Virgin Refund Timelines

[kangarooflyer88]

A couple of days ago Virgin cancelled my flight from OOL to SYD and gave me the option of either cancelling the flight for a full refund or to change it to a new time on that day. The flight itself was a Choice fare upgraded to business class via points for 10,000 points. Given my circumstances, I wanted to cancel the flight.

I called the Virgin contact centre to first request a refund of the points on the upgrade which they processed and said that it should land in my account instant or within the next couple of days. After that they transferred me to the flight booking team to process my refund. The flight itself was paid using PoLI and I was informed that the request to process the refund was made and it will be processed within 120 business days.

I've since checked my Virgin account and saw the upgrade points have yet to be credited back to the account and similarly the money paid for the fare hasn't yet been returned to my account. My question is: are these timelines reasonable? When should I get worried if things don't start landing in their respective accounts?

-RooFlyer88

 

[kyle]

During the peak of covid, I had a points plus pay flight moved by VA. As it was not acceptable to me, I requested a full refund. The points pretty much landed back in my account right away and the pay component back in my credit card after a few days.

 

[kangarooflyer88]

Update: it's now been 13 days since I've requested the refund and neither the points nor the money has been refunded. Is this normal? Also can someone who specifically had experience with a PoLI refund tell me when I should expect the monies to be refunded to my account?

This is starting to get silly!

-RooFlyer88

 

[Bagpuss]

Update: it's now been 13 days since I've requested the refund and neither the points nor the money has been refunded. Is this normal? Also can someone who specifically had experience with a PoLI refund tell me when I should expect the monies to be refunded to my account?

This is starting to get silly!

-RooFlyer88

Points always are returned immediately. I have never used PoLI so can't comment. Back to credit card used to be within about 3 days and to travel bank immediately.

Time to pick up the phone.

 

[kangarooflyer88]

Points always are returned immediately. I have never used PoLI so can't comment. Back to credit card used to be within about 3 days and to travel bank immediately.

Time to pick up the phone.

Ended up using the webform to follow up with them yesterday. Today I noticed the refund has magically landed into my bank account, although I'm still waiting on the points to return (hopefully that will land in the coming days).

-RooFlyer88

 

[ferntree]

That's strange. In my experience points have arrived literally within minutes. I'd phone them again.