I had a pleasant surprise from QR today. In March I had booked my family for SFO-MAA on Y and paid for an upgrade for all 3 of us to J. I had to cancel 2 of the tickets and of course got my refund on the airfares for both tickets as part of the Book with Confidence. I thought I had lost the almost $3k i spent on both upgrades since QR site mentioned that upgrade charges won't be refunded. Today I saw a credit back on my cc statement for both the upgrade charges on the 2 cancelled tickets.
Thank you QR! Just the amazing flexibility offered by them during these difficult times is enough for me to make them my primary choice of carrier.