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

[jakeseven7]

VA must be doing batch cancellations in July now - just had a bunch come through (work travel PHEW not my money) for July.

Clearly given up that the slow states will open up in time...

 

[Melburnian1]

VA must be doing batch cancellations in July now - just had a bunch come through (work travel PHEW not my money) for July.

Clearly given up that the slow states will open up in time...

Notably, the two states that aren't in election mode, have closed borders and Liberal governments, SA and Tassie, don't seem to be making many public statements.

WA (Labor) has also gone somewhat quiet.

I had thought they'd all reopen on 1 July, or if not by mid-July but more and more that seems unlikely.

From pronouncements so far on all manner of restrictions ending, in many cases the Premiers seem to give more than a fortnight's notice. SA has been an exception with statements about how (350?) spectators can attend a forthcoming AFL match.

Alan Joyce has been in the media saying QFd can 'ramp up' in about a week after knowing it can fly to X. In other words, it can't fly tomorrow if an announcement is made today. Staff would have to be told they're required for duty, and it's not just on board employees but a range of those on the ground who've been off work since 23 March or thereabouts.

 

[oz_mark]

Notably, the two states that aren't in election mode, have closed borders and Liberal governments, SA and Tassie, don't seem to be making many public statements.

WA (Labor) has also gone somewhat quiet.

I had thought they'd all reopen on 1 July, or if not by mid-July but more and more that seems unlikely.

I expect WA to relax its border restrictions around mid July, probably shortly after the end of the schoold holidays.

 

[Melburnian1]

I expect WA to relax its border restrictions around mid July, probably shortly after the end of the schoold holidays.

oz_mark, what gives you such confidence? Not saying you're incorrect: just interested.

 

[oz_mark]

oz_mark, what gives you such confidence? Not saying you're incorrect: just interested.

There has been a bit of a change in the commentary coming out from the premier. He's pulled back from the borders being closed for months and months.

I am not 100% sure on the timing of the high court thing, and the longer that takes, the harder the states position is going to be to defend.

(Having said that, I think September is a remote possibility, but I think July is more probable)

 

[Happymalus]

Just thought I’d update with my situation just in case anyone did what I did googling for answers. Anyway I recieved my email today telling me to go whistle.

Unfortunately I booked through fly365 in January for travel in late April. I could see problems with them coming after they were tardy to ticket so made absolutely sure my flight was ticketed. All confirmed with virgin at the time and in advance of them going out of business.

They obviously got liquidated but my ticket was still fine, Confirmed it was all fine. Virgin canceled the flight of course because of covid but now I’m SOL

Idiot me thought responsibility for carriage passed to the airline if it had been ticketed and the agent goes out of business (as I was able to change the flight through call centre) but obviously not.

Boring story short but $2800 down the tube. I’m platinum too and had been very patient leaving them alone until my flight was so am feeling pretty aggrieved.

Bank said no to refund as ticketed. Insurance excludes insolvency (Pick from Fly365 or Virgin), Virgin said I’m just a creditor to fly365. Despite the fact I was able to fly. In fact I still had one leg (LAS to LAX) on my velocity as it wasn’t canceled.

Definitely one of those where being nice has bitten me. Should have just joined that queue of people on hold for 5 hours and moved it to later in the year as a placeholder.

 

[jakeseven7]

Just thought I’d update with my situation just in case anyone did what I did googling for answers. Anyway I recieved my email today telling me to go whistle.

Unfortunately I booked through fly365 in January for travel in late April. I could see problems with them coming after they were tardy to ticket so made absolutely sure my flight was ticketed. All confirmed with virgin at the time and in advance of them going out of business.

They obviously got liquidated but my ticket was still fine, Confirmed it was all fine. Virgin canceled the flight of course because of covid but now I’m SOL

Idiot me thought responsibility for carriage passed to the airline if it had been ticketed and the agent goes out of business (as I was able to change the flight through call centre) but obviously not.

Boring story short but $2800 down the tube. I’m platinum too and had been very patient leaving them alone until my flight was so am feeling pretty aggrieved.

Bank said no to refund as ticketed. Insurance excludes insolvency (Pick from Fly365 or Virgin), Virgin said I’m just a creditor to fly365. Despite the fact I was able to fly. In fact I still had one leg (LAS to LAX) on my velocity as it wasn’t canceled.

Definitely one of those where being nice has bitten me. Should have just joined that queue of people on hold for 5 hours and moved it to later in the year as a placeholder.

So to be clear, did VA get paid by the travel agent?

 

[Happymalus]

Only Virgin know that. The liquidator doesn’t have the information as it sounds like fly365 destroyed all their records. Liquidator don’t have access to any of the bookings and the backups are not available.

I had an e-ticket so my impression was yes, and I’d spoken to Virgin about that in Jan (ironically I had to threaten fly365 with reversal in January to get it ticketed). I also had one leg that wasn’t cancelled and shows as flow . Liquidator just refers you to airline as they don’t have the records but it sounds like it is material whether Virgin canceled a valid ticket, however it sounds like carrier taking responsibility for bust travel Agents is custom rather than rule.

I was 5 minutes too late to speak to Virgin Today so will call them in the morning.I’ll be clearer when I have concrete statements, just stuck in a Mexican standoff atm.

 

[Mexpirate]

You aren't going to get anything useful out of VA, very best you could hope for is a conditional credit and using that would preclude you from a potential refund.

"Bank said no to refund as ticketed" umm what? Whether a ticket was issued surely has no bearing whatsoever, you paid for a service, it wasn't provided - my limited understanding is that a chargeback should be possible for a liquidated company and where the cc provider cannot reclaim funds it becomes their loss, not yours - would love to see them provide a written statement explaining how a ticket being issued affects that (guessing they just fobbed you off on the phone). I'd be fighting the bank hard in your situation and ensuring you get written communication so you have evidence if needed to take things further

 

[Melburnian1]

This may assist those trying to obtain a refund, or asking their bank for a chargeback:

(it's from 'The Weekend Australian' of 13-14 June 2020):

'Australia’s ban on international departures was due to run for three months from March 18 to June 17, but was extended without fanfare on May 15 for a further three months.

This means Australians cannot travel overseas before September 17, although a Health Department spokesman said this would not prevent proposed travel “bubbles” with New Zealand or other nations that have COVID-19 under control.

“The human biosecurity emergency is currently in force until September 17, 2020 — it was extended on May 15, 2020, for a further three months to ensure the Australian government continues to have an appropriate range of powers available to manage the ongoing pandemic response,” the spokesman said.

“The outgoing travel restriction on Australian citizens and permanent residents is currently in effect for the duration of the emergency period.

“Amending these restrictions, for example to enable travel to NZ, is a decision for both governments that will be made in due course, when the public health risk is assessed as being sufficiently safe. The Australian and New Zealand governments continue to work together on this matter.”

Confirmation of the extended travel ban is bad news for those keen to chance an overseas break. However, it is good news for those wanting to cancel holidays abroad booked between June 17, when the ban was due to end, and September 17, when it now expires...'

-------------

'The Australian' has very good coverage of aviation. Worth subscribing to!

 

[z28]

Ny wife and I got travel credits which supposedly valid at least till Mid August. The problem I have is I can't get in contact with them. Calling 136789 and waited for an hour or so then got told contact them later. They operate only during Business hours so making the calls is quite difficult. At this rate, I won't be able to get in contact until September. Anyone has any tip to book with travel credits ?

 

[BNEFlyer]

Ny wife and I got travel credits which supposedly valid at least till Mid August. The problem I have is I can't get in contact with them. Calling 136789 and waited for an hour or so then got told contact them later. They operate only during Business hours so making the calls is quite difficult. At this rate, I won't be able to get in contact until September. Anyone has any tip to book with travel credits ?

I used my Travelbank to book flights for later this year online.

 

[jakeseven7]

I used my Travelbank to book flights for later this year online.

Nothing to lose if it’s just your travel bank!

 

[BNEFlyer]

Nothing to lose if it’s just your travel bank!

Travelbank from cancelled flights at Easter.

 

[z28]

I used my Travelbank to book flights for later this year online.

Travel bank and travel credits are two different things. I also have some money in travel bank but want to use these credits first. Travel credits do not appear on travel bank account.

 

[Mr Pumblechook]

An update on my refund adventures: After three unanswered emails to VA, I re-activated my Amex dispute and it was declined within 48 hours. I called Amex and asked why, given VA's own letter to Amex in response to my dispute showed that my freedom fare was entitled to a cash refund, and was basically told bad luck - go and complain to the financial regulator if you're not happy. I think I've accepted defeat

 

[JayJay868]

...I think I've accepted defeat

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.

If not successful, certainly follow up with the AFCA (ombudsmen). You have nothing to loose but potential to gain.

It has been mentioned that due to the structure of Amex, they would have to essentially absorb the loss themselves, unlike Visa / MC who can seek funds from VA's merchant bank, so then VA's bank has to accept the loss and essentially become the unsecured creditor.

Amex may not like it, but the card schemes are there to protect cardholders and give confidence to use the cards. It has been argued elsewhere online that insolvency proceedings of a merchant do not rescind these chargeback protections offered by the card schemes.

The chargeback reason "goods and services not received" is available to be used, and is applicable for companies that become insolvent too. You can use this document to find details of that chargeback code...Amex Chargeback Codes. The interesting part is for airline merchants, Amex suggests one suitable bit of proof for a merchant to reverse a chargeback from a cardholder in this instance is proof the flight in question was available during airline bankruptcy proceedings...ha!

I could be mistaken but I am wary that the "relationship" Amex has with Virgin could also be a reason that chargebacks are not being found in favour of cardholders in this situation. Certainly the setup of Amex having to take the financial hit with chargebacks with no recourse to subsequently claim from VA's merchant bank would likely be the main reason.

There is also this document..Affidavit in Federal Court. Submission by an accountant and liquidator from Deloitte (VA's Administrator). They mention if conditional credits are not used or not accepted (my understanding is you probably would have to write to VA to say you don't accept them as a remedy), chargebacks are a valid method for customers to claim money back. Might not be the easiest document to read but I think it is useful.

In the end, I think a referral to the AFCA will result in a successful chargeback in many instances...just requires a damn bit of effort unfortunately.

 

[Cubiscus]

We just received notification that our US flights at the start of September have been cancelled.

It mentions a conditional credit, called up and until the administration situation is resolved they mentioned there's nothing they can do really.

I've started the charge back process too as its a lot of money which we won't be able to reuse anytime soon.

 

[serfty]

I've started the charge back process too as its a lot of money which we won't be able to reuse anytime soon.

I doubt your charge back will be successful. Reports are that Acquirers/etc. agree with an accepted conditional credit.

Maybe you can refuse to accept it ... see here:

There is also this document..Affidavit in Federal Court. Submission by an accountant and liquidator from Deloitte (VA's Administrator). They mention if conditional credits are not used or not accepted (my understanding is you probably would have to write to VA to say you don't accept them as a remedy), chargebacks are a valid method for customers to claim money back. Might not be the easiest document to read but I think it is useful.

 

[daft009]

I just received an email.
my redemption bookings for June & July (made in Jan/Feb I think).
All the VFF points and $ charges will be refunded over the next few weeks.