Qantas - Qantas Frequent Flyer
Member since 26 May 2014
Total posts 301
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 102
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.
Hi Guest, join in the discussion on
Refund of payments in Velocity award cancellation
Already have an ET account? Log in below.
Signing up with Executive Traveller only takes a second and lets you
interact with our community. It's completely free and we'll never pass your information on to
Didn’t receive an activation email? Resend one to yourself here.
If you’ve forgotten your password, simply enter your email address
below, then click 'Submit'. We’ll send you an email to re-activate your account and enter a new password.
If you have not received the activation email, simply enter your email address below, then click 'Submit'. We’ll send you an email containing the activation link.
Subscribe to our free newsletter and get the latest news, reviews, tips and more sent straight to your inbox