Refundable Flex fare now only offering a voucher?

[aussierob]

I have a interstate flight booking next month, a domestic return trip in Business (fare conditions: fully refundable) purchased through the Qantas website (direct purchase)
When attempting to cancel this evening I was not offered an option to Refund this booking, only Voucher... I didn't finalise the cancellation
Has Qantas been so gung-ho to offer everyone the COVID-19 cancellation vouchers that now a credit voucher is the only option available online?
Do I have to phone to get my refund? (shudder: hours of waiting)

 

[maroonone]

I am in a similar position with a fare with conditions and was offered a refund with penalties for a flight not happening. Their timetable still shows all flights going so I am waiting for them to cancel the flight and get a full refund.

 

[Ade]

Hello there @maroonone and @aussierob

Wanted to post an update - I'm in the same situation - have 3 Int. Flex bookings that I need to CANCEL. The MMB on QF website only shows CREDIT VOUCHER.

I called up QF Premium CC and was able to get the refund done. I was told that the refund takes 15 business days and will go the same card which I used to purchase the tickets

Also, surprisingly, I just off the phone with CC and I was not waiting for more than 4 mins before someone answered the call. Granted the call was answered by offshore CC, but hey, I got the job done for me

So if you are trying to reach the CC, do cal after 11 PM AEST - that's what I did

Good luck!

Cheers,
Ade

 

[MrHanky]

Hi all,

I have a fully flexible ticket from LHR-MEL via PER for tomorrow that I need to cancel.

When I login to 'manage my booking', the only option offered is a credit voucher. I've triple checked the fare terms and a full refund should be offered as the fare type shows 'Flex'. I attempted to call the contact centre and, perhaps unsurprisingly, was offered a wait time of 3.5 hours -> 5.5 hours.

1) Is there a way to request a refund online (even if it's via a form)?
2) If I request a credit voucher now, can I contact the call centre later to convert this to a refund?
3) Any ways to avoid a 3.5 - 5.5 hour wait for such a simple request? I don't want to be caught out by insolvency issues, should the worst case scenario play out for Qantas.

Thanks

 

[CaptJCool]

I assume you got this screen



What’s your status level ? DEPENDING There’s a different number on your FF CARD

 

[CaptJCool]

Might this work?

Cancel flights | Qantas

Find out how to cancel a flight and the conditions of when it may be possible to cancel your booking online or via a local Qantas office.

www.qantas.com

From Changing, cancelling or amending a flight booking

Also for other refunds

Refunds | Qantas

Apply for Additional Baggage Allowance, Seat Selection, Lounge Access Invitation, and Bid Now Upgrades refunds.

www.qantas.com

 

[MrHanky]

I assume you got this screen

View attachment 210992

What’s your status level ? DEPENDING There’s a different number on your FF CARD

Yep this screen exactly.

I'm a NB so back of the queue for me I'm afraid...

The 'Cancel flights' link provided just takes me to Manage My Booking, where I get this screen again.

 

[CaptJCool]

Or this ?

 

[MrHanky]

Thanks for the suggestion - I hadn't thought of trying that way!

Once again, only 'credit voucher' appears via this route -- kind of annoying...

Surely I can't be the only one with this issue?

 

[CaptJCool]

Given the reading of the QF cancelations thread, it would appear they ought have ALREADY contacted you,

Or if not it gets stuck in a credit voucher with a note on it to contact them if they cancelled the flight or a refund button at the bottom of the voucher ....

 

[CaptJCool]

@MrHanky . How did you go ?

 

[MrHanky]

Issued myself the voucher -- terms say the conditions are 'same as the original fare' so I'm just going to have to put my speakerphone on hold for 5 hours over the weekend at some point I guess

Thanks for the input -- @qantas if you're listening, you really don't need surplus calls into your call centres right now. For the love of God put a contact form online so that for those who are eligible (e.g. flex fare holders) they don't have to call.

 

[serfty]

Issued myself the voucher -- terms say the conditions are 'same as the original fare' so I'm just going to have to put my speakerphone on hold for 5 hours over the weekend at some point I guess

For the record, when was the flight booked for?

 

[guybaxy]

i called the platinum line at 11pm, got thru in a few minutes, told them i requested a refund a few weeks ago. i suspect that they are only processing refunds fast if you call. cash is king in a recession, so they are watching their cash flow. i don't want a credit as its for the same fare class or higher, so always have to pay way more. cant go for a special fare.

 

[aussierob]

I called up QF Premium CC and was able to get the refund done. I was told that the refund takes 15 business days and will go the same card which I used to purchase the tickets

Thanks for your suggestion, I called, requested a refund.
This was followed by a "ACTION REQUIRED: Your Refund Request" email from QF that I responded to.

My refund (including credit card payment fee) arrived into my account yesterday.