Thumbs up to Virgin - Refund

[wallacej]

Originally I was booked to fly MEL-BNE on Friday at 6pm, I went online to change the flight to 3pm. Unfortunately I clicked on previous day (being Thursday) to have a look at what "might be available" if I wanted to leave today instead.

Well, I made the decision that I would still leave on Friday, but I would leave earlier.

So I clicked on the 3pm flight, paid the $35 flight change fee (originally booked a cheapie fare), and all was good - until I went online tonight to OLCI for my 3pm Friday flight to discover that my flight had already left!! I had accidentally changed my flight to Thursday at 3pm, and regardless of the number of screens that I went through to confirm the change, I totally neglected to see that it was now booked for Thursday, not Friday!

My first thoughts were (expletives deleted) and bugger, got online, and booked myself another flight for Friday - 3pm. Understanding that the conditions of my flight meant that I was not entitled to a refund - money was gone - so I thought.

Releived that I could get a flight BNE-MEL for $169 (originally was $199!!) I made a call to the Virgin call centre.

I explained my stupidity, and the lady understood that it was my error, but still went out of her way to help me out. She actually said that it would have been better if I had called before the flight left, OR before I went ahead and booked my next flight, and it was made more difficult becuase that flight had departed and I was a no show - but anyway, she put me on hold for a while, and eventually came back to let me know what decision had been made.

Mind you, I was expecting nothing, it was my fault, but you don't know if you don't ask. Well I now have a credit (minus a fee -$45 I think) fto use against my next flight.

She did explain that my Gold status worked in my favour, and the fact that I use DJ so often that they would provide the credit.

Once again, more with honey than vinegar, admitting it was my fault, and of course status - this just showed me that DJ are willing to look after their loyal/frequent fliers..

Now I am sure other airlines may do the same, however on this occassion they really did not have to do anything. Thanks Virgin

[Evan]

I am sure status helped, i have had similar situations with QF,CX,JQi where i have got refunds or changes on tickets that could not be refunded or changed.
Good to see they looked after you.

I know how easy it to stuff up ! done it myself of the just after midnight flights for example and just accepted it and flown as booked rather than the one i desired but thats life.

E

[thegurio]

Thats great news Wallacej! And gives me a bit more ammo to reach the lofty heights of status!

[joshd]

I am sure status helped, i have had similar situations with QF,CX,JQi where i have got refunds or changes on tickets that could not be refunded or changed.
Good to see they looked after you.

I know how easy it to stuff up ! done it myself of the just after midnight flights for example and just accepted it and flown as booked rather than the one i desired but thats life.

E

Yes, similar thing happened to me - I booked a cheap (no refunds) business class flight with BA from HKG to LHR on the BA website. They have 3 flights from HKG to LHR each evening at 23.15, 23.40, 00.35. I booked the later (so I thought) 00.35 flight and paid for it then realised that 00.35 is actually just after midnight the night before! I called the BA office in HK and explained the situation and after holding for about 10 minutes they came back and said they would refund the whole amount but only after I re-booked for the following evening. I was very surprised and grateful - maybe my oneworld ruby status helped?? Who knows!

[JohnK]

So I clicked on the 3pm flight, paid the $35 flight change fee (originally booked a cheapie fare), and all was good - until I went online tonight to OLCI for my 3pm Friday flight to discover that my flight had already left!! I had accidentally changed my flight to Thursday at 3pm, and regardless of the number of screens that I went through to confirm the change, I totally neglected to see that it was now booked for Thursday, not Friday!

Did you try and change flights after the BNE drinks gathering on Wednesday night? You know what they say about drinking and driving, well in this case typing.

Sounds good that you got a refund anyway. You could use the money to buy the drinks at the next BNE drinks gathering.

[wallacej]

Did you try and change flights after the BNE drinks gathering on Wednesday night? You know what they say about drinking and driving, well in this case typing.

Sounds good that you got a refund anyway. You could use the money to buy the drinks at the next BNE drinks gathering.

Funny enough, actually that was exactly when it happened.

[JohnK]

Funny enough, actually that was exactly when it happened.

I was only guessing. Defintely TUI! Typing under the influence.

[serfty]

Should that not be TUTI?

As distinct from late night AFFing / FTing and the term PUTI.

[JohnK]

Should that not be TUTI?

TUI should be sufficient. You don't see anyone referring to DUI as DUTI.

[serfty]

OT:

TUI should be sufficient. You don't see anyone referring to DUI as DUTI.

But TUI is a beer! You don't see DJ serving TUI beer on their flight (although they may in NZ)

Tui : Tui History