Flight Centre refunds for cancelled flights

[MEL_Traveller]

I haven't read if you are willing to pay the $250 pp refund processing fee, but just be aware that this applies for both voluntary and involuntary cancellations.

This is the crux of the issue - Flight Centre claims the $300 cancellation fee applies to involuntary refunds - but their terms and conditions don't cover that - only cancellation by the customer (a voluntary cancellation).

The Current Affair article only talks about voluntary cancellation - which might be the case for all those involved. They don't specifically address the issue of where the airline has cancelled and fully refunded.

 

[Flyinfish]

I haven't read if you are willing to pay the $250 pp refund processing fee, but just be aware that this applies for both voluntary and involuntary cancellations.

It was clearly never meant to apply to involuntary cancellations originally. Aunt Betty and Flight Centre have only recently 'clarified' the T&C to say the fee applies to both. It is being challenged with a number of consumer bodies and I would be surprised if they get away with it.

 

[hada88]

It was clearly never meant to apply to involuntary cancellations originally. Aunt Betty and Flight Centre have only recently 'clarified' the T&C to say the fee applies to both. It is being challenged with a number of consumer bodies and I would be surprised if they get away with it.

Absolutely. That's been my view all along - they are trying to reverse engineer a position whereby involuntary cancellations will incur the voluntary cancellation fee. I couldn't see this standing up if challenging on a purely contractual basis (not to mention on a common sense and fair play basis).

Post automatically merged: Apr 14, 2020

This is the crux of the issue - Flight Centre claims the $300 cancellation fee applies to involuntary refunds - but their terms and conditions don't cover that - only cancellation by the customer (a voluntary cancellation).

The Current Affair article only talks about voluntary cancellation - which might be the case for all those involved. They don't specifically address the issue of where the airline has cancelled and fully refunded.

I noted this also. I fear that very soon, I will be in the same position with an involuntarily cancelled flight which was booked through AB.

 

[MEL_Traveller]

I noted this also. I fear that very soon, I will be in the same position with an involuntarily cancelled flight which was booked through AB.

Check AB's original booking conditions from the time you booked. If they don't cover involuntary cancellation, contact consumer affairs in your state. you may also wish to consider a chargeback if the airline fully refunds.

While some credit card companies are refusing chargebacks for CV-19 travel issues, you could argue that this is a breach of booking terms and conditions chargeback, not a CV-19 chargeback.

 

[Griff17]

Our flights with Malaysia Airlines to London totalling $4028 (Apr 24th departure) was for 5 passengers (Great deal at the time..). Booked through Aunt Betty and now looking at a $1250 cancellation fee despite MH providing a full refund. that's a 32% loss for something out of my control.
Also booked a hire car through Flight Centre for $1400 and I'm getting charged a $300 cancellation fee (21%). Outrageous stuff.
Also I've been forced to take leave due to covid-19 so not interested in saving Flight Centre's business as I have my own worries regarding my family's immediate future to deal with.

 

[Pug1]

I think a week is fair? If they can't even get back to you with an estimation of when you will receive your refund then do the chargeback on that basis - 'impossible to contact merchant'.

Finally got a call from our original TA who said he was first day back at work. I knew he previously had Covid-19 but was clear and working from home as of 19 March. His advice is that all refunds are being handled by FC Brisbane and were taking up to 12 weeks or longer to action, plus their refunds were taking much longer to come through from suppliers. May or may not be true and FC might simply be using our cash for operational expenses. At least getting a call back is somewhat comforting. I advised him that I had lodged a dispute with Amex on our charges and he didn't seem to know how that works. I don't know whether the call resulted from my online request or his own follow up. My dilemma now is do I let the Amex dispute run its course or withdraw it??

Post automatically merged: Apr 14, 2020

Our flights with Malaysia Airlines to London totalling $4028 (Apr 24th departure) was for 5 passengers (Great deal at the time..). Booked through Aunt Betty and now looking at a $1250 cancellation fee despite MH providing a full refund. that's a 32% loss for something out of my control.
Also booked a hire car through Flight Centre for $1400 and I'm getting charged a $300 cancellation fee (21%). Outrageous stuff.
Also I've been forced to take leave due to covid-19 so not interested in saving Flight Centre's business as I have my own worries regarding my family's immediate future to deal with.

That's a bit rough on you. All the best to you and your family.

 

[MollyJones]

another family gone to the media today. $1500 in fees to cancel Disneyland passes that cost $2200.

Flight Centre draws fire over cancellations charges

One family accused Flight Centre of "robbery" for refusing to refund the full cost of a Disneyland pass.

www.theage.com.au

 

[moa999]

Why would you just book Disneyland through FC but do everything else elsewhere?

 

[MollyJones]

Why would you just book Disneyland through FC but do everything else elsewhere?

I did wonder that but then remembered that some of the park hopper passes can only be booked through TAs and Flight Centre did have some specials so I suspect the family got one of those.

 

[JulieGee]

Has anyone managed to get a direct phone no or email for Flight Centre refunds team? Weve over $15k invested on a trip to Italy and our local agent has now told us 3 of our 4 hotels non refundable . First we'd been informed of that. Case has now gone to refunds team and we just have to wait and see what they offer. Customer relations email also told us we just have to wait.

 

[Flyinfish]

Has anyone managed to get a direct phone no or email for Flight Centre refunds team? Weve over $15k invested on a trip to Italy and our local agent has now told us 3 of our 4 hotels non refundable . First we'd been informed of that. Case has now gone to refunds team and we just have to wait and see what they offer. Customer relations email also told us we just have to wait.

I'd check directly with the hotels... I wouldn't trust FC.

 

[VickyZ]

I am experiencing the same problem with Flight Centre. They charged me $300 each for cancelling flight scheduled on 31st Mar, which is already cancelled by Qantas. Considering the current circumstance, we may not travel for next few months or even years. We never know when we will be able to use the credit within 12 months. I understand FC may charge for some work, but they've charged booking fee upfront which they did not in the past as I remember. $300 is a rip-off since Qantas provides full refund. I've logged a complaint at Fair Trading but unclear how much they could help. Looking for any advice here. Thanks.

 

[VickyZ]

I am experiencing the same problem with Flight Centre. They charged me $300 each for cancelling flight scheduled on 31st Mar, which is already cancelled by Qantas. Considering the current circumstance, we may not travel for next few months or even years. We never know when we will be able to use the credit within 12 months. I understand FC may charge for some work, but they've charged booking fee upfront which they did not in the past as I remember. $300 is a rip-off since Qantas provides full refund. I've logged a complaint at Fair Trading but unclear how much they could help. Looking for any advice here. Thanks.

I hope FC can survive in this pandemic crisis. But myself are not likely to use FC to book any travel after that.

 

[MEL_Traveller]

I am experiencing the same problem with Flight Centre. They charged me $300 each for cancelling flight scheduled on 31st Mar, which is already cancelled by Qantas. Considering the current circumstance, we may not travel for next few months or even years. We never know when we will be able to use the credit within 12 months. I understand FC may charge for some work, but they've charged booking fee upfront which they did not in the past as I remember. $300 is a rip-off since Qantas provides full refund. I've logged a complaint at Fair Trading but unclear how much they could help. Looking for any advice here. Thanks.

hi and welcome to AFF!

Lodging a complaint with Fair Trading is a good start. Did they say they give you any options or say they'd get back to you?

Did you pay by credit card?

I'm almost wondering if a credit card chargeback might be an option given FC is imposing terms and conditions which people didn't agree to at the time of booking (ie, you agreed you would pay $300 if you cancelled, not if the airline cancelled).

 

[SydneySwan]

The following statement was listed on the FC website but it is no longer there even though website says last updated 15 April 2020. Another example of FC being devious. I am just posting it here so we have a record of it.

Information for impacted customers due to Virgin Australia announcement
Due to the ongoing challenges of coronavirus, Virgin Australia has made the decision to cancel all of their remaining regular public transport (RPT) flights other than a single daily Melbourne to Sydney flight and the underwritten Los Angeles and Hong Kong flights.

The impact of these changes will be for flights departing Friday 10 April until Monday 15 June 2020. Should demand increase prior to 15 June, Virgin Australia has advised they will start to increase flights.

If your flight is departing between Friday 10 April and Monday 15 June, your booking value will be held in credit. There is no need to contact us. Your flight tickets will be on hold for use as credit for future flights with Virgin.

We will be in touch with instructions on how to use this credit.

 

[Stingray2102]

The following statement was listed on the FC website but it is no longer there even though website says last updated 15 April 2020. Another example of FC being devious. I am just posting it here so we have a record of it.

Information for impacted customers due to Virgin Australia announcement
Due to the ongoing challenges of coronavirus, Virgin Australia has made the decision to cancel all of their remaining regular public transport (RPT) flights other than a single daily Melbourne to Sydney flight and the underwritten Los Angeles and Hong Kong flights.

The impact of these changes will be for flights departing Friday 10 April until Monday 15 June 2020. Should demand increase prior to 15 June, Virgin Australia has advised they will start to increase flights.

If your flight is departing between Friday 10 April and Monday 15 June, your booking value will be held in credit. There is no need to contact us. Your flight tickets will be on hold for use as credit for future flights with Virgin.

We will be in touch with instructions on how to use this credit.

I saw this before too but this was posted before the government decided to underwrite a minimum domestic network operation for Virgin (and Qantas) late last week - which as far as im aware, Virgin are still operating despite going into Voluntary Administration.

 

[SydneySwan]

I saw this before too but this was posted before the government decided to underwrite a minimum domestic network operation for Virgin (and Qantas) late last week - which as far as im aware, Virgin are still operating despite going into Voluntary Administration.

I was just posting so we have a record of it.

 

[Stingray2102]

I was just posting so we have a record of it.

Okay then. Its still not clear though whether the credits are still held with Virgin and are in control by Flight Centre, or if Flight Centre are holding onto the credits themselves....

 

[SydneySwan]

Okay then. Its still not clear though whether the credits are still held with Virgin and are in control by Flight Centre, or if Flight Centre are holding onto the credits themselves....

I agree but there again FC are masters of stalling and obfuscation.

 

[theblank]

Flight Centre called my kid out of the blue and told her the Cancelled SQ flights can be held as a credit for future use within 12 months or get a refund less $300 fee.
The lady on the phone also said that the Credit was held by SQ not flight centre - to which I say is BS. I doubt FC has paid SQ already for flights in the future. If this is true, can this be verified direcly with SQ?

Kid opted to hold as a credit for now, as she wasnt prepared for the discusssion, which IMO needs to be submitted in writing anyway.

Best thing for her and anyone else right now is just wait a month and see how these complaints to Fair trading or whatever is going. I dont actually blame FC for sticking to their guns and holding travel refunds as credit. Every company on the planet is trying to survive too, including the customers.