QANTAS: NO Customer service at all !

[PaulDQLD]

Im a QFF Platinum customer. Have been for about 20 years on and off. Recently I had to cancel my very first booking. The booking was made in 2017, a Business Class airfare to BKK from SYD for 2. That cost me about $5.5K About 4 months ago I change the return date to a week later arriving back to SYD in June this year. That cost me another $2.5 K cause the change fee and I was told the air fare had to go from a discounted fare to another fare. Ok so I've spent about $8K. I cancelled my booking 2.5 months out from the travel date. My refund was ...... wait for it.... $2.5 K. Seriously ! So I complained and got no response. Well Ill get that response I am entitled to very soon I hope. Im currently completing two sets of forms. One to take Qantas to court (the QCAT), as a retired/former Lawyer, I really have nothing better to than make Qantas understand their obligations under law. The other forms are to formally complain to the ACCC, who recently published an adverse report about Qantas and their doggy refunds. Its just a disgrace how they treat customers, so the benefits of being Platinum are just a mirage !

 

[calmelb]

Looks like the automated refund just saw your last payment ($2,500) and decided that’s all it owes you. Has it been the 15 business days since you submitted your complaint? If it has I recommend you either ring them up or try sending another (or even posting on Twitter/ Facebook).

I doubt there would be a reason for the lack of refund. I’m not sure on the refund rules but you might only get the base fare refunded unless you keep asking as well. (Note that the cancellation & change fee are non refundable, and that is nearly $1000)

The Qantas IT system is not the best and it’s one of the most talked about issues on AFF. Refunds often have to be chased up as the system forgets to give it to you. Some may cry foul play but I believe it is just a horrible IT system.

 

[Falcs]

There must have been a calculation Qantas used for the refund?

From memory the cancellation fee for a sale ticket should be around $600pp and the change fee $400pp

Have you tried calling them? How long have you been waiting for a response?

 

[TomVexille]

Welcome aboard Paul.

I'm certainly not going to resolve your dispute but hopefully we can help you out here.

I'm guessing that your original ~$2750 fare was a non-refundable sale fare? Which unfortunately would mean that you would only be entitled to a refund of the excess that you paid when you changed to a more flexible fare class as well as all associated government fees and charges.

 

[PaulDQLD]

Looks like the automated refund just saw your last payment ($2,500) and decided that’s all it owes you. Has it been the 15 business days since you submitted your complaint? If it has I recommend you either ring them up or try sending another (or even posting on Twitter/ Facebook).

I doubt there would be a reason for the lack of refund. I’m not sure on the refund rules but you might only get the base fare refunded unless you keep asking as well. (Note that the cancellation & change fee are non refundable, and that is nearly $1000)

The Qantas IT system is not the best and it’s one of the most talked about issues on AFF. Refunds often have to be chased up as the system forgets to give it to you. Some may cry foul play but I believe it is just a horrible IT system.

Thanks for the advice.
When a systemic problem such as their IT or their policy on refunds is continually an issue for customers, I know what Ill do. Ill make it very very public and there is nothing like a court case in the public arena to get everyone's attention. I'm over trying to call and beg for my money back. Its time to pay up Qantas and in more ways than one.

 

[PaulDQLD]

Welcome aboard Paul.

I'm certainly not going to resolve your dispute but hopefully we can help you out here.

I'm guessing that your original ~$2750 fare was a non-refundable sale fare? Which unfortunately would mean that you would only be entitled to a refund of the excess that you paid when you changed to a more flexible fare class as well as all associated government fees and charges.

No Tom it was not a non refundable discounted business class airfare. The previous reply got it right.cancellation fee for a sale ticket should be around $600pp and the change fee $400pp. They just dont get back to me and they just dont care. They have NOT refused a proper refund, they just dont reply or every return emails or calls. They just hope Ill go away. That will not happen. Hence this and my other publically stated courses of action. Im over it.

 

[PaulDQLD]

There must have been a calculation Qantas used for the refund?

From memory the cancellation fee for a sale ticket should be around $600pp and the change fee $400pp

Have you tried calling them? How long have you been waiting for a response?

Correct, yet my refund was less than they should have paid me, and Im suppose to chase them. No ive done my fill of chasing my money.

 

[Pushka]

Thanks for the advice.
When a systemic problem such as their IT or their policy on refunds is continually an issue for customers, I know what Ill do. Ill make it very very public and there is nothing like a court case in the public arena to get everyone's attention. I'm over trying to call and beg for my money back. Its time to pay up Qantas and in more ways than one.

I’d look at what Tom Vexville said. The answer may well be in the T&Cs of the first booking. Hope you get a resolution in your favour.

As it’s you that gets the money I’d suggest it’s you that has to chase it up. I’ve never had any success with emails. Period.

Twitface sadly seems the only way to get a response these days.

 

[PaulDQLD]

There must have been a calculation Qantas used for the refund?

From memory the cancellation fee for a sale ticket should be around $600pp and the change fee $400pp

Have you tried calling them? How long have you been waiting for a response?

Its been 3 months and 3 calls and 2 formal complaints online on their site. im not doing any more complaints Im not begging for my money.

 

[TomVexille]

No Tom it was not a non refundable discounted business class airfare. The previous reply got it right.cancellation fee for a sale ticket should be around $600pp and the change fee $400pp. They just dont get back to me and they just dont care. They have NOT refused a proper refund, they just dont reply or every return emails or calls. They just hope Ill go away. That will not happen. Hence this and my other publically stated courses of action. Im over it.

Sale tickets have the following conditions

Cancellation (including no show)

Before and after departure:
Except where no show fee applies:

• A cancellation fee of A$600 per person applies.

This fare may be used as credit towards the payment of any higher fare from the point of origin, provided the new fare conditions are met. A reissue fee of A$400 per person applies. Cancellations After No Show, ticket will be non-refundable. If the new fare is cancelled the original fare cancellation conditions will apply. This credit must be used within 12 months of the original tickets date of issue.
Any credit is the Australian dollar price.
Note: If this fare is combined with another fare the most restrictive cancellation conditions apply.

Which I read to mean that your original booking can only be used as credit towards a future booking. It certainly doesn't say that refunds are available, nor does it say that they are not. Good luck in your quest.

 

[serfty]

I'm guessing that your original ~$2750 fare was a non-refundable sale fare?

Most Qantas Asia Business Sale fares are refundable these days, but come with the aforementioned (and hefty) $600 cancellation fee per PAX.

https://www.qantas.com/regions/amadeus/minirules/AUASSALE_SUMMARY/

Looks like the automated refund just saw your last payment ($2,500) and decided that’s all it owes you.

I suspect that's the case and Qantas Customer Support is absolutely hopeless these days.

I know there's other action afoot, but the www.airlinecustomeradvocate.com.au may have been of help here.

 

[Pushka]

Its been 3 months and 3 calls and 2 formal complaints online on their site. im not doing any more complaints Im not begging for my money.

But you are the one who wants the refund where applicable so that’s the deal. Just wondering why you posted here and not looking at all the options provided.

Most Business Sale fares are refundable these days, but come with the aforementioned $600 cancellation fee per PAX.

https://www.qantas.com/regions/amadeus/minirules/AUASSALE_SUMMARY/


I suspect that's the case and Qantas Customer Support is absolutely hopeless these days.

I know there's other action afoot, but the www.airlinecustomeradvocate.com.au may have been of help here.

I managed to find one last year that wasn’t . The OP purchased this in 2017 so maybe the same situation?

 

[Falcs]

I managed to find one last year that wasn’t . The OP purchased this in 2017 so maybe the same situation?

Even the "non refundable" fares should convert to a voucher if not a cash refund

I'd hazard a guess the flight change messed up the refund calculation in some way or form

What did you actually do? Hit cancel online and receive $2,500 back with no calculations or communications in between? I'm surprised that someone from the Platinum line wouldn't have been able to investigate while you were on the line.

 

[Pushka]

Even the "non refundable" fares should convert to a voucher if not a cash refund

I'd hazard a guess the flight change messed up the refund calculation in some way or form

What did you actually do? Hit cancel online and receive $2,500 back with no calculations or communications in between? I'm surprised that someone from the Platinum line wouldn't have been able to investigate while you were on the line.

Not necessarily. Non refundable can also mean you get diddly squat back.

 

[PaulDQLD]

Not necessarily. Non refundable can also mean you get diddly squat back.

I didnt press any button, I spoke to a Filipino woman and she did the button pressing as she told me my refund of $4.5 would be with me in 24 hours. Hmmmm .....................that did'nt happen.

 

[Pushka]

I didnt press any button, I spoke to a Filipino woman and she did the button pressing as she told me my refund of $4.5 would be with me in 24 hours. Hmmmm .....................that did'nt happen.

So she said it would be $4.5 k. That’s helpful then.

 

[jetcam]

a few weeks ago a made a rewards booking spending 300k points plus $1300 in taxes. about 2 days after booking i realised i had a calendar clash and had to cancel the booking totally. Did so online and got the 300k points back by the end of the day. then a few days later half of the taxes were refunded to my amex. i thought that was strange and got on the chat function, the guy looked into it and said oh yeh we have only refunded half and i need to connect to ticketing to have them fix it up. about 20 minutes later he said ok all is approved now and you should get the 2nd half in 7 more days (and it did arrive). if I wasnt watching my credit card statement closely i assume i just would never have got the refund.

It was a good result for me but there is definitely something dodgy going on with their refund system.

 

[Pushka]

a few weeks ago a made a rewards booking spending 300k points plus $1300 in taxes. about 2 days after booking i realised i had a calendar clash and had to cancel the booking totally. Did so online and got the 300k points back by the end of the day. then a few days later half of the taxes were refunded to my amex. i thought that was strange and got on the chat function, the guy looked into it and said oh yeh we have only refunded half and i need to connect to ticketing to have them fix it up. about 20 minutes later he said ok all is approved now and you should get the 2nd half in 7 more days (and it did arrive). if I wasnt watching my credit card statement closely i assume i just would never have got the refund.

It was a good result for me but there is definitely something dodgy going on with their refund system.

The half refund is a well known issue in Qantas. They know about it. Happened to me and many others on AFF. You have to call and from memory quite a few times.

 

[Mattg]

The half refund is a well known issue in Qantas. They know about it. Happened to me and many others on AFF. You have to call and from memory quite a few times.

If that's the case, why on earth have they not fixed it? Surely it cannot be legal to intentionally refund customers only half of what they are owed.

 

[PaulDQLD]

If that's the case, why on earth have they not fixed it? Surely it cannot be legal to intentionally refund customers only half of what they are owed.

Correct its not legal, but no one actually goes to the trouble of legally getting recourse. Most people just complain and call and beg till they get their money. I'm about to stop this trend. The banks are bad but this airline is worst.