Reward Booking cancelled?

[Cruiser Elite]

Now at the risk of sounding like a broken record - I have previously asked this exact question over 2 years ago - but can Virgin Australia or Velocity representative please give me a definitive answer to following:

If I was to today make a Velocity points redemption booking for 1 x Business Class seat MEL-LAX dep Sept 15 ret Sept 23 currently showing availability 188,000pts and $640.54 fees - but at some point in time between now and departure date I have to cancel - are the 188,000pts and $640.53 fees returned / refunded or are ALL points and fees charged forefeited?

 

[lovestotravel]

For an international flight, such as yours, on V Australia metal, reading the T&C's it doesn't look good at all

Cancellations/No Shows are not permitted
Cancellations: Not permitted. Fare forfeited.


If this is true (which the T&C's say it is) this is VERY restrictive and not good at all !

So I would say you lose all your points and no refund on the $$$$ spent either

 

[Cruiser Elite]

For an international flight, such as yours, on V Australia metal, reading the T&C's it doesn't look good at all

Cancellations/No Shows are not permitted
Cancellations: Not permitted. Fare forfeited.


If this is true (which the T&C's say it is) this is VERY restrictive and not good at all !

So I would say you lose all your points and no refund on the $$$$ spent either

Yes this is exactly what I was told this morning by Velocity call centre.

It is totally opposite to what I was told 2 months ago by Velocity call centre.

I am more than eager to see if VA or Velocity will actually respond.

 

[lovestotravel]

I also don't recall the T&C's being so restrictive.. They are worse than Qantas... :shock: which is a "fee" of 5000 points per passenger and a refund of the taxes

I haven't made any redemption bookings for long-haul so I don't have an e-ticket to read the previous T&C's but I am also sure they have changed as well

As for what you were told previously VS what you are told now... As you have not booked anything, of course, you are stuck with the new T&C's if you do go ahead and book

Now knowing the restrictive T&C's it has put a thought in the back (and front now) of my mind about earning all these Velocity points and then booking a redemption and not being able to cancel

I could handle not getting the taxes ($$) back and/or maybe forfeiting 5000 points per passenger, but not 188,000 points & $650

 

[Major]

I have booked a points + pay domestic J fare and the T & C's allow cancellation with no fee. As V Australia flights would also be booked thru the Velocity site why should there be a difference ?

***Business Reward
• THE BASICS: This is our fully flexible Velocity Redemption Business fare. In addition to your wider seat and extra legroom in our
exclusive Business Class cabin, there is no fee to change or cancel the fare.

 

[lovestotravel]

I have booked a points + pay domestic J fare and the T & C's allow cancellation with no fee. As V Australia flights would also be booked thru the Velocity site why should there be a difference ?

***Business Reward
• THE BASICS: This is our fully flexible Velocity Redemption Business fare. In addition to your wider seat and extra legroom in our
exclusive Business Class cabin, there is no fee to change or cancel the fare.

My bolded bit is the difference, which makes the long-haul T&Cs overly restrictive...... and the domestic T&C's too "soft"

But I shouldn't be saying that..........they may need to "enhance" the points and pay option...

 

[serfty]

This what one sees when booking a flight on V-Australia [the portal is Amadeus currently): Velocity Reward Business| Velocity Frequent Flyer

Fare Details for Business Reward Fares

• Cabin Class - Business
• If you book a connecting flight, Business Class may not be available on our or partner airlines in which case you will be provided a Premium Economy or Economy (where applicable) on these servicesName changes are not allowed
• Date and Routing changes are permitted both before departure (fees, charges and conditions apply)please contact Velocity's Member Contact Centre
• Cancellations/No Shows are not permitted
• Instant purchase of this fare is required at the time of booking

 

[Cruiser Elite]

And theire new 'Partner Airline' SQ:

 

[lovestotravel]

And theire new 'Partner Airline' SQ:

View attachment 5521

Well that makes me happy then for flights to Singapore... Although would be nice to be able to use SQ for Europe...

Back on topic, it makes the no refunds/cancellation on VA even more strange and out of character

 

[Virgin Australia]

Now at the risk of sounding like a broken record - I have previously asked this exact question over 2 years ago - but can Virgin Australia or Velocity representative please give me a definitive answer to following:

If I was to today make a Velocity points redemption booking for 1 x Business Class seat MEL-LAX dep Sept 15 ret Sept 23 currently showing availability 188,000pts and $640.54 fees - but at some point in time between now and departure date I have to cancel - are the 188,000pts and $640.53 fees returned / refunded or are ALL points and fees charged forefeited?

Sorry to say Cruiser Elite, but as others have pointed out, Reward class redemptions, the entire redemption is non-refundable including the pay component.For Any Seat bookings, as these are based on commercial fares, the restrictions will be based on the fare rules that apply at the time of booking.

Probably not the news you wanted to hear.

 

[simongr]

Wow - that is pretty outrageous fees. Although not unexpected as I just got caught out by a $80 cancellation fee on a fully flex fare for a Domestic flight. I would say DJ/VA are out on a bit of a limb with this one.

 

[Cruiser Elite]

Sorry to say Cruiser Elite, but as others have pointed out, Reward class redemptions, the entire redemption is non-refundable including the pay component.For Any Seat bookings, as these are based on commercial fares, the restrictions will be based on the fare rules that apply at the time of booking.

Probably not the news you wanted to hear.

No definitely not what I wanted to hear - but I am glad you posted as now all AFF'ers should be aware of this outrageous, outdated and totally unfair Condition - IMHO of course.

So I know SQ's position on Award Redemption Cancellations - what positions do other 'Real Airlines' take in these circumstances?

QF? CX? UA? AA? DL? BA?

Certainly an interesting way to reward loyal customers who might fly regularly domestically with VA to accrue pts and then plan say an annual getaway internationally - but if spouse or child was badly hurt in car accident or even worse 1 week prior to departure - bad luck to you Cruiser - we have your points and your $$$'s so go screw yourself - amazing!

 

[QF WP]

Hmm, that doesn't make me want to use them for award seats then (with the clarification of the T&C's), but I'm more likely to use points+pay anyway.

This what one sees when booking a flight on V-Australia [the portal is Amadeus currently

It does look like the change to Sabre is going well - the Project team are in the building next to me and they are forever having meetings/brainstorming sessions in the meeting room beside our shared runway (oops, I mean driveway). Unlike a certain Senator, they are keeping excellent notes and they have action points through to September.

A couple of them have seen my VFF tags and smiled . I'd love to tell them that if they want a focus group of VFF's, I can organise one pretty quickly (as I have been known to do) .

 

[Cruiser Elite]

Hmm, that doesn't make me want to use them for award seats then (with the clarification of the T&C's), but I'm more likely to use points+pay anyway.

188,000pts + $640 IS using the Points + Pay option

 

[simongr]

QF? CX? UA? AA? DL? BA?

QF: 5000 points per pax. Refund of fees

CX (via Asia Miles): If you would like to cancel and refund a flight award, you need to make your request before the award expires. The award must be completely unused, and a cancellation fee of USD120 or 12,000 Asia Miles applies. However, flight awards are usually valid for one year from the date of issue unless otherwise stated. You can change your travel dates free of charge by contacting us prior to your original departure date, subject to award seat availability.

BA: GBP25

This is VFF:

 

[notzac]

Sorry to say Cruiser Elite, but as others have pointed out, Reward class redemptions, the entire redemption is non-refundable including the pay component.For Any Seat bookings, as these are based on commercial fares, the restrictions will be based on the fare rules that apply at the time of booking.

Virgin Australia, could you please consider a change to this somewhat crazy policy? As others have pointed out, the penalties for changing a reward booking on your competition and partners are significantly smaller. It's possibly also worth pointing out that J rewards on short haul are flexible and refundable :!: :!:

This is our fully flexible Velocity Redemption Business fare. In addition to your wider seat and extra legroom in our exclusive Business Class cabin, there is no fee to change or cancel the fare.

[SIZE=-2]Also, I giggled at the number of typos and clearly outdated information in the fare rules while I was looking. A330 flights subject to regulatory approval? Time for a bit of a review methinks..![/SIZE]

 

[scibo10]

I have to agree with you all, what are VA doing with this one??

The only thing I can suggest is that immediately after you make a redemption booking, jump online and book travel insurance that covers cancellations on frequent flyer redemption bookings. It's definitely an added cost, but at least you'll be covered for the unforeseen. It's all happened to us I'm sure.

If you're like me and transfer AMEX points, and aren't too keen on forking out on travel insurance covering FF redemptions, you'll be better off transferring to VS instead. They only charge a 50USD change fee, and you can use your points on VA without worry.

I don't think charging a small points fee and/or charging a nominal change fee is unreasonable, but to lose ALL your points and payment IMHO definitely is.

 

[Deleted member 29185]

So in the event of cancellation because of unforeseen emergency, how would travel insurance reimburse the points lost?

 

[markis10]

So in the event of cancellation because of unforeseen emergency, how would travel insurance reimburse the points lost?

They give you the value of the equivalent airfare, I had a J CX redemption that got cancelled due to SARS, got $6000 for the 90000 points used.

 

[serfty]

They give you the value of the equivalent airfare, I had a J CX redemption that got cancelled due to SARS, got $6000 for the 90000 points used.

Many TI's do indeed provide such pro-ratacover on awards, but not all.

I suggest one carefully check their PDS for this.