Qantas Revenue booking cancellations (under covid19)

[AndyGoodyear]

How are people getting through to Qantas? Phone line >5hrs wait, webchat dead. facebook dead. I really need to get a change that was done yesterday ticketed... any thoughts?

When I called just after 9am, the callback service was available. I received a call back in just over an hour

 

[ozflier]

Hi,
Any thoughts, does this arrangement apply to bookings for flight itineraries that start by 31 May or are started and completed by that date.
I have a OWA starting mid May that does not finish until early June.
Do you think that I will be able to cancel all the booking or just those flights before 31 May.
Common sense suggests the former but who knows.
ps best wishes , thanks and good health for all our colleagues on this blog.

 

[Jean Prouvaire]

How are people getting through to Qantas? Phone line >5hrs wait

I rang at 4 in the morning and got through in a few minutes. Still got the "unprecedented number of calls so don't ring us unless it's urgent" preamble, but the wait time at that hour was fine.

 

[N860CR]

If they cancel it, you’re entitled to a refund.

If you’re unable to travel due to restrictions.... well that’s proving problematic.

 

[Guvner]

Lots of discussion here: Qantas booking cancellation (new covid19 rules)

 

[comforttravel]

Hi All,
I have some domestic flights booked for May and August. They are economy (paid cash) and upgraded to Business (class U) with points. If I get a voucher because the need for the flight no longer exists, what booking class will be voucher be issued for (or is it for cash) and what happens to the points?

 

[Guvner]

Hi All,
I have some domestic flights booked for May and August. They are economy (paid cash) and upgraded to Business (class U) with points. If I get a voucher because the need for the flight no longer exists, what booking class will be voucher be issued for (or is it for cash) and what happens to the points?

My best guess is that the cash component will be a voucher and the points will be refunded.

 

[jeza]

Hi,
Any thoughts, does this arrangement apply to bookings for flight itineraries that start by 31 May or are started and completed by that date.
I have a OWA starting mid May that does not finish until early June.
Do you think that I will be able to cancel all the booking or just those flights before 31 May.
Common sense suggests the former but who knows.
ps best wishes , thanks and good health for all our colleagues on this blog.

If you have not commenced travel on a OWA I thought you were able to cancel the whole lot for all points, fees & taxes returned minus the Cancellation Fee of 6000 points per passenger.

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From T&C's

14.7.4

Subject to this clause 14.7, the following changes are permitted to a Classic Flight Reward after ticketing and prior to commencement of any travel and will incur a Change Fee (see the Fee Schedule) per passenger:


(a) change to flight number;
(b) change to date of travel;
(c) change to class of travel;
(d) change to any Segment routing or airline;
(e) change to name (only for Flights with a Qantas (QF) flight number on the ticket that are operated by Qantas); and
(f) request to cancel ticket and re-credit Qantas Points. Please note that only Qantas Points that would not have expired will be re-credited.

Frequent Flyer Terms and Conditions | Qantas

These Terms and Conditions form the basis of Qantas Frequent Flyer, to protect both Members and the Qantas Group.

www.qantas.com

 

[MEL_Traveller]

Hello Fellow Flyers.
I'm just looking for some advice.
If i booked a Sale Economy return flight from Canberra to LAX next month and Qantas cancel it, am i entitled to a full refund?
Or will i have to take the Travel Voucher they have on offer at the moment.
Thanks in advance.
Cheers
Craig

If Qantas have cancelled the flight, you are entitled to a full refund. You should take the cash refund, NOT a voucher, as the latter comes with all sorts of issues such as the potential for increased fares when you actually get around to using the voucher.

 

[Seat0B]

They told me anyone cancelling a reward up to the applicable dates, will have the 6000 points refunded. They said it was a manual process and expect to wait 1-2 weeks

Yes thanks for clarifying this. I was just getting a bit worked up as I have cancelled a number of domestic award flights today after specifically considering whether to wait and see if my flights were in the 60% that would be cancelled and claim the full refund. So I'm relieved to hear it too.

 

[pmdg7444]

Just did a fast finger mistake. Clicked cancel (refund) not (voucher) on a flight for next day 18 March (so no yet canx from schedule). Business Sale fare (no refunds)

I've come across a fb post from someone claiming they managed to have this rectified by calling. Hoping thats the case!

 

[jastel]

Have a similar problem....

My flight is not tomorrow but a week or so away...so do what the email says but...
When I go to "Manage My Booking", click on "Cancel/Voucher", then on next page any reference to a "Voucher" disappears? Only a button saying "Cancel" is there. I dont want to click "Cancel" as I want a Voucher...or is there another page after this one?

This is a normal paid el cheapo red e deal domestic flight.

 

[serfty]

Hello Fellow Flyers.
I'm just looking for some advice.
If i booked a Sale Economy return flight from Canberra to LAX next month and Qantas cancel it, am i entitled to a full refund?
Or will i have to take the Travel Voucher they have on offer at the moment.
Thanks in advance.
Cheers
Craig

There are time limits on the current voucher option to accept - 31st March IIRC.

If you no longer wish to (or cannot) travel then perhaps wait to see what is cancelled by Qantas in the next 10 days or so. If any rebooking option offered by them represents a "significant change" for you then you can ask for a full refund.

So, take the voucher by 31st March or play wait and see.

 

[eman1]

I cancelled an international Qantas flight booked via the website (BNE-SIN next month) on Sunday evening (been 48 hrs now) after they announced the extended travel credits but didn't see a 'voucher/travel credit' option on the cancellation page. I went ahead with the cancellation thinking it was going to give me an option after confirming the cancellation but have not received a confirmation email since then.

I've tried calling the hotline and have been getting the >5 hour hold times.

Has anyone had a similar situation to mine and received a travel credit?

Thanks in advance.

 

[fersea]

Qantas seems to have clarified the issue a bit more now. From their Facebook page

..
If you’re booked to fly up until 31 May 2020 and no longer wish to travel, you can avoid change fees by having the value of your fight transferred to a flight credit. This credit can be redeemed up until 30 September 2020 or 12 months from the original date of ticket issue, whichever date is later.

For anyone who’s already made use of this offer and received a credit that expires before 30 September, we’ll extend it to 30 September 2020. It can be used for any travel dates available when you go to redeem it.

Go to Manage Booking Manage booking | Qantas AU on Qantas.com, click ‘Cancel’, then ‘Voucher’. Your flight credit may take some time to process, so please be patient.

Our Call Centres are under significant pressure responding to the rapidly evolving travel situation. Our call centre and social media teams are working around the clock to proactively contact and re-accommodate our customers. At this stage we are prioritising those with imminent travel. We ask that you reconsider your need to contact us unless your travel is commencing within the next 72 hours.

If your flight was booked through a travel agency or third-party website, contact them directly.
..

The way I read it, everyone’s voucher will be up to 30 September 2020 if they booked before 1 Oct 2019, or otherwise it will be later. That voucher will need to be used by the due date, but the flights won’t have to be taken, so you probably have up until at least August 2021 to travel.

 

[onelongflight]

Just spent 4 hours on the phone waiting for qantas - I got up at 3am to ring :/ - I had a flights from Syd>Adel Return on the 26/3 (wedding is now cancelled), I managed to get a credit note but apparently its 12 months for when I purchased the tickets which was in Jan/20, wedding is now moved to Feb2021, Qantas said I woudlnt be able to use it for flights in feb and its for 12 months for Jan, which is crazy since the travel was in march.. ARGHHH what a waste of time.

 

[Jean Prouvaire]

I managed to get a credit note but apparently its 12 months for when I purchased the tickets which was in Jan/20, wedding is now moved to Feb2021, Qantas said I woudlnt be able to use it for flights in feb and its for 12 months for Jan, which is crazy since the travel was in march.

The post above yours indicates that:

• you can redeem a voucher up until 30 September 2020 or 12 months from the original date of ticket issue, whichever date is later
• The voucher can be used for any travel dates available when you go to redeem it

This suggest, despite what they may have told you over the phone, than you can use it to travel in February 2021 as long as you rebook the flight before 30 September 2020.

 

[onelongflight]

The post above yours indicates that:

• you can redeem a voucher up until 30 September 2020 or 12 months from the original date of ticket issue, whichever date is later
• The voucher can be used for any travel dates available when you go to redeem it

This suggest, despite what they may have told you over the phone, than you can use it to travel in February 2021 as long as you rebook the flight before 30 September 2020.

Thank you!!, I will wait till I get my voucher and see how it goes.

 

[albatross710]

Had a two day SMS chat conversation in which I thought I had progressed the conversation for an International booking from their first offer of a $400 cancellation, to a refund less credit card fees to finally a full refund as the original booked flights were no longer available. All the way through I had the feeling I knew more about the Qantas policy than the agent did.

The agent and I exchanged messages : "Confirmed to go ahead for a full refund for $x,xx_." reply "Yes, going ahead for a full refund of $x,xx_". Now to wait 7-10 biz days for the refund

Next day I received a new itinerary for new flights, no mention of the refund.

The travel is still a month away, so I'll just wait to see what happens.

 

[dylarr]

Wonder if Qantas will adjust the waiver rules now that DFAT have changed their advisory for the entire world to Level 4 - "Do Not Travel".