Jetstar Cancelled+Refunded Intl Flight - but Virgin AU Refused to Refund Connecting Domestic Flight

Ltekisei on 29/02/2020 - 19:49
Last edited 29/02/2020 - 19:55

Hi All,

Jetstar recently cancelled my flight to South Korea (OOL-ICN) due to the virus, and a refund has been processed for me. Unfortunately, I live in Sydney, and so I booked one of the connecting flights for OOL-SYD via Virgin (Getaway ticket). Asked for a refund and was rejected.

Save for this holiday, I don't really need nor want to go anywhere this year. My travel buddy also has the same flight, but might fly domestically this year. Since there are two flights, I asked if I could change destination and rebook the two flights under the same name (e.g., as a return flight). Also rejected because "no name change".

Now before y'all say it, yes I am aware the conditions say no refunds. But, these are extraordinary times. I purchased this flight for the express purpose of facilitating my travel from Sydney to Seoul. It's not that I do not want to go to Seoul, but that my path was already barred.

ACCC doesn't seem to have this sort of case described.

Part II:
I do have the travel insurance with Citibank C/C, which explicitly says it doesn't cover epidemics nor pandemics. It then goes on to define epidemics and pandemics as those being explicitly announced by either the WHO or the Australian Government. Which hasn't happened yet.

Closest I could find is coverage for natural disasters?

Any advice that anyone could give me would be great.

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Comments

  • HighAndDry on 29/02/2020 - 20:12
    +28

    Virgin sold you a flight from OOL-SYD.

    I purchased this flight for the express purpose of facilitating my travel from Sydney to Seoul. It's not that I do not want to go to Seoul, but that my path was already barred.

    This is irrelevant. Imagine you bought a bunch of stuff to give to friends in South Korea - you wouldn't be entitled to refunds for those either.

    Best you can do is try to escalate until you reach someone high enough who has wider discretion to process a refund, and just be super nice but persistent until then.

    • tekisei on 29/02/2020 - 20:15

      Thanks for your suggestion. Will try it again.

  • Findo on 29/02/2020 - 20:13
    +62

    I'm not aware of any travel restrictions between Sydney and the Gold Coast. Jetstar and Virgin aren't even the same carriers, why should Virgin give you a refund when: (1) there's no issue with travelling to the Gold Coast; and (2) Jetstar isn't even a subsidiary of Virgin?

    It's no different to asking for a refund from Coles for your groceries because your new fridge from Harvey Norman wasn't delivered on time.

      • HighAndDry on 29/02/2020 - 21:13
        +16

        In your example I would still possess the groceries from Coles and it will still have utility to me.

        In your case you still have the ticket. You can't use it, but that's not Virgin's problem any more than if you couldn't make your way to the airport on time.

        Not to pile on, just letting you know why you're not getting much sympathy here.

        • tekisei on 29/02/2020 - 21:15
          +6

          Cheers, I'll try the methods suggested and stop driving everyone nuts here :P

        • p1 ama on 02/03/2020 - 00:05
          +3

          In your case you still have the ticket. You can't use it, but that's not Virgin's problem any more than if you couldn't make your way to the airport on time.

          OP can actually use the Virgin tickets for a holiday on the Gold Coast.

          • lostn on 02/03/2020 - 15:48
            -5

            @p1 ama:

            OP can actually use the Virgin tickets for a holiday on the Gold Coast.

            he won't be able to return home with it though. If he misses his flight to korea, the entire itinerary is forfeited. Assuming same ticket.

            • [Deactivated] on 02/03/2020 - 23:01
              +1

              @lostn: Er, you do realise that Virgin can't issue a ticket on Qantas group metal right? The itinerary is only a return (or one way) from SYD-OOL. OOL-ICN is a separate itinerary.

    • lostn on 02/03/2020 - 15:49

      It's no different to asking for a refund from Coles for your groceries because your new fridge from Harvey Norman wasn't delivered on time.

      Coles is good with refunds on goods you no longer have any use for though. Airlines, not so much.

  • Shadowsfury on 29/02/2020 - 20:22
    +3

    How come you didn't book SYD-OOL with Jetstar?

    • tekisei on 29/02/2020 - 20:30

      Both SYD-OOL and OOL-SYD segments were booked out for 2 seats at the advertised price. We would have had to fly on the domestic segment on two separate flights or pay significantly more.

    • kramkramkram on 02/03/2020 - 11:05
      +1

      Maybe the SYD-OOL with Virgin was a bargain.

  • jackofspade on 29/02/2020 - 20:48
    +1

    My flight to Seoul got cancelled as well but I booked SYD to ICN via OOL. Still undecided whether to get a refund or reschedule for October/November.

    • tekisei on 29/02/2020 - 20:55

      Did you get the free return leg offer? If reschedule I think that you might have to pay the fare difference if there is no longer the same offer available.

      • jackofspade on 29/02/2020 - 21:10

        Yes. No extra charge to change the dates.

        • mparf on 02/03/2020 - 17:27

          I've received the email as well, but when I spoke to teh chat consultant, they advised that the email was generic, and in my case, I would only be eligible for a full refund. Ideally, I'd like to reschedule my flight. Can I ask how you managed to get that vs. were forced into a refund?

          • jackofspade on 02/03/2020 - 17:40

            @mparf: Email states

            Change your flight dates at no charge to travel on an alternative date departing and returning before 8 March 2020 or after 30 June 2020 through to 31 March 2021.

            I live chat this morning and were offered change dates or refund. I took the refund.

            • mparf on 02/03/2020 - 18:18
              -1

              @jackofspade: I think I just got a sh*tty chat consultant then

  • Meho2026 on 29/02/2020 - 21:05

    FFS get a grip.
    Can you not crash your car with no insurance

    • tekisei on 29/02/2020 - 21:09
      +2

      I don't understand your analogy.

      I'll give it a try… I might have no insurance but I was also not the driver. Actually, the car hasn't even crashed. Actually, I don't even possess the car yet.

      • Meho2026 on 29/02/2020 - 21:29
        +7

        Look it was a joke.
        I love the posts from people who have car accidents with no insurance, they ask for advice and help after they have (profanity) up and been total retards.
        I just saw a parallel.

        This is my point, I just bought a flight from Canberra to Sydney on Virgin.
        Lots of people from Canberra need holidays in Sydney.

        Then I bought a flight from Sydney to Beijing, on Corona Airlines.

        Corona Airlines cancelled my flight and gave me a refund.

        Virgin airlines have got (profanity) all to do with any of it

  • EFC94 on 29/02/2020 - 21:09
    +11

    The complaints on this site surprise me more and more everyday.

    • tekisei on 29/02/2020 - 21:10
      +3

      Yeah totally. This sort of thing really belongs on Whirlpool.

      • orangetrain on 01/03/2020 - 23:38
        +1

        Comments get lame everyday.

  • burningrage on 29/02/2020 - 21:10

    OP, if you feel WHO/Govt hasn't declared pandemic/epidemic, why not trying to claim the travel insurance?

    • tekisei on 29/02/2020 - 21:13
      +1

      There doesn't seem to be a correct category in the "travel cancellations that are covered" section in the Insurance Terms.

      I'll give it a try though, thanks!

    • Bozman on 03/03/2020 - 12:52

      Aust govt has enacted their pandemic response plan, so I think the insurer would be likely to claim Aust govt has declared a pandemic. Worth a try but don’t hold your breath.

  • jackofspade on 29/02/2020 - 21:15

    Citibank cc travel insurance has an excess of $200

    • [Deactivated] on 29/02/2020 - 23:21
      +11

      Lets vote to ban tekisei from ozbargain.

      A bit dramatic, isn't it? He's only asking for advice - not trying to rip off anyone.

    • try2bhelpful on 01/03/2020 - 07:33
      +4

      Or, and I know this is radical, you could just decide there is nothing positive you can contribute to the argument and move on to finding a bargain. I find it a bit rich that you are saying you are here to get a bargain but you decided to not only read the OPs posting in the forum section but decided to take the effort to post a reply. It is not compulsory to read, or reply, to all postings.

      These are pretty extraordinary circumstances and a similar scenario is likely to occur for a number of people. If someone has found a way for refunds to occur it is worth the ask. Personally, I think the OP will have a snowballs chance in hell of getting the refund; given they are different airlines. If I was the OP, I would be putting on my best polite demeanour and ringing the insurance company and chatting to them about a refund and try again with the airline. You don’t get what you don’t ask for. It will also help if the tickets were booked before January 23rd.

      • Munki on 02/03/2020 - 10:32
        -2

        Look at you living up to your name.

  • Donaldhump on 29/02/2020 - 23:58
    +8

    do You honestly expect them to refund it? You got s flight to the gc return, why not holiday on the Gold Coast instead

      • moo on 02/03/2020 - 13:58

        Wow. Shallow much? Thanks for the racist sentiment and generalisation.

        • Munki on 02/03/2020 - 14:09
          -5

          I'm Chinese, but are you denying there are heaps of Asians in GC?

          • moo on 02/03/2020 - 14:11

            @Munki: It’s not about whether there are lots of Asian there or not. It’s the context of your statement and what it implies.

            • Munki on 02/03/2020 - 14:27
              -8

              @moo: I thought it was implying there were plenty of Asians, but hey if you wanted to put other implications on it, that's on you.

              • Donaldhump on 02/03/2020 - 14:48
                +1

                @Munki: you were implying not to go there because there are a lot of asians, hence your comment is racist and offensive to asians.

                logically your comment is also quite thick given the person was going to Korea initially, your argument is stupid as there are less asians on the gc than korea

                • Munki on 02/03/2020 - 15:45
                  -6

                  @Donaldhump: I wasn't offended by it, so…

                  Have you been to GC? I'd argue there were probably more Asians than Korea.

                  • lostn on 02/03/2020 - 15:56
                    +2

                    @Munki: there are twice as many koreans in south korea than there are Australians in all of Australia (of any skin colour).

                    Total population of gold coast (all skin colours): 679,127.

                    Remove your foot from your mouth.

                    • Munki on 02/03/2020 - 17:34
                      -7

                      @lostn: Oh no you used numbers to rebut my clearly facetious post.

  • BigBirdy on 01/03/2020 - 08:13
    +9

    Just a point re your travel insurance … the reason you are seeking a refund is not due to the virus (pandemic or whatever), but due to your connecting flight being cancelled. Is that situation covered? Alternatively, if you can’t get a refund, maybe consider flying to OOL, hire a car and enjoy a beautiful Qld holiday

    • lostn on 02/03/2020 - 16:02

      he wasn't planning on however many weeks he was going to spend in Korea to spend in GC. And maybe GC is more expensive than Korea also. I know people who toured Korea and said it was very cheap. He might be under budgeted.

  • RockyRaccoon on 01/03/2020 - 08:25
    +2

    While I understand the OP's predicament, just think of what this creates for the airline.

    Customer. I need to cancel my flight and get a refund on my non refundable ticket.

    Airline. Sure - do you have a reason for the cancellation so we can refund your money. Like sick relative etc

    Customer. Well I booked it because I was going to celebrate a big win at the races. SkyTower in the 5th was scratched due to horse flu, so I didnt win and my money was refunded, I expect the same from you.

    Airline. Oh ok, no problem we can do that. Any thing else we can help you with?

    Customer. Well next year I was thinking about flying to Canada for a snow trip in July. If there is no snow can I get a refund?

    Airline. Sure no refund tickets can always be refunded if what you say is true. We will totally trust your honesty……

    • lostn on 02/03/2020 - 16:07

      if he booked it through one airline via codeshare, I think it's a reasonable request. He didn't provide those details though so I don't know.

      Depending on when he left, the airline could resell the tickets to someone else for no loss. Airlines routinely overbook anyway.

      All the made up excuses for a refund you came up with would have been A-OK if returning unwanted goods to a retailer for a refund, provided they are not open or used. In some countries you can even return the goods used after a few months if unsatisfied. Since the plane hasn't flown yet, they haven't delivered the product he paid for yet, so the practice of contracting him and not offering refunds is not one I can sympathize with, unless it's a late cancelation (he did not state when he is due to leave). You have to pay more money for the ticket if you want the cancelation option, and even still there is a penalty for canceling. This to me is tantamount to a scam. You end up paying half the price of a ticket anyway if you cancel, so they still get money from you no matter what.

      If you cancel your electrician would it be reasonable that he demands you still pay him anyway for work he won't be doing?

      • MrFrugalSpend on 02/03/2020 - 18:40

        from the info presented, its very unlikely to be codeshare.
        Full flexi tickets are an option, that was not purchased, OP took on the risk.

      • RockyRaccoon on 02/03/2020 - 20:41
        +1

        While not impossible, very unlikely because he has been dealing directly with Jetstar and with Virgin.

        You could only do what you say if you booked through a travel aggregator and in that case dealing with the airlines directly wouldnt be possible. Numerous people have complained about having to go thru aggregator when travelling and not being able to deal directly with airline when stuck overseas with an issue. Plus you would have one booking number.

        As for the other rubbish its also a non refundable ticket. What part of that dont you understand.

        Not a combined ticket, its two separate tickets each with their own conditions and not linked except by the buyer.

  • bloom on 01/03/2020 - 08:39
    +2

    Next time book all your flights full Flexi

  • Oz-Bogan on 01/03/2020 - 09:55

    How much are we talking here? OOL-SYD-OOL

  • JimmyF on 01/03/2020 - 10:03
    +6

    Jetstar recently cancelled my flight to South Korea (OOL-ICN) due to the virus

    Understandable, and you got a full refund.

    I booked one of the connecting flights for OOL-SYD via Virgin (Getaway ticket). Asked for a refund and was rejected.

    Understandable, Jetstars issue has nothing to do with virgin, different company. In your later comments you booked with Virgin over Jetstart as it was cheaper, this is the game you play when booking cheap NON REFUNDABLE tickets. There are not travel restrictions between SYD-OOL at this point, so no need for Virgin to refund either.

    I asked if I could change destination and rebook the two flights under the same name (e.g., as a return flight). Also rejected because "no name change".

    As per the rules, this is correct. No name changes on your getaway fare. You can change

    https://www.virginaustralia.com/au/en/plan/fare-types/Domest…

    • Seaeagles on 02/03/2020 - 00:35
      +2

      The OP booked Virgin as it was cheaper but they could of rang Jetstar and they would of beat Virgin price by 10%.
      Being the same airline you might of had more of a chance of getting the domestic leg refund too.

      • JimmyF on 02/03/2020 - 09:23
        +2

        Being the same airline you might of had more of a chance of getting the domestic leg refund too.

        Correct, but the OP didn't, so that boat has sailed.

  • Jared17 on 01/03/2020 - 12:14

    Unfortunately it's seems like bad timing for you. But look on the bright side at least you got a refund from jetstar. My friend could not get one from another airlines when she decided not to go on her international trip although admittedly its to Malaysia and the virus situation there isn't that bad yet

  • OzHunterNSW on 01/03/2020 - 12:29

    Just eBay the ticket

    • Ughhh on 01/03/2020 - 12:44
      +1

      To someone who has the exact same name?

      Also rejected because "no name change".

      • MrHyde on 02/03/2020 - 06:03
        +2

        It's a domestic flight… Unless checking in at the counter, id does not get checked anywhere

        • lostn on 02/03/2020 - 16:11

          posing as someone else is fraud.

  • chrisharry53 on 01/03/2020 - 12:57
    -4

    Wow, someone asks for advice and out come the smarties. Virgin could refund or even give a nominated person a credit, for a reasonable fee, under the circumstances if anyone there had a heart. As already stated, this is not due to a change of mind but extraordinary circumstances.

    • JimmyF on 01/03/2020 - 13:49
      +6

      Why? Virgin hasn't done anything wrong. They offered a cheap 'getaway' fare at a reduced price with certain rules.

      As already stated, this is not due to a change of mind but extraordinary circumstances.

      Yeah no, the OP has had a 'change of mind' and seeks a refund from Virgin.

      OP could go have a holiday on the goldcoast instead. Virgin is still supplying this flight unlike Jetstar.

      There are no extraordinary circumstances as you claim stopping the OP from using the Virgin flight.

      This post is pretty much this milk refund story, I mean her line of reasoning was that 'it's just milk so I don't see the problem'

      https://www.dailymail.co.uk/news/article-3443674/Mother-comp…

      • RockyRaccoon on 01/03/2020 - 21:42
        +1

        Love the link. Part way down this fella sums it all up

        'I once brought a train ticket from Vline to Albury when I actually wanted a plane ticket from Qantas to Sydney so I went to Greyhound buses and demanded they change it over to a ticket to Darwin. Anyway they were rude to me so now I'm no longer using Taxis,' quipped Trevor Corn.

    • Ughhh on 01/03/2020 - 13:56
      +6

      The flight with Virgin has nothing to do with the international flight with Jetstar. For all Virgin knows, you're flying for a holiday in Gold Coast and not going anywhere. It is considered a change of mind.

  • Sezza on 01/03/2020 - 17:15
    +3

    I'd suggest using the tix and holiday on the gold coast. Better than losing your money and you get to still have a holiday too 😊

  • poppit88 on 02/03/2020 - 00:42
    -5

    Your problem here is having booked tickets flying jetstar. Sign up to the major airlines via twitter!

    The complaints for Jetstar are just woeful, reading them - I sympathise with Alan Joyce digging his heels in over their E.A.

    They need to lift their game. Qantas are only marginally better, but only just.

    • p1 ama on 02/03/2020 - 00:55
      +3

      Did you even read the post? What does Jetstar even have to do with this?

    • JimmyF on 02/03/2020 - 09:21

      Your problem here is

      No your problem here is you didn't bother to read the post and yes went into a full on Jetstar rant.

  • DarkOz on 02/03/2020 - 07:32
    +1

    Take the connection flight and then walk home. Problem solved.

    • rgr on 02/03/2020 - 09:33

      LOL

    • try2bhelpful on 02/03/2020 - 09:44

      We could create create a new charity craze. Sponsor people to get back, via a different path, because they have stranded flights. Money raised goes to a charity for displaced persons.

  • lltravel on 02/03/2020 - 08:47
    -1

    Cool story bro

    lltravel on 02/03/2020 - 08:47 (Collapsed - Offtopic. Show)
  • Vote for Pedro on 02/03/2020 - 09:56
    +1

    So basically Virgin do not provide change of mind refunds and since the product is not faulty and is fit for purpose, you have no recourse other than their goodwill/brand management - if they so choose

  • Mrgreenz on 02/03/2020 - 10:50
    +2

    Not sure what the thread is about tbh, this happens a thousand times a day, you chanced a non-flexible ticket and it didn't pay off. No big deal, give em a call and ask nicely and you might be lucky. Sounds like you feel entitled to a change for whatever circumstances, you're not.

    To fly domestically with virgin you can get by flying as a differemt name, you don't need to provide ID unless asked; if you fly from airports with self check in/baggage drop so maybe chance the changing route avenue if your route will allow it.

    Although if your friend is asked for ID for whatever reason, it might end up costing more/missing a flight.

  • [Deactivated] on 02/03/2020 - 11:35
    +1

    Keep pestering them but to be honest, I doubt you're going to get anything. It really has nothing to do with Virgin. I'd just take the hit, I'd assume a lot of people are in the same situation as you are. They know you're cheap (not an insult) that's why those non flexi tickets exist, that's why jetstar/tiger airlines exist. If they do anything then it's a goodwill gesture but I don't think they are obligated to.

  • lostn on 02/03/2020 - 15:46

    were both flights via codeshare on the same ticket?

    If they were on different tickets, you made a newbie travel mistake that you should never make. Consider it a lesson learned. Never book connecting flights on a different ticket. You won't get sympathy from either airline if something goes wrong.

  • dwillia on 02/03/2020 - 16:38

    I'd deny anyone who used the term Y'All.

  • [Deactivated] on 02/03/2020 - 16:39
    +1

    Virgin don't owe you a thing.

  • markathome on 02/03/2020 - 17:21

    How much money are we talking here? The base elevate fare for OOL-SYD is $145.

    If you paid $135, less the $90 change fee, you're getting $45 credit on any flight.

    For that amount of cash, I'd honestly say forget it. I have forfeited $60 flights before.

  • Eeples on 02/03/2020 - 18:11

    Who did you book SYD -> OOL with?

    Virgin?? Did that get refunded?

    • MrFrugalSpend on 02/03/2020 - 18:46

      Return booking it seems from comments above (?)

  • pmdg777 on 02/03/2020 - 22:16

    im like you. Syd-ool-icn with va and jq

    i got full refunds for both,

    i have friends in high places

  • Kranbone on 02/03/2020 - 23:35
    +1

    Not virgins fault, they shouldn't refund you.

  • realist123 on 03/03/2020 - 07:36

    "Citibank C/C, which explicitly says it doesn't cover epidemics nor pandemics"

    They won't cover health insurance for you if you fly to an area with a declared epidemic or pandemic. You need to be looking at the cancellation section. There were changes last year when flights paid for after a certain date on some card types no longer had cancellation insurance, and you would have had to buy extra cover to cover that. Ring covermore. They've put on extra call centre staff.

  • animasoIa on 03/03/2020 - 09:06
    +3

    Technically, it isn't a "connecting flight". You bought a domestic flight and an international flight separately.

  • mitmiu on 04/03/2020 - 17:02
    -1

    Hello has anyone tried to change or refund a Amex flight booking ( Qantas) ?

    • kerfuffle on 04/03/2020 - 17:25

      Have you, gee I don’t know, maybe tried calling Qantas or Amex?

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