Member since 25 Sep 2015
Total posts 2
Yesterday I could have canceled my Business Class tickets to the US on the Virgin website. I thought I'd think about in for 24 hours. This morning that facility has been removed from the website and I am directed to call Virgin's Guest Customer Contact Centre. Call the Centre and I listen to a message that they will only handle calls about flights in the next 24hrs. Is this simply a way to avoid accepting cancellations?
Delta Air Lines - SkyMiles
Member since 16 Oct 2017
Total posts 280
Doubtful. More likely a way to try and manage massive call volumes. Although I don't understand why the online functionality would be removed, as that would clearly reduce call volumes. You don't mention your travel dates, but you're probably entitled to a refund and you'll get it sooner or later - unless of course they go bankrupt.
Virgin has updated its website since it cancelled overseas flights. Still NO cancellation option. Simply: "To cancel, guests can request a Travel Bank credit online." There is no option for a refund. I was traveling before 30 June and the trip was time sensitive. The only glimmer of hope is: "For information about your other options, please call the Guest Contact Centre on 13 67 89 no earlier than 24 hours prior to your flight's scheduled departure." BUT ONLY 24 HOURS BEFORE DEPARTURE!!!!
Cancellation has already been effected by VA. Looks like there is one option offered online (Travel Bank credit) but not a refund option. Refund may depend on what type of fare you bought. Fully flexible you'd surely have a right to a refund, but in the past I have noticed that hasn't been available online - I've had to call to request it. I'd wait a bit until things calm down - after all, it's impossible to "no show" a flight cancelled by VA. If you're not on a fully flex you might be limited to travel bank or you might not - the detail will be in the VA conditions of carriage, and the VA policy on COVID-19 if the CC's don't help you at all.
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Has Virgin stopped cancellations?
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