Cancel and points re-deposit - how long?

9 replies

traveller99

Member since 18 Nov 2015

Total posts 110

I cancelled an international classic reward flight on 20 April. Am waiting for taxes/fees to be refunded and points re-deposited.


What's the current timeframe people are experiencing for refunds / points re-deposits?

dlam

Qantas - Qantas Frequent Flyer

Member since 21 Dec 2016

Total posts 10

Originally Posted by traveller99

I cancelled an international classic reward flight on 20 April. Am waiting for taxes/fees to be refunded and points re-deposited.


What's the current timeframe people are experiencing for refunds / points re-deposits?

They say the official time for cash AND points refunds is now 8-10 weeks. I was awaiting a points refund and just called Qantas and the lady on the phone refunded them on the spot!

Michael Kao

Qantas - Qantas Frequent Flyer

Member since 06 Nov 2014

Total posts 158

Points are fairly quick. In my experience about a week, taxes can take a bit longer, about 6-8 weeks. That is for Qantas points.

For Velocity, currently they wont refund any points until further instruction with administrators.

Asiamiles is also pretty quick. Points back within 4 weeks, but taxes much longer, over 2 months.

Krisflyer is the worst. Takes about 2.5 months for the points to redeposit and who knows how long for taxes. I cancelled mine in mid March and haven't points was just got my points recently, but haven't seen any tax refund yet.


Winstonatc

Member since 24 Sep 2019

Total posts 15

I cancelled award flights with Qatar back in January and even then it took around 2 weeks for points and 36 days for taxes. However, I cancelled an award flight yesterday (with Emirates) under the new ‘no cancellation fee' policy and the cancellation confirmation message indicated that all points, taxes and surcharges would be refunded within 10 business days. I took a screenshot for my own amusement. I will report back if the 10 business day window is actually met as that would be a massive step forward for Qantas.

jrfsp

Qantas - Qantas Frequent Flyer

Member since 04 Mar 2014

Total posts 82

I cancelled a Qantas domestic booking 10 weeks ago, still nothing.

I phoned up and apparently this refund, along with another International cash booking had "timed out" in the refund process meaning they needed to be reset from the beginning. Sounds like BS to me and simply slowing cash burn.

VA refunded me within 2 weeks! JAL refunded me within a few days! Qantas has proven to be the worst!

dnoble

Qantas - Qantas Frequent Flyer

Member since 27 Jun 2013

Total posts 7

I had my cancelled points refunded within 3 days from cancelling (last week). Still waiting on the refund of fees, which I was told could take up to 8 weeks

Rotate

Member since 05 Jan 2018

Total posts 2

cancelled flights over 2months back. no points refunded. no $$s refunded. chat bot not working. sms and app messaging not working. phone hold over an hour and no answer. because of Covid apparently. someone pray tell me what all those staff who usually work the phones on bookings are doing?

Winstonatc

Member since 24 Sep 2019

Total posts 15

More than 2 months? That's just outrageous! Shame on any business that takes that long to process a refund.

Soon

SilkAir - KrisFlyer

Member since 07 Dec 2017

Total posts 16

I had a Qantas redemption booked for 1 July 2020.

31st March 2020, rang and cancelled my booking.

30 April 2020, as the Qantas call centre & chat-bot not working due to Covid-19, contacted via feedback form from the website.

19 May 2020 (7 weeks from 31/3/2020), rang call centre and enquired about the cancellation. Reinstated my points immediately;.

2 June 2020 (9 weeks from 31/3/2020), rang call centre and spoke with an extremely capable customer service person. She looked through the records and confirmed she will manually process the refund on taxes i.e. $.; because it has been taking too long for my case!! And yes, she confirmed they are all trained to say 8 weeks as a minimum.

5 June 2020, got the money refunded to my bank account.

Regarding ringing the call centre, tried three times in leaving my mobile number for an automatic call back. NEVER GOT ANY CALLS BACK. Persevered by ringing in at 7.15am and staying on the line.

Chris


Winstonatc

Member since 24 Sep 2019

Total posts 15

It took until July 1 to have points reimbursed for flights cancelled May 29. No sign of the taxes yet but given the volume of flights cancelled over the past week I am now part of a very, very long queue.

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