Classic Award Booking Cancellation Fees & Refund Processing Time

[Doctore1003]

I cancelled three CR bookings last week and got emails that refunds were processed on Monday and Tuesday this week.
I've received the $$ back on my card, but no sign of the points refunds.
I'm going to have to call Qantas, aren't I? Has anyone had luck messaging them on social media instead?

Well I tried to get their social media (FB Messenger) team to resolve this.

They replied telling me to call the contact centre.

Spent 45 mins with incompetent call centre staff, with multiple transfers to people who didn’t know what to do, before hanging up in frustration.

Went back to Facebook messenger to complain. Got a reply within a couple of hours telling me they processed the refunds.

A good result, but I wish the FB team had just handled it in the first place!

All the call centre staff were simply useless.

 

[I love to travel]

Has anyone had any recent success in ringing and getting points refunded sooner after cancelling online. It seems that the wait periods can vary and there is a seat I have my eye on. Thanks

 

[Doctore1003]

Has anyone had any recent success in ringing and getting points refunded sooner after cancelling online. It seems that the wait periods can vary and there is a seat I have my eye on. Thanks

Yes. Just give them a call.

 

[IrishPete]

A) are all Reward flights refundable (the booking was on Air France, if that makes any difference)?

B) how long should I wait before complaining to Qantas? It's been about a month now.

Thanks in advance.

 

[craven morehead]

Assuming you have cancelled and waiting for a points & cash refund?

 

[serfty]

A) are all Reward flights refundable (the booking was on Air France, if that makes any difference)?

B) how long should I wait before complaining to Qantas? It's been about a month now.

Thanks in advance.

Was this a "Classic Award"?

In any case I'd be calling now. 14 Days ago I cancelled a Classic award ex SIN flight to MEL on Emirates (on a Sunday).

The points were refunded the next day (Monday) less the 6K fee and $$$ showed up on CC three days later.

 

[craven morehead]

I'd be calling now. 14 Days ago I cancelled an ex SIN flight to MEL on Emirates (on a Sunday).

The points were refunded the next day (Monday) less the 6K fee and $$$ showed up on CC three days later.

Same experience here. Cancelled 2 CR trips in the last week and had to rebook as dates had changed.

 

[Himeno]

B) how long should I wait before complaining to Qantas? It's been about a month now.

Once they actually start the refund process, points get returned fast. Cash on the other hand....

 

[offshore171]

Once they actually start the refund process, points get returned fast. Cash on the other hand....

That definitely used to be the case. However I've had the exact opposite twice recently.

Cash component was returned within a day or two, But for the points nothing happened for 3 weeks or so. Rang up at this point and it turned out the reimbursement of the points were "stuck in the system".

Phone agents were able to "fix" whatever the problem was and the points were back within an hour.

Happened twice. Second time called after 10ish days

 

[IrishPete]

Thanks everyone. Contacting them through Facebook Messenger was very efficient, and the points have been refunded now.

 

[Himeno]

I booked a points + pay trip to AKL in 2021 while the travel bubble was open. The trip was cancelled when Sydney got Covid and NZ popped the bubble.
I never got any options as to what to do with the booking, just emails saying the flights had been cancelled.
When I finally got a response from Qantas (on twitter about 11 months later), they refunded the points that day, but only refunded ~60% of the cash.

 

[clifford]

I've now been waiting 20 days for a cash refund from a cancelled classic award CPH-BKK on AY. The points were refunded after I called to request. I'll now have to call again for the cash.

Pity (and really a disgrace) that Qantas can't (or won't) refund cash straight away like every other airline I'm an elite FF with (VA, BA, UA).

 

[AIRwin]

Just a few hours today

 

[Nathant123]

Hi all,

I cancelled a reward flight from coughet to Tel Aviv a little over two weeks ago but yet to receive the points refund. Spoke with a rep from the call centre and was advised it typically takes up to 6 weeks for the refund and there's nothing they can do in the meantime. I'm honestly not too fussed but I vaguely remember being refunded my points nearly instantaneously on a previous cancellation though it could have been with another program. Does this sound about right?

Cheers, Nathan

 

[Pvcmenace]

Can be as soon as same day, usually within 2 weeks.

After 2 weeks I usually give them a call and check on status, especially if fees and taxes have been refunded already.

 

[BruceBris]

Can be as soon as same day, usually within 2 weeks.

After 2 weeks I usually give them a call and check on status, especially if fees and taxes have been refunded already.

I have the same question. I cancelled a week ago and received a generic email from Qantas two days ago saying "Your refund for booking reference 6AFE5Y has now been processed. Refer to the relevant section for further information about your refund.". No indication of when and not yet available. Am I imagining this or has Qantas reverted to its old ways of ignoring customers? I'm Lifetime Gold so have been with them for many years so I remeber when the points became available for new bookings almost immediately. Oh for the "Good Old Days of Qantas service "

 

[fletty]

I have the same question. I cancelled a week ago and received a generic email from Qantas two days ago saying "Your refund for booking reference 6AFE5Y has now been processed. Refer to the relevant section for further information about your refund.". No indication of when and not yet available. Am I imagining this or has Qantas reverted to its old ways of ignoring customers? I'm Lifetime Gold so have been with them for many years so I remeber when the points became available for new bookings almost immediately. Oh for the "Good Old Days of Qantas service "

I cancelled a CR the other week, points were back in 2 days, fees were a few more after that - not sure when exactly.

You can call and ask for the points to be expedited if you have a need for them (like an upcoming booking / upgrade).

 

[BruceBris]

Luckily, no real rush yet. I'll need them in the next few weeks though. I'm just disappointed that Qantas have let their service slide so much. Reality is, I now fly whichever airline offers the best choice rather than loyalty to Qantas. Unless, of course, I need status to get me into lounges!