QF won't cancel a Classic Reward return leg?

[datal1]

Hi guys,

After a 2.5 hour wait to get through to QF call center, they are telling me I can't cancel the return leg of my classic award booking?

I have under a single booking SYD to NAN in J on Tuesday and then NAN to SYD in J one week later. I had to shorten my trip so I re-booked a different flight home from NAN with cash.

The lady is telling me I can't cancel that return leg in my first booking, and instead I must miss the flight, and then call up to get a points refund. Just doesn't sound right to me, and seems like a great way to lose 2x J seats that they can't resell, knowing I won't be on that plane. Or is that just how it works?

 

[aikman]

Call again and speak to a different person. Sorry but it will probably be another 2.5hr wait.

 

[Scr77]

Typical overseas call centre rubbish. Keep Calling until you get an Aussie or Kiwi. If you take the first leg, you will definitely NOT get a refund!

 

[TheInsider]

Hi guys,

After a 2.5 hour wait to get through to QF call center, they are telling me I can't cancel the return leg of my classic award booking?

I have under a single booking SYD to NAN in J on Tuesday and then NAN to SYD in J one week later. I had to shorten my trip so I re-booked a different flight home from NAN with cash.

The lady is telling me I can't cancel that return leg in my first booking, and instead I must miss the flight, and then call up to get a points refund. Just doesn't sound right to me, and seems like a great way to lose 2x J seats that they can't resell, knowing I won't be on that plane. Or is that just how it works?

This may help?

https://help.qantas.com/support/s/article/Refunding-cancelling-or-changing-a-Reward-flight-booking

Otherwise refer to the contact centre thread and there is a phone number to call, but if they ask, you got the number from an airport staff member.

Qantas Call Centre Long Wait Times

My understanding (from unofficial sources) is that there is a pool of priority phone numbers that airport staff give to passengers which rotates every few weeks. I will attempt to publish the currently active number(s) in this post: 1300 304 318 1300 659 161 1300 025 396 1300 659 116 1300 024...

www.australianfrequentflyer.com.au

 

[sudoer]

they are telling me I can't cancel the return leg of my classic award booking?

This is correct advice if both legs are on the same PNR and your journey has already commenced or will commence in under 24 hours.

Changes

Fees are not payable where you are entitled to a refund or alternative flight under the Australian Consumer Law or Conditions of Carriage.

• If you combine Classic Flight Rewards with non-Classic Flight Reward fares ("Commercial Fares"), the most restrictive fare condition of those Commercial Fares apply to the segments booked as Classic Flight Rewards for booking changes. Refer to the Commercial Fare conditions.
• Changes to combined bookings are only permitted by contacting Qantas Contact Centres and Service Fees may apply.
• If your booking contains only Classic Flight Rewards, then the following conditions apply:

Up to 24 hours before departure of the first flight:
The following changes are permitted up to 24 hours before departure of the first flight in your booking:

• change to name (only for flights with a Qantas (QF) flight number on the ticket that are operated by Qantas)
• change to class of travel
• change to any segment routing (including departure, stopover or destination cities) or airline

Up to the commencement of travel for each flight:
The following changes are permitted up to the commencement of travel of each flight in your booking*:

• change of flight number
• change to date of travel

Cancellation (including no show)

If you combine Classic Flight Rewards with non-Classic Flight Reward fares ("Commercial Fares"), the most restrictive fare condition of those Commercial Fares apply to the segments booked as Classic Flight Rewards for cancellations and refunds. Refer to the Commercial Fare conditions.

If your booking contains only Classic Flight Rewards, then the following conditions apply:

• Refunds or re-credit will not be allowed once travel has commenced, even if remaining travel is not completed.
• Requests to cancel a Classic Flight Reward ticket (where permitted) and re-credit points may be submitted prior to the commencement of the first flight in your booking and will incur a Cancellation Refund Fee in points. Only points that would not have expired will be re-credited.

 

[RichardMEL]

suggestion for a mod: modify subject to replace "CA" with "Classic Reward" or something? I was thinking this was about Air China and got confused mightily with both QFF and NAN involved

 

[sudoer]

instead I must miss the flight, and then call up to get a points refund.

Just to add - don't do this. You won't get a refund for a no-show.

On the day of scheduled departure if you fail to board a Flight Segment (no show) the points for that segment will be forfeited and are Non-refundable.

Your best option is to move the flight to some point in the future and either fly it, or hope that Qantas reschedules or cancels the flight entitling you to a refund.

 

[datal1]

Thanks everyone, and especially for the tip on that other number to call. All sorted within literally 2 minute by someone in an Australian call center who knows the cancellation policies! Was also able to help push through a points refund from a cancelled award booking from 6 weeks ago which had errors and was stuck in the system.