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

MPP2768

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Mar 13, 2020
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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
 

ChrisW.

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Cancelled a classic reward for 2 on Wednesday, got the points back for PAX 1 within a few hours but still waiting for the points for PAX 2 to come back. Weird that they aren't processed at the same time as it was on one PNR.
Wonder if the same will apply to the tax, refund for PAX 1 before PAX 2.
 

ksthommo

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Cancelled Reward Booking JQ91 DPS/CNS 27JUL20 in April 2020.
Finally got the IDR refunded back to my credit card in December 2020 after a few emails.
Took another couple of emails to get the 14,400 points refunded this month.
 

sudoer

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Cancelled a classic reward for 2 on Wednesday, got the points back for PAX 1 within a few hours but still waiting for the points for PAX 2 to come back. Weird that they aren't processed at the same time as it was on one PNR.

You will probably need to call to get the 2nd pax points refunded:


Wonder if the same will apply to the tax, refund for PAX 1 before PAX 2.

Taxes for both pax arrived for me on the same day, approx two weeks after cancelling.
 

aikman

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As a data point, I cancelled an award booking (4 pax) on Day 1.
Points for 1 pax was refunded on Day 29.
Points for the other 3 pax was refunded on Day 37.
Taxes was refunded for all 4 pax on Day 38.
I did not follow up or call Qantas.
 
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sudoer

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As a data point, I cancelled an award booking (4 pax) on Day 1.
Points for 1 pax was refunded on Day 29.
Points for the other 3 pax was refunded on Day 37.

Wow, that's an unusually long way for the pax 1 refund. Was that a recent experience?
 

jaseb

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I have a QF Reward booking for October 2021 - 2x pax in J Melb-Europe return.
There have been some changes to the booking, I can "accept" or "cancel/modify" the changes in the MMB page.
If I cancel the booking, the message I receive is that I will receive a flight credit voucher as opposed to a refund. Is this common? I was under the impression that cancellation of a Reward booking resulted in a dollar refund of taxes and all points refunded also. Thanks in advance
 

sydneyboi

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I have a QF Reward booking for October 2021 - 2x pax in J Melb-Europe return.
There have been some changes to the booking, I can "accept" or "cancel/modify" the changes in the MMB page.
If I cancel the booking, the message I receive is that I will receive a flight credit voucher as opposed to a refund. Is this common? I was under the impression that cancellation of a Reward booking resulted in a dollar refund of taxes and all points refunded also. Thanks in advance
you will need to call them and they can sort its out, I was had the same situation but for December... just hope by Jan/Feb next year we can leave the country without having to quarantine on the way back
 

risaka

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I had the same situation which required me to call Qantas to refund the points for the 2nd passenger. They refunded the points on the spot.

Now I'm waiting for the $ portion to be refunded back. They say it will take approx 8 weeks from day of cancellation.
 

Captain Halliday

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I’ve also had the long wait for refund of tax component of a Classic Flight Reward. Unreasonable, but not unexpected.

However, I’m also having issues with the points.

In September I cancelled a Oneworld Classic Flight Award for 3 pax.

Points for 1 pax were returned immediately. Had to chase QF for the remaining points.

Last week I cancelled a single sector Classic Award for 3 pax and again, points have only been refunded for 1 pax.

A quirk of my account or common experience?
 

BriarFlyer

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Common experience, from what I've been seeing on AFF. I've had 2 cancellations for multiple passengers, and each time was refunded the points for 1 pax only. A phone call resulted in immediate refund of the points, with the dollars arriving ~8 weeks later (for both pax, no problems there.)
 

sudoer

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Aus ATC

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Opposite problem here - we recently cancelled the 2nd leg of an itinerary booked for my "aunt", after she flew the first leg. All points for the booking were promptly refunded. No sign of the fines/taxes being refunded yet, but at this stage I'm not inclined to chase it up. For the moment I am assuming the inherent delays in the process are in play and QF will eventually reconcile things.........
 

sudoer

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we recently cancelled the 2nd leg of an itinerary booked for my "aunt", after she flew the first leg.

If this was a classic award booking I'm surprised you got anything back at all. I was of the understanding no changes or cancellations were allowed after the first leg had been flown.

Screenshot_20210412-211946.png
 

PineappleSkip

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Yeah, I cancelled a classic reward booking 24 Feb 2020, and forgot it (left it off my lengthy refund list). QF refunded it over a year later, on 30 Mar 2021. Forgotten refunds are like pennies from heaven :)

cheers skip
 
Last edited:
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Cancelled a classic reward for 2 on Wednesday, got the points back for PAX 1 within a few hours but still waiting for the points for PAX 2 to come back. Weird that they aren't processed at the same time as it was on one PNR.
Wonder if the same will apply to the tax, refund for PAX 1 before PAX 2.

I had the same situation which required me to call Qantas to refund the points for the 2nd passenger. They refunded the points on the spot.

Now I'm waiting for the $ portion to be refunded back. They say it will take approx 8 weeks from day of cancellation.

I’ve also had the long wait for refund of tax component of a Classic Flight Reward. Unreasonable, but not unexpected.

However, I’m also having issues with the points.

In September I cancelled a Oneworld Classic Flight Award for 3 pax.

Points for 1 pax were returned immediately. Had to chase QF for the remaining points.

Last week I cancelled a single sector Classic Award for 3 pax and again, points have only been refunded for 1 pax.

A quirk of my account or common experience?

I recently contacted Qantas to follow up on the issue of only 1 passenger on multi-passenger Classic Flight Reward bookings receiving a refund, which has been widely reported on this and various other AFF threads.

Qantas told me that they have identified a "temporary issue" affecting some multi-passenger award bookings which has now been fixed. They also said that they've not recently been contacted by members about this particular issue, and that all outstanding refunds for subsequent passengers on multi-passenger bookings have now been processed.

For members who experienced this problem, have you now received a full refund for all remaining passengers on your booking/s?
 

Captain Halliday

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I recently contacted Qantas to follow up on the issue of only 1 passenger on multi-passenger Classic Flight Reward bookings receiving a refund, which has been widely reported on this and various other AFF threads.

Qantas told me that they have identified a "temporary issue" affecting some multi-passenger award bookings which has now been fixed. They also said that they've not recently been contacted by members about this particular issue, and that all outstanding refunds for subsequent passengers on multi-passenger bookings have now been processed.

For members who experienced this problem, have you now received a full refund for all remaining passengers on your booking/s?
Nothing has changed for me.

Points are refunded for 1 PAX in 24-48 hours.

Points for any addition PAX have to be chased up.

In my experience, the cash component always has to be chased up and they're not interested until the full 12 weeks have passed. :mad:

My last experience with this was less than a fortnight ago and the rep (premium line, HBA) was well aware of the issue.

Their claim that: all outstanding refunds for subsequent passengers on multi-passenger bookings have now been processed is simply not true. (my bolding)
 
Last edited:

Berlin

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The cash component always have to be chased up and they're not interested until the full 12 weeks have passed. :mad:
Not true- twice I had to chase (many times over in one case), however twice I received the cash component back after around 10 weeks or so without any action from my side.
 

Captain Halliday

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Not true- twice I had to chase (many times over in one case), however twice I received the cash component back after around 10 weeks or so without any action from my side.
Sure. I've edited to clarify that in my experience...
 

stryker

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Well, this all makes VA look extremely good!

I cancelled a VA reward booking a couple of weeks ago (due to an unacceptable schedule change) and the points were back in my account almost immediately, and the taxes, etc were back on my credit card within a couple of days. Oh, and the extremely pleasant and helpful agent answered the phone within a minute.

Why can't the great Qantas be more like this?
 

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