Cancelled Qantas points booking

By rwSydney | Mar 05, 2019, 07:07 PM
I’d be interested to know the thoughts of any qantas FFs who have ever had difficulty getting points refunded after cancelling a reward booking.

On 28th December I had to cancel a points booking I had made through qantas for an MH flight. It took qantas two months to the day to refund the points and I had to contact them no less than 8 times to follow this up. I have no doubt that if I hadn’t have kept following it up, I would still not have had the points refunded.

Do you therefore think it’s still fair that qantas take a 6000 point penalty for cancelling the booking under these circumstances?
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By TJS | Mar 05, 2019, 08:07 PM
Yes. I would say it was a sequential process that needed MH to also action at their end.
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By GBRGB | Mar 05, 2019, 09:15 PM
I recently had to cancel a points booking because I couldn’t get to the airport with the floods in Townsville, I was happy to cop whatever fee was applicable but instead of cancelling the booking the very helpful lady on the phone put a credit against my account for the points booking to be used at a later date, just wonderful service and the reason I keep flying QF.
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By Johnny9 | Mar 05, 2019, 10:57 PM
Next Time read the T&Cs and cancellation policy before booking
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By JackMiles | Mar 06, 2019, 01:13 PM
On my very small sample size of personal experience, that is unusual. When I have cancelled reward bookings, the points (and cash fees) have been returned pretty much immediately - even for bookings on non-QF flights. Within a few days at most, as best as I can recall.
I would say you have cause to be disgruntled here, since you could not make use of those points for two months, but I don't like your chances of getting the 6K points fee waived. Worth a try though!
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By Happy Trails | Mar 06, 2019, 02:26 PM
Next Time read the T&Cs and cancellation policy before booking

Nowhere in the T&Cs or award fare conditions is waiting two months for a refund mentioned.
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By rwSydney | Mar 06, 2019, 05:26 PM
Next Time read the T&Cs and cancellation policy before booking

I would have no issue with copping the 6000 point penalty if they had refunded the points within a decent amount of time. To me, 2 months is not a decent amount of time.

I also have an issue with having to call them so many times about it, wasting hours on hold.

Interestingly, I also cancelled a BA award booking on the same day for a CX flight and the points and tax were returned instantaneously to my account (I just had to cop a £35 penalty which was fair enough).
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By anonymous | Mar 06, 2019, 06:16 PM
I've had a phone agent offer to waive an award cancellation fee on a 3rd follow up call. She recognised that I had been inconvenienced.

I'm not sure how you would go if you were the one to initiate the fee waiver but for sure it can be done and is at the agent's discretion. Not all Qantas phone agents however are created equal so I wish you luck.
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By khiemha | Mar 28, 2019, 03:40 PM
When you cancel a classic flight reward ticket (with other airlines than Qantas), apart from 5,000-6,000 points penalty, will the fee you paid (taxes + charges) be refunded?
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