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

MPP2768

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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
 

Matt_01

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These are the details for my cancelled bookings; flight cancelled 10 Mar (over the phone and a few days before everything turned to worms), points returned 7 Apr, no penalty, still waiting for CC refund but this to a different CC and had to do the stat dec thing. Another flight cancelled 30 Mar (MMB) points returned 1 Apr, no penalty, CC refund 5 Apr. My take on the situation is that QF are slowly starting to get over the 'oh s#!t' moment and the initial flood of cancellations.

@laf2er that off line point to offline point is pretty much standard. I had to many (approximately 40) in my account that they could not all be displayed.
 

DrAndyC

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I have cancelled 3. All online. About 3 weeks ago
1. LHR-SYD in F - points refunded in 24 hours (with a 6000pt fee) and monies back in about 72 hours
2. YYC-LHR in J (BA) - points refunded after 2.5 weeks and monies received 4 days after that (no 6000 pts fee)
3. AKL-LAX in J (TN) - points refunded after 3 weeks (yesterday) and monies still not received. (no 6000 pts fee).
 

Carlton3

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I did check other pages but couldn't find this, but I'm sure it must have already come up in the forum.
When I went to cancel my OWA booking for July online, there's a "Cancel/Voucher" red button. Then on the next page you have to click on “voucher” to get the red “next” button. But I don’t want a voucher for the taxes & charges, I want a refund to my credit card. Do I ignore that & click on “voucher” to get to the “next" button & I’ll get my points back & the taxes & changes refunded to my credit card.
 

Matt_01

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This is what I was provided which just seems ridiculous..!! WTF does it stand for other then the funds part?

[email protected]
Who cares what the email address is if it gets to the correct team. I would suggest that it is an internal mailbox that means nothing to an outsider and under normal circumstances when you are asked to send details to "[email protected]" it is just internally redirect to the "shrqetrefunds@" mailbox for action.

I work for a large multinational and we have customer facing emails such as "[email protected]", "[email protected]" etc. the catchalls, shared/ team mailboxes, internal distribution list that sit behind these can be mind boggling to the internal staff.

QF asking the customer to send details to what seems "WTF does it stand for" email is most likely ensuring it get to the most appropriate team in a time efficient manner. Just my thoughts.
 
Last edited:

jeza

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I just cancelled a SIN-PER Classic Reward for late June.

The cancellation page for me was updated to read as follows


Further data point.

50K points back in QFF account, now just waiting on the fees & taxes.
 

mrmerc500

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Who cares what the email address is if it gets to the correct team. I would suggest that it is an internal mailbox that means nothing to an outsider and under normal circumstances when you are asked to send details to "[email protected]" it is just internally redirect to the "shrqetrefunds@" mailbox for action.

I work for a large multinational and we have customer facing emails such as "[email protected]", "[email protected]" etc. the catchalls, shared/ team mailboxes, internal distribution list that sit behind these can be mind boggling to the internal staff.

QF asking the customer to send details to what seems "WTF does it stand for" email is most likely ensuring it get to the most appropriate team in a time efficient manner. Just my thoughts.

Fair enough & interesting insight, certainly something that’s more mind boggling than initially thought...

The QF process to the customer is long winded, thankfully Amex confirmed they still accept credits for upto a year after account closure, you simply call them & they will issue the direct credit to your bank account.
 

kpc

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I cancelled my flights Syd-Hkg-Lhr-Kef; Kef-Lhr-Sin-Syd online last Sunday (5th April) and slowly all the legs have disappeared from manage my booking....but no sign of points or taxes back as yet. :(
 

Carlton3

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I emailed Qantas yesterday to cancel my OWA & received a Qantas email this morning saying that they have cancelled my OWA flights, put my points back on (I checked & yes they are already back) and will refund the taxes & charges, with no cancellation fee. (could take up to 10 working days to appear on your credit card).
Thanks Qantas - Excellent service - Give credit where credit is due - A one day turnaround.
 
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I cancelled W class flights AKL-SYD-HKG return on 22 February and was offered a full refund at that time, as Qantas could not offer W fares on the remaining flights. A refund by 18 March.Still waiting on a refund (13 April).
Qantas call centre recorded announcement is that they are NOT handling inquiries about refunds. We are both QF Gold.
CX refunded in a few days. I think that we are funding a Qantas cash shortfall.
 

serfty

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I'm trying to get points and money back on a flight that was cancelled on 6th of February..
What should I do to force action? Ombudsman ? which department or link applies to airlines?
That's much more than the 14 days (or even 6 weeks)!

How did you cancel it?

Have tried calling recently?
 

magicpies

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I cancelled 4 bookings with multiple legs on April 5th at about 3am over the phone, haven't seen any points or money refunded yet. They were booked on QR, EK and CI though so not sure if that means it will take longer to process.
 

deejo77

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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
 
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jfl

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My cancellations have finally came through. The original OW classic award was:

HKG-NRT CX J
HND-SYD QF J
SYD-JNB QF J
JNB-LHR BA J
MXP-DOH-SIN QR J
SIN-SYD BA J

Total cost was 21,582 HKD (~AU$4000 at that point in time), and 560,000 points (put through before the increase).

We had taken the HKG-NRT and HND-SYD legs, but no others. The refunded amount was 308400 points and 15,988 HKD (AU$3304 at todays rate).

Hope this helps someone with data points. Wife and I were supposed to be jetting off tomorrow o_O
 

Kangol

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My cancellations have finally came through. The original OW classic award was:

HKG-NRT CX J
HND-SYD QF J
SYD-JNB QF J
JNB-LHR BA J
MXP-DOH-SIN QR J
SIN-SYD BA J

Total cost was 21,582 HKD (~AU$4000 at that point in time), and 560,000 points (put through before the increase).

We had taken the HKG-NRT and HND-SYD legs, but no others. The refunded amount was 308400 points and 15,988 HKD (AU$3304 at todays rate).

Hope this helps someone with data points. Wife and I were supposed to be jetting off tomorrow o_O
When did you submit the cancellation request?
 

jfl

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When did you submit the cancellation request?

I had around 5 different calls with Qantas over the last 3 weeks, each with differing results. The last call on Thursday 9/4 was the most fruitful however (as in the most accurate count of points and taxes to refund) and they refunded the points within 30 minutes. The taxes got refunded on Friday 10/4, which I thought was amazingly quick.

The first call said I couldn't do anything yet, then each subsequent call got the calculations wrong.
 
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Tallfont

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I cancelled a July 2020 Classic Rewards booking PER-SIN-LHR-SIN-PER on Monday (13th) by phone.

Acceptable wait time, maybe 10 minutes. Customer service lady was very good. Straight up "we will refund the total cost and all points back" without me even asking.

Flights now show as cancelled. Points and $$$ have not yet reappeared but she did say it can take up to 15 days.

Now I just have to cancel an August BA booking!
 

Kangol

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I had around 5 different calls with Qantas over the last 3 weeks, each with differing results. The last call on Thursday 9/4 was the most fruitful however (as in the most accurate count of points and taxes to refund) and they refunded the points within 30 minutes. The taxes got refunded on Friday 10/4, which I thought was amazingly quick.

The first call said I couldn't do anything yet, then each subsequent call got the calculations wrong.
Thanks, another example of a pro rata points refund for partially flown tickets. Hmm
 

mrmerc500

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MH have sent through a flight amendment with PER - KUL now operating with a 737 once services resume with the overnight A330 cancelled so this causes a 24 hour layover to London so may reconsider my options and see if QF will waive the 6k points due to the amendment.
 

sudoer

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I cancelled 4 bookings with multiple legs on April 5th at about 3am over the phone, haven't seen any points or money refunded yet. They were booked on QR, EK and CI though so not sure if that means it will take longer to process.

Where do the itineraries originate? I've found ex Aus refunds happen very quickly but itineraries originating overseas can take a very long time (and often require multiple follow ups)
 

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