Virgin havnt refunded Flying Club Points / cash , advice needed please.

deejaybee

Hi all,

We booked a Las Vegas hotel for last September via Virgin Holidays, and used Virgin Flying Club points towards the cost  ( few hundred pounds worth ).

I We had paid in full ( including money from points ) and the holiday was obviously cancelled by Virgin, we received the amount we had paid by credit card ( Virgin Atlantic C/C ) back to the same C/C. Not sure if its relevant, but on the holiday invoice, the amount from points was just down as a "payment"   no points mentioned.

I WhatsApped Virgin early in November regarding this, and got a standard reply requesting DOB and postcode info for data protection purposes, to which i replied.

Did a follow-up WhatApp just over 2 weeks late requesting update, but no response since then.

Any suggestions how i should play this ?  Presumably they should at least refund my points, if not the cash value of said points ?

If i continue to receive no response, apparently there is a way to do an online claim against them ?

Thanks

MattMattMattUK

deejaybee said:

Any suggestions how i should play this ?  Presumably they should at least refund my points, if not the cash value of said points ?

You should keep contacting them. You might assume they should refund the points, but according to their terms and conditions they do not have to, the points have no monetary value (despite being able to use to pay for things), can be withdrawn at any time and do not need to be returned in the event of a cancellation (at any time, irrespective of Covid). They can withdraw/cancel the points scheme at any point in time as well.

deejaybee said:

If i continue to receive no response, apparently there is a way to do an online claim against them ? 

I am not sure what you mean by "online claim", but no, you have no way of exerting legal pressure in this situation. It is entirely their choice if they refund the points and I would suspect you have a better chance of winning the lottery than them "refunding" the points as actual money.

Your best bet is to keep pushing them and they may well return the points to your points account, but they do not legally have to.

Westin

Have you logged into your FFC account to check if credited?

The old scheme (Flying Club) has recently changed to a new reward scheme called Virgin Points. I guess there could be some teething issues changing over and possibly wasn’t even a system set up to credit old FFC miles over to new Virgin Points.

The other possibility that crossed my mind is if the point crediting is done on a monthly cycle.  I recall when I used to earn from secondary spend like car rental or when they had a John Lewis promotion, the crediting of points could be a month+ later. Credit card points the same. Points credit might therefore be processed and show at a different time to the cash refund you have received.

I think you will just have to persist with trying to reach Virgin Holidays for the answer as they likely the only ones to be able to answer correctly and assist with your points issue.

Moonlight007

We have 2 Business Class non refundable return flight tickets to Cape Town SA departing 9 Dec 2020, booked 4 March 2020. Flying with BA but booked through BYO Jet. We cant get response from booking agent but called BA who say flight is not cancelled but could be cancelled up to the day of flying. We do not wish to go on holiday because of health risks.  Gov.UK states flights to SA have resumed (with COVID test in advance) it refers you to TravelHealthPro website which states 'All travellers are advised to avoid non-essential travel to this country.
Our travel is not essential so where do we stand please?  We do have travel insurance in place taken out before we booked.

MattMattMattUK

Moonlight007 said:

We have 2 Business Class non refundable return flight tickets to Cape Town SA departing 9 Dec 2020, booked 4 March 2020. Flying with BA but booked through BYO Jet. We cant get response from booking agent but called BA who say flight is not cancelled but could be cancelled up to the day of flying. We do not wish to go on holiday because of health risks.  Gov.UK states flights to SA have resumed (with COVID test in advance) it refers you to TravelHealthPro website which states 'All travellers are advised to avoid non-essential travel to this country.
Our travel is not essential so where do we stand please?  We do have travel insurance in place taken out before we booked.

It would be better to have started your own thread. You are not entitled to a refund from the airline unless they cancel the flight, you may be entitled to a payout from your travel insurance if the policy covers FCO advice against all but essential travel, you will need to read the fine print of your travel insurance policy.

deejaybee

Thanks for replies, seems like i will have to keep on requesting updates as suggested .