Virgin Australia Involuntary Cabin Downgrade

[Disco]

Just wondering what the process is here ….. first time I’ve experienced this. Yes, I know, pretty lucky

My wife and I were booked Business Class Sydney to Melbourne on VA a few weeks ago. The flight was cancelled and we were ‘re-booked’ on a flight 15mins earlier and involuntarily downgraded to economy. No options were offered or sought (we had to get to Melbourne)

The staff member in the Lounge assured us that the fares would be refunded (I assumed she meant the difference) - not put in a travel Bank - and because of the nature of the process it would be actioned as ‘high priority’ and back on my credit card within 5 business days.

I was suspicious and, predictably, nothing has happened in the ensuing 2-3weeks to convince me that my scepticism was misplaced. Actually, literally nothing has happened.

Looking at the status credits and points awarded VA downgraded us to the full economy flex fare - interestingly this was more than we paid for our Business Class tickets. Obviously the benefits of a Flex fare were unnecessary because we were at the airport ready to get on our flight. I just assume that VA was being a bit cheeky.

Given the amount of money involved I can’t be bothered pursuing this - which I guess means their strategy is working - but I’m just wondering what other people‘s experience of this is. Instinctively, I’d have thought a downgrade to the historical lowest published economy airfare for that flight, as a gesture of goodwill, would have at least been appropriate. But I have no experience of these issues so grateful for any insights

This happened to us last year, Hobart to Perth. Informed of aircraft change to all economy seats, we were disappointed. No notice of refund in fare differences. I contacted TA who claimed the difference in fares which was not a lot and they spent some time hassling to get it. Wasn't impressed at all.

 

[CamShep69]

Some years ago (maybe 2) I booked 2 x J seats BME to PER about 9 months in advance of the flight. About a month before the flight I received an email saying there had been an equipment change and Y no longer was available and my wife and I were being downgraded. I rang to ask about a refund, only to be told that because Y fares that day were actually higher than what I paid for J 8 months ago, there would be no refund. I argued that the refund calculation should be based on what Y fares were at the time of booking, not now. I was told that that's not how it worked, and they refused to elevate my complaint. I hung up and gave up, but after what I just read in the AFF article today, perhaps I shouldn't have?

 

[zig]

I was downgraded last week (MEL - NTL) due to an equipment change to a plane with all Y seating.

I was not advised of the change until my boarding pass beeped on scanning. The gentleman boarding in front of me was in the same position, and hadn't been advised of the change. Staff advised us that we should have been informed in the lounge. Lounge staff didn't advise of the change, and even if they had some passengers may not have used the lounge and wouldn't have been advised.
I was told that the refund would be processed automatically by the staff member scanning boarding passes, and by the cabin manager that I would need to make the request via the website.

As I had booked via Amex travel I had to contact them to request the refund. Virgin advised that I would be refunded $200 to my credit card within 8 weeks. The fare I paid was $263, so I felt $200 was reasonable, but does not represent compensation for the downgrade.
ORC and points were awarded.

Obviously I'm still waiting for the refund.

 

[PaulyB]

Just read Matt's experience; https://www.australianfrequentflyer.com.au/virgin-australia-involuntary-downgrade/. If he has so much trouble what hope have we mere mortals have!

 

[andrewpf]

Just read Matt's experience; https://www.australianfrequentflyer.com.au/virgin-australia-involuntary-downgrade/. If he has so much trouble what hope have we mere mortals have!

Matt says "Virgin told me that my experience was “not consistent with our current processes”.

Based on this thread, that would appear to be untrue.

 

[daft009]

a friend's flight that i booked on my points in J was cancelled and he was downgraded to Y.
He was told the points difference would be credited back.
This was back in mid May.

Still no refund. Who should I email?
or just the general complaints form on the virgin website?

 

[AIRwin]

Still no refund. Who should I email?

Try Velocity?

 

[scheps]

Qantas did this to me. Downgrade from business to economy. After three months of frustrating emails and phone calls, I contacted the state government's office for fair trading, and also contacted a lawyer. Then I advised Qantas what I had done. Refund was processed within 24 hours.

An earlier refund took more than 9 months to process.

That's terrible. And you do wonder how do these people live with themselves. They know it is clearly a wrong thing to do but continue to do so. But I believe in Karma. Its no wonder they are always hiding behind aliases. Would like to treat them with equal attention if I do happen to come across them.

Post automatically merged: Sep 12, 2023

a friend's flight that i booked on my points in J was cancelled and he was downgraded to Y.
He was told the points difference would be credited back.
This was back in mid May.

Still no refund. Who should I email?
or just the general complaints form on the virgin website?

There is basically no chance of this happening automatically. I even had a CSO at the lounge call for me and nothing eventuated. Maybe they just pretend they were on the phone speaking to someone but they never dialed a number.

 

[scheps]

This happened to us last year, Hobart to Perth. Informed of aircraft change to all economy seats, we were disappointed. No notice of refund in fare differences. I contacted TA who claimed the difference in fares which was not a lot and they spent some time hassling to get it. Wasn't impressed at all.

I bet those seats you paid for ever existed. A no brainer money spinner if you think about it.

 

[humley123]

Just had an involuntary downgrade happen to me today on a flight from Adelaide to Melbourne. Flight was cancelled and I was automatically rebooked in economy - never got the SMS or email offering alternative rebooking options.

When I called, they confirmed there were no rebooking options with business available so I tried to get them to rebook me on a Qantas flight - refused outright. Had no choice but to accept the involuntary downgrade to a different flight. I asked for a refund to be processed for the fare difference - will see if this happens though... I'm expecting to need to chase it up. Also need to chase an original routing credit - the agent wasn't able to assist with this on the phone.

 

[Bagpuss]

I think the point to note here, when booking business class always take a screenshot of all the fares and save it showing the date and time so in the event of a downgrade you receive the correct refund. Rather annoying.

 

[Ambo]

My flight from MEL to OOL was cancelled the other day, I was bumped from Business to Economy with a 4 hour delay, not sure which economy ticket they put me on.

My 1st time flying with VA since the Virgin Blue days after getting a Status Match.

Forgot that you had to pay extra for food, unlike QANTAS. What was most disappointing was I was planning to use the onboard Wi-Fi to do work. What I didn't realise was that internet connection was only complimentary for Bussiness Class or WP. So lets just say I was grumpy, tired, behind work and hungry for my 1st VA flight in years!

At least the food at the VA lounge at OOL was decent on arrival.