This is interesting.
Nowhere in original Terms and Conditions of this sale or the ad when the sale began, did it distinctly restrict the sale to “Virgin” operated only flights (It does now, but that's only after I and probably others made Virgin aware of this fact.). It was only when I tried to book a Singapore Airlines Business flight to London and it didn't take the 30% off, that I rang the call centre to be told it was Virgin flights only. But both the call centre operator and a supervisor agreed with me that nowhere in the advertising or T&C at that time did it say Virgin Operated flights only. So I booked the flight and at the same time I had the supervisor lodge a complaint to Virgin saying under the advertised sale I was entitled to 30% off.
When I made the booking I took a screen shot of the sale page and the t&c so I could prove what I was saying was correct. At the time when the sale began, it clearly read “Receive 30% off the points amount required to redeem Economy and Business Class Reward Seat on flights across Australia and Beyond”. (Note there is no mention at all of Virgin operated flights only).
Only since I raised it with Virgin, and after I booked and lodged a complaint that I am entitled to 30% off the points, I see that they changed the wording to “Receive 30% off the Points amount required to redeem Economy and Business Class Reward Seats when you travel on Virgin Australia flights across Australia and beyond.
That bit about “when you travel on Virgin Australia Flights” was not on the original sale fare advertising.
Same with the T&C. The original T&C had absolutely no mention that it only applied to Virgin Operated only flights. Originally the T&C (which I screen shotted for proof as well) just said the sale applied to “year round Economy and Business level reward seats”.
Only since I and probably others made them aware have they then they’ve added in the extra words “Virgin Australia marketed and operated flights”.
Will let you know how I go, but my expectation is they have to honour the ad as it was when I booked it and before they changed it. Someone said they used the word "our" which may mean Virgin only, but "our" has a definition under Virgin's Conditions of Carriage AND INCLUDES partner airlines! I've attached the original t&c, followed by Virgin's change after I booked it and made them aware. Spot the difference. Interested to know if anyone has had success holding an airline to their advertisement? My understanding is I have to raise it with the airline and if unsuccessful request a review, and I can then take it to "Avaiation Complaints".
