Very poor outcome re Economy X

[Gremlin]

I booked and paid for Economy X seats for myself and my kids for my flight from CBR to BNE as I am over 2m tall. I had pre-selected 3A, 3B and 3C.

At checkin we were handed boarding passes for 29D, 29E and 29F. I didn't realise until we went thru security. I asked at the Lounge for the problem to be rectified. The VA staffer told me that there were no longer any seats available in Economy X. I asked for a refund of the Premium Seat fees. He told me that he couldn't process that at the airport and I would have to call the call centre. He put a note against the booking that I wanted the fee refunded. We took the flight and I spent a very uncomfortable couple of hours crammed in to 29D.

I've just spent an hour on the phone and have not received a refund since:

1) I have already taken the flight; and
2) I did not follow up on the day of the flight (the flight was taken yesterday, but WTF?!?).

Anyone have any suggestions as to how to resolve?

 

[Mattg]

You are definitely entitled to a refund as the service you paid for wasn't provided.

Here are VA's own T&Cs:

Economy X Terms and Conditions

Explore the terms and conditions for Virgin Australia's Economy X seat selection. Learn about the benefits, policies, and conditions associated with choosing Economy X seats for a more comfortable travel experience.

www.virginaustralia.com

These parts seem relevant (I've cut/paste and bolded the relevant bits):

2.1 Subject to your rights under relevant laws, including the Australian Consumer law, in the event that we do not provide you with an Economy X seat that you purchased, you are entitled to request a refund of the Economy X fee, for that specific part of the journey, only if:
...
(d) we used our right to assign or reassign your Economy X seat either before or after boarding for operational, safety, security or other reasons;

and

2.2 There may also be circumstances where you are entitled to a refund of the Economy X fee or of your fare under the Australian Consumer Law. For more information about your rights under the Australian Consumer Law please see our consumer guarantees and refunds page.
...
2.8 Nothing in these Economy X terms and conditions will limit any rights you have under the Australian Consumer Law or any other applicable law.

 

[Gremlin]

Yes. I know I'm entitled to a refund. My query was more about making it happen.

 

[Mattg]

Yes. I know I'm entitled to a refund. My query was more about making it happen.

I would contact VA again and quote their own T&Cs to them. Sounds like you got a dud operator the first time.

If that doesn't work perhaps go down the Australian Consumer Law path.

 

[Blackswan]

I'd make contact with them, asking for a refund (making note of the contact). No resolution? I'd then initiate a charge back (the Economy X seat fee component) with my credit card vendor.

Easiest (and most effective) course of action, that you're entitled to take.

 

[Gremlin]

I'd make contact with them, asking for a refund (making note of the contact). No resolution? I'd then initiate a charge back (the Economy X seat fee component) with my credit card vendor.

Easiest (and most effective) course of action, that you're entitled to take.

Was paid for with travelbank so don't have the charge back option unfortunately.

 

[odysseus]

I'd agree with just calling back. I can't see why they'd refuse, especially as it's covered by their terms.

 

[Brissy1]

Outrageous that you have to go through their "make it difficult and they'll give up" process. Is why I generally try and use on line chat (printable) or email even though response usually takes days/weeks. I don't think they would put, in writing, that they won't refund for services paid for that they didn't provide.

 

[stm1sydney]

HUACA.

 

[scottsworld]

good luck!! (on the plus side, at least it wasn't Qantas, and you after 3 hours the call simply dropped.)