Virgin Australia customers with unused COVID flight credits are running out of time to use them before they expire. With around A$90 million in credits at risk, many travellers are scrambling to book flights before the June 30 deadline. But what are your rights if you're unable to use your credits?
Virgin has revised its policy to allow customers to book flights now and travel later than before. However, the airline's refund policy is more complicated, leaving some customers uncertain about their options. Under the airline's revised policy, customers must book their flights using the travel credits by June 30, but they can travel until May 27, 2027.
For those who are unable to use their credits, there are a few options to consider. Firstly, customers can try to negotiate a refund with Virgin. However, the airline's contract law means that customers may not have the right to a refund. Alternatively, customers may be able to claim a refund through their travel insurance policy or under the Australian Consumer Law.
The Australian Consumer Law gives consumers certain rights, including the right to a refund if a service is not rendered with due care and skill. However, the law is complex, and customers may need to seek legal advice to understand their rights.
Virgin's revised policy has been met with criticism from customers, who feel that the airline is not doing enough to help those who are unable to use their credits. The airline has sent multiple reminders to customers with unused travel credits, but many have reported receiving important messages lost among promotional emails.