I have been trying to get a refund of the taxes for canceled tickets from Qantas for flights canceled last July.
We deactivated the credit card used so have had to send in a stat dec and letters from the bank to have it redirected. Fair enough and we did this.
Since then we have followed up with Qantas numerous times. We have followed all instructions and have now resent the stat dec and letters at least 5 times as each call has a different resolution and we are not actually allowed to speak with the refunds department!
A number of call centre staff have expressed exasperation with the refunds department and have gone into bat for us as they could see that the refunds had not been made.
Oh, and as they call refunds the wait is regularly over an hour.
Additionally, I have contacted the Customer Service area three times and lodged written complaints and again no response.
If anyone has any tips about how to escalate or even talk to someone about such issues I'd appreciate a hand!
Thanks
We deactivated the credit card used so have had to send in a stat dec and letters from the bank to have it redirected. Fair enough and we did this.
Since then we have followed up with Qantas numerous times. We have followed all instructions and have now resent the stat dec and letters at least 5 times as each call has a different resolution and we are not actually allowed to speak with the refunds department!
A number of call centre staff have expressed exasperation with the refunds department and have gone into bat for us as they could see that the refunds had not been made.
Oh, and as they call refunds the wait is regularly over an hour.
Additionally, I have contacted the Customer Service area three times and lodged written complaints and again no response.
If anyone has any tips about how to escalate or even talk to someone about such issues I'd appreciate a hand!
Thanks