Cancelling [VA fare rules & COVID-19 uncertainty]

[jonboixxx]

Phone call dropped after 1hr40 min on hold. Yay.

Trying now via Facebook, maybe a written communication will be better. I've requested a travel credit but if VA goes bankrupt over this anyway, it won't matter!

If flight is within 48 hours, need to email [email protected] . At least then there will be a record.

 

[jpp42]

If flight is within 48 hours, need to email [email protected] . At least then there will be a record.

Ah, didn't know about that until too late
When I messaged on Facebook yesterday, there was an auto-reply that indicated I could provide my booking ref & details and they would respond if the flight was in less than 24h, which it was, but I never got anything. So I didn't check in and didn't fly, but at least have *some* record. Not sure what will happen but I guess at this point it's moot as it was less than $200 and I'll just have to eat it.

 

[maccaisking]

Just cancelled 2 flights for elderly relatives in March/April. The link from the VA home page says all flights can be refunded to travel credit regardless of booking date. The credits haven't appeared in travel banks yet, and the flights still show as active so I am hoping that these cancellations are batched. Trying to cancel via manage my booking wanted to charge a fee...

 

[knagelli]

We have upcoming flights to Cairns around the Easter weekend , not sure when will the best time to pull the plug and cancel the flights looking the updates. Plan to wait until last week of March , will that to little too late for cancellations ?

 

[AIRwin]

The VA website advises:

If you are unable to get through to our Guest Contact Centre before your flight departs, we will still honour your travel credit.​

 

[jonboixxx]

We have upcoming flights to Cairns around the Easter weekend , not sure when will the best time to pull the plug and cancel the flights looking the updates. Plan to wait until last week of March , will that to little too late for cancellations ?

Not too late. They are currently asking only for contact within 24 hours of flight.

I just tried using their Travel Bank Credit Request form page, but it is currently stating;

"We are unable to process your cancellation at this time.

If your flight is due to depart within 24 hours, please contact our Guest Contact Centre 13 67 89. Please continue to monitor our website for the latest information."

 

[Pushka]

* urgent@v

Not too late. They are currently asking only for contact within 24 hours of flight.

I just tried using their Travel Bank Credit Request form page, but it is currently stating;

"We are unable to process your cancellation at this time.

If your flight is due to depart within 24 hours, please contact our Guest Contact Centre 13 67 89. Please continue to monitor our website for the latest information."

And that's the contact number that when you select that you are travelling within 24 hours, tells you via recorded voice they are too busy then it hangs up.

 

[jonboixxx]

And that's the contact number that when you select that you are travelling within 24 hours, tells you via recorded voice they are too busy then it hangs up.

Correct, so when my flights come up I'll be using the [email protected] email address and trying the online credit form again. At least they're now saying they'll honour travel credit if you can't get through.

 

[Pushka]

Correct, so when my flights come up I'll be using the [email protected] email address and trying the online credit form again. At least they're now saying they'll honour travel credit if you can't get through.

This is the response from that Urgent email. They have stated their call centre is closed!

"Due to new government restrictions in the Philippines requiring home isolation, our call Centre is currently unavailable. PLEASE only contact us if you have a flight departing within the next 48hrs and require assistance with a change or cancellation."

 

[Harthagan]

Are they even still flying international routes? Given the latest travel advice of no international travel I'd assume that refunds should be automatic anyway without the need to call up. Domestic travel is obviously a different story.

 

[AIRwin]

Are they even still flying international routes?

All international flying suspended from 30 March to 14 June. There are still people (including fellow AFFers and their family) trying to return to Australia...

 

[Harthagan]

All international flying suspended from 30 March to 14 June. There are still people (including fellow AFFers and their family) trying to return to Australia...

Yes and if those emergency cases were the only ones calling up i daresay the call line wait times wouldn't be half as bad. I don't see anyone in this thread claiming to be stranded overseas, allbeit that the updated travel warnings only went into affect as of this morning.

 

[jonboixxx]

This is the response from that Urgent email. They have stated their call centre is closed!

"Due to new government restrictions in the Philippines requiring home isolation, our call Centre is currently unavailable. PLEASE only contact us if you have a flight departing within the next 48hrs and require assistance with a change or cancellation."

Yeah, I'd hate to be dealing with that mess. Probably why they had to post that they'll honour travel credits.

 

[Pushka]

Yes and if those emergency cases were the only ones calling up i daresay the call line wait times wouldn't be half as bad. I don't see anyone in this thread claiming to be stranded overseas, allbeit that the updated travel warnings only went into affect until as of this morning.

The call centre is closed.

 

[Harthagan]

The call centre is closed.

The one in the Philippines or all?

 

[Pushka]

The one in the Philippines or all?

I suspect all of them. That's what it said in their reply to "urgent@....

 

[SydneySwan]

Are they even still flying international routes? Given the latest travel advice of no international travel I'd assume that refunds should be automatic anyway without the need to call up. Domestic travel is obviously a different story.

You would think so but I suspect they will want to hang onto the money and push travel credit if possible. I have a booking for 2 to Japan and back in May. This is obviously not happening but I will want to do the trip in late August if the situation permits. I would prefer to be able to choose the most suitable flight option from all carriers rather than have to choose a Virgin flight where they may only be flying 2 or 3 times per week.

 

[serfty]

The one in the Philippines or all?

I suspect all of them. That's what it said in their reply to "urgent@....

No - only the Manila call centre is closed. I guess it was doing the brunt of the work.

More here: Virgin Australia's Manila call centre closed [expect longer delays]

 

[Jurahn]

I have flights HBA-MEL-CBR return in May which will probably end up having to be cancelled, especially if the 14-day self isolation is still in place then for those returning to Tasmania, let alone the risk of exposure to the virus during travel, as the intention of the trip was to visit my elderly father. Outbound (Elevate fare upgraded with points) and inbound (full Business fare) flights are on separate PNRs. It seems from VA's website and the comments on forums and Facebook that VA are only allowing a Travel Bank Credit request for cancellations, and fair enough for the fares which only permit this, but what about fares (such as Freedom and Business) which are entitled to refund to original form of payment? There's obviously no point in trying to contact VA at the moment, so wondered whether anyone has been able to cancel eligible fares and get a refund instead of a credit? When I tried to cancel a fare online last year (J fare booked directly with VA, no special requirements etc), I got the "Can't be cancelled online, contact the GCC" message, so I assume the same would happen this time if I attempted it.

Not happy about having the money tied up in the Travel Bank with no idea when I'll be able to travel again.

 

[Must...Fly!]

If your fare permits a refund, you will get a refund.