Incredible problems getting a refund from Qantas | Australian Frequent Flyer
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Incredible problems getting a refund from Qantas

RSD

Active Member
Joined
Feb 13, 2010
Messages
507
Has anyone else had to go through a ridiculous amount of time and process to get a refund of a ticket from Qantas? According to an email I received from QF the refund was processed on the 5th of March, but despite my best efforts and those of Nicky at the QF call centre in Hobart to get it sorted out it seems like the refunds department keep stuffing up and the payment doesn't happen. It is getting rather frustrating to say the least!
 

Pushka

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Joined
Jan 26, 2011
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Yes have experienced this. You have to keep calling and eventually it will happen. It gets stuck in a queue.
 

Jeannene

Newbie
Joined
Apr 19, 2019
Messages
4
Has anyone else had to go through a ridiculous amount of time and process to get a refund of a ticket from Qantas? According to an email I received from QF the refund was processed on the 5th of March, but despite my best efforts and those of Nicky at the QF call centre in Hobart to get it sorted out it seems like the refunds department keep stuffing up and the payment doesn't happen. It is getting rather frustrating to say the least!
I am ex QF staff. If the ticket was paid in AUD it should be fairly straight forward. If travel commenced in another country and ticket was paid in another currency and converted to AUD can take some time. If partially travelled ticket can also slow up the process or if your form of payment changed since you paid for ticket this can slow things down as well.

If just a straight forward booking and refund should be fairly instant. Stay on line with them until processed and ask them the steps they are taking and where is it in the the processs que. Good luck
 

RSD

Active Member
Joined
Feb 13, 2010
Messages
507
Cheers Jeannene. It was paid in AUD for travel from Melbourne to Denpasar & return - the complicating factor seems to be that it was paid using BPay. They have my account details (which have been verified as correct numerous times) but it seems to get stuck in a queue.
 

FrustratedQP

Member
Joined
Dec 9, 2011
Messages
177
Yes, recently. Paid by credit card, 2 pax, one PNR, one was refunded not the other. Used Qantas Chat and was informed that she could see that only one pax had been actioned and that she would fix it and that it would take up to 14 days. 21 days later no sign of the refund. Qantas Chat again, confirms that there was still one pax refund outstanding. Back into account within three days.
 

Quickstatus

AFF Supporter
Joined
Oct 13, 2013
Messages
7,077
Yes I’ve had that issue for an international ticket.
The good thing is that QF is quite upfront about the fact that it’s stuck in the queue and they can see it. I much rather that than an airline giving the run around like some LCC.
Have never been able to discern what the roadblocks may be.
 

kermatu

AFF Supporter
Joined
May 27, 2012
Messages
5,837
It's a frequent and well known rort in my opinion. My cc is charged within seconds, but refunds take weeks and - in my experience - almost always require at least one call to chase. I've had all the excuses even for absolutely straight-forward domestic QF flights: "stuck in the queue"; "couldn't identify the credit card to refund to"; "waiting for a 3rd party". All rubbish.

I'm sceptical on the complicated ticket/scenarios excuses too. Whether by design or not I'm sure any company is happy to pocket money for longer and have some people forget or not bother to chase.

As others have said, just keep hassling.
 

defurax

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Joined
Jun 27, 2012
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I've always thought the slow reimbursement process was a ploy to get people to accept a flight voucher instead. Most people, I believe, are unaware that vouchers tend to have many restrictions. Usually for work I book fully flexible Y and the agents always seem bemused that I'm allowed full refund without any fees/penalties. Makes me wonder how many people book Flex Y. But yes, QF are a pain to deal with for refunds, especially if the ticket origin is outside Australia.
 

RSD

Active Member
Joined
Feb 13, 2010
Messages
507
A quick update - almost two months after the ticket was cancelled the funds finally hit my bank account late today! I would hate to think how many hours on the phone it has taken! :(
 

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