Quantas – Refund for an upgrade that didn’t happen

Reported By: Roy Childs

Contact information:
Quantas London and Melbourne

We are still awaiting the refund for the upgrade we paid for a flight from Melbourne to London.
We paid £2219.93 on 4th January as an upgrade on this flight. We were not allowed to board because my wife had a positive PCR test. We rebooked whilst still at the airport where we were told that the refund for the upgrade would come within 21 days. The rebooking was for 14 days later – so for the 18th January. For that flight we also bid for an upgrade which we received and it has been paid for.
However, we have still not received the refund for the upgrade on the 4th January despite emails and phone calls to Quantas customer service number in the UK where I have waited for up to 3 hours with NO REPLY!!!. I seem to have now other recourse than to make this a formal complaint.
Many thanks
Roy Childs


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