Qantas - Qantas Frequent Flyer
Member since 26 May 2014
Total posts 304
I have domestic velocity award booking for June 1 for a flight that won't operate (Darwin-Perth). The Velocity cancellation form states that points will be returned to your account. But what happens to fees/taxes and also payment for economy x seats? The form requires the user to agree with the terms and conditions of the request, without making them available!
Virgin Australia - Velocity Rewards
Member since 06 Aug 2017
Total posts 109
If you have paid for a product which is then not provided, you have a legal entitlement to a full refund, whether you paid in money, points or a combination of both. Virgin is still in business and they're still required to obey the law.
I made a call and surprisingly got to speak to someone almost immediately, who provided an email address to send my cancellation request to. It is still not clear what would have happened if I had used the online cancellation form. It seems vague, perhaps deliberately.
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Refund of payments in Velocity award cancellation
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