Qantas Revenue booking cancellations (under covid19)

[FlyingKangaroo]

Which “guys”? Coronavirus?

Airlines, and specifically airlines breaching their contractual terms and / or general consumer law.

As far as I can tell, Qantas hasn't done that yet. Some (VA, for example) arguably have but are claiming consumer law "permits" them to do so thanks to various "exemptions" from the "normal" rules. It's not a clear-cut argument they're making and thus far, no regulatory body or court in Australia has come to their rescue so the risk remains.

The entire purpose of a contractual agreement is to consider and prepare for "what happens" if "something" goes wrong. As a commercial contracts lawyer, I can say that the level of creativity that goes into "what might happen" and accounting for it in agreements to save your skin just in case is at times absurd to the point of hilarity. But it matters, and in the case of Qantas, they explicitly promise refunds even for situations outside of their control. That's downright generous contractually, but it is what it is, so if Qantas at any points proves itself as failing to meet those contractual promises, then yes, someone ought to take them to court for it.

 

[Pushka]

For those of you who have received this SMS or email, did you originally request the refunds over the phone for flights Qantas cancelled?

In my case, I waited until QF cancelled and converted the booking into a voucher and then hit the "Refund" button at the bottom of the voucher and got a confirmation of the request for the full amount except credit card fees.

I've not received aforementioned text or email (or the refund, obviously; about 2.5 weeks thus far).

If they're still forcing yet further action after that, I can't see it as anything other than a scare tactic and "voucher's remorse" upon their realising the original voucher conditions were laughable and now they want another go at it.

I had already cancelled both online for refund. The voucher option wasnt available. I have since called up twice as this was a month ago.

 

[ChrisMars]

Sorry that's not my question. I did the same, at which point, upon cancelling my flights Qantas automatically converted the ticket into a voucher and emailed it to me. In the voucher, I had the option to refund and clicked that.

I think we're all aligned here that this relates to bookings QF cancelled, not the pax.

What's not clear to me is whether people who've been told "further action" is needed is whether they had already requested a refund after QF cancelled. It seems from some comments that they had, but my question is how, and specifically, to see whether Qantas is forcing further action even after hitting "refund" in the voucher.

My data point:
I called 3 weeks ago and got told I ll get refund for my flight and my wife. Those were on separate booking

I got the SMS and email yesterday, just for my booking. So I called to confirm there won t be any cancellation fee. This was confirmed. I saw that my wife booking was auto converted to a voucher. I asked if I could get a refund at no fee for the voucher. This was confirmed, I just need to get my wife on the Qantas line sometime next week.

My take, Qantas does what it can to create confusion and get people to go with the voucher. But on the phone it seems easy to get a refund.

I understand the cash flow issue with Qantas, I think Qantas should have been way more flexible with the voucher situation. Should have been generous with the validity duration from day 1, should have provided flexibility to book any kind of fare, and should have provided the option to use a portion of the voucher while keeping the remaining value for another booking. I guess this comes with some technical challenges to implement. Anyway.

 

[CaptJCool]

Unlikely technical issues

When the shutdown happened a few years ago, they refunded fares which they cancelled, and gave out a free voucher for travel anywhere on the (edit domestic) network....

 

[CaptJCool]

Not sure this is best here or If it’s been posted before...

U.S. Department of Transportation Issues Enforcement Notice Clarifying Air Carrier Refund Requirements, Given the Impact of COVID-19 | US Department of Transportation

WASHINGTON – The U.S. Department of Transportation today issued an Enforcement Notice clarifying, in the context of the 2019 Novel Coronavirus (COVID-19) public health emergency, that U.S.

www.transportation.gov

 

[Steamrollersam]

My daughter and I had business class flights ADL-KIX via SYD with Qantas departing this morning. Return flights were for the 27th of April HND-SIN-MEL-ADL. Fares were points plus pay (60% pay via Amex). Waited through travel bans and eventual flight cancellations by Qantas then waited some more for the confirmation emails. Had one cancellation email with no PNR (but I only one trip with Qantas anyway).

I called the premium line on the 25th of March to ask for a refund as I had no emails about a refund, just a voucher that I didn't want. Advised by an agent with an NZ accent that points would be credited back to my account after 5 business days and money back into my CC after 5-10 business days. It was relatively quick and painless, or so I thought, and my booking disappeared from MMB.

Fast forward to 9th of April when I saw no sign of either points nor cash, and I'm back on the phone with Qantas premium. I was notified by the Aus agent that my booking was indeed cancelled by Qantas and a refund was forthcoming, but the quote of 5-10 business days but the first agent was "unrealistic" and I was looking at 3-4 months as my refund was being done manually, being points plus pay.

Even if phone calls to the premium line took no more than 15 minutes each time, I didn't want to be constantly chasing them up and being given a refund date that was a moving target. I called the Amex PC line on the 10th (flights were to depart 12th) and they initiated a chargeback straightaway. Takes the matter out of my hands and Amex will do the chasing up, and I don't need to pay the ~$4600 for now!!

 

[Finale]

First time I cancelled classic flight reward for 2 pax. Points back to account straight away and a couple of days later, I got a refund. However, the refund was for 1 pax only. Does Qantas normally issue 2 refunds in this case? When I booked for 2 pax, Qantas did only one transaction for tax and fees. Not sure if I need to contact them or another refund will show up. Thanks.

 

[serfty]

First time I cancelled classic flight reward for 2 pax. Points back to account straight away and a couple of days later, I got a refund. However, the refund was for 1 pax only. Does Qantas normally issue 2 refunds in this case? When I booked for 2 pax, Qantas did only one transaction for tax and fees. Not sure if I need to contact them or another refund will show up. Thanks.

This is a common issue with multi-PAX awards - you will need to call to get the full refund for an Award booking with more than one passenger.

 

[A.RK]

FWIW my experience this morning:

Short version:

• Communication with Qantas on 25/3 with them agreeing to full refund.
• Received the "Your Refund Request – Action Required Email" April 9 (6 days ago).
• Rang this am: refund in progress, has gone through to payments, do not respond to email.

Conclusion: At least in my case this agreement (from 25/3) seems to be being honored. As others have said, the email is being sent indiscriminately to everyone with a cancelled booking.

Longer version

• Two bookings (one to Europe [May], other to NZ [April], paid by BPay/Poli. Qantas had effectively cancelled flights in March, though at 23/3 they still on system.
• For the Europe one, received one of those "Details of your booking have changed" type emails. The re-issued ticket (QF code share with Emirates) now drops me off in Dubai for 3 weeks (DBX-MAD cancelled), then flies me back from MAD. Then a message via the App on my phone (nowhere else) to contact Qantas by In-app txt message.
• After the usual - "how about a voucher" back and forth, and "no I can't ring you" Qantas agreed to full refund no fees for both Europe and NZ bookings. Last message on In-app txt says "10 Business days"(8/4).
• Your Refund Request – Action Required Email arrives 9 April
• Rang this am 0610. Cut off once then short wait (WP). Todd from New Zealand who was very good says "this is a generic email being sent to everyone" (of course neither of the possible choices from that email were what Qantas had agreed to, which is the issue)
• Todd confirmed refund with Qantas being processed - no cancellation fees. Will receive notification email when payments through

 

[large]

I had 2 QF bookings for the 2 of us at Easter. Got the email about travel credits etc b4 March 30 etc etc. I went into Manage Your Booking and tried accepting flight credit and it gave me an expiry date of June 2020! I decided to go for the refund and applied before March 30. 2 weeks later,still no refund, appreciate QF staff were busy with rescue flights so I gave them another week then phoned to enquire about refund. Was told that flights were put in travel credit!!! I repeated I wanted a refund and was told it was processed that day and it would be back on the credit card within 2-3 days. 2-3 days later I get email form QF asking to confirm whether I want refund or travel credit.!!!!! WTF!! I selected refund and still waiting.

After the initial cancellation then get the news from QF that travel credits wll be pushed out to DEC 2021.

I know qantas are doing it tough but the seem determined to hang on to yor money for as long as they can. I'm talking $1400 here. Still waiting.

 

[fifo]

Qantas currently owe me two refunds, totalling 1068. Told yesty it would be 6 to 8 more weeks. Never was advised of any cancellations. Just went to check my flights and gone. Had to manually go into mmb for each, one I could manually refund with red button, other I had to call about. What an odd situation.

 

[bPeteb]

Edited to change that non existent date

Regarding fees - when I cancelled both CSRs both stated clearly that credit card fees would be refunded.

To my next question. I really don’t want a voucher for my J flight to SA. I doubt QF will be flying to JNB on July 15 when we’re due to fly so we’ll cancel the points flight this week.. At the moment I have to cancel by end of April to get the voucher.

If I have to I’ll cancel on April 30 (oops, not 31) but wondering what people’s crystal ball is telling them about if that April 30 date will be posted out?

 

[Steamrollersam]

I know it’s a leap year and all but I don’t think there’s an April 31 this year.

 

[Steamrollersam]

I’d checked emails again and I never got this email that “everyone” was supposed to have gotten on the 9th of April about refund request—action required despite arranging for a refund by phone More than a week prior for flights to Japan in April cancelled by Qantas.

 

[Port Power]

I know this has all been a hard slog and you are stressing, but my crystal ball shows you will definitely have no chance of anything occurring on April 31!

 

[bPeteb]

I know it’s a leap year and all but I don’t think there’s an April 31 this year.

Oops. Haha

 

[MEL_Traveller]

If I have to I’ll cancel on April 30 (oops, not 31) but wondering what people’s crystal ball is telling them about if that April 30 date will be posted out?

Who knows. QF seems to be keeping flights 'active' for as long as possible to try and get folks to take a voucher. Once they cancel you can get $$. Tough call whether they'll have officially canceled your July flight by the end of April.

 

[albatross710]

How many people have had their booking moved to QF9427?



I'm assuming this is a future mythical flight so that people in limbo aren't receiving upgrade bid emails, prepare for your flight, check-in open etc etc.

 

[jpp42]

I'm assuming this is a future mythical flight so that people in limbo aren't receiving upgrade bid emails, prepare for your flight, check-in open etc etc.

This is actually just a voucher, probably automatically issued to you for a cancelled flight you had booked. It's basically a limitation of their booking system that they have to use a mythical flight between invalid points as a way of holding the value of the voucher and showing it in various ways.

 

[CaptJCool]

How many people have had their booking moved to QF9427?

View attachment 214565

I'm assuming this is a future mythical flight so that people in limbo aren't receiving upgrade bid emails, prepare for your flight, check-in open etc etc.

Me

I got one of them for a 17 May booking

Yet my 7 May booking evaporated but no voucher.....

As for the return leg of an international tic , flight to Melbourne still on but cancelled EK FLIGHTS but no further movement ONTO vouchers or refunds