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Qantas booking cancellation (under covid19)

bpeteb

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Eight minute wait this morning for premium line. Answered by one of the NZ staff. Our Perth flights completely cancelled. Refund provided. Advised these are taking a while and to be patient. That we will be.
 
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Eight minute wait this morning for premium line. Answered by one of the NZ staff. Our Perth flights completely cancelled. Refund provided. Advised these are taking a while and to be patient. That we will be.
When was your flight? Did you get an email notifying that Qantas cancelled your flight? How did you pay For the flights? Type of ticket (red e-deal, saver, etc)?
 

bpeteb

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When was your flight? Did you get an email notifying that Qantas cancelled your flight? How did you pay For the flights? Type of ticket (red e-deal, saver, etc)?
It’s was for the May Day weekend. Red-E ($400 return bne-per!). Paid on credit card. Will be refunded to card. I received a confusing email advising flight back from Perth had been changed, not cancelled. When I checked booking had literally disappeared out of ‘my bookings’.
 

comforttravel

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Aug 31, 2012
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I've been waiting for QF to cancel my bookings, ADL-MEL rtn end of April and mid May so that I can claim a full refund, one Y and the other Y with upgrade to business with points (class U). Received notice via phone that these are now cancelled flights and they with me to message them. Looking at the QF timetable on line, I notice that there are no QF ADL-MEL return flights from 10-Apr to last week of May, just one daily return flight with a JQ (Jetstar). Probably there will be further flights cancelled after late May. As an addition, there are no QF ADL-SYD return flights scheduled over the same time period, just one JQ flight daily.

Have QF severely cut their scheduled flight even further than they've been running the past week, leaving skeleton JQ flights?
 

CaptJCool

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I've been waiting for QF to cancel my bookings, ADL-MEL rtn end of April and mid May so that I can claim a full refund, one Y and the other Y with upgrade to business with points (class U). Received notice via phone that these are now cancelled flights and they with me to message them. Looking at the QF timetable on line, I notice that there are no QF ADL-MEL return flights from 10-Apr to last week of May, just one daily return flight with a JQ (Jetstar). Probably there will be further flights cancelled after late May. As an addition, there are no QF ADL-SYD return flights scheduled over the same time period, just one JQ flight daily.

Have QF severely cut their scheduled flight even further than they've been running the past week, leaving skeleton JQ flights?
Yes, my booking on 17 May was canceled and ran into a Flight Credit with email Confirmation. My booking of 7 May sits in “never never” land. Sighs

From there, I can request the refund with the big red button so I expect your flights will be in the queue to do
 
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Pushka

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Interesting text message from Qantas just now.

We cancelled a business class refundable air fare for April when interstate meeting was cancelled, on 13 March. On 29th March it still showed in MMB so I called and within a day it had gone so cancellation in process. We wanted full refund not voucher as the vouchers were getting too many due to other cancellations. No sign of refund so called up last Monday. Yes, it's in the system but might take up to 6 weeks now!

Then this morning, husband (passenger) received a text saying that the refund request was awaiting one more action before cancellation. Had to click on a link. Sure enough the default option marked was A Voucher. 😡. Took a screen shot of our selection of refund, submitted, then were given a screen stating our refund request would be actioned. Eventually.
 

pagingjoan

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Interesting text message from Qantas just now.

We cancelled a business class refundable air fare for April when interstate meeting was cancelled, on 13 March. On 29th March it still showed in MMB so I called and within a day it had gone so cancellation in process. We wanted full refund not voucher as the vouchers were getting too many due to other cancellations. No sign of refund so called up last Monday. Yes, it's in the system but might take up to 6 weeks now!

Then this morning, husband (passenger) received a text saying that the refund request was awaiting one more action before cancellation. Had to click on a link. Sure enough the default option marked was A Voucher. 😡. Took a screen shot of our selection of refund, submitted, then were given a screen stating our refund request would be actioned. Eventually.
Almost exactly the same experience, with the text coming in for my partner!
Time to take a deep breath? :)
 

pagingjoan

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Do you think it's to try stop the refund in a last ditch effort to convert to vouchers?
Easy to interpret it that way. And difficult to come up with another explanation.

interestingly, I cancelled my partner’s booking at the same time I did mine. (Separate bookings.) I’ve not received a message - but not has my refund come through to my CC.

When I can summon up the willpower, I will call QF again. If I ever manage that..... :)
 

astrosly

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Interesting text message from Qantas just now.

We cancelled a business class refundable air fare for April when interstate meeting was cancelled, on 13 March. On 29th March it still showed in MMB so I called and within a day it had gone so cancellation in process. We wanted full refund not voucher as the vouchers were getting too many due to other cancellations. No sign of refund so called up last Monday. Yes, it's in the system but might take up to 6 weeks now!

Then this morning, husband (passenger) received a text saying that the refund request was awaiting one more action before cancellation. Had to click on a link. Sure enough the default option marked was A Voucher. 😡. Took a screen shot of our selection of refund, submitted, then were given a screen stating our refund request would be actioned. Eventually.
I just received a text and email saying that I recently applied for a refund but waiting for an action from me. My flight was cancelled by Qantas a few weeks ago so I called and asked for a full refund on 25 March and I was told it would be actioned and I would get a full refund. The link in this new email goes to a page that says:

Your Refund Request - Action Required
We’ve been listening to our customers amid the uncertainty surrounding Coronavirus and future travel plans. We’ve heard from those who elected to cancel their upcoming travel without understanding the cancellation fees that may apply, depending on their fare type.
Rest assured with the certainty of more time
We are giving you the chance to revisit your fare conditions and reconfirm your request by 30 April 2020.
Review the Cancellation Fees that may apply to your fare type, depending on your departure and arrival port.
Alternatively, you can choose to store your flight in credit to the value of your original booking for use anywhere on our network, with extended validity until 31 December 2021 and no change fees on rebooking. For more information on flight credits, click here.
Upon reviewing the cancellation fees that may apply, make your selection below.

Select your preferred option: *
Credit - I wish to store the value of my booking in credit, free of change fees. Flight credit valid until 31 December 2021.
Refund - I wish to obtain a refund now, less cancellation fees applicable to my fare type.


The link under "Review the Cancellation Fees" goes to a page that specifically lists cancellation rules for voluntary cancellations only.

So they are now saying that if I want the refund for their cancelled flight I will have to pay cancellation fees?
 
Last edited:

pagingjoan

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I just received a text and email saying that I recently applied for a refund but waiting for an action from me. Like you, my flight was cancelled by Qantas a few weeks ago so I called and asked for a full refund on 25 March and I was told it would be actioned and I would get a full refund. The link in this new email goes to a page that says:

Your Refund Request - Action Required
We’ve been listening to our customers amid the uncertainty surrounding Coronavirus and future travel plans. We’ve heard from those who elected to cancel their upcoming travel without understanding the cancellation fees that may apply, depending on their fare type.
Rest assured with the certainty of more time
We are giving you the chance to revisit your fare conditions and reconfirm your request by 30 April 2020.
Review the Cancellation Fees that may apply to your fare type, depending on your departure and arrival port.
Alternatively, you can choose to store your flight in credit to the value of your original booking for use anywhere on our network, with extended validity until 31 December 2021 and no change fees on rebooking. For more information on flight credits, click here.
Upon reviewing the cancellation fees that may apply, make your selection below.

Select your preferred option: *
Credit - I wish to store the value of my booking in credit, free of change fees. Flight credit valid until 31 December 2021.
Refund - I wish to obtain a refund now, less cancellation fees applicable to my fare type.


The link under "Review the Cancellation Fees" goes to a page that specifically lists cancellation rules for voluntary cancellations only.

So they are now saying that if I want the refund for there cancelled flight I will have to pay cancellation fees?
“Aye. There’s the rub!”
 

astrosly

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“Aye. There’s the rub!”
Especially when it was a business Saver fare that isn't refundable ... I called and explained that I didn't voluntarily cancel and they are going to give me a full refund on the booking which should be in the next 2 months.
 
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I just received a text and email saying that I recently applied for a refund but waiting for an action from me. My flight was cancelled by Qantas a few weeks ago so I called and asked for a full refund on 25 March and I was told it would be actioned and I would get a full refund. The link in this new email goes to a page that says:

Your Refund Request - Action Required
We’ve been listening to our customers amid the uncertainty surrounding Coronavirus and future travel plans. We’ve heard from those who elected to cancel their upcoming travel without understanding the cancellation fees that may apply, depending on their fare type.
Rest assured with the certainty of more time
We are giving you the chance to revisit your fare conditions and reconfirm your request by 30 April 2020.
Review the Cancellation Fees that may apply to your fare type, depending on your departure and arrival port.
Alternatively, you can choose to store your flight in credit to the value of your original booking for use anywhere on our network, with extended validity until 31 December 2021 and no change fees on rebooking. For more information on flight credits, click here.
Upon reviewing the cancellation fees that may apply, make your selection below.

Select your preferred option: *
Credit - I wish to store the value of my booking in credit, free of change fees. Flight credit valid until 31 December 2021.
Refund - I wish to obtain a refund now, less cancellation fees applicable to my fare type.


The link under "Review the Cancellation Fees" goes to a page that specifically lists cancellation rules for voluntary cancellations only.

So they are now saying that if I want the refund for their cancelled flight I will have to pay cancellation fees?
No, no cancellation fee as Qantas cancelled the flight. As stated, cancellation fees may apply for voluntary cancellations (by you).
 

fersea

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Jul 16, 2012
Messages
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All of this would not cause angst if the link actually confirmed what the refund amount was. When I rang up the other day they told me an amount which was exactly what we paid less the credit card fee.
 

fersea

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Jul 16, 2012
Messages
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No, no cancellation fee as Qantas cancelled the flight. As stated, cancellation fees may apply for voluntary cancellations (by you).
I am sure that is the case but not sure why they need to cause more angst for us and more work for their call centre.
Post automatically merged:

That info is never provided when cancelling and there is always the "subject to cancellation penalties" so no different.
I specifically asked and was told the amount over the phone when requesting the refund.
 

Mistress

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Aug 6, 2016
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Received the same SMS's today too. If we don't confirm by end of april our refunds turn into Vouchers.

What annoys me is that it is basically indicating that we are going to charge you cancellation fees even though QF cancelled our flights in this instance! This is just going to peeve off their customer base. We will call them tomorrow to ensure we are not going to get charged for their cancellation.
 

Pushka

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I am sure that is the case but not sure why they need to cause more angst for us and more work for their call centre.
Post automatically merged:



I specifically asked and was told the amount over the phone when requesting the refund.
I'd already rung them twice and was told there would be no cancellation penalties but that info isn't provided when cancelling online. And neither was it provided in the texts/emails received today.
Post automatically merged:

Received the same SMS's today too. If we don't confirm by end of april our refunds turn into Vouchers.

What annoys me is that it is basically indicating that we are going to charge you cancellation fees even though QF cancelled our flights in this instance! This is just going to peeve off their customer base. We will call them tomorrow to ensure we are not going to get charged for their cancellation.
No they won't if the fare is fully refundable or Qantas cancelled before you did.
 

flyingfan

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I got two of these too, for the two bookings I had in April. Didn't hesitate to request refunds (after confirming it wasn't phishing... it did look slightly dodgy at first).

Too bad I didn't get the same for the half dozen other bookings I cancelled to get a credit in March but oh well.
 

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