Refund of payments in Velocity award cancellation

2 replies

GregXL

Qantas - Qantas Frequent Flyer

Member since 26 May 2014

Total posts 300

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!

Sibelius

Virgin Australia - Velocity Rewards

Member since 06 Aug 2017

Total posts 94

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.

GregXL

Qantas - Qantas Frequent Flyer

Member since 26 May 2014

Total posts 300

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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