SOUTHALL TRAVEL DISGRACEFUL CUSTOMER SERVICE AND REFUND- VIRGIN FLIGHTS

[Deleted User]

Strange post?  OP only seems to want to vent about agents rather than wanting to hear he was, possibly, in the wrong.   Bottom line is OP cancelled their own holiday so like dozens of other online agents (who had no idea what the next steps would be) they accepted the cancellation and provided vouchers which was all they could do when a flight hadn’t been cancelled.  Although I agree booking direct is best, these agents have done nothing wrong.   Vouchers provided as requested and up to customer to rebook when they can. 

NoodleDoodleMan

Regardless of any other issues, it's not unreasonable to expect travel agents, including online operatives, to be aware of relevant refund scenarios and consequential implications if the client cancels a booking ahead of the airline pulling a flight. 

Caz3121

I think the crux of the issue is the decision to cancel before the airline did. 
If Southall Travel was not in the mix and flight had been booked direct with Virgin Atlantic the outcome would be exactly the same. If you cancel a flight whilst it is still scheduled to operate there is no rights to a refund (unless purchased refundable fare) If the airline subsequently cancels the flight, the passengers that have confirmed bookings on the flight at time of cancellation are entitled to a refund....those that had already cancelled their booking and were not confirmed on the flight at time of cancellation are not.

NoodleDoodleMan

I think the OP's main beef is that Southall (it is claimed) did not advise him that a cancellation of the booking prior to Virgin pulling the flight would remove any refund option.

Of course I may have read that wrongly.

If Virgin are not prepared to refund Southall then they, in turn, would not be in a position to refund the client.

[Deleted User]

NoodleDoodleMan said:

I think the OP's main beef is that Southall (it is claimed) did not advise him that a cancellation of the booking prior to Virgin pulling the flight would remove any refund option.

Of course I may have read that wrongly.

The point is, the information given was correct at the time of the phone call.  Agents would be unaware if the flight would be cancelled.  He was correctly told if he cancelled then he would lose his money - as it stood on that day - and all that could be offered was a credit for future use (which if the flights had gone ahead would have been a fabulous option)   Should/could agents have ensured he knew this was cancelling that particular flight?   🤔  maybe but not convinced the whole issue is just one of sour grapes as OP jumped the gun instead of waiting to see what happened.  

DCFC79

OP what if CAB and Which Legal are both wrong with the advice ?
If you want proper advice you need to pay for it. 

NoodleDoodleMan

Paid for professional legal advice is not wholly reliable either.

There was recently a dispute in Scotland involving football clubs and a governing body - QCs hired as counsel gave conflicting opinions on the merits of the case.