Qantas to allow free changes, cancellations to Classic Flight Reward bookings to 30 September 2022

[sudoer]

@sudoer Did they mention whether those incorrect multi-passenger refunds would be automatically corrected or should people proactively contact Qantas if they've been dudded?

Afraid I didn't ask, but they certainly weren't proactive in refunding me until I called.

 

[Nathant123]

I apologise if this is not the correct place to ask but I'm planning a domestic trip for over the easter long weekend or perhaps just after (NSW to QLD). I'm not too keen to book in advance in case borders close again and I'm also not keen on a travel credit in the event flights are cancelled. I've seen that while business fares are significantly more expensive at the moment they are fully refundable so I presume in the event of a border closure I can simply cancel or no show and receive the full refund to the original payment method?

 

[AIRwin]

I've seen that while business fares are significantly more expensive at the moment they are fully refundable so I presume in the event of a border closure I can simply cancel or no show and receive the full refund to the original payment method?

Depends on the option

Domestic Business fares | Virgin Australia

Business Saver fare - $50 cancellation fee and credit allowed to Travel Bank only
Business fare - no fee for refund to original form of payment

 

[sudoer]

@sudoer Did they mention whether those incorrect multi-passenger refunds would be automatically corrected or should people proactively contact Qantas if they've been dudded?

So I had this happen once again yesterday. I'd cancelled a SYD-MEL booking during the recent 30% off sale and rebooked to save a few points. Just one adult's worth of points arrived on my activity statement. Called up this morning and points were refunded immediately without any arguments.



I pushed the rep on whether the points would've come through automatically if I waited, they couldn't answer definitively. When I asked if this was affecting all cancellations they also refused to say, instead saying just some QFF members were affected. (which makes zero sense to me)

 

[NoName]

Makes me wonder how many people never even notice this problem. Obviously it is a non-zero number so it can only be helping QF in terms of the liability on their balance sheet from outstanding points.

 

[serfty]

@sudoer Did they mention whether those incorrect multi-passenger refunds would be automatically corrected or should people proactively contact Qantas if they've been dudded?

...
I pushed the rep on whether the points would've come through automatically if I waited, they couldn't answer definitively. When I asked if this was affecting all cancellations they also refused to say, instead saying just some QFF members were affected. (which makes zero sense to me)

Makes me wonder how many people never even notice this problem. Obviously it is a non-zero number so it can only be helping QF in terms of the liability on their balance sheet from outstanding points.

This has been an ongoing issue for some years. It seems with any Multi-PAX online cancellation where processing of an award booking refund is automatic, a refund for one PAX only is generated and further contact is required to get the remainder refunded.

It also appears to be the case that this happens for many manually initiated cancellations - where presumably the Agent enacts a semi auto. refund process.

 

[turtlemichael]

I phoned on Wednesday and, after 53 minutes on hold, the issue was fixed within 30 seconds. Points posted instantly. The refund of fees will take another 6 or so weeks.

 

[Matt_01]

This has been an ongoing issue for some years. It seems with any Multi-PAX online cancellation where processing of an award booking refund is automatic, a refund for one PAX only is generated and further contact is required to get the remainder refunded.

It also appears to be the case that this happens for many manually processed cancellations - where presumably the Agent initiates a backend refund process.

Do you know if it was common or just hit and miss. Just asking as for the past 12 years I have been booking and cancelling trips for Mrs and MissM and cannot recall a time when all points were not returned. All of our 2020 booking that were cancelled for x2 PAX all the points came back at once, maybe just luck.

I made some bookings to NZ in Dec 20 for travel in Sep 21, I cancelled these online on Monday, by Thursday one lot of points had been returned and after a quick call the other lot was in my account within 5. It seems to be a little hit and miss at the moment, EK cancelled (so airline initiated) a flight that I had made with QF points for Mrs and MissM and these points have not been returned and this cancellation was made before the ones I initiated. I also cancelled booking online 4-5 weeks back (x1 PAX) and the points have not been returned.

I have come to accept that the refund for the cash component will take several more weeks.

 

[serfty]

@Matt_01 , Maybe there should be a new thread "Qantas refund lotto".

Reporting of the issue with short refunds for multi pax booking cancellations goes back to at least 2019.

 

[turtlemichael]

@Matt_01 , Maybe there should be a new thread "Qantas refund lotto".

Reporting of the issue with short refunds for multi pax booking cancellations goes back to at least 2019.

I wonder how many points haven't been claimed. A lot I suspect and therefore not in Qantas's interest to do anything about it.

 

[Matt_01]

@Matt_01 , Maybe there should be a new thread "Qantas refund lotto".

Reporting of the issue with short refunds for multi pax booking cancellations goes back to at least 2019.

Why not have a thread on the "Qantas refund lotto" it could be along the same "Qantas upgrade lotto". Your second sentence could explain why I have not experienced short refunds, in 2019 I did not cancel rewards bookings and these bookings were made in 2018.

I wonder how many points haven't been claimed. A lot I suspect and therefore not in Qantas's interest to do anything about it.

You make a good point and there are many punters out there that have little or no idea how the game works. @Mattg posted on another thread "changes have been made to the QF site and not for the best", or something similar. I wonder how many punters are being caught out by these changes and thinking QF points can only be used on QF flights. A standard QF points search MEL-HKG returns something like this:


scroll down a few rows and you get this and still in Y


Swap the classic reward button from

to this

much better options


Who on earth would drop a minimum of 116K points to travel in QF Y when you can travel in CX J for 75K

 

[NoName]

Scroll down to the bottom of all the flight options and there’s a “search classic awards” button which brings up the old format. Much better IMO.

 

[Matt_01]

Scroll down to the bottom of all the flight options and there’s a “search classic awards” button which brings up the old format. Much better IMO.

Absolutely agree, I posted that detail in the other thread @Mattg started.

Edit: Actually from above not sure if I ever posted or if @Mattg started the thread. I do have screen captures on my computer of similar images above from different dates but detail the same outcome.

 

[Mattg]

Absolutely agree, I posted that detail in the other thread @Mattg started.

Edit: Actually from above not sure if I ever posted or if @Mattg started the thread. I do have screen captures on my computer of similar images above from different dates but detail the same outcome.

I believe this is the thread you're referring to:

Award Search Calendar - By Class

Hi All, Is there a way to search for QFF awards using a calendar function - filtering by class? There is currently the 'See other dates' option, however it displays availability in any class (mostly Y), where as I would only like to search for J. If not, is there a way to pull up the old...

www.australianfrequentflyer.com.au

 

[Captain Halliday]

So I had this happen once again yesterday. I'd cancelled a SYD-MEL booking during the recent 30% off sale and rebooked to save a few points. Just one adult's worth of points arrived on my activity statement. Called up this morning and points were refunded immediately without any arguments.

View attachment 243164

I pushed the rep on whether the points would've come through automatically if I waited, they couldn't answer definitively. When I asked if this was affecting all cancellations they also refused to say, instead saying just some QFF members were affected. (which makes zero sense to me)

Makes me wonder how many people never even notice this problem. Obviously it is a non-zero number so it can only be helping QF in terms of the liability on their balance sheet from outstanding points.

I’ve had this issue again this week (and posted about it in another thread not realising it was being discussed here).

I had an AU based agent tonight who conceded it was a known issue. I didn’t push him on whether anyone was going to fix the problem. I figure that’s above his pay grade.

But he did explain the re-crediting of points required the involvement of a specific group in the FF team and couldn’t simply be done by any of the agents. He advised this team works 0700-1900AEST and if you call during these hours points will be refunded immediately.

 

[zoom&boom]

Just wondering if I’m doing something wrong or have others seen this?

I booked a Classic Reward for 2 SYD - DRW in October 2020 with travel in June 2021. Unfortunately I now have to cancel this book. When I attempt to cancel this booking I’m offered a Flight Credit only with no way to request a refund. I obviously seen that Qantas is offering refunds on Classic Reward bookings but wondering what gives.

Has anyone experienced this?

 

[Matt_01]

@zoom&boom below is what is published on the QF site. In mid March I canceled 5 reward bookings to/from NZ. I cannot remember what message I received as I went through the cancellation process however all points were returned and the fees and taxes were refunded to the original form of payment.

 

[zoom&boom]

Thanks for the snappy reply. I saw what you posted but wasn’t game enough to press the refund button. I’ll have a go and see what happens. Phone fully charged and standing b....

 

[AFF Editor]

I recently contacted Qantas to follow up on the issue of only 1 passenger on multi-passenger Classic Flight Reward bookings receiving a refund, which has been widely reported on this and various other AFF threads.

Qantas told me that they have identified a "temporary issue" affecting some multi-passenger award bookings which has now been fixed. They also said that they've not recently been contacted by members about this particular issue, and that all outstanding refunds for subsequent passengers on multi-passenger bookings have now been processed.

For members who experienced this problem, have you now received a full refund for all remaining passengers on your booking/s?

 

[Jacques Vert]

We booked flights the day before the DSC offer was announced, so we cancelled and re-booked. The points for one pax came back within a couple of days.

After two phone calls approximately a week apart, the second lot of points were refunded but no sign of the taxes as yet.