Change of flights on the most restrictive airfares

[JohnK]

It is not often that I ask for things to happen but this is one of those times.

One of my work colleagues, who is a really nice bloke, lives in Ballarat but obviously works with me in Brisbane. He was due to fly BNE-MEL today and return on April 10 which is the day after Easter Monday.

He just received an email that his son has been diagnosed with a severe form of gout which has readings worse than adults.

He went to Brisbane airport today to ask if it was possible to change his flight from April 10 to April 16 so he can attend doctors appointments etc with his son. He was told at the airport no as his ticket does not allow changes. He also mentioned to me that this was in the in the terms and conditions.

When did this happen? I have never had an issue changing any Virgin flights as long as I paid the change fee. And when I spoke to him I explained the same thing to him.

We are not looking for a "free" change but I believe he should be able to change his flight from April 10 to April 16. All he wants is to be there for his son. Is this too much to ask?

He is thinking about buying a new airfare anyway but I just thought it would not hurt to ask if any Virgin representative on AFF can assist.

If anyone can assist then I would appreciate a PM and forward any details required.

Again apologies as I do not like asking for assistance but I believe in this situation it is warranted.

Thanks for reading this post....

 

[markis10]

Jump online and do the change, should not be an issue, worst case is a credit voucher.

 

[JohnK]

He has already taken the first leg of the itinerary today so I am not sure how the Virgin website works in this respect.

I told him to call the call centre and see what they say. But I also want to be able to help.

If I can....

 

[leemin]

Maybe give him the number for the Gold/Plat call center failing a response here from VFF? Might have a more productive conversation..


Sent from my iPhone using Aust Freq Fly app

 

[JohnK]

Unfortunately he does not have any status with any airline which is why I am appealing here.

By the way I have never had an issue changing any Virgin flight as long as I paid the change fee.

And just in case anyone thinks, I am not trying to avoid him paying change fee. Just trying to help him get new flights and be there for his son....

 

[leemin]

I'd try the premium call center anyway. He can play dumb. "Oh, this is the Gold number? Sorry I was just given it by a friend. Any chance you could help me out just this once?"

 

[JohnK]

Sorry jlm. I was hoping we could solve the issue without him having to lie.

 

[markis10]

Just ring the service centre, it's not an issue.

 

[JohnK]

Mark, that is the advice I gave him but Virgin customer service at the airport were adamant that it was not possible to change flights. Full stop.

If it is OK to change flights then he should not have received this useless piece of information at the airport as he is not a frequent flyer and he was going to book another flight at the exhorbitant rates on website now....

 

[mannej]

Mark, that is the advice I gave him but Virgin customer service at the airport were adamant that it was not possible to change flights. Full stop.

If it is OK to change flights then he should not have received this useless piece of information at the airport as he is not a frequent flyer and he was going to book another flight at the exhorbitant rates on website now....

Just wondering your friend not being a frequent flyer, if he did not fully understand the information at the airport?
Perhaps it wasn't possible to change it there (flight not being under airport control, spoke to the wrong person etc who knows), but perhaps a phone call may be able to help them.

Just putting it out there.

 

[JohnK]

I really don't know if the airport actually understood his request.

I have asked him to talk to customer service.

Either way he is not coming back until a week later but it would be nice to get things sorted. Does not look like it will happen before Easter though as everyone has gone on holidays....

 

[misstam]

Sorry to hear of your work mate's predicament - it seems odd, even the cheapest saver fares are date/time changeable (I've had to change a few lately, with just the usual change fee & any fare difference).

Perhaps the difference is that he's commenced the trip - saver fares allow for changes up to 24hrs prior - however, it's still not 24hrs before the flight he wanted changed.

The only suggestion i can think of, is did he take out the optional ticket/baggage insurance? If so, he may be able to cancel & be refunded due to his son's illness.

from https://insurance.virginaustralia.com/ticketandbaggage :
Cover for the cost of prepaid Virgin Australia tickets which you have had to cancel if your journey is cancelled or shortened at any time through circumstances neither expected nor intended by you and which are outside your control, such as:

• Sickness
• Injuries
• Strikes
• Collisions
• Retrenchment
• Natural Disasters

 

[Major]

According to the T&C's a Saver fare can be changed for $60 online or $80 via the call centre

Domestic Fees and Surcharges | Virgin Australia

I'm not sure why your mate's flight cannot be changed with the appropriate fee

 

[`X']

If he is not trying to change todays sector, but his return then yes he can still change this online. I do it all the time for clients bookings.

Just tell him to log in and do it. Todays sector though, not a chance!

 

[JohnK]

He is not trying to change todays sector. He is trying to change Tuesdays flight.

Perhaps he has been able to change it online....