Waiting for a refund for flight? Read on

[Pushka]

I canceled a revenue flight on 18th August. I could see it still appearing in my booking details a few days later so I called up. It was in the queue to be cancelled so the operator cancelled it there and then and was told it was a $100 cancellation fee. Fine. A week later no refund appeared so I called up again just now. It's in a different queue. This is a 'call passenger' queue where it's been sitting for a while. Because I'd been told the wrong cancellation amount and that Qantas had to call me to accept. So I can only imagine how long I'd have to wait for that call. Operator admitted there was a long backlog for refunds. So much for the 2-3 working days for them to process and then of course the credit card to do their thing with it.

Anyone waiting for a week to get a refund should call to move it along.

 

[Austman]

My latest refund of a cancelled trip took 2 months. And it's still not properly refunded.

 

[Pushka]

My latest refund of a cancelled trip took 2 months. And it's still not properly refunded.

I trust you've followed up on that? Were their cancellation charges higher than expected as per documentation? Qantas state a 3 day (maybe even 2 days) for refunds then of course the credit card takes a couple of extra days. Which is where you get into the 'their fault' game.

 

[Bundy Bear]

One of our staff was meant to catch a flight to Weipa but due to fog in Brisbane the entire trip was cancelled.

Seems like Qantas are terrible at refunds, I am not holding my breathe that we will get it back.

 

[Pushka]

One of our staff was meant to catch a flight to Weipa but due to fog in Brisbane the entire trip was cancelled.

Seems like Qantas are terrible at refunds, I am not holding my breathe that we will get it back.

This was for an amount that needs to be refunded...

 

[JohnPhelan]

And it takes much longer if the cancelled flight originates outside Australia. I cancelled a LAX-BNE ticket and it took around three weeks for the refund to be processed. This is because, for flights originating overseas, the refund must be processed by the relevant QF office overseas (for the USA, that's in Arizona) and that's a manual process.

 

[Pushka]

And it takes much longer if the cancelled flight originates outside Australia. I cancelled a LAX-BNE ticket and it took around three weeks for the refund to be processed. This is because, for flights originating overseas, the refund must be processed by the relevant QF office overseas (for the USA, that's in Arizona) and that's a manual process.

It wouldn't surprise me if they are all manual now, otherwise there wouldnt be a queue. Thankfully this one was in Australia.

 

[Matt_01]

From memory it was faster a couple of years back but really not sure. I now change most fares back to vouchers (with the exception of international J) and use them at a latter time.

 

[Austman]

I trust you've followed up on that?

It was a simple domestic classic award. I took a screen shot of the cancellation confirmation. For classic awards it says allow 10 business days to get back taxes and points, minus the 6,000 point fee. After about 6 weeks and nothing, I followed it up. After a few more days I received an apology for the delay and a promise that taxes and points (minus the 6,000 fee) would be refunded within another 5 business days. After a further week, I received the taxes back but am still waiting on the points. It's now more than 2 months. I suggested, under the circumstances, QF should waive the 6,000 points fee but received a negative response to that.

 

[Mrmaxwell]

I'm currently into my 4th week of waiting. Called QF at week 3 asking for an update - was told it needed to be moved into another queue and that the refunds team were behind in their duties.

First time I've required a QF refund - very LCC-like of them requiring constant chase ups to get a refund.

 

[Pushka]

I'm currently into my 4th week of waiting. Called QF at week 3 asking for an update - was told it needed to be moved into another queue and that the refunds team were behind in their duties.

First time I've required a QF refund - very LCC-like of them requiring constant chase ups to get a refund.

Reckon you both should post on their Facebook and tweet. The only reason I tweet these days. This queue business is a nonsense. Maybe a charge back via the credit card?

 

[Mrmaxwell]

Reckon you both should post on their Facebook and tweet. The only reason I tweet these days. This queue business is a nonsense. Maybe a charge back via the credit card?

Good idea.

I've got better things to do than chase Qantas on a weekly basis...I'd expect this style of refunding from D7 but not QF!

 

[slinky123]

It took 6 weeks to get a BPay refund in July. ( MEL-LAX return) though the first 2 weeks could have been avoided if the chat rep gave me correct info as to how to get a BPay refund. After 2 weeks and no refund, found out that we should have sent our Bank details etc. Did all that, then rang them every Sunday morning for the next 4 weeks. They finally confirmed that the refund had been sent to the Bank on a Thursday, it took until the following Tuesday for CBA to credit our account.

After that experience, I don't think Id ever pay with BPay again. Though sounds like credit card is lengthy too. Hope you hear from them soon.

 

[kermatu]

Around this time last year I had to cancel our trip through Asia and Europe costing around $14k for 2 pax. Decided to split the booking, cancel one half and retain the other as a credit/voucher. The credit worked fine but the refund took at least a month and two calls. I chalked it down to the split ticket, but on the second call the agent 'realised' full details of the credit card needed to be re-provided, including verification code. Seemed like a convenient oversight to me that this isn't communicated on any web page (best I can tell) or on the CSA checklist.

Not just QF, but I'm sure when you add up all the times a company gets its money asap but the refund is always a few days late - must be a nice little earner.

 

[Pushka]

Around this time last year I had to cancel our trip through Asia and Europe costing around $14k for 2 pax. Decided to split the booking, cancel one half and retain the other as a credit/voucher. The credit worked fine but the refund took at least a month and two calls. I chalked it down to the split ticket, but on the second call the agent 'realised' full details of the credit card needed to be re-provided, including verification code. Seemed like a convenient oversight to me that this isn't communicated on any web page (best I can tell) or on the CSA checklist.

Not just QF, but I'm sure when you add up all the times a company gets its money asap but the refund is always a few days late - must be a nice little earner.

I agree. Twice I have called and twice I've had a different excuse. It's a tactic. There is no reason why they needed those details again if it was the same credit card. If I have to call a third time and get the CC excuse then that would confirm it.

 

[Mrmaxwell]

I agree. Twice I have called and twice I've had a different excuse. It's a tactic. There is no reason why they needed those details again if it was the same credit card. If I have to call a third time and get the CC excuse then that would confirm it.

My refund finally came through today...2 business days after my last 'angry call' where I escalated to a manager and they promised 3 business days processing time.

I certainly feel that this last call was when my refund was actually processed, while the previous two attempts and 4 weeks were just QF paying lip service.

 

[Archphoto]

Their refund process is woeful!! I had to cancel a flight and it all went well online, although being told it could take 4 weeks to possibly be processed by the bank wasn't appreciated.

Fast forward 4 weeks - no refund. Called QF and spoke with a great guy in Tasmania. He checked it all out for me and their "Refund bot" had supposedly missed the refund and I had been marked as a "no show".

As the ANZ Amex card had been cancelled they couldn't refund to that card, so I ended up having to provide a Stat Dec, the new card details as a statement and ID all approved by a JP. Voiced my disgust that it couldn't be done over the phone - all the details were the same except the card number and it was their error, not mine. Asked how long it would take to get the refund finalised - up to 21 days!!!! Basically told him that was totally unacceptable as it was their fault and they were expecting me to wait whilst the cash gained them interest. He told me to write a cover letter with all the info required explaining what had happened and strongly advised me to also contact the (lack of!) Customer Service department to voice my disgust at their handling of the entire debacle.

Finally got the refund 7 days later (minus the CC fee) - I had actually requested that they waive that due to it being such a debacle on their part, but I guess they needed every cent possible to help them make their 2nd greatest profit on record.

And their Customer Service platform is still inoperable online - but boy will I let them have it when I do get in touch!! If anyone has a snail-mail contact I'd happily send it to that instead, not expecting *any* result, but at least I'll have been able to succinctly (and politely) tell them that their CS stinks with regard to their refund processes.

On the plus side, Ken was brilliant and if they had more staff like him answering their phones, their customers would be considerably happier when things do go wrong.

 

[Steve54]

I booked and paid for exit row seats on QF51 Brisbane to Singapore. I book the better legroom seats because I'm very tall. On arrival at the airport we discovered the plane had been changed to a different model and no longer in the exit row. I guess they change planes for all sorts of operational reasons so no problem with that. I enquired with a QANTAS lady at checkin about a better seat. They apologised for the inconvenience and reseated me in bulkhead seats which were much better than being crushed between rows. They also advised me to claim the exit row seat cost when I returned home. I made that call a couple of days after getting home. I received a confirmation email during that phone call to expect the refund within 10 days and the money was in the bank within 3 days. Very efficient I thought. Not quite a full flight refund but I imagine the process is the same or very similar.

 

[Pushka]

I booked and paid for exit row seats on QF51 Brisbane to Singapore. I book the better legroom seats because I'm very tall. On arrival at the airport we discovered the plane had been changed to a different model and no longer in the exit row. I guess they change planes for all sorts of operational reasons so no problem with that. I enquired with a QANTAS lady at checkin about a better seat. They apologised for the inconvenience and reseated me in bulkhead seats which were much better than being crushed between rows. They also advised me to claim the exit row seat cost when I returned home. I made that call a couple of days after getting home. I received a confirmation email during that phone call to expect the refund within 10 days and the money was in the bank within 3 days. Very efficient I thought. Not quite a full flight refund but I imagine the process is the same or very similar.

Well what a win win for you! Nice.

 

[van]

Crikey. QF service has downgraded. Maybe there are staffing problems. Many years ago our flight from Townsville to Sydney was cancelled. A few days later we received a QF credit voucher for business class flights. We were originally booked in economy. We were then QF Gold. Maybe now there are to many QFF customers to give adequate service.