After Virgin Atlantic cancels Peter Ross’s flight from Washington to London, he asks for his Chase points back. Why isn’t he getting them?
Question
My wife and I planned a trip to London and Paris using points that we had transferred from Chase Ultimate Rewards to Virgin Atlantic specifically for our flights. The itinerary included a flight from Washington, D.C., to London, the Eurostar train from London to Paris, and a return flight from Paris to Washington on Air France.
The morning of our departure we received a flight cancellation notice. I immediately called Virgin customer service and spoke to a representative who put us on a British Airways flight the same day. I received an email with no locator number, so I called back. The next representative said that the British Airways flight was not available and that the original representative would call me within 60 minutes to confirm us on another flight.
I never received a return phone call and when I continually called back over a five-hour period nobody called me back as promised. I have screenshots of my phone calls with the time I spent on the phone.
Virgin offered to rebook us on a flight two days later, but the cost of our hotels and the Eurostar were significantly higher and my wife only was able to take her vacation on our planned days. I’d like a refund of the value of Virgin Atlantic points that were transferred from Chase Ultimate Rewards. Can you help? — Peter Ross, Washington, D.C.
Answer
I’m sorry to hear about your ruined vacation. Virgin Atlantic should have refunded your points promptly. So why didn’t it?
It looks like you had a dispute with the airline after the initial cancellation. A Virgin representative rebooked you on another flight but didn’t send you a record locator, so you couldn’t be sure it was a confirmed reservation. You then found an empty seat on another flight, but Virgin Atlantic wouldn’t book you on that flight. So you canceled your trip.
Worse, Virgin Atlantic promised to call you back to fix the problem but never did.
Here’s the thing: It doesn’t matter why your flight was canceled or what kind of alternate flight your airline offered. When an airline cancels your flight, you get your money or your points back. Full stop.
How to get a refund of your credit card points when Virgin Atlantic cancels your flight
Flight cancellations can be maddening, especially when you’ve used your hard-earned credit card points to book the trip. While many credit card companies claim that points are nonrefundable, there are ways to get a refund or reimbursement.
Understand the airline’s cancellation policy
Before you start the refund process, check the airline’s cancellation policy to see if they offer any refunds or vouchers for canceled flights. Some airlines may offer a full or partial refund. Others may provide a voucher for a future flight. Remember, you deserve a full refund of your points, always.
Contact the credit card company
Reach out to your credit card company’s customer service department and explain the situation. It may be able to offer a refund or reimbursement for the points used to book the canceled flight. Be prepared to provide documentation, such as the flight itinerary and cancellation notice, to support your claim.
Look for travel protection benefits
Many credit cards offer travel protection benefits, such as trip cancellation or interruption insurance, that can help you recover your points or get a refund. Check your credit card agreement or contact the issuer to see if you have this coverage.
Request a “goodwill adjustment”
If the credit card company is unwilling to offer a refund or reimbursement, ask if they can provide a “goodwill adjustment” as a one-time courtesy. This is not a formal policy, but some credit card companies may be willing to make an exception in certain situations.
Escalate the issue if necessary
If the credit card company is unwilling to help, ask to speak with a supervisor or someone who can review your case. Explain the situation and provide documentation to support your claim. Be polite and persistent, and don’t be afraid to ask for a refund or reimbursement. Here are links to our credit card executive contacts.
Here are a few insider tips
- Always keep a paper trail of your flight itinerary, cancellation notice, and communication with the credit card company.
- Remember that some credit card companies may have specific rules or limitations on refunds or reimbursements for canceled flights. Try anyway.
- Don’t assume that points are nonrefundable. It’s always worth asking about refund options.
Don’t forget to stay calm, be polite, and provide documentation to support your claim.
How about this Virgin Atlantic canceled flight case
A brief, polite email to one of the customer service managers at Virgin Atlantic or Chase might have helped. I publish both on this consumer advocacy site.
Even a quick review of your itinerary would have revealed the problems of rebooking you on a flight. But if it didn’t, then Chase should have been able to claw back your points.
As I look at your correspondence with Virgin Atlantic, it appears that the airline was trying to pressure you into taking one of its upcoming flights. That’s understandable — it didn’t want to issue a refund. But rules are rules, and the airline couldn’t just keep your points.
You reached out to my advocacy team. I contacted Virgin Atlantic on your behalf. A representative contacted you, and you furnished the airline with additional proof that things had gone sideways with your European vacation. The Virgin Atlantic representative admitted to “multiple failures in customer service.”
Virgin Atlantic credited your points and added a flight voucher for the inconvenience. It also reimbursed you for the nonrefundable Eurostar tickets you lost.
