Cancelling [VA fare rules & COVID-19 uncertainty]

[aspro2]

Has anyone canceled SQ flights that were made with VA points. There seems to be no mention of this on the VA site and I would expected the points to come back and the fees taxes to be credited back to the original payment method and not the travel bank.

I posted about this yesterday. Virgin has started sending out emails about award flights on partners (SQ as well, in my case). Full refund/recredit.

 

[aspro2]

@Jurahn , "Freedom" fares generally only provide for a full refund to your travel bank - if you want the actual $$$ there is a fee. ($90?).

If you are on a full business fare using the J fare bucket then you should be able to obtain a refund to your original method of payment.

From a consumer law perspective, I can't see how the airlines can only provide credit rather than refund for a "voluntary" cancellation of their own services (ie, not requested by the consumer), regardless of the original booking terms.

 

[Matt_01]

I posted about this yesterday. Virgin has started sending out emails about award flights on partners (SQ as well, in my case). Full refund/recredit.

Thanks for the information and that is the outcome I am after. SQ has not yet cancelled the flight but suspect they will it was made with VA points. I was just looking to cancel now as VA will allow for cancellations up to 30 June. I have not received an email from VA.

 

[Rubix]

Has anyone canceled SQ flights that were made with VA points. There seems to be no mention of this on the VA site and I would expected the points to come back and the fees taxes to be credited back to the original payment method and not the travel bank.

I have cancelled one VA flight with points a week back. No email confirmation, no sign of the taxes to come back. All I have is the word from the lady that helped me on the phone.

Post automatically merged: Mar 22, 2020

It seems passengers with award bookings have received refund emails about cancelled flights as late as June. I have flights that have been cancelled for April and May (all revenue fares) and still have not received a single email.

I'd be curious if anyone has received an email regarding a cancelled revenue fare for flights affected in April or beyond.

No, I have not received any communication after the phone call for April flights. Who knows?!

 

[Matt_01]

All I have is the word from the lady that helped me on the phone.

You must have got in prior to the CC being closed.

 

[Rubix]

You must have got in prior to the CC being closed.

I did try to call back today about a flight tomorrow BNE>AKL and I got the closed message you mention.

 

[aspro2]

Thanks for the information and that is the outcome I am after. SQ has not yet cancelled the flight but suspect they will it was made with VA points. I was just looking to cancel now as VA will allow for cancellations up to 30 June. I have not received an email from VA.

Ah, if SQ hasn't cancelled the flight, then your itinerary is still valid, surely? In that case you presumably won't get an email.

 

[knagelli]

We have an upcoming flight MEL to CNS for Apr 9th however the MEL to CNS service is suspended temporarily starting Apr 1st. When will be the right time to call them about the eventual cancellation coming our way ?

 

[Rubix]

We have an upcoming flight MEL to CNS for Apr 9th however the MEL to CNS service is suspended temporarily starting Apr 1st. When will be the right time to call them about the eventual cancellation coming our way ?

It currently states within 48 hours of your flight atm. Call centre shut down atm. Good luck!

 

[Punky]

From a consumer law perspective, I can't see how the airlines can only provide credit rather than refund for a "voluntary" cancellation of their own services (ie, not requested by the consumer), regardless of the original booking terms.

The ACCC says:

• If your travel is cancelled the ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, in most circumstances.
• However, if your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees.

COVID-19 (coronavirus) information for consumers

English and translated into Arabic لعربية, Chinese simplified 简体中文, Chinese traditional 繁體中文, Greek Ελληνικά, Hindi हिन्दी, Italian Italiano, Korean 한국어, Macedonian македонски, Punjabi पंजाबी, Spanish Español, Turkish | Türkçe, Vietnamese Tiếng Việt.

www.accc.gov.au

Reads to me that the ACCC may accept a credit in the circumstances...

 

[Harthagan]

Cancelled Flights: Am I Entitled to a Refund?

If you've booked an international flight for travel in April or May, your flight will almost certainly be cancelled.

www.australianfrequentflyer.com.au

So virgin are in effect claiming FM as grounds for not refunding passengers for cancelled flights. Only airline to be doing so in this crisis. I guess that explains why they (unlike Qantas) are managing to avoid making any significant layoffs, despite the fact they are hardly flying any planes.

Talk about robbing Peter to pay Paul!

 

[Must...Fly!]

Cancelled Flights: Am I Entitled to a Refund?

If you've booked an international flight for travel in April or May, your flight will almost certainly be cancelled.

www.australianfrequentflyer.com.au

So virgin are in effect claiming FM as grounds for not refunding passengers for cancelled flights. Only airline to be doing so in this crisis. I guess that explains why they (unlike Qantas) are managing to avoid making any significant layoffs, despite the fact they are hardly flying any planes.

Talk about robbing Peter to pay Paul!

Where is the proof they are the only ones?

Qantas haven't publicly said anything, you are assuming their policy of which Virgin's is essentially the same during normal times, still applies.

 

[Harthagan]

Did u read the linked article?

"if you booked a flight departing from Australia with an Australian airline, Australian Consumer Law continues to apply. In our view, under Schedule 2 of the Competition and Consumer Act 2010 (Australian Consumer Law), you should be entitled to a refund for services that are not provided.

Qantas and Jetstar agree, and appear to be offering refunds to passengers who are booked on flights that have been cancelled."

 

[Must...Fly!]

Did u read the linked article?

"if you booked a flight departing from Australia with an Australian airline, Australian Consumer Law continues to apply. In our view, under Schedule 2 of the Competition and Consumer Act 2010 (Australian Consumer Law), you should be entitled to a refund for services that are not provided.

Qantas and Jetstar agree, and appear to be offering refunds to passengers who are booked on flights that have been cancelled."

I missed that, went straight to the Qantas sub-heading which only mentions "we expect".

But with respect to AFF their view/interpretation of Section 2 is entirely irrelevant. The ACCC has formed a view that this circumstance is regarded as FM and therefore ACL clauses relating to refunds do not apply.

 

[Harthagan]

I missed that, went straight to the Qantas sub-heading which only mentions "we expect".

But with respect to AFF their view/interpretation of Section 2 is entirely irrelevant. The ACCC has formed a view that this circumstance is regarded as FM and therefore ACL clauses relating to refunds do not apply.

The ACC say:

"However, if your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees."

The ACCC don't go on to say how it impacts.

The point in the AFF article is a valid one that the travel advice from the government does not constitute a ban on flying. Airlines are still operating based on supply and demand and their cancellations or otherwise are a reflection of those forces. That the demand has been impacted by the government's advice not to fly shouldn't change anything to do with rights under consumer law.

But surely the point (at least for me) is that Qantas and Jetstar are doing the right thing by their passengers by giving them refunds for the cancelled flights. Whereas Virgin seem determined not to.

In times like these when no one knows if Virgin will even come out the other side alive or when things will be BAU again, the difference between a travel bank and a refund is like night and day!

 

[Must...Fly!]

The ACC say:

"However, if your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees."

The ACCC don't go on to say how it impacts.

The point in the AFF article is a valid one that the travel advice from the government does not constitute a ban on flying. Airlines are still operating based on supply and demand and their cancellations or otherwise are a reflection of those forces. That the demand has been impacted by the government's advice not to fly shouldn't change anything to do with rights under consumer law.

But surely the point (at least for me) is that Qantas and Jetstar are doing the right thing by their passengers by giving them refunds for the cancelled flights. Whereas Virgin seem determined not to.

In times like these when no one knows if Virgin will even come out the other side alive or when things will be BAU again, the difference between a travel bank and a refund is like night and day!

I understand that a refund is far more valuable than a travel bank right now. But this post indicates that the ACCC believes airlines are behaving appropriately.

Qantas Revenue booking cancellations (under covid19)

See my post 207 re cancelling reward flights and getting refunds last night. Basically, I just asked for them and got them after 3.5 hours on hold. When should I see the points back in my QF acct?

www.australianfrequentflyer.com.au

The ACCC state the following on their website;

• If your travel is cancelled the ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, in most circumstances.
• However, if your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees.
• You may still be entitled to a refund under the terms and conditions of your ticket.
• You should contact the business directly to request a refund or other remedy such as a credit note or voucher.
• The ACCC encourages all businesses to treat consumers fairly in these exceptional circumstances.

I would personally interpret that as if you booked a refundable fare, you are absolutely entitled to a refund. If you booked a non-refundable airfare, you are entitled to a credit but not a refund as the event that is impacting your travel is (certainly) not within the control of the airline.

I would say it's similar to weather delays to a flight. Most carriers will not provide complimentary accommodation if weather is the cause of your delay, because it is out of their control - even if it may still be possible to fly, perhaps slot restrictions mean that they can not.

 

[Dee#]

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.
So I have filled in the compliments/complaints form with all the Details as the website sends you around and around and there is no general enquiries form. The response once posted says they will try to see to platinum first.

 

[knagelli]

I have flights that have been cancelled for April and May (all revenue fares) and still have not received a single email.

I have a flight for 9th April from MEL to CNS which is going to be suspended effective 1st Apr 2020 however no communication yet. As it is an elevate fare , hopes of getting cash refund looks unlikely and travel bank credit is in waiting. Have tickets worth $1870.

 

[SeaWolf]

Question for those that have gone down the Travel Bank route, when does the expiry get set to?
I know it's a year in total but is it 1 year from:

• The date you bought the original ticket
• The date you were scheduled to start flying the ticket
• The date the credit is put into the travel bank

 

[AIRwin]

Question for those that have gone down the Travel Bank route, when does the expiry get set to?

Travel credits are valid for 12 months from the date of issue and will expire on the date that is 12 months from the original date of issue to your Travel Bank:
https://www.virginaustralia.com/au/en/terms-conditions/travel-bank/
Refer clause 3.1