Cancel-for-any-reason gone wrong - any escalation options within Qantas?

[goldenhorn]

I booked a flight using a combination of a flight credit and cash. Shortly after booking, I realised I'd selected the wrong travel date. Believing Qantas's cancel-for-any-reason policy would let me get a straightforward refund, I cancelled the booking myself in the app and immediately rebooked the correct date, rather than calling to amend it. (Fare was close to $1000).

I've since learned that cancel-for-any-reason refunds don't apply when the original booking included a flight credit (I have no idea why).

I own that this was my mistake in not understanding the fine print, but the amount involved is significant, and it seems completely unreasonable because I booked the correct fare immediately within 5-10 minutes.

I contacted Customer Care, explained the situation, and asked for a goodwill gesture (a flight credit if not a refund). They've declined, citing the non-refundable fare conditions.

Has anyone had success escalating a case like this within Qantas beyond standard Customer Care, whether that's a different team, a written complaint, or another avenue, before going down the NCAT route? (I've had success with NCAT and getting a QF refund in the past).

I'm keen to hear whether there's a step worth trying first.

 

[markis10]

It’s hardly fine print!

 

[goldenhorn]

It’s hardly fine print!

That's a very helpful response. Thank you.

I'm using the phrase "fine print" to refer to the T & C, which I wasn't aware of before I cancelled (as stated above).

 

[ChrisMars]

I booked a flight using a combination of a flight credit and cash. Shortly after booking, I realised I'd selected the wrong travel date. Believing Qantas's cancel-for-any-reason policy would let me get a straightforward refund, I cancelled the booking myself in the app and immediately rebooked the correct date, rather than calling to amend it. (Fare was close to $1000).

I've since learned that cancel-for-any-reason refunds don't apply when the original booking included a flight credit (I have no idea why).

I own that this was my mistake in not understanding the fine print, but the amount involved is significant, and it seems completely unreasonable because I booked the correct fare immediately within 5-10 minutes.

I contacted Customer Care, explained the situation, and asked for a goodwill gesture (a flight credit if not a refund). They've declined, citing the non-refundable fare conditions.

Has anyone had success escalating a case like this within Qantas beyond standard Customer Care, whether that's a different team, a written complaint, or another avenue, before going down the NCAT route? (I've had success with NCAT and getting a QF refund in the past).

I'm keen to hear whether there's a step worth trying first.

Damn, not a great experience.

The tricky bit is to find someone reasonable at Qantas you can talk to. Contact centers: hit and miss, they are typically not empowered or trained to fix that, you might try several hang up and call again until you hit the jackpot, the odds are not great unless you are platinum or higher status.
Facebook messenger, I had a good experience a while back (2 years?), not for this exact issue, but for something that evidently couldn't be done via call centers, and required some discretionary judgement. I would try that path, in parallel to putting a complain via the website, and if they ever answer, asking for an internal review.

Hey, would you be satisfied if they return the full amount via another flight credit (instead of re-instating the flight credit value, and doing a separate cash refund). That might be a way to help them help you. Just a thought.

Good luck with this, a small mistake leading to several weeks of battle and frustration is not fun, hopefully you get your money back.

Now, taking my captain hindsight hat, there is a 24h fix mistake policy that includes date change https://www.qantas.com/en-au/manage-booking/change-flights/24-hour-change-policy

 

[goldenhorn]

Damn, not a great experience.

The tricky bit is to find someone reasonable at Qantas you can talk to. Contact centers: hit and miss, they are typically not empowered or trained to fix that, you might try several hang up and call again until you hit the jackpot, the odds are not great unless you are platinum or higher status.
Facebook messenger, I had a good experience a while back (2 years?), not for this exact issue, but for something that evidently couldn't be done via call centers, and required some discretionary judgement. I would try that path, in parallel to putting a complain via the website, and if they ever answer, asking for an internal review.

Hey, would you be satisfied if they return the full amount via another flight credit (instead of re-instating the flight credit value, and doing a separate cash refund). That might be a way to help them help you. Just a thought.

Good luck with this, a small mistake leading to several weeks of battle and frustration is not fun, hopefully you get your money back.

Now, taking my captain hindsight hat, there is a 24h fix mistake policy that includes date change https://www.qantas.com/en-au/manage-booking/change-flights/24-hour-change-policy

Thank you, that's helpful to hear. I'll try the FB route.

Yes, I've told them I would be happy to accept a flight credit because it was my mistake.

 

[goldenhorn]

Thanks @ChrisMars for the great advice...I messaged Qantas via FB Messenger, and they responded within a few hours with an update. They reviewed it and have decided to refund the cash payment in full to my original form of payment. Very happy with this outcome!

 

[RooFlyer]

Well done @goldenhorn and @ChrisMars !

 

[esseeeayeenn]

Thanks @ChrisMars for the great advice...I messaged Qantas via FB Messenger, and they responded within a few hours with an update. They reviewed it and have decided to refund the cash payment in full to my original form of payment. Very happy with this outcome!

I have also found their reps on X (formerly twitter) more helpful than the call centre on occasions.