Coronavirus: Changes to Award Bookings

14 replies

RichRing

Member since 29 Jul 2019

Total posts 14

Hello Lovely People,

I need your guidance on this... I've got a reward booking using Qantas FF for travel on Emirates on 26.05

Given the situation I would like to know how to minimise the impact of fees and points and should I cancel or just change the dates of travel?

Also, my reward booking includes an Infant, for which Qantas did not charge anything. However should I decide to travel after November 2020 she would be 2 years old and if I'm correct they would charge the full points... is there a work around it? Excuse me if it's a silly question ;).


... also do you suggest I wait before I cancel or change the dates? Here's me wishing the situation all changes before May!!!

Your suggestions would be of great help as I try to find a solution.



josephjohn8484

Member since 17 Jan 2013

Total posts 53

I cancelled an award booking using Qantas points for an Emirates flight yesterday. Annoyingly, you cant usually cancel these online, you need to call, for which I waited 4 hours.

They were happy to cancel the flight and refund the taxes and ALL points, there was no penalty at all.

Just to be clear, when you fly, you will NEED TO CALL EMIRATES to ticket the infant, and your going to get a nasty shock, they will charge you 10% of the full fare for the infant.

planesa380

Virgin Australia - Velocity Rewards

Member since 05 Sep 2013

Total posts 65

Get a refund on your points and either rebook with points later or buy a ticket with cash on another airline.

Wait time can be over 8 hours at qantas for bronze frequent flyers (according to colleague).

Emirates will not let you child fly on an infant fare (if age 2 at time of travel) even if delayed due to Covid-19 (at least according to a British travel forum on Travel and covid-19).

Children aged over 12 pay 100% of the adult airfare.

Children aged 2 to 11 years inclusive pay 75% of the adult airfare.

Infants must be under the age of 2 years for the entire journey (not occupying a seat) and pay 10% of the applicable adult fare for the journey travelled.


Safety first especially with kids involved.

RichRing

Member since 29 Jul 2019

Total posts 14

Hi Josephjohn8484 & Planesa380

Thank you very much for all the information. I was able to get through to Qantas after 5 hours on the phone and was advised a full refund of points and fees paid, I'll have to wait for 10 days though for it to be credited which is perfectly fine.

Once again THANK YOU very much for all the information.

Malcolm53

Qantas - Qantas Frequent Flyer

Member since 25 Mar 2020

Total posts 1

I have 2 award flights booked through Qantas, flying Qatar, for September and October. I called Qantas the other day to find out my situation and after waiting 4 hours on the chat, was told that they would currently waive cancellation fees, (both points and $), for bookings through to 31/5. I was advised to wait till closer to my dates to see if the waiver is extended. If I cancel now, as I'd like to, then I'm up for a 24,000 point cancellation fee, (6,000 per passenger per ticket).

So, well done to those who've got their refunds already. Hopefully, Qantas will extend the waiver through to October. I can't see things being anything like normal by then.

Davidusa

Member since 29 Nov 2019

Total posts 1

Hey, i recently cancelled a domestic trip online with QF. How long should I expect to wait to see refund for miles and fees?

Its been 1 week and nothing yet.

Thanks

mmouse

Member since 24 Mar 2020

Total posts 1

does anyone know if it is the same situation with a rewards booking for China Eastern? Do I just cancel on the Qantas website and will all points be refunded?

Crane62

Qantas - Qantas Frequent Flyer

Member since 16 Mar 2018

Total posts 11

just keep on following up your refunds for both, points (minus the cancellation fee) and taxes. I terminated my flight to Europe early March, checked my bookings a few hours later....phoned back (another 1.5hrs on hold), was told there was no cancellation.....so we cancelled the trip again and was assured points and taxes are coming back within 10 days. After checking on the 14th of March (11 days later) still no refund......so I phoned again, waited on hold for 2 hrs and was assured the same again. I explained that it has been 11 days, but was told something wasn't done correctly, but now all is sorted and the refund will happen....well today is the 27th and I am still without the tax refund and no points credit.....how many times do clients need to chase up Qantas and I am getting it, all airlines are in turmoil?

Vuzilla

Member since 15 Nov 2019

Total posts 1

Originally Posted by Crane62

just keep on following up your refunds for both, points (minus the cancellation fee) and taxes. I terminated my flight to Europe early March, checked my bookings a few hours later....phoned back (another 1.5hrs on hold), was told there was no cancellation.....so we cancelled the trip again and was assured points and taxes are coming back within 10 days. After checking on the 14th of March (11 days later) still no refund......so I phoned again, waited on hold for 2 hrs and was assured the same again. I explained that it has been 11 days, but was told something wasn't done correctly, but now all is sorted and the refund will happen....well today is the 27th and I am still without the tax refund and no points credit.....how many times do clients need to chase up Qantas and I am getting it, all airlines are in turmoil?

Hi just wondering if you've received your refund and points back yet?



WELLWOOD

Member since 05 Sep 2017

Total posts 1

On 5th November '19, I cancelled a Qantas OneWorld Classic Reward (RTW) booking. The service consultant advised that the amount that I had paid for the taxes etc. associated with that booking (AU$1415.81) would be credited back to my account on that day, and the 6000 points cancellation fee would be applied.

The cancellation fee of 6k points was certainly applied, BUT, there has been no sign of my $1415.81 being returned to me!

During the past five months I have contacted all of Qantas departments (frequent flyer contact centre, frequent flyer service centre, customer care feedback, members services and the useless Text (in this case) facility. The repeated reply is "Regrettably we can't help you with your refund request, but our Reservations team (131313) would be able to resolve this for you".

I have spent many, many hours waiting to finally speak with a member of the Reservations team, in the hope that I may strike one that will "be able to resolve" where my missing money has been sent!

The common reply is always "the funds were transferred to your account on 5th November '19, but we are not at liberty to divulge which account was the recipient". That's fair enough, but even the last two, three or four numbers of the said credit card would give me some sort of indication as to where my money may be laying.

The OneWorld Classic Reward booking was done progressively, with each of the itinerary sectors paid by the same Qantas Premier Credit Card. Obviously, I have been in constant contact with them, they continually advise that there has been no sign of the Qantas refund.

In desparation, I forwarded the details of my complaint online to the Airline Customer Advocate back on 17th February '20. They have not replied, not even an acknowledgment of my complaint, some thirty three business days after sending the information. Very disappointed with the Airline Customer Advocate, not keeping with their supposed charter!

My next step is to contact the Ombudsman and hope that he has the power to enforce Qantas to divulge exactly where my funds were transferred back on 5th November '19.

Ian...


RichRing

Member since 29 Jul 2019

Total posts 14

Has anybody else experienced this? And please advise what I should be doing?

I spoke with a Qantas staff three weeks ago and was told my Reward Booking was cancelled and I would be refunded without any charges.

Yesterday I received a text message stating

“ You recently applied for a refund on your Qantas flight booking. Your refund request is awaiting one final action from you. Please review the information provided and confirm your selection using this link http:......(I did not include the link here) as soon as possible”

Upon clicking the link, it stated there would be charges for cancelling the tickets. I'm confused now!! Should I call Qantas back or submit the information on the link!!!??

The full details from QANTAS is....

We've been listening to our customers amid the uncertainty surrounding Coronavirus and future travel plans. We've heard from those who elected to cancel their upcoming travel without understanding the cancellation fees that may apply, depending on their fare type.

Rest assured with the certainty of more time

We are giving you the chance to revisit your fare conditions and reconfirm your request by 30 April 2020.

Review the Cancellation Fees that may apply to your fare type, depending on your departure and arrival port.

Alternatively, you can choose to store your flight in credit to the value of your original booking for use anywhere on our network, with extended validity until 31 December 2021 and no change fees on rebooking. For more information on flight credits, click here.

Upon reviewing the cancellation fees that may apply, make your selection below.



Last editedby Chris Chamberlin at Jun 09, 2020, 11:41 AM.

Crane62

Qantas - Qantas Frequent Flyer

Member since 16 Mar 2018

Total posts 11

Got the same and selected he refund with standard cancellation fees. I would think Qantas is trying to hold on cash, meaning any taxes charged. They should not charge any fee in way of reduced points as refund.....is it 3000 points, but worth just to accept versus being on hold for hours many times over. Very average customer service but we are in a serious crisis after all. Happy Easter

RichRing

Member since 29 Jul 2019

Total posts 14

I think this is a bit misleading isn't it? I'm sure in other countries Qantas could be sued... to initially say they would be refunding everything without penalties and then say there could be fees charged.

On the other hand I cancelled a redemption booking using KrisFlyer Miles and I had my points and taxes refunded without any questions, and They waived the Off the fees for redepositing of miles!!

Crane62

Qantas - Qantas Frequent Flyer

Member since 16 Mar 2018

Total posts 11

I fully agree.....it is very misleading along with the huge delay in obtaining a refund for both points and taxes. Any waiver of fees was based on traveling to a country which was a no go country such as China and Iran. My flight went to Germany and did depart (without me)......my problem would have been to get back as the return flight has been cancelled by Emirates. Difficult times for all of us, but seriously difficult for any airline......let's hope we will still have choice when airline traffic resumes in a few months or 1 year.....who knows.


RichRing

Member since 29 Jul 2019

Total posts 14

Thank you very much Crane62 for all the info.

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