A Brisbane mother is facing a potential $1,500 loss after a misunderstanding regarding the terms of a Virgin Australia flight credit. Jessica Dorante booked flights for her and her son to Bali through Flight Centre, but later decided her son would not travel due to behavioral issues.
Dorante stated that she received a $1,500 flight credit from Virgin Australia for the unused airfare. She claims a travel agent advised her that the credit only needed to be used for a new booking before its September 9 expiration date. However, two weeks prior to the expiry, she learned that the airline's policy, particularly for travel agent bookings, required the travel itself to be completed by the deadline, not just booked.
This distinction meant she could not use the credit for a planned trip the following year. "I'm devastated, it's a lot of money to lose, especially with how everything is at the moment and the cost of living. I'm so angry," Dorante told Yahoo News.
Dorante has been attempting to secure a refund, but has been directed between Flight Centre and Virgin Australia. Virgin Australia indicated that because the booking was made through a travel agent, the resolution rests with Flight Centre. Flight Centre's customer relations reportedly informed Dorante that a refund would not be issued.
According to Virgin Australia's website, the validity of flight credits for bookings made through travel agents can vary. The airline advises customers to contact their travel agent for specific details. In contrast, Virgin's Travel Bank terms for credits held directly with the airline state that a booking must be made using the credit by the expiry date, but travel can occur after that date.
A spokesperson for Flight Centre acknowledged a potential "confusion/miscommunication on our part initially" but noted that the credit conditions are set by Virgin Australia. They added that travel agents should be able to explain these conditions to customers.
While Dorante was informed she might receive either a refund or a travel voucher due to the confusion, she reported not having received confirmation or contact from either company as of the report. The situation gained attention on social media, with some users pointing out the importance of reading and understanding the terms and conditions of airline credits, many of which require travel to be completed by the expiry date.