Changing flight upgraded with points

[flyertom]

I had upgraded a flight a couple of days ago from flexi to business using points. I then was running late for my flight so rang Virgin a few hours before to defer my flight. I was told that if I changed the flight, then I would lose the upgrade and forfeit the points.

They said this was in the terms and conditions of the upgrade. I was not told of this when originally requesting the upgrade and looking at the website ("Redeem Points for a Flight Upgrade") the T&C's at the bottom of the page don't mention anything at all of the forfeiture of points if you decide to change the flight.

This seems a pretty tough condition of Virgin's and doesn't seem like a good way to keep their customer's goodwill. From experience, their competition definitely credit you back the points if you change flights and they can't keep you in business. Am I being misled? Or is there a T&C hidden somewhere that I can't find?

I'm WP on both airlines, and almost always prefer to fly Virgin... but its little things like this and the Virgin Website that are slowly testing my faith!

 

[ChrisCunard]

I've never ever heard of this. I've done this many times and always given full flexibility. I think the person you spoke to was possibly new or in training and got it wrong?

 

[Mondo]

Section 18.1.7 of the T&C's are quite clear -

"18.1.7 If the Member makes any changes or cancellations to their flight after they have redeemed an Upgrade Using Points, any difference in Points owing to the Member will be refunded to their Velocity Frequent Flyer Membership Account."

 

[KCMil]

flyertom I had the exact same scenario 4 weeks ago, running late etc... but as the upgraded ticket is a flexi fare anyway, I just went to the lounge in MEL and said whoops sorry missed the flight. Lounge staff said no problem, next available I can get you onto is 0930, so I did have a bit of a wait but, no forefeit. I avoid the call centres now as they seem to play by strange rules.

 

[markis10]

I avoid the call centres now as they seem to play by strange rules.

I can think of a few travel companies with that issue, seems to be a bad trend.

 

[bawbag]

Similar experience last week, upgraded from flexi to business with points and was told that these points would be automatically credited back if I didn't take the flight.

Turned out I needed to call and have them applied back manually and there was certainly some confusion when calling through to query the points, needed an escalation to a manager to get it sorted.

 

[Shy180]

Never had an issue changing upgraded flights - sounds like an issue with new call center staff not knowing the rules.

 

[flyertom]

Thanks for the great responses. It turns out it was a problem with Corporate Traveller - getting dodgy info out of them when they weren't prepared to do the work.