I have purchased four Qantas tickets for me and my family to travel to Melbourne Australia. My wife and kids left before me and were waiting for me in Melbourne. When it was time for me travel, I was unable to obtain the Electronic Travel Authority visa to Australia because the consulate took weeks to process my visa. The visa usually takes 15 minutes to process, but in my case, it took days. I applied for the Electronic Travel Authority on February 27 2013 and my travel date was March 3rd through March 20. Unfortunately, I didn't receive my visa by the departure date. I have called Qantas to get a refund since I didn't use the ticket. First they refused to talk to me because I bought the ticket through a travel agent. It is their policy not to help those who hold a Qantas ticket if the ticket is bought through a travel agent. Basically if you donít buy the ticket directly from them, then you don't exist to them. They even advised I sue the travel agent in order to get a refund because they weren't going to help me. What kind of an airline advises their passengers to sue the people that sell their tickets.
Anyways, I got a hold of my travel agent and he tried to get me a refund and they kept denying the claim. It clearly states on their website that if there are events beyond your control that cause you to miss your departure, then "we will give you a credit for the non-refundable part of the fare for future travel on us provided that you haven't used the ticket, told us promptly, and have given satisfactory evidence that the events were beyond your control"
I forwarded the agent the "we are processing your visa" email from the consulate few times and he has forwarded to Qantas. He showed me a letter showing that they have repeatedly denied the claim because the visa wasnít denied. What I tried to tell them was that I couldn't travel when I wanted because I didn't have a visa - which is an event beyond my control. They also at some point made excuses that I didn't file for the visa early enough. I filed days prior to my departure. The visa only takes 15 minutes tops. I applied the visa for my entire family, and they were able to get it in 15 minutes.
Qantas is trying to find any and every excuse possible to deny my claim. I have proven that there were events beyond my control that prevented me from travelling. I will never ever fly Qantas ever again and I will tell my story to whomever that will listen. Because this is robbery, unethical and it is what gives the airline industry a bad name. What a sh$$%t airline.