Qantas Says COVID Credits Are Refundable

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JWILLS said:
A number of people would have passed away during this period and would have credits can Qantas explain what they are doing to track next of kin - one way trace transaction made and credit!
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Actually it's their estate that needs to be contacted, not their next-of-kin, unless the next-of-kin is the executor of the estate. The onus is on the estate to contact Qantas, not wait for Qantas to contact the estate when it has no idea who the executor is!
 
Another Qantas promise not delivered... I called Qantas about refunding our COVID Qantas credits. Their response was that the tickets can't be refunded as the original tickets were "non-refundable tickets". More Qantas lies!!
 
Increased eligibility sounds nice, but that's only going to help if it's also easier to convert an eligible refund into actual money.

My refund was "processed" on April 10, yet still hasn't shown up, now three months on from the original request. I'm sure "the refunds team is currently working on a backlog", but still...
 
QF think they are above the law because they can always play the game and make it look like they are doing the right thing for their Customers. Every example of them playing the system needs to be reported to the ACCC so there is a data base of failures. When they openly promote that credits are refundable, except BTW when they are not under the T's and C's, is just misleading the consumer and achieving good "press" for QF, with no benefit for the consumer. QF certainly looks after the shareholders, and the Board and CEO bonuses, and the passengers are just collateral damage.
 
flyertom said:
Another Qantas promise not delivered... I called Qantas about refunding our COVID Qantas credits. Their response was that the tickets can't be refunded as the original tickets were "non-refundable tickets". More Qantas lies!!
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It's annoying - I had the same happen with tickets I had booked to Asia, and later cancelled in March 2020 when things started looking pretty grim.
I managed to spend a good chunk of it earlier in the year, but have a few hundred dollars left to use up.

Cheers,
Matt.
 
JackMiles said:
Just got off a call in regards to a booking made in early 2020. Although I got put on hold a couple of times for fairly long times, it all went smoothly enough...until the very end when the rep said okay, we're all set, but since you want the refund to go to a different card to the one you paid for the original ticket with, you need to send us an email with a letter from your old bank saying you no longer bank with them, plus a letter or statement from your new bank (even though I'm asking for the refund to go to a QANTAS card!), plus basically every last detail of the original booking (incl flight details and ticket number - lucky I archive all booking confirmations).
In short, a very troublesome process that seems certainly designed to make the process difficult. Just when I thought I was in the midst of a good-news story about QF, woah, PLOT TWIST! They are still horrible!
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Is this email same as the one you did?
[email protected]

I didn’t get any reply after all the new cc information is provided.
 
Yeah it’s probably a stand alone database that’s easy enough to set up and keeps people away from the main site. When they use an old booking ref to search and then it retrieves the current outstanding credit and todays booking ref # which might be different from the original, one can then go to the “new” ref and place a booking

And yes it keeps the ACCC happy
 
Hi Matt @AFF Editor

I was the "travel arranger" for 5 family members for a Qantas flight during Covid that I booked through a Travel Agent. When we cancelled the flight during Covid we received Qantas flight credit and were advised we had to contact the Travel Agent to use the credits. The problem with the flight credit was that it wasn't for the total amount of $1,695 that I paid, but it was broken up into 5 individual flight credits that could only be used by each of the passengers.

So when I saw this announcement of Qantas suggesting credits could be refunded, I again got in contact with my Travel Agent. Understandably the Travel Agent didn't know any of the details or really want to get involved, knowing just how hard it would be to get any sense at all from Qantas. But my agent did. She said that she spent 3 hours on the phone to Qantas. This is what she advised me on 27/6/23:

"Following up on the phone conversation yesterday - I have been in touch with Qantas (over 3hr on hold to speak to them) to be informed that tickets purchased through a travel agent can't be checked for their possibility of a refund until the end of this week at the earliest. They are directing all travel agents to wait until they have updated their agent / trade portal with the necessary program to check the tickets purchased through us and cannot assist us over the phone (despite their public website stating otherwise). Sadly, it seems they didn't think it wise to have this ready for travel agents before yesterday's announcement. I have put a reminder on my calendar for Friday, and if the system is not yet working, again on Monday - to triple check the tickets. I ask for your patience during this week while Qantas gets their act together.
I will be in touch once I have a re-confirmed credit / refund option for you."

Who knows what this "agent/trade portal" thing is???? But that's the info my Agent was apparently able to get.

Has anyone had a similar answer?
 
Last edited:
Just called Flight Centre about a Qantas credit for a flight that I booked with them. The customer service agent said that they are awaiting Qantas setting up a system that will allow them to process refunds.

That seems to align with the information conveyed to the previous poster.
 
woodyren said:
Just called Flight Centre about a Qantas credit for a flight that I booked with them. The customer service agent said that they are awaiting Qantas setting up a system that will allow them to process refunds.

That seems to align with the information conveyed to the previous poster.f
Click to expand...
Flight Centre was my agent too.
 
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Graham Atkinson said:
Hi Matt @AFF Editor

I was the "travel arranger" for 5 family members for a Qantas flight during Covid that I booked through a Travel Agent. When we cancelled the flight during Covid we received Qantas flight credit and were advised we had to contact the Travel Agent to use the credits. The problem with the flight credit was that it wasn't for the total amount of $1,695 that I paid, but it was broken up into 5 individual flight credits that could only be used by each of the passengers.

So when I saw this announcement of Qantas suggesting credits could be refunded, I again got in contact with my Travel Agent. Understandably the Travel Agent didn't know any of the details or really want to get involved, knowing just how hard it would be to get any sense at all from Qantas. But my agent did. She said that she spent 3 hours on the phone to Qantas. This is what she advised me on 27/6/23:

"Following up on the phone conversation yesterday - I have been in touch with Qantas (over 3hr on hold to speak to them) to be informed that tickets purchased through a travel agent can't be checked for their possibility of a refund until the end of this week at the earliest. They are directing all travel agents to wait until they have updated their agent / trade portal with the necessary program to check the tickets purchased through us and cannot assist us over the phone (despite their public website stating otherwise). Sadly, it seems they didn't think it wise to have this ready for travel agents before yesterday's announcement. I have put a reminder on my calendar for Friday, and if the system is not yet working, again on Monday - to triple check the tickets. I ask for your patience during this week while Qantas gets their act together.
I will be in touch once I have a re-confirmed credit / refund option for you."

Who knows what this "agent/trade portal" thing is???? But that's the info my Agent was apparently able to get.

Has anyone had a similar answer?
Click to expand...

Qantas Agency Connect.

 
Graham Atkinson said:
Hi Matt @AFF Editor

I was the "travel arranger" for 5 family members for a Qantas flight during Covid that I booked through a Travel Agent. When we cancelled the flight during Covid we received Qantas flight credit and were advised we had to contact the Travel Agent to use the credits. The problem with the flight credit was that it wasn't for the total amount of $1,695 that I paid, but it was broken up into 5 individual flight credits that could only be used by each of the passengers.

So when I saw this announcement of Qantas suggesting credits could be refunded, I again got in contact with my Travel Agent. Understandably the Travel Agent didn't know any of the details or really want to get involved, knowing just how hard it would be to get any sense at all from Qantas. But my agent did. She said that she spent 3 hours on the phone to Qantas. This is what she advised me on 27/6/23:

"Following up on the phone conversation yesterday - I have been in touch with Qantas (over 3hr on hold to speak to them) to be informed that tickets purchased through a travel agent can't be checked for their possibility of a refund until the end of this week at the earliest. They are directing all travel agents to wait until they have updated their agent / trade portal with the necessary program to check the tickets purchased through us and cannot assist us over the phone (despite their public website stating otherwise). Sadly, it seems they didn't think it wise to have this ready for travel agents before yesterday's announcement. I have put a reminder on my calendar for Friday, and if the system is not yet working, again on Monday - to triple check the tickets. I ask for your patience during this week while Qantas gets their act together.
I will be in touch once I have a re-confirmed credit / refund option for you."

Who knows what this "agent/trade portal" thing is???? But that's the info my Agent was apparently able to get.

Has anyone had a similar answer?
Click to expand...
Flight Centre just got the run around from Qantas and gave up. Ringing Qantas Call Centres is as we'd expect pointless.

Has anyone got a direct contact for this Markus SVENSSON, the one who made this announcement?
 
Graham Atkinson said:
Flight Centre just got the run around from Qantas and gave up. Ringing Qantas Call Centres is as we'd expect pointless.

Has anyone got a direct contact for this Markus SVENSSON, the one who made this announcement?
Click to expand...
As an aside to this. What happens to the money that was paid IF a person fails to get a refund or use their flight credit on a booking made with a travel agent?
 

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