Answered - Virgin fare transferred to Qantas now not flying | Australian Frequent Flyer
Australian Frequent Flyer

Welcome to Australia's leading independent Frequent Flyer and Travel Resource since 1998!
Our site contains tons of information that will improve your travel experience.

Joining AFF is fast, simple & absolutely free - register now and take immediate advantage of these great BENEFITS.

Once registered, this box will disappear. And you will see fewer advertisements :)

Login Now to remove this and all advertisements (GOLD and SILVER members)
Not a member? Register Now for free

Answered Virgin fare transferred to Qantas now not flying

MelMel

Junior Member
Joined
Jun 9, 2019
Messages
34
Just wondering if anyone can help. A friends mother from Hong Kong is in Australia. She was due to fly home with Virgin in late March. Totally unrelated to Covid Virgin decided to no longer fly to Hong Kong. Her ticket was transferred to Qantas by Virgin for the same date. As the Pandemic progressed she decided to stay in Australia with family and changed the flight to early July. Obviously now Qantas is not flying internationally so she needs to get home somehow. She booked through an agent in Hong Kong and Qantas have said they will not give her a refund or credit as the ticket is with Virgin. Any ideas about how she should go about getting her money back or is it a case of join the list of creditors? Thanks for any input.
 
Now with contactless delivery, shop online to get drinks delivered to your door or pick up in-store in 30 minutes. Lowest Liquor Price Guarantee. Biggest Range.

Recommended by the Australian Frequent Flyer

TheInsider

Established Member
Joined
Jul 7, 2010
Messages
2,575
Basically the 'ticket' is Virgins, so VA need to give the refund. So best option would probably take the credit.
 

MelMel

Junior Member
Joined
Jun 9, 2019
Messages
34
Thanks TheInsider. I think it may be a lost cause as the date for the original Virgin flight has passed and at the time they offered a flight with Qantas which turned out to be cancelled. I don’t think either airline will be willing to refund/credit.
 

Rangalad

Member
Joined
Dec 15, 2012
Messages
194
Thanks TheInsider. I think it may be a lost cause as the date for the original Virgin flight has passed and at the time they offered a flight with Qantas which turned out to be cancelled. I don’t think either airline will be willing to refund/credit.
The E-Ticket coupon status is the key.
My suggestion is to contact Virgin and ask for a copy of the booking (PNR) and E-Ticket.
If the E-Ticket coupon status is E (Exchanged ) or F (Flown), then contact Qantas.
Ask for a copy of the Qantas booking (PNR) and E-Ticket.
Again check the QF E-Ticket status. If unused, the status should be O (Open).

If the contact centre staff can not assist, submit a written request/complaint.

Let me know how you get on.
 

MelMel

Junior Member
Joined
Jun 9, 2019
Messages
34
Thank you Rangalad. I’ll pass on the information. It may take a while for results as my friends Mum is still in Australia and the agent is in Hong Kong so a bit of back and forth going on 👍
 

TheInsider

Established Member
Joined
Jul 7, 2010
Messages
2,575
The E-Ticket coupon status is the key.
My suggestion is to contact Virgin and ask for a copy of the booking (PNR) and E-Ticket.
If the E-Ticket coupon status is E (Exchanged ) or F (Flown), then contact Qantas.
Ask for a copy of the Qantas booking (PNR) and E-Ticket.
Again check the QF E-Ticket status. If unused, the status should be O (Open).

If the contact centre staff can not assist, submit a written request/complaint.

Let me know how you get on.
Basically the PNR will still be under VA's and also the ticket number would also still be VAs ticket number. Wouldn't matter if it's exchanged or open in this situation as VA still have control of their ticket.
 

MelMel

Junior Member
Joined
Jun 9, 2019
Messages
34
So do you think VA are under any obligation re. a refund/credit . Or will they say they’ve “done their duty” by transferring the original flight to Qantas?
 

TheInsider

Established Member
Joined
Jul 7, 2010
Messages
2,575
So do you think VA are under any obligation re. a refund/credit . Or will they say they’ve “done their duty” by transferring the original flight to Qantas?
Since they are still the ticket holder and owner, they should be refunding/crediting you.
So this is just basically a normal disrupt situation. Carrier X cancels a flight, they rebook you on Y carrier. Carrier X still had the funds and flights under their control. Carrier X can do what they want with the ticket. Carrier Y can only then make changes when they are disrupted, but still should be dealt with through carrier X.
 
Last edited:

MelMel

Junior Member
Joined
Jun 9, 2019
Messages
34
That makes sense to me hopefully their agent can sort it out for them. Thanks for the help.
 

Community Statistics

Threads
86,115
Messages
2,064,407
Members
53,443
Latest member
Sambella
Top