should be entitled to a refund under section 9.2 of the Qantas conditions of carriage regardless of the date range indicated by the ACCC - Conditions of Carriage | Qantas AU

If your flight was not cancelled by the airline (i.e. you chose not to travel and the flight was still operating), you may be stuck with a credit.

For your reference, here is the ACCC press release: Qantas offers refunds for flight cancellations

If you think that Qantas has acted unfairly, you could always contact the ACCC yourself.

I didn’t follow through on my particular flights but my impression was all domestic June flights were announced as cancelled in May after I asked for the voucher.

 

[TheInsider]

I didn’t follow through on my particular flights but my impression was all domestic June flights were announced as cancelled in May after I asked for the voucher.

Not all domestic flights were cancelled.

 

[RichardMEL]

Can someone explain why Jetstar is capable of processing refunds within 10-14 days while Qantas states 8-10 weeks? Same parent company yet completely different responses. My in laws just got 3 Jetstar flights refunded very quickly, go figure! Are Qantas just playing games with our money?

I am going to put in a bit of a guess here based on some knowledge but happy to be corrected (it's been that sort of month for me!)

JQ use a different booking platform and management system. A very much LCC centered platform with dedicated functionality.
QF OTOH use legacy amadeus with a lot of manual processing on top for any number of reasons. QF refunds are taking so long, I believe, because every single one has to be manually processed by a human by the far queue. and the agents are WFH and all the rest... so takes time with a huge volume

I imagine JQ's platform is much better at processing. It's probably a button push for them and all integrated much more easily.

One of the main reasons is, that codeshares aside, the vast majority of JQ bookings are done through THEIR portal on their system.... they have a much better control over the incomings and outgoings than the legacy of Amadeus (specially with the hodge podge way QF seems to implement things on the platform which is likely because of codt reduction rather than an issue with the GDS itself).

IMO

 

[TheInsider]

I am going to put in a bit of a guess here based on some knowledge but happy to be corrected (it's been that sort of month for me!)

JQ use a different booking platform and management system. A very much LCC centered platform with dedicated functionality.
QF OTOH use legacy amadeus with a lot of manual processing on top for any number of reasons. QF refunds are taking so long, I believe, because every single one has to be manually processed by a human by the far queue. and the agents are WFH and all the rest... so takes time with a huge volume

I imagine JQ's platform is much better at processing. It's probably a button push for them and all integrated much more easily.

One of the main reasons is, that codeshares aside, the vast majority of JQ bookings are done through THEIR portal on their system.... they have a much better control over the incomings and outgoings than the legacy of Amadeus (specially with the hodge podge way QF seems to implement things on the platform which is likely because of codt reduction rather than an issue with the GDS itself).

IMO

Pretty much correct there.

 

[Mqrko]

I called Qantas to get info but the staff didn't look at my booking at all and told me cancellation are processed in 10 weeks.

 

[serfty]

QF refunds are taking so long, I believe, because every single one has to be manually processed by a human by the far queue. and the agents are WFH and all the rest... so takes time with a huge volume

Not all from my experince, but once a cancellation hits the manual queue it it is effectively in the far queue.

I cancelled two bookings April 5th - refund on one showed up in two business days dated April 5th. The other finally showed up after 9 weeks

I have no doubt the former was a auto refund.

 

[serfty]

I imagine JQ's platform is much better at processing ...

I believe Jetstar use Navitaire ...

 

[Port Power]

I just rang Qantas and was on hold less than one minute. Then I hung up while meaning to turn speaker off! However Jessica from QF rang me back straight away. March credit voucher is now being refunded: 8-10 weeks quoted. I am keeping the July credit voucher to use for replacement flights in March next year. I didn’t like having so many credit vouchers as a I also have QF Hotel credits and a large QR credit. It was all done very pleasantly and quickly.

 

[maccaisking]

Last week I received a (Webjet) credit note for qantas bookings via Webjet, flights in August which they cancelled. Spoke to Webjet via online chat today and they confirmed flights We’re eligible for refund, 10-12 weeks. Sadly I paid half via GC so they said they will send me a large GC to use. They did confirm the GC can be used for multiple bookings, any persons, etc as if it were new. Happy with the outcome.

 

[zig]

Phoned this morning and opted for the call back due to the predicted wait time. I was called back in 2 minutes. Refunds processed and advised 60 days for refund to hit my Amex.

 

[Mqrko]

I called to get a refund of the flight credit and they offered me +10% off the value usable multiple times until end of 2023

 

[zig]

I called to get a refund of the flight credit and they offered me +10% off the value usable multiple times until end of 2023

I hope you mean that they offered you 110% value, rather than 10% off the original value.
Why was a refund not offered?