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!
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