Hi HFE

If this was a fully unutilsed ticket, AND after the cancellation was notified Manage My Booking didn't show any other flights instead that you may have inadvertently accepted, AND there was nothing at all in the fare rules about applicable cancellation penalties for cash or avios, then it would seem that you should probably expect a full refund.

If however you had flown the outbound, or unwittingly accepted some changes, or there were some separate cancellation conditions and penalties relating to the flight from KUL to DPS (which was presumably on a different carrier, and possibly a separate ticket within the PNR and not even a codeshare), then your situation could be slightly different and the fare rules may have been applied. The fare rules should have been attached with your original booking and eticket so you can check those.

From the QR website, these are some of the stated conditions for cash plus avios bookings:

• The Avios element of Cash + Avios used for purchasing tickets may be refundable for fully unutilized tickets subject to the applicable ticket fare rules at the time of booking.
• The Avios element of Cash + Avios is non-refundable for partially utilized tickets.
• Changes to tickets purchased using Cash + Avios are subject to the applicable ticket fare rules at the time of booking.

So if you did not fly any of the itinerary, and you are absolutely certain you did not inadvertently make or accept any changes (there's usually an "accept changes" button in a big yellow box at the top of Manage My Booking as soon as you go into it - it's easy to click it without thinking just to get it out of the way before scrolling down), and the fare rules do not indicate any relevant cancellation penalties for either the QR flights or the KUL-DPS operator, then you may need to push back again.

Some of the details are still a little hazy to me, so keep it very clear and simple:

Do not write to the trade team, unless this was actually a trade booking (in which case different rules and processes may apply).

In addition to Customer Services, you may also wish to contact QRPC about this as it is mainly the avios that are missing and QR may regard this as a redemption for refund purchases (see https://www.qatarairways.com/en/Priv...and-conditions ).

QR are not always good at forwarding things when sent to the wrong department. And in the past it has sometimes been the case that you have to specifcally ask for the cash to be repaid to the original form of payment AND for the points to returned to your QRPC account. Different departments may deal with each of those.

This could just be an administrative oversight or error re the avios and easily put right by QRPC.

But the reduced cash refund received suggests there may be something else going on here that has triggered a penalty in the fare rules, and that may be the reason why you received less cash and no avios. Make sure you have a good read of the fare rules first so you are clear where you stand.

Good luck anyway!