A Brisbane mother says a confusing flight credit rule has left her $1,500 worse off after her teenage son’s planned Bali holiday was called off.
Jessica Dorante, 43, had arranged Virgin Australia flights through Flight Centre for a June getaway to the Indonesian island, booking the trip with a friend.
But by February, Ms Dorante said the plan changed and her 15-year-old son was no longer going, explaining that his “behaviour was out of control” at the time.
The cancelled fare was converted into a $1,500 Virgin Australia flight credit, and Ms Dorante claims she was advised by a travel agent that she simply needed to make another booking before the credit’s cut-off date.
“We were under the impression we just had to book to use that credit before the 9th of September,” she told Yahoo News.
She said she understood that date to be when the flight credit would expire.
However, about two weeks before the deadline, Ms Dorante said she discovered the condition was stricter than she realised: the trip had to be completed by that date, not merely booked, ruling out her hope of using the credit for travel next 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,” she said.
A Brisbane mother has been left $1,500 out of pocket after a costly misunderstanding over her son’s cancelled Bali flight
Now unable to use the credit, Ms Dorante said she has been trying to get a refund.
When she called Flight Centre, she claimed she was told to contact Virgin instead, but was then diverted again to the travel agency.
After being directed between the two companies, Ms Dorante said Virgin Australia told her the matter ultimately rested with Flight Centre because the booking had been made through the travel agency.
When Ms Dorante complained to the travel agency’s customer relations, she said she was told she would not receive a refund.
According to the Virgin Australia website, flight credits issued for bookings made through travel agents are valid for varying periods.
‘For travel agent bookings, the validity period of a travel credit will depend on a number of different factors, including whether you booked a domestic or international booking and how you want to use your credit,’ it said.
‘Contact your travel agent for further information.’
However, Virgin’s Travel Bank terms and conditions, which apply to credits held directly with the airline, state customers must make a booking before a credit expires but can travel after the expiry date.
Jessica Dorante, 43, booked Virgin Australia flights with a friend through Flight Centre for a June trip to Bali, but in February, it was decided her son would not go
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‘You must make an eligible travel booking using your travel credits on or before the expiry date,’ it said.
‘The booking can be for travel dates after the expiry date.’
Our News Outlet has contacted Flight Centre and Virgin Australia for comment.
A Flight Centre spokesman told Yahoo News that while the credit’s conditions were set by Virgin Australia, its travel agents ‘should be able to tell’ customers what those conditions were.
‘In this instance, there seems to have been some confusion/miscommunication on our part initially,’ he said.
Fortunately for Ms Dorante, it appears she will have the choice of receiving either a refund or a travel voucher as a result of the confusion.
However, she said she was yet to receive confirmation.
‘I have not had any contact from them by phone or email,’ she said.
She received a $1,500 Virgin flight credit for the unused airfare and claimed a travel agent told her she only needed to make a new booking by a certain date
Ms Dorante posted details of her situation to TikTok, prompting some travellers to point to the terms and conditions.
‘Most credits with airlines have to be used and travelled by the expiry not booked by unfortunately,’ one said.
‘It’s called Ts and Cs (Terms and Conditions) and we need to read them for understanding a lot of people just agree,’ a second said.
‘Standard policy with most airlines, must fly by the expiry date of the credit,’ a third said.
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