Qantas Revenue booking cancellations (under covid19)

astrosly

Active Member
Joined
Mar 4, 2013
Posts
729
So the only difference from normal seems to be the extended validity with change fees now being applied. I think I will wait for the inevitable BNE -ZQN cancellation in July.
You have always been able to cancel non-refundable fares for a voucher with the change fee being applied when the voucher was redeemed. The only difference from normal is the extended expiry date to end of 2021.
 

HappyFlyerFamily

Senior Member
Joined
Feb 25, 2020
Posts
5,337
You have always been able to cancel non-refundable fares for a voucher with the change fee being applied when the voucher was redeemed. The only difference from normal is the extended expiry date to end of 2021.
While it is true for flights after 30 June that you could get a voucher and be liable to the change fee, I think the earlier point is referring to the difference of policy for:
- flights until 30 June v’s flights after 30 June, or
- flights before 30 June who did not take the voucher by 30 April.
 

maroonone

Member
Joined
Aug 1, 2012
Posts
162
While it is true for flights after 30 June that you could get a voucher and be liable to the change fee, I think the earlier point is referring to the difference of policy for:
- flights until 30 June v’s flights after 30 June, or
- flights before 30 June who did not take the voucher by 30 April.
Correct, the only difference between now and no Covid is the extended validity whereas previous provisions involved no change fee.
 
Joined
Feb 13, 2020
Posts
80
Absolutely massive thanks to this thread for that e-mail address on the refunds.

I sent an email on Monday following up on a refund I'd requested on 23 March (simply clicked the "refund" option in the voucher and never had a confirmation other than the initial screenshot I took saying the request was made and the amount).

Just received a response and automated refund confirmation for both the fare and paid seat fees. Message states they will hit my credit card within 7 days. A nice relief given this was nearly $3,500.
 
Joined
Jul 5, 2009
Posts
52
Absolutely massive thanks to this thread for that e-mail address on the refunds.

I sent an email on Monday following up on a refund I'd requested on 23 March (simply clicked the "refund" option in the voucher and never had a confirmation other than the initial screenshot I took saying the request was made and the amount).

Just received a response and automated refund confirmation for both the fare and paid seat fees. Message states they will hit my credit card within 7 days. A nice relief given this was nearly $3,500.

Can you clarify the email address you used, as I tried the one from Page 35 and it bounced back twice? Thanks.
 
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Vic

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Joined
Jan 31, 2017
Posts
1,195
The new offer at least waives the cancellation fee, I guess.

Looks like I'm in for them to cancel, pretty unlikely to be flight to the USA in July, I suspect.
 

HappyFlyerFamily

Senior Member
Joined
Feb 25, 2020
Posts
5,337
Is there any difference between Qantas’s new COVID-19 flight credit policy from 1 May and the normal fare rules?

As indicated previously, the date extension to end of 2021 might be the only meaningful difference.

If there is not much difference, then it seems like a lot of spin. o_O
 
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froggerADL

Established Member
Joined
Jun 9, 2010
Posts
1,186
email address is: [email protected] (ie SHRQETREFUNDS )
I have no idea how this email address was discovered but it works, so thanks to the discoverer. I sent an email on Tuesday, and the full points were back in my account on Thursday. I first requested a refund on 23rd March for return F Classic Awards on QF1/QF2 to LHR.

The economy will be pleased to hear that I've already spent the cash part of the refund on a new Weber BBQ setup :). I could have used the points for the BBQ in the Qantas store, but that would have returned less than 0.5 cents per point, even with 10% off for my "Points Plus" super status :(.
 

La Mouette

Member
Joined
Oct 10, 2016
Posts
219
As a positive data point, QF cancelled my return flight in late May and deleted it from my booking. I rang early on Monday morning NZ time and was offered a rebooking in a lower class or a refund. The refund took about 30 min to calculate, and I was told it would take three weeks to process. The next day, the credit was back on my card. :D
 

Port Power

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Joined
Jan 9, 2016
Posts
913
Qantas
Platinum
I have credit vouchers for two cancelled flights and points refunded on a rewards flight plus refund of fees. I have confirmed a second reward flight cancelled will likewise be refunded. So I turned my efforts to refunds for associated non-refundable hotels booked through Qantas Hotels using the email claim form. I was delighted to receive a response within a few days advising the hotels are happy to refund. I can have the money back or a credit voucher with Qantas Hotels valid for 3 years plus 1000 FF points. Very good offer. I am certain to book a domestic hotel again. One hotel was only $26, so a nice bonus to receive 1000 points as wel.
 

jboy90

Member
Joined
Mar 28, 2016
Posts
133
Have sent an email through for two flight bookings, one I cancelled 2 months ago and one cancelled about a 6 weeks ago (with no refund seen for either).
 

Walloper

Junior Member
Joined
Jul 4, 2009
Posts
33
Qantas
Gold
Virgin
Red
Just received this email from Qanta$ (their bolding) ....

We've had to make some changes to your flight. We know you're travelling with us soon on 25 June 2020.
We're sorting everything out for you. There is no need to contact us as we’ll send your new flight details soon.
View your booking to access the options available to you. Click here for information regarding the Australian Consumer Law.

It might have been easier to simply ask if I needed a change rather than go to the effort of making the changes first - six sectors!

Que sera!
 
Joined
Feb 13, 2020
Posts
80
Can you clarify the email address you used, as I tried the one from Page 35 and it bounced back twice? Thanks.

email address is: [email protected] (ie SHRQETREFUNDS )

Yep, that's the e-mail address.

Full amount less credit card fees was back on my credit card this morning, including seat selection fee. Pleased that this one has now been fully resolved.
 

MEL_Traveller

Enthusiast
Joined
Apr 27, 2005
Posts
24,502
news.com.au papers carrying this story. It had to become a lawyers’ picnic at some stage!

class-action-launched-against-airlines-and-travel-companies-who-have-left-customers-unable-to-get-their-money-back

I’m still hanging out for my flights to be cancelled (or substantially changed) and claim under existing refund conditions!

Hmmm... where were these law firms weeks ago when all this was kicking off? Why didn't they get on tv and media to inform people of their rights back then? Or were they holding off so they could make some $$ from a class action?
 
Joined
Feb 13, 2020
Posts
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Hmmm... where were these law firms weeks ago when all this was kicking off? Why didn't they get on tv and media to inform people of their rights back then? Or were they holding off so they could make some $$ from a class action?

As a lawyer who prefers to spend my time being an av-geek, the answer to your last question is "maybe", but here are some other potential reasons. Remember that class actions involve a lot of steps in court before a case is ever heard at trial and a LOT of initial upfront costs by the law firms with generally zero reward - at all - until and unless they win or settle for an amount that's worth their time and investment:

1) Despite the clarity in some airlines' terms (like Qantas) that refunds had to be given, many airlines and providers didn't have that clarity so the the outcome falls to general consumer law. There was a lot of uncertainty and speculation about how the Australian Competition and Consumer Commission was going to approach this, even though it still seemed on its face that refunds were due. Any sensible lawyer would need to hold off until that was clear, and the wait has paid off: the ACCC has now confirmed that refunds are owed, so the relatively weak argument that Virgin, Flight Centre, etc., were making holds absolutely no weight now.

2) Offering a credit initially but still allowing for a refund when pushed does not appear to be a contractual breach. If they muddle it up to the point of misrepresentation or bad faith (tougher to prove as airlines are clever in how they do this), then it's a problem, but simply staying silent on it and either waiting for passengers to request it or burying it within the terms of a voucher (as Qantas has done) is an obvious commercial ploy but not an obvious contractual breach. Still a case to be made, but not as tasty, and many firms wouldn't want to take that case until they were satisfied they had a good one with a bit more meat to it.

3) Law firms are hurting a lot in the current economic situation. It may simply be that the opportunity cost of taking a case that isn't a guarantee is less than it was a month ago when they had more work, so they're now willing to take the chance and go for it.

4) I was stunned at the lack of coverage on people's contractual rights when this began. I can see why airlines were pushing the vouchers, but it got to the point where it felt as though every major media outlet and online publication was pushing the same narrative and actively ignoring anyone who brought this up (had a lovely time being scolded by a defensive editor on ExecutiveTraveller myself, for the offence of pointing out in the comments that yes, people were entitled to a refund if Qantas cancelled their flight and linking to the Conditions of Carriage). No idea why / how that all happened, unless all those reporters / authors were just genuinely too lazy to actually look into the terms.

My first impulse when I saw the class action news yesterday was still a bit of, "meh." Not convinced yet, at least with most carriers in Australia (VA excepted, but that's obviously another legal issue now).
 

Hvr

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I had a booking for 16/17 May 2020 and asked for a refund on 07 April. I did this on-line through MMB.
Money is back on Qantas Premier card today.
 
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