A Brisbane mother says she has been left $1,500 out of pocket after a misunderstanding over her teenage son’s cancelled flight to Bali.
Jessica Dorante, 43, had booked Virgin Australia flights through Flight Centre with a friend for a June getaway to the Indonesian holiday island.
But by February, Ms Dorante decided her 15-year-old son would no longer join the trip, saying his ‘behaviour was out of control’.
She was issued a $1,500 Virgin flight credit for the unused fare and claims a travel agent advised her that she simply needed to make another booking before a set deadline.
‘We were under the impression we just had to book to use that credit before the 9th of September,’ she told Yahoo News.
‘That’s when the flight credit expired.’
But Ms Dorante learned two weeks before the expiry date that the airline required her to complete the trip by the deadline, meaning she couldn’t fly next year as planned.
‘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.’
The Daily Mail 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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