Virgin Quoted Me over The Phone with No Imposed Tax, GST and etc

Boomer85 on 29/02/2024 - 18:53
Last edited 29/02/2024 - 19:59 by 1 other user

Hi everyone, booked a trip over the phone with Virgin from Melbourne to Sydney which I have been quoted without imposed charges but charged with full cost includes all charges which is about $100 more than the quoted price.

Anyone has the same experience?

The reason I couldn't proceed online purchase was stucked at payment page. Called Virgin, they quoted me "cheaper".

Thank you for all your comments.
But my point is:
Does this always happen when you call to book flight?
Isn't misleading customer from legal point of view?

Travel Virgin

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Comments

  • Stewardo on 29/02/2024 - 19:09
    +1

    Phone bookings always cost more. If they didn’t everyone over 50 would call instead of using the internet.

    • Jimothy Wongingtons on 29/02/2024 - 19:17
      -5

      I like that Uber recently opened a phone to book service too, preciously to capture the last customer segment they were missing ie boomers or tech illiterate

    • samcro on 29/02/2024 - 20:51
      +9

      Some of us "boomers" were using technology before your parents were even born!

      • jv on 29/02/2024 - 21:24
        -3

        Yep, here's me checking my email…

      • brad1-8tsi on 01/03/2024 - 08:53

        Indeed. Got my first computer and illegal 2400 baud modem in 1991. Downloading that ascii pron was pretty exciting.

  • stringbean402 on 29/02/2024 - 19:40

    You can book flights over the phone ? TIL

    • bargaino on 29/02/2024 - 20:11
      +1

      Cool! Will save me the trip to the travel agent next time.

    • Nillionaire on 29/02/2024 - 22:41

      Yikes, I can't imagine what that's like.

  • Drakesy on 29/02/2024 - 20:33

    Fark who books over the phone.

    Skyscanner or with points via their apps.

    • wackedupwacko on 01/03/2024 - 13:02

      When you have complex itineries. You should see how long the QF lines were last week during their Double status offer with people booking convoluted routes.

  • hasher22 on 29/02/2024 - 20:36
    -2

    Legal? Yes

    A business can have different prices online, in person and phone. They don't need to justify why online is cheaper or dearer but you can speculate on why.

    It's the same tactic insurance does, your policy is cheaper if you buy online.

    Did you ask to price match online over the phone?

    • Boomer85 on 29/02/2024 - 21:20
      +1

      I did mentione I am experiencing issue with online payment but seems like they just did a new quote regardless.
      As per phone call, conversation has been recorded and after 3 complaints they have responded they had listened to the conversation and confirmed they gave net price but charged with full price.
      It is almost like the advertisement on the radio, coffee is $2 add on add on add on…..
      Try to see if this is common misconduct by virgin.

    • Soundwave on 01/03/2024 - 09:53
      +2

      No, it's illegal to quote a consumer without GST.

      • hasher22 on 01/03/2024 - 12:14

        Theres more to the story than the OP being charged ex GST and/or other fees.

        Only the call recording can verify if the rep incorrectly quoted and/or charged the OP

        Even overseas call centres are trained to give all inclusions price plus their system would have it on their computer what the final charge is before proceeding with the payment. Not even USA payment systems are that dodgy.

        If virgin took payment over the phone excluding GST (and whatever other figures) without telling the customer, you would think there would be more complaints about it if it was the norm process to quote?

        I hardly believe OP would agree to a price, pay and then look at their debit and a further $100 has been taken out.

        Getting an invoice up to 48 hours isn't common but it can happen.

        I think there was a miscommunication somewhere.

  • Stewardo on 29/02/2024 - 20:42

    When you make a booking, change or cancel your flight, the below fees and surcharges may apply.
    Guest Contact Centre fee - $40 per person
    Airport Service fee - $40 per person, per ticket
    Velocity Membership Contact Centre fee - $40 or 5,200 Points (Points + Pay or Any Seat)
    Card payment fee (payment surcharge)

    Payment fees apply when paying for your flight via credit or debit card. View our payment fees breakdown here.

  • Dollar General on 29/02/2024 - 21:08

    Did they send you the terms & conditions prior to taking payment?

    • Boomer85 on 29/02/2024 - 21:22

      This is the worst part. I keep asking for tax invoce and the agent said the tax invoice will take 24-48 hours.

      • Dollar General on 01/03/2024 - 06:15

        Terms and conditions not a tax invoice.

        Guessing they did but you wouldn’t know

  • jv on 29/02/2024 - 21:19
    -2

    Virgin Quoted Me over The Phone

    😲

  • Nillionaire on 29/02/2024 - 22:39
    -2

    Do you want cheap flights!? Use https://www.google.com/travel/flights to compare prices!

    Are you ready to book!? Use https://www.virginaustralia.com/au/en/ or the websites of other airlines!

  • miwahni on 29/02/2024 - 23:04
    +2

    I think that's pretty poor - they should have quoted total cost, including GST and fuel levy etc. Now that they've listened to the call and agreed that they only quoted the net price, have they offered a remedy at all?

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