Refund Advice Needed

Old Jun 9, 20, 5:20 pm
  #1  
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Refund Advice Needed

Hi

Iíve got three internal flights booked with Qantas in July - all on the same booking ref.

Perth to Melbourne
Melbourne to Cairns
Cairns to Sydney

Iíve received an email from Qantas stating that my direct Melbourne to Cairns flight has now been cancelled. However they have rebooked me on another flight changing at Brisbane, and doubling the journey time.
I have options of pressing a button to accept the change or press a button for cancel/voucher.

However I would just like a refund for this booking, thereís no way Iím going to make this journey.

Am I entitled to a refund, and if so how should I go about it? I donít want to press the cancel/voucher button in case that ruins any chance of obtaining a refund.

Thanks in advance.
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Old Jun 9, 20, 5:55 pm
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If you phone in, you can definitely get the MEL-CNS fare refunded. Each of these journeys would be separate fares , just sold as end-on-end ticketing ( assuming normal fares ) but I think that you should be able to refund the entire booking since you have them all on a single ticketed itinerary, but not 100% sure if this applies with it being 3 one-way fares
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Old Jun 10, 20, 2:52 am
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I am now in the same position. They have changed one flight out of 2. There are 4 of us living in Europe and I want a full refund. Only credit offered which I may never use at this stage.
Can I get a full refund on line - or do I have to call them up?
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Old Jun 10, 20, 3:39 am
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Originally Posted by stevie View Post
I am now in the same position. They have changed one flight out of 2. There are 4 of us living in Europe and I want a full refund. Only credit offered which I may never use at this stage.
Can I get a full refund on line - or do I have to call them up?
Is it a change or is the flight cancelled - if it is just a time change then , then unless significant, not going to get a refund - if it is cancelled, then will be able to be refunded if you telephone and request
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Old Jun 10, 20, 4:18 am
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Originally Posted by Dave Noble View Post
Is it a change or is the flight cancelled - if it is just a time change then , then unless significant, not going to get a refund - if it is cancelled, then will be able to be refunded if you telephone and request
Just got this today Dave:Qantas has announced further network changes in response to Coronavirus and various government travel restrictions.

As a result we've had to cancel your flight.


We're sorting everything out for you. Your booking is being updated now and we'll send an email with your new flight details within the next 48 hours.
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Old Jun 10, 20, 4:20 am
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Originally Posted by Dave Noble View Post
If you phone in, you can definitely get the MEL-CNS fare refunded. Each of these journeys would be separate fares , just sold as end-on-end ticketing ( assuming normal fares ) but I think that you should be able to refund the entire booking since you have them all on a single ticketed itinerary, but not 100% sure if this applies with it being 3 one-way fares
Hi Dave
Iím in the UK and in the queue for 0800 964 432
However the queueing time is over an hour.
Do you know, would there be a better time to call them, or have I just got to hang on?
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Old Jun 10, 20, 4:25 am
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I would suggest just holding on - the Australian line does sometimes offer a call back option, but not sure if this would be offered to UK phone numbers
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Old Jun 10, 20, 4:37 am
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Originally Posted by Dave Noble View Post
I would suggest just holding on - the Australian line does sometimes offer a call back option, but not sure if this would be offered to UK phone numbers
Unfortunately the call back is only for Australian and New Zealand phones.
Thanks anyway.
At least the 0800 number isnít costing me
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Old Jun 10, 20, 6:06 am
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Originally Posted by stevie View Post
I am now in the same position. They have changed one flight out of 2. There are 4 of us living in Europe and I want a full refund. Only credit offered which I may never use at this stage.
Can I get a full refund on line - or do I have to call them up?
Originally Posted by Dave Noble View Post
I would suggest just holding on - the Australian line does sometimes offer a call back option, but not sure if this would be offered to UK phone numbers
Well that was quite painless really.
A very pleasant and polite Rep answered my call after around 75 minutes - thatís approx what they initially said the waiting time was going to be.

I said I wanted to request a refund for my booking as one of my flights on the booking ref had been cancelled.

She said she could see that was the case and that I would get a full refund for the booking.

She said the refund would take 8-10 weeks.
She said if it wasnít credited to my card after 10 weeks, then phone back and theyíll do it immediately.

Hopefully it all goes to plan.
Thanks for your help Dave.
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Old Jun 10, 20, 6:39 am
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If the refund has been agreed, I don't think that you have anything to worry about - other than the excessive time quoted for a refund
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Old Jun 10, 20, 6:44 am
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Originally Posted by Dave Noble View Post
If the refund has been agreed, I don't think that you have anything to worry about - other than the excessive time quoted for a refund
Iíve just checked my Qantas App and all the trips on the booking have gone
Looking good.
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Old Jun 12, 20, 10:43 pm
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Originally Posted by Dave Noble View Post
If you phone in, you can definitely get the MEL-CNS fare refunded. Each of these journeys would be separate fares , just sold as end-on-end ticketing ( assuming normal fares ) but I think that you should be able to refund the entire booking since you have them all on a single ticketed itinerary, but not 100% sure if this applies with it being 3 one-way fares
The whole ticket can be refunded when there's any cancellation or even a 1 minute time change.
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Old Jun 12, 20, 11:27 pm
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Originally Posted by madrooster View Post
The whole ticket can be refunded when there's any cancellation or even a 1 minute time change.
The CoC only allows for a refund for a significant schedule change - 1 minute is not close to being significant and I also doubt that Australian consumer law would class a refund as an entitlement in such a minor schedule change

As far as cancellation - I was fairly sure that with 3 separate fares on 1 itinerary, that a cancellation of 1 flight would allow for refund of all fares on that ticket and that this is a benefit of booking in such a way rather than buying 3 standalone tickets
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Old Jun 14, 20, 5:12 pm
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Originally Posted by Dave Noble View Post
The CoC only allows for a refund for a significant schedule change - 1 minute is not close to being significant and I also doubt that Australian consumer law would class a refund as an entitlement in such a minor schedule change

As far as cancellation - I was fairly sure that with 3 separate fares on 1 itinerary, that a cancellation of 1 flight would allow for refund of all fares on that ticket and that this is a benefit of booking in such a way rather than buying 3 standalone tickets
Agree, a one minute time change is not grounds for cancellation under either QF's conditions of carriage or Australian consumer law (or in fact any consumer law I can think of, including EC261).

Also agree that if sold as a single itinerary and single ticket, cancellation/changes on one leg are grounds for a total refund of the whole ticket.
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Old Jun 15, 20, 9:58 am
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Update today: they told me all flights cancelled in August so I rang the Irish number got through straight away and they fully refunded. Said it would take a couple of weeks to get the money. 5 mins it took,
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