Qantas - Payment through Poli - Booking Cancelled, No Refund - HELP!

LBenji1234 on 06/10/2022 - 16:08
Last edited 06/10/2022 - 16:31 by 1 other user

Hi guys I'm hoping someone can provide me some advice.

We booked Qantas flights in March totalling around $600 and paid through POLi. I didn't get a confirmation email from Qantas but could see the booking under my frequent flyer log in, so called them up and they said the booking didn't go through and the ticket wasn't issued. They cancelled this booking and said money would return since there's no booking number. The booking then was removed my frequent flyer account so I have no record of the booking number.

We then booked the same flight again and paid using credit card. I called them up numerous times about the original booking and they said they couldn't find the booking so the bank would just refund the money. We contacted the bank and lodged a chargeback case which was later unsuccessful.

Have called Qantas numerous times but they have said without a booking reference, there isn't much they can do. We have created a case through their website as advised by their call centre and have followed up numerous times but they said they can't help without a booking reference. We have attached screenshots and bank statements but no one is able to help us.

Does anyone know what our next steps are to try and resolve this issue?

Thanks in advance!

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Qantas

• 

  offerd on 06/10/2022 - 16:16

  +2

  Why was the chargeback request unsuccessful with the bank? You should have evidence of the transaction and evidence of no flight ticket and them unable to find the booking.

  The bank route is the best route IMO.

  • 

    Benji1234 on 06/10/2022 - 16:23

    +1

    Bank just said "despite our attempts to recall the funds, we have been unsuccessful". This was back in July. Should we try again with them?

    • 

      Quantumcat on 06/10/2022 - 17:34

      Isn't Poli where you give them your bank account login and they make a transfer on your behalf? If it is a bank transfer instead of a credit card transaction that would explain why they can't recall the funds.

• 

  boomramada on 06/10/2022 - 16:17

  so called them up and they said the booking didn't go through and the ticket wasn't issued

  You probably need to give couple of days to system to reverse the transaction.

  • 

    Benji1234 on 06/10/2022 - 16:20

    we made the booking in March 2022

    • 

      boomramada on 06/10/2022 - 16:25

      Ouch, then time to follow what @pjetson suggested.

• 

  pjetson on 06/10/2022 - 16:17

  +2

  Perhaps https://www.aviationcomplaints.gov.au/airline-customer-servi… ?

  • 

    Benji1234 on 06/10/2022 - 16:25

    +1

    Have tried that already, that's how we got a case number but have only got one reply from Qantas which was without a booking number they can't do anything.

    • 

      boomramada on 06/10/2022 - 16:26

      +2

      Try this https://www.afca.org.au/make-a-complaint

      Send them a message too (Oh no its Australia Post) - https://www.polipayments.com/contact-us/support/
      These guys probably have a transaction record, check with them who get the money when transaction get canceled.

      • 

        Benji1234 on 06/10/2022 - 17:22

        great, thanks so much!! Will try this! Fingers crossed!

    • 

      pjetson on 06/10/2022 - 16:27

      +1

      Then maybe you could try complaining about your bank through the banking ombudsman.

      Edit: beaten to the punch by boomramada!

      • 

        Benji1234 on 06/10/2022 - 17:22

        thank you!!

• 

  MS Paint on 06/10/2022 - 16:18

  +4

  Classic QANTAS

• 

  djkelly69 on 06/10/2022 - 17:38

  +2

  Qantas is literally the president of Cuba with the trillion dollar bill.

• 

  Carussell on 06/10/2022 - 19:01

  +3

  if you are unsuccessful with POLi consider a small claims / civil dispute through the local district court.
  Make sure you have all the documentation to support your claim.
  Good luck is needed when dealing with a Leprechaun as they don't like to give up their loot (pot of gold)

• 

  Sweet3st on 06/10/2022 - 20:57

  Wow that’s really bad! I’m having trouble with a booking Qantas still hasn’t ticketed over a week later, and while I took a screenshot of the booking ref, I have no evidence of the ticket price/ points (Reward flight)… their systems are such a mess and no one knows what’s going on. I hope the people flying the planes are doing better. Sad excuse for an airline.