Delay in refunding points and taxes for cancelled award ticket

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johnheit

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Jan 3, 2011
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It's been over 3 weeks since I cancelled a J class award flight and the points and taxes still have not been returned to my account. I can't try to make another redemption for a similar time window because I don't have enough points until the points are refunded. Anybody had similar experiences?
 
OK, was this ex Australia or departing overseas? The latter can take months without intervention.

Service standard is up to 14 days

Since it's over 21 days, you can best start with web chat.
 
Here's an abridged web chat log I had earlier this month:
Code:
... Hello, you're now chatting with <QF CSA>.
How can I help you today?

<serfty> at 10:52, Oct 15:
G'day <QF CSA>

<QF CSA> at 10:54, Oct 15:
Good day, <serfty>. How can I help you?

<serfty> at 10:54, Oct 15:
I cancelled an award booking but have not had the points/$$$ refunded yet.

<QF CSA> at 10:54, Oct 15:
Thank you for raising this kind of concern. Please note that the refund process would take up to 10-14 business days.

<serfty> at 10:54, Oct 15:
It was over 6 weeks ago ...

<QF CSA> at 10:55, Oct 15:
Let me have a look into that for you. Can I please have your full name/s, flight details (destination and date of travel) and booking reference?

<serfty> at 10:56, Oct 15:

<serfty> , HND-PVG-HKG, xx-jan-2019 & xx_xx_

<QF CSA> at 10:56, Oct 15:
Thanks for confirming, <serfty>. Let me check your booking now.

<QF CSA> at 11:01, Oct 15:
I'm about to contact our refund team to follow the refund.
The $$$ were refunded that day but it took a further call to get the points refunded.
 
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It took around six to eight weeks (and numerous contacts) to get my points/money back the last time I had to cancel a QF award booking....
 
I cancelled a domestic award 8 days ago. Received email today that taxes and surcharges have been refunded and it can take some time for the credit card provider to process the refund. Yeah right.

The points can take up to 10 days to be refunded.
 
I cancelled an international flight last night - the points were back with me within ten minutes.
 
I cancelled an award ex CDG 2+ weeks ago. I had to call about another booking -- the website kept crashing as I tried to book -- and while on the line I mentioned that my refund hadn't posted. She said any refund in Euros seems to take longer than the usual 10-14 days...which doesn't explain the points not refunding either.
 
She said any refund in Euros seems to take longer than the usual 10-14 days...which doesn't explain the points not refunding either.
The refunding of points (less fee) / $$$ is normally processed at the same time. It's apparently 'harder' do to internationally.
 
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