Advice needed please - refund on Z fares?

We have booked 4 Z-class flights to MCO in Aug for my family, but my husband has just been diagnosed with terminal cancer (with a prognosis of 12 mths max), and we are now in the position of having to cancel his ticket, and almost certainly mine and the children's as well. Under the circumstances, is there any possibility that Virgin would consider a refund? If I took the children, we might have to rush back in an emergency, even if I could organise care for my husband at home. We also have 2 K-class and 2 U-class tickets (using his flyer points) to LAS booked for Oct. Again, could we get a refund and our flyer points credited, hopefully to my account, not his? These tickets were all purchased direct from Virgin online. Any advice would be appreciated before I contact Virgin.






Edit to thread title by mod.... Nick

[HighFlyer]

Hi

Firstly, i am so sorry to hear about your news. Best wishes to your family at what must be a difficult time.

Technically, Z fares are not refundable. (you can claim the tax back, but not the fare), however, seen as this is extenuating circumstances i would certainly advise you to contact VS and explain your situation.

There have been cases in the past where by sending a letter from your doctor (as proof of the medical condition) has resulted in a full credit, but obviously none of us can speak on behalf of VS, so its really up to them. They have every right to stick to their T&C's of sale, though there is absolutely no harm in contacting them, nothing ventured, nothing gained as they say.

You can upgrade your Z fares to J fares which are refundable/changeable, but obviously there will be a cost incurred with this. K fares fall into the same non-refundable bracket, although you should be able to get your miles credited back for the U fares quite easily. I have cancelled flights bought with miles before, you may have to pay a 25% miles penalty, depends on the date of travel and the kindness of the person you speak to [:I]

Alternatively, you may be able to claim on your travel insurance for the ticket costs?

Best of luck in persuing this! Let us know how you get on.

Thanks,
Sarah

I am sure if you explained to Virgin the situation they would understand.

My g/f and I are in a similar situation. We were due to be booking our wedding at Disney a couple of weeks ago for a wedding in May 07 but then my g/f dad collapsed out of the blue. He has been diagnosed with a grade 4 brain tumor so will very likely only have between 3 months to a year. We have therefore decided to not get married just yet for fear of being out the country in an emergency.

My deepest sympathies with you at this time. I'm sure Virgin would be just as understanding.

[preiffer]

Just one thing to bear in mind with Sarah's suggestion. By upgrading a Z fare to a J fare, it is not fully refundable. The original Z fare amount of the ticket remains non-refundable.

As others have said, I'd call - and see what they say. I honestly can't see them being unsympathetic. Good luck. [y]

Of course they will refund it all for you. They may want to see a hospital letter but even heavily discounted economy fares are refundable in situations such as this.

Best wishes.

What awful news and how distressing for you, your children and your husband. I hope Virgin accommodate you. Ring Virgin directly and explain, ask to speak with a supervisor and be ready to have some proof (unfortunately, as Sarah mentions a doctor's letter is the usual requirement). Good luck and I hope you can use the money on some other activity that will bring joy to you all.

I am sure that Virgin will refund you - if not in full, certainly the vast majority of what you have paid. Rules are made to be broken when there is a compelling reason to do so, such as this. As Sarah mentioned above, if you provide the necessary letter to confirm the circumstances, they should be sympathetic.

I hope everything works out as best it can in what must be a very difficult time for you.

Very sorry to hear your devastating news.
I have had a couple of non refundable fares refunded in the past due to a medical problem in the family(family member not traveling).The flights were booked direct with VS.I had to send a doctors letter to VS reservations,and both tickets were refunded in full within a couple of days.
Had the same situation as you with my Dad, 5 of us including him booked through Virgin Holidays, they didn't want to know; I did get a partial refund paid by my Amex travel insurance only after they kindly deducted 5 lots of excess and took 6 months to pay up.
Best wishes Chris.

[ChuckC]

jf,
You are in our thoughts.

Chuck-

So sorry to hear your news. You sound very brave about it: I'm not sure I would be. I hope you do get your refund: if there is any justice in the world you will.

Take care


EC

Just a belated update. Firstly, thanks to everyone for their kind thoughts and advice. Have just received a refund from Virgin for the total amount for all our tickets. The people I spoke to at VS to explain the situation were very helpful, and did not quibble about issuing a refund as long as I sent them a doctor's letter, so I am more than happy with the way this was dealt with.

I am very glad you got a result.

Jeremy

[Nottingham Nick]

Pleased that they came through for you. It is difficult to be too upbeat given the circumstances that the refund became needed, but it is nice to know that a big company has a human side. [y]

Nick

Good result JF. [y]