Virgin extends journey date for expiring COVID-19 flight credit after criticism

Virgin Australia has prolonged the expiry date for journey booked with flight credit issued throughout COVID-19 journey bans, following stress from prospects and client advocates.

The airline had beforehand mentioned journey vouchers issued by Virgin Australia between April 21, 2020 and July 31, 2022, would expire on June 30.

Customers have been additionally advised they would wish to fly by that date as effectively.

However, because the deadline approached, the airline confronted growing criticism and calls to concern refunds as a substitute.

Customers will nonetheless must spend these credit by June 30.

However, the airline this morning introduced prospects will now be capable to use these credit for flights as much as “late May 2027”.

According to a monetary outlook printed in late February, the airline held about $93 million in unclaimed COVID-19 flight credit.

Virgin Australia chief government officer Dave Emerson mentioned greater than $1 billion price of COVID-19 credit had already been claimed.

“Around 90 per cent of all COVID credits have already been redeemed,” Mr Emerson mentioned.

“For customers who still hold a remaining balance, this extension provides additional flexibility to plan and take future travel.”

‘This doesn’t re-establish belief’

Rockhampton resident Peter Kernke mentioned Virgin’s backflip to increase the journey interval didn’t go far sufficient.

He solely just lately found his household nonetheless had a $412 Virgin credit score for a flight cancelled through the pandemic, whereas his spouse was travelling between Rockhampton and Sydney to go to her dying mom.

“They’ve essentially given me 11 days to sort out travel plans that I don’t have to take in the next eight months,” Mr Kernke mentioned.

“Where is the government taking action on this?

“I would like authorities motion to pressure Virgin to do the best factor since you clearly cannot do it by yourself.

“This does not re-establish Virgin’s trust with their public.”

Senator says it is ‘not ok’

The announcement additionally didn’t sit effectively with Senator Bridget McKenzie, the Shadow Minister for Infrastructure, Transport and Regional Development.

“If Virgin is expecting a slow clap and a cheer of hooray from their loyal customers, they’re not going to get it from this announcement,” Senator McKenzie mentioned.

“In the middle of a cost-of-living crisis, giving people a handful of days to actually book flights to use these credits over the next 12 months is absolutely not good enough.”

She mentioned airways shouldn’t be allowed to retain buyer funds with out offering the service paid for.

“It shouldn’t be the right of Virgin, Qantas or Jetstar to just pocket people’s money.”

Senator McKenzie mentioned she had raised issues with the Transport Minister, Catherine King, and the Australian Competition and Consumer Commission forward of the expiry deadline.

Earlier this week, she known as on the airline to increase the expiry date or supply prospects refunds.

Choice Communications and Campaigns Director Andy Kelly welcomed the choice, but additionally mentioned Virgin Australia ought to have gone additional.

“The staggering value of credits that Virgin still holds is a clear indicator that customers need more time to use them, or can’t use them and should be given a refund instead,” Mr Kelly mentioned.

“We’re calling on the government to ensure that the new Aviation Consumer Protections Charter is strong, and deals with the many issues that consumers currently face around credits and refunds.

“[That includes] requiring airways to transform credit to refunds if the client has been unable to make use of them.”

Mr Kelly had also previously called on the airline to give the money back to customers.

“Many shoppers ebook flights for a particular function,” he mentioned.

“If the flight is cancelled, they might not have a cause to fly.”

He also pointed out that flight prices may have increased “dramatically” for the reason that pandemic, which means shoppers might must chip in extra money to make use of the credit score, which they might not be ready to do.

How do I declare my Virgin journey credit?

Virgin Australia says people with outstanding COVID flight credits have to spend them by June 30.

And they can only be spent on flights or travel add-on products for flights departing up until “late May 2027”.

The airline says all travel credits should be available via what it calls the “journey financial institution”. 

This is an account arrange by the corporate to retailer journey credit. 

Virgin says people who have credits in their travel bank should have received an email with an account number and login details so customers can access the portal. 

They can use those travel credits by booking flights directly through the Virgin Australia website and selecting the “journey financial institution” option on the payment page. 

They can also claim credits by booking over the phone.

“Customers can proceed to make use of their credit to ebook on Virgin Australia and accomplice airline flights, for family and friends members, and throughout a spread of journey extras together with Economy X seating, additional baggage or pet journey,” Virgin Australia Chief Customer Officer, Andrew Cleary, mentioned.

People who suppose they’ve a journey credit score however do not know what their journey financial institution particulars are ought to go to the website dedicated to retrieving their details.  

Customers can contact the airline at its visitor contact centre by calling 13 67 89.