Qantas Frequent Flyer - Award cancel, points/taxes deposit, 2 months, for real?

This was my first redemption of Qantas points.
I canceled the trip about 7 weeks ago because of a major schedule change.
The phone agent back then said that the all the points/taxes would be deposited within 4-6 weeks.
Its now past this timeframe.

Is it normal for this to take almost 2 months???

I'd call them...

The two times I've cancelled an award booking, I've had the points back to the account within 10 minutes or so!

I'd call them...

The two times I've cancelled an award booking, I've had the points back to the account within 10 minutes or so!

Absolutely

I had to cancel an award in J because I could not get a return flight that worked. The points were back that day and the cc was re-credited within a week.

Someone has not processed the job.

I think you need to kick arse!
dont let them off the phone until the points are back in your account today and tell them you want more as compensation(you may need to email frequentflyer@qantas.com to get this to happen
and tell them you want the money asap.

as others have said the points go back within 24 hrs but usually same time and the cc is credited within a week.

thanks for the responses, I called today, and thankfully with the North American offices closed, I got transferred to someone in New Zealand. She said somehow the ticket did not go through the queue... weird. and sent the refund to reprocessing in Sydney.

I think when I canceled with the North American office, they did not do their job in properly sending this into a queue down under

Thanks for the email address, I will send an email. You never know :D

Be careful to remind them it is theor schedule change that caused the cancellation - the exact same thing happened to me and I called to follow up, they did refund the points immediately but deducted 5000 points as if I had initiated it.

The phone agent back then said that the all the points/taxes would be deposited within 4-6 weeks.
Its now past this timeframe.

Is it normal for this to take almost 2 months???

The two months does seem like a long time however i have to say that my sister's experience is not that much different from yours. She is a bronze member and has twice cancelled reward flights. The points took about three weeks each time to come back. The 'your bookings' section clearly showed the flights as cancelled but the points did take a while.

Regards

lme ff

If the cc that you charged the taxes / surcharges to has changed (eg expiry date from a new card issue), then the refund does not go through. You will have to phone to explain the difference and it should then be almost immediate.

It is annoying because if the refund is stalled by the different card number or expiry date, the transaction stops rather than someone (other than you) following it up.

When I was charged an incorrect tax & fuel fine amount for an award ticket last year, it took longer than 2 months for the refund, despite several calls (all to the QFFF customer disservice in MEL). Finally, I requested a new tax invoice which would show the correct amount. At first they refused to provide it, but I explained that I had been advised by my accountant that I needed an updated tax invoice for ATO purposes. Then, and only then, was the refund processed. I had an overall favorable impression of QFFF customer service before that episode, but no longer.

Be careful to remind them it is theor schedule change that caused the cancellation - the exact same thing happened to me and I called to follow up, they did refund the points immediately but deducted 5000 points as if I had initiated it.


I hope that does not happen to me.

I cancelled my award flight today and the supervisor repeated twice that all points and fees will be refunded. The fee he said would take about a week to post on the credit card.


The points did not post back in 10 minutes as someone mentioned above, so I guess I'll have to call to fight to get everything back.

cheers,
--Russ