Future Flight Credits

[henrus]

I had a VA1 booking that was cancelled during VA2 period, was asked if I wanted a refund or credit so took the refund. However last week I received notification that it had gone to a travel bank. Quick call to VA, confirmed I should have been refunded, that was processed immediately and I should receive the funds back on my CC this week.

If it was a booking during VA1 (before 21 April) then there is zero chance of you getting an actual refund because that technically is illegal because of the administration process.

 

[Oliver Brown]

Hi. Got an email saying my travel credit was ok to use on Friday.
Tried to book something today and its not available ,,, you find this out once you've put in all the kids details and searched for an hour etc.
And I quote
"Looking for Travel Bank?
Travel Bank is currently unavailable for use. We apologise for any inconvenience caused."
Did I do it wrong or is this what the normal now?

 

[BNEFlyer]

If it was a booking during VA1 (before 21 April) then there is zero chance of you getting an actual refund because that technically is illegal because of the administration process.

My original booking was for April (booked in VA1), changed flights to October (during VA2), so perhaps the change means I can get a refund?

 

[henrus]

My original booking was for April (booked in VA1), changed flights to October (during VA2), so perhaps the change means I can get a refund?

No chance at all. The original date you booked the trip not when the travel actually occurs dictates what you are entitled to.

This is all explained on this page:

Virgin Australia | Bring on Wonderful

Fly with award-winning service and great value fares to popular destinations across Australia. We can't wait to welcome you onboard Virgin Australia soon.

travel.virginaustralia.com

As you booked before the airline went in to administration then the best you are entitled to is a future flight credit regardless of when you actually were going to travel.

 

[BNEFlyer]

No chance at all. The original date you booked the trip not when the travel actually occurs dictates what you are entitled to.

This is all explained on this page:

Virgin Australia | Bring on Wonderful

Fly with award-winning service and great value fares to popular destinations across Australia. We can't wait to welcome you onboard Virgin Australia soon.

travel.virginaustralia.com

As you booked before the airline went in to administration then the best you are entitled to is a future flight credit regardless of when you actually were going to travel.

Well I've got two emails from VA stating I'm getting a refund (the second says it has been processed), so we'll see what happens.

 

[henrus]

Well I've got two emails from VA stating I'm getting a refund (the second says it has been processed), so we'll see what happens.

I find this all hard to believe. When did you get these emails? Are you sure they're not refunding to a future flight credit?

Given they're still in administration and assuming you did book before 21 April then it should be illegal for them to provide a full refund when there are creditors lined up. The administration period ends on the 1st of November so I doubt anything would be done between now and then.

 

[BNEFlyer]

I find this all hard to believe. When did you get these emails? Are you sure they're not refunding to a future flight credit?

Given they're still in administration and assuming you did book before 21 April then it should be illegal for them to provide a full refund when there are creditors lined up. The administration period ends on the 1st of November so I doubt anything would be done between now and then.

No I've been told I'm getting a refund back to my credit card.

I booked last year, flights cancelled early September and was notified via email. In that email it said I can get a credit or a refund to original form of payment, I took the refund. Last week I received credits instead of a refund. Called, confirmed refund was requested, refund was requested again, got an email stating that it had been processed.

 

[henrus]

No I've been told I'm getting a refund back to my credit card.

Believe it when you see it! There are lots of people on AFF and other travel sites who'd love to get a full refund but sadly I don't think it's going to happen.

In that email it said I can get a credit or a refund to original form of payment, I took the refund

Are you able to share a screenshot of these emails (obviously with anything sensitive blocked out)? I'm curious if it's been personally written or just some computer that hasn't been told Virgin's in administration.

Called, confirmed refund was requested, refund was requested again, got an email stating that it had been processed.

Again I'm amazed that's what they said... Was the call centre in Australia or overseas? It also seems amazing they'd send a follow up email like that. Not that it makes a difference but was the original booking in a flexible fare category.

Last week I received credits instead of a refund.

Yep everyone with a booking made prior to 21 April that had it cancelled should have received a credit last week. I'm under the impression that even if it's a fully refundable fare that's the best you're going to get.

 

[BNEFlyer]

Believe it when you see it! There are lots of people on AFF and other travel sites who'd love to get a full refund but sadly I don't think it's going to happen.



Are you able to share a screenshot of these emails (obviously with anything sensitive blocked out)? I'm curious if it's been personally written or just some computer that hasn't been told Virgin's in administration.



Again I'm amazed that's what they said... Was the call centre in Australia or overseas? It also seems amazing they'd send a follow up email like that. Not that it makes a difference but was the original booking in a flexible fare category.



Yep everyone with a booking made prior to 21 April that had it cancelled should have received a credit last week. I'm under the impression that even if it's a fully refundable fare that's the best you're going to get.

They’re not personalised emails (other than having my name on them). It was an Australian call centre, fare wasn’t flexible. Obviously hoping for a refund especially after being told three times I’ll get one.

 

[Always flown]

Hi. Got an email saying my travel credit was ok to use on Friday.
Tried to book something today and its not available ,,, you find this out once you've put in all the kids details and searched for an hour etc.
And I quote
"Looking for Travel Bank?
Travel Bank is currently unavailable for use. We apologise for any inconvenience caused."
Did I do it wrong or is this what the normal now?

I've had the same issue today so I don't know if there's a system problem or something else.

 

[gtrod]

I've had the same issue today so I don't know if there's a system problem or something else.

I encountered the same problem. Very frustrating. But I did some digging. It's dependent on browser/device combination. There's a new site which some browsers get redirected to and others don't. Only the new beta site allows travel bank purchases.

If you have trouble use the following URL which will force the new site:

https://www.virginaustralia.com/au/en/beta/

The flow is different, you select that you want to use Travel bank before you are presented with eligible fares. Make sure you use your new travel bank username that was emailed out and not the old one.

 

[Aus ATC]

I am still waiting for some Future Flight Credits for a flight paid in NZD (AKL-BNE x 2 people). Is anyone else still waiting for credits, or should I be chasing them up now? I spoke to the call centre a couple of weeks ago (after the 22nd Oct) and they said they were working through them......

I presume I'll eventually get a credit in equivalent AUD (no doubt at an exchange rate favourable to Bain!)

 

[henrus]

Is anyone else still waiting for credits

All the credits should now be sorted. What date was the flight?

or should I be chasing them up now?

I'd be chasing them up now. You should have received an email with the new details, perhaps search your inbox for the subject "Your Future Flight credit" otherwise call again.

Whilst the following won't help you access the credit you might be able to check if it exists using the process below: If you had a velocity number in the booking then you can check if the credit was initially converted to a future flight credit by looking at your travel bank linked to the primary passenger's velocity account. The easiest way to access this page is on the main website https://www.virginaustralia.com/au/en/, login to velocity, and make sure you're at the old looking site (looks like the page below) if not scroll down and click "Visit Accessible Site".

Then perform a random search any destination/date will do and you should see the following on the side with the ability to click on "View your travel bank details".

It should load the travel bank and you can click on "Account Statement" to see the transactions. Everyone had their credit dropped into their velocity travel bank for a few days before being converted to a future flight credit.

For mine, the first entry was the 9th of October as the refund and then on the 17th of October the transfer to the future flight credit.

I presume I'll eventually get a credit in equivalent AUD (no doubt at an exchange rate favourable to Bain!)

Yep, all credits from the New Zealand flights in Australian dollars. On the 9th of October mine was converted at a rate of 0.9236 NZD to 1 AUD. Whilst it's not a bad exchange rate, given XE/Google lists the exchange rate on the 9th as 0.9212 NZD to AUD it's actually more favorable than the rate I can see for that day.

 

[Ms_KH]

I am still waiting for some Future Flight Credits for a flight paid in NZD (AKL-BNE x 2 people). Is anyone else still waiting for credits, or should I be chasing them up now? I spoke to the call centre a couple of weeks ago (after the 22nd Oct) and they said they were working through them......

I presume I'll eventually get a credit in equivalent AUD (no doubt at an exchange rate favourable to Bain!)

I also haven't received a credit I'm waiting on. Mine was never in travel bank as it was a conditional credit.

 

[henrus]

I also haven't received a credit I'm waiting on. Mine was never in travel bank as it was a conditional credit.

Is the original booking reference still working on the Virgin website?

Not sure if it does anything but I filled out this form and received a future flight credit.

Travel Cancellation Request Form

Ready to cancel? Use Virgin Australia's online form to quickly find your booking and submit your travel cancellation request.

apps.virginaustralia.com

 

[serfty]

I also haven't received a credit I'm waiting on. Mine was never in travel bank as it was a conditional credit.

The conditional credit goes to a different travel bank 'account'.

It is not the one attached to your Velocity number.

You should have received an email by now with details on how to access this new account.

 

[Aus ATC]

Is the original booking reference still working on the Virgin website?

Not sure if it does anything but I filled out this form and received a future flight credit.

Travel Cancellation Request Form

Ready to cancel? Use Virgin Australia's online form to quickly find your booking and submit your travel cancellation request.

apps.virginaustralia.com

Thanks for the link - I tried it but it doesn't work. The actual flight was cancelled quite a while ago so is no longer "visible" to me.

I eventually got through to the Future Flight Credit team (long wait times) and it seems my credit was in the system, but I had never received an email with the details. So all sorted now - and to decide where to fly next and when, to use up the credit..

 

[trooper]

Had a booking for 3, CBR-TSV for June this year..which ended up as a conditional credit. As soon as they opened up bookings for those credits online I had a look at replicating the trip for similar dates next year. I found that ALL the fares that were available for cash were also available for conditional credit payment and rebooked (the fares were pretty "normal" too). Relatively satisfied at this point.

 

[henrus]

Relatively satisfied at this point.

This seems to be a common theme. Economy conditional credit fares are plentiful and if you've got a reasonably small balance then booking a short domestic trip away is quite easy.

I do feel sorry for those who've got conditional credits from AU-LAX in Business class with some of those fares likely well over $10k per person.

 

[RAM]

This seems to be a common theme. Economy conditional credit fares are plentiful and if you've got a reasonably small balance then booking a short domestic trip away is quite easy.

I do feel sorry for those who've got conditional credits from AU-LAX in Business class with some of those fares likely well over $10k per person.

Although far from ideal (and may get much better soon) it is significantly better than 7 cents on the dollar if they'd been treated the same as other unsecured creditors. Surely there cannot be too many who did not pay via credit card & tried the chargeback route or travel insurance?