briancassey
Newbie
- Joined
- Nov 20, 2013
- Posts
- 7
RE: Cyclone Jasper Q Refunds … NOT Received
Boy … do I need some help please ?
On the 12th of October 2023 I booked return flights for a family Xmas trip from Cairns to Sydney and return via Orange … booking reference numbers <redacted> & <redacted>.
Very sadly, in mid December Cairns was severely impacted by destructive tropical Cyclone Jasper and it’s aftermath … and I suffered a fractured T2 vertebrae during the storm period. (documented at Cairns Hospital)
Cairns … including a closed airport … was impacted by major flooding … and I was unable to fly anyway because of a sever back injury.
Thankfully, I thought, Qantas opted to fully refund those passengers impacted by the disaster. I rang Qantas to apply for the refund of the out and back return flights on the 19th of December … two days before the cutoff. The flights were cancelled and disappeared form my account, whilst I was VERY clearly informed that I would receive a full refund of both legs totalling just over 1000 dollars ( <redacted> - minus credit card fees).
I waited patiently for the refund over Xmas … and absolutely nothing happened !
(NB … payment for both the out and back flights were made on my Diners Card. As Diners is exiting the Australia market at the end of this month I asked if the refund could be made to another card (a Qantas card ending in 0713) … and the rep took my Q card details and confirmed the refund (of just over $1000) would be paid to that card.)
I again waited patiently for the refund over Xmas … and absolutely nothing happened !
Last Wednesday the 27th December I rang again to enquire on the status of the $1000+ refund … went through the entire story yet again. The rep sounded extremely confused about the entire scenario … she said, for some reason I could not understand, she would have to create a new booking number and came up with <redacted> ! She promised to rang back with details of refund etc but did not … !!!
Later that day I received a Qantas email stating “<redacted> - Your Refund Has Been Processed”
So … yet again I patiently checked for the refund of $1000+ … and again NOTHING HAPPENED !
(Just in case … I continually checked both my Diners and Q card accounts for the credit to no avail.)
TODAY the 2nd January 2024 I phoned yet again …
After going through he story yet again I was told that the refund HAD been paid (on the 27th) which CLEARLY wasn’t the case. The rep INSISTED it had.
So … I went through the story right from the beginning yet AGAIN using the three booking references <redacted>, <redacted> & <redacted>.
I was put on hold and eventually the rep returned to say that I HAD received a refund for <redacted> ($480) … and worse … I would not be receiving a refund at all for <redacted> ($614.78) saying it was against their “terms and conditions”. To say the least I was FURIOUS (and still am !)
I have not received one cent of a refund !
She was NOT at all inclined to listen and acknowledge the preposterous notion of refunding the outward leg of the journey but not the return leg !!
… and … I CLEARLY stated to this third rep that the refund of both legs had been verified and CONFIRMED in my initial call of the 19th December.
I asked to speak to a supervisor … I asked to be transferred to someone with more authority etc.
I was just told over and over that this was not possible.
In the end the exchange was totally pointless and I had no choice but to end the call.
So … the upshot of all this at the moment is Qantas still owes me $1000+ (the bookings are not now listed on my account) and I’m no closer to getting it back !! I have already spent many wasted hours on the phone … and my blood pressure is at dangerous levels !
BY the way ... I looked at filling in the Q Customer Care Form ... withe drop down menus preventing nothing more than very basic comments and complaints ... and designed for only ONE booking number at a time ... it is impossible to file a complaint that involves multiple booking numbers ... and the most relevant details around ones case. !
Suggestions of how to proceed next would be VERY appreciated … ???
(NB ... this follows a debilitating several months ongoing battle in 2023 to get credited missing ff points!
Brian <redacted> Gold FF <redacted>
<redacted>
Boy … do I need some help please ?
On the 12th of October 2023 I booked return flights for a family Xmas trip from Cairns to Sydney and return via Orange … booking reference numbers <redacted> & <redacted>.
Very sadly, in mid December Cairns was severely impacted by destructive tropical Cyclone Jasper and it’s aftermath … and I suffered a fractured T2 vertebrae during the storm period. (documented at Cairns Hospital)
Cairns … including a closed airport … was impacted by major flooding … and I was unable to fly anyway because of a sever back injury.
Thankfully, I thought, Qantas opted to fully refund those passengers impacted by the disaster. I rang Qantas to apply for the refund of the out and back return flights on the 19th of December … two days before the cutoff. The flights were cancelled and disappeared form my account, whilst I was VERY clearly informed that I would receive a full refund of both legs totalling just over 1000 dollars ( <redacted> - minus credit card fees).
I waited patiently for the refund over Xmas … and absolutely nothing happened !
(NB … payment for both the out and back flights were made on my Diners Card. As Diners is exiting the Australia market at the end of this month I asked if the refund could be made to another card (a Qantas card ending in 0713) … and the rep took my Q card details and confirmed the refund (of just over $1000) would be paid to that card.)
I again waited patiently for the refund over Xmas … and absolutely nothing happened !
Last Wednesday the 27th December I rang again to enquire on the status of the $1000+ refund … went through the entire story yet again. The rep sounded extremely confused about the entire scenario … she said, for some reason I could not understand, she would have to create a new booking number and came up with <redacted> ! She promised to rang back with details of refund etc but did not … !!!
Later that day I received a Qantas email stating “<redacted> - Your Refund Has Been Processed”
So … yet again I patiently checked for the refund of $1000+ … and again NOTHING HAPPENED !
(Just in case … I continually checked both my Diners and Q card accounts for the credit to no avail.)
TODAY the 2nd January 2024 I phoned yet again …
After going through he story yet again I was told that the refund HAD been paid (on the 27th) which CLEARLY wasn’t the case. The rep INSISTED it had.
So … I went through the story right from the beginning yet AGAIN using the three booking references <redacted>, <redacted> & <redacted>.
I was put on hold and eventually the rep returned to say that I HAD received a refund for <redacted> ($480) … and worse … I would not be receiving a refund at all for <redacted> ($614.78) saying it was against their “terms and conditions”. To say the least I was FURIOUS (and still am !)
I have not received one cent of a refund !
She was NOT at all inclined to listen and acknowledge the preposterous notion of refunding the outward leg of the journey but not the return leg !!
… and … I CLEARLY stated to this third rep that the refund of both legs had been verified and CONFIRMED in my initial call of the 19th December.
I asked to speak to a supervisor … I asked to be transferred to someone with more authority etc.
I was just told over and over that this was not possible.
In the end the exchange was totally pointless and I had no choice but to end the call.
So … the upshot of all this at the moment is Qantas still owes me $1000+ (the bookings are not now listed on my account) and I’m no closer to getting it back !! I have already spent many wasted hours on the phone … and my blood pressure is at dangerous levels !
BY the way ... I looked at filling in the Q Customer Care Form ... withe drop down menus preventing nothing more than very basic comments and complaints ... and designed for only ONE booking number at a time ... it is impossible to file a complaint that involves multiple booking numbers ... and the most relevant details around ones case. !
Suggestions of how to proceed next would be VERY appreciated … ???
(NB ... this follows a debilitating several months ongoing battle in 2023 to get credited missing ff points!
Brian <redacted> Gold FF <redacted>
<redacted>
Last edited by a moderator:
