Cancelled Virgin Flights, bought through PH Travel
in Coronavirus travel help & info
19 replies 314 views
I bought 2 Virgin Atlantic flights in June from PH Travel Ltd for travel later this month. Last week, I got an email from PH Travel to say that Virgin had cancelled the flights and what do I want to do. I requested a refund in full. PH Travel have now come back to me and are saying that they will only refund £3000, from a total purchase cost of £3300. Is this legitimate? Do i have any rights for a full refund? Thanks
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Service fees for doing work on your behalf to obtain the refund from the airline and refund it to you is completely normal for third parties, whether the amount being deducted is correct will depend on the t&cs at the time you booked
e.g. If those terms had a clause which said something like "...in the event of The Company cancelling this agreement, you agree to pay The Company a 75% cancellation fee...." it would clearly not survive any test in court because it would be unusual and customer would not be expected to know about it. The exception is where such a clause is prominently displayed very clearly before purchase. Then it would be hard for the customer to claim he wasn't aware of it.
In summary, do not treat the terms and conditions of a travel company as being set in stone particularly if there are any unusual or onerous clauses.
1) what would happen if the airline cancels my flight?
2) what would happen if the flight operates but I do not wish to travel, either due to isolation rules or another reason?
The flights I have booked direct with the airline I know 1) get 100% refunded, 2) get 100% in form of a voucher. I would not expect the same results if I chose to book through a third party unless it specifically confirmed that.
"All bookings are subject to our terms and conditions.
Cancellation before ticket issuance: - Should you or any member of your party be forced to cancel your flight or holidays, we must be notified by the person who made the booking and who therefore responsible for the payment of cancellation charges.
Cancellation after ticket issuance: - Cancellation after ticket issuance will result in loss of 100 % of total cost of all travel arrangements in most of cases. Please consult with your travel consultant. Low cost airlines/Charter flights carry a 100 % cancellation fee in both conditions before or after ticket issuance.
If you know that you would like to defer your travel plans, then please e-mail us from here or call us 0207 725 7000 and let us know your preferred dates to move your booking to. Please do not expect an immediate reply, once we are through our immediate departures we will move onto these replies and call you about your plans. To assist us in dealing with your request, please also detail your booking reference number, current planned date of travel and best phone number to contact you. "
- With travel restrictions and
advises changing rapidly due to COVID-19 pandemic and with almost every
airline requiring a negative COVID-19 test (RT-PCR) certificate to be
accepted on the flight, we would always advise to the customers to please
check the latest updates on https://www.gov.uk/world & https://www.gov.uk/guidance/travel-advice-novel-coronavirus
Entry restrictions are imposed by a number of countries and including passengers with a connecting flight. Please make sure you reconfirm your flight with the airline and also check the latest information on the airlines website as it’s difficult for us to cascade any last minute changes in your flight due to operational challenges.
Was this a booking for 4 people? If so sounds like their £75 x 4 admin charge.