response to a customer care form submitted

Due to ill health, i was forced to cancel our trip to New Zealand. I phoned the customer care line, and was told that i was going to have to pay a R4000 cancellation fee on each ticket.When I expressed my unhappiness about this, i was advised to go on to the web site, and fill in a customer care form,. which i did, not expecting any joy, as previous filling in of customer care forms (to other companies) did not get any response. so i was pleasantly surprise to get a reply from Kholo early on the next working day. After submitting my tickets, and my medical certificate to her, I received a full refund. Thank you to Kholo for her attention to my problem, and i look forward to being able to travel with Qantas when my health issues have been resolved.