Qantas - How many hurdles? (Flexi fare, Q cancelled)

[nickykim]

Anybody have an email address for Q? I booked and paid for a fully refundable ticket for my older sister to visit from Auckland as I am unlikely to see the year out due to terminal illness. The flight is now cancelled and theoretically the $ will be refunded to the card I used to pay - except Q issued a credit voucher which did not include a refund option unless I rang them.

I did ring, waking at 2 am to do this and Q now tells me this voucher can only refunded if they speak to my sister as they no longer have an email address my sister can contact them on. They said they will call her at 7 am NZ time today.

I have absolutely no confidence that this will happen and in any case would much prefer to have this refund handled with hard copy records because this morning the CSO was anything except helpful.

Aside from email any other suggestions? Do have letter confirming diagnosis etc if that would mean I could access some compassionate refund route - also sister would provide letter to me confirming refund due to me.

 

[Seat0B]

So sorry to hear of this additional stress for you @nickykim. I don't have any advice for you, but I hope it gets sorted double quick.

 

[nickykim]

Needless to say Q didn’t ring my sister as agreed… But I sorted it through a written complain to Q describing exactly the issue and my personal circumstances.

 

[Seat0B]

Needless to say Q didn’t ring my sister as agreed… But I sorted it through a written complain to Q describing exactly the issue and my personal circumstances.

Let us know how it goes. Good luck with everything.

 

[big_RED]

Needless to say Q didn’t ring my sister as agreed… But I sorted it through a written complain to Q describing exactly the issue and my personal circumstances.

Do you mind me asking what email you used?

I have had a "credit" for the last 18mths. Qantas said it'd be visible on my account and gave me no other details. I read an ACCC article recently saying we were eligible for a cash refund so I'm on the call to Qantas now (after they didn't reply to my email after 2 weeks), and they have no evidence of my original flight they cancelled....

 

[nickykim]

Do you mind me asking what email you used?

I have had a "credit" for the last 18mths. Qantas said it'd be visible on my account and gave me no other details. I read an ACCC article recently saying we were eligible for a cash refund so I'm on the call to Qantas now (after they didn't reply to my email after 2 weeks), and they have no evidence of my original flight they cancelled....

If you find the “Feedback” page you can categorise your feedback as a complaint then you will be able to attach documents.

 

[big_RED]

Oh yep. I know what you're talking about let me review that. Thanks!