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VA no longer issuing credits to travelbank (or anywhere else)

bcworld

Established Member
Joined
May 26, 2010
Messages
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New email update:

Thank you for your patience as we waited for further direction from the administrators regarding your request for a refund or travel credit.

As Virgin Australia Airlines is in voluntary administration, our ability to provide a refund or travel credit for cancelled flights and other services is affected.

Due to the current circumstances, we are unable to offer refunds or a travel credit for cancelled flights if you purchased your ticket before the relevant Virgin Australia Group entities entered into voluntary administration on 20 April 2020.

However, the administrators have arranged for a conditional credit to be provided to you for use on domestic flights operated by Virgin Australia Airlines or Virgin Australia Regional Airlines during the period of administration.

Your conditional credit will be for the same amount paid for your original ticket, comprising the cost of the fare for the flight and taxes (excluding fees), and the fees paid for ancillary services to be provided by the airline.

In order to use your conditional credit, you will need to call our Guest Contact Centre on 13 67 89 (if calling from within Australia) or +61 7 3295 2296 (if calling from outside Australia) to book your travel.

Initially, conditional credits will be valid for travel during the period of administration; however, depending on how the business is structured in the future, a new owner may honour these credits after administration.

If you choose not to use the conditional credit, your rights will depend on the outcome of the administration process. At this stage, it is expected that this will be finalised by, at the latest, mid-August, although this date may change. Further information about the administration process including what rights you have during this process and how to contact the administrator is available here.

Further information about conditional credits and how they can be used is available here.

Thank you for your continued support and we look forward to having you fly with us again soon.

Virgin Australia
 

bigbadbyrnes

Member
Joined
Oct 24, 2011
Messages
235
I spoke to GCC recently, explained the proposed flight change cut my trip in half and therefore was unsuitable. Staff member admitted that the service could not be provided as originally booked - no flights on Friday connecting BNE with PER, only Thurs or Sat, neither of which will meet requirements, and are significantly different from the flight as originally booked.

GCC offered to 'put in a request for a travel credit', I explained I think this qualifies as 'major failure' under
Consumer Guarantees and Refunds - Understanding your rights | Virgin Australia

and I requested in writing. GCC explained that I need to complete feedback form on VA website to initiate conversation in writing.

Completed form - we'll see how I go. The GCC admitted the flight as booked cannot be provided by VA - and that the only alternatives are so significantly different as to be unsuitable, I think that's grounds for a chargeback.
 

Mexpirate

Junior Member
Joined
Apr 14, 2019
Messages
38
I spoke to GCC recently, explained the proposed flight change cut my trip in half and therefore was unsuitable. Staff member admitted that the service could not be provided as originally booked - no flights on Friday connecting BNE with PER, only Thurs or Sat, neither of which will meet requirements, and are significantly different from the flight as originally booked.

GCC offered to 'put in a request for a travel credit', I explained I think this qualifies as 'major failure' under
Consumer Guarantees and Refunds - Understanding your rights | Virgin Australia

and I requested in writing. GCC explained that I need to complete feedback form on VA website to initiate conversation in writing.

Completed form - we'll see how I go. The GCC admitted the flight as booked cannot be provided by VA - and that the only alternatives are so significantly different as to be unsuitable, I think that's grounds for a chargeback.
Got the same spiel about that form, a month later and still zero response so I wouldn't hold your breath, they know that putting the facts in writing increases the chances of a chargeback. Was due to fly to the UK today, will be filing a chargeback claim tomorrow

You get no record of the content of any message sent to them, only a confirmation that they've received a message and I can find no email address that would serve that purpose - I tried emailing gold@velocity.com.au but also zero response there
 

bigbadbyrnes

Member
Joined
Oct 24, 2011
Messages
235
Got the same spiel about that form, a month later and still zero response so I wouldn't hold your breath, they know that putting the facts in writing increases the chances of a chargeback. Was due to fly to the UK today, will be filing a chargeback claim tomorrow

You get no record of the content of any message sent to them, only a confirmation that they've received a message and I can find no email address that would serve that purpose - I tried emailing gold@velocity.com.au but also zero response there
welp - if thats the way they want to go, happy to just proceed with chargebacks and let them burn bridges.
 

travel_bug

Member
Joined
Apr 17, 2020
Messages
171
Virgin
Platinum
Got the same spiel about that form, a month later and still zero response so I wouldn't hold your breath, they know that putting the facts in writing increases the chances of a chargeback. Was due to fly to the UK today, will be filing a chargeback claim tomorrow

You get no record of the content of any message sent to them, only a confirmation that they've received a message and I can find no email address that would serve that purpose - I tried emailing gold@velocity.com.au but also zero response there
Ditto here with sending a form in to zero response, I just told my insurer that I tried but it’d been months and no answer had been received.
 

bigbadbyrnes

Member
Joined
Oct 24, 2011
Messages
235
Gotta say thats pretty unimpressive. One thing to be operating under duress, another to be going radio silent as a policy and standard process.

They're obviously not too worried about damage to goodwill anymore - and under the circumstances, that's probably not irrational.
 

Mexpirate

Junior Member
Joined
Apr 14, 2019
Messages
38
Oh
Gotta say thats pretty unimpressive. One thing to be operating under duress, another to be going radio silent as a policy and standard process.

They're obviously not too worried about damage to goodwill anymore - and under the circumstances, that's probably not irrational.
Oh and not just radio silent regarding the refund, flight is a Singapore airlines code share that cost $1,500 - I have zero notification of any changes to the booking, no notification of it being cancelled, no offer even for a travel credit - booking just dissapeared from my bookings a couple of weeks ago and that's it. It was never their money, assume never passed on to Singapore but they would have provided cash refund regardless, wish I'd booked direct....
 

Jurahn

Established Member
Joined
Mar 3, 2011
Messages
1,403
Got the same spiel about that form, a month later and still zero response so I wouldn't hold your breath, they know that putting the facts in writing increases the chances of a chargeback. Was due to fly to the UK today, will be filing a chargeback claim tomorrow

You get no record of the content of any message sent to them, only a confirmation that they've received a message and I can find no email address that would serve that purpose - I tried emailing gold@velocity.com.au but also zero response there
I sent two feedback forms in March to request refunds, as per the instructions on the emeil I received about the cancellation of one of my May bookings - never received any correspondence at all about the other booking, but put in a refund request anyway. I received the automatic confirmation but never had any response to the refund requests themselves, which was why I ended up calling thm

The correct address to use if you want to email Velocity directly is gold@velocityfrequentflyer.com - I always had responses back from that address in the past and although I’ve recently dropped to Silver, using the direct Silver address was successful a couple of weeks ago with a request for getting Upgrade points refunded to my account, and I received a response within a couple of days. I also emailed them about the gift SCs (using both the Silver and Gold email addresses, this was just before VA went into administration) and the turnaround time for the enquiry was very quick. And yes, it also means you have a record of the content of the message you’ve sent.
 

bigbadbyrnes

Member
Joined
Oct 24, 2011
Messages
235
Following the non-taking of flights over the weekend, and radio silence from VA, chargeback initiated.

The card used was the WBC Altitude Black Mastercard. Disputed on the basis the goods/services were different from that We'll see how it pans out.
 

Harthagan

Member
Joined
Nov 18, 2018
Messages
445
I got my sydney to cairns flights changed to the end of july hoping that by then maybe can eek out some semblance of a little getaway.

Now it looks like QLD premier has decided to dig her feet in and keep the border closed until september. What's the chances of getting the flight dates changed once again? Over the phone they advised that I would be able to make additional future changes but that was pre administration.
 

jakeseven7

Established Member
Joined
Sep 9, 2005
Messages
2,349
Following the non-taking of flights over the weekend, and radio silence from VA, chargeback initiated.

The card used was the WBC Altitude Black Mastercard. Disputed on the basis the goods/services were different from that We'll see how it pans out.
Good luck let us know how you go
 

BNEFlyer

Member
Joined
Mar 25, 2012
Messages
278
Virgin
Gold
I got my sydney to cairns flights changed to the end of july hoping that by then maybe can eek out some semblance of a little getaway.

Now it looks like QLD premier has decided to dig her feet in and keep the border closed until september. What's the chances of getting the flight dates changed once again? Over the phone they advised that I would be able to make additional future changes but that was pre administration.
VA are waiving change fees (but not fare differences) if your travel is before 30 September.
 

tomcut2000

Active Member
Joined
Feb 27, 2014
Messages
757
Following the non-taking of flights over the weekend, and radio silence from VA, chargeback initiated.

The card used was the WBC Altitude Black Mastercard. Disputed on the basis the goods/services were different from that We'll see how it pans out.
I wish you all the best of luck in getting back the money
 

Mexpirate

Junior Member
Joined
Apr 14, 2019
Messages
38
Following the non-taking of flights over the weekend, and radio silence from VA, chargeback initiated.

The card used was the WBC Altitude Black Mastercard. Disputed on the basis the goods/services were different from that We'll see how it pans out.
I put in a chargeback dispute under exactly the same circumstances on exactly the same card yesterday.

Strangely all of a sudden got an email this afternoon (literally the first communication on this booking since it was made Nov 19) offering a 'conditional credit' and saying they can't refund or offer travel bank credit at the moment. I'm thinking this is their attempt at defence against the chargeback.

Fingers crossed for both of us!
 

bigbadbyrnes

Member
Joined
Oct 24, 2011
Messages
235
Strangely all of a sudden got an email this afternoon (literally the first communication on this booking since it was made Nov 19) offering a 'conditional credit' and saying they can't refund or offer travel bank credit at the moment. I'm thinking this is their attempt at defence against the chargeback.

Fingers crossed for both of us!

This is the email I got - sounds identical to yours;

---
Thank you for your patience as we waited for further direction from the administrators regarding your request for a refund or travel credit.

As Virgin Australia Airlines is in voluntary administration, our ability to provide a refund or travel credit for cancelled flights and other services is affected.

Due to the current circumstances, we are unable to offer refunds or a travel credit for cancelled flights if you purchased your ticket before the relevant Virgin Australia Group entities entered into voluntary administration on 20 April 2020.

However, the administrators have arranged for a conditional credit to be provided to you for use on domestic flights operated by Virgin Australia Airlines or Virgin Australia Regional Airlines during the period of administration.

Your conditional credit will be for the same amount paid for your original ticket, comprising the cost of the fare for the flight and taxes (excluding fees), and the fees paid for ancillary services to be provided by the airline.

In order to use your conditional credit, you will need to call our Guest Contact Centre on 13 67 89 (if calling from within Australia) or +61 7 3295 2296 (if calling from outside Australia) to book your travel.

Initially, conditional credits will be valid for travel during the period of administration; however, depending on how the business is structured in the future, a new owner may honour these credits after administration.

If you choose not to use the conditional credit, your rights will depend on the outcome of the administration process. At this stage, it is expected that this will be finalised by, at the latest, mid-August, although this date may change. Further information about the administration process including what rights you have during this process and how to contact the administrator is available here.

Further information about conditional credits and how they can be used is available here.

Thank you for your continued support and we look forward to having you fly with us again soon.

Virgin Australia
---



My understanding is - so long as a 'conditional credit' or contingent voucher of any kind is offered, this counts as a remedy for VA not providing the service, therefore a chargeback would be disallowed. However, in my case, the inability to provide the service as originally booked actually qualifies as 'major failure' under VA's own rules, so I'm hoping it will be upheld on that basis.

If the conditional credits end up being worthless, at that point a chargeback could be pursued because at that point a service not provided has had no remedy offered.
 

bcworld

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May 26, 2010
Messages
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My understanding is - so long as a 'conditional credit' or contingent voucher of any kind is offered, this counts as a remedy for VA not providing the service, therefore a chargeback would be disallowed. However, in my case, the inability to provide the service as originally booked actually qualifies as 'major failure' under VA's own rules, so I'm hoping it will be upheld on that basis.

If the conditional credits end up being worthless, at that point a chargeback could be pursued because at that point a service not provided has had no remedy offered.
The conditional credit can only be used for travel until 15/8...so it doesn't meet the expectations of how Travelbank would have been expected to work. I would still make the chargeback case.
 

docjames

Senior Member
Joined
Jul 10, 2007
Messages
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Tried to cancel some tickets purchased with Velocity points (DL operated FWIW) but no-go due to current status of (no actionable) refunds (Travel is pre-Sept 30).

I’d have thought it would be worthwhile allowing refund of other carrier-operated FF seats as presumably VA/Velocity have to pay them for the seats, and this would trigger a cash return to velocity/VA?
 

bcworld

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I’d have thought it would be worthwhile allowing refund of other carrier-operated FF seats as presumably VA/Velocity have to pay them for the seats, and this would trigger a cash return to velocity/VA?
Depends if Velocity pay at the time of ticketing or after the segments are flown.
 

docjames

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Jul 10, 2007
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Depends if Velocity pay at the time of ticketing or after the segments are flown.
True although if pay at time flown, then cancelling also removes a cash liability (and pushes it back into Velocity FF points).
 

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