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Hi everyone,
I’m looking for advice on getting cancellation fees waived due to a medical issue. I’m scheduled to fly this Saturday with Virgin for a 10-day trip, but my child has a temporary medical condition preventing her from travelling. The airline has said they can waive the cancellation fees if I provide a medical letter stating that she is unable to travel until the end of the ticket validity period, which is in November. I don’t fully understand why this is necessary—has anyone else encountered this kind of requirement before?
Additionally, I booked one leg of the journey under the airline’s old system and the other under their new system, and the call centre agent told me I’d have to pay two separate cancellation fees, totalling £200, which seems excessive. Has anyone had experience challenging this kind of fee structure? Any advice on the best way to approach this situation with the airline would be much appreciated.
Thanks in advance!
I hope your child recovers soon, and it’s a shame you’re missing your holiday, but I think Virgin is being reasonable here. It’s quite normal to request proof of inability to travel and some airlines would expect you to claim any costs incurred from your travel insurance.
I don’t quite understand your second question – if VS are saying they will waive the fees, then I can’t see the problem? However, if you make a booking with specific Ts and Cs attached, you need to be prepared to comply with them. The new cancellation fees on VS were introduced along with dynamic pricing, and I admit I only know about them because they were discussed here, but really it’s my responsibility to ensure I’m aware of them!
Thanks so much for getting back to me! I agree that the airline needs proof otherwise anyone could call up and claim anything. I have emailed my daughter’s GP surgery to ask for a letter although I understand that it is not an urgent matter for them…
Re my second question – I used a credit card voucher to book a companion seat for my daughter. I first booked the Inbound on the old system and then I ended up booking the Outbound once they had changed system although they could not add it to my current booking because their system changed so I had to make another booking. If I cancel, Virgin are essentially asking me to pay cancellation fees for both legs because they are on two separate bookings….
Whilst it’s reasonable for the airline to ask for proof of inability to travel is it reasonable that this needs to cover the period through to November?
You always have to pay cancellation fees per booking, BA is the same. It’s swings and roundabouts because separate bookings give you more flexibility. But again, if VS are waiving the charges, what’s the problem?
@Man of Kent, we don’t know what the medical condition is – some are obviously long term.Whilst it’s reasonable for the airline to ask for proof of inability to travel is it reasonable that this needs to cover the period through to November?
Yes. As otherwise it’s clear the airline would expect the journey to be taken at a different date within ticket validity and possibly incurring a change fee.
The agent has informed of what it will take to get an actual refund rather than the above.
PS normally passenger’s own insurance would cover this situation and not airline responsibility in most ts and cs so passenger should pay any cancellation fee gratefully?
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