Virgin Future Flight credit....anyone having problems with this??

Indiana

Junior Member
Joined
May 7, 2018
Posts
37
So I received an email from Virgin quoting my Future Flight credit is now available for use via Travel Bank....this email was sent to me over 2 months ago.

I log into my travel bank (yesterday) to find zero funds there.

So I try calling Virgin only to spend hours upon hours trying to get through to them.

The only time I have actually spoken to someone is when I clicked on...."do you want to buy a new ticket" then they transfer me over to another line to wait on hold.

Has anyone else experienced this?? And has anyone actually get through to Virgin??
 
Solution
They may have been moved into a Future Flight Credit Travelbank. You'll either have to find an email that explains this, or call Virgin who should be able to track them down.

MooTime

Established Member
Joined
Mar 1, 2019
Posts
1,336
Qantas
Gold
Virgin
Platinum
I have the same issue. My travel Agent gave VA authority to take over all bookings. All 12 tickets were sent on the one email. VA picked up 8, but did not pick up the other 4! My bank for those 4 shows zero. The call centre just say to get my travel agent to give them authority?? There is no VA email address.
Sounds very messy.

Can't definitely be a total pain in the you know what dealing with airlines over bookings. I feel your pain.

Only advice I'd have is to speak directly with them, forget the email & live chats.
If you don't don't resolve the issues 1st time, just bite the bullet & try again couple days later & again & again if need be, try slightly different angles to get your issue across to them. Different call centre person can have different knowledge & help you differently.

Best of luck.
 

MARTINE

Established Member
Joined
Apr 6, 2018
Posts
1,503
Sounds very messy.

Can't definitely be a total pain in the you know what dealing with airlines over bookings. I feel your pain.

Only advice I'd have is to speak directly with them, forget the email & live chats.
If you don't don't resolve the issues 1st time, just bite the bullet & try again couple days later & again & again if need be, try slightly different angles to get your issue across to them. Different call centre person can have different knowledge & help you differently.

Best of luck.
2nd all of the above.
You may also ring an unrelated VIRGIN phone number like ‘make a booking‘ etc (instead of pressing the button for ‘all other enquiries’/ feign ignorance about pressing wrong button/ this will still count as a call for their log so they help you and they connect internally to people who know what they’re doing. I have never had experience where they tell you to hang up and call again.
Good luck and definitely ring another time/day if you get nowhere

I just looked back over the threads and see you already tried my former approach.
sorry
 

MARTINE

Established Member
Joined
Apr 6, 2018
Posts
1,503
I have the same issue. My travel Agent gave VA authority to take over all bookings. All 12 tickets were sent on the one email. VA picked up 8, but did not pick up the other 4! My bank for those 4 shows zero. The call centre just say to get my travel agent to give them authority?? There is no VA email address.
I’d be leaning on the TA more heavily to resolve and get them to look into their contact book..
 

Chasingclouds

Newbie
Joined
May 20, 2022
Posts
4
Thanks.. I found the email and got my points back
Any idea how to get new travel bank credit number? I think mine has been moved? My husband has 2 travel bank accounts for some reason. My account says $0 and they have not put my future travel credit into it. When I phoned they said I can't get my credits because I booked through 3rd party... Guess who the 3rd party is.... Google Chrome browser! The booking was direct on the virgin australia website but they are using the 'browser' as a third party so they don't have to pay up. I was told to phone the 3rd party. I now feel that my credits have gone to another account... Just don't know how to access it and they will not give me any info. Poor service from www.virginaustralia.com
 

kerfuffle

Intern
Joined
Mar 10, 2022
Posts
90
Qantas
Bronze
Virgin
Gold
Any idea how to get new travel bank credit number? I think mine has been moved? My husband has 2 travel bank accounts for some reason. My account says $0 and they have not put my future travel credit into it. When I phoned they said I can't get my credits because I booked through 3rd party... Guess who the 3rd party is.... Google Chrome browser! The booking was direct on the virgin australia website but they are using the 'browser' as a third party so they don't have to pay up. I was told to phone the 3rd party. I now feel that my credits have gone to another account... Just don't know how to access it and they will not give me any info. Poor service from www.virginaustralia.com
Do you have a VFF number? If so, you could try retrieve it that way? I forgot mine after I used mine up, then it got recredited again after the Sydney lockdowns. Asked the Virgin Australia Facebook page for assistance and they were able to give me the username after I quoted my VFF number, the travel bank number, what booking reference it was for and the approximate amount of money it should have
 

Chasingclouds

Newbie
Joined
May 20, 2022
Posts
4
There was around $700 in my travel bank that was refunded to me as credits during the covid times

But I just checked and it was gone..

I've been trying to call and I'm on hold as we speak


Anyone have a solution to this?
Did you get this sorted? Same happened with me. Zero balance and 'Guest services' refuse to help. They say there is no balance...dumb hey...thats why im calling them. Long story short they just dont want to give you what is owed to you. (they need to make money from somewhere) they gave me excuse is because i booked it 3rd party. I booked it direct using their website and the response was well its the 'browser' that is the 3rd party!! (which is google chrome). Sorry but I think they will continue to give you the run around and the time limit to sort it out will pass.
 
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Chasingclouds

Newbie
Joined
May 20, 2022
Posts
4
That is exactly what happened to me. The phone number is not getting answered at all even if you wait for 3 hours. I even tried to write an email to query that, but, no one bothered to reply. I think they are trying to steal the money. We were all affected by Corona and its not fair that they should try not to owner their promise.
Exact same problem. Their excuse in the end after hours on the phone was they don't have to credit me because I booked it 3rd party and I need to contact the 3rd party to apply for refund. The thing is I booked it direct on their www.virginaustralia website and I have the receipts and proof of this. So I asked who the 3rd party is..... they said the 'browser' I used google chrome. they are trying to shift blame to google for it and there is nothing I can do about it.
Would love to know if you had yours resolved.
 

Chasingclouds

Newbie
Joined
May 20, 2022
Posts
4
Do you have a VFF number? If so, you could try retrieve it that way? I forgot mine after I used mine up, then it got recredited again after the Sydney lockdowns. Asked the Virgin Australia Facebook page for assistance and they were able to give me the username after I quoted my VFF number, the travel bank number, what booking reference it was for and the approximate amount of money it should have
Hi Kerfuffle, thanks for your input. Much appreciated. I tried this after your suggestion and they said they can not provide me with that information. Terrible huh! thanks again!
 

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