VA no longer issuing credits to travelbank (or anywhere else)

[Melburnian1]

Don't give up. I'm just about to start my disputes with Amex and this thread (plus a few other places online) have been a great knowledge bank.

You should lodge a complaint with Amex via Customer Relations Manager, GPO Box 1582, Sydney NSW 2001. Others online have described a positive response via this method, when they initially had non-acceptance of chargeback requests through the normal transaction dispute pathway online...

I've always found that writing a letter and posting it (via Australia Post) in respect of complaints/concerns has a far higher response and 'success' rate with many organisations, not just Qantas. Great advice from JayJay868. Don't forget standard postage rates are now A$1.10!

 

[docjames]

Tried to cancel some tickets purchased with Velocity points (DL operated FWIW) but no-go due to current status of (no actionable) refunds (Travel is pre-Sept 30).

I’d have thought it would be worthwhile allowing refund of other carrier-operated FF seats as presumably VA/Velocity have to pay them for the seats, and this would trigger a cash return to velocity/VA?

after multiple attempts At call centre, I eventually resorted to a twitter DM today.

No doubt aided by numerous schedule changes by DL (am departure now a midnight arrival, one stop now two stop leaving 6 am not 11am) the bookings barely resembled what I’d originally booked and so 15m post DM the flights were cancelled and points 100% returned.

good result, but of course redemptions are still for flights only, so guess I now wait and see how devalued they get once the private equity buyout completes....

 

[jakeseven7]

I'm going through the same process with ANZ at the moment and expecting the same result - the money is credited then will be re-charged in a couple of weeks.

I'm hoping someone, somewhere will do the right thing. I don't need $3k worth of conditional credit or travel bank.

Cancel the card as soon as it’s credited?

 

[Cubiscus]

Already been credited, it is tempting assuming they'd decline the transaction post cancellation.

 

[Dee#]

We were advised to thy this Credit, finance and loan complaints | Australian Financial Complaints Authority (AFCA)

With people having their chargebacks via card reefed back again by Virgin. No good for those it has happened to but could you cancel your card quick so they cant suck it back again. For some it must be a lot of $$$, so they can't suck it back again.
My partner did one for $7000 via amex from Singapore air early on in April.lots of $$ to be reefed back. His hasn't.
I told my bank that no more deductions should happen from my gym as I had cancelled it (no probs with them except for COVID19) and the bank said they could ensure no deductions from that source again.

 

[SeaWolf]

I don't think this is Virgin taking the money back, it's the bank taking the money back.
Someone will probably leap in if I'm wrong on this, but I believe that when you raise the dispute the bank then puts the amount back in your account pending the outcome of the dispute. If the vendor provides the needed docs etc. then the bank will remove the credit again. So it's not Virgin raising a second charge to the account, it's the bank resolving the dispute in Virgin's favour. Cancelling the card would just result in the bank issuing a final statement for the card with the outstanding balance owing.

 

[Cubiscus]

That's as I understand it - the bank credits you, attempts to recoup the funds from the vendor and if they can't then reissues the charge.

 

[Happy Dude]

Has anyone actually redeemed a "conditional credit" and if so, how was it sone?

@serfty, I have used all my conditional credit (about $3,200 from a family trip to ASP) in the last few weeks, all between CBR/BNE direct and all before the QLD border opening.

Using the conditional credits was very time consuming due to hour long waits to talk to someone. You can't use the web to book tickets using the conditional credits which stinks. I had some travelbank issues (ie travelbank + cash used for flights which were cancelled with the travelbank funds becoming part of the conditional credit), but other than that it was just like making a booking over the phone.

The conditional credit operate just like travelbank really except that it can only be used on travel until 15 August and not use the web too book. Any residual funds remain in the credit. With the borders opening up in QLD and soon NT etc, the rush to use the credits to travel to those places is on.

I extracted good value (IMO) for one CBR-BNE trip for myself, approx $420, but when I took the family it was (IMO) expensive, approx $750pp rtn. But at least I didn't lose the lot and I got good SCs from family pooling!

 

[Happy Dude]

I'm going through the same process with ANZ at the moment and expecting the same result - the money is credited then will be re-charged in a couple of weeks.

I'm hoping someone, somewhere will do the right thing. I don't need $3k worth of conditional credit or travel bank.

Unfortunately it is the federal court that has stitched up everyone, courtesy of the Deloitte request. Presumably the banks are using this to deny chargebacks (if that's the right expression). From the VA Covid-19 hub webpage FAQ:

Are you allowed to offer a conditional credit rather than provide me with a refund?

Your rights under the Australian Consumer Law and any law applicable to your booking are not extinguished by the administration. However, Virgin Australia and Tigerair’s ability to provide a refund, a normal travel credit or other remedy is impacted by the administration.
However, the administrator has been granted approval by the Federal Court to offer conditional credits throughout the administration process, which provides an option for our guests that is above what they may ordinarily be entitled to during the administration process.
The conditional credit gives you an opportunity to use the value of your original ticket towards a flight during the administration period, which would not otherwise have been possible.

Simply put, VA has offered a (mostly useless, unfair and biased) alternative to your consumer rights, which has been approved by the Federal Court. Banks see that as the" right thing".

 

[AIRwin]

There is an update on conditional credits - Virgin Australia will provide customers with a new credit to the value of travel credit balances for bookings made prior to the commencement of the voluntary administration period, including customers with Conditional Credits. Future Flight credits will be available for booking flights up to 31 July 2022 with travel valid until 30 June 2023.

Virgin Australia | Bring on Wonderful

Fly with award-winning service and great value fares to popular destinations across Australia. We can't wait to welcome you onboard Virgin Australia soon.

travel.virginaustralia.com

 

[fly2much]

This looks horrible and seems like the “value” will be eroded with special conditions and rules:

You will be able to use your Future Flight credit for bookings on Virgin Australia operated flights and any future services we operate as travel market recovers and restrictions ease. Bookings using your credit will be subject to seat availability within the fare class reserved for Future Flight credits on your selected flight and will be subject to its own terms and conditions.

More detail on how Future Flight credits can be used will be provided to customers shortly.

There is an update on conditional credits - Virgin Australia will provide customers with a new credit to the value of travel credit balances for bookings made prior to the commencement of the voluntary administration period, including customers with Conditional Credits. Future Flight credits will be available for booking flights up to 31 July 2022 with travel valid until 30 June 2023.

Virgin Australia | Bring on Wonderful

Fly with award-winning service and great value fares to popular destinations across Australia. We can't wait to welcome you onboard Virgin Australia soon.

travel.virginaustralia.com

 

[Mexpirate]

16 weeks, 7 contacts - finally got this notifcation from Westpac today:

"We've now taken action to recover the transaction for the disputed value, conditionally closing this dispute file. A conditional refund will be credited to your card account within 3 business days, for the disputed amount of $1530.43."

 

[Melburnian1]

This is part of an article on 'Traveller' ('The Age'/'SMH') on Sunday 13 September 2020:

(note VA's refusal to comment!):

'...The Australian Competition and Consumer Commission said it received 19,260 complaints relating to travel between March and September, compared to 2337 during the same period last year.

An ACCC spokesman said businesses should honour the terms and conditions of each booking, and where refunds are due they should be paid "within a reasonable time". However he urged consumers to "remain patient" due to the "unprecedented and complex" nature of the circumstances.

"In particular, it may take travel agents longer to process refunds as they often have to wait for funds to be secured from their travel partners before processing," the spokesman said.

On Tuesday Emirates said the airline has processed 1.4 million refund requests worth $1.9 billion since March, with a further 10 per cent of claims to process. Last month Qatar Airways said it had refunded $1.6 billion to almost 600,000 passengers in the same period, with just 4 per cent of claims outstanding.

Air New Zealand said it refunded an average of $21 million a week between April and June, finally completing its backlog of claims at the end of August. Qantas and Virgin declined to provide details of their progress on refunds...'

 

[rapitts]

I've just cancelled a fly booked several weeks ago. Part Travel Bank and Part Credit Card.

Apparently they can refund the travel bank or Visa until next week due to VA moving out of administration. Submitted a dispute with my Credit card provider

 

[henrus]

Apparently they can refund the travel bank or Visa until next week due to VA moving out of administration. Submitted a dispute with my Credit card provider

Whilst very complicated best way to think of it is like 2 separate companies, so those who've booked more recently (after 21 April) will get refunds but from the new company.

The main date is 21 April, if you booked after this time then the normal fare rules apply. If you booked a refundable fare then you're eligible for a refund. Likewise, if you end up with a credit during this time then it'll be a normal credit with no strings attached.

If you booked before 21 April then nothing is refundable and you'll get a "future flight credit", these will have limited availability to book from (which remains to be seen on the 23rd). During the admin period, those with flights during that time (or existing credits) could opt for a conditional credit that worked like a normal travel bank credit but these will be converted to the new system on Wednesday.

 

[jakeseven7]

I've just cancelled a fly booked several weeks ago. Part Travel Bank and Part Credit Card.

Apparently they can refund the travel bank or Visa until next week due to VA moving out of administration. Submitted a dispute with my Credit card provider

Good luck, let us know how you go getting money out of them, lots in the same boat.

 

[freebo]

I booked a return flight to the UK with VA although the flight was operated by Etihad.

While I was in the UK Etihad cancelled all flights stranding me there, it cost a lot to get home (on QF as it happens).


This was in business and the original cost of the ticket was about $7k.

VA have decided to chare me a one-way fare for the outbound leg of about $6k and only consider me eligable for about $1k of conditional (future flight?) credits, this was booked before they went into Administration.

I've tried a CC chargeback which Amex rejected saying I've had credits (at this stage I have not seen any sign of them) and AFCA don't look like ruling against this. Next stop is the ACCC.

This one-way charge seems grossly unfair, it was one-way because the airline cancelled the return leg and original pricing (which I have) shows each flight costed separately.

 

[rapitts]

I booked a return flight to the UK with VA although the flight was operated by Etihad.

While I was in the UK Etihad cancelled all flights stranding me there, it cost a lot to get home (on QF as it happens).


This was in business and the original cost of the ticket was about $7k.

VA have decided to chare me a one-way fare for the outbound leg of about $6k and only consider me eligable for about $1k of conditional (future flight?) credits, this was booked before they went into Administration.

I've tried a CC chargeback which Amex rejected saying I've had credits (at this stage I have not seen any sign of them) and AFCA don't look like ruling against this. Next stop is the ACCC.

This one-way charge seems grossly unfair, it was one-way because the airline cancelled the return leg and original pricing (which I have) shows each flight costed separately.

Agree, single priced fairs are almost the same as a return. However I can't see you winning this as the cost is associated with the "old company" and technically you've received part of the service.

 

[fly2much]

I booked a return flight to the UK with VA although the flight was operated by Etihad.

While I was in the UK Etihad cancelled all flights stranding me there, it cost a lot to get home (on QF as it happens).


This was in business and the original cost of the ticket was about $7k.

VA have decided to chare me a one-way fare for the outbound leg of about $6k and only consider me eligable for about $1k of conditional (future flight?) credits, this was booked before they went into Administration.

I've tried a CC chargeback which Amex rejected saying I've had credits (at this stage I have not seen any sign of them) and AFCA don't look like ruling against this. Next stop is the ACCC.

This one-way charge seems grossly unfair, it was one-way because the airline cancelled the return leg and original pricing (which I have) shows each flight costed separately.

I would instigate a complaint to the ACCC regarding Virgin & AMEX. Amex cannot wash their hands of it. Thats why you use AMEX.