Refund Status

As one further data point:

I had a VS flight booked for 30 May - 2nd June, LHR - SFO, purchased direct from VS. Around the start of May, it started showing as no flight number in the booking page on the VS web site. At 14 days prior to travel, I texted VS to ask for a refund (both of the money paid for the fare and the miles used to upgrade the return leg).

After an automated back and forth to identify the topic I was asking for help with, there was a delay of two days, after which I got a reply from an agent offering me 20K miles if I kept the ticket open. I thanked him for the offer, but said I wanted a refund (my rationale, which I didn't share, is that if VS becomes insolvent, the miles won't be worth anything, and it will be harder to get the fare refunded). After another day, I got a reply saying that the refund request has been logged, but that there "currently are no timescales" for when the refund will be issued, but that they're working on it.

I then logged into the web site today and saw that the miles had already been refunded. I don't pretend to understand the internal processes at VS for issuing refunds, but it did strike me that if the labor of typing on a keyboard to action the refund were the bottleneck, it appears VS has already taken those steps to refund my miles. If it turns out I have to wait 90 days or longer for my money to be refunded, it would seem that the delay isn't because of manpower to type commands in a payment system (given my miles were already refunded), but because of cash flow problems.

I'll try to remember to post a follow-up when my refund eventually hits my credit card, as a data point for others.

-Brad

As one further data point:

I had a VS flight booked for 30 May - 2nd June, LHR - SFO, purchased direct from VS. Around the start of May, it started showing as no flight number in the booking page on the VS web site. At 14 days prior to travel, I texted VS to ask for a refund (both of the money paid for the fare and the miles used to upgrade the return leg).

After an automated back and forth to identify the topic I was asking for help with, there was a delay of two days, after which I got a reply from an agent offering me 20K miles if I kept the ticket open. I thanked him for the offer, but said I wanted a refund (my rationale, which I didn't share, is that if VS becomes insolvent, the miles won't be worth anything, and it will be harder to get the fare refunded). After another day, I got a reply saying that the refund request has been logged, but that there "currently are no timescales" for when the refund will be issued, but that they're working on it.

I then logged into the web site today and saw that the miles had already been refunded. I don't pretend to understand the internal processes at VS for issuing refunds, but it did strike me that if the labor of typing on a keyboard to action the refund were the bottleneck, it appears VS has already taken those steps to refund my miles. If it turns out I have to wait 90 days or longer for my money to be refunded, it would seem that the delay isn't because of manpower to type commands in a payment system (given my miles were already refunded), but because of cash flow problems.

I'll try to remember to post a follow-up when my refund eventually hits my credit card, as a data point for others.

-Brad

The bottleneck is not manpower (although it is a problem for them), it's cashflow - pure and simple.

I know many travel agents place monies in a "trust" before travel takes place, so could explain why some have ability to access clients money.

Trailfinders definitely do this - all client money is held in escrow until after travel has taken place & they [Trailfinders] have been invoiced by the supplier(s). My parents received a very prompt refund from Trailfinders for a trip they had to cut short in early February.

Indeed many less responsible operators think it is OK to spend 'pipeline' funds to fund current operations, then plead poverty when the pipeline gets blocked.

Out of 53 in the survey:

6 British Airways Holidays
15 British Airways
34 Virgin Atlantic Holidays
41 Virgin Atlantic

Says it all really, what a sad decline for this once great airline.

I can see why VS are so low in the rankings. My own experience hasn't been great.

It's been clear for many weeks that my flight wasn't running - gone from booking screens and all OTAs. However still showing as 'on time' on the website. I knew this was BS.

14.5 days before departure I got a cancellation email. I waited a few days then text to ask what the options are and I was basically told I could change dates, keep as a credit or get a refund. As I rarely go to BOS it didn't make sense to change dates so that left me with credit or refund.

From a business perspective I think it's crazy that there's zero incentive for customers to willingly to keep an account credit. Why would people leave the money in VS's bank when there's no upside to doing so? I'm sure that many would keep the account credit if there was a bonus to the credit amount, extra miles, tier points etc? But nada, well at least in my case.

I know that VS is in a really tough place right now and doing what it needs to survive, but using cynical ploys rather than giving customers a positive reason to keep an account credit is just plain silly. I can imagine that IF they survive there will be a lot of cash going out of the door that needn't have done if they had offered some incentive.

For VS loyalists like myself I'll have a little grumble and book again soon, but for occasional travellers I can imagine some will be reluctant to book with them again.

I have return reward flights booked for August. Sent them a WhatsApp to cancel, but they say they want me to wait until 14 days beforehand. I must say I'd prefer to have the money (which is mostly taxes) than them. Do you think its worth trying to get it quicker?

Also, Im cancelling 3 people on one ticket. Is it £30 cancellation fee for a reward flight per head or per ticket?

Thank you

Having just read this thread I’m impressed with your patience. I had a CE flight with BA cancelled last week for late June and as I didn’t want any more vouchers I DM their Twitter team and my card was refunded within 24 hours. The BA cancellations also affect a codeshare trip in first to Honolulu booked via AA. Likewise I was refunded within 3 working days.

Hello

Its been two months since VS cancelled flights and I requested refund. Nothing received as yet?

Has anyone else received refunds?

BTW - If I was to rebook flights for next year once I am within the 330 day window for return flights would a 'Z' class fare be provided to me at same price as my original booking of if Z class is now more would I need to pay difference?

[mitchja]

If you are still waiting for you refund and you paid using a credit card, make a section 75 claim with your card issuer.

If the original Z fare was booked before 19th March 2020 and then any travel rebooked for after November 30th 2020 is subject to any difference in fare as per this page so you will have to pay any difference in fare price.

It also states that if the fare is lower, you won't receive a refund of the difference either.

I had 2x PE to HKG for 29/2/20 departure booked via a travel agent. At the time due to the COVID-19 issues in Asia that VS allowed free cancellations for flights upto 30/3 (iirc). I cancelled the tickets on 13/2 and I’m still waiting for any sort of refunds.

I’m ready to book to HKG again for maybe July/August departure but doesn’t seem right for me to pay more money to VS whilst they already have my money.

I had 2x PE to HKG for 29/2/20 departure booked via a travel agent. At the time due to the COVID-19 issues in Asia that VS allowed free cancellations for flights upto 30/3 (iirc). I cancelled the tickets on 13/2 and I’m still waiting for any sort of refunds.

I’m ready to book to HKG again for maybe July/August departure but doesn’t seem right for me to pay more money to VS whilst they already have my money.

I make that 109 days - which is even more than the timescales I've heard Virgin give (90 days, and then 100 days). If it was me I'd hold off on booking until their situation becomes clearer. Good luck with that refund.

I make that 109 days - which is even more than the timescales I've heard Virgin give (90 days, and then 100 days). If it was me I'd hold off on booking until their situation becomes clearer. Good luck with that refund.

Really don’t like using travel agent. I feel very much in the dark with no communications. I chased the agent up on 1/4/20 fearing they weren’t doing anything with my refunds and their reply was they have forwarded my details to their refund team to chase.

Very disconcerting. I'm holding out on being able to claim a refund for July flights. I'm not expecting it to be quick but in my mind had 2 months as what a viewed as acceptable

Across BA's treatment of their staff and VS'precarious position/radio silence on refunds things really are in a sory state. The assumption that large/full service airlines behave in a logical and customer-centric way is somehow hard to argue currently.

Has anyone had a refund now?

I'm starting to feel pretty irritated, i'm 72 days past my flight date and would like my money back!

Jonathan

Nope nothing. Flight was 29/02/20 and if it makes any difference flight was booked via a travel agent.

I’ve seen a grand total of 4 refunds confirmed on social media posts so far. Almost all staff are furloughed currently and they are working on a skeleton crew apparently. I have heard though that a lot are going back July 1st do they should hopefully start coming through much quicker then.

My Flight was March 21st and I applied for a refund on 16th March ans still not had any refund yet. I had another holiday booked with TUI for May and I have already had this refunded. I don't understand who would have actually had a refund as we applied the 1st week they started cancelling flights. Very poor response from Virgin Atlantic and virgin holidays.

I don't understand who would have actually had a refund as we applied the 1st week they started cancelling flights. Very poor response from Virgin Atlantic and virgin holidays.

You’re assuming they’re issuing refunds in the order they were applied for, which may not be the case.

They could well be doing it in booking order, in order of actual holiday dates or just working through piles of cancellations completely randomly.

But I agree, it’s very poor.

VH cancelled 27th March for departure 28th March, less than 24 hours notice.
Money refunded 2nd June. So there is hope.

I was given a full credit from my TA for my cancelled Virgin flights to be used on any of their products/services (not just Virgin Atlantic). I can use this now. Would they give this credit without having a refund from the Airline? Any advice appreciated as I would prefer the cash.

Cancelled flight on 30th March and told 90 days to wait. It is day 73 today and had an email a minute ago to say that a virgin commit for our refund in 50 more days. This will make it 122 days to get a refund

Just received an up date email from VS confirming that they are training extra staff and they commit to paying my refund within 40 days but are hopeful of doing so earlier . The August flights were cancelled on 16th March and the F/C miles refunded immediately. So we are already at day 86 with possibly another 40 to go!! We wait and see

This is the first time I’ve succeeded in logging on with the wretched Captcha for a lot of days and many attempts during that time. I wanted to report my refund (lack of) experience.

We were to fly LHR/EWR on 2 April which was cancelled. I have an acknowledgment dated 31 March of my refund request.

Just had an email from VS that it should be paid no later than 50 days from now. By my maths that’s 121 days. UK law requires 7 days.

It was paid on a VS credit card and Virgin Money don’t make it easy to use S75.

We’ve used VS for twice-yearly visits to family for ten years. Never again.

And if I don’t reappear on the forum, it’s not for want of trying!

I too received a personal email along with a trade notification about refund status and the challenges they are currently experiencing, like others I am awaiting a refund for a cancelled trip to IAD in April. I wonder if this evenings emails to its customers has something to do with the Sun running a piece in tomorrow’s paper:

https://www.thesun.co.uk/money/11830527 ... y-refunds/

I also got the email. It's sad but it seems that you could be right that the article in the Sun has made them actually communicate with their customers.

I can't really get my head around what they are doing at the moment, whilst I understand they have a cash crisis only the most senior executives will be dealing with this. Where is the rest of the management team right now, reassuring regular customers seems like a top priority for when they are flying again. They are in a position where they have all our contact information including addresses via Flying Club. They have limited call centre capacity, how many people are calling a week about their refund. I'm guessing thousands and thousands, yet even if they genuinely can't process the refund swiftly they could have people working on proper communication.

They can only trade off the brand for so long.

I rebooked our flights for November using miles, that was on April 12th. I had to pay again, and they said they would refund our original booking. I received the email yesterday saying it would be another 60 days for the refund, although they hope to do it sooner