How long for Velocity cancelled award booking to refund points?

[goldenhorn]

How long does it typically take for points to be returned if you cancel an award booking with VFF?

I booked a biz trip to Europe yesterday and today a better itinerary is available for less points.

I don’t have enough points to book the new one so would need to cancel the old one and wait for points to return for the new one. It would be risky if it’s not a quick process.

Any experience appreciated!

 

[Human]

I’ve cancelled Velocity reward bookings on Virgin and on Singapore airlines and in both cases got the points back instantaneously (this is when I called and cancelled).

I have no experience cancelling reward flights on Qatar (or United), or cancelling flights online.

Maybe call the call centre and tell them what you want and, best case scenario, they can do it all at once.

 

[goldenhorn]

I’ve cancelled Velocity reward bookings on Virgin and on Singapore airlines and in both cases got the points back instantaneously (this is when I called and cancelled).

I have no experience cancelling reward flights on Qatar (or United), or cancelling flights online.

Maybe call the call centre and tell them what you want and, best case scenario, they can do it all at once.

Thank you. That’s a good idea to speak to the call centre and see if they’ll switch them over for me.

 

[wendlle]

I got mine back within a minute of talking to them on the phone.

 

[ben95]

If you call the agent can process it over the phone to refund the points immediately, though I would make sure to mention that you need the points back now so the agent does it on the spot.

If you use the web form it generally takes 3-5 business days for someone to action the request.

 

[tmdl]

I think I cancelled mine about 3 days ago online and still havent got anything back in my account yet

 

[drron]

Cancelling online I have just learnt is not the way to cancel VFF awards. Nearly 3 weeks ago I cancelled our J awards on SQ for April as our cruise from Singapore was cancelled. Didn't get an email confirming cancellation or request for cancellation fee. But it said it would take 7 -21 business days for refund,
Started to worry so rang VFF today. Told not to orry the cancellation has gone through but I can get your refund through today if you like. yes please. Points back in my account before the call finished.
And one extra point. Absolutely no wait when I called.

 

[Human]

Cancelling online I have just learnt is not the way to cancel VFF awards. Nearly 3 weeks ago I cancelled our J awards on SQ for April as our cruise from Singapore was cancelled. Didn't get an email confirming cancellation or request for cancellation fee. But it said it would take 7 -21 business days for refund,
Started to worry so rang VFF today. Told not to orry the cancellation has gone through but I can get your refund through today if you like. yes please. Points back in my account before the call finished.
And one extra point. Absolutely no wait when I called.

Also if you cancel online, you don't have the option to choose to pay the cancellation fee in money: it automatically defaults to deducting points.

 

[Telemachus]

Cancelling online I have just learnt is not the way to cancel VFF awards. Nearly 3 weeks ago I cancelled our J awards on SQ for April as our cruise from Singapore was cancelled. Didn't get an email confirming cancellation or request for cancellation fee. But it said it would take 7 -21 business days for refund,
Started to worry so rang VFF today. Told not to orry the cancellation has gone through but I can get your refund through today if you like. yes please. Points back in my account before the call finished.
And one extra point. Absolutely no wait when I called.

Really should have read this thread before a similar experience. Generally I'm happy to avoid the call centre lottery if there is an online option so in first week of Nov I logged into my Velocity award booking (two SQ sectors) and cancelled: onscreen message said: ‘Virgin Australia aims to process requests for travel credits and refunds within 21 days’. Thought that was a bit long but didn't need the points right away for a new booking so OK.

No confirmation email, no refund of points or taxes/charges, so on Day 23 I rang up and was put through to the Refund Team who told me it’s up to 21 business days (so effectively a month). Helpful agent apologised for the delay, put through the points refund immediately and said the taxes etc should be credited to my card within 2-3 days (which duly happened).

There is an obvious cost advantage to VA in persuading us to take the online option but when the execution can be as slow as this it's a no-brainer to pick the phone option in future.

 

[Brizz]

Really should have read this thread before a similar experience. Generally I'm happy to avoid the call centre lottery if there is an online option so in first week of Nov I logged into my Velocity award booking (two SQ sectors) and cancelled: onscreen message said: ‘Virgin Australia aims to process requests for travel credits and refunds within 21 days’. Thought that was a bit long but didn't need the points right away for a new booking so OK.

No confirmation email, no refund of points or taxes/charges, so on Day 23 I rang up and was put through to the Refund Team who told me it’s up to 21 business days (so effectively a month). Helpful agent apologised for the delay, put through the points refund immediately and said the taxes etc should be credited to my card within 2-3 days (which duly happened).

There is an obvious cost advantage to VA in persuading us to take the online option but when the execution can be as slow as this it's a no-brainer to pick the phone option in future.

Flight booked on the 5th Nov and cancelled on the 6th.

Points were refunded almost immediately.

Additional charges have not yet been refunded - only $600 but they managed to take the money instantly....

 

[markis10]

Flight booked on the 5th Nov and cancelled on the 6th.

Points were refunded almost immediately.

Additional charges have not yet been refunded - only $600 but they managed to take the money instantly....

Pretty unlikely they took it straight away, usually if comes off your limit/balance but shows as pending while it works its way through the card/bank system for up to 5 days, same reason refunds take their time.

 

[Brizz]

Pretty unlikely they took it straight away, usually if comes off your limit/balance but shows as pending while it works its way through the card/bank system for up to 5 days, same reason refunds take their time.

Sure - but I think you understand the point I am making...