Virgin Atlantic refund status - chargeback processed by bank

Streaky_Bacon

I had tickets booked on a VA flight around 7 weeks ago. It was not cancelled, but I was not permitted to fly due to the US travel restrictions.

I submitted a refund request 7 weeks ago, a chargeback request to my bank 6 weeks ago, and a s75 claim 5 weeks ago.

I received an email from VA about 4 weeks ago, confirming receipt of my request, providing a request reference number, and also confirming that anybody who could not travel could have a refund, but to expect long processing times.

I have heard nothing from VA since then, and if I try to check the status using the link below, it cannot find any record of it

https://www.virginatlantic.com/refunds/checkRefundsStatusAction.action

However, my bank has now processed my chargeback, with the temporary credit back on my card. I had received no response from them, but had sent them several pieces of evidence via email in the interim, including proof that I requested a refund 7 weeks ago, and I ended up calling them. They agreed to the chargeback without any issue, and they have advised that they will be back in touch within 90 days if VA dispute the chargeback.

If VA are being genuine about offering refunds, but are just unable to process them quickly due to manpower, then I would expect that they would not dispute the chargeback, but time will tell.

Life__Goes__On

Did you ask why 90 days,  as it's normally 45

Streaky_Bacon

Life__Goes__On said:

Did you ask why 90 days,  as it's normally 45

I presume he gave that time to cover the whole process of sending it to the acquiring bank, it going to the merchant, and then all the way back to my bank, having them review it and then actually getting back in touch with me.

That was my impression at least, based upon what I know of the process. He simply said "if they do dispute it, then you'll hear back from us withing 90 days".

He didn't exactly say what would happen if VA either accepted the charge back, or didn't dispute it, but I assume I would get an earlier confirmation.

Life__Goes__On

Streaky_Bacon said:

Life__Goes__On said:

Did you ask why 90 days,  as it's normally 45

I presume he gave that time to cover the whole process of sending it to the acquiring bank, it going to the merchant, and then all the way back to my bank, having them review it and then actually getting back in touch with me.

That was my impression at least, based upon what I know of the process. He simply said "if they do dispute it, then you'll hear back from us withing 90 days".

He didn't exactly say what would happen if VA either accepted the charge back, or didn't dispute it, but I assume I would get an earlier confirmation.

If it was a credit card  that might explain it.

blindman

Life__Goes__On said:

Did you ask why 90 days,  as it's normally 45

Because they're busy and staff are working from home?

Streaky_Bacon

Life__Goes__On said:

If it was a credit card  that might explain it.

Yes, it's a Mastercard credit card.

Life__Goes__On

blindman said:

Life__Goes__On said:

Did you ask why 90 days,  as it's normally 45

Because they're busy and staff are working from home?

We could all guess at reasons,  just wondered if the question had been asked,  as helpful to pass on info to others on here.

Life__Goes__On

Streaky_Bacon said:

Life__Goes__On said:

If it was a credit card  that might explain it.

Yes, it's a Mastercard credit card.

Sounds like they are expecting them to challenge the Chargeback (been reading many travel companies are doing this by default)  so the extra time should be the S75 bit of it.

Streaky_Bacon

Life__Goes__On said:

Sounds like they are expecting them to challenge the Chargeback (been reading many travel companies are doing this by default)  so the extra time should be the S75 bit of it.

I would be a bit surprised if Virgin, who are offering refunds, would want the extra effort of having to submit reasoning and evidence to support a dispute against a refund, and I can't imagine what reasoning they would give for the dispute.

They can hardly expect to successfully dispute on the basis that they intend to give a refund but haven't gotten around to processing it yet. Although, by doing so, they would at least have the funds temporarily back in their account (although I would also still have my temporary credit).

If they do dispute, it would strongly suggest me that the reason for the refund delay is simply to string things out (either for cash flow, or in the hope that the government agrees to vouchers).

I don't think that the 90 days would have anything to do with the s75 process, which I understand is separate and was not even mentioned on the call.