Virgin fare transferred to Qantas now not flying

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MelMel

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Jun 9, 2019
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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.
 
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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.
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.
 
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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.
 
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 👍
 
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.
 
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?
 
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.
 
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