Qantas Revenue booking cancellations (under covid19)

Vic

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You can be sure that QANTAS wont be discounting their flights for the next 12 months until AFTER the September deadline to spend vouchers

The one voucher I have so far has an expiry in Feb 2021, and I believe I can book flights upto 12 months in advance. so almost Feb 2022. Not sure where you get this september deadline.

Also if Qantas can get back in the air, they're going to want bums on seats.
 

FrankC

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The one voucher I have so far has an expiry in Feb 2021, and I believe I can book flights upto 12 months in advance. so almost Feb 2022. Not sure where you get this september deadline.

Also if Qantas can get back in the air, they're going to want bums on seats.

Hi
Just wondering when the booking was originally made? Was it Feb2020?
Cheers
 
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serfty

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Can anyone tell me where to find the voucher once you cancel? Had to cancel Singapore to Sydney on Tuesday however I cant find a voucher.
You should get an email with a link you can follow to the voucher
The voucher will also show up under you list of bookings on the website.
I cancelled a domestic trip this week under the no-fee voucher rule.

My voucher does not show on the web site under your booking under my account.

I did ensure I had a record of the PNR and other booking details before completing the cancellation. About 45 minutes after cancelling I received an email. EMAILS do not always arrive.
 

HappyFlyerFamily

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I
Let’s just assume for one minute... let’s give QF the benefit of the doubt... that somehow this is an event beyond their control which allows them to cancel and provide a voucher only.

Why is it that...
  • the voucher cannot be used in any way the recipient wants? For example buying two or three flights of lesser value?
  • the customer must pay any higher fare difference, but will not receive a credit if the new fare is lower?
  • the fare is not ‘rain checked’? If you have a ‘I’ class fare for $5999 to london, why not guarantee the same fare as long as ‘I’ class is available later? Why force the recipient into a $9000 fare?
There are so many restrictions that make the issuing of a voucher totally unfair.
I see this point being raised quite often on this thread.

Is it not the case that people get a travel credit to buy any ticket they feel like?

For example, say I was travelling business to London which was cancelled into a voucher. Can I not use this now for say 4 economy tickets to New Zealand in 12 months time (or 23 months time if my voucher expires in February 2021)?
 

leaving on a jet plane

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The one voucher I have so far has an expiry in Feb 2021, and I believe I can book flights upto 12 months in advance. so almost Feb 2022. Not sure where you get this September deadline.

Also if Qantas can get back in the air, they're going to want bums on seats.
Thais because you bought your original ticket in Feb 2020....so you either get 12 on from the original ticket issue date OR September 30 whichever is longer. In MY case (like many others) I bought my ticket in August 2019 so according to QANTAS new policy I get to September 30th at the latest to book.
 

Matt_01

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FWIW I had cancelled most of my bookings earlier this week and turned into vouchers. I rebooked a flight with one of these today and given some of QFs IT issues I was half expecting for the change fee to be applied at payment and then having to ring in. Everything worked well, full original price on the voucher and no unexpected surprises at payment.
 

leaving on a jet plane

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Agreed, flights look pretty cheap to me in the short term. Lots of award availability too even at Easter!
Perhaps check a few trial bookings on QANTAS. You will find the absolute cheapest Business class return MEL to JFK is just under $9,000 ...and most dates higher. Compare that with QANTAS Sale fares which are $6,000 for the same seats...I know, I have them. So think you will find in most cases its substantially MORE to buy a ticket than your voucher if you bought your current ticket in any kind of Sale period.
I also think you being optimistic assuming QANTAS will offer discount fares like we are use to once travel recommences (and certainly not before Sept 30th)...their competition will be heavily depleted with airlines folding or having heavily reduced capacity
 

mrsterryn

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I have cancelled two trips which were upcoming.
One havnt received the voucher , the second came within about an hour
Nope I forgot to screen shot either of the cancellation screens
 
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Taking off my preferred AvGeek hat to put my lawyer hat back on for the last time this week. As has been outlined, it's pretty clear what Qantas has chosen to do. It's all legal (so far). Transparent and in good faith? No.
1) Qantas is racing against the clock to push their marketing blitz HARD to lure people into accepting the "offer" to cancel their flights for a voucher. Their own service line when you call 131313 uses wording like, "you must take action by 31 March" to scare people into pulling the trigger thinking they'll lose out if they don't. That's not true, nor is Qantas ever saying it is. By doing so, however, you are technically initiating the change and cancellation, and therefore not entitled to a refund, and never will be, even after the fact.​
2) Qantas knows these flights won't operate (and have even said so publicly and stopped selling them), but hasn't officially cancelled them in people's reservations. They'll get away with not doing that for a few days on the basis that it takes time to manage and process, but eventually, they'll have to or risk some major legal risks. They won't push their luck, but they'll get as close as they can to the edge. When they do cancel, and they will, despite #1, now you're entitled to that full refund.​
3) Once Qantas cancels your flight, it does NOT matter whether the cause of cancellation by Qantas is within or outside Qantas' control for the purposes of a simple refund. Nor do the fare rules have any relevance. Those rules apply only to your decision to cancel, not theirs.​
4) Qantas may still push vouchers once they initiate a cancellation, but you are entitled to insist on a refund and should refer them to their own Conditions of Carriage. It pays to be aware, and if you don't ask for it, they can say it's because you simply didn't want it and "agreed" to an alternative. Cheeky perhaps, but hey, we all clicked the box to claim we read those terms no one reads.​

I suspect what's most likely to happen is that Qantas will push vouchers and not cancel flights for as long as they can reasonably get away with it,. Once they do, they will then contact passengers and offer or even automatically convert the ticket into the voucher with no proactive mention of the option to refund. I also suspect, however, that if challenged by an informed passenger, they'll cave quite quickly and give you the full refund.

Because if they don't...

Airlines are always a fun source of community complaint and Qantas does not want a news story on 60 Minutes or A Current Affair exposing them for unequivocally denying to honour the same terms and conditions they're happy to throw in your face when the issue is in their favour. Nor do they want a class action lawsuit, which would be pretty easy to get going.

So, take a breath and bide your time. There's nothing convoluted about it; all that matters here is who's doing what and when. Force them to be the one to take action. They will have to. In the meantime, unlike, for example, Air NZ, who's being upfront about what passengers are entitled to once the airline cancels the flight, Qantas has chosen to keep hush. What they've yet to do however is actually deny honouring their own conditions of carriage and until they cancel these flights, we won't have those data points.

TL / DR - Patience will prevail and the early bird won't get the worm this time. I get why they're employing this strategy (and people's memories are never as long as they claim they are), but I personally won't be caught by it. If you want a refund, do not press "cancel." Do not accept if you call and they say they can't because the flight hasn't been formally cancelled. Wait.
 

wannabeinvestmentbanker

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Perhaps check a few trial bookings on QANTAS. You will find the absolute cheapest Business class return MEL to JFK is just under $9,000 ...and most dates higher. Compare that with QANTAS Sale fares which are $6,000 for the same seats...I know, I have them.
I wasn't commenting on any specific route just from some searches I had done on domestic routes.

I don't think anyone will be flying internationally for some time so wouldn't be concerned about the current prices showing as who knows what flights will actually be operating.
 

PineappleSkip

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Apologies if this has already been answered.

I have a several QFd bookings, booked in whY but upgraded to J.

I will cancel them for a credit voucher. Does anyone know what they will do about the points used for the upgrade? Can I assume that the system is smart enough to hive those off and refund them?
Just bumping JohnM’s posted question, as Mrs Pineapple has the same issue.

Also wondering what re a similar issue - I vouchered a mixed revenue/classic award ticket. Hopefully I’ll get my voucher in due course and points reinstated (and hopefully cancellation fee)

Meanwhile, on the latter booking, Confirmation screen last night, no confirmation email, booking still shows, checkin open, seat still taken in EF but error message when selecting MMB. Flight departs in 18 hours. Thinking I’d email a confirmation of cancellation, but to what address?

cheers skip
 

serfty

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Interesting post. 👍
I suspect what's most likely to happen is that Qantas will push vouchers and not cancel flights for as long as they can reasonably get away with it,. Once they do, they will then contact passengers and offer or even automatically convert the ticket into the voucher with no proactive mention of the option to refund. I also suspect, however, that if challenged by an informed passenger, they'll cave quite quickly and give you the full refund.
Qantas had this in a release this week:
To avoid further inconvenience, we’re converting all bookings on cancelled flights to a travel credit, which can be used anywhere on our network. Affected customers will be contacted directly from next Monday. Any customers travelling before the end of May who wish to change their booking are also eligible to receive a travel credit instead.
The implication is they'll do it automatically (although that is not specific) which may make things rather problematic. How would one challenge effectively if a booking has indeed been auto converted?
 
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Interesting post. 👍Qantas had this in a release this week: The implication is they'll do it automatically (although that is not specific) which may make things rather problematic. How would one challenge effectively if a booking has indeed been auto converted?

The Conditions of Carriage state that you have to "agree" to receive a refund in any form other than back to the original form of payment. A unilateral auto-conversion certainly isn't that.

As I understand it, the voucher effectively appears as a "booking reference" much like any other. You'll just have to call in and tell them it's not a deal. It's not as though they won't be able to see the history of the reference number to see that it was an impacted cancellation initiated by them.

They can claim that your failure to protest the auto-conversion after the fact is your implicit acceptance of it (which is legal), and that's certainly what they're hoping will be the case for most (and probably will be), but as soon as you make clear you don't agree, they'll have to give you the refund or they're in breach of the contract they imposed on you.

The whole process might go even faster that way, as only those who are willing to actively challenge it will do so and everyone else will have already been dealt with automatically without having to contact pax individually.
 

froggerADL

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Qantas have just cancelled my QF1 award flight for the end of March, which also included a QF domestic connecting leg.

The following now appears when I go to Manage Your Booking:

"Your flight booking may have been disrupted. Accept, change or cancel your new flight arrangements if these options are offered. There is no charge associated with this change, although note that charges may apply to any further changes or cancellations depending on your fare type.

So it's obviously free full refund now as the cancel button is active.
 
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dvt8

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I've just received my text from qantas saying that my international flight has been cancelled due to government restrictions. They advise to go their website to manage my booking to see my options. I have a number of legs in the booking, the second leg is BNE to SFO although this has now disappeared! The return international leg is there. I'm hesitant to press the button to cancel and request a refund as I don't want a voucher. Unsure if they will honour their own conditions and give a full refund without fees. So I'm now on hold to qantas to process the request. I have a feeling that I might be on hold for a while! I'm due to fly next Thursday so I might even wait until next week in the hope that they will send out clearer communications with full refund options!
 

dvt8

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I've just received my text from qantas saying that my international flight has been cancelled due to government restrictions. They advise to go their website to manage my booking to see my options. I have a number of legs in the booking, the second leg is BNE to SFO although this has now disappeared! The return international leg is there. I'm hesitant to press the button to cancel and request a refund as I don't want a voucher. Unsure if they will honour their own conditions and give a full refund without fees. So I'm now on hold to qantas to process the request. I have a feeling that I might be on hold for a while! I'm due to fly next Thursday so I might even wait until next week in the hope that they will send out clearer communications with full refund options!


A quick update! I actually got through after 35 minutes to the premium line - not bad at all! I got a full refund for my trip next week with no fees. She did offer a credit but I asked for a refund, there was no issue. I also cancelled a points booking to Hong Kong and Shanghai for July. This was cancelled with a full refund of points and taxes with no deductions. I also have a flight from Cairns to Melbourne next month. I asked about cancelling this but she the cancellation policy is only for international flights and that this route will still be operating - something that I disagreed with given recent communications but I agreed to wait a little longer before taking action.

So all pretty painless and a great outcome!
 

MEL_Traveller

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A quick update! I actually got through after 35 minutes to the premium line - not bad at all! I got a full refund for my trip next week with no fees. She did offer a credit but I asked for a refund, there was no issue. I also cancelled a points booking to Hong Kong and Shanghai for July. This was cancelled with a full refund of points and taxes with no deductions. I also have a flight from Cairns to Melbourne next month. I asked about cancelling this but she the cancellation policy is only for international flights and that this route will still be operating - something that I disagreed with given recent communications but I agreed to wait a little longer before taking action.

So all pretty painless and a great outcome!

Yeah. As we suspected... full refund is available.

I think airlines might have some case to answer in the future if the ACCC decides to investigate. But the fine, if any, would likely be less than the profit the airlines will make out of the inherent air fares which people will end up paying :(
 

Lone Wolf

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Is it not the case that people get a travel credit to buy any ticket they feel like?

Qantas places conditions on redeeming travel credit:


Qantas Credit Vouchers cannot be redeemed on bookings:
  • with a lower value than the credit voucher value
  • where travel has commenced, for example, for an upgrade or additional fares
  • round the world and Jetstar bookings. For multi-city bookings contact your local Qantas Office
I think one of the main concerns voiced here is that those conditions can be quite restrictive come rebooking time depending on your circumstance.

Often this means you cannot rebook the same itinerary that was cancelled, e.g. if it was a multi-city.

Even for point-to-point return flights if the price has dropped you can't take advantage of it.
 
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