Cancellation fees - differences between Saver and Flexi

[Bofter]

I am a little confused as to the cancellation fees for Virgin Australia domestic:

The cancellation fee for saver appears to be $60 with remainder held in credit for a future booking.
The cancellation fee for flexi appears to be $80 with remainder held in credit for a future booking.

It seems a little strange that the more expensive and more flexible fare has a higher fee for cancellation. The fee structure for flight changes seems to make sense, so am I missing something here?

Information was sourced from Domestic Fees and Surcharges | Virgin Australia and Domestic Fees and Surcharges | Virgin Australia and I didn't find any answers in a search of the forum

 

[Jama]

I think it is pretty poor there is a fee for flexi at all. It is a FLEXIBLE ticket that costs a premium. Yes I can see this for a cancellation for a refund maybe but not a concellation to use as credit.

Not only do you get charged a cancellation fee but you are then FORCED to re-book by phone, no internet option to use credit, and your charged even more fees. Not so flexible now is it.

 

[chrisjrn]

Not only do you get charged a cancellation fee but you are then FORCED to re-book by phone, no internet option to use credit, and your charged even more fees. Not so flexible now is it.

afaik Virgin's policy is to offer internet pricing on all bookings on credit (e.g. gift vouchers, previously cancelled bookings). Be assertive to the call centre, and make sure you're aware of what the available prices are.

 

[Jama]

afaik Virgin's policy is to offer internet pricing on all bookings on credit (e.g. gift vouchers, previously cancelled bookings). Be assertive to the call centre, and make sure you're aware of what the available prices are.

Last time I used a credit it cost me an additional $90, not a small amount, after being forced to call the call centre. Completely unimpressed I did complain and this is the responce.

'As a customer focussed airline, we appreciate that you have taken the time to comment on our products. I can assure you that your feedback has been logged as an official complaint to ensure the Management Team is aware of your concerns with our current credit redemption policy.

Our current policy with credit redemption is for flights to be rebooked through our Guest Contact Centre and the call centre fares will apply at the time. We do realize that a majority of our guests would prefer to rebook their flight on our website and I would like to apologise, both personally and on behalf of Virgin Australia for not being able to offer this option.

Your present feelings are appreciated. I completely understand that an apology will not counter your dissatisfaction on this occasion; however I would like to thank you for allowing us the opportunity to respond to your comments. I am aware that your opinion of our service may have been affected by this experience and thank you for your ongoing support for our airline.'

 

[chrisjrn]

In which case, purchase the smallest denomination of gift voucher, and the call centre will match the internet fee, as per this VA page (sorry about the link, forum isn't letting me post it verbatim): What can I spend my Gift Voucher on and how do I book using my Gift Voucher?

Redeeming your Gift Voucher is simple; when you are ready to make your booking, please call our Guest contact centre and quote your Gift Voucher number. Your booking will be made at the discounted internet rate.​

(You only need to spend a nominal amount, e.g. $1 off the voucher for them to have to match the Internet fee)

 

[nlagalle]

Last time I used a credit it cost me an additional $90, not a small amount, after being forced to call the call centre. Completely unimpressed I did complain and this is the responce.

'As a customer focussed airline, we appreciate that you have taken the time to comment on our products. I can assure you that your feedback has been logged as an official complaint to ensure the Management Team is aware of your concerns with our current credit redemption policy.

Our current policy with credit redemption is for flights to be rebooked through our Guest Contact Centre and the call centre fares will apply at the time. We do realize that a majority of our guests would prefer to rebook their flight on our website and I would like to apologise, both personally and on behalf of Virgin Australia for not being able to offer this option.

Your present feelings are appreciated. I completely understand that an apology will not counter your dissatisfaction on this occasion; however I would like to thank you for allowing us the opportunity to respond to your comments. I am aware that your opinion of our service may have been affected by this experience and thank you for your ongoing support for our airline.'

So they apologise that you can't use the voucher online, but you still have to pay the call centre fee! How outragous is that??? basically we can't get out cough together on the website, so we'll make you pay in the meantime.

Poor form Virgin! anything that cannot be done online should have the fee waived by the call centre.

 

[Reg Reagan]

I think it may also depend on the reason for cancellation - e.g. if there are extenuating circumstances such as serious health issues then the staff may use their discretion to waive the contact centre fees & match internet rates but this isn't official policy. Agreed that regardless there shouldn't be cancellation & re-booking fees on a flexi fare especially when the website can't facilitate this process.

 

[serfty]

In which case, purchase the smallest denomination of gift voucher, and the call centre will match the internet fee, as per this VA page (sorry about the link, forum isn't letting me post it verbatim):

What can I spend my Gift Voucher on and how do I book using my Gift Voucher?​

Redeeming your Gift Voucher is simple; when you are ready to make your booking, please call our Guest contact centre and quote your Gift Voucher number. Your booking will be made at the discounted internet rate.
​

(You only need to spend a nominal amount, e.g. $1 off the voucher for them to have to match the Internet fee)

Thank you for that, I have fixed the link.