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Help with Expedia booking on VA via HKG

Bon Bon

Newbie
Joined
Feb 8, 2020
Messages
8
I have already booked ( last December) :

The flights from
Sydney to London via Hong Kong , ( stop over 7 hours )
London to Sydney ( stop over in LA 10 days) in May / June with Virgin

The tickets of these route were issued by Virgin Altantic .

Now Virgin Australia stops flying from Syney to Hong Kong after 2nd of May.

I tried to contact with both Expedia ( online booking ) and Virgin Australia to have alternative arrangements but still waiting for their response.

Please advise me who is responsible to help me regarding this problem ? EXPEDIA, VIRGIN AUSTRALIA or VIRGIN ATLANTIC?

Thanks
 

stm1sydney

Member
Joined
Mar 31, 2018
Messages
344
I was in a similar boat. Called Expedia customer service, they said there was a separate team that handled this type of thing and they would call me back within 48 hours. They did so after approx 53 hours (so not too bad) (Phoenix Arizona number), and offered the standard VA commercial policy for post 1 May bookings: full refund for entire flight booking, or change to another VA destination and pay the fare difference.
 

Bon Bon

Newbie
Joined
Feb 8, 2020
Messages
8
Did you contact expedia via email or phone?
Yes I did. Not easy to contact them as they were busy. After 3 times ( waiting about 1.30 hour ) finally I got them. They told me to wait about one week or until May to have the solution. My departure is 5 th of May. To London 6th of May ( 5.30am ) and connect another flight to Zagreb at 9am.

I have also emailed Virgin Australia and waiting their reply.
 

ftm

Active Member
Joined
Feb 19, 2011
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633
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If the ticket was a VS ticket, then they will just reaccommodate you on CX. They’ll have a commercial policy on it and should not be difficult for Expedia to do. On a VS ticket, the offer shouldn’t be a refund as they have alternative partners.

We’ve had a few to rebook (mainly on the LH/LX/OS RTWs) and all be quite straightforward transfers to CX, or reroutes via SIN for those LH/LX ones.
 

Bon Bon

Newbie
Joined
Feb 8, 2020
Messages
8
If the ticket was a VS ticket, then they will just reaccommodate you on CX. They’ll have a commercial policy on it and should not be difficult for Expedia to do. On a VS ticket, the offer shouldn’t be a refund as they have alternative partners.

We’ve had a few to rebook (mainly on the LH/LX/OS RTWs) and all be quite straightforward transfers to CX, or reroutes via SIN for those LH/LX ones.
Thanks for your advice.
Today I received email from Expedia. They told me to wait about few days for new arrangements.

If the ticket was a VS ticket, then they will just reaccommodate you on CX. They’ll have a commercial policy on it and should not be difficult for Expedia to do. On a VS ticket, the offer shouldn’t be a refund as they have alternative partners.

We’ve had a few to rebook (mainly on the LH/LX/OS RTWs) and all be quite straightforward transfers to CX, or reroutes via SIN for those LH/LX ones.
 

Bon Bon

Newbie
Joined
Feb 8, 2020
Messages
8
I was in a similar boat. Called Expedia customer service, they said there was a separate team that handled this type of thing and they would call me back within 48 hours. They did so after approx 53 hours (so not too bad) (Phoenix Arizona number), and offered the standard VA commercial policy for post 1 May bookings: full refund for entire flight booking, or change to another VA destination and pay the fare difference.
Sorry I did not see your post . How about your decision about the trip? Take Refund or change Route? I am still waiting for their reply? and your ticket is issued by VA or VA ? As I got advice from this forum if the ticket is from VA the only option is changing to Cathay from Sydney to Hong Kong .
I was in a similar boat. Called Expedia customer service, they said there was a separate team that handled this type of thing and they would call me back within 48 hours. They did so after approx 53 hours (so not too bad) (Phoenix Arizona number), and offered the standard VA commercial policy for post 1 May bookings: full refund for entire flight booking, or change to another VA destination and pay the fare difference.
 
Joined
Apr 27, 2005
Messages
20,248
Sorry I did not see your post . How about your decision about the trip? Take Refund or change Route? I am still waiting for their reply? and your ticket is issued by VA or VA ? As I got advice from this forum if the ticket is from VA the only option is changing to Cathay from Sydney to Hong Kong .
I think the other poster might have been flying to Hong Kong only - in which case the 'refund or change destination' makes sense. As you are flying through to London, the choice would either be a full refund, or accept the alternative means of getting you to HKG to catch you Virgin Atlantic flight.

I'd wait the couple of days for Expedia to get back to you.
 

Bon Bon

Newbie
Joined
Feb 8, 2020
Messages
8
I think the other poster might have been flying to Hong Kong only - in which case the 'refund or change destination' makes sense. As you are flying through to London, the choice would either be a full refund, or accept the alternative means of getting you to HKG to catch you Virgin Atlantic flight.

I'd wait the couple of days for Expedia to get back to you.
Thank you. I will let you know the news from Expedia.

Honestly I prefer Refund option as I will get trouble with my cruise in Europe if transit via Hongkong.
 

stm1sydney

Member
Joined
Mar 31, 2018
Messages
344
My flight was SYD/HKG/TPE in Nov, VA and BR, ticket issued by VA. BR is an interline partner not an actual partner of VA. I was not offered an alternative carrier to HKG, but in any case, a refund was the better option for me, and then I just rebooked on SQ SYD/SIN/TPE. Cost me a bit more though. This is the better option for me, as VA WP.

Expedia has by email yesterday confirmed that the refund is now being processed.

I never waited more than a few minutes on hold to Expedia (I also made a couple of separate calls in relation to the accommodation booking to try and get that moved by a day). Try the "Expedia Rewards Gold" number: 1800 796 091.
 

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