Virgin Australia overcharged me $4500

[Dr Paris]

Virgin Australia charged my credit card twice for a large amount of money without my permission:

29 August 2018: $2,690 AUD

06 September 2018: $2,620 AUD


After the first charge, I thought this was a completely mysterious error, and complained as such online (via Twitter) and over the phone. Both VA reps told me they'd look into it. Nobody got back to me.

I completed a trip to the US, on VA, and returned, and found another mystery charge (listed above). I finally figured out what the charges were connected to. They are, as far as I can tell, Virgin Australia overcharging me for upgrades that I bid money for, using your upgrade bid system.

I bid the following:

VA23: $188 per person, for a total of $376

VA24: $210 per person, for a total of $420

So, as far as I can tell, you've charged me a huge amount of money instead of what I offered. I have sent them proof of this.

I have called several times to discuss this, and the Velocity Platinum line told me they'd get back to me. Nobody has. I filed a Guest Relations complaint. They got back to me with the following, finally, after a few weeks, with this doozy:

"...we appreciate your request for a refund of the overcharged amount, a refund of this will not be forthcoming

I appreciate that you remain disappointed and frustrated with the outcome and apologise once again."

So they admit I was overcharged, but refuse to fix it.

Anyone got any ideas? If this wasn't an airline where I had serious status, and millions and millions of points, I'd just ask my credit card provider to perform a chargeback. But I don't want VA to terminate my Velocity membership

Anyone got suggestions?

 

[Matt_01]

Contest the charge via the issuing bank. Let them deal with it. I do not think VA could/ would cancel your account based on an error.

If you are VA 'serious status' they are a dime a dozen and millions of points is not uncommon.

 

[Dr Paris]

Wasn't trying to pull a DYKWIA by referencing status, I more just mean I'd rather not lose my status, since I have it. They have no reason to look after me over anyone else. This is just weird.

 

[blackcat20]

Just do a charge back. And complain.

 

[Dr Paris]

Their final response is that they won't refund it.

And I'm still concerned a chargeback will kill my VFF account...

 

[ozstamps]

13 hour Transpac upgrades for $188 … now there is the bargain of the century.

Why don't I try that. What's That Virgin - they are not $188 …. fancy that!

Why am I thinking $1300 a person seems about right = ~$2600 the sum charged (And I too am a many year Plat with 7 figures of points and $188 transpacs upgrades is all big news to me!)

Oddly enough any domestic upgrades I have bothered doing run that, for an hour flight. There is a long thread nearby outlining what upgrades cost in $$.

AND they email me confirmation of the upgrade and the cost.

Your bank is going to want to see that email showing Virgin agreed to $188 per upgrade and I am sure it does not exist.

 

[Mattg]

I too am wondering how Virgin could possibly offer a trans-Pacific upgrade for $188. That is unheard of.

Was it an Economy to Business upgrade?

 

[TomVexille]

Welcome to AFF.

This does seem rather unusual. If you have the upgrade me emails, they do clearly state what your bid is, so I'd think VA wouldn't have a leg to stand on. And further to that, if they had an error in their system they likely would have had ample opportunity to either ask for a new bid.

Like @Mattg I'm curious as to which class you upgraded from and to.

 

[AustraliaPoochie]

What was the max bid though?
Transpac (Au - US) J is quite expensive, BNE - ADL is already asking for Aud$445!
Maybe the lower amount was the min starting bid, and the one they charge was the max bid and that was what got you both to J?
There is that sliding scale thingie.
The amounts you were charged, OP, would from I would presuppose, be the successful bid that got you up to the pointy end.
((This website is not linked to VA/VFF so no you saying, you/yours as if AFF is linked to VA/VFF.))
Also I think the VA rep now has a min hands on policy on here these days.

 

[Dr Paris]

I’ve posted some of my documentation above, but it’s not approved by mod yet because it links to an off-site image. I took screenshots of the upgrade process but never received any emails.

As shown in my image above, they have confirmed I was overcharged but still refuse to fix it.

Totally agreed it was a bargain (it was an upgrade from Y to Premium Economy), but they had emailed me repeatedly saying that particular upgrade was massively discounted (hence me performing it!)

 

[ozstamps]

Like @Mattg I'm curious as to which class you upgraded from and to.

Unless Virgin has added First Class cabin recently and not told anyone, I am guessing coach to business is the only choice for a Plat. Which does not run $188 on 13 hour transpacs.

OP has remained us he is a Plat with Millions of Virgin miles and if that is correct, had priority seat choice in coach automatically it seems to me.

 

[Dr Paris]

Looks like the forum compressed my images..

 

[AustraliaPoochie]

Upgrade to premY, yes, that amount is about right.
But were you put into J instead?
If you both were in premY for the trip, and they charged you that much, keep making a fuss.
But if you were in subclass of J, then the price you paid, yes they could have done things better, would be about right.
More info needed.
Granted I am only speculating they put you into the J cabin for the flight, did they?

 

[Dr Paris]

Upgrade to premY, yes, that amount is about right.
But were you put into J instead?

Nope, just Premium Y.

 

[sjk]

Unless Virgin has added First Class cabin recently and not told anyone, I am guessing coach to business is the only choice for a Plat.

Guess again.

 

[Dr Paris]

Was super surprised to find out I’d been upgraded a day or so before the first flight, when I called them about something unrelated!

Didn’t even know I’d been upgraded on the second flight until I got to the airport.

Never got any emails.

Thankfully I’m paranoid and take screenshots and photos of most online purchases, as I’m super paranoid after being burnt by telcos and such in the past.

Sigh.

 

[AustraliaPoochie]

Nope, just Premium Y.

Aha, I see.

 

[dajop]

Three options:

• Continue to deal with the Virgin Call Centre/customer complaints
• Dispute with credit card issuer (you have the evidence)
• Take up with Airline Customer Advocate

 

[moa999]

What was in the paragraph you have blanked out?

They've basically said you need to go to the Customer Advocate in the last para.

You may also wish to remove your surname.

 

[support]

Looks like the forum compressed my images..

Yes there is some compression, and your other post has been approved now.