Qantas to allow free changes, cancellations to Classic Flight Reward bookings to 30 September 2022

[yaziyo]

I've cancelled a classic rewards booking over the weekend. The points have come back for 1 passenger but not the other.

Update on this: after calling I was able to have the rest refunded over the phone. Interestingly, the agent initially told me that only one half was refunded because I was only charged half, suggesting that whatever glitch prompted the half refund was also whatever she saw on her screen. But no matter, all sorted now.

 

[Saab34]

Has anyone ever got a credit or refund from Jetstar when adding extras with our own cash etc, onto reward booking, which we then cancel?

 

[Mr H]

I had a booking ADD-DOH-DAC-KUL-MEL with a stopover in DAC. I was charged 165,000 points and something like $800 USD.

When I needed to change the route, the flights from DAC-KUL-MEL were lost because it was not reticketed in time. I was told they would ask for reinstatement but after several days it became clear that would not happen. So I opted for cancellation and a refund.

Problem: computer says I am entitled to a refund of 151,200 points and $600ish USD. I have said I should be refunded what I paid, but got a "computer says no" answer. I was told to take it up with the Frequent Flyer line, which I did earlier in the week. They said they couldn't;t help and it would require an "authoritarian". An hour later, still no resolution and the agent hung up on me. It's now a week since the cancellation and no refund in sight - not even the lesser amount I was promised.

Any advice?

 

[Danger]

Oooh, an "authoritarian". How interesting.

Try once or twice more, documenting names, time etc., then a credit card chargeback. If there had been no loss of points, I'd go straight to chargeback.

 

[Mr H]

Oooh, an "authoritarian". How interesting.

Try once or twice more, documenting names, time etc., then a credit card chargeback. If there had been no loss of points, I'd go straight to chargeback.

Thanks

Tried again, new agent, and had the full quota of points refunded during my 8 minute phone call. Sweet.

Now to carry on waiting out my 8 weeks for the taxes and fees - not sure whether I will get the full whack for that or whether it will be the reduced amount.

 

[Flyfrequently]

Thanks

Tried again, new agent, and had the full quota of points refunded during my 8 minute phone call. Sweet.

Now to carry on waiting out my 8 weeks for the taxes and fees - not sure whether I will get the full whack for that or whether it will be the reduced amount.

Good to hear you have your points back Mr H.
Having had a few international CR flights cancelled, my experience was, refunds came through in less than the quoted 8 weeks (one at 3 weeks another at 3 days)
Of note though, due to some taxes having been charged in Euro and GBP, we lost some $ due to fluctuation of exchange rate and conversion % fee by Amex.
I usually check with the agent what the fees are before finalising the call.
Well done with a positive outcome with your call.

 

[aikman]

The points have come back for 1 passenger but not the other.

Happened to me too this week. I am Platinum and called during business hours. I was expecting it to be a 5 min call but it still took 28 mins and the call ended with only a promise that I'll get the rest of the points soon.

 

[yaziyo]

Happened to me too this week. I am Platinum and called during business hours. I was expecting it to be a 5 min call but it still took 28 mins and the call ended with only a promise that I'll get the rest of the points soon.

Yeah it took me a good 40 mins on the call to get it sorted. Mostly because my (very nice) agent had to herself go on hold with an internal team to get it actioned.

Based purely on accent my agent seemed to be in MNL and did a good job, even if it took a bit of time.

 

[PaulyB]

I've just had a bit of a 'catch my breath moment... I am hoping you may be able to confirm or deny...
I changed some international legs yesterday (under the free until Dec 31 benefit) for Qantas One World Award Award in J class and it involves one domestic leg (Canberra-Syd) That was a change of departure date and flight but its position at the start of the trip has not changed.

Looking at the site https://www.qantas.com/au/en/frequent-flyer/member-offers/flexible-classic-flight-rewards.html the text is...

"If however, you’ve booked an Australian domestic Classic Flight Reward, and wish to change or cancel your booking, it’s no longer eligible for the change or cancellation fee waiver.
yet in the linked FAQ; https://www.qantas.com/au/en/frequent-flyer/member-offers/flexible-classic-flight-rewards.html#faqs, it says..

Does the points fee waiver apply to both domestic and international Classic Flight Reward bookings?
Yes, the points fee waiver applies to both Domestic and International bookings that contain only Classic Flight Reward flights.

Does anyone know where I stand? Am I up for a points fee for the domestic leg and/or does this impact the whole booking?! There was no mention if it yesterday and the flight hasn't been ticketed. Am calling now but can't promise an operator will know either....

Thanks!

 

[encryptededdy]

I always found it very weird that it always says "Trans-Tasman or International", as if people can't figure out New Zealand is International?

 

[Mr H]

I've just had a bit of a 'catch my breath moment... I am hoping you may be able to confirm or deny...
I changed some international legs yesterday (under the free until Dec 31 benefit) for Qantas One World Award Award in J class and it involves one domestic leg (Canberra-Syd) That was a change of departure date and flight but its position at the start of the trip has not changed.

Looking at the site https://www.qantas.com/au/en/frequent-flyer/member-offers/flexible-classic-flight-rewards.html the text is...

"If however, you’ve booked an Australian domestic Classic Flight Reward, and wish to change or cancel your booking, it’s no longer eligible for the change or cancellation fee waiver.
yet in the linked FAQ; https://www.qantas.com/au/en/frequent-flyer/member-offers/flexible-classic-flight-rewards.html#faqs, it says..

Does the points fee waiver apply to both domestic and international Classic Flight Reward bookings?
Yes, the points fee waiver applies to both Domestic and International bookings that contain only Classic Flight Reward flights.

Does anyone know where I stand? Am I up for a points fee for the domestic leg and/or does this impact the whole booking?! There was no mention if it yesterday and the flight hasn't been ticketed. Am calling now but can't promise an operator will know either....

Thanks!

If there's an international flight somewhere on the booking, it is an international award, regardless of any domestic sectors it may contain. So the fee waiver should apply. If they try to levy it, ask for a waiver and if it is still charged, take it up with the Frequent Flyer team rather than the booking team.

 

[PaulyB]

If there's an international flight somewhere on the booking, it is an international award, regardless of any domestic sectors it may contain. So the fee waiver should apply. If they try to levy it, ask for a waiver and if it is still charged, take it up with the Frequent Flyer team rather than the booking team.

Yep. Good advice. Thanks!