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Qantas booking cancellation (under covid19)

FlyingKangaroo

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Feb 13, 2020
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Has anyone else actually had a refund yet hit their card? I believe I see one poster mention they'd gotten theirs, but that's it thus far.
 

bpeteb

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If I was waiting for the refund (if and when) of our J flights to SA I'd be watching more closely. For this Y domestic credit I'll check our next statement. The flight has gone out of my bookings so here's hoping :)
 

FlyingKangaroo

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Feb 13, 2020
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I think this letter in the West Australian yesterday(2/04/2020) sums up what a lot of people think about Qantas.
I sympathise with their frustration and have whinged a lot myself recently. However, getting some perspective on what other airlines are doing, the reality seems to be emerging that QF tickets holders are actually quite lucky compared to many. Not saying QF deserves kudos for honouring their contracts but even that can't be assumed anymore from many.

More importantly, however, and with respect, if Qantas cancelled her ticket and the writer nor his daughter pressed "cancel / voucher" in the booking, then she is still entitled to and will receive a refund. This can either be done in the voucher itself or by calling in. The latter may be annoying, but it will be time well spent for the refund.

Obviously Qantas is not communicating clearly and we know why, though it is backfiring as seen here. However, ultimately, Qantas isn't (yet?) denying anyone a cash refund for flights they've cancelled and bookings they've "unilaterally" converted into a voucher.

Surely if this fellow is willing to take the time to write into the paper, he will take the time to call into Qantas and realise the refund is being permitted after all.

Our mates at VA should really be writing into the papers...
 
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RichardMEL

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On the thought re QF's communications...

I'm reminded of the stouch on Ch 9 the other night between Tony Jones and Eddie McGuire regarding people wanting refunds of their football club memberships (AFL in this case, but they're hardly alone with these issues). Anyway Eddie, in his guise of President of Collingwood, would not directly answer the question as to if they would refund paid memberships if someone called and requested. Similar I guess to QF Club paid memberships (as opposed to tickets which had been refunded for games not played). Anyway the point is that Eddie was suggesting well if EVERYONE demands refunds then the club will have no money and will struggle and maybe fold (well not Collingwood - they're relatively rich, but others sure would). And I think there's a bit of that thinking going on with QF - hence the flight credits. QF keeps the money.. if they refunded everyone directly then it's even more of a cash loss, and as VA knows more than aanyone having cash flew is everything.

Just an interesting (to me) parallel to this thread.
 
Joined
Feb 25, 2020
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I sympathise with their frustration and have whinged a lot myself recently. However, getting some perspective on what other airlines are doing, the reality seems to be emerging that QF tickets holders are actually quite lucky compared to many. Not saying QF deserves kudos for honouring their contracts but even that can't be assumed anymore from many.

More importantly, however, and with respect, if Qantas cancelled her ticket and the writer nor his daughter pressed "cancel / voucher" in the booking, then she is still entitled to and will receive a refund. This can either be done in the voucher itself or by calling in. The latter may be annoying, but it will be time well spent for the refund.

Obviously Qantas is not communicating clearly and we know why, though it is backfiring as seen here. However, ultimately, Qantas isn't (yet?) denying anyone a cash refund for flights they've cancelled and bookings they've "unilaterally" converted into a voucher.

Surely if this fellow is willing to take the time to write into the paper, he will take the time to call into Qantas and realise the refund is being permitted after all.
I heard it’s a refund button, not a cancel/voucher button.

Most of us (generally flights not yet cancelled by Qantas) have a cancel/voucher button in the manage booking section. If you hit that button, you are “voluntarily” choosing to accept a voucher .... you get a confirmation screen next.

If your flight is cancelled By Qantas, they unilaterally issue a voucher. If you go into manage booking and into the voucher (not sure which button) there will be a refund button after the T&C of the voucher.

Thats what I gathered is happening at the moment.

PS Still waiting to hear from people getting cancelled flight post Thursday 26 March when Qantas extended the offer of vouchers for flights to July 2020. And whether those cancelled flights are making refunds available online or not. There seems to be a deathly silence on that front - maybe 1 or 2 May flights.

PPS With the writer, I hope the daughter goes into the booking online to find that refund button or call Qantas.
 
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bpeteb

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I heard it’s a refund button, not a cancel/voucher button.

Most of us (generally flights not yet cancelled by Qantas) have a cancel/voucher button in the manage booking section. If you hit that button, you are “voluntarily” choosing to accept a voucher .... you get a confirmation screen next.

If your flight is cancelled By Qantas, they unilaterally issue a voucher. If you go into manage booking and into the voucher (not sure which button) there will be a refund button after the T&C of the voucher.
PS Still waiting to hear from people getting cancelled flight post Thursday 26 March
Our domestic flight was cancelled on April 2. We were moved onto a later flight. The communication from QF was clear, if the flight had been cancelled by QF we could request a refund. If I selected refund/cancel on the new flight (I just wanted to check) I was only offered a voucher. As we didn’t want a voucher I called QF Premium and requested a refund and that was offered with no question.
 
Last edited:
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And I think there's a bit of that thinking going on with QF - hence the flight credits. QF keeps the money.. if they refunded everyone directly then it's even more of a cash loss,
Totally agree. And I don't think too many would hold it against qantas IF they were acting 100% fairly. They could have issued vouchers with no change fee AND no fare difference (so like-for-like cabin and class), they could have issued vouchers that allowed the purchase of a lower fare, with a new voucher for the different, etc.

But they chose not to. They chose to convert to vouchers that could represent as little as half the going fare at the time the passenger chooses to use it.

Not cool!!
 

RichardMEL

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Mar 28, 2014
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Just as a data point but a couple of weeks ago my flights had NOT been cancelled (for easter) but I decided to pull the plug. I had a refund button.

I chose the voucher both for DSC reasons and well.. to keep that dosh in there as I know I'll use it again. However I did have a refund button.
 

maroonone

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Aug 1, 2012
Messages
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Qantas published a planned domestic frequency 2 weeks ago. It indicated BNE - HVB 7 times per week but when going to book no flights at all after 9 APR. Timetables still reflect pre CV19 schedules on most routes.
 

CaptJCool

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May 31, 2012
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1,397
It’s just not cricket...

Look, I get their tactic to retain cash but UA offered a “we hold your money and if you don’t use the credit within 12 months we will refund it”. And they transparently said “please understand this is why we need to it it this way....
 

GSP

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Jun 17, 2016
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@GSP WILL need to call.
Exactly!
I did the needful. They mentioned something about batches and breaking it up and the like (sounded a bit like waffle) but they saw the missing refunds and processed them on the spot. Not in my account right now as it was late Friday.
 

big_RED

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Jul 5, 2015
Messages
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I cancelled a booking via Manage My Bookings last night for a credit voucher, and got the "Your booking has been cancelled" page, stating that a confirmation email had been sent. However, about 12 hours later, no such email has arrived and the booking still appears as a trip in MMB.
There are a number of us who still haven't received any such confirmation email or voucher email and it's coming up to 4 weeks since we cancelled (3 x people in my family for the same flights are also still waiting)...

My flights are in 1.5 weeks times and still showing in MMB on app and website so I assume we'll have to call Qantas in a week to 100% make sure this are resolved. I look forward to hearing the hold music for hours on end before I get through.
 
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I also have not received any cancellation confirmation, points or cash. However my flights do not still appear in MMB. I was on hold for 3.5 hours two weeks ago waiting to speak to an agent who cancelled the flights. The worst part of the on hold music for me is the sudden loud, ‘I still call Australia’ home by the children’s choir.


There are a number of us who still haven't received any such confirmation email or voucher email and it's coming up to 4 weeks since we cancelled (3 x people in my family for the same flights are also still waiting)...

My flights are in 1.5 weeks times and still showing in MMB on app and website so I assume we'll have to call Qantas in a week to 100% make sure this are resolved. I look forward to hearing the hold music for hours on end before I get through.
 

zqsn5678

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Aug 3, 2010
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For those that have not received a "Qantas Refund Confirmation" email, might be worth while ask QF if your request was actually processed or not.

I initially called and cancel my flight (AKL-MEL one-way). Waited almost 2 weeks and followed up on Facebook messenger and a human responded " We have liaised with our Ticketing team and they have now processed this for you". Refund confirmation email arrived shortly and money was in my card the following day (minus the NZD7.50 card payment fee).
 

GSP

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Jun 17, 2016
Messages
850
I also have not received any cancellation confirmation, points or cash. However my flights do not still appear in MMB. I was on hold for 3.5 hours two weeks ago waiting to speak to an agent who cancelled the flights. The worst part of the on hold music for me is the sudden loud, ‘I still call Australia’ home by the children’s choir.
On my cal on Friday, I took the option to have them call me back. They said 23 to 30 minutes. They called back in 24 minutes.
 

Zoedutt

Newbie
Joined
Mar 19, 2020
Messages
2
I had one flight of six cancelled by Qantas leaving May 12 return June 25, I just called got a call back within 15 -20 mins and cancelled all flights with full points and money refund...could take two months but that's understandable. They were great to deal with, had not problems at all.
 

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