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Discussion: Good luck

in: jennycas; jennycas > 2020-03-16

Mar 16, 2020 3:21 PM # 
You'll need a lot of time to cancel. I was on the phone 50mins earlier and gave up because I had other things to do. Been waiting over 1hr 25m this time around and not looking like getting through any time soon (should go to bed). I think you get priority if your flight's within 48hrs (at least that's what Virgin's doing) but mine's not until next week.
Mar 16, 2020 3:37 PM # 
Well I got booted off the line at 1:39. Yay.
Mar 16, 2020 9:56 PM # 
Should be able to cancel online, I think?
Mar 17, 2020 12:02 AM # 
I already tried. It told me I had to phone their customer (no) service centre.
Mar 17, 2020 12:21 AM # 
Well I just tried calling again and now they say one of their call centres is closed due to the virus and they're only 'actioning' requests from people with flights in the next 24 hours, so I can't even cancel my flight until the day I'm due to fly out. That's ludicrous.
Mar 17, 2020 12:22 AM # 
Email I got from Qantas last night said you could do it online (at least if you're converting to a flight credit) - this might have changed since yesterday.
Mar 17, 2020 12:24 AM # 
Only email I've got from Virgin recently (today) is about how I can earn my share of 10 million Velocity points (if you book an eligible flight by Mar 23 - I reckon in the current climate I might be able to get the whole 10mil if I book a flight). Nothing at all about any of my upcoming flights.

Qantas also sent me my monthly balance and special offers but no mention of the virus in their email whatsoever.
Mar 17, 2020 12:46 AM # 
Qantas are being fairly disingenuous, I think. Converting to a flight credit still means having to use that credit within 12 months of the original booking, so actually that's no different from usual apart from waiving the change fees. Complete cancellation does not seem to guarantee a refund, as with a red-e-deal the original fare was non-refundable, and I have a horrible feeling that doesn't actually change with the current situation.
Mar 17, 2020 1:14 AM # 
Virgin has this on their website:

"If your departure is within the next four weeks and no longer wish to travel you may cancel your flight with no cancellation fee.

The cost of your fare will be refunded to a Virgin Australia travel bank only and must be used within 12 months of cancellation."

So hopefully that has me covered (I bought the cheap seats - I did purchase travel insurance for the Easter flight but not next week's though it sounds like I don't need it now). Problem is trying to get in contact with Virgin in order to actually cancel the flight.

"For guests travelling before 30 June 2020

We ask that you keep our call centre available for those with critical needs.

To request a change or cancellation, please wait until at least 24 hours prior to your flight call our Guest Contact Centre."

I presume they actually mean "please wait until less than 24 hours..." given that it's presently 'at least 24 hours'... Also what happens if I want to bring a flight forward by a week, do I get hit with the massive last minute flight upgrade costs? Of course I do.
Mar 17, 2020 4:25 AM # 
I just redeemed my Easter flights with Qantas for a voucher online - simple! My flights were Red e-Deals so couldn't get a refund, but cancellation and fare transfer fees are waived.
Mar 17, 2020 5:32 AM # 
TrishTash: you can use this form to cancel virgin flights and get a travel credit.
Mar 17, 2020 5:56 AM # 
Just used that form to cancel/credit my easter flights on virgin. took about 30secs and seems to have worked... apparently I will get an email with how to access the credit.
Mar 17, 2020 6:34 AM # 
I had the return flight from Tassie work but the outbound flight did not - tells me to call them within 24hrs of the flight for changes. Haven't tried Easter yet as I'm waiting for details on the MTBO trials before changing anything. Maybe I'll just go to Beechworth and ride the events anyway since I already paid for it, though I might 'pay for it' if I do that.
Mar 17, 2020 7:22 AM # 
Qantas has a deadline of 31st March for redeeming flights cancelled due to virus without paying the normal cancellation fee. I imagine Virgin has a similar deadline.
Mar 17, 2020 7:46 AM # 
I imagine they don't given I can't cancel online and can't call them until 24hrs before my flight.
Mar 17, 2020 8:21 AM # 
A lot of them now are advertising flights with unlimited free flight changes.
Mar 17, 2020 12:00 PM # 
Friend was due to go on a cruise - but pin has been pulled. She has been offered 120% money value if she books trip to travel before 31 Dec 2021 - at any stage. That's desperate.
Mar 17, 2020 9:04 PM # 
The concern is will the company still be around in December...
Mar 17, 2020 11:46 PM # 
I've figured out why I can't cancel some of my flights online now - two of my upcoming flights I purchased with points and they're the ones I can't cancel (just tried to cancel my Easter flights - one with points and one with cash and could only cancel the latter online).
Mar 18, 2020 12:40 AM # 
Oh yeah you might get some luck calling them and cancelling and returning the points should be easier (I hope)
Mar 18, 2020 12:52 AM # 
Calling them...? See the start of this thread.
Mar 18, 2020 1:05 AM # 
Velocity points is a completely different branch of virgin so you might have luck!
Mar 18, 2020 1:12 AM # 
I'd have to get through to them first.

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