Refund on Getaway fare

[doctorstrangelove]

Hi all,

Just joined the forum to see if I could get some advice as I haven't seen my issue ("Getaway fare") specifically commented on in any of the threads here. I hope someone can help!

I booked a Getaway fare in February (during the triple velocity points promotion) going from TVL on 29th March to BNE, returning on 5th April. My flight from TVL to BNE was cancelled by Virgin (I had no communication from them either about this or to offer me an alternative - I just happened to log into the site 2 days before to see the cancellation). I e-mailed the Guest Contact Centre who got back to me via e-mail today and informed me that, as my fare was Getaway cancellations/refunds were not allowed and all they could offer me was travel credit.

I called them up just a few hours ago to reiterate my desire for a refund and they refused to budge, stating that no cancellations were allowed under a Getaway fare and that due to the extraordinary nature of the COVID-19 pandemic and the travel disruption this caused they weren't responsible for the cancellation of my flight. When I pointed out that it was an internal QLD flight and government restrictions with regard to flying would not have effected it they said that that was not correct and that wider restrictions had affected their ability to position their planes correctly to operate flights.

If you look up their policy on Getaway fares, it does say that cancellations are not permitted on this fare, but I always assumed that was to cover them if I decided to cancel and wanted a refund rather than if they cancelled the flight? What do people think - am I entitled to a refund or should I just take the travel bank credit?

(I did book using my CC so if people felt I were entitled to a refund my next step would be to go to my CC company and request a chargeback).

Finally, anyone have any thoughts on whether the triple velocity credits will be honoured at a later date if I take the travel bank deal (the individual I spoke to over the phone had no idea and said that that was up to the Frequent Flyer team to decide).

 

[Bagpuss]

Gateway fares, you are not entitled to a refund to original payment only travel bank in which they legally don't have to do.
The bonus status credits bonus will be lost on your new flight.

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