Long wait for refund for cancelled reward flights Qantas - a common experience?

MPP2768

Junior Member
Joined
Mar 13, 2020
Posts
11
Hi All,

Just reviewing out travel plans to Europe booked for May , I have booked my Europe tickets using Qantas points all booked under classic reward flights . There are 3 different booking reference nos. as i booked them as the classic award tickets became available as below
Leg 1 Mel-Sin- Mel
Leg 2 Singapore-Doha- Vienna
Leg 3 Paris-Dubai-Singapore
I understand cancellation charges are 6000 points per passenger , does this mean i will be charged 6000X3 points per passenger or juts 6000 points per passenger for all 3 cancellations.
Can we pay cash instead of points for the cancellations? does anyone know how much do 6000 points translate to in terms of AUD

Thanks
 

Lynda2475

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May 1, 2009
Posts
6,125
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My points and taxes havent appeared after the phone call last week, so just sent an email to [email protected] hoping to see my points back. Only a couple of weeks from the date next year I want to rebook, so i need my points available to do so - even if we dont yet know when we can travel, i dont want to miss out on potential J seats.
 

WLGFlyer

Member
Joined
Jul 8, 2013
Posts
245
Received both points and cash back today for a booking I cancelled 4 weeks ago. No intervention from my side, they must be slowly processing the queue.
 
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me-h

Intern
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Jun 30, 2013
Posts
62
In mid-March I used manage my booking to cancel J reward flights to and from USA (as seperate PNRs) scheduled for June and August. Got points and cash back for the August flight home pretty quickly, but not for the June flight there which seemed to be lingering in manage my bookings but with a 20 November date now and saying something about point to point as the departure and arrival destinations. I eventually called the plat line yesterday morning, got through to someone pretty much immediately and who advised that for some reason the flight there had been processed as a flight credit rather than a cancellation and refund. He offered to correct it and processed it as a cancellation/refund, but said it could take up to 6 weeks to see the points and cash. Have been watching to see if at least the points will show up quickly given the experience reported here by a few others, but so far noting after first 36 hours or so.
 

JohnM

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Jun 7, 2006
Posts
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I cancelled over the phone an F/J award on QR PER-DOH/DOH-CDG 😭 on 30 March. Advised "2-4 weeks to complete".

199,300 points (without any 6k point penalty - so far) appeared in my QF account on Saturday (18 April - so just over two weeks after phoning).

I'm yet to see the $512.81 T&C back in my Amex account...

Has anyone had experience of a points/$$ refund synchrony/disconnect? That is to say, any tips on when I need to chase the $$ component?
 

watermelonbrain

Junior Member
Joined
May 20, 2017
Posts
11
Has anyone experienced the following?

I had 4 rewards flights cancelled.

1 flight - received full points back and $$
1 flight - haven't received point or $$ back yet

Here is the strange bit.

2 flights - have received points, but only half of the taxes for each ticket refunded (each booking was for 2 pax, so the refunded tax component is equal to 1 of the 2 pax).

Anyone had similar?
 

Virgin Bart

Established Member
Joined
Nov 19, 2011
Posts
1,409
Has anyone experienced the following?

I had 4 rewards flights cancelled.

1 flight - received full points back and $$
1 flight - haven't received point or $$ back yet

Here is the strange bit.

2 flights - have received points, but only half of the taxes for each ticket refunded (each booking was for 2 pax, so the refunded tax component is equal to 1 of the 2 pax).

Anyone had similar?
Known error for QF. Call them and will be quickly sorted.
 

jeza

Member
Joined
May 22, 2012
Posts
450
Just spoke to QF rep about a refund of a part flown OWA. The total distance of the OWA was approx 33100 miles including non flight segments & I'd already traveled about 15600 miles with a non flight segment of TXL-AMS.

The taxes figure refund quoted in SGD was slightly more than I paid on my last payment & was also informed I'd get a bit over 40000 points back. I do not how they did the calculation for the points refund, just happy to get something back.
 
Last edited:

deejo77

Active Member
Joined
Feb 5, 2012
Posts
971
I canceled two bookings 28 March for flights first week in May. bookings are gone from my account but no points or taxes refunded. Will be calling Friday for an update .
edit : domestic flights within qld on qantas

well update: i rang on the Friday as in my last post and they confirmed flights canceled.

24 April - get an email - saying they are going to cancel my flights - pity I canceled them a month ago!!!

this is for a domestic Brisbane to Cairns trip would hate to have partner airlines or complex itinerary as this is now getting ridiculous.
 

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KingPrawn

Newbie
Joined
Nov 12, 2015
Posts
6
I took the option to cancel through the website on 18th March after significant flight changes to my mid-May OneWorld Classic award. I messaged QF through facebook on 17th April chasing the points and tax refunds. I was informed that "Our refunds team are currently dealing with some backlog, we can see your refund is pending and our team will have this processed as soon as they can."

On 24th April I received an email (as deejo77 posted above) informing me that *they* had to cancel my reservation and the refund would be processed in the next 4 weeks.
 

deejo77

Active Member
Joined
Feb 5, 2012
Posts
971
Back from them cancelling 24/4 - I would say my request was still in the queue
 

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deadweight

Newbie
Joined
Dec 23, 2013
Posts
9
Has anyone cancelled a classic reward flight that was subsequently upgraded with points to business? Do they also refund the points used in the upgrade, not just the original seats?
 

Vee711

Junior Member
Joined
Jan 15, 2017
Posts
16
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Bronze
Virgin
Red
I have a trip booked from BNE-SFO and ORD-BNE (both classic rewards). for Aug-Sept. There was a media release in March from QF saying that the BNE-ORD route launch was postponed and the BNE-SFO route suspended. I called QF last week (they finally offered a callback service) and the customer rep on the other end was not aware of this media release and said that the trip still currently going ahead and is not currently cancelled. My initial thought was that QF is only focusing on the processing the trips up to July and haven't considered flights in August.

Given the current circumstances, it seems extremely unlikely that the international travel ban will be lifted and even more unlikely that travel to the US would be permitted this calendar year.

Would I be better off actively cancelling the trip and incurring the 6,000 points fee or (hopefully) wait for QF to cancel the trip? I presume I would get a FULL refund (points and taxes and whatever else) if QF elects to cancel?
 

DIVIC

Junior Member
Joined
Jan 31, 2013
Posts
32
I have a trip booked from BNE-SFO and ORD-BNE (both classic rewards). for Aug-Sept. There was a media release in March from QF saying that the BNE-ORD route launch was postponed and the BNE-SFO route suspended. I called QF last week (they finally offered a callback service) and the customer rep on the other end was not aware of this media release and said that the trip still currently going ahead and is not currently cancelled. My initial thought was that QF is only focusing on the processing the trips up to July and haven't considered flights in August.

Given the current circumstances, it seems extremely unlikely that the international travel ban will be lifted and even more unlikely that travel to the US would be permitted this calendar year.

Would I be better off actively cancelling the trip and incurring the 6,000 points fee or (hopefully) wait for QF to cancel the trip? I presume I would get a FULL refund (points and taxes and whatever else) if QF elects to cancel?
Hi Vernon,
We had a flight from New Orleans to Brisbane using points on 5 Sept. I rang the centre as the ORD_BNE is postponed, and the lady on the phone said the flight is still confirmed. I told her to check with someone else as that is not the case. She came back and the proceeded to cancel my whole itinerary. The points and taxes were back in our account within a few days. Give them a call and if they cant help, ask them to check with their supervisor.
I am yet to receive anything from a booking Perth to Adelaide return from April. It is still showing point to point.
 

MaryS

Newbie
Joined
Apr 4, 2014
Posts
3
Qantas cancelled a flight of mine to Costa Rica in August, due to the American Airlines sector being cancelled. They emailed me with a voucher, but said to contact them for other options. When I phoned I was immediately offered a full refund, without even asking if that's what I wanted - but I was told the refund would be credited back to my card in 8 - 10 weeks as they have so many to process. Yes that was weeks, I confirmed it!
 

Pushka

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Jan 26, 2011
Posts
29,444
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Qantas cancelled a flight of mine to Costa Rica in August, due to the American Airlines sector being cancelled. They emailed me with a voucher, but said to contact them for other options. When I phoned I was immediately offered a full refund, without even asking if that's what I wanted - but I was told the refund would be credited back to my card in 8 - 10 weeks as they have so many to process. Yes that was weeks, I confirmed it!
I cancelled back in early March and had to wait 6 weeks and that was before everything collapsed so it will continue to build until it has all washed through.
 

Vee711

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Joined
Jan 15, 2017
Posts
16
Qantas
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Red
Hi Vernon,
We had a flight from New Orleans to Brisbane using points on 5 Sept. I rang the centre as the ORD_BNE is postponed, and the lady on the phone said the flight is still confirmed. I told her to check with someone else as that is not the case. She came back and the proceeded to cancel my whole itinerary. The points and taxes were back in our account within a few days. Give them a call and if they cant help, ask them to check with their supervisor.
I am yet to receive anything from a booking Perth to Adelaide return from April. It is still showing point to point.


Thanks that's helpful. I even spent 10minutes explaining to her what the Media Release said and she insisted that the flights were still available and still available for sale. I'll have another go.

Did you get a full refund (points and tax)?
 

bpeteb

Established Member
Joined
May 24, 2011
Posts
2,074
Qantas
Platinum
Qantas cancelled a flight of mine to Costa Rica in August, due to the American Airlines sector being cancelled. They emailed me with a voucher, but said to contact them for other options. When I phoned I was immediately offered a full refund, without even asking if that's what I wanted - but I was told the refund would be credited back to my card in 8 - 10 weeks as they have so many to process. Yes that was weeks, I confirmed it!

For our two cancelled domestic flights advised credit will take the same as you, eight to 10 weeks
 

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