Virgin Flight Refund

[LongFlyer]

Got a flight in a couple of days, virgin has cancelled our flights and rerouted us with an extra hop. As the flights have changed we would like to cancel this for $$ rather than credit (hey virgin may go broke i hope not but possible). My understanding is if they change a flight you have the option of a refund. How would one go about getting this refunded in the current climate as it says online call the the help desk but the help desk has a huge queue says only for changes the the next 48 hrs? Anyone had much luck getting refunds lately. Cheers

 

[mickismick]

Wait for the 48 hours window or email them at [email protected] with reservation number, changed flight details, refunds requirements etc.

Either way, they're prioritising bookings within 48 hours, so wait until it's your turn.

Edit: fixed the email to remove the .au

 

[Must...Fly!]

The ACCC had indicated as this is an event outside the control of the airline, they do not have to provide a refund unless the terms of the original fare allowed this. Otherwise it's a credit

 

[LongFlyer]

They have rerouted my ticket with an extra hop and overnight stop. It is an elevate fair, not the cheapest

 

[ozstamps]

The ACCC had indicated as this is an event outside the control of the airline, they do not have to provide a refund unless the terms of the original fare allowed this. Otherwise it's a credit

You keep posting this info.

I have never seen the ACCC official source posted for this alleged policy view - do you have one?

 

[LongFlyer]

Maybe must fly works for the airlines PR dept? The airline could choose to run the flights i booked, they arent as the flights probably have 3 people on them ie commercial decision to consolidate flights. If the govt ordered all flights grounded maybe they could justify a credit only but if the airlines go bust they will have lots of angry people.

 

[hydrabyss]

Maybe must fly works for the airlines PR dept? The airline could choose to run the flights i booked, they arent as the flights probably have 3 people on them ie commercial decision to consolidate flights. If the govt ordered all flights grounded maybe they could justify a credit only but if the airlines go bust they will have lots of angry people.

You are well aware many people are losing jobs and small businesses everywhere not to mention peoples lives. I would just be patient and wait it out and focus on more important issues at hand.

 

[AIRwin]

https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes

 

[ozstamps]

Maybe must fly works for the airlines PR dept?

Yes, who knows?

Anyway despite his repeated unsourced claims, the ACCC says no such thing -

Travel cancellations and changes

My flight, cruise or tour has been cancelled. Am I entitled to a refund?

• If your travel is cancelled the ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, in most circumstances.
• However, if your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees.
• You may still be entitled to a refund under the terms and conditions of your ticket.
• You should contact the business directly to request a refund or other remedy such as a credit note or voucher.
• The ACCC encourages all businesses to treat consumers fairly in these exceptional circumstances.

 

[LongFlyer]

You are well aware many people are losing jobs and small businesses everywhere not to mention peoples lives. I would just be patient and wait it out and focus on more important issues at hand.

Hence my desire to have as much of my money in my bank in case i have financial issues as well. I doubt the bank will let me pay my mortgage with virgin credit.

 

[Gold Member]

From the SmartTraveller (Government run) website:

Travelling from Australia

Australian citizens and Australian permanent residents are restricted from travelling overseas from 25 March 2020 at 12:00hrs AEDST.

This travel restriction does not apply to:

• people ordinarily resident in a country other than Australia
• airline and maritime crew and associated safety workers
• New Zealand citizens holding a Special Category (Subclass 444) Visa are not permanent residents for the purposes of the Biosecurity Determination and are permitted to depart Australia. New Zealand citizens who are permanent visa holders may apply for a Commissioner’s discretion
• people engaged in the day to day conduct of outbound and inbound freight
• people whose travel is associated with essential work at offshore facilities and
• people travelling on official government business, including members of the Australian Defence Force.

Travellers who believe they meet a travel restriction exemption can apply online to the Commissioner of the ABF.

Travelling from overseas

• All people entering Australia must self-isolate for 14 days.
  • You may board a domestic flight to your intended destination in Australia to self-isolate there.
  • If you are well and not symptomatic, you may self-isolate in a hotel.
  • If travellers do not comply with their 14 day self-isolation requirements, they may face a range of penalties that exist in each State or Territory.

Restrictions in place until: Further notice


The ACCC website refers to government restrictions and this language spells it out very clearly. For example, if I have a return trip to Bali anytime after 25th March that Virgin cancelled on me, then I am not entitled to a full refund because it was a government restriction imposed on the Airline. I am due a travel voucher only, unless the fare conditions permitted (eg. Full business or Freedom fare).

 

[LongFlyer]

seems [email protected] isnt even a valid address?

 

[Gold Member]

seems [email protected] isnt even a valid address?

Drop the .au

 

[mickismick]

seems [email protected] isnt even a valid address?

Fixed the original post to remove the au

 

[Bagpuss]

I have an upcoming booking on a Freedom Fare. I'll be requesting the refund and the waive of the $80 fee for refunding to original form of payment.
I've emailed, though I doubt a response I will contact them 48 hours prior to travel.

FYI, the only reason I'm not taking Travel Bank is because I don't forsee any requirement of flying in the foreseeable future.

 

[Must...Fly!]

Maybe must fly works for the airlines PR dept?

Yes, you got me. With 80% of staff stood down at Virgin Australia, they decided to keep a PR consultant on board to post on message boards.

 

[Jurahn]

I have an upcoming booking on a Freedom Fare. I'll be requesting the refund and the waive of the $80 fee for refunding to original form of payment.
I've emailed, though I doubt a response I will contact them 48 hours prior to travel.

FYI, the only reason I'm not taking Travel Bank is because I don't forsee any requirement of flying in the foreseeable future.

I received an email from Virgin a few days ago advising that my outbound booking HBA-MEL-CBR in early May has been cancelled as VA have suspended all flights in and out of Tassie until at least mid-June, and advising "click this BIG button at the bottom of the email to get a travel credit" - much smaller writing indicated that those with flexible fares may have other options, so have sent the request via the feedback form as per their instructions. Not expecting to get a response back any time soon, given the current situation and how busy they are.

I assume I'll get an email soon regarding my return flights (which were on a separate PNR) and will then make the same request, as that was a full Business fare.

 

[straitman]

I have a booking BNE-NAN in May on VA that has been cancelled without explanation or email. If/when things settle a little it will all get sorted but it would be nice if some notification had occurred.

 

[AIRwin]

I have a booking BNE-NAN in May on VA that has been cancelled without explanation or email.

This is part of the suspension of all international services until 14 June 2020...

 

[flydoc]

From the SmartTraveller (Government run) website:
[*]You may board a domestic flight to your intended destination in Australia to self-isolate there.
[*]If you are well and not symptomatic, you may self-isolate in a hotel.
[*]If travellers do not comply with their 14 day self-isolation requirements, they may face a range of penalties that exist in each State or Territory.
[/LIST]
[/LIST]
Restrictions in place until: Further notice

Note that as of today, transit to domestic no longer allowed. Now mandatory supervised quarantine at point of entry.

Returning to thread topic: personally I’m still waiting for refund from VA flight which was cancelled prior to all this chaos (early Feb)