- Joined
- Sep 20, 2018
- Posts
- 3,608
- Qantas
- Platinum
I booked a business class ticket to Paris from Canberra via Melbourne, Singapore and Helsinki and return via Vienna, Helsinki, Singapore and Melbourne for travel in October when the DSC promotion was running in February. I used the online TA QFlyer for the first time, as it was a bit complex and I was busy at work.
I was notified on 18 June by QFlyer that the flight was cancelled by Finnair and offered a credit or a refund. The refund processing time in this email was estimated at 14-20 weeks. A friend booked on Finnair via Flight Centre had been quoted a similar time and actually ended up waiting 15 weeks for refund, so I thought this waiting period seemed consistent, if annoying.
The flight credit was described this way - "The rebooking and travel must be booked for before 30 November 2020. Finnair are offering to waive the reissue fee but also any fare difference. Rerouting or change of destination are not permitted. Finnair are the only airline we have seen during this crisis that has such a flexible policy in terms of being able to rebook into any price tier in the same cabin, with most airlines just waiving the change fee." I agree with the TA that this is pretty generous,except for the time of travel, which would be hard with out border closures. Adding to that, the trip was for a special occasion that will now not occur. So I took the refund option and settled in to wait.
On 23 July, QFlyer advised that they had received the refund from Finnair and requested bank details to tx the refund - I had paid by Amex, but they will refund to my bank account = I get ti keep the FF points from the purchase.
I promptly forgot to send my bank details, which I did not sent until Tuesday 28 July.
The refund hit my bank account on 31 July, and I received an email from the Managing Director of the company advising me that it had been transferred and thanking me for my patience and my business.
I paid a $150 service fee that had been included in my original terms and conditions, deducted from my refund. Whilst I would rather not have lost $150 and definitely would rather have had the trip, considering the circumstances and the work they had to do to set up my complex itinerary and make the booking for me I did feel that it was reasonable in recompense for the poor agent who would lose his commission.
So here is a positive story about a well handled and prompt refund process. I thought it would be nice to give a shout out to those businesses that are doing well with this. Anyone want to join me on that?
I was notified on 18 June by QFlyer that the flight was cancelled by Finnair and offered a credit or a refund. The refund processing time in this email was estimated at 14-20 weeks. A friend booked on Finnair via Flight Centre had been quoted a similar time and actually ended up waiting 15 weeks for refund, so I thought this waiting period seemed consistent, if annoying.
The flight credit was described this way - "The rebooking and travel must be booked for before 30 November 2020. Finnair are offering to waive the reissue fee but also any fare difference. Rerouting or change of destination are not permitted. Finnair are the only airline we have seen during this crisis that has such a flexible policy in terms of being able to rebook into any price tier in the same cabin, with most airlines just waiving the change fee." I agree with the TA that this is pretty generous,except for the time of travel, which would be hard with out border closures. Adding to that, the trip was for a special occasion that will now not occur. So I took the refund option and settled in to wait.
On 23 July, QFlyer advised that they had received the refund from Finnair and requested bank details to tx the refund - I had paid by Amex, but they will refund to my bank account = I get ti keep the FF points from the purchase.
I promptly forgot to send my bank details, which I did not sent until Tuesday 28 July.
The refund hit my bank account on 31 July, and I received an email from the Managing Director of the company advising me that it had been transferred and thanking me for my patience and my business.
I paid a $150 service fee that had been included in my original terms and conditions, deducted from my refund. Whilst I would rather not have lost $150 and definitely would rather have had the trip, considering the circumstances and the work they had to do to set up my complex itinerary and make the booking for me I did feel that it was reasonable in recompense for the poor agent who would lose his commission.
So here is a positive story about a well handled and prompt refund process. I thought it would be nice to give a shout out to those businesses that are doing well with this. Anyone want to join me on that?