FYI, here are my "recent" flight refund/cancellation experiences:
20/03 cancelled QF Classic Flight Reward online before 31 March deadline (for travel on 26 May); screenshots confirmed usual 6,000 point cancellation fee waived
27/04 sent follow-up email to
[email protected] - no acknowledgement
05/05 called QF premium line who advised request had gone to the Loyalty team for refund
12/05 email received from
SHRQETREFUNDS advising refund of tickets and points had been processed + allow 7-10 days for funds to appear back on card
13/05 full refund points back in the account
15/05 ticket charges INCLUDING card fee show on Amex online (though transaction dated 13 May)
Also received a refund for paid QF codeshare on EK after Qantas advised flight cancelled:
24/03 Manage My Booking shows outbound flight from AUS greyed out and "call airline"
27/03 Qantas email "we've had to make some changes to your flight ... on 26 May 2020. We're sorting everything out for you..."
14/04 Qantas email advising Qantas has cancelled the flight, with Flight Credit automatically created; requested refund thought Manage My Booking (amount shown is ticket value, less card processing fee)
05/05 during above call to QF premium line received confirmation flight is cancelled and in the refund queue
08/05 Qantas email advising refund processed back to same form of payment
09/05 ticket charges EXCLUDING card fee show on Amex online
17/05 follow-up email sent to
SHRQETREFUNDS asking whether card fee should have also been refunded
Also completed refund request with EK for seat selection fees:
14/04 lodged Electronic Miscellaneous Document (EMD) online with EK
05/05 follow-up online chat with EK; confirmed refund request received & allow 15-45 calendar days
15/05 Emirates email advising refund processed; funds show on Amex online same day