Cancelling [VA fare rules & COVID-19 uncertainty]

[aspro2]

So tell me, what happens to everyone's travel bank if vigrin goes into administration in a few months time? Is the ACCC going to guarantee the customers will not get shafted?

Neither you nor I nor the ACCC have crystal balls. I'm not arguing with you. Was trying to be informative. As for VA going into administration, again, you have a special crystal ball? Or just Alan Joyce's talking points?

 

[Harthagan]

And I'm not disagreeing. I'm just highlighting one of the obvious implications that you seem to be missing, or avoiding.

Qantas and Jetstar are also offering travel banks to affected travellers, but they don't insist it is the only option, the ACCC statement notwithstanding.

 

[muppet]

The ACCC sees it differently under the current circumstances (see earlier in this thread and others)

I concede the initial advice the ACCC sent out implied consumers get nothing but the advice currently on the website backs away from that “you rights are affected” language. It now highlights you’re expected to get a refund and says in addition to ACL “you may have other remedies” or something like that.

None the less, no government restrictions prevent airlines from flying. Commercial realities grounded planes - completely different under ACL.

I guess it just depends on the individual, if you’re happy to take a credit, good on you - but I think those who want cash back should push for it. (Just my opinion)

 

[AIRwin]

From 9 April, flight changes and credit requests will only be available prior to your flights scheduled departure date. To avoid disappointment, please change your flight date or request a travel credit as early as possible.

COVID-19 information hub

travel.virginaustralia.com

 

[Matt_01]

I posted up thread that I would wait until VA started changing/ cancelling my flights before I took any action, well now they have. I have no intention on calling VA to discuss and will just call my CC provider and commence charge back procedures. It may sound callous and self serving however for many years VA has been happy to charge me fees or fare differences for changes that “were outside of my control”. I am happy to run the gauntlet and risk the VA heavy handed approach to suspend or cancel my membership and I don’t really care as all my points have been transferred to SQ. Having a healthy travel bank balance and status in an airline that has a questionable future is not for me.

 

[roddo12]

Hi Gang

I had an AMEX velocity platinum redemption flight for ANZAC day to go PER->SYD return that weekend. I seem to have two options -
1)refund money into travel bank
2) reschedule flights

With option one; the total shown on "manage booking" is $435.49 - this won't cover a return flight from Per-Syd (at time of booking, cheapest fare was $600 or so return).

I have cancelled my AMEX card so they won't be of help. Is it a better option to reschedule the flight to later in the year?

Thanks!!

 

[Mattg]

Hi Gang

I had an AMEX velocity platinum redemption flight for ANZAC day to go PER->SYD return that weekend. I seem to have two options -
1)refund money into travel bank
2) reschedule flights

With option one; the total shown on "manage booking" is $435.49 - this won't cover a return flight from Per-Syd (at time of booking, cheapest fare was $600 or so return).

I have cancelled my AMEX card so they won't be of help. Is it a better option to reschedule the flight to later in the year?

Thanks!!

It depends if state borders are opened by later in the year... who knows if that will be the case.

When do you have to decide by? Might be better to hold off making a decision as the situation could become clearer over time.

 

[roddo12]

It depends if state borders are opened by later in the year... who knows if that will be the case.

When do you have to decide by? Might be better to hold off making a decision as the situation could become clearer over time.

Flight is scheduled for the 24th. There is so much uncertainty with this virus, and who knows if it will be a good idea to fly interstate later this year - might find myself in 2wk of home isolation!!!

 

[flyingfan]

I have no intention on calling VA to discuss and will just call my CC provider and commence charge back procedures.
...
I am happy to run the gauntlet and risk the VA heavy handed approach to suspend or cancel my membership and I don’t really care as all my points have been transferred to SQ.

Do report back, interested in progress. I fear VA's state seems destined to deteriorate dramatically.

 

[Matt_01]

Do report back, interested in progress. I fear VA's state seems destined to deteriorate dramatically.

I will report back how I go. I waited until VA cancelled my flights and although I did not plan on calling VA it was published on their web site "contact the call center" for refunds. I ended up calling VA just to prove that I had followed their instructions, as expected and reported by others VA would not budge from the refund position and informed me that there was a new commercial contract that over ruled the guest compensation policy and the rules at the time I booked the original flight due to Covid19, the agent could not direct to this "new contract" on their website. I did not get into to much detail or argue with the VA staff member on the other end. I did however record the call.

So far I have 3 charge backs for cancelled flight with my CC provider and I am providing them with the information as requested. I have also informed the CC provider that a refund has been sent to the travel bank however this was not at my request and did not want. With the news that has come to light this afternoon my remaining flights with VA may be a little easier to deal with. I have already taken screen shots to prove I had booked flights and not just travel bank credits.

I suspect it will take some time to finalise and will just have to wait and see what happens.

 

[JohnK]

From 9 April, flight changes and credit requests will only be available prior to your flights scheduled departure date. To avoid disappointment, please change your flight date or request a travel credit as early as possible.

How does that work if Virgin cancels flights? Have they managed to find a little loophole that allows them to keep money for services not provided?

 

[Matt_01]

From 9 April, flight changes and credit requests will only be available prior to your flights scheduled departure date. To avoid disappointment, please change your flight date or request a travel credit as early as possible.

COVID-19 information hub

travel.virginaustralia.com

How does that work if Virgin cancels flights? Have they managed to find a little loophole that allows them to keep money for services not provided?

I don't know if it is a loophole as such, when the flying situation first went south there where a number of airlines that were providing credits for "no shows" I am not sure if VA was one of the airlines as I did not have bookings at the time and so took no interest.

I remember reading the detail that @AIRwin post and assumed that VA had decided to enforce their own "no show" policies and "no shows" would not be re credited. I read it as VA were putting the onus back on the PAX to deal with their travel and not VA cancelling flights.

 

[Harthagan]

What refund options (if any) do customers now have, with virgin entering voluntary administration?

 

[JohnK]

I don't know if it is a loophole as such, when the flying situation first went south there where a number of airlines that were providing credits for "no shows" I am not sure if VA was one of the airlines as I did not have bookings at the time and so took no interest.

I remember reading the detail that @AIRwin post and assumed that VA had decided to enforce their own "no show" policies and "no shows" would not be re credited. I read it as VA were putting the onus back on the PAX to deal with their travel and not VA cancelling flights.

But Virgin did cancel our flights.

Received a text the day before that flights now cancelled and tried calling but could not get through. I wasn't successful in trying to process travel credit. When I tried again the next day it was too late.

Admittedly I should have done something earlier but that still doesn't give Virgin the right to refuse refund or travel credit. I do understand that going into voluntary adminstration is a different kettle of fish but Virgin should have already initiated some sort of travel credit for cancelled flights but instead they are hiding behind some no show policy for flights they've cancelled.

Customer service was never Virgins strong point. Luckily it's only ~$300 but along with ~203,000 Velocity points leaves a sour taste in mouth.

 

[Matt_01]

@JohnK , now you have provided more detail, if it was me I would be getting in touch with your CC provider (if you used one) to get the ~$300 refunded. Getting the 203K FF points back may just be academic given the current state of affairs.

With what is currently being reported on the web as to how much coin VA needs to spend on a weekly just to keep keep the lights on it would appear that some analysts were correct in stating VA will not surive a month.

 

[JohnK]

@JohnK , now you have provided more detail, if it was me I would be getting in touch with your CC provider (if you used one) to get the ~$300 refunded. Getting the 203K FF points back may just be academic given the current state of affairs.

With what is currently being reported on the web as to how much coin VA needs to spend on a weekly just to keep keep the lights on it would appear that some analysts were correct in stating VA will not surive a month.

Unfortunately I used 3 x $100 Velocity gift cards for the bookings and covered the rest with credit card. With latest news I don't hold much hope of getting anything more than a partial Travel Credit if Virgin somehow survives.

 

[Matt_01]

Do report back, interested in progress. I fear VA's state seems destined to deteriorate dramatically.

So I have some news to report. Originally I disputed x3 flight charges and x3 CC charges and then an additional x5 flight charges and x5 CC charges once VA went into adminisataion. A day or 2 after I raised the dispute I could see all the disputed amounts online, what is a bit annoying but I can live with is each dispute is given its own unique reference number (I have 16 in total). I have provided all information requested. At the moment I have received 2 emails saying that D-xx_xx_X7 and D-xx_xx_X9 has been resolved and the funds have been credited to my account.

When I logged into my CC account I can now see that x8 CC charges have been closed. The x8 flight charges have changed from "Waiting on Merchant" (or words similar) to "The disputed amount has been placed on hold while our investigation is in progress". As I have just come to the end of the statement period I noticed that the "Balance Due" is several thousand less than the "Current Balance" and taking into account the new charges it would appear that my CC provider will be honoring the charge backs.

 

[Gold Member]

Were these fully flexible or non-refundable fares Matt_01?

AX didn’t email me status updates or outcomes for my chargebacks. Instead I had to call up or look online in my account activity. Ultimately, they did send a snail mail over a week after the outcome.

 

[Matt_01]

Were these fully flexible or non-refundable fares Matt_01?

AX didn’t email me status updates or outcomes for my chargebacks. Instead I had to call up or look online in my account activity. Ultimately, they did send a snail mail over a week after the outcome.

Non refundable discount business (business saver)

 

[Harthagan]

Thanks for the update and data point. I'm gonna have to do the same thing myself pretty soon, although ironically I paid for all my virgin flights with the velocity high flyer card. Much less likely it will pan out as well for me I'd say.