QFF Award flight cancellation waiting time

[orin]

Over a month ago I booked an award flight from Bali to Canberra for end of year. A month ago I picked up cash fares and called QF immediately to cancel the award booking. The wait on the phone was over 40 minutes.

The customer service agent assured me it will be processed in 7 days, points and taxes refunded minus 5k points.

I called again two weeks ago, another 30min wait. Again I was told that that cancellation to occur soon.

The flight is still showing under my QF account. I can't cancel the flight online, as the "cancel" button is blacked out, and as that I can customer service.

My cancellation would mean someone else would have the opportunity to book that award flight.

 

[Red Roo]

This sounds unusual. I'd be happy to follow up via private message if you'd like to send me the booking details as reference.

 

[deejo77]

I had a partner airline (AA) flight cancelation that took 3 weeks.....reason they were trying to refund the taxes back to a credit card that I had cancelled....I had to complete a statutory declaration to explain and it was resolved very quick.

 

[jetpack]

Anyone have any hints on how to get my points and taxes back? I cancelled a classic award six weeks ago and still haven't received my refund. I called to follow up two weeks ago and was told it will be done within the week. Somewhat unsurprisingly, it hasn't been done. I'm not particularly looking forward to waiting on hold for ages again just to be told it will be done just so that they can get me off the phone.

 

[Croupier]

Anyone have any hints on how to get my points and taxes back? I cancelled a classic award six weeks ago and still haven't received my refund. I called to follow up two weeks ago and was told it will be done within the week. Somewhat unsurprisingly, it hasn't been done. I'm not particularly looking forward to waiting on hold for ages again just to be told it will be done just so that they can get me off the phone.

Call them up, I had the same thing happen, somehow when I cancelled it through my FF account it said it was cancelled but a glitch happened and it was stuck in limbo, it took a QF rep about 30min to fix it, after that the points were back in 24hrs.

 

[Jack_OC]

I cancelled an award booking in June last year. Like with the OP, it continued to show up as a booking when I logged in. A few weeks later, someone from QF called to make sure I really wanted to cancel, which I thought was odd. When I confirmed that I did want to cancel, the flight disappeared from my bookings online. However, I still hadn't received the points refund by September, so I called up, and was assured I'd get them soon. I called up several more times over the following months, and each time I was assured that the points were on their way. Eventually I called again a couple of weeks ago and was transferred to someone who said she was processing it as we spoke - like Croupier it took about 20-30 mins for her to do so while I was on the line, but then the points posted that day. I strongly suspect that if it wasn't for me continuing to pursue it, I would never have got the points back.

 

[JohnK]

As mentionee in another I cancelled an award ticket and would receive refund of points and surcharges. Think it was over a month and still no refund and when I called for something else I asked them to speed up the process and it was refunded in the next 24 hours.

 

[Womble99]

I think you were lucky they answered! I am still on the phone on hold for over 2 hours! Gave up this morning after an hour and a half................. maybe they will answer before my mobile goes flat?