Cancelling [VA fare rules & COVID-19 uncertainty]

[Warks]

Late to the party but I have a SYD-OOL booking for next week which I'd been considering cancelling a few weeks ago but hadn't. Now the border is closing I assume it's off. I do wonder if I now have to do anything or they will just cancel the flights and refund (or TravelBank) the money anyway. I've got a car hire booking included as well. I note that you cannot cancel online which is odd as they will be worked off their feet in the call centre. Would make it a lot easier. I can still change my dates to later in the year but is there any point? Not a huge amount of money involved but want to clear this up.

 

[SeaWolf]

I note that you cannot cancel online which is odd as they will be worked off their feet in the call centre.

You can cancel online, as long as you're happy with a Travel Bank credit (rather than a refund).

Travel Cancellation Request Form

apps.virginaustralia.com

 

[jpp42]

I've been trying to cancel domestic since last week. Forget travel bank I want cash in case they go under. Anyway I just cant cancel 4 domestic full fare economy with platinum upgrades, says I have to ring them. $2000 worth.

How soon are these flights? Or are you just trying to cancel right away to get the cash before they go bust? You could try messaging them on Facebook (look for the Virgin Australia page and click Send Message), this worked for me to get a travel bank credit at least.

 

[maccaisking]

Has anyone received a travel bank credit yet? I have canceled 3 flights now for elderly relatives, using the webpage setup for cancelling to travel bank. None have received emails about a travel bank or cancelation, and the flights still show in their velocity accounts.

 

[Warks]

You can cancel online, as long as you're happy with a Travel Bank credit (rather than a refund).

Travel Cancellation Request Form

apps.virginaustralia.com

When I hit cancel it said I couldn't do it online and to call them. So it might be the cheapo fare class?

 

[jpp42]

Has anyone received a travel bank credit yet? I have canceled 3 flights now for elderly relatives, using the webpage setup for cancelling to travel bank. None have received emails about a travel bank or cancelation, and the flights still show in their velocity accounts.

I cancelled a flight with staff assistance by messaging them on Facebook. I never received any emails, but when I go to "Travelbank Login" from Virgin site, and log in with my FF# and password, I am able to see the credit.

 

[SeaWolf]

Has anyone received a travel bank credit yet? I have canceled 3 flights now for elderly relatives, using the webpage setup for cancelling to travel bank. None have received emails about a travel bank or cancelation, and the flights still show in their velocity accounts.

There is a note on the website that it could take up to three weeks for it to happen and not to worry, just don't check in for the flight.

 

[maccaisking]

I cancelled a flight with staff assistance by messaging them on Facebook. I never received any emails, but when I go to "Travelbank Login" from Virgin site, and log in with my FF# and password, I am able to see the credit.

There is a note on the website that it could take up to three weeks for it to happen and not to worry, just don't check in for the flight.

Thankyou. Will email the Urgent email address before the flights if not canceled, but feeling a lot better with this info. Nothing in Travelbank yet but will keep checking.

 

[SurryHillsFlyer]

Has anyone had any luck getting a refund rather than a travel bank credit? My next flight has just been cancelled by VA so wondering what my rights are.

 

[Must...Fly!]

Has anyone had any luck getting a refund rather than a travel bank credit? My next flight has just been cancelled by VA so wondering what my rights are.

Indications are that the ACCC has formed the general opinion that as this is an exceptional circumstance beyond the control of the airlines, they do not have to refund unless your fare conditions originally permitted a refund to the original form of payment.

 

[ozstamps]

Has anyone had any luck getting a refund rather than a travel bank credit? My next flight has just been cancelled by VA so wondering what my rights are.

I think lots of us are in the same boat, with flights booked until mid-June, now basically all flights are cancelled.

Getting an IOU from Virgin is like getting one from any failed company heading in weeks for Administration - it is totally worthless, as you are an unsecured creditor.

A disaster not of Virgin's making for sure, and my sympathy for all staff - whether at Virgin of anyone losing jobs in this mess, but a full $ credit should be possible if you booked a service for which the company was unable to deliver.

Probably disputing the charge direct with credit card company, is the fastest and most secure path?

 

[Matt_01]

@ozstamps I agree with everything you say. I am not sure if my approach is correct however at the moment I will not be cancelling any flights and asking for a refund to the travel bank. I figure my best chance is to take it up with my CC provider for non delivery of services based on an actual flight.

 

[shuuy]

I've had a material schedule change (SYD-HBA to SYD-MEL-HBA). Leave 1h earlier get in 4h later.

This constitutes a major change under ACCC.

Any experiences or luck getting a full refund (and not travel bank)?

 

[Must...Fly!]

What definition of material have you used? Is it in the CoC?

This seems on face to arguably be different to scenarios where routes have been outright postponed with no alternative.

 

[Jurahn]

I've had a material schedule change (SYD-HBA to SYD-MEL-HBA). Leave 1h earlier get in 4h later.

This constitutes a major change under ACCC.

Any experiences or luck getting a full refund (and not travel bank)?

Will be interested to see how this goes for you - my flights in May HBA-MEL-CBR have gone from getting into CBR at 10am, to not arriving until 8.30pm so a major change for me also (original departure time 6.30am, now 2pm with a considerable layover in MEL). No point in me trying to call the GCC yet of course.

 

[Milefest]

Has anyone actually managed to successfully issue a chargeback against VA when they offered a travel credit instead of a refund? I have 1000s of dollars in fares that have have been cancelled by VA and given the current market turmoil, travel credits are an extremely risky asset right now.

 

[shuuy]

What definition of material have you used? Is it in the CoC?

Per website Virgin Australia Guest Compensation Policy | Virgin Australia
3. What happens if VA cancels or changes the timing of my flight prior to the day of travel?

• If we need to change or cancel your flight prior to your travel date, we will either contact you or your travel agent will contact you using the contact details provided in your booking (which may be by phone, text or email) to advise you or your nominated booking contact of the change to your flight details.
• If the new flight time is not suitable to you:
  • You can contact our Guest Contact Centre or your nominated travel agent to request a different flight time. We will use our best efforts to move you to another Virgin Australia service which is acceptable to you without charge.
  • If we cannot make suitable alternative arrangements, you may request a Travel Bank credit or a refund of the total price you paid for your impacted flight by contacting our Guest Contact Centre or your travel agent
• You may be entitled to claim compensation for reasonable costs you incur as per section 8 or under the Australian Consumer Law.

 

[shuuy]

I got through. 1h on hold. Really unhelpful agent

“The Coronavirus policy supersedes all guest policies”.

Couldn’t find that on the website.
She couldn’t provide me the detail
Supervisor wasn’t available.

“You have to speak with Guest Relations [click]”

Next step is credit card chargeback - any advice here?

 

[Must...Fly!]

ACCC has indicated previously that coronavirus related disruption is not covered by Consumer Law as out of the control of airlines, so they are allowed to offer a credit only unless the terms of your fare originally allowed for a refund.

Perhaps chargebacks would be refused unless the above applies.

 

[William Kilner]

I just got the response from Webjet that Qantas don’t recognise border closures or self isolation as a reason for not travelling in their covid 19 disclaimer that relates to the cancellation of my flight to New Zealand. Since I booked the flight on the 1 st of March I have not been able contact Webjet as their site crashed....it was in the Philippines. Qantas kept referring me back to Webjet. So consequently did not know that the flight was cancelled until a few hours before departure. They had forgotten to tell me that they had cancelled my flight on the 21 st of March . I demanded a refund but Webjet said Qantas use this disclaimer. I replied “but there was no flight available as the flight was cancelled weeks earlier even though Qantas keep it listed in their system........check the airport flights and it is not happening.
It is a means of avoiding refunds because they cannot provide a service and contradicts ACCC guidelines. Naturally, I will appeal this decision via The Airline Customer Advocate and notify the ACCC.

After reading the West Australian yesterday about Qantas gouging and this experience, they are not great corporate citizens and don’t value their customers like they are suppose to in their public rhetoric. Yet they ask the taxpayer to bail them out!!!!!!