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Beware Qatar [COVID-19] refund policy

Jusrus

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Aug 9, 2018
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May I ask... were these return flights from Australia? I thought if the outwards flight from AU was cancelled, then the return flight was automatically cancelled and was no longer a valid ticket.
They were return flights with first leg from Madrid.

I have return flights with first leg from Melbourne that have been cancelled departing May 19th, but Etihad have stated so far I'm only eligible for credit, so I'm waiting to see if their position changes before then to ideally get another cash refund.
 

RooFlyer

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My flights were SIN-DOH-Bucharest. DOH-Bucharest was cancelled, but the SIN-DOH flight was/is still operating. They did a full refund without penalty or quibbling
How long did it take to receive the refund?
Not received yet! I'm expecting it to take a few weeks, so I guess I should have said 'they promised a refund' :(
Refund received a couple of days ago - so about 5 weeks from request. Also, because of FX movement, I'm up about $250 on the original transaction 🙂 NAB also reversed the international payment fee (it was paid originally in SIN dollars) which I wasn't expecting.

So, currently, I've received a refund on a tour (7 weeks, after 2 stuff-ups from the tour company) and QR, still waiting on QF (points & fees, 8 weeks down), SQ (points & fees, 6 weeks down) and AA (fees, 10 weeks down).

QR remain my favourite airline 🙂
 

Peter78

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Aug 5, 2012
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So from that piece, refunded might not necessarily mean the funds have actually been sent to the card.
Pushka might be right, my booking continued to show in the "Manage my Booking" option on their website. On May 5, after my original departure date ex Manila, I received an email saying the refund had been processed and the full amount has been refunded to the original mode of payment, plus a statement that it might take up to 28 days to appear on the account statement.

Well, the funds arrived in my Bankwest credit card the very next day and similar to RooFlyer, I also made a small profit due to currency movements. Brilliant airline, QR, though in fairness even JQ refunded our family trip to Hawaii in full.
 

Pushka

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Agree about QR. Once we are all flying again, it will be my pick of airline. Even helpful during Covid. I raided a couple of the J amenity kits they provide because the only hand sanitiser I could get was very watery. So decanted to a few of their purse size sprays and they work perfectly.
 

OZDUCK

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We don't get them into Adelaide anyway. I've only flown one and I prefer the others.
I have only flown on one once (Any more words beginning with 'on' I could use?) and while it was good I didn't get the full experience as I was feeling unwell for a lot of the flight and couldn't even eat my breakfast :mad: I think that it was mainly tiredness at the end of a long holiday.
 

Pushka

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I have only flown on one once (Any more words beginning with 'on' I could use?) and while it was good I didn't get the full experience as I was feeling unwell for a lot of the flight and couldn't even eat my breakfast :mad: I think that it was mainly tiredness at the end of a long holiday.
Sorry, laughing at the ON bit.
 

N M

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Within a minute of entering my details I received a confirmation email with a reference number.
Now to wait and see.
I also requested a refund, and received an email - that was 11 May.
Anyone else have any experience on how long Qatar is taking to process refunds?

I was originally willing to probably accept a voucher/credit, but then they only issued vouchers for some of the passengers, and when I tried to follow it up with the customer call centre (Hyderabad?) the lady was rude, dismissive and couldnt care less. Needless to say I never received the final voucher.. and since then every time I call their call centre it just hangs up on me.
At least the automated refund request system seems to possibly be working... eventually!

I am feeling a bit nervous now... no doubt Qatas has good intentions with their customer policies, but their call centre is beyond a joke and the back end systems are obviously not coping. Hard to understand how people can praise them ... I would be suggesting that the head of Australian operations needs to be sacked.
 

JessicaTam

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I also requested a refund, and received an email - that was 11 May.
Anyone else have any experience on how long Qatar is taking to process refunds?

I was originally willing to probably accept a voucher/credit, but then they only issued vouchers for some of the passengers, and when I tried to follow it up with the customer call centre (Hyderabad?) the lady was rude, dismissive and couldnt care less. Needless to say I never received the final voucher.. and since then every time I call their call centre it just hangs up on me.
At least the automated refund request system seems to possibly be working... eventually!

I am feeling a bit nervous now... no doubt Qatas has good intentions with their customer policies, but their call centre is beyond a joke and the back end systems are obviously not coping. Hard to understand how people can praise them ... I would be suggesting that the head of Australian operations needs to be sacked.
Try ringing the AU number at 8am.
 

Jusrus

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Update on my Etihad Gold Coast/Melbourne/Madrid/Melbourne flights May - July. Spoke to them on Friday and still refusing to offer full cash refund, only taxes, or full credit. Refused and have requested chargeback via American Express. Will keep you updated. If Amex refuse chargeback, I guess I will accept credit for lack of other options?!
 

silencer2008

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Anyone else have luck with refunds? Created the online request April 13th, so would be 7 weeks tomorrow. Received the confirmation email once request was submitted 7 weeks ago, and that was it. Not sure if I should be bugging them just yet, but its gonna be 8 weeks soon :(
 

RooFlyer

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Anyone else have any experience on how long Qatar is taking to process refunds?
Anyone else have luck with refunds? Created the online request April 13th, so would be 7 weeks tomorrow. Received the confirmation email once request was submitted 7 weeks ago, and that was it. Not sure if I should be bugging them just yet, but its gonna be 8 weeks soon :(
Welcome to posting on AFF.

See post #44. In early April, I called (8am, got through in 20 mins) and requested refund; processed there and then. Told abt 8 weeks. 5 weeks later, money back on my card.

Now the processing time will probably have changed since then, but that's an idea; QR better than QF or SQ time-wise.

@silencer2008 yes, i would call to check to make sure that its properly in their system (Agent can see it).
 

Jusrus

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Aug 9, 2018
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Update on my Etihad Gold Coast/Melbourne/Madrid/Melbourne flights May - July. Spoke to them on Friday and still refusing to offer full cash refund, only taxes, or full credit. Refused and have requested chargeback via American Express. Will keep you updated. If Amex refuse chargeback, I guess I will accept credit for lack of other options?!
Update on my situation - success! Despite it looking unlikely due to the Amex & Etihad terms, I was successfully provided a C/C chargeback two days after requesting it.
 

silencer2008

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May 31, 2020
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Anyone else have luck with refunds? Created the online request April 13th, so would be 7 weeks tomorrow. Received the confirmation email once request was submitted 7 weeks ago, and that was it. Not sure if I should be bugging them just yet, but its gonna be 8 weeks soon :(
Spoke to Qatar, and politely reminded them its been 7 weeks since the request for refund was made. They mentioned 60 business days which is crazy. Got it escalated, will report back when I see progress.
 

silencer2008

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May 31, 2020
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Quick update, got the refund after I left a potential chargeback message on the request portal. Ticket is still open though and no email communication since. Exchange rate movements burnt me, lost $500 :(
 
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