QFF refund fee

[banana boy]

I made a J redemption booking on MH using QFF points/QF website. 90,000 points were deducted and my cc was charged but the booking failed. I did not receive confirmation and the booking did not show in my account. I contacted the call centre who said MH were not allowing the ticket to be attached to the booking and that it would be cancelled and I'd be refunded. I wanted to fly and didn't cancel the booking but they said "the booking is invalid and will be cancelled".

I have been refunded the 90,000 points and the pending cc charge has been removed but I have been charged a 6,000 point refund fee.

I contacted QFF to get the 6,000 points refunded but they have been non-responsive. I don't think I should be charged this fee as this happened through no fault of my own and the cancellation was entirely due to QF not being able to complete the booking.

Unsure if anyone else has had this experience and what is required to get the 6,000 points back. Any thoughts? Thanks.

 

[ChrisMars]

At this stage, I would reach Qantas on facebook. They have been good in the past fixing things the call center wouldnt. But uea go and ask for your 6000 points.

The real issue was probably that Qantas failed to ticket your flight (I imagine you never got that pdf itinerary containing a ticket number). Certain airline cancel the redemption when Qantas is too slow. In theory, you get some ground to ask for reinstate, or to be rebooked on Qantas metal where Qantas covers that destination. In practice, it s tricky, and since you get a refund, that boat probably sailed already. But go get your 6k points a t least.

 

[NM]

Be sure to use the term "involuntary cancellation" when communicating with Qantas. They cancelled your booking. It was not you requesting them to cancel your booking. Make it very clear by using the industry recognised term "involuntary cancellation".