This was posted 4 years 1 month 11 days ago, and might be an out-dated deal.

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Free Flight Cancellation (Travel Credit) @ Virgin Australia/Tigerair

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Free Flight Cancellation (Travel Credit) @ Virgin Australia/TigerairAffiliate
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Taegukgi on 15/03/2020 - 23:34 newsroom.virginaustralia.com (3156 clicks)
Last edited 16/03/2020 - 16:23 by 1 other user
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As expected, Virgin Australia has followed suit and offering free cancellations.

Virgin is allowing cancellations for travel up to 30/6 whereas QANTAS/Jetstar is till 31/5.

News.com.au

Virgin Australia has announced a similar policy for its customers.

“We are aware of new travel restrictions announced by the Australian Government and are assessing our response,” the airline said.

“We understand these restrictions may affect guests’ travel plans. Virgin Australia guests with international bookings from now until 30 June 2020, who no longer want to travel, have the option to change their flight to a later date and/or to a different destination, without incurring a change fee.

“They’ll just need to cover the difference if the value of the new fare is greater than the original. If they want to cancel their flight, they are eligible to receive credit to a Travel Bank with no cancellation fee.”

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closed Comments

  • sol3x on 15/03/2020 - 23:39
    +5

    Questions:

    1.
    VA: international flights only?
    Qantas: international and domestic flights

    2.
    How about flights booked using points?

    • Taegukgi on 15/03/2020 - 23:41

      Domestic and international according to this.

      • blehgg on 16/03/2020 - 00:25

        rebooking only. ~ no credits

        domestic virgin

        • witsa on 16/03/2020 - 07:49
          +1

          But it says

          "If they want to cancel their flight, they are eligible to receive credit to a Travel Bank with no cancellation fee"

          • tunzafun001 on 16/03/2020 - 10:28

            @witsa: That was under the international heading.

            • witsa on 16/03/2020 - 10:34

              @tunzafun001: damn, just saw that :(

              Now i'm going to have to hope the flights get cancelled completely.

            • witsa on 17/03/2020 - 00:15
              +2

              @tunzafun001: Actually, looks like it's changed now.

              https://newsroom.virginaustralia.com/release/virgin-australi…

              "If travel is within four weeks, Virgin Australia and Tigerair guests can also cancel their domestic or international travel without incurring a fee and receive the full value of the booking as a flight voucher in their Travel Bank, valid for 12 months."

              Not sure how to do this though. Cause when I go to cancel booking, it says I can't do it online and then on the announcement it says don't ring unless your flight is within 48 hours…

              • blehgg on 17/03/2020 - 00:21

                @witsa: yea wish they would work on their IT system… to automate this.

                This is what happens when you outsource ALL their IT…

              • tunzafun001 on 17/03/2020 - 00:22

                @witsa: Yeah, they would be inundated. Give the poor buggas with last minute flights a chance and call em in a few days (unless you have immediate travel). Then cross fingers and hope they dont collapse, or flights become super expensive when they go back to the air.

    • thomalfa on 16/03/2020 - 10:01
      -1

      I won't worry too much of the so called points if i can just get the money back. But unfortunately they didn't offer any money back and even the so called bank credit is only available up to 12 mths from the DATE YOUR TICKET/s was/were issued (For QANTAS).

      It just another bias BS, but still better than nothing offered at all.

  • DianaOfAmazonia on 15/03/2020 - 23:45
    -1

    (profanity), my booking is the 21/7

    • gear50 on 15/03/2020 - 23:49
      +8

      Hope we've dealt with the virus by then but if not Virgin should extend the dates (or go bankrupt in the meantime and take all fares)

  • vl3tbol on 15/03/2020 - 23:53

    How long the credit last for?

    • thomalfa on 16/03/2020 - 10:09

      if Qantas, 12 mths from date of issue.

      Virgin doesnt mention in the announcement. I guess it must be similar Qantas offered.

      To ensure, call up and ask.

      Btw, i found below. https://www.virginaustralia.com/au/en/plan/fare-types/fare-o…

      Credits
      If you cancel your flight in accordance with the fare rules, you may be eligible to receive a travel credit to Travel Bank.

      Travel credits can be used to book eligible flight and holiday packages available on the Virgin Australia website and will be valid for 12 months from the date the credit was issued, unless a shorter expiry date is notified to you. Some exclusions apply, please see the Travel Bank Terms and Conditions.

      If you elect to receive a travel credit, you cannot subsequently apply for a refund to original form of payment even if the fare rules permit.

      You may have additional rights under the Australian Consumer Law. For more information, please see: https://www.virginaustralia.com/au/en/experience/service-exp….

      Refunds
      If you cancel your flight and are eligible for a refund in accordance with the fare rules, or if you are eligible for a refund under the Australian Consumer Law, you may elect to receive either a travel credit to Travel Bank or a refund.

      Refunds can be requested by contacting the Guest Contact Centre or by emailing your booking reference number, the name of the passenger and flight dates to [email protected].

      An administrative fee may apply to refunds depending on the fare rules and reason for the refund. For flights to or from the US booked from a US point of sale, the applicable administrative fee reflects the fee published on our website at the time you make your booking. For all other flights, the applicable administrative fee reflects the fee published on our website at the time you make your request.

      Payments made by cash or EFTPOS will be directly refunded into your nominated Australian or New Zealand bank account.

      Refunds are not available if you booked your flight with Velocity Points, unless you are otherwise entitled to one under the Australian Consumer Law.

      Refunds of tickets that were paid for with travel credits will result in the travel credits being returned to the same Travel Bank account. For more information, please see the Travel Bank Terms and Conditions.

  • offal spokesman on 16/03/2020 - 00:22
    +1

    Just refund the money.

    The flights are not viable, cancel them and refund.

    What is a travel Bank?

  • tunzafun001 on 16/03/2020 - 00:23
    -4

    Have an ANZ travel rewards flights that is about to expire? Covid has stuffed our plans (pregnant partner). No idea what to book now. Wonder if ANZ will extend the date/ leave them open? Or I guess I book the most expensive domestic itinerary to keep my options open for later, as I believe any fare difference with future flights still needs to be paid? Hopefully they just extend it.

  • dmacw on 16/03/2020 - 00:27
    +2

    Fair chance they’ll be in administration by Tuesday.

    • Froot Loops on 16/03/2020 - 00:49

      I'm so worried about this. Should have built my membership level with QANTAS. I also have no clue what to do with 20,000 points

      • markathome on 16/03/2020 - 05:01

        More than likely Qantas will status match Virgin if they go broke. The points though are a complete loss unless you convert them to non-flight gift vouchers.

        • itslittfam on 16/03/2020 - 07:23
          +3

          If this happens transfer the points to krisflyer

      • [Deactivated] on 16/03/2020 - 14:43
        +1

        Donate them, 20K points is not something that has any serious market value.

    • mubd1234 on 16/03/2020 - 05:13

      I would expect a government bailout if that happens.

    • MrMaestro on 16/03/2020 - 07:47
      +2

      No doubt this refund policy will hurt but VA has around one billion dollars cash on hand so it should be ok for a while.

      https://www.afr.com/companies/transport/virgin-australia-to-…

    • Xianese on 16/03/2020 - 08:05

      What's the reasoning behind this…?

      • nickj on 16/03/2020 - 11:52
        +1

        The reasoning is that airlines are a notoriously tough and marginal business anyway, even at the best of times. High largely-fixed wage costs and capital costs, selling a discounted competitive product - so they really need planes to be almost full to make a decent profit. Being a (relatively) new entrant versus the incumbent makes it even harder.

        Virgin in particular have been losing money for a while - they have had 7 years now of consecutive losses - and that was before COVID-19, which has caused unprecedented mass cancellations, refunds, cancelled routes, etc - so there is far less money coming in, whilst there's pretty much the usual amount of money going out.

        It's a bad situation for Qantas (who generally make a profit), but it's a worse situation for Virgin (who generally make a loss).

        Therefore there is a line of argument that governments should help airlines somewhat (e.g. extend them 5 year interest-free loans), because despite us all presumably being capitalists (thus expecting airlines to take care of themselves) the simple fact is that we'll need those airlines when this is over to get back to normal, and if we let airlines fail now, then it will take a much longer time for that to happen, plus we'll all pay through the nose if there's just one supplier left.

        • Xianese on 16/03/2020 - 14:57
          +1

          Thank you for the explanation, and it does make sense.
          My understanding was that in such a situation the government would lend a helping hand due to the necessity of them as a business once all this settles down.

    • Bob81 on 16/03/2020 - 14:25
      +1

      This is my major concern:

      If I cancel my existing flights and receive travel credit and Virgin goes into administration, I'd likely be an unsecured creditor and after restructuring the company my travel credit could have no value. This is what happened with DSE gift-cards.

      Wouldn't it be best 'ride it out', wait for the flight to get canceled and get a full refund to your credit card?

  • AshSet on 16/03/2020 - 00:30
    +1

    Damn I called and cancelled my flights 4 days ago. Paid cancellation fees for international travel in April

    • p1 ama on 16/03/2020 - 00:44
      +22

      Rookie mistake, never cancel until the very last minute because the fees are the same. You can't reinstate after you cancel but you can always cancel later.

    • bigspike on 16/03/2020 - 00:48
      +2

      It will be worth a call. Worst case, they say no, best case, you get money back.

    • thomalfa on 16/03/2020 - 10:13
      +2

      nvm… we all learned from our mistake.

      Besides, safety first mate. Proud of you.

  • blehgg on 16/03/2020 - 00:31
    -8

    Wonder what they would do if you said you have covid ~ I want to fly or get a refund…

    • tunzafun001 on 16/03/2020 - 00:52

      You arent allowed to board a flight with an illness. Airlines have the right to refuse you (it's in the tickets t&c's).

      • blehgg on 16/03/2020 - 00:53

        it was a hypothetical ~

        • tunzafun001 on 16/03/2020 - 00:59

          Fair enough. Not me who negged your comment though, just providing the facts.

  • Froot Loops on 16/03/2020 - 00:48

    FFS. I fly out on the 30th June till 5th July. I'll have to ring to see if they will honour. Still happy to go to Fiji at the moment, but can't afford 2 weeks for house arrest on return

    • tranter on 16/03/2020 - 06:51
      +3

      That's still 3.5 months away. Hopefully things are a lot better by then.

    • bloomer on 16/03/2020 - 08:57
      +1

      Your outbound date will determine whether you can reschedule a return ticket for free - unless you booked your inbound leg as a separate ticket, in which case you'll have to try your luck.

      • Froot Loops on 17/03/2020 - 02:24

        Thanks. I seem to be right then

  • MrBurns on 16/03/2020 - 02:23

    Wonder what will happen if you book using Amex Free domestic travel benefit.

    • ozblogger on 16/03/2020 - 07:36

      will need to contact anex travel, usually they don't refund travel credit, but maybe they make an exception ?

      • thomalfa on 16/03/2020 - 10:16

        i've asked. I'm in the same shoes. Book with amex travel credit. Still no travel credit refund if asking for flight cancel for full refund.

        Best possible way is to get travel credit from airlines with 12 mths exp date from ticket issue date.

        Pls share if anyone got better outcome.

    • Jules855 on 16/03/2020 - 09:37

      I'm in this exact situation, I will let you know! Amex said I have to contact virgin direct to make changes, and to complicate things more I booked a cash fare for my husband and paid for us both to have economy X seats.

    • tunzafun001 on 16/03/2020 - 14:38

      I asked the same question above (but ANZ issued). Getting negged, not sure why? Probably based on my suggestion of booking the highest valued trip, but surely commonsense as with this offer you still need to pay the fare difference for any changes. If a few airlines disappear, then then competition disappears and your most basic domestic flight becomes much more expensive (let alone the cost of any new protocols added). I'm not looking to make $, just future proofing. I'd suggest to do similar with Amex (ie. Use your full credit).

  • zerk03 on 16/03/2020 - 02:29
    +2

    Nothing from Tiger? :/

    • dogee on 16/03/2020 - 07:13
      +8

      Lol generally you're lucky if your Tiger flight leaves the terminal, wouldn't be holding your breath for a refund/free chaange

      • MitchyD1989 on 16/03/2020 - 13:25

        They’re doing free changes now, but nothing on refunds yet I believe.

    • Froot Loops on 17/03/2020 - 02:26

      Tiger is domestic. These changes are international

  • mrpickle on 16/03/2020 - 03:30
    +1

    Can you only change domestic flights by phone without incurring any fee?

  • DrMilan on 16/03/2020 - 05:46

    guys what happens if i booked with Qantas points? on qantas

  • [Deactivated] on 16/03/2020 - 08:15
    +2

    This affected me. As of last week:
    - The offer is only for passengers who book directly with Virgin.
    - If you booked through a travel agent Virgin will hold your airfare in credit for 12 months from the date of booking.

    • billyb67 on 16/03/2020 - 08:20

      So we just contact our third party booking agent to sort out the credit ?

    • darkblueslider on 16/03/2020 - 08:46

      This. I booked through an agent. Called Virgin. They said that they could make my flight flexible until 3 March 2021.

      I'd been on hold for 2h25 by the time I got through to an agent - so I have a ticket number and that's about it now! Presumably I call them when I am ready to rebook!

      • nightelves on 16/03/2020 - 09:25

        So you call Virgin first to make the flight flexible till March 2021 then the agent?

        • darkblueslider on 16/03/2020 - 09:47

          I just called Virgin. I have not called the agent. Virgin said "Since you booked through an agent, we can't give you a flight credit, but we can make your flight flexible. It will be eligible for rebooking until 3 March 2021 (i booked on 3 March 2020). Here is your e-ticket number. xxx-xxx-xxxx"

          And that was pretty much the conversation. I haven't dealt with my agent.

  • Gomo on 16/03/2020 - 08:16

    I booked directly with Virgin back in November for flights to Bali on 28th March,

    The manage booking tab won't let me cancel or change online and I'm required to call up.. (Probably hours on hold right)

    This booking was paid for using POLi, Velocity Points or a Gift Voucher / Card, therefore can only be changed by calling our Guest Contact Centre.

    • Gomo on 20/03/2020 - 09:55

      I called virgin yesterday, took around a total of 40minutes and I got Travel Bank Credit, valid for 12 Months,

      Was sent emails showing my total etc, all good. I logged into the portal and could see my credits

      This morning went to login to the travel bank website and it isn't letting me in, says no velocity account linked with a travel bank account.. I've sent Virgin an email as I'm not wasting another 40mins on hold.. anyone else experience similar?

      • Gomo on 28/03/2020 - 09:10

        It's working again they still haven't responded to me but at Least it's now showing my credit

  • Rarak on 16/03/2020 - 08:37

    Ahh damn I rebooked last night

  • Hackney on 16/03/2020 - 08:39

    Has anybody had any luck getting through to their reservation centre @ 13-67-89?

    • Rarak on 16/03/2020 - 09:53

      Yes last night. Only took me 1 hr 40 mins too. For flights in next 48 hours, if looking beyond that.. Goodluck!

      • Hackney on 16/03/2020 - 14:45

        Yes,thx,I managed to get through after roughly 1hr 30.Then,it cut off !!! But,I just rang their holiday booking #.Was told I am not in the current block.(I don’t travel until late May/June,rep,said to ring in about 2weeks or so.Any how,I am not to worried about it,they will just put in their “travel bank”? I will book for same time next year.As long as I get all my points back.Cheers:):)

  • ziva on 16/03/2020 - 08:41

    What about partner airline flights? We've booked via VA for flights to Europe in April (all flights are on Singapore Airline as code-share).
    Over the weekend we received a Singapore Airline email informing us that 1 flight (out of 4) of our trip has been cancelled, no further details or info, should I expect a full refund or just some travel bank credit?

    Cheers

    • bloomer on 16/03/2020 - 08:58

      Consumer law should apply - no service=refund.

      • SnakeDoc on 16/03/2020 - 09:11

        What if the flights are still going ahead though and it's your choice to cancel or not?

    • thomalfa on 16/03/2020 - 10:19
      +1

      you should call up SQ to find out mate. If that cancelled flight will stuff up the rest of your trip probably you can nagging about it.

      Unless you expect not to travel and get the credit to all your flight.

  • cbeard on 16/03/2020 - 10:30

    I have flights booked in April, I wonder if I wait a few weeks is it likely that I'll just be able to get a refund instead due to flights being cancelled? Or if I don't take advantage of this travel credit option now is it likely that they'll retract this policy? What are other people's thoughts on this?

    • witsa on 16/03/2020 - 10:39

      there's no way they'll retract the travel credit option after announcing it.

      I would just wait.

  • Munki on 16/03/2020 - 10:35

    Wasn't there a guy who was complaining about not being able to cancel his Virgin flight to the Gold Coast cause he couldn't go to South Korea any more? Looks like things are going his way.

  • witsa on 16/03/2020 - 10:46
    +2

    Note this is travel credit for international flights only.

    Domestic flights you only get to re-book for free (but still pay the difference between fares)

  • [Deactivated] on 16/03/2020 - 11:19

    To everyone saying they should refund outright:
    You know that's not how a business stays in business right?
    The virus was not their fault, why should they go broke and put all their workers out of a job for you?

    • nicrankin on 16/03/2020 - 12:13
      +3

      Works both ways.
      It's not the customers fault either.
      A business stays in business by making their customers happy and getting repeat customers.

      • [Deactivated] on 16/03/2020 - 12:21

        ugh brand loyalty is not a thing anymore, you'll take the cheapest.

        All airline staff & airport workers are going to be the absolute hardest hit workers over the next few months, most will be taking the entirety of the leave they have accrued.

        Can/Will the airline be able to afford to pay thousands of staff if no one is flying?

        • Ughhh on 16/03/2020 - 13:36
          +1

          ugh brand loyalty is not a thing anymore, you'll take the cheapest.

          Not always, otherwise non-budget airlines like Qantas, Cathay etc would be dead before all this happened. If you're stuck on a plane for 9 hours, I'm sure most would pay a little extra for comfort and reliability (not necessarily business or first class).

  • astarman on 16/03/2020 - 16:31
    +2

    itll be nice if you can actually call up to cancel

  • tassieeagle on 16/03/2020 - 19:59
    +6

    I'm still unclear what this means for bookings with points. I have 5 tickets for travel in April fully booked with points. Will I get the points refunded?

    • jkt on 17/03/2020 - 11:45
      +1

      Pretty sure you can cancel bookings with points. They may charge a fee of $ or points.

      Looking at the Virgin bonds (VAHHA) - the market is pricing in that Virgin will be insolvent soon.

      Personally transferred all my Velocity points to Singapore Airlines Krisflyer this morning which is 56% Government owned.

  • ozshopper1 on 17/03/2020 - 14:22
    +1

    When I login to the manage booking section, it says this booking can only be changed by contacting our customer service center.
    When I call the center, i get a message that unless I have a flight in next 24 hours, call back later. Anyone has a working way to cancel their booking?

    • Omuse on 17/03/2020 - 15:40

      Nope. I have a booking in 24 hours, and even then they say call back later and hang up.

      Last night I sat on hold for 2 1/2 hours without anyone picking up.

    • lddv04 on 17/03/2020 - 16:17

      I filled in their form on line yesterday requesting my flights be changed to later this year (original travel 4 April). I received acklowledgement today saying: "…you'll receive a notification from us once your booking has been changed or cancelled."
      Might be worth emailing if you have time.

    • murphy09 on 17/03/2020 - 16:36
      +3

      I just cancelled online in exchange for travel credit using: https://apps.virginaustralia.com/booking-cancellation/index.…
      That link was not available this morning. Hopefully this takes the load off their call centre.

      • Omuse on 17/03/2020 - 21:36

        Thanks for that. It didn't work for my flight tomorrow (<24 hours), but did for a flight in April.

      • Skinny Mocha on 18/03/2020 - 16:50

        @murphy09 did you receive an email re the cancellation? I didn't receive any email acknowledgement even though I submitted the request. When I checked my booking details - it's still active!

  • CopyNinja on 17/03/2020 - 14:53

    I booked my flights through Expedia.
    Do I need to contact Expedia or Virgin?

    Does anyone know the process?
    Thank you.

  • 121jigawatts on 17/03/2020 - 19:33

    I've been having issue getting through to an operator all day (was getting a message that they were having issues and the call would end).

    However just tried again and got through after 15 min wait.

    • CopyNinja on 17/03/2020 - 20:30

      Were you able to get what you want? the credit?

      Did you book direct or through an agency ?

      • 121jigawatts on 17/03/2020 - 21:14

        I just rescheduled a domestic flight, so only got no fee change of flights to later date in the year.

  • whatsinaname on 18/03/2020 - 08:40
    +2

    Virgin Just cancelled all international flights until 30th june.

    • CopyNinja on 18/03/2020 - 08:44

      Do you have a link or anything?

  • billyb67 on 18/03/2020 - 09:22

    Yep Virgin have grounded ALL intl flights from Australia

    https://10daily.com.au/news/a200317vesup/virgin-australia-su…

    And Scomo just banned ALL intl travel.. you can't leave even If you want to..

    • billyb67 on 18/03/2020 - 10:37

      apparently he 'misspoke' it is not in fact a BAN, just advice.. but either way, all VA flights are canceled so bring on the refund :)

  • brisdaz on 18/03/2020 - 10:14

    Does anyone know if Virgin Australia goes bankrupt if travel insurance would cover it if purchased now?

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