Change to QF 24hr cancellation policy?

[DrJ]

Booked a red e deal fare 3 hours ago which I now need to cancel, understanding that the policy for last few years allows an outright refund within 24hrs, even on an otherwise non refundable fare. However tonight in trying to do this, rather than the usual "refund" button after hitting cancel, was confronted with this hitherto unseen page:



Does this represent an enhancement of this policy? Really don't want to click the upper box as they may say "Oh well, you agreed to forfeit the fare net of the taxes" (the following box when this upper one is clicked says as much). If there is any ambiguity I am happy to take the flight credit as I will definitely use it for MrsDrJ or the kids in the next 12 months), but a refund would be better for immediate cash flow. Has anyone had experience with this?

 

[Rangalad]

Booked a red e deal fare 3 hours ago which I now need to cancel, understanding that the policy for last few years allows an outright refund within 24hrs, even on an otherwise non refundable fare. However tonight in trying to do this, rather than the usual "refund" button after hitting cancel, was confronted with this hitherto unseen page:

View attachment 448427

Does this represent an enhancement of this policy? Really don't want to click the upper box as they may say "Oh well, you agreed to forfeit the fare net of the taxes" (the following box when this upper one is clicked says as much). If there is any ambiguity I am happy to take the flight credit as I will definitely use it for MrsDrJ or the kids in the next 12 months), but a refund would be better for immediate cash flow. Has anyone had experience with this?

To be eligible for fee-free cancellation, you must meet all of the following criteria:

• you're a Qantas Frequent Flyer with your Frequent Flyer number added to the booking
• you booked directly with us at qantas.com, the Qantas App or through our Contact Centre
• you made your booking less than 24 hours ago
• the first flight booked departs in 30 days or more
• the first flight originates from an Australian city, and
• the booking has been paid in full and the ticket has been issued.

You won't be eligible if any of the following apply:

• the booking is for an unaccompanied minor
• the booking has been previously changed or reissued
• you used a Flight Credit or a Buy Now, Pay Later option to pay for the booking, or
• one or more passengers were split from the original booking.

https://www.qantas.com/au/en/manage-booking/cancel-for-any-reason.html

 

[DrJ]

To be eligible for fee-free cancellation, you must meet all of the following criteria:

• you're a Qantas Frequent Flyer with your Frequent Flyer number added to the booking
• you booked directly with us at qantas.com, the Qantas App or through our Contact Centre
• you made your booking less than 24 hours ago
• the first flight booked departs in 30 days or more
• the first flight originates from an Australian city, and
• the booking has been paid in full and the ticket has been issued.

You won't be eligible if any of the following apply:

• the booking is for an unaccompanied minor
• the booking has been previously changed or reissued
• you used a Flight Credit or a Buy Now, Pay Later option to pay for the booking, or
• one or more passengers were split from the original booking.

https://www.qantas.com/au/en/manage-booking/cancel-for-any-reason.html

Thank for that, but on reviewing have definitely fulfilled all the conditions. Was really wondering if anyone has ticked the first box and still got the refund in full if done in the 24hr grace period - this seems akin to the advertised new ending to Fight Club, which upon viewing turned out to be the old one after all
Think I am going to get up early tomorrow to talk to HBA...

 

[markis10]

You need to call, it cannot be done online.

 

[serfty]

You need to call, it cannot be done online.

Well that is a change.

Last year I was able to do this very thing online. (They did not make it easy IIRC)

 

[TeaKozy]

Can confirm I had to do this last week. Was straightforward - believe I got someone in NZ. That said, I wasn’t aware of the 30 day rule - usually not an issue when booking through the work TA.

 

[DrJ]

Got through to HBA quickly this morning (had to call about another matter anyway), no problem organizing the refund. Not being able to do it online is an annoying development though, did it with no issues earlier in the year.

 

[justinbrett]

I never knew you could do it online, I thought you had to call.

Also thought it was same calendar day for changes, not 24 hours.

 

[serfty]

I never knew you could do it online, I thought you had to call.

Also thought it was same calendar day for changes, not 24 hours.

There are two Different Scenarios (somewhat overlapping):

1. Same Calendar Day - simple mistake changes

Same Day No Mistake | Qantas

If you make a mistake when booking a flight at qantas.com, we offer a same day change policy to amend the error with no change fee.

www.qantas.com

2. 24 Hours - Cancel for refund

https://www.qantas.com/au/en/manage-booking/cancel-for-any-reason.html

 

[markis10]

I never knew you could do it online, I thought you had to call.

Also thought it was same calendar day for changes, not 24 hours.

There are two different reasons:

Same day no mistake https://www.qantas.com/au/en/manage-booking/same-day-no-mistake.html which has a midnight cut off

And for QFF members cancel for any reason within 24 hours

https://www.qantas.com/au/en/manage-booking/cancel-for-any-reason.html

 

[offshore171]

There are two Different Scenarios (somewhat overlapping):

1. Same Calendar Day - simple mistake changes

And to complete the picture - for this one you have to ring up before midnight, correct? That's how I always understood it.

 

[serfty]

And to complete the picture - for this one you have to ring up before midnight, correct? That's how I always understood it.

Correct ... sometimes easier (if you can) to cancel under scenario 1.

 

[kevrosmith]

And to complete the picture - for this one you have to ring up before midnight, correct? That's how I always understood it.

Whose midnight, I’ve always wondered…?

 

[serfty]

Whose midnight, I’ve always wondered…?

I guess they had a lot of queries as these days the terms are specific:

Contact us before midnight on the day you booked by calling 13 13 13 within Australia or by contacting your local Qantas office. Midnight is specific to the timezone you're in. For example, if you're in Sydney, you'd have until 12AM AEST/AEDT to contact us.

 

[kevrosmith]

I guess they had a lot of queries as these days the terms are specific:

Ah, they must have added that in the 10 years since I last read the T&Cs. Thanks

 

[kangarooflyer88]

24 hour free cancellation applies to flights from any carrier departing to, from or through the United States and departing 7 days or more after booking per the US Department of Transportation Rules:

https://www.transportation.gov/individuals/aviation-consumer-protection/refunds

 

[serfty]

24 hour free cancellation applies to flights from any carrier departing to, from or through the United States and departing 7 days or more after booking per the US Department of Transportation Rules:

https://www.transportation.gov/individuals/aviation-consumer-protection/refunds

True - Qantas are fully aware of this:

https://www.qantas.com/us/en/support/customer-service-plan.html#fare-refunds