Getting Refund from AmEx Travel?

mrdng on 29/11/2022 - 09:12
Last edited 29/11/2022 - 17:17

Long story, I had 2 Qantas flight tickets for my wife and daughter booked through Amex Travel online using my $450 credit plus $500+ out-of-pocket money last March. We couldn't board the plane due to positive covid test at the airport.

I contacted Amex Travel at that time and they told me that I was only qualified for a flight credit, applicable to the passengers' names on the original tickets only. I believed them and took that. Untill August when I wanted to book flight for myself, I rang them to see whether there's any option for me to use the credit under my name, and they told me I could try contacting Qantas.

I did exactly that and an Qantas operator created a new booking for me and told me that I SHOULD HAVE QUALIFIED for a full refund due to Covid rules at that time. Even in normal time, Qantas should give refund for flights due to illness… The new booking was still under my wife and daughter's names but now I can manage it on my Qantas online account. I had both refund/credit options on cancelling the booking.

Then I picked "refund" and things turned sour since then… I no longer see the booking, can't use it as credit, and in no way the money has come back to me. I rang Amex Travel again and they kept reiterating that Qantas didn't give any refund. I rang Qantas and I was assured a few times that they had refunded me, and told me to wait.

Last time I rang back, 1st Qantas told me it has been fully refunded, then I rang Amex Travel, they told me they would make it clear with Qantas and contacted me, they never called me again since. I rang Qantas again shortly and now a different operator told me that I should have credit vouchers for two passengers' names only and if I wanted a refund, Amex Travel should be the one to issued it…

I'm now lost in a mess with both Amex Travel and Qantas…

I'm exploring my options on Victoria Consumer Affairs but never have any experiences with this.

Any helps and ideas are much appreciated!

Update ——
Just FYI, my travel included multiple flights booking with Qantas through Amex Travel, Scoot, Jetstar and accommodation booked through Agoda. I received full refunds without any hassles from every other services except Amex Travel and Qantas

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Comments

  • HardQuiz on 29/11/2022 - 09:45

    Having Alan Joyce as the CEO of Qantas gives me no hope.

    You could also explore the ACCC as an avenue for a solution.

  • JimmyF on 29/11/2022 - 10:09

    last March

    So well over 12 months ago?

    So no chargeback options, only if the company is willing to give a refund.

    We couldn't board the plane due to positive covid test at the airport.

    What sort of tickets did you book? Full fare, saver etc? If they are 'saver' tickets, there is no refunds. So you having covid is equal to a noshow.

    I contacted Amex Travel at that time and they told me that I was only qualified for a flight credit

    Sounds fair for you missing your flight. Take the credit and book something else.

    I'm exploring my options on Victoria Consumer Affairs but never have any experiences with this.

    LOL You had been basically 'sick' and missed your flight. Not really the airlines issue as such.

    • mrdng on 29/11/2022 - 10:40

      Sorry, I meant this March (03/2022)

      We technically didn't "miss" the flight. We was BLOCKED to board the plane (because of positive Covid test at the airport, 2 hours before the flight). I had other flight legs booked with Scoot and Jetstar for that travel and they all refunded me fully.

      Qantas operator told me that I should be qualified for a refund.

      Amex Travel messed things up too much

      • justdigi on 29/11/2022 - 19:30

        AMEX Travel is an agent, just like Flightcentre or Helloworld.

        Your flight would’ve been credited to the agent (in your name) and you would need to book the replacement flight through the agent.

        So you’re saying you did that, and then refunded the flight? The refund would go to AMEX Travel as the agent.

  • JTTheMan on 29/11/2022 - 14:21

    I've had similar problems with Amex
    our January holiday to Daydream Island was cancelled when the island closed due to the covid outbreak.
    Accommodation was refunded immediately but the virgin flights booked through Amex travel were not refundable.

    It took me months and months on the phone with at least 20 different Amex staff (no exaggeration) to have the flight credit available for re-booking.

    I even involved ASIC but they were pretty useless. It's a very long story and I still get a headache thinking about it!.

  • mrdng on 16/11/2023 - 13:14

    I think I need to provide an update on this.

    I have thought to myself that I'd loose all the money there. But then after a lot of public scrutiny at Qantas now, I gave them a call today. And to my surprise, they issued me a refund onto a different credit card under my name (I have cancelled my Amex) after this saga a long time ago!

    Kudo to the public opinions on Qantas!

    So, it has always been in Qantas' power to action on the refund. They just don't want to do it…

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