Virgin Australia - thumbs down!!! Booked to Norfolk Island with Air New Zealand but mainland sector was Virgin Australia. A few weeks before we flew we were told by Air NZ that Virgin had cancelled our return flight from Brisbane to Adelaide and we would have to spend a night in Brisbane unless we cut short our holiday or lengthened it. Neither was possible due to availability of flights off of Norfolk Island and the fact that there was no available accommodation AND we had to be back at work. After querying accommodation, Air NZ (who were really helpful) spoke with Virgin and we were given vouchers for overnight accommodation in Brisbane. (Virgin didnt really want to) However, we were not given vouchers for dinner or breakfast or transport and the motel (which was pretty ordinary) was a $60 round trip from the Airport! Virgin have refused to compensate us as they say that we accepted the change to schedule - we had NO choice unless we wanted to stay in Brisbane I guess. Air NZ dont want to know either and the Airline Customer Advocate were absolutely useless. So we are now out of pocket by just the amount of our Travel Insurance excess of $250 (which you dont get to pick) So BEWARE of finding yourself in the same situation. No, we were not delayed just stranded if we didnt go with the next flight or I guess we could have just cancelled our whole holiday in fact, that was actually suggested to us! Virgins Response when I quoted their own Guest Charter A schedule change is a situation where a flight schedule is changed in advance, ie. not on the day of travel. If a guest chooses to travel on the new flight that is considered acceptance of the schedule change as the guest travelled on the new flight. The accommodation provided was from Air New Zealand, not Virgin Australia, so we are under no obligation to cover food or transport costs. You have quoted information from the Virgin Australia Guest Charter, I apologise as it does not apply in this situation as you were not delayed and Virgin Australia did not provide the accommodation. Feel free to share this because I think this is something people need to be aware of.
Posted on: Thu, 06 Feb 2014 04:41:53 +0000
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