Originally Posted by
kornner
Just a datapoint for you guys about this ridiculous QRPC program. I have requested for a cancellation of my CX flights booked with qmiles. As a gold member, I expected a full refund of miles and cash paid for taxes and surcharges. However, QRPC deducted an amount of 1090THB from the refund explained as a 'non-refundable booking fee'. The amount of 1090THB is however, according to the e-ticket itself, is a YR. In fact, the $25-75 per sector award fee has never been charged when I pay for this ticket, in keeping with what other posters in this thread have experienced.
I wrote an e-mail to QRPC for clarification. After 10+ days of no response plus one follow-up email from me stressing there is nowhere on the QR website indicating any part of the taxes and surcharges paid is non-refundable, they just replied back with this.
So, according to this email, they are pointing towards the $25-75 per sector booking fee which has never been charged in the first place. I understand that the booking fee, if imposed, would be reflected on the e-ticket but that is nowhere to be found. I know QR is having a financial issue due to the blockade but twisting their tongues and this kind of IDGAF customer service attitude is way beyond my imagination.
EDIT: According to that very link the very helpful QRPC agent kindly sent me ... it also says this
So now I don't know why on earth QR would refuse to refund the YR part to me and try to put up with this booking fee crap. I've just sent an email to them to point out the clause. Should I also give them a call or something?
Sounds like a typical QRPC issue. I see no reason why you would't be right, I never heard of such a booking fee for partner awards, unless if booked over the phone (back when this was still possible). Trying to resolve such issues over the phone is usually a complete waste of (not to be underestimated amount of) time. If anything, contacting QR on social media (FB, Twitter) seems to be a valid last resort these days, lately this is the only channel where I heard stories of success every now and then.
But if it's of any consolation, this is most likely incompetence rather than greed. I guess if I were you, I would just be happy that the damage is only ~$30.
You did already plan to credit your flights to another FFP from now on, didn't you? Otherwise, this would be my prime recommendation. QRPC is in so many ways no longer a reliable partner. It's not just the constant f-ups but also the total inability to rectify these issues.