Trouble cancelling a Virgin flight

[pgsdiver]

Hi all,
Unfortunately a trip to BNE fro SYD was rendered impossible tomorrow, so I went online to try to cancel my VA flights.. No dice, says I have to call, then when I call it hangs upon me saying they are busy and that I should try to cancel online.
If I was only slightly thicker than I am, this could keep me amused for hours, but wondered if anyone else is seeing similar.
Regards,
Pete

 

[henrus]

Unfortunately a trip to BNE fro SYD was rendered impossible tomorrow, so I went online to try to cancel my VA flights.. No dice, says I have to call, then when I call it hangs upon me saying they are busy and that I should try to cancel online.

Where are you trying to cancel? If your doing it via the manage my booking then it may show messages to call especially if you have already checked in.

You can try using this form:

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

If it works, it will cancel the booking on the spot and you can verify that as the booking reference will no longer work. Do note that cancelations done from the form above get processed at a later date and as such a travel bank credit may not appear for a week or two.

 

[eric2011]

. No dice, says I have to call, it

I am getting the same message when I try to change (not cancel) my booking and I am still 5 weeks away from travelling. That also shows my confidence in the NSW govt getting this latest outbreak under control

 

[Cryptarcadian]

Same, can't even get the regular manage booking form to load at all. (But presumably it will tell me to call them anyway given it's a booking rescheduled many times since 2019!) And the flight is tomorrow morning.

Should add, I suspect the flight is worth more (it's one sector left of an old flexi) than a refund would be worth, hence my reluctance to cancel outright.

About time the call centre hours got extended...

 

[henrus]

Same, can't even get the regular manage booking form to load at all. (But presumably it will tell me to call them anyway given it's a booking rescheduled many times since 2019!) And the flight is tomorrow morning.

Have you tried this link?

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

 

[Cryptarcadian]

Thanks henrus, appreciate it! I did see you post that link, and am thinking about it (vs trying to call them first thing tomorrow morning).

Apologies, I edited my post and added this bit, probably after you already saw it:

Should add, I suspect the flight is worth more (it's one sector left of an old flexi) than a refund would be worth, hence my reluctance to cancel outright.

...hence my preference to reschedule it if I can.

 

[henrus]

...hence my preference to reschedule it if I can.

Understand, I guess the only option now is to call first thing in the morning (hopefully it's not too late).

VA has shown some flexibility regarding calling after a flights gone provided you couldn't get through so perhaps you might be fine.

 

[Cryptarcadian]

So I used the Virgin Australia: Travel Bank Credit Request Form and it didn't work anyway, just got back:

We are unable to process your cancellation at this time.

Your travel date has passed or is too far in the future and is not eligible for cancellation online using this service. Please try managing your booking at virginaustralia.com/manage or call the Guest Contact Centre on 13 67 89 (+61 7 3295 2296) for further assistance.

Guess I'll have to try waiting on hold tomorrow!

 

[Cryptarcadian]

Amazingly, I called this morning and got through to someone almost immediately.

Unfortunately, the ticket validity expires in a few days anyway (it was extended from 1 to 2 years due to the pandemic already), and so the only sensible option was to request a cancellation. Let's see what I get back (if anything)!

pgsdiver, I hope you had a good outcome!

 

[jonboixxx]

There used to be an urgent@... email does anyone have that (Travel purposes and apolitical)

 

[jonboixxx]

There used to be an urgent@... email does anyone have that (Travel purposes and apolitical)

Found it, it's [email protected] (Travel purposes and apolitical)

 

[henrus]

Found it, it's [email protected] (Travel purposes and apolitical)

That's only for tickets booked using velocity points.

 

[jonboixxx]

That's only for tickets booked using velocity points.

True, thought it may be at least a reference of intent of cancellation.

 

[Bagpuss]

I used the link to cancel some flights on Tuesday which were all velocity points and pay (as I end to feel paying for taxes is better value). My credit card today shows has all the refunds fully proceed yesterday. So essentially refunded the next business day.
Very impressed.
Admit the points haven’t been returned yet. However, it’s really getting the money back which is more of a “concern“.

 

[eric2011]

I also called at about 9.30am this morning and got a real person within 30 seconds

 

[henrus]

I also called at about 9.30am this morning and got a real person within 30 seconds

To be fair your profile does say you've got VA Plat status which probably helps. Calling almost all airlines with top tier status seems to be very quick.

 

[eric2011]

To be fair your profile does say you've got VA Plat status which probably helps. Calling almost all airlines with top tier status seems to be very quick.

Yes I suppose when you input your FF# into the phone it must show your status to the call centre.

At last I get something out of my Plat membership

 

[AIRwin]

I noticed an "Offload" button under Manage Booking which seems to be new? I didn't try it though...

 

[Must...Fly!]

Noticed that today as well. Offload was Sabre term for undoing a check in of a passenger, so I daresay it is that.

 

[antycbr]

Noticed that today as well. Offload was Sabre term for undoing a check in of a passenger, so I daresay it is that.

Nice. Take that QF! We are so match fit over at VA that we are training our customers on departure control/reservations system terminology.

We will be calculating our own (smaller) taxes fees and charges next!