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Cancelling [VA fare rules & COVID-19 uncertainty]

idanzzz

Newbie
Joined
Jun 17, 2019
Messages
7
Hi All,
just wanting to know as its not really clear in this situation, if i purchase a Premium Saver (Premium Economy ticket) Syd-Sing for November and the virus situation is still out of hand - will i be able to cancel the flight and will I be charged for this?
 

SuzieQ68

Member
Joined
Jun 5, 2012
Messages
366
You will need to check the fare rules of the ticket as you go through the purchase process. You will be able to see what the fare rules are at the point of selecting flights. I just looked at random dates for November in Premium Saver (Syd-Sin) and the following fare rules for Premium Saver are applicable. In effect, to cancel will cost you $260 except under Australian Consumer Law in 'certain circumstances' (which I have no idea what this would cover). I would assume that any ticket purchased post 23 January 2020 cannot be cancelled for a full refund (due to Covid-19) given that we are all aware of it.

CANCELLATIONS

CHARGE AUD 260.00 FOR CANCEL/REFUND.
WAIVED FOR DEATH OF PASSENGER OR FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
CANCELLATIONS MUST BE MADE 24 HOURS PRIOR TO
FLIGHT SCHEDULED DEPARTURE.
--------
YOU MAY ALSO BE ENTITLED TO A REFUND UNDER THE
AUSTRALIAN CONSUMER LAW IN CERTAIN CIRCUMSTANCES.

CHANGES/CANCELLATIONS

CHARGE AUD 260.00 FOR NO-SHOW.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
BOOKING MUST BE CHANGED/CANCELLED AT LEAST 24
HOURS PRIOR TO FLIGHT SCHEDULED DEPARTURE TIME.
CONSIDERED AS NO-SHOW IF CHANGE/CANCELLATION
IS MADE WITHIN 24 HOURS PRIOR TO FLIGHT
SCHEDULED DEPARTURE TIME.

-------
ANY RESIDUAL VALUE MUST BE CLAIMED WITHIN 90
DAYS OF SCHEDULED DEPARTURE OTHERWISE ANY FARE
PAID WILL BE FORFEITED.
----------
YOU MAY ALSO BE ENTITLED TO A REFUND UNDER THE
AUSTRALIAN CONSUMER LAW IN CERTAIN CIRCUMSTANCES.
 

idanzzz

Newbie
Joined
Jun 17, 2019
Messages
7
You will need to check the fare rules of the ticket as you go through the purchase process. You will be able to see what the fare rules are at the point of selecting flights. I just looked at random dates for November in Premium Saver (Syd-Sin) and the following fare rules for Premium Saver are applicable. In effect, to cancel will cost you $260 except under Australian Consumer Law in 'certain circumstances' (which I have no idea what this would cover). I would assume that any ticket purchased post 23 January 2020 cannot be cancelled for a full refund (due to Covid-19) given that we are all aware of it.

CANCELLATIONS

CHARGE AUD 260.00 FOR CANCEL/REFUND.
WAIVED FOR DEATH OF PASSENGER OR FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
CANCELLATIONS MUST BE MADE 24 HOURS PRIOR TO
FLIGHT SCHEDULED DEPARTURE.
--------
YOU MAY ALSO BE ENTITLED TO A REFUND UNDER THE
AUSTRALIAN CONSUMER LAW IN CERTAIN CIRCUMSTANCES.

CHANGES/CANCELLATIONS

CHARGE AUD 260.00 FOR NO-SHOW.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
BOOKING MUST BE CHANGED/CANCELLED AT LEAST 24
HOURS PRIOR TO FLIGHT SCHEDULED DEPARTURE TIME.
CONSIDERED AS NO-SHOW IF CHANGE/CANCELLATION
IS MADE WITHIN 24 HOURS PRIOR TO FLIGHT
SCHEDULED DEPARTURE TIME.

-------
ANY RESIDUAL VALUE MUST BE CLAIMED WITHIN 90
DAYS OF SCHEDULED DEPARTURE OTHERWISE ANY FARE
PAID WILL BE FORFEITED.
----------
YOU MAY ALSO BE ENTITLED TO A REFUND UNDER THE
AUSTRALIAN CONSUMER LAW IN CERTAIN CIRCUMSTANCES.
Thanks Suzie :) do you think that’s per leg or per actual flight ?
 

SuzieQ68

Member
Joined
Jun 5, 2012
Messages
366
Thanks Suzie :) do you think that’s per leg or per actual flight ?
Great question. I’d say it’s for the whole ticket but it doesn’t actually clarify that on the fare rules. I’d suggest contacting VA and asking the question - would love to know myself. Sorry I can’t provide more certainty.
 

deangelj

Junior Member
Joined
Dec 10, 2013
Messages
38
Virgin
Platinum
Has anyone called VA to look at options regardless of the fare rules? Are they likely to bend the rules by t least giving you credit against future travel? I have some overseas travel booked for my son's wedding in June and am travelling with my elderly mother. My son is likely to now re-schedule the wedding but even if it goes ahead I'm not sure my mum will risk the travel with COVID-19. We've bought Premium Saver tickets as well.
 

ja1

Member
Joined
Mar 17, 2015
Messages
271
if it goes ahead I'm not sure my mum will risk the travel with COVID-19. We've bought Premium Saver tickets as well.
Given your status, I'd definitely be giving VA a call and seeing what they can do for you. You already know the worst case (which are spelling out in the PS T&Cs) so your upside is all there if VA agree to a full refund even if it's just into a travel bank..
 

EzioAuditore

Junior Member
Joined
Sep 3, 2019
Messages
14
Flights
My Map
Given the US airlines are relaxing the refund and change rules for any future bookings this month to ease uncertainty and doubt among flyers. Australian carriers should do the same if they want to increase their cash flow because we want to travel but we don't want to lock ourselves into fares with high change/cancel fees in this current environment.

Update: Qantas group starts to waive fees from now for future bookings. Surely VA will follow suit ?
 
Last edited:

cqtiger

Member
Joined
Feb 21, 2019
Messages
188
Flights
My Map
Your tier status counts a lot. I am platinum velocity and they always refund to travel credit. Only bronze with qantas and they don’t bend any rules for me
 

woodborer

Active Member
Joined
Nov 17, 2013
Messages
996
Has anyone called VA to look at options regardless of the fare rules? Are they likely to bend the rules by t least giving you credit against future travel? I have some overseas travel booked for my son's wedding in June and am travelling with my elderly mother. My son is likely to now re-schedule the wedding but even if it goes ahead I'm not sure my mum will risk the travel with COVID-19. We've bought Premium Saver tickets as well.
Policy as of today

Virgin Australia guests with new or existing international bookings for travel from 10 March through to 30 June 2020 have the option to change their flight to a later date and/or to a different destination, without incurring a change fee. Please note, guests will still be required to pay any fare difference or applicable taxes should the same booking class/fare not be available on the date they wish to rebook.
 
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deangelj

Junior Member
Joined
Dec 10, 2013
Messages
38
Virgin
Platinum
thanks for the replies. Yes as advised above, VA said that I could change flights or cancel with money into a travel bank. If booked through an agent I need to check via the agent.
 

Mogul

Active Member
Joined
Feb 22, 2010
Messages
638
Anyone tried getting points refunded.

I have a trip booked with my Sales Manager to a trade show in Europe flying Singapore J in June on points, trade show will more than likely be cancelled.
 

SydneySwan

Established Member
Joined
Jan 12, 2014
Messages
1,604
Qantas
LT Silver
I have VA flights booked SYD - BNE - HND return in May with the youngest cygnet. I generally book direct but booked through Flight Centre last December as we had a couple of gift cards to use up and regarded this as a 100% firm, definite, not to be changed trip. My crystal ball is obviously faulty.

We would prefer to keep the trip on current dates but if Japan is going to be largely closed or we are going to face 14 days of self-quarantine on return (a disaster for the cygnet) then we will have to move it to the next uni semester break at end August. So I am very grateful for VA introducing this waiver.

I rang FC last night to clarify rules and it wasn't easy. The operator agreed that I can change the flights fee-free as FC waives their charges if the airline does saving $200 VA fee and $75 FC fee per person. BUT that I would have to fly before June 30. After much debate and referral to a supervisor she agreed that flights can be any date within 1 year of ticket purchase or even a different international destination but that if fares had increased I would have to pay the difference. Fair enough.

I have Getaway tickets which have softened in price around 10% since I bought mine. I asked FC to price up a couple of dates. I was astonished to then be told that as the new dates are cheaper in Getaway than I paid i would have to upgrade to the next available fare category Elevate which on those dates are nearly double my fare as they cannot process a cheaper fare (one of the fare rules she said). This would effectively make my change fees $600 per person! I wasn't expecting a refund if I moved to a cheaper date but this potential outcome seems ridiculous and not in keeping with the spirit of the change waiver policy.

Has anyone else experienced this? Is it even correct? I tried talking to VA but as I booked through FC they won't process or even discuss the booking with me - the agent has all the info, etc. They can ring VAif there is a query, etc.

VA have yet to kick-off their service to Tokyo and there must be some chance they will defer. If that happens presumably I can refuse any alternatives they offer and claim a refund. Then I could book again on any carrier in August. Or VA could waive this upgrade to a higher fare rule and keep my money and we will fly with them in August. I would like to support VA if possible.

Anyone have any thoughts on this?
 

serfty

Veteran Member
Moderator
Joined
Nov 16, 2004
Messages
42,951
Qantas
Platinum
Virgin
Platinum
Flights
My Map
I have VA flights booked SYD - BNE - HND return in May with the youngest cygnet. I generally book direct but booked through Flight Centre last December as we had a couple of gift cards to use up and regarded this as a 100% firm, definite, not to be changed trip. My crystal ball is obviously faulty.
...
Anyone have any thoughts on this?
This was recently posted;

Reducing the daily Brisbane to Haneda service to three times per week from 29 March until 3 May.
 

SydneySwan

Established Member
Joined
Jan 12, 2014
Messages
1,604
Qantas
LT Silver
Reducing the daily Brisbane to Haneda service to three times per week from 29 March until 3 May.
It looks like a watching brief then. Our outgoing flights are Saturday May 16 and return on Sunday May 31.
 

Deon

Junior Member
Joined
Apr 15, 2017
Messages
21
Virgin
Platinum
I have an AUS-USA trip booked for next month which is looking less and less likely by the day.

It's a flexible fare so I'm not worried if I have to change/cancel it, but what does concern me is I was relying on that trip to keep me at Platinum since my anniversary date is early May.

Given the current climate, how likely do you think Virgin will be to take this into consideration? I saw some hotel chains and airlines in other countries are extending status by a year, but I'd even settle for just pausing mine until we can travel again. Thoughts?
 

opusman

Senior Member
Joined
Jun 27, 2006
Messages
5,867
Civilisation is ending and you're worried about your status?! ;)
 

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