How long did Qantas take to process your refund for cancelled flights?

How long did Qantas take to refund your cancelled flights?

  • Less than 4 weeks

    Votes: 37 18.2%
  • 5 weeks

    Votes: 4 2.0%
  • 6 weeks

    Votes: 6 3.0%
  • 7 weeks

    Votes: 5 2.5%
  • 8 weeks

    Votes: 14 6.9%
  • 9 weeks

    Votes: 4 2.0%
  • 10 weeks

    Votes: 21 10.3%
  • 11 weeks

    Votes: 11 5.4%
  • 12 weeks

    Votes: 5 2.5%
  • more than 12 weeks

    Votes: 104 51.2%

  • Total voters
    203

RAM

Established Member
Joined
Jan 30, 2011
Posts
3,358
I feel sorry for you without a refund for more than 12 weeks. You should try 35 months, yes 35 months. Purchased tickets,Perth to Melb, Brisbane return to Perth 26.07.2019-well before Covid 19 hit the world. Flights cancelled by Qantas for May 2020. Sent many requests via Qantas FF. The only computer response "we will get back to you"".
Finally had a phone contact by me to pay two tickets to Melb for August this year. I spoke with a nice call centre lady from Auckland who fixed up the payments from my credit pass.
Now what do I do to get the balance of my credit prior to 31.12.2022 of only $378? Any tips on the right email to get some action please?
It reminds me of Qantas the wombat airline, as soon as it goes wrong they retreat back into the burrow and wait to it all passes!!!!!!
Any help and contacts please
As your flight was cancelled in May 2020 (as you mention above) then that is 25 months past, date of booking may have been 35 months ago but that was not when you began seeking a refund.

As you accepted a 'flight credit' and subsequently cashed most of it in - then by law (AFAIK) you are no longer entitled to seek a refund. Up until then you could have - especially if you paid by credit card.
 
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siri

Member
Joined
Apr 19, 2006
Posts
156
As your flight was cancelled in May 2020 (as you mention above) then that is 25 months past, date of booking may have been 35 months ago but that was not when you began seeking a refund.

As you accepted a 'flight credit' and subsequently cashed most of it in - then by law (AFAIK) you are no longer entitled to seek a refund. Up until then you could have - especially if you paid by credit card.
Qantas had only flight credit tab on their web site but no refund button even though cancel flight had no restrictions.. Had to use flight credit and you need to call the call centre and ask for full refund for the return flight to london which they paid almost half after 6 months. BTW ret flight was canceled by qantas South African call centre with out a request from us.
 

RAM

Established Member
Joined
Jan 30, 2011
Posts
3,358
Qantas had only flight credit tab on their web site but no refund button even though cancel flight had no restrictions.. Had to use flight credit and you need to call the call centre and ask for full refund for the return flight to london which they paid almost half after 6 months. BTW ret flight was canceled by qantas South African call centre with out a request from us.
That was then superceded by the ACCC enforcing that Q had to issues refunds if requested, and the genesis of this thread...
 

siri

Member
Joined
Apr 19, 2006
Posts
156
Wouldn’t it better if ACCC mandated to Q about having a decent web site with proper tools to get a refund? To me Q web site is deceptive and as such come under deceptive marketing..
 

RAM

Established Member
Joined
Jan 30, 2011
Posts
3,358
Wouldn’t it better if ACCC mandated to Q about having a decent web site with proper tools to get a refund? To me Q web site is deceptive and as such come under deceptive marketing..
..only after the mid-teen number of senior ACCC public servants relinqush their Chairman's Club memberships...

Do a search on that story.
 

ferntree

Member
Joined
Nov 9, 2015
Posts
334
Qantas
Platinum
Virgin
Platinum
Still waiting after 9 months. Worth the loss though as it's incentivised me to change to Virgin where possible. Average wait for a refund to travelbank: 2 minutes.
 

mooreat80

Newbie
Joined
Jun 2, 2022
Posts
6
As your flight was cancelled in May 2020 (as you mention above) then that is 25 months past, date of booking may have been 35 months ago but that was not when you began seeking a refund.

As you accepted a 'flight credit' and subsequently cashed most of it in - then by law (AFAIK) you are no longer entitled to seek a refund. Up until then you could have - especially if you paid by credit card.
My first request was 18.02.2022 for a refund. Still waiting on a reply from my request. Every month since then I have sent a request for refund. Not one reply from Qantas to any of the requests. Pleasant on the email just requesting a refund. Also pointed out that my original booking Ref No was xx_xx_ (6 digits) and now changed to a Qantas travel pass with xx_xx_xx (8 digits). manage my booking log into the booking ID would not let the Original Ref, tried the new Ref of 8 digits. Neither would be accepted.
I suppose as you mentioned if you have used part of the credit pass then stiff bickies to the balance you are unable to use. In that light I wonder how many others have been sucked in with this. A good money earner from Qantas working within the AFAIK. After being a FF member for just on 30 years and used only Qantas where possible it would appear they are not interested in their customers. Also when the went on the Stock Market I brought shares as part of my support.
 

ferntree

Member
Joined
Nov 9, 2015
Posts
334
Qantas
Platinum
Virgin
Platinum
I suppose as you mentioned if you have used part of the credit pass then stiff bickies to the balance you are unable to use. In that light I wonder how many others have been sucked in with this.

Me for one. 😒
 

RAM

Established Member
Joined
Jan 30, 2011
Posts
3,358
I suppose as you mentioned if you have used part of the credit pass then stiff bickies to the balance you are unable to use. In that light I wonder how many others have been sucked in with this. A good money earner from Qantas working within the AFAIK.
You can still spend the balance - even if you do not want to fly then you can try someone else where you work, or a neighbour or a friend etc.

Many ways left to use up the balance - even if none of the above then try a local charity...
 

CaptJCool

Established Member
Joined
May 31, 2012
Posts
2,136
My first request was 18.02.2022 for a refund. Still waiting on a reply from my request. Every month since then I have sent a request for refund. Not one reply from Qantas to any of the requests. Pleasant on the email just requesting a refund. Also pointed out that my original booking Ref No was xx_xx_ (6 digits) and now changed to a Qantas travel pass with xx_xx_xx (8 digits). manage my booking log into the booking ID would not let the Original Ref, tried the new Ref of 8 digits. Neither would be accepted.
I suppose as you mentioned if you have used part of the credit pass then stiff bickies to the balance you are unable to use. In that light I wonder how many others have been sucked in with this. A good money earner from Qantas working within the AFAIK. After being a FF member for just on 30 years and used only Qantas where possible it would appear they are not interested in their customers. Also when the went on the Stock Market I brought shares as part of my support.
The key here is from what you said it’s a Qantas Pass.

this is in essence a payment method so remains valid for ANY future booking Upto the expiry date which is probably 12/23...

please avoid confusing them with ordinary flight credits which are different
 

kaktusdigital

Member
Joined
Jul 30, 2015
Posts
243
Cancelled an economy OWA (132,000 points + $960 in fees & taxes) on Saturday night. Points returned Monday morning, fees refunded to my Amex Tuesday afternoon.
Had to cancel a recent award flight with CX via QF. Refund of taxes + points around the same timing as you, thought i was dreaming.
 

Leroy

Newbie
Joined
Sep 14, 2020
Posts
9
Had a Rewards Flight cancelled by Qantas in March which I had to then pay extra to find a suitable replacement. Nothing refunded so chased it up upon my arrival after my holiday in April.

4 times I've called, 4 times I've given all of the details I've received from them. Every time I call to give the separate reference numbers raised for this specific refund they either can't find it or get so confused between points and cash that they just raise a new reference and give me those details.

After mass confusion they were then about to cancel a current booking I have and refund it thinking this was the flight I was talking about based off nothing other than it must have been the only reference in my name (meaning all of the other references either weren't logged or just deleted). Even after I gave all of the details which were completely different. Just no idea what is going on.

After another call yesterday I was assured everything would be back in 24-48 hours..... We'll see.
 

JU581

Newbie
Joined
Mar 21, 2020
Posts
9
Waiting now 14 weeks for a cancelled classic reward. I got through to Suva call centre, they don't know how to escalate refunds as they are "new". They will "email someone". You cannot even complain or "feedback" through their website because there is no PNR. It is like Qantas wants to deliberately burn all company goodwill...
 

Mrmrbagley

Junior Member
Joined
Jun 6, 2021
Posts
29
I purchased domestic flights in August last year for flights in October which got cancelled and converted into flight credit. I then rebooked in Jan for February flights which also got cancelled. At this point they told be 2 of my flight legs would be refunded to my original credit card and 1 would be reissued as a travel pass.
I got the travel pass.
The credit took over 14 weeks and although at the time of the call my closed credit card account was still active my the time the refund was issued it was terminated and the refund bounced back.
I have called multiple times to get my money.
Last month they told me they could not refund it to a different credit card but would issue as a Travel pass and receive with 3 business days - I got nothing.
Today they tell me that they are not able to refund to a different card or give me a travel pass. They offered a flight credit but the lady on the phone could not generate the credit. She told me that I have to get my bank to contact them and then hung up on me!
I am really sick of this and I don't know what else to do. It is my money and they can see that the refund bounced back.
Any suggestions??????
 

siri

Member
Joined
Apr 19, 2006
Posts
156
I purchased domestic flights in August last year for flights in October which got cancelled and converted into flight credit. I then rebooked in Jan for February flights which also got cancelled. At this point they told be 2 of my flight legs would be refunded to my original credit card and 1 would be reissued as a travel pass.
I got the travel pass.
The credit took over 14 weeks and although at the time of the call my closed credit card account was still active my the time the refund was issued it was terminated and the refund bounced back.
I have called multiple times to get my money.
Last month they told me they could not refund it to a different credit card but would issue as a Travel pass and receive with 3 business days - I got nothing.
Today they tell me that they are not able to refund to a different card or give me a travel pass. They offered a flight credit but the lady on the phone could not generate the credit. She told me that I have to get my bank to contact them and then hung up on me!
I am really sick of this and I don't know what else to do. It is my money and they can see that the refund bounced back.
Any suggestions??????
Call the cc or bank and as for a charge back..
 
Joined
May 1, 2020
Posts
464
Qantas
Gold
The credit took over 14 weeks and although at the time of the call my closed credit card account was still active my the time the refund was issued it was terminated and the refund bounced back.
Are you confident it bounced back? Have you tried contacting the card issuer?

In my experience (ANZ, NAB, Westpac) cards usually accept refunds no problem up to a year after they're cancelled. I then call up the bank and they have no issue direct crediting me the refund that hit an already-closed card. I suppose it's possible your bank is different though.
 

Mrmrbagley

Junior Member
Joined
Jun 6, 2021
Posts
29
Are you confident it bounced back? Have you tried contacting the card issuer?

In my experience (ANZ, NAB, Westpac) cards usually accept refunds no problem up to a year after they're cancelled. I then call up the bank and they have no issue direct crediting me the refund that hit an already-closed card. I suppose it's possible your bank is different though.
I have called the bank and they tell me that the account was totally closed and that I need to ask Qantas to reissue the refund to the new card. Qantas say it us their policy not to do that.

Qantas was actually the ones who confirmed to me that it bounced back as they can see the refund was immediately reversed.

Perhaps I will have another go with the bank. I am just getting tired of wasting time when all parties agree that the money is rightfully mine
 
Joined
May 1, 2020
Posts
464
Qantas
Gold
I have called the bank and they tell me that the account was totally closed and that I need to ask Qantas to reissue the refund to the new card. Qantas say it us their policy not to do that.

Qantas was actually the ones who confirmed to me that it bounced back as they can see the refund was immediately reversed.

Perhaps I will have another go with the bank. I am just getting tired of wasting time when all parties agree that the money is rightfully mine
In that instance I suspect a chargeback would be the easiest solution as suggested by @siri, although I'm unsure if that's actually possible if the account is closed.
 

RAM

Established Member
Joined
Jan 30, 2011
Posts
3,358
I have called the bank and they tell me that the account was totally closed and that I need to ask Qantas to reissue the refund to the new card. Qantas say it us their policy not to do that.

Qantas was actually the ones who confirmed to me that it bounced back as they can see the refund was immediately reversed.

Perhaps I will have another go with the bank. I am just getting tired of wasting time when all parties agree that the money is rightfully mine
Contact your local equivalent of Fair Trading & lodge a formal complaint.
 
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