Travel extras: no refund if Business Class upgrade successful

[QF WP]

After making a booking BNE/MEL/PER/BNE in Y, I opted to at least upgrade those sectors I could (or as a Silver member) at least get a comfortable seat. Was able to upgrade MEL/PER and was waitlisted on PER/BNE - but in case it didn't go through, I opted to purchase an Exit Row ($50). I was told that I would be able to have it refunded if my upgrade went through.

So was delighted when I received this email this morning:




but not so delighted when I rang VA Customer Service today to find out that there is no refund, according to the T&C's:

Enable Cookies | Virgin Australia

and in partcular:

Terms and Conditions.
.
.
9. If you upgrade to Business Class in accordance with your fare rules you will not be entitled to a refund of the Extra Legroom fee.

So though I would bring it to the attention of other members. I can take the $50 hit, however it is a bit rich in that VA can now sell the seat to another pax (of course they can allocate to a Gold or Platinum without additional revenue).

I'll just have to contend myself with the knowledge that there is no bad seat in Business (well I have a preference for Row 2 and I have been auto-allocated 1C and can't change until the airport - but that's a discussion for another thread)

 

[williamsf1]

. I was told that I would be able to have it refunded if my upgrade went through.

If you were really told this, I would be taking this further . A simple email with the details stating the aprox date / time of the call along with the information provided should be enough. They have the ability to listen to past calls, and if you really were provided with incorrect information, they will be more than happy to refund the $50 or provide other compensation.

 

[DC3]

If you were really told this ..

A bit harsh, don't you think?

However, I'd agree with your suggestion to follow it up with VA.

 

[Austman]

FWIW, Qantas has the same "no refund if upgraded rule":

Seat Selection Conditions | Qantas

6. At any time up to 3 hours prior to scheduled departure, provided you have not checked in for the flight, you may change your seat request as follows: ...
- upgrade to a seat in a higher cabin, however, the amount paid or Qantas Points redeemed for seat selection will not be refunded.

 

[UP4014]

If you were really told this, I would be taking this further . A simple email with the details stating the aprox date / time of the call along with the information provided should be enough. They have the ability to listen to past calls, and if you really were provided with incorrect information, they will be more than happy to refund the $50 or provide other compensation.

And ask for a copy of the recorded call withing say 7 days. If you press that home they will probably refund the $50 rather than admit its too hard.

 

[QF WP]

Well they did send me an email this afternoon to survey me on my MEL/PER flight experience so I let them know I started this thread.

Lesson learnt - read the fine print before booking something so I don't accept the word on a MNL-based Guest Contact Centre employee

 

[williamsf1]

And ask for a copy of the recorded call withing say 7 days. If you press that home they will probably refund the $50 rather than admit its too hard.

Its not that hard, actually quite easy...

Would the OP still have taken the upgrade option if they had have been advised the correct information in the first place ?

 

[QF WP]

Yes I would have merely chosen the upgrade as it was wide open (2/8 purchased). The fact that I was told it was refundable made me go for the conservative route of taking a comfortable seat in whY and take my chances