Is Qantas deliberately giving incorrect refunds?

[wandering_albatross]

Me: QFF Gold after almost a decade of continuous Platinum.

Issue: Booked UK to Aus return flights for me and family in mixed C/D during double status credit promotion but had to cancel 9 months after booking.

Qantas initially refunded the wrong amount (short by several thousand dollars). I had been worried about this based on other forum posts, so recorded my screen as I cancelled my flights, including the terms and conditions on the Qantas website at the time of cancellation (should have been a £150 cancellation fee per person).

Queue 6 weeks of phone calls, emails, and repeatedly being told that I was wrong and wouldn’t be getting a refund, only to be finally issued a correction refund and 10,000 QFF points as an apology. Every time I was told an internal Qantas policy dictated the refund amount, but I wasn’t allowed to access it. The website I referred the agents to was ‘wrong’ but no one could explain why.

Question: Is Qantas doing this deliberately? How many customers would simply give up and they pocket the profits? Is there something sinister at work? It makes me very reluctant to book with Qantas a long way in the future again.

Any similar experiences?

 

[ChrisMars]

This internall policy being referred to is a concern. If those agents follow that wrong policy, well they feel they do the correct thing, and it s a hard battle.
Plus the auto-refund from cancelling on the website should work too. Concerning.

I had to battle to get a partial tax refund on an award flight, changing LHR-SYD to NCE-LHR-SYD, which cancels the heavy UK departure taxes. The initial agent on the phone got it right, but never got the right money despite trying multiple time to discuss that refund. That is until they decided to listen to the recording. Weird world. Keeping track of payments, refunds and call logs is a necessity those days with Qantas.

 

[MH_fan]

One has to chase up the tax refunds as well. Cancelled an award ticket online. Points refunds didn't happen after a month so rang them and it was processed after a almost a week (when I was told it would happen straight away). Was also told that the taxes would be refunded in a few days. I'm still waiting 6 weeks later (10 weeks from original cancellation time)! Will have to call them again...