Space cadet
Newbie
- Joined
- Jul 8, 2019
- Posts
- 5
Hi all,
Keen to get a sanity check on a situation I’ve run into with the current Virgin Australia Holidays double Status Credits promo.
I made two bookings today via Virgin Australia Holidays (powered by Hopper), both domestic return, business class, with (fully flexible) hotel + flight bundled. The main reason for booking this way (instead of directly via VA) was the double Status Credits offer. I need the booking to be fully flex in case my meetings get rescheduled.
On the final payment page before purchase, it clearly stated that both the flight and hotel were fully refundable. That was a key factor in proceeding.
However, after booking, the confirmation emails state that the flights are non-refundable. This directly contradicts what I saw at checkout.
I contacted Virgin Australia first (I’m Platinum Plus). They said the fares looked cancellable, but couldn’t process anything and directed me to Virgin Australia Holidays. Interestingly, no one they spoke to internally seemed to know much about how Holidays bookings work, and the phone number they gave me turned out to be disconnected.
I then contacted Virgin Australia Holidays directly. I was initially told the booking was refundable, but with a $150 cancellation fee per person. I asked where this fee is disclosed on the website — they couldn’t point to anything specific, only a vague clause in the T&Cs saying fees “may” apply. I then received a follow-up email stating the flights are non-refundable.
So for the same booking I’ve now been told:
If this is how it works, it’s a pretty big gotcha — booking via Virgin Australia Holidays for double SC may materially reduce flexibility compared to booking flights directly.
Has anyone else come across this with VA Holidays / Hopper? And has anyone successfully challenged a mismatch between what’s shown at checkout and what appears in the confirmation?
Appreciate any advice!
Keen to get a sanity check on a situation I’ve run into with the current Virgin Australia Holidays double Status Credits promo.
I made two bookings today via Virgin Australia Holidays (powered by Hopper), both domestic return, business class, with (fully flexible) hotel + flight bundled. The main reason for booking this way (instead of directly via VA) was the double Status Credits offer. I need the booking to be fully flex in case my meetings get rescheduled.
On the final payment page before purchase, it clearly stated that both the flight and hotel were fully refundable. That was a key factor in proceeding.
However, after booking, the confirmation emails state that the flights are non-refundable. This directly contradicts what I saw at checkout.
I contacted Virgin Australia first (I’m Platinum Plus). They said the fares looked cancellable, but couldn’t process anything and directed me to Virgin Australia Holidays. Interestingly, no one they spoke to internally seemed to know much about how Holidays bookings work, and the phone number they gave me turned out to be disconnected.
I then contacted Virgin Australia Holidays directly. I was initially told the booking was refundable, but with a $150 cancellation fee per person. I asked where this fee is disclosed on the website — they couldn’t point to anything specific, only a vague clause in the T&Cs saying fees “may” apply. I then received a follow-up email stating the flights are non-refundable.
So for the same booking I’ve now been told:
- fully refundable (at checkout)
- refundable with $150 fee (over phone)
- non-refundable (email)
If this is how it works, it’s a pretty big gotcha — booking via Virgin Australia Holidays for double SC may materially reduce flexibility compared to booking flights directly.
Has anyone else come across this with VA Holidays / Hopper? And has anyone successfully challenged a mismatch between what’s shown at checkout and what appears in the confirmation?
Appreciate any advice!
