Refunds from Etihad and Flight Centre refused - It is Possible?

Lmissyr on 12/05/2020 - 00:12
Last edited 12/05/2020 - 10:04

Back in February, I bought this offer on OZBARGAIN (thanks guys!!!) from Flight Centre:

https://www.ozbargain.com.au/node/497746

Like all you others that bought this very deal, I am booked to travel on July 31, paid by Credit Card.

It is Virgin Australia from Melbourne to Dubai; then Etihad the rest of the way; and same situation in Return (Virgin Australia from Dubai to Melbourne).

But due to Virgin collapsing, and COVID, I asked Flight Centre for a refund of Flight Centre credits; or a credit card refund.

This morning, they refused and said that Etihad only allows them to refund to Etihad credit.

Since this deal was $362, this Etihad credit is thoroughly useless - you can't even go to New Zealand for that amount!

Didn't ACCC tell them they MUST give cash refunds???

Has anyone:

1) Succeeded in getting a Cash/Credit card refund for this trip?

2) Succeeded in getting a Flight Centre credit?

3) Went to ACCC/NSW Fair Trading which forced Flight Centre to give you a refund?

4) If you got an Etihad credit, what do you plan to do with $362?

Thanks,

Missy

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Comments

  • xuqi on 12/05/2020 - 00:34
    +4

    "Didn't ACCC tell them they MUST give cash refunds???"

    No, the ACCC:

    https://www.accc.gov.au/media-release/flight-centre-to-refun…

    Read below for info relating to your other questions:

    https://www.choice.com.au/travel/on-holidays/advice/articles…
    https://www.accc.gov.au/consumers/consumer-rights-guarantees…

    Don't expect much when you deal with a company such as fright centre:

    https://www.abc.net.au/news/2018-04-04/flight-centre-fined-1…
    https://www.smh.com.au/business/consumer-affairs/flight-cent…

    • missyr on 12/05/2020 - 10:08

      Yep, Flight Centre certainly are dodgy.

      However back when I and many others booked it, it was the only way I could do so.

      Etihad direct didn't appear to have the offer on its own website!

      • CMH on 23/08/2020 - 17:46

        I was booked for a holiday to Europe with FC for June.

        They gave me a full refund, which came through last week. Was about a 20 week wait, but they came through.

        I suppose everyone's mileage will differ.

  • missyr on 12/05/2020 - 00:36

    Has anyone succeeded in getting a MASTERCARD CHARGEBACK against Emirates?

    I know people succeeded with Virgin just now.

    • brokenglish on 12/05/2020 - 01:51
      +1

      You need to do a transaction dispute with your card issuer claiming goods/services not provided.
      I doubt if the issuer would accept your reason of Virgin collapsing. As far as I know Virgin is still "operating" but do it anyway.
      Worst case you might need to wait until July 31st to claim goods/services not provided.

      My friend is still in dispute with his bank because Aunt Betty cancelled his flight.
      This thread will be of interest to you because they're mostly owned by Flight Centre.

      • OzCheapo on 12/05/2020 - 01:58
        +1

        In the same boat with Gotogate. Never again will I buy or recommend them. When there's smooth sailing, it's OK but the moment issues arise the fee goblins and hanging up creeks out. Be warned.

    • Will146 on 12/05/2020 - 07:42
      +2

      I have just been advised by Amex that my dispute with Aunt Betty/ Etihad has been successful with a full refund & case closed although I am still a little apprehensive that the travel agent will try to claw back money sometime in the future.

      • xavier2k3 on 13/05/2020 - 23:58
        +1

        Will, what was your process for doing this? I'm gonna need to do this myself as I'm in the same situation.

        • Will146 on 18/05/2020 - 08:15

          Hi Xavier. Sorry for the delayed response.
          You just need to ring your credit card company that you used for your booking & advise the date & amount of the charge you want to request a chargeback for. The credit card companys are usual very helpful & will talk you through the process. This is not something I would usual do but just been rather annoyed with the service from Auny Betty. Process takes around 5 weeks to investigate & if successful the credit card company will retake the money back from the travel agent & place back in your account. Good luck.

    • Ralphtheguy on 12/05/2020 - 10:39

      Why? Emirates are offering full refunds

      • missyr on 12/05/2020 - 11:32

        Etihad are not offering any refunds, unfortunately.

        • rjb on 12/05/2020 - 11:35

          I found that out too, do they have under ACCC ruling as they are just not offering a refund but a credit only !

          • missyr on 14/05/2020 - 16:18

            @rjb: ACCC ruling doesn't cover Etihad credits unfortunately.

  • Meho2026 on 12/05/2020 - 04:40
    +2

    Was that deal not with Virgin/Etihad via Abu Dhabi?
    If you did mean Etihad, they got some deal sweetener with the flight credit, where you get increased value and frequent flyer points even if you booked through an agent.
    The info is on the Etihad website

    • capslock on 12/05/2020 - 09:45
      +1

      I bought the same deal as the OP so I checked this out. Etihad's offer is a flight credit plus another US$100. Unfortunately $500 total credit doesn't go very far on Etihad's network. Anyone who bought through a travel agent still has to go through the agent and I wouldn't at all be surprised if the agent charges a processing or change fee.

      I think that Etihad cancelling the flights would be the best chance of a refund but flights on July 31 are still bookable and not yet cancelled. I think I will wait a bit longer and see how things pan out.

      • missyr on 12/05/2020 - 10:01

        Yes, I will do this.

    • missyr on 12/05/2020 - 10:10

      And yes, the Airline is with Etihad and Virgin. Apologies.

      I have changed my original post.

  • JimmyF on 12/05/2020 - 09:08
    +1

    Didn't ACCC tell them they MUST give cash refunds???

    Nope, adjust your entitlement

  • missyr on 12/05/2020 - 10:02

    Yep, everyone, I meant Etihad Airlined, not Emirates Airlines.

    Will change my original post now.

  • redforever on 12/05/2020 - 11:55

    Is it a virgin Australia code on etihad flight? Don't think they are flying to Dubai.
    If the ticket was issued by Virgin, is Etihad going to issue you credit? It gets complicated with Virgin under administration.

    I would check with Etihad if your booking is still valid. if not, charge back from your credit card.

    • missyr on 13/05/2020 - 12:05

      Yes it's still valid.

      Credit card charge back - just applied.

      • jimbobaus on 13/05/2020 - 22:25

        They will claw the money back.
        They are allowed to refuse to refund under current guidelines
        Banks might find in your favour initially but the airline will appeal and win and you will still be out of pocket.

        • missyr on 14/05/2020 - 16:18

          I've already done it.

          Always worth a try.

  • thatonethere on 12/05/2020 - 12:24

    Just remember when you get your credit - next time you book the tickets probably be heaps more expensive :(

    (I have a qantas credit now for a Japan flight - probably shift to do some domestic holiday next year)

    • missyr on 13/05/2020 - 12:05

      That's why I don't want a Etihad credit.

      Is there a way to either get a Cash refund or Credit Card refund? Or Flight Centre credit?

  • zinga77 on 14/05/2020 - 16:57

    I have this booking as well. Think we will need to wait until the flight is officially cancelled first. Once that has happened, we could potentially claim on the credit card chargeback if Virgin are no longer operating as you could technically say you aren't getting the service you paid for (which was a flight with Virgin from Melb to Syd). The other potential option would be to complain to Etihad or Flight Centre that the deal was an error deal and should never have been accepted so it should be fully refunded. Don't know if any of the above will work but that is what I will be trying.

    • missyr on 15/05/2020 - 07:24

      Let me know if the "error deal" method works for you.

      I highly Doubt it. :)

  • blueyez on 14/05/2020 - 22:59

    Tbh I think you're expecting too much for an error fare.

    I booked full priced flights to Europe and am in the process of getting a full refund through flight centre, as the airline is offering a full refund.

    Have you spoken with each airline directly and read the terms and conditions of your booking before demanding refunds?

    • missyr on 15/05/2020 - 07:23

      Yes, spoke with Etihad directly.

      No dice.

      Looks like credit card chargeback is the only way.

      • zinga77 on 26/06/2020 - 10:35

        Did you have any luck with the chargeback? I have noticed that the flight still hasn't been cancelled so haven't been able to do much about it yet.

        • Will146 on 27/06/2020 - 09:56

          I completed a charge back for canceled flights with Etihad booked through Aunt Betty & also Iberia directly back in April because both were refusing cash refunds & offering credits. Although it was first successful through Amex, both Aunt Betty & Iberia sent through the terms of carriage to Amex who then forwarded it on to me as evidence of the charge. They then recharged the disputed amounts to my card a few weeks later.
          The funny thing is I called Aunt Betty a few days ago to re-book my flights for next year, the first person I talked to said I could only use my credit for Etihad flights & as I wanted to book with Qatar I didn't bother proceeding with the booking. I then called back the following day & somehow went through to there sister Company BYOjet who offered me a full refund to my Amex card advising that Etihad had recently changed there cancellation policy. So, I guess the morale of my story is, it is worth calling a few times as it seems your available options very much depend on who you talk too at the airline / TA.

  • [Deactivated] on 26/06/2020 - 18:38

    Kiss goodbye to that $362

  • capslock on 30/06/2020 - 08:51

    Etihad cancelled flights to Baku for the month of July in mid June. I expect they will cancel the flights to Baku for August sometime in mid July. We should be able to ask for a refund then.

  • zinga77 on 02/07/2020 - 16:19

    I have had luck with Flight Centre for a full refund. They said that as one of my flight is no longer direct, they can issue a refund. Not sure which leg they are talking about but I wasn't going to complain. Wish I could have changed it to a year later with no cost but it could only be changed to September so too close

  • Prettyfar on 06/07/2020 - 01:01

    I've been fighting with expedia for weeks.
    Wont refund me. Will only offer a credit, thats good for 6 months, or a rebook, 6 months.
    Going to try again a few days before.

    Worse case, since they keep saying the flights are fine, I'll go to the airport, check a frigging bag, and go home.

    • Hybroid on 06/07/2020 - 01:08

      Your bag will be offloaded if you're not on the flight.

      • Prettyfar on 07/07/2020 - 02:26

        Wow would never have guessed that. Thanks for the heads up.

  • Prettyfar on 07/07/2020 - 02:56

    Update: On the phone with Expedia currently. Etihad just emailed me twice, cancelled my flights and rebooked my return date + 1 one day.
    Their "asc" team will call me back in the morning. I'm trying to wrangle again for either a refund, or a rebook that suits me.

    Meanwhile both Australia and the destination are locked down anyway.

    5 June 2020

    Read in العربية, 中文 简体, 中文繁體, Bahasa Indonesia, ภาษาไทย or Tiếng Việt

    There's a ban on overseas travel from Australia. This ban is administered by the Department of Home Affairs. You can’t leave Australia unless you seek an exemption from Home Affairs.

    +

    All flights to and from Azerbaijan are suspended and movement between cities remains prohibited.

    • capslock on 08/07/2020 - 17:50

      Any luck with Expedia?

      • Prettyfar on 10/07/2020 - 12:03
        +1

        Mixed result that im not super happy with.
        I got a credit.

        "The airline is offering future travel credits which can be used to rebook travel by 30th November 2020 and the travel needs to be completed by 31st October 2021. Fare difference for the new dates will apply from the airline."

        The really dumb part is expedia and the airline were offering to rebook a day later due to changes to the schedule.
        It didn't matter how many times I pointed out that neither the source or destination are allowing travel.

        I know other people that lost 10+k on their holidays, I shouldn't really sook.
        But now to use the credit I need to deal with the clowns at Expedia again at some point fffffffffff and the credit isn't super useful as im locked into using Etihad.

  • Prettyfar on 14/07/2020 - 02:26

    Update:

    Expedia are all over the place. After weeks of refusing to refund me. They force me to agree to a credit. With the conditions I copy and pasted above.
    To use the credit I needed to contact them by phone, and quote my old itinerary to get a credit applied to whatever booking they make for me while on call.

    Gross. As it means needing to talk to them, and it also locks me into a airline I do not usually travel with, at a time frame that may/may not work for me.

    Fine whatever. Agreed. But its a conclusion.

    Got the below a hour ago…..

    We're pleased to confirm that we processed your refund.

    Refund Amount
    Please expect a refund of AUD 729.52.

    When You'll Get Your Refund
    With the significant increase in flight cancellations across the travel industry, most refunds will be issued within 8 weeks, but some refunds could take longer, depending on the airline.

    There is no need to reconfirm your request, we’ll be following up with the airline to ensure your refund is processed.

    Kind Regards,

    The Expedia.com.au Travel Team

  • danparty on 20/08/2020 - 21:29

    Did they refund anything back to you yet???

    So far I only got Words of promise and not actual Action.

  • Prettyfar on 31/08/2020 - 03:26

    Got my refund 4 days ago.
    Any one else have news?

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