Velocity Award Booking Date Change....RIP OFF!

[Globetrotter]

I'm furious with Virgin. I had to change my LAX J class award booking dates from June to Feb. At the time the agent quoted a fee of $250. Fine (although I believe QF award changes are cheaper; 3,000 points or $80). Anyhow, my credit statement arrived today and I noticed I was charge $500. I called Velocity and the agent said the change fee of $250 applies per sector - how f'n rediculous is that? So basically if you had a 4 sector itinerary and had to make a date change to all sectors for whatever reason, you'd be up for $1000. What a rip off.

Many of us moan and critique QF for many things but I have never felt taken for a ride like I did today with Virgin.

So it looks like Virgin have retained all their "low cost fees and charges" that make money for low cost airlines PLUS increased the cost of their fares and services since the rebranding making them WAY OVERATED & OVERPRICED.

 

[straitman]

I'm furious with Virgin. I had to change my LAX J class award booking dates from June to Feb. At the time the agent quoted a fee of $250. Fine (although I believe QF award changes are cheaper; 3,000 points or $80). Anyhow, my credit statement arrived today and I noticed I was charge $500. I called Velocity and the agent said the change fee of $250 applies per sector - how f'n rediculous is that? So basically if you had a 4 sector itinerary and had to make a date change to all sectors for whatever reason, you'd be up for $1000. What a rip off.

Many of us moan and critique QF for many things but I have never felt taken for a ride like I did today with Virgin.

So it looks like Virgin have retained all their "low cost fees and charges" that make money for low cost airlines PLUS increased the cost of their fares and services since the rebranding making them WAY OVERATED & OVERPRICED.

What is actually written in your fare rules?

 

[Fruitcake]

Like you I'd expect the agent to warn me if changing dates of both legs counts as two changes. Terms & conditions say change fee is $200 per change.
Velocity Reward Business| Velocity Frequent Flyer

Even before asking for a definition of "change" I'd ask why it's $250 and not $200. You don't say when you booked but I'd be surprised if change fees have come down since you booked.

 

[Globetrotter]

What is actually written in your fare rules?

Not sure.. It was an award booking. Are they governed by normal fare rules or award rules? I thought award bookings were their own type of fare.. I'm confused!

Like you I'd expect the agent to warn me if changing dates of both legs counts as two changes. Terms & conditions say change fee is $200 per change.
Velocity Reward Business| Velocity Frequent Flyer

Even before asking for a definition of "change" I'd ask why it's $250 and not $200. You don't say when you booked but I'd be surprised if change fees have come down since you booked.

Well that's interesting...$200 and it says per change. How do you interpret that? Per booking or sector?

 

[Fruitcake]

Well that's interesting...$200 and it says per change. How do you interpret that? Per booking or sector?

Thinking to one of the few times I've changed a flight, changing a 'saver' fare domestically incurs a $60 fee on both legs. So yes I'd expect to pay the fee twice to change both legs. But when I asked the operator what the cost is - I'd certainly expect him/her to state the total fee or make sure I was clear that the fee was assessed twice. Especially in circumstances such as this where $250 could easily be mistaken for the full change cost by someone who hadn't read the fare rules.

Presumably you had to give the operator your credit card details at the time of the change - I'd consider it fairly poor practice by the operator if he/she did not very clearly state, "this will charge $500 to your xx_x card, Mr Globetrotter".

 

[markis10]

Even before asking for a definition of "change" I'd ask why it's $250 and not $200. You don't say when you booked but I'd be surprised if change fees have come down since you booked.

You need to look at the fees to see why! $250 is the correct amount as advertised, and its per change, they sell fares per sector so each sector change is a change.

 

[Fruitcake]

You need to look at the fees to see why! $250 is the correct amount as advertised, and its per change, they sell fares per sector so each sector change is a change.

Prior to that post I did a dummy booking on the VFF website. Clicking on "Business Reward Terms and Conditions per airline" sends me to the URL I linked which clearly states the change fee is "AUD$200 per person (or 25,000 Points) per change."
http://www.velocityrewards.com.au/content/Info/VelocityRewardBusiness/index.htm

Where is a $250 change fee for reward flights advertised? Given the schizophrenic nature of the VFF and VA websites, I don't doubt that it probably is published somewhere, but surely it would make sense to have it in the terms and conditions presented at booking?

 

[markis10]

Where is a $250 change fee for reward flights advertised? And if it is, surely it would make sense to have it in the terms and conditions link?

I said $250 is the correct amount as advertised (not the correct change fee per se), and its on the fees page! What your overlooking is the guest contact centre fee, the change fee is correct for online changes!

 

[Globetrotter]

I phoned Velocity back and the correct fee should have been $200 per change plus a reissue fee of $50 (??? In the old days a date change to an airline ticket was classed as a revalidation, not a reissue) and it's not per sector, per change per person. They're going to refund me the additional $250 charged. I also suggested they re train their staff because when I called earlier today and queried the charge, the fruitloop said it was correct as in "the fee applies per sector". What a dingbat.

 

[Fruitcake]

I said $250 is the correct amount as advertised (not the correct change fee per se), and its on the fees page!

Ah, I see - the $50 guest contact centre fee? In defense of my reading comprehension, that fee is not listed amongst the terms and conditions for a reward ticket. Although "Separate servicing charges may apply."?

 

[markis10]

I phoned Velocity back and the correct fee should have been $200 per change plus a reissue fee of $50 (??? In the old days a date change to an airline ticket was classed as a revalidation, not a reissue) and it's not per sector, per change per person. They're going to refund me the additional $250 charged. I also suggested they re train their staff because when I called earlier today and queried the charge, the fruitloop said it was correct as in "the fee applies per sector". What a dingbat.

Sounds like they are making it up, the $50 is the guest service centre fee as shown on the fees page:

[TABLE="width: 100%"]
Australia to North America [TR]
[TH="width: 47%"]Flight Change Fee[SUP]^[/SUP][/TH]
[TD="width: 53%"]AUD 200 + any fare difference + GCC service fee[/TD]
[/TR]
[TR]
[TH]Name Change Fee[/TH]
[TD]

Name change not allowed​

[/TD]
[/TR]
[TR]
[TH]Cancel Fee[SUP]~[/SUP][/TH]
[TD]Ticket is non - refundable[SUP] ~[/SUP][/TD]
[/TR]
[TR]
[TH]Guest Contact Centre Service Fee[SUP]#[/SUP][/TH]
[TD]AUD 50[/TD]
[/TR]
[/TABLE]

 

[Globetrotter]

Far enough but there is no way a customer can reissue their own ticket so a Guest Contact Centre fee, in this case, is clearly not negotiable anyway so why show it all

 

[markis10]

Far enough but there is no way a customer can reissue their own ticket so a Guest Contact Centre fee, in this case, is clearly not negotiable anyway so why show it all

Can tickets not be changed online? Regardless, it sucks when you have to pay an assistance fee when its the only way you can get assistance but it happens with many airlines!

 

[Globetrotter]

Can tickets not be changed online? Regardless, it sucks when you have to pay an assistance fee when its the only way you can get assistance but it happens with many airlines!

Markis, you can't even view a Virgin Aust longhaul booking online at the moment and that's for a paid ticket let alone view or change an international award booking. :shock:

 

[Fruitcake]

I agree, Markis, it's certainly quite clear on the paid fare conditions page that talking to the contact centre costs $50. But the main problem I see here is that the contact centre fee is not disclosed in the Award terms and conditions.

 

[Globetrotter]

I agree, Markis, it's certainly quite clear on the paid fare conditions page that talking to the contact centre costs $50. But the main problem I see here is that the contact centre fee is not disclosed in the Award terms and conditions.

I agree. Virgin aren't very clear (or consistent) with their T&C's. When Virgin recently matched QF's 2 for 1 companion business class fares they failed to update their fare conditions. There was no mention that two people had to travel together (although you were only offered the special fare if 2 or more pax were entered in the search field), however the rules did not mention that all pax had to travel together after ticketing, it just mentioned the standard Business Deal fare conditions.

Anyhow, I called them during the promo offer and asked if I made a booking for two pax, could I change the travel dates for just one of the pax after ticketing. Of course the answer was 'no' and she referred me to the fare rules! ..I said "I am and it states date changes permitted at a fee of $$ but nothing about we must remain travelling together".

 

[markis10]

I agree, Markis, it's certainly quite clear on the paid fare conditions page that talking to the contact centre costs $50. But the main problem I see here is that the contact centre fee is not disclosed in the Award terms and conditions.

Very good point, I agree totally.

 

[Globetrotter]

Another drama today with velocity.

A couple of weeks ago I booked two seats to Hamilton Island using velocity points. Before I did this I called Virgin to ask why there weren't any business class seats showing. The agent advised that the aircraft isn't fitted out with a J cabin. Fair enough and as this was the only flight operating I went ahead with the booking.

This weekend I noticed Virgin added another flight. Not only are the times better suited but J class is available (paid and reward seats).

I called velocity today and asked if it was possible to upgrade my economy award booking to business class and the foreign agent shouted, and I mean 'shouted' down the phone "NO you cannot upgrade this booking". I then asked if I could cancel and rebook expecting to maybe pay a fee and without hesitation he transferred me to the guest contact centre. Glad he did as the lady was much more pleasant to deal with. However, she advised that my query needed to be handled by Velocity not the guest contact centre - go figure!

Anyhow, she contacted a velocity supervisor who advised that I cannot upgrade an award saver ticket to business class and that if I cancel and rebook I will lose my points. Is this correct? The saver fare rules state you can upgrade/make changes but furthermore, when you redeem points for an economy seats I'm not aware you can choose a particular economy fare type?

One last thing. When I spoke to a velocity agent last week regarding my future international booking to LA. She said the change/cancel rules had changed and now incur a $60 fee which is great but does this only apply to international flights? Clearly it does.

Its these inconsistency that p*ss me off to high heaven and are all the reasons why Virgin is still stuck in this money making LCC restricted bullsh*t.

 

[drewbles]

I have a MEL-LAX J fare booked on points. The fare conditions state that cancel of the fare will result in 100% points loss. Changes are permitted for a $200 fee.

Compared to AA's program (if you're Gold or above, it's 100% refunded to you when cancelled), it's rough. QF have a 5k point cancel fee.

Here's hoping that VA's program will sort this out.

 

[VMC73]

Apparently H Island cant be confirmed prior to flight as they are not 100% which aircraft will be flying. We did J ex BNE in Feb and got a fitted out plane one way and an old one on the way back (did received a refund). Pilot came out to talk to us and asked everyone that had booked J to complain as it is the only way things will change.

In regards to your $250 to change flights I am a little p.... off with this deal - I have paid (not points) for my fam of 4 to go J Brisbane, Hawaii, LA, Brisbane. My in laws are meeting us in LA and have offered to take the kids home with them so we can have an extra week (they are returning to Sydney Economy). It is costing me $500 to downgrade the tickets from business class to PE and $2000 to upgrade the inlaws. Hubby and I are Platinum Kids are Gold (kids will be P by then). Downgrade from J costing $500!!!!!!!!!!!!!!!!