Cancelled flights: Qantas offers travel credit incentives over refunds

Qantas is on the hook for around $4 billion in refunds on cancelled international flights.

By David Flynn , September 9 2020
Cancelled flights: Qantas offers travel credit incentives over refunds

Facing claims for billions of dollars in refunds over cancelled flights, Qantas is rolling out incentives to encourage passengers to choose travel credit against a future trip rather than claw back their cash.

Executive Traveller readers are reporting offers of up to 20% of the value of their booking being added to their travel credit balance, along with the ability to earn twice as many frequent flyer points or status credits.

Qantas typically sees around $14 billion in annual revenue from its domestic and international flights.

However, travel restrictions and border closures stemming from the coronavirus pandemic has seen the airline slashed its domestic schedule to around 20% of pre-COVID levels, while CEO Alan Joyce says international flights are “unlikely to restart before July 2021.”

In addition, Qantas has pulled almost all international flights from October 2020 to March 2021 from its website.

This is considered a precursor to the flights themselves being officially cancelled, which would open the floodgates for passengers to claim a full refund instead of travel credit – leaving the airline on the hook for an estimated $4 billion in refunds on outstanding international bookings.

20% bonus value, double status credits

Sydney-based financial professional Chris Quick held close to $2,000 in bookings for flights to Brisbane and Auckland, which were subsequently cancelled by Qantas, and tells Executive Traveller he was offered a choice between double Qantas Points or double status credits if he opted for credit instead of a refund.

Kyla Holley, a health professional working out of Coffs Harbour, says Qantas put “a number of last minute ‘deals’” on the table after her eagerly-awaited October 2020 trip to Tokyo was scrapped.

These included “an extra 20%” on the value of the travel voucher “or double status credits.“

"However, with over $7,000 already held in vouchers, I pushed for the refund,” Holley relates.

"I’m still loyal to Qantas and appreciate the challenges they are facing, but I do feel they are stalling refunds for cashflow. The problem is that those of us running businesses have the same cashflow issues, but can’t get away with these sort of delay tactics.”

Two other Executive Traveller readers, who preferred not to be named, reported offers of 20% in additional travel credit and double status credits, with the latter applying to all travellers on a multi-passenger booking; another said he was offered a flat 100 status credits on top of a voucher, rather than a refund.

What Qantas says

Qantas’ pro-forma communication says “we have a current offer for selected customers who are impacted by COVID 19 to keep their bookings in credit.”

Three options are listed as being

  • adding 10% to the value of the travel credit, or
  • attaching double points to any bookings made using the travel credit, or
  • attaching double status credits to any bookings made using the travel credit.

However, as indicated by the experiences of some Executive Traveller readers, there’s clearly scope for the value of the travel voucher to be boosted a 20% with double points or double status credits also attached.

A Qantas spokesperson described these incentives to Executive Traveller as being among a roster of “special offers” made available to some passengers to add extra value to a flight booking or a credit.

In the past this has included double points and status credits for flights to new destinations such as Ballina, or for bookings made  through a Qantas Business Rewards account.

“We know there is a lot of pent up demand for travel and offers like these allow them to do so when they are ready at an even better rate,” the Qantas spokesperson told Executive Traveller.

“As flight restrictions ease and more customers start looking to rebook their travel in the coming months, we’ll have other special offers to share with our customers to add extra value to their flight credit.”

Executive Traveller understands that these sweeteners are not being offered to all passengers seeking a refund, although Qantas indicated there was no ‘eligibility criteria’ such as the value of the booking or the passenger’s frequent flyer status.

If that’s the case, we’d suggest that any Qantas passenger with a cancelled flight who's willing to consider travel credit instead of a refund flight should push to have additional value, points or status credits to seal the deal.

Qantas travel credits are currently valid until the end of 2022 and can be split across multiple bookings, such as several domestic flights, instead of being restricted to a single booking.

Qantas, ACCC clash over refunds

As previously reported, Qantas and Australia's consumer watchdog have clashed over refunds for flights cancelled by the airline due to the coronavirus pandemic.

The stoush took root in Qantas' first wave of cancellations from mid-March 2020 as Covid-19 took hold and the federal government announced a mandatory 14-day quarantine for all arriving passengers.

By the end of the month Qantas had grounded all scheduled international flights, while domestic services were also pared back as demand collapsed and states began to close their own borders.

While Qantas emailed all passengers booked on those flights, the Australian Competition & Consumer Commission maintains that the wording of the emails sent between 17 March 2020 and 31 May 2020 "did not adequately inform them of their right to receive a refund."

Instead, the ACCC considers that Qantas’ emails "may have encouraged these customers to cancel bookings themselves in order to receive a credit when many would have been eligible for a refund."

"If any customer in this situation is unhappy with receiving a credit, or no longer wants one due to continuing uncertainty about when flights will resume, we strongly encourage them to contact Qantas and seek a refund," suggests ACCC Chair Rod Sims.

Read more: Qantas, ACCC clash over refunds for cancelled flights

 

David

David Flynn is the Editor-in-Chief of Executive Traveller and a bit of a travel tragic with a weakness for good coffee, shopping and lychee martinis.

Qantas - Qantas Frequent Flyer

04 Mar 2014

Total posts 147

Bit late to the party....

Etihad - Etihad Guest

19 Jun 2019

Total posts 4

I agree. I have had a refund back and waiting for another (3 months so far). But I probably would have held in credit if I had an offer. When I said refund the agent asked me a few times are you sure. I just said what is the benefit for me keeping it with you?

09 Aug 2015

Total posts 43

Yes, Qantas should have started offering 10% additional value or double points or double status credits back in April, a lot more people would have taken this offer up. Now we can see a long tough road ahead, economic downturn, reductions in JobSeeker, people will soon be thinking about Christmas, so people who have thousands tied up in a cancelled Qantas flight will think twice about leaving that with Qantas, they'll really need their money back.

Qantas - Qantas Frequent Flyer

28 Dec 2011

Total posts 93

Got 10% extra on to our credit with Qatar. Not a problem as we aren't chasing a refund. Also got a credit with Jetstar, but haven't heard anything from that.

13 May 2017

Total posts 5

I have a booking for Melbourne to Hawaii in zNovember with Jetstar for 2. No word from them even though it's been announced there will be no international flights until at least December 17th. And even then I don't expect there to be flights until 2021. Jetstar haven't made any contact. 

Qantas - Qantas Frequent Flyer

30 Nov 2011

Total posts 15

I am very confident Qantas will be offering double points or double status credits when travel resumes as a sweetener to incentivise booking with QF vs. the myriad of competitors who too will be eager to attract customers once we can (FINALLY) return to international travel.  A 20% credit bonus would be appealing if you don't mind foregoing a refund, but I'd say this isn't that compelling of a reason to let QF hold on to your cash.

20 Oct 2015

Total posts 68

I have to agree with ET reader Kyla Holley in this article. Qantas obviously would be in dire straits if it had to refund every booking on those international flights but it's not as if everyone with a forward booking can afford to hold thousands of dollars in credit in the hope that they can jump back on an international Qantas flight in 2022. I would spend $10k a year on Qantas international flights, and a lot more that I bill to my clients, and it's not as if I can afford to sit on that in credit because that credit won't pay my bills.

Qantas - Qantas Frequent Flyer

19 Aug 2019

Total posts 1

I was not offered anything when called and asked to refund my bookings.

Qantas

19 Apr 2012

Total posts 915

Monty likewise I did it last week and no offer, but if I can fly later next year there may be better deals to get me back.

P1
P1

24 Apr 2017

Total posts 57

Who would take credits from Qantas. They could end up like the Virgin ones, where you can't use them where and when you want, only where and when Virgin want.

Refunds are mandated by law, Qantas needs to kick up the behind to get them to do the right thing.

Mandated by law ? Not so sure it's that straight forward. Qantas only cancels flights because silly govts close borders.

Anyway, it's a moot point, no airline including qantas can refund everyone.

QF

02 Sep 2013

Total posts 7

I’m holding $25,000 in credits that I’ll now be converting to refunds. No incentives offered. I’m also currently waiting (about 3 months) for refunds totalling $14,000.

Qantas - Qantas Frequent Flyer

14 Sep 2016

Total posts 24

@realist - Wow that is terrible… FYI, I am not sure if you are platinum or gold?

I called the platinum line regarding our $6000 return business class Melb/Syd/Denpasar for October 2020 (as Qantas cancelled these) 

They are extremely helpful and mentioned to me it would be done “soon” ... that was in July a few weeks passed (6weeks) they agent said:

“Our policy has updated that due to major amount of refunds; we can’t process all immediately; BUT on week 8 I.e: 8 weeks from when you lodged refund request) we will put it through that day by law” it takes 1-3 days to arrive on Credit card or Bank.

Sure enough on Week 8 called and they put through immediately and was in account exactly 3 days later! 

.....Suggest you call if part 8 weeks since you Applied for Refund date. 

Hope that helps; and keep safe and well everyone

17 Aug 2020

Total posts 2

Watch the profit margins once flying begins.

09 Aug 2015

Total posts 43

Well done ET for reporting on this, I think that everyone who has a cancelled flight with Qantas should be pressuring the agents for at least 10% value + double status credits or otherwise say "Okay, I'll take the refund I am entitled to".

On another note, what happens if you accepted a travel credit because Qantas didn't give you the option if say the flight wasn't actually cancelled, like the international ones from Oct20 to Mar21, and then the flight is formally cancelled, can you go back and ask for the travel credit to be turned into a refund?

17 Jun 2020

Total posts 72

This should have been done from April. Instead, QF effectively forced many of its customers to provide 0% financing instead of doing the right thing and going to market to raise enough cash to sustain its operations. This includes providing refunds as required by law. 

Even worse, QF has publicly stated it won't start flying again until mid-2021 and even end-2021 to the USA, but has not cancelled flights beyond October and is even taking bookings. 

QF or Joyce public statements mean nothing. He's playing games. Am sure Qantas will be flying to USA before Xmas without any restrictions or silly quarantine.

Qantas

19 Apr 2012

Total posts 915

Regular you are such an optimist. I keep tracking your predictions. I’m glad I don’t bet on them.

16 Feb 2017

Total posts 2

Have had no problem getting many thousands of dollars of cancelled bookings refunded by QF - they took a while but they came through.  No such luck with NZ though, credits only, no refunds at all despite them cancelling

CLK
CLK

02 Sep 2018

Total posts 2

I had a few thousand dollars which I requested for cash back. personal choice to have cash back in my account. There were no offers to entice as a Gold4Life member.

Jetstar Airways - Qantas Frequent Flyer

07 Jun 2018

Total posts 1

I recently called QF to follow up credits totally $6k after my interstate contracting work dried up.  I was provided these options and asked repeatedly if double status credits would be added to existing double status credits. The operators comments and the subsequent email contradicted each other so a warning to read the usual fine print which cancel all previous fare conditions. I took the cooling off period to reaffirm the need for the credits and sought a specific date to follow up.  Happy to rebook when interstate travel resumes or overseas travel bubbles are locked in....

QFF

16 May 2016

Total posts 60

QF has abandoned the international market, and in doing so, abandoned Australians overseas trying to return. The foreign carriers currently operating in to Australia should be praised, thanked and incentivised by the Australian Government and media. If the passenger restrictions are not lifted, and the remaining carriers suspend services accordingly, then what? 

Qantas - Qantas Frequent Flyer

22 Nov 2019

Total posts 39

Hi all

I have a $800 credit from cancelled Hong Kong flight, just called 131313, got through straight away (amazing in itself) was advised credit is valid to Dec 2022 (as stated on voucher) and the kind bloke offered , in lieu of requesting a  refund, double status credits on flights booked with this voucher (partial or full) , or 10% added to vouchers, or double points. I opted for DSC. This will be used for a Melbourne to Brisbane Business fare do DSC is not too bad. Good luck all

Qantas - Qantas Frequent Flyer

22 Nov 2019

Total posts 39

Hi all again,

See new voucher letter below just received - previous voucher conditions waived, you cant ask for anything else IMO.


Thanks for opting in to convert your flight booking or Flight Credit to a Qantas TravelPass with our double Status Credits offer.
Once your Qantas TravelPass has been issued, we’ll email you with all the information you need about how to use it. Please allow up to three weeks to receive your Qantas TravelPass and retain this email for any future queries. before you make a booking.You’ve chosen to earn double Status Credits on eligible flights* for all passengers booked when using your Qantas TravelPass. This offer is available on an unlimited number of eligible flights provided:A new eligible flight booking is made before the expiry date shown on the Qantas TravelPass,Booked passengers travel on any Qantas operated flight with a QF flight number*,Your Qantas TravelPass is used as the payment method for the majority of the booking, or the total remaining value of your Qantas TravelPass is used towards the booking, andAll passengers have their Qantas Frequent Flyer number included in the booking.
Bonus Status Credits will be credited to the Qantas Frequent Flyer accounts up to six weeks after travel.Qantas may, at its discretion for reasons including but not limited to fraudulent use, cancel, modify or reissue your Qantas TravelPass, and cancel bonus Status Credits.The fare conditions from your original flight booking no longer apply. Any remaining value on your Qantas TravelPass not used before the expiry date (31 December 2022) is non-refundable and will be forfeited . Read the full terms and conditions of the Qantas TravelPass.Is the person who paid for your original flight booking not you? By opting in you confirm that the person who paid agrees to convert the flight booking or Flight Credit to a Qantas TravelPass.If you change your mind and would like a refund, please do not reply to this email but instead, simply contact us within 48 hours of receiving this email by calling 13 13 13 in Australia or your local Qantas office.Kind regardsQantas

Jetstar Airways - Qantas Frequent Flyer

24 Aug 2018

Total posts 71

Hi David, having had to cancel 5 return tickets to Cairns from Melbourne for a family holiday in PD, scheduled for August 2020, I elected to go for future flight credits. Look, any additional bonus beyond the ability to get out of Melbourne, will be a bonus indeed

15 Mar 2018

Total posts 37

I'm a multi-year Platinum who had 10 flights booked on DSC and 2 other International booked under normal terms, which were all cancelled due to COVID-19.  Sadly it took 14 weeks for most, and 15 weeks for a couple of others, to get the refunds.  

If there had been some sort of sweetener, I would have taken credits, but Qantas would not even commit to allowing me to keep the DSC on the cancelled tickets if I took credits, let alone any extra bonus offerings.  I also asked about keeping the value so when travel resumes, the credit would have bought tickets in the same class for the same destinations, regardless of what the market rates for the flights was.  "Sorry, we'll give a dollar credit, but not a destination credit".  Refund promises were made, excuses offered for delays, but at the end, there was no sign of any valued customer appreciation.  

Accor has offered sweeteners to keep the loyalty which I'm showing.  Qantas seems to keep showing a lack of interest in loyalty.  Lucky I'm getting BP Rewards and Woolies/BWS rewards, otherwise my points would be going nowhere.  The deals that have been offered did not help as I was within 60 SC of renewing Platinum and the extensions that have been offered mean I got nothing beyond what I would have achieved anyway.  

12 Apr 2017

Total posts 20

Hi.   Can I ask how far out they contact re the cancelled flight ? Booked Melb Singapore return in late October    Question given it’s been made clear no International flights until 2021 

Mike

nothing has been made clear. Joyce is having a big fight with the unions as he must reduce qantas's high cost to remain competitive.

17 Dec has been mentioned.

If UA, AA, NZ, FJ are all taking passengers to USA, I think QF will as well.

15 Mar 2018

Total posts 37

Sutty, some of my flights appeared in my trips until about 2-weeks from departure.  I didn't want to cancel so I wouldn't get penalised.

12 Apr 2017

Total posts 20

Hi OZjames70

Many thanks for your reply ,will follow your advice will follow that process 

Interesting times 

Sutty

Qantas - Qantas Frequent Flyer

26 Nov 2012

Total posts 47

6 months since cancelling a flight. Still no refund. I should have been given shares since clearly I’m funding the airline. I’ve still got $15k in more flights to be credited or refunded that we’re due for takeoff next month. If I tried this with my customers I’d be I court by now. I get they’re hurting but so are others. They are quite simply criminals. End. Of.  Story. 

XWu
XWu

09 May 2020

Total posts 82

Like Sparksy wrote

This is one of the better ET articles that provide useful tips not normally available on regular broadsheet and more related to navigating around the perks and quirks of travelling, particularly in these strange times, rather than some articles which is really speculative but pretends to not to be (which is the problem) or reporting on another source but with some buffing, such that sometimes it is not so apparent which part is added on by ET.

I know we live in an extraordinary “unprecedented” period, when travel restrictions in Australia are much a default position for many states but it doesn’t mean we can pass some armchair guesswork as kosher.

But I digress

It’s real frustrating that it took Qantas to offer these sweeteners considering that

1. Some other airlines are already doing this early in the Pandemic, for example the SingaporeAir group which is known to be tight-aRsed for many things including frequent flyer point is already offering flight credits in April 2020, to opt for credit over refund, in a Asian region where consumer protection is barely adequate compared to Australia (drip pricing in Singapore only to become “disallowed” from Nov 2020 although how that is policed is going to be interesting)

2. Frequent flyer points and status credits are pretty much something Qantas can make out of thin air, and although FF points may have some cash value if you want to purchase it, the redemption value is entirely dependent on Qantas itself. It’s like printing money but better than the reserve bank, since there is no official cash for point exchange rate for any and every one. So why they are so slow in making use of this beats me.

3. The fact how they sweeten the deal is not based on the ticket class or cash value or FF Class, rather a random kind of offer pretty much miss out those high value tickets and members they want to keep.

Seriously whoever is running this show is still dropping the ball after so long, trying to stick to a one trick horse by delaying the cancellation as long as possible even though flights are obviously not going to happen esp to those international destinations 

Qantas - Qantas Frequent Flyer - Chairmans Lounge

01 Sep 2011

Total posts 387

I have $12000 of tickets and no offer has been made to me, plus I'm Plat1

$12k - big deal. Have way more than that.

Shows how little qantas thinks of plat1.

But seriously, no airline/travel agent wants to employ more staff just to process refunds they can't afford to give.

Qantas - Qantas Frequent Flyer - Chairmans Lounge

01 Sep 2011

Total posts 387

It is a big deal when you are paying and its your company and that's one ticket.

not really in scheme of things. Put yourself in airlines shoes. You'd want to delay refunds as long as possible & then longer still. Perhaps they should give partial refunds, eg. 10% a month for next 10 months straight to your credit card.

Did read something recently where some banks won't refund the merchant fee, which can be up to 3%, on a refund. Think it was paypal.

Qantas - Qantas Frequent Flyer - Chairmans Lounge

01 Sep 2011

Total posts 387

What I'm not getting is if other airlines are flying in and out of Australia with a cargo/pax mix, why is Qantas not doing the same on a reduced scale? I have jot seen that explained.

Qantas

19 Apr 2012

Total posts 915

Crosscourt QF does cargo flights with its A333s on an ad hoc basis but it is fairly regular to Singapore, Hong Kong and Japan. The issue as an end of line airline is crewing for such small loads and no network to feed into. Also Qatar and Emirates being state owned are being subsidised to fly to build customer base.

Qantas - Qantas Frequent Flyer - Chairmans Lounge

01 Sep 2011

Total posts 387

United and BA are not state owned and they're flying pax/cargo, AA is due to resume in November to SYD with same.

Qantas

19 Apr 2012

Total posts 915

I don’t think BA is flying into Australia and besides the UK doesn’t have passenger caps. United and AA are flying into a huge hub, the US, which likewise doesn’t have passenger caps and apart from Hawaii few passenger travel limitations. 

Qantas - Qantas Frequent Flyer - Chairmans Lounge

01 Sep 2011

Total posts 387

I wasn't being specific to Australia, I was talking generally. I would be interested to know direct from QF as to specifics/reasons.  Re hubs QF could be flying into AA hubs. CX (not government owned) is flying into Sydney, granted not like before but they're still coming in. I'm not trying, like so many people on such sites, to make out I know better than the airline bosses, I'd just like to know reasons because I don't think they have been provided.

Qantas

19 Apr 2012

Total posts 915

Crosscourt the ban on most Australians (QFs main customer base) must be a compelling reason. AA is to fly American plus some QF codeshare, CX is for Chinese (HK is a hub).

QF codeshare SYD/LAX via Fiji is still showing as A350 all the way 6 days a week from 1 Oct 2020 & therefore FJ can call it direct.

The other day, Tue showing as A350 SYD/NAN & A330 NAN/LAX as can't do A350  daily with only 2 x A350s

Qantas

19 Apr 2012

Total posts 915

Regular Fiji's borders are closed. Cant see that changing in three weeks.

it will take fiji around 1 second to let australians & kiwis in.

They are desperate for tourists dollars.

It appears that all Fiji air flights in & out of fiji to everywhere they fly are loaded & sellable from 1 Oct 2020 on thier own website.

If we don't let australians & kiwis fly to fiji, then fiji will be looking for more aid & the last thing we need is china offering more "financial aid" in our region.

11 Jul 2020

Total posts 30

I think if you call Qantas and demand s refund and threaten to contact the ACCC if they dont come to the party will put them on notice.

Under Australia consumer law a company must refund your money in full if they fail to provide you with the expected service you paid for. 

I know flights cancelled under a pandemic is something quite unusual and some people are happy with Qantas credits which I originally took as that was the only option for my cancelled flight to the USA back in June.

 But I called two months later and was given a full refund but was told there would be a delay or 6 to 8 weeks before my refund would be back in my bank account as there was such a huge backlog of claims/refunds to process.

 My full refund was back in my account 6 weeks later.

think if you call qantas & mention ACCC the person on the other end will laugh at you. Airlines can't afford to refund, so those that are will drag it out as long as possible.

09 Oct 2018

Total posts 11

Credits with bonus percentage are the way to go, because I guarantee all of you that the legs you booked and cancelled this year will cost a lot more next year. If you take cash, you'll end up paying more than if you go with credits. And eh, where can you get 10+% return on investment with (almost) no risk?!!

1. if fares go up more than 10% you are worse off

2. qantas will be taking on 2 lower cost operators on golden triangle. Think qantas profits will take a major hit.

XWu
XWu

09 May 2020

Total posts 82

@ Regular Flyer, 

Actually technically QF is taking on 3 LCC since Jetstar is offering similar low cost pricing like VA and REx

Sure, they can reduce the Jetstar availability, but then they will be missing out on that hard core group of Pax who are looking for the lowest prices at any inconveniences and risks (of cancellation)

xwu

not really. jetstar will never have high frequency on golden triangle & virgin & rex will not be LCCs like jetstar, but just cheaper on average that very high cost qantas. Think qantas is in a world of pain as many look for cheaper fares than on qantas, in recession, but still want frequency.

Think rex should start with SYD/MEL route only, which will give them, almost the same frequency as qantas/virgin but at lower cost.

Singapore Airlines - KrisFlyer

08 May 2020

Total posts 15

Ahhh QANTAS - never missing an opportunity to screw over its customers - even their loyal QF FFs.  Time to send in the ACCC with very big stick. Hand back the cash AJ.  Make with the refunds pronto

01 Apr 2014

Total posts 91

I had 2 separate return trips booked in F to LAX in Dec (on points) and also LHR in Feb (paid). Even though cancellations are only officially out to end Oct2020, I got a call from QF to ask my intent given F Cabins pulled due to parked A380's. My bookings both showed downgrade to B787 Business Class, and some pax in First are proactively being contacted now to get ahead of the inevitable rush once they formally announce cancellations for the busy Xmas period. 

The points flight was cancelled no fuss with fees/taxes refund expected to take 8 - 10 weeks. Paid tickets actively offered bonuses to extend travel credits as already noted, but as agreed by the QF staff, we wont be seeing First Class on QF metal for some time, so best to get back points / cash now to look at alternates on partner airlines in due course once intl travel is an option for the masses.

BUT ... many airlines may be flying to LAX & LHR by December without any stupid restrictions or quaratine. Talking 3 months away, which is an eternity in politics. 3 elections, Qld, NZ & USA before then.

eg. if you can get to SIN, am sure SQ will be flying to UK & EU.

11 Jul 2020

Total posts 30

Well, regular flyer I think the fine imposed on Qantas by the ACCC for not refunding passengers their money will wipe the grin off Qantas should they refuse. This is Australian consumer law and under consumer law, the public is entitled to a full refund for a flight or flights booked and any airline not fulfilling their obligation to the paid passenger. I think you will find Qantas will refund passengers who request a refund. I had no trouble getting one.

11 Jul 2020

Total posts 30

if anyone is looking for a refund from Qantas please read this article from the ACCC website the link is below.

https://www.accc.gov.au/media-release/qantas-offers-refunds-for-flight-cancellations 

ozpeke777

you sound like a 1st year law student.

Any fine would be appealed.

Are you entitled to a full refund if silly govts close borders & don't allow your booked passengers to fly? Maybe, maybe not. Law is never so straight forward & you can't get blood from a stone.

Most airlines don't have money to refund everyone, so why bother refunding anyone ?

Maybe the govt should refund ?

15 Mar 2018

Total posts 37

For all those saying ACCC, understand that Qantas have not refused to refund, they are just taking their time.  The ACCC will tell you that as Qantas have agreed to refund money or credit flights, there is nothing they can do.  They have pressured Qantas over the time taken to do refunds, but little has changed.  

All the talk about volumes of work are hog-wash as there are heaps of Qantas staff without work.  My guess is Qantas are managing cash-flow.  I would have left my money from 12 international flights with them if they had either guaranteed the credits would have bought the same flights in the future or if my DSC from the bookings would have been carried forward onto future bookings or if they had offered some sort of benefit such as SC or bonuses.  They offered nothing but credits until I asked these same questions, and when the answers to each were "sorry sir, nothing", I decided the ,000s of dollars were better in my pocket.

All of my other non-Qantas books were refunded promptly.  If I wasn't loyal to the Qantas brand and its Australian ownership, they'd have lost me, but I guess AJ relies on people like me to keeping coming back, no matter how badly we get treated, but there are limits.  Not sure there is a model for how far you can push customers before they desert you, but there are several companies out the who seem to be trying to find out.   


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