| Name of Complainant | |
| Date of Complaint | September 13, 2020 |
| Name(s) of companies complained against | Mytrip.com |
| Category of complaint | Airlines |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Booked my flights on 21st January 2020.
I sent the Travel Agent an mail on Sun, 19 April to ask about the COVID issue in regards to getting a refund or rebooking/credit? I received no reply but an automated email on 23rd April 2020 to choose to “Keeping your booking open with a voucher by clicking on the option”. I did this and received an email confirmation shortly after that this was my selection conditions being:
“Keep booking open with a voucher.
Virgin Australia offers a voucher, available via Mytrip that allows all passengers of your booking to rebook for the full value of the original tickets. The voucher will be valid for 331 days from the day that you apply for it, however the new travel dates must be within a year from your original booking date. With this option you can relax and wait until later for a better travel date to any destination operated by Virgin Australia.”
Received an email on Wed, 12 August 2020 for the possibility to rebook my ticket by using a voucher code. This voucher code does not work.
The Travel Agent wrote:
“As you may know, Virgin Australia has been under voluntary administration since April. Today they have set a new deadline for the use of your voucher: September 23.
This means you will have to both book your new ticket and use it to travel before that date. The deadline may be extended, but we cannot promise you this and so we urge you to rebook your ticket at the earliest possible moment.
We will also charge an assisted handling fee of 30 EUR.”
I have written numerous emails on 25th, 29th, 31st August 2020 with no reply. I have also tried to call the phone number +61281887187 which is not working/number does not exist and +1 4243400959 I managed to get through the line after waiting on the line for 90 minutes (1.5hrs)! The line was VERY faulty and I had to ask every sentence to be repeated by very bad english (obviously a cheap phone service). He then said I should hold as he looks into my booking number and after I waited and I could hear noises the man hangs up on me!!!
Best would be to receive a refund for these flights.
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