Qantas cancelled our flight two years ago and still has not refunded us the hundreds of dollars in excess baggage we paid for. I've spoken to them about this many times, and they don't deny they owe us the money, they just say someone will get back to us about it, and no one ever does. Any time I phone they say they have no record of any of the hours and hours I've spent on the phone with them before, and say they need all the information again. If I have a reference number from the last call, when I call again they say the number doesn't refer to anything and they have no record of the case. The worst customer service I've ever encountered, and it's cost us money we couldn't spare - but they really don't care. Avoid at all costs.
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