Queensland mans $22,000 fight with Virgin Australia

A Queensland man who booked a dream holiday to the US with his family just before Covid has been told he’s not getting any of his $22,113 back.

The Brisbane man, names Drew, had spent seven years saving for the trip of a lifetime after promising his nephew, then 14 years old, that when he turned 21, he would take him to Las Vegas.

The day had finally come and on the 11th of February 2020, Drew booked three return business class flights (for himself, his wife and nephew) from Brisbane to LA through Flight Centre

He also booked a domestic flight with Virgin's then affiliate airline Delta, from LA to Las Vegas and accommodation for the duration of their two-week stay.

The trio were due to fly out on the 31st of October 2020, but when the pandemic hit, flights were grounded. As a result, Flight Centre have refunded him just shy of $4000 for his domestic flights and the hotels — but Virgin said they could not do the same.

The airline entered into voluntary administration in April 2020 and as a result Drew was issued Future Flight credits of the same value to use by January this year — it was later extended to the 31st of December.

A Virgin Australia spokesperson said because it does not hold any of the funds, it was not possible to give refunds to customers who booked flights or holidays before the company went into voluntary administration on the 20th of April.

“Unlike our competitors, the new Virgin Australia business does not hold any of the funds customers paid for these bookings,” a Virgin spokesperson told news.com.au.

“These (Future Flight) credits expire on December 31, 2023, over three years since they were issued, Drew said.”

He went on to say “I have got a mortgage, bills and inflation has crept right up.

“I have had to tighten the belt on a few things and that money is just sitting there in limbo.

“I just want a fair go.”

He looked at using his credits with Virgin’s partners, like United Airlines, but he was told that wasn’t a possibility.

“Since they teamed up with United Airlines, I asked if I could use the flight credits with them – but they said no.”

On the Virgin website, it states that Future Flight credit can only be used on Virgin Australia operated flights, including any future services Virgin Australia operates.