Average wait time for refund

20 replies

MaximillianW

Qantas - Qantas Frequent Flyer

Member since 14 Dec 2016

Total posts 30

Morning,

Was just enquiring as to what most people's average wait time has been when requesting a refund? It was prior to Covid-19 about 14 days. Poor finance guys must be getting smashed

Ross Tas

QF

Member since 04 Feb 2016

Total posts 8

Turkish Airlines advised me that my refund won't be processes until after Jul 1.

Travelbugsbitten

Member since 16 Aug 2019

Total posts 8

I made four refund requests. One took four weeks for money to be returned, one took five weeks and two are still outstanding more than five weeks later.

mspcooper

Qantas - Qantas Frequent Flyer

Member since 09 May 2013

Total posts 342

American Airlines (QF Codeshare) refund came through in 1 week.

TM9

Member since 02 May 2020

Total posts 2

Originally told by Qantas 10 business days. On follow-up they said they had my credit card details wrong (expiry date) and that my refund was being escalated as a priority.

6 weeks later from my original date of cancellation I'm now being told 8-10 weeks from April 3,

GBRGB

Qantas - Qantas Frequent Flyer

Member since 21 Jan 2014

Total posts 245

Originally Posted by TM9

Originally told by Qantas 10 business days. On follow-up they said they had my credit card details wrong (expiry date) and that my refund was being escalated as a priority.

6 weeks later from my original date of cancellation I'm now being told 8-10 weeks from April 3,

That is disgraceful, and can only be a result of a deliberate action by Qantas to ensure credit payments are delayed. The super industry can process millions of payments worth billions of dollars with a 5 day turnaround yet QF want months, the consumer watchdog should investigate this.

markpk

Qantas - Qantas Frequent Flyer

Member since 29 Nov 2013

Total posts 434

I had a flight booked to Hannover Messe and cancelled my flight around the 18th of March - just after Qantas announced all international flights would be suspended from (I think 3rd or 4th of April).

I took the option of a cash refund but then a week later was advised by Qantas (24 March) that I was getting a travel credit... This caused a lot of stress given it was a $6k plus trip for work.

So lots of phone calls - a couple of chat sessions with AMEX via their app (absolutely AWESOME customer service experience) I finally received an email from Qantas last night that my refund had been processed

So... roughly 6 weeks..!

Assuming the refund is processed tonight:

  • Qantas has done a reasonable job - not outstanding
  • AMEX has been outstanding to deal with - they clearly articulated what I needed to do, what fees would be reversed etc, and what would happen in the event of the refund not being processed

6 weeks is long - I didn't need the stress of this.

I'm obviously now wondering what impact these delays and travel credits will have on forward bookings for airlines? I'd be very interested in an article from ET down the track on this topic...

ACM

Member since 05 Sep 2017

Total posts 17

Finnair have advised 12 weeks.

Dan22

Qantas - Qantas Frequent Flyer

Member since 07 Aug 2013

Total posts 84

These business need to make sure they have as much cash as possible sitting in their account for Interest purposes and cash flow etc. Unfortunately it will take time more then usual now but possibly escalating via credit card/bank may help?


ACM

Member since 05 Sep 2017

Total posts 17

On a more positive note to my previous Finnair post. Qantas cancelled a reward flight on 24 April, received a full points refund on 27 April and taxes are back on the credit card today 05 May.

highflyer

Qantas - Qantas Frequent Flyer

Member since 10 Apr 2012

Total posts 178

I cancelled my Cathay Flights on the 12th March (Business Class) , and was advised that the full refund would take 6-8 weeks.

I queried at week 6 and was advised it would take 8 weeks. So i am waiting till next week to see if my refund comes through.

vfm

Member since 26 Jul 2015

Total posts 26

I was waiting until I actually received the refund before posting. So, for QF it took 41 days for my full refund. As I received a full refund without any penalty I'm grateful and not going to complain about the time it took. Called QF late-March for a refund and was told it would take 15 days. But then still received the "refund request action required" email from QF early-April; responded to that and now finally money returned to my credit card.

Last editedby vfm at May 06, 2020, 06:22 PM.

richard89

Qantas - Qantas Frequent Flyer

Member since 21 Mar 2017

Total posts 33

I'm 40 days so far waiting for a refund from Jetstar on a Narita trip. Le sigh

Tracie

Virgin Australia - Velocity Rewards

Member since 30 Oct 2015

Total posts 76

12-16 weeks minimum for me right now...... lost my business moving forward.

DWB6265

Member since 22 Oct 2014

Total posts 10

Waiting for tax and surchages refunds for 5 cancelled bookings from 4 Apr

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