Qantas refund misinformation

[jetcam]

I recently had to cancel a points redemption flight on EK booked as a classic rewards redemption DXB-BNE, points were 192,000 plus AED3,800, 2pax. Contacted QF to cancel, the flight had changed by approx. 6 hours so they were happy to waive the cancellation fee. Was told it would be 10 to 14 business days for the points to be returned and 6 to 8 week for the cash. 14 business days pass so I contact them again, they said, no it's actually 21 "banking days" for both the points and cash to be refunded. ok. 21 banking days passed, still no points or cash. contacted them again, they said no it is actually 4 to 6 weeks for the cash and we can request that the points get returned immediately. btw, immediately means 48 to 72 hours.

3 calls, 3 different sets of refund times. Does anyone here know how long it actually takes?

 

[Thrawn]

I cancelled the last segment of a partially used classic award ticket last month. The points were non-refundable, got the remaining taxes back into my credit card in about 2 weeks (actual time).

On the other hand last year I cancelled an award ticket and it took over 6 months to get the points and taxes back.. with lots of chasing up.

The originating country of the ticket matters a lot , I think

 

[MEL_Traveller]

I recently had to cancel a points redemption flight on EK booked as a classic rewards redemption DXB-BNE, points were 192,000 plus AED3,800, 2pax. Contacted QF to cancel, the flight had changed by approx. 6 hours so they were happy to waive the cancellation fee. Was told it would be 10 to 14 business days for the points to be returned and 6 to 8 week for the cash. 14 business days pass so I contact them again, they said, no it's actually 21 "banking days" for both the points and cash to be refunded. ok. 21 banking days passed, still no points or cash. contacted them again, they said no it is actually 4 to 6 weeks for the cash and we can request that the points get returned immediately. btw, immediately means 48 to 72 hours.

3 calls, 3 different sets of refund times. Does anyone here know how long it actually takes?

There is a delay in cancelling/refunding award bookings that have been processed overseas. This is because - according to QF - they need to wait for the overseas processing centre/merchant bank to confirm the money has gone back, then the points can follow. I had something similar ex HKG, but the real problem, it seems, is that the request to refund can get 'lost' or forgotten about. Once they process the $$ it is a quick process. Chasing them after the initial period can help gets things moving.

saying '4-6 weeks' is not uncommon - a bit of a throw back to the ancient days when tickets all went through a centraI IATA clearing house for the airlines to get paid. It should be quicker in 2018, but it's still a time line the airlines hand out. It shouldn't take that long in reality, but it can still take time (not instant). If they can get you the points back now that's a start.

 

[RichardMEL]

Given EK is involved it probably will take time for EK to process the cancel and refund the taxes etc, then QF need to clear that and pass iton. time consuming no doubt.

However none of that is reason for all the different answers/promises. Very frustrating.

I kind of wish they would sy "Look, it COULD take up to X weeks but probably within 21 days we can't guarantee it" so you don't panic when it gets to 14 days, or 21 or whatever. Yes, I know, it's just as frustrating being told wait up to say 6 weeks or whatever, but chances are it would come through in a lengthier time and save the angst of having to make multiple calls etc
Hope you get your points and cash back very soon!

 

[serfty]

Qantas refer to 14 days in their website ...
Cancelling or changing a Reward flight booking

 

[pauly7]

Have recently cancelled EK and QR bookings via QFF.

Points have been refunded instantly / overnight.

$ usually bang on 2 weeks.

 

[dajop]

Have recently cancelled EK and QR bookings via QFF.

Points have been refunded instantly / overnight.

$ usually bang on 2 weeks.

Tickets originating in AU, or issued in AU /surcharges in AUD? Or tickets issued with surcharges in different currency? Problem seems to be UAE issued tickets with AED denominated surcharges.

 

[serfty]

Qantas refer to 14 days in their website ...

Cancelling or changing a Reward flight booking

If you cancel your booking taxes, fees and carrier charges will be refunded back to the credit card on which the taxes were originally paid. A Cancellation Refund Fee will apply. Refer to the Fees Schedule for a list of fees. Please allow up to 14 days for the points to appear on your activity statement.

 

[jetcam]

72 hours have passed and still no points yet. I got back onto them, this time was told that they need to refund the taxes before they can refund the points. and that takes 7 to 10 days. i pointed out that it is now over a month. they couldnt provide me any answers. totally useless. i think they are just making it up as they go.

 

[MEL_Traveller]

72 hours have passed and still no points yet. I got back onto them, this time was told that they need to refund the taxes before they can refund the points. and that takes 7 to 10 days. i pointed out that it is now over a month. they couldnt provide me any answers. totally useless. i think they are just making it up as they go.

This is consistent with what I was told with a refund ex HKG. But prompting over several calls seemed to move the 'priority' on the HKG office doing the refund of the taxes. (Otherwise I suspect it would have been in some queue until they got around to it.)

 

[mrsterryn]

Cancelled last Friday a reward flight from syd to LHR and CDG Sydney as return flight.
The first leg Syd to LHR cancelled off my bookings Monday. Return still appears
No points refund nor fees.
Obviously nowhere near the 14 days but just seems weird that one flight has disappeared the other has not
Edited to say whinge post aka this one and I am now an active member lol

 

[sudoer]

Cancelled an ex HKG award booking last Friday, was told to allow 7 days.

No sign of points or cash yet, will call to chase tomorrow.