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

sudoer

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Feb 23, 2015
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did you cancel online or on the phone?
Qantas cancelled my booking first - a SYD-ZQN return classic award - on 21 July, and sent an email with the below content:

Hello MR SUDOER,
Important Information about your flight
We've made further network changes in response to Coronavirus and various government travel restrictions.

As a result we've had to cancel your flight QF181 from Sydney at 7:40AM on xOct2020.

The value of your ticket has been stored as a Flight Credit. Your Flight Credit has an expiry date of 31 December 2022 and you won't be charged any change fees on rebooking. We'll email your Flight Credit details soon, and it will also outline how to access other options available to you (including a refund).

If your booking contained a Classic Reward or Qantas Points redemption, Qantas Points will be returned to your Qantas Frequent Flyer account, and any cash component will be refunded or placed in credit, depending on your booking.

We'll be processing these as soon as possible, however due to unprecedented volumes this may take longer than usual.
I hadn't heard anything two weeks later so I called the premium line to check if the refund was automated - they said it wasn't, and that they needed to kick it off. The rep confirmed the PNR details and my credit card number for the refund, then put it into the queue and told me 8-10 weeks :rolleyes:

The whole refund process was very smooth though, I called at 7am on a weekend and got through in just a few minutes. I now feel more comfortable making speculative bookings for next year.
 
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VPS

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Qantas cancelled my booking first - a SYD-ZQN return classic award - on 21 July, and sent an email with the below content:



I hadn't heard anything two weeks later so I called the premium line to check if the refund was automated - they said it wasn't, and that they needed to kick it off. The rep confirmed the PNR details and my credit card number for the refund, then put it into the queue and told me 8-10 weeks :rolleyes:

The whole refund process was very smooth though, I called at 7am on a weekend and got through in just a few minutes. I now feel more comfortable making speculative bookings for next year.
It's been four business days and I cancelled online because they had changed my flights so often and there is no hope of me going to Perth any time soon and the last iteration instead of direct ADL PER was ADL Alice Springs MEL PER :p
 

Matt_01

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Mar 12, 2016
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Some seem to be doing alright, I cancelled the last of my QF trips in the last couple of weeks of May. After contacting QF at the end of June the points were returned. Another email to QF last week enquiring about the refund as it was past 10 weeks and I have been advised (received a confirmation email) that the remaining trips have been cancelled and the refund to the credit card may take another 10-15 days.
 
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ChrisMars

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Sep 16, 2017
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Data point: Qantas Domestic Classic flight rewards booked 6 July, travel date 8 August, cancelled by choice via Phone the 19 July, points back the 6 August, tax refunded the 7 August, and visible on my Credit Card portal the 11 August, minus the cc surcharge.
 
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sambo

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Joined
Jun 2, 2004
Messages
86
I just wanted to feed back my experience in getting a refund from Qantas here - it just happened at exactly the 11 week mark for me.

Was not an easy process though - I called several times after the 8 week mark to follow up, and the response was always to just wait longer. They would not give many any written acknowledgement that this process was underway though.

At the 10 week mark I called again, got the same response, got frustrated and lodged a chargeback dispute with Amex.

3 days later I got a call from a Qantas rep apologising for the delay, and offering to keep my refund as account credit with Qantas with a 10% bonus applied! I politely declined and insisted on a refund acknowledgment email that day, which the agent agreed to, and 4 days later I saw the refund on my credit card.

Has been a frustrating experience, but got there in the end.
 

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