Fast downgrade, slow refund

My loyalty to Qantas has waned in the past few years because of indifferent customer service but the piece de resistance was waiting more than two months for a refund after a Qantas flight downgrade that was made to accommodate its staff on a flight from Sydney to Auckland.

This downgrade was advised only as we drove to the airport but we were assured a refund would be processed quickly. If we can book flights online and have credit cards debited instantly, why does it take so long to receive a refund?

- Mary Maloney

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