Virgin Flight Refund

[straitman]

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

Understood, though it would be good to have a little info.

 

[cagiva]

Hi all. Have a situation.
Had a flight booked for Adelaide mid April via ANZ Travel Adventures Card (now cancelled).
Logged into my velocity account today to find the following changes.
They most likely advised my travel agent who has not/will not contact me.
My original flight was:
PER - ADL - VA722 leaving Friday 17th April at 17.25 arriving 22.50, with return flight
ADL-PER - VA721 leaving Sunday 19th April at 18.30 arriving 20.30.
I was thinking that I would need to contact Virgin to do something as the almost 2 days I was going to spend in ADL would have been in isolation instead of being with relatives.

So today I find out that my flight has been changed to:
VA684 Friday 17th April PER (10.00) - MEL (15.35)
20h 30 m layover
VA223 Saturday 18th April MEL (12.05) - ADL (13.00)
return
VA224 Sunday 19th April ADL (13.45) - MEL (15.35)
21h 10m layover
VA685 20th Monday April MEL (12.45) - PER (15.10)

This may have been good as a status run if I had nothing better to do, and if I were able to exit the airports both in ADL and MEL. But I will be quarantined all the time and will not be able to see my relatives in Adelaide, main purpose of my travel. I also am working both on Friday and on Monday so these flights are not suitable for this reason as well.

Now, I do not know when I can re-schedule any further travel so would rather have a monetary payout instead of a credit voucher.
What are my chances of getting one? I would appreciate any advice on how to go about obtaining one.

Thanks for any advice.

Cheers and stay safe!

 

[shuuy]

I called.
They wouldn’t budge from travel credit
So I think it’s then (a) travel insurance, and (b) charge back as the service wasn’t provided, and the vendor isn’t providing the service per the terms & conditions agreed to when I entered the contract with VA.

 

[knagelli]

charge back as the service wasn’t provided,

I have an upcoming booking with VA for Apr 9th and they have been rescheduling my flights. So I had to dispute the charges via Amex as I don't intend to have 2000$ in travel credits

 

[Cubiscus]

Called after I received the email regarding the flight cancellation and successfully requested back. Its BNE - HTI so there's no prospect of alternate routes and the route itself may be canned. Just got the refund back.

I have a LAX flight in September that I'm almost certain I won't be able to go on given restrictions will still be in place by then, I was advised to leave it for now.

Re travel insurance, bear in mind your policy may have an exemption for pandemics.

 

[Rubix]

I received my refund this morning back to my OFOP Amex for 2 flights paid and 1 flight taxes.

I have also received my points back for 3 flights.

Still waiting on a travel bank refund to come back that was for a flight paid for from my travel bank balance.

 

[muppet]

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).

That is not at all true or what the ACCC says. The ACCC says:

“If your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees. However, you may also have other remedies outside of the Australian Consumer Law.”

All it means is that it is no longer black and white.

But it doesn’t mean that air carriers, hotels, cruises etc. all get to keep cash for the product they never deliver. It’s complicated now.

More than happy for you to donate your Bali flights but if i was in the example you give, I would be arguing that no government restriction prevent an airline flying to Bali. Certain people are prevented from flying and if a pax had to cancel because of that, then yes a credit is appropriate.

However that flight can still go ahead and a contract becoming unprofitable is not a contractual remedy to cancel that contract and keep the consideration.

 

[Gold Member]

That is not at all true or what the ACCC says. The ACCC says:

“If your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees. However, you may also have other remedies outside of the Australian Consumer Law.”

All it means is that it is no longer black and white.

But it doesn’t mean that air carriers, hotels, cruises etc. all get to keep cash for the product they never deliver. It’s complicated now.

More than happy for you to donate your Bali flights but if i was in the example you give, I would be arguing that no government restriction prevent an airline flying to Bali. Certain people are prevented from flying and if a pax had to cancel because of that, then yes a credit is appropriate.

However that flight can still go ahead and a contract becoming unprofitable is not a contractual remedy to cancel that contract and keep the consideration.

For the example I have quoted, and applying the following ACL:

• 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.

what part is ’not true at all’? The “other remedies outside of the Australian Consumer Law” refers to fare booking conditions held at the airline level such as fare flexibility. I even used the example of a full Business or Freedom fare to illustrate my point. This is what they are referring to by “You may still be entitled to a refund under the terms and conditions of your ticket.”

 

[Mtchrs]

A non virgin question but still related to travel refunds.
What if a company offers to provide a refund for a service despite a refund being outside of the T&C’s. They send you a tax invoice with the refund due but then decides to change its mind and is now offering you a credit instead of the refund initially offered?
Can you do do a chargeback on that or is it straight to ACCC?

 

[muppet]

For the example I have quoted, and applying the following ACL:

• 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.

what part is ’not true at all’? The “other remedies outside of the Australian Consumer Law” refers to fare booking conditions held at the airline level such as fare flexibility. I even used the example of a full Business or Freedom fare to illustrate my point. This is what they are referring to by “You may still be entitled to a refund under the terms and conditions of your ticket.”

The “not true at all” is the flight being cancelled because of government restrictions. It was cancelled because it was 90% empty. Flights are permitted.

The “other remedies” include general contract law and yes fares, and t&c (incl. the merchant credit card agreement).

 

[33kft]

Can you do do a chargeback on that or is it straight to ACCC?

I'm not sure the change of mind affects their legal position at all - it's poor customer service but it happens

 

[Dee#]

On 2 April I got them on the phone (4am Perth time) and I cancelled 4 domestic fully refundable economy flights. Darwin-Per and a FF points business class flight. They had already emailed me they had taken the first fare and put it in travel bank -no thanks that motivated me to get hold of them.
Told them I wanted the cash back and they said 2-7 working days. Also they are keeping the cancellation fee. But so what if i can get most of the money (funny I thought if you booked full fare economy there used to be no penalty).
The FF points fare has already been refunded.
No sign of the cash refund. 6 days is Thursday 9th. 7 days is Tuesday 14th.
Has anyone had any trouble with the cash turning up in your credit card within the advised timeframe?
Obviously if no sign I will go Visa - chargeback.

 

[Mtchrs]

I was told when cancelling a reward booking it can take up to 21 days to get my points and refund. That was on 26/3 and I’m still waiting!

 

[serfty]

I was told when cancelling a reward booking it can take up to 21 days to get my points and refund. That was on 26/3 and I’m still waiting!

My email for a reward flight cancellation (HND) stated 21 business days.

 

[knagelli]

We have flights for 9th Apr 2020 and I don't wish to travel. At the same time not interested in travel bank credits , so what are my options if I have to be a no show and dispute the charges later with Amex.

 

[bcworld]

so what are my options if I have to be a no show and dispute the charges later with Amex.

Your flights are operating? You can't no show and do a charge back.

 

[Cubiscus]

We have flights for 9th Apr 2020 and I don't wish to travel. At the same time not interested in travel bank credits , so what are my options if I have to be a no show and dispute the charges later with Amex.

Have they cancelled your flights or are they still going ahead, as of now?

 

[knagelli]

Have they cancelled your flights or are they still going ahead, as of now?

No they have not yet cancelled but not sure how that would go as my flight is MEL-BNE-CNS and QLD is asking inter state travelers not to visit.

 

[muppet]

No they have not yet cancelled but not sure how that would go as my flight is MEL-BNE-CNS and QLD is asking inter state travelers not to visit.

Travel bank is your best option at this point and they have generous terms I think (no fees).

If they cancel then i’d encourage you to chase a refund but if they are still flying and you just dont want to go (or are not permitted), then that’s not on Virgin.

I think a no show will result in an auto-travel credit. Charge back would not fit within Amex’s terms i don’t think.

 

[knagelli]

I think a no show will result in an auto-travel credit.

As per VA customer care no show will result in forfeiting your travel credit. Had to cancel my flights as they don't budge and a strict no for refund.