Virgin Flight Refund

[travel_bug]

In all honesty, it's looking pretty near impossible to get a refund for any base tier VA flights (whether cancelled by you or by them). I've taken a couple of looks at people's posts on VA's Facebook page and there are even Kiwis who are being denied refunds for their NZ to Aus flights for a route that VA has completely cancelled, even if VA survive how are they meant to easily use that credit without having to organise a full overseas holiday?

This discussion may assist with providing people's different views on whether you could pursue for a refund through the ACCC with their new COVID-19 policy, the crux of which being that consumer rights are essentially lessened in circumstances where the airline has cancelled the flight, but did so under a government restriction, e.g. border shutdown.

Virgin Flight Refund

Got a flight in a couple of days, virgin has cancelled our flights and rerouted us with an extra hop. As the flights have changed we would like to cancel this for $$ rather than credit (hey virgin may go broke i hope not but possible). My understanding is if they change a flight you have the...

www.australianfrequentflyer.com.au

Did you have an active travel insurance policy for the trips or pay with a credit card with insurance? It may be worth submitting a claim just to see what is said - however read the policies carefully to see how you should structure your claim. For example, for your Sydney flight that sounds like it was cancelled by VA, you could argue that there are currently no Gov restrictions stopping domestic flights flying into NSW.

Another option if you paid via credit card is to request a chargeback through the affiliated bank. However whilst it may cost you nothing to make a travel insurance claim that gets knocked back, you should check with your bank whether you could be charged by them for any failed chargeback applications you make. Other side to that is whether you have any status with VA - someone in this post has documented what happened to them when they got a chargeback from their bank against VA: Virgin getting very HEAVY re completed credit card refunds. Sad to see.

It also costs you nothing to make a complaint to the ACCC, however who knows when they could get back to you.

I know how frustrating this is, I've got money in a travel bank for a flight that VA cancelled that I've had to mentally already say goodbye to because none of us know what will happen now.

Hope this helps.

 

[Alexandraadventuretime]

I had a credit card policy for

In all honesty, it's looking pretty near impossible to get a refund for any base tier VA flights (whether cancelled by you or by them). I've taken a couple of looks at people's posts on VA's Facebook page and there are even Kiwis who are being denied refunds for their NZ to Aus flights for a route that VA has completely cancelled, even if VA survive how are they meant to easily use that credit without having to organise a full overseas holiday?

This discussion may assist with providing people's different views on whether you could pursue for a refund through the ACCC with their new COVID-19 policy, the crux of which being that consumer rights are essentially lessened in circumstances where the airline has cancelled the flight, but did so under a government restriction, e.g. border shutdown.

Virgin Flight Refund

Got a flight in a couple of days, virgin has cancelled our flights and rerouted us with an extra hop. As the flights have changed we would like to cancel this for $$ rather than credit (hey virgin may go broke i hope not but possible). My understanding is if they change a flight you have the...

www.australianfrequentflyer.com.au

Did you have an active travel insurance policy for the trips or pay with a credit card with insurance? It may be worth submitting a claim just to see what is said - however read the policies carefully to see how you should structure your claim. For example, for your Sydney flight that sounds like it was cancelled by VA, you could argue that there are currently no Gov restrictions stopping domestic flights flying into NSW.

Another option if you paid via credit card is to request a chargeback through the affiliated bank. However whilst it may cost you nothing to make a travel insurance claim that gets knocked back, you should check with your bank whether you could be charged by them for any failed chargeback applications you make. Other side to that is whether you have any status with VA - someone in this post has documented what happened to them when they got a chargeback from their bank against VA: Virgin getting very HEAVY re completed credit card refunds. Sad to see.

It also costs you nothing to make a complaint to the ACCC, however who knows when they could get back to you.

I know how frustrating this is, I've got money in a travel bank for a flight that VA cancelled that I've had to mentally already say goodbye to because none of us know what will happen now.

Hope this helps.

i had credit card insurance for Fiji but not sure how I could claim it now after receiving a credit? I could always phone and try. Our hotel gave us a full refund so it was only the flights we had to worry about.

I hadnt got anything for the Bali trip or Sydney as purchased via POLI from memory. I do have Gold status with Virgin but I fear that doesnt matter right now. Hasnt helped that I booked through an OTA for two of the trips either.

 

[Gold Member]

I had roughly $2K worth of Virgin Travel Vouchers issued to me for non-refundable flights. I disputed the transactions with my CC provider, Amex. After providing them with all the appropriate language from Virgin's and the ACCC's website and highlighting my rights as a Consumer, the Disputes Team eventually approved a full refund/charge-back and the money is back in my account. I had to persevere though, demanding they reopen the charge back case after initially denying my claim.

I dare say the outcome depends on the CC provider and perhaps even the individual that reviews your case so it's certainly not a blanket done deal across all transactions. But if anyone is interested, I am happy to provide the language I used to twist Amex's arm into agreeing with me for a full refund on a non-refundable fare (per the VA Conditions of Carriage).

FWIW, the Virgin Travel Bank value is still available to me (I wont be using it).

 

[a*0]

I had roughly $2K worth of Virgin Travel Vouchers issued to me for non-refundable flights. I disputed the transactions with my CC provider, Amex. After providing them with all the appropriate language from Virgin's and the ACCC's website and highlighting my rights as a Consumer, the Disputes Team eventually approved a full refund/charge-back and the money is back in my account. I had to persevere though, demanding they reopen the charge back case after initially denying my claim.

I’m having a similar experience - after lodging a chargeback I got an email from the virgin australia chargebacks team asking me to agree to the cancellation fee. I told them no way since they cancelled the flight but they still went back and told amex they should be able to keep the $550 cancellation fee...

I’ve reopened the dispute with Amex and provided them detailed documentation to support a full refund. Since the flight is to the USA I also lodged a complaint with US DOT who have accepted the complaint and sent it to virgin for a response. Virgin tried to tell me the US DOT enforcement notice didn’t apply to them... U.S. Department of Transportation Issues Enforcement Notice Clarifying Air Carrier Refund Requirements, Given the Impact of COVID-19 | US Department of Transportation

 

[bigbadbyrnes]

the minimum flight schedule saves them from being forced to cancel fares, and being forced to refund (voluntarily or through chargebacks) - can someone confirm that if the flight is changed significantly (moved to a different day) that a travelbank (aka unsecured creditor) is the best one can hope for?


_
I've skimmed the T&Cs and cant find anythign that addresses this specifically but its late and I'm tired

 

[JohnK]

Our flight SYD-OOL on 13 April was retimed weeks prior and then cancelled on 12 April. I tried calling but got recorded message and could not get through. For some reason I could not request travel credit either.

I tried again on 13 April and it now said too late. I have to laugh. Cancel my flights and now tell me too late to request refund/travel credit? What rubbish. VA might be in trouble but that doesn't mean I'm well off either. I sent them email same day and now waiting to hear back.

It's only a few hundred dollars but would still like money back. Complication is that I paid for 3 flights using gift card + credit card. I'll settle for travel bank but that would mean travel bank for 3 accounts. I think it's possible to book flights for another person and pay with travel bank? I'll find out soon enough.

 

[knagelli]

I think it's possible to book flights for another person and pay with travel bank?

Yes it is possible

Post automatically merged: Apr 20, 2020

can someone confirm that if the flight is changed significantly (moved to a different day) that a travelbank (aka unsecured creditor) is the best one can hope for?

Did you try reaching out to the credit card provider ( assuming you paid with card ) and raise a dispute for charge back as the services were not as per initial T&C and the updated travel schedule did not suit you. Hope this helps.

 

[AIRwin]

Complication is that I paid for 3 flights using gift card + credit card. I'll settle for travel bank but that would mean travel bank for 3 accounts.

If it was a single booking, the travel credits will be provided to the first adult listed in the cancelled booking:
https://www.virginaustralia.com/au/en/terms-conditions/travel-bank/ (refer clause 2.3)

 

[knagelli]

If it was a single booking, the travel credits will be provided to the first adult listed in the cancelled booking:
https://www.virginaustralia.com/au/en/terms-conditions/travel-bank/ (refer clause 2.3)

I think it was for 3 different flights hence 3 different travel banks.

 

[JohnK]

If it was a single booking, the travel credits will be provided to the first adult listed in the cancelled booking:
https://www.virginaustralia.com/au/en/terms-conditions/travel-bank/ (refer clause 2.3)

I have 3 separate bookings. The 3 year old has her own booking as I've done every other time.

 

[daft009]

so now that they are heading to V.A.. time to organise chargebacks?
I have some flights booked for Sept & Oct 2020.

 

[jakeseven7]

so now that they are heading to V.A.. time to organise chargebacks?
I have some flights booked for Sept & Oct 2020.

Don't know how chargebacks work but wouldn't you have to wait to see if the new airline that emerges will honor travel credit?

 

[mooki24]

Hoping for some advice. I have a flight booked through Virgin mid-May, from Melb to Perth.

It was rescheduled twice but according to Virgin it's still going ahead (lol)

I would've cancelled the flight already but my grandma is about to pass and I may need to fly over there (depending on whether I can even go to the funeral at all with gathering limits, let alone travel).

I'm assuming I can't go. Should I call Virgin to cancel first, then call AMEX to dispute? Or wait until Virgin cancel which I'm assuming they will based on the recent vol. administration announcement?

 

[AIRwin]

I have a flight booked through Virgin mid-May, from Melb to Perth.

It's underwritten by the Federal government...

 

[daft009]

Don't know how chargebacks work but wouldn't you have to wait to see if the new airline that emerges will honor travel credit?

mine's not credit. its just a 100% paid ticket so far on my amex

 

[travel_bug]

I had roughly $2K worth of Virgin Travel Vouchers issued to me for non-refundable flights. I disputed the transactions with my CC provider, Amex. After providing them with all the appropriate language from Virgin's and the ACCC's website and highlighting my rights as a Consumer, the Disputes Team eventually approved a full refund/charge-back and the money is back in my account. I had to persevere though, demanding they reopen the charge back case after initially denying my claim.

I dare say the outcome depends on the CC provider and perhaps even the individual that reviews your case so it's certainly not a blanket done deal across all transactions. But if anyone is interested, I am happy to provide the language I used to twist Amex's arm into agreeing with me for a full refund on a non-refundable fare (per the VA Conditions of Carriage).

FWIW, the Virgin Travel Bank value is still available to me (I wont be using it).

Apologies if this is a bit forward, but any chance you could share the general gist of the wording that you used for the chargeback? I’m currently drafting my visa chargeback request (via ANZ).

At the moment I’m just outlining the facts of the original booking, attaching my butchered itinerary where eventually VA put us on flights on different dates and a breakdown of my attempts of communication.

 

[mrbraun]

there were 3 flights i refunded as credit around March 20 and have them in the travel bank.

what are my options going forward? i'm assuming chargeback had to be done immediately.

 

[travel_bug]

there were 3 flights i refunded as credit around March 20 and have them in the travel bank.

what are my options going forward? i'm assuming chargeback had to be done immediately.

That all depends on variables; did you cancel your original flights, or did the airline? Who is the credit card company? Were they domestic or international flights (international has had a government prohibition but I would argue domestic cancellations were commercial decisions).

Visa has published Covid-19 guidelines that note that whilst their original chargeback period is around 120 days from the transaction, for flights it can be 120 days from the date of booked travel. Additionally, they've noted that if the airline cancelled the flight, the customer got a travel credit, and that airline then filed for bankruptcy, that the customer may be entitled to a chargeback as they were entitled to one when the airline first failed to produce the purchased service.

https://usa.visa.com/dam/VCOM/global/support-legal/documents/managing-disputes-through-covid-19.pdf

I would contact your financial institution first to ask if there are any fees associated with a failed disputed transaction/chargeback (outside the usual interest payable if you haven't paid it off), and then if you have nothing to lose from it getting knocked back then go for it.

I've applied for one, as my institution won't charge if it fails as I've already paid off the amount.

 

[knagelli]

there were 3 flights i refunded as credit around March 20 and have them in the travel bank.

what are my options going forward? i'm assuming chargeback had to be done immediately.

I suppose it is little too late for charge back if I understand the process correctly. But you can always give it a try ...

 

[mrbraun]

That all depends on variables; did you cancel your original flights, or did the airline? Who is the credit card company? Were they domestic or international flights (international has had a government prohibition but I would argue domestic cancellations were commercial decisions).

Visa has published Covid-19 guidelines that note that whilst their original chargeback period is around 120 days from the transaction, for flights it can be 120 days from the date of booked travel. Additionally, they've noted that if the airline cancelled the flight, the customer got a travel credit, and that airline then filed for bankruptcy, that the customer may be entitled to a chargeback as they were entitled to one when the airline first failed to produce the purchased service.

https://usa.visa.com/dam/VCOM/global/support-legal/documents/managing-disputes-through-covid-19.pdf

I would contact your financial institution first to ask if there are any fees associated with a failed disputed transaction/chargeback (outside the usual interest payable if you haven't paid it off), and then if you have nothing to lose from it getting knocked back then go for it.

I've applied for one, as my institution won't charge if it fails as I've already paid off the amount.

good questions.

i cancelled the domestic flights myself as this was before social distancing and lockdown, but i was already worried about the idea of flying myself and my family. at that point i was ok with receiving the travel credit.

it was put back on my coles mastercard, which i think is less flexible than visa but as you suggest, i'll give them a call myself and ask. you're right, if there's no repercussions, then attempting a charge back is worth the shot.


thankyou for the advice. interesting times.

Post automatically merged: Apr 21, 2020

I suppose it is little too late for charge back if I understand the process correctly. But you can always give it a try ...

i think i will, i was mainly posting on the off chance someone in a similar position had given it a shot.

i'll report back on any progress i may or may not make.