Flight cancelled? Here's how to get a refund!
- Replies 0
We all know that travelling can be a bit of a rollercoaster ride at times. It's all about the thrill of discovering new places and revisiting our favourite destinations. But, let's face it, flight cancellations can really throw a spanner in the works and put a damper on our plans.
Take Lee from Western Australia, for example. They were facing a situation that was all too relatable. They had booked a flight with Virgin Australia to head over to beautiful Tasmania before the pandemic hit.
But guess what? The airline went ahead and cancelled their flight. Instead of offering a proper refund, they directed Lee and their family to this alternative called the 'travel bank'.
Now, you can imagine how frustrated Lee must have been. They were left without a satisfactory resolution, feeling like their hands were tied. It's enough to make anyone blow a fuse, right?
'This doesn’t appeal to us, and we want a refund. Our bank agreed to follow this up about a year ago, as the tickets were paid by MasterCard. We are still waiting. Is there anything we can do, or do we lose?'
Before we dive into Lee's options, it's important to acknowledge the frustration that airline cancellations and refunds have already caused many people. And with the added complexity of the pandemic, passengers were left grappling with consumer rights and airline policies, often with little success.
Now, let's talk about the steps Lee took in contacting their bank. While they considered the travel bank option, it's unlikely that their credit card provider would agree to a refund or chargeback for the flight.
You see, the window to dispute credit card charges is usually between 90 and 120 days. Plus, Lee had already received flight credit from the airline instead of a refund.
Unfortunately, if you booked your flights with Virgin Australia on or before April 20, 2020, you're not eligible for refunds. That's the date when Virgin Australia entered voluntary administration, and the administrators made the decision to only offer future flight credits to affected customers.
Given this situation, we recommend redeeming your flight credits before they expire on December 31, 2023.
If travelling is not on your agenda at the moment, consider booking a trip for a friend or family member, as the credits are generally transferable. Alternatively, you can surprise someone special with a thoughtful gift of a pre-planned trip.
Now, for those who booked their flights after April 20, 2020, and faced cancellations for reasons unrelated to the pandemic, it's important to know that you have the legal right to a refund. However, brace yourself for some hurdles along the way.
Keep in mind that many airlines, including Virgin Australia, are currently dealing with a high volume of refund requests, so it may take a bit longer than usual for your inquiries to be processed.
According to the Australian Competition and Consumer Commission (ACCC), under Australia's consumer guarantees, if an airline cancels your flight and fails to offer a suitable replacement within a reasonable time, you are entitled to a refund.
Airlines must provide consumers with the choice between a replacement flight or a refund, as stated by the ACCC.
If you haven't done so already, it's worth giving the airline a call, shooting them an email, or even reaching out on social media to have a yarn about your options for getting a refund. Make sure to mention the terms of carriage and the regulations put forth by the ACCC to back up your case.
While it might take a bit of persistence and a dollop of patience, keep in mind that airlines are obliged to honour Australia's consumer guarantees, no matter what kind of hiccups they might be facing internally.
Now, we're curious to hear from you. Have you ever had to navigate a situation like this with an airline? How did you handle it, and what did you learn from the experience? Share your tales with us!
Take Lee from Western Australia, for example. They were facing a situation that was all too relatable. They had booked a flight with Virgin Australia to head over to beautiful Tasmania before the pandemic hit.
But guess what? The airline went ahead and cancelled their flight. Instead of offering a proper refund, they directed Lee and their family to this alternative called the 'travel bank'.
While it's true that airlines are bound by Australia's consumer guarantees, it's unfortunate that they don't necessarily make it a breeze for passengers to obtain a refund for a cancelled flight. Image by brokk from unsplash
Now, you can imagine how frustrated Lee must have been. They were left without a satisfactory resolution, feeling like their hands were tied. It's enough to make anyone blow a fuse, right?
'This doesn’t appeal to us, and we want a refund. Our bank agreed to follow this up about a year ago, as the tickets were paid by MasterCard. We are still waiting. Is there anything we can do, or do we lose?'
Before we dive into Lee's options, it's important to acknowledge the frustration that airline cancellations and refunds have already caused many people. And with the added complexity of the pandemic, passengers were left grappling with consumer rights and airline policies, often with little success.
Now, let's talk about the steps Lee took in contacting their bank. While they considered the travel bank option, it's unlikely that their credit card provider would agree to a refund or chargeback for the flight.
You see, the window to dispute credit card charges is usually between 90 and 120 days. Plus, Lee had already received flight credit from the airline instead of a refund.
Unfortunately, if you booked your flights with Virgin Australia on or before April 20, 2020, you're not eligible for refunds. That's the date when Virgin Australia entered voluntary administration, and the administrators made the decision to only offer future flight credits to affected customers.
Given this situation, we recommend redeeming your flight credits before they expire on December 31, 2023.
If travelling is not on your agenda at the moment, consider booking a trip for a friend or family member, as the credits are generally transferable. Alternatively, you can surprise someone special with a thoughtful gift of a pre-planned trip.
Please note that airlines like Virgin Australia are facing a large number of refund requests, resulting in potential delays in processing your inquiries. Image from Shutterstock
Now, for those who booked their flights after April 20, 2020, and faced cancellations for reasons unrelated to the pandemic, it's important to know that you have the legal right to a refund. However, brace yourself for some hurdles along the way.
Keep in mind that many airlines, including Virgin Australia, are currently dealing with a high volume of refund requests, so it may take a bit longer than usual for your inquiries to be processed.
According to the Australian Competition and Consumer Commission (ACCC), under Australia's consumer guarantees, if an airline cancels your flight and fails to offer a suitable replacement within a reasonable time, you are entitled to a refund.
Airlines must provide consumers with the choice between a replacement flight or a refund, as stated by the ACCC.
If you haven't done so already, it's worth giving the airline a call, shooting them an email, or even reaching out on social media to have a yarn about your options for getting a refund. Make sure to mention the terms of carriage and the regulations put forth by the ACCC to back up your case.
While it might take a bit of persistence and a dollop of patience, keep in mind that airlines are obliged to honour Australia's consumer guarantees, no matter what kind of hiccups they might be facing internally.
Now, we're curious to hear from you. Have you ever had to navigate a situation like this with an airline? How did you handle it, and what did you learn from the experience? Share your tales with us!
