Would give 0 stars if I could
Would give 0 stars if I could! WORST customer service ever!!! I became very ill 2 days before my return flight to Sydney, and woke up in time to be, literally, 3 mins after the 48 hour cutoff. Would have been less if their change flight system was easier to use. So, essentially ‘computer says no’! I want expecting a refund, just wanted to change the flights - so, I asked the chatbot what to do - which took 20 mins because it’s so slow. It kept telling me to use their online system. So, I’m now 24 mins past the deadline when I called an actual human if I could apply for special consideration. She first told me to use the online system and when I explained that wouldn’t work she said she’d email me with details of how to apply. Which she did - but I needed a medical certificate - which took me to the next day. I submitted what they need my email and got a reply texting me to use the online system 🤦♀️ There is actually a manage my booking tab - but same deal. Meanwhile, I receive a reply that because my request is outside the 48 hour cutoff it has been denied. OMFG! Meanwhile, I’m still receiving reminders about my flight - clearly, she never cancelled my tickets. So, people don’t get sick and don’t apply ‘any’ minutes later than the deadline - and DON’T USE AIRPAZ!!! Update: After checking the reply, it’s clear Airpaz is not reading my request, or understanding the situation. Yet another automated reply telling me ‘computer says no’ - so, definitely don’t use Airpaz. BTW - Virgin cannot assist and they know that, the tickets were booked via Airpaz. I will be contacting the ombudsman. Their reply: Dear Customer, We sincerely understand how disappointing and inconvenient this situation must be, especially regarding the rescheduling of your flight by the airline. After reviewing your case, we regret to inform you that we are currently unable to assist with a flight change as the scheduled flight has already passed. In situations like this, any further assistance will depend on the airline’s policy and discretion. Therefore, we kindly recommend contacting **Virgin Australia** directly to check whether they may still be able to provide any possible assistance regarding your booking. We truly appreciate your understanding and hope the airline will be able to assist you further. Best regards, Airpaz Global Support