Comments on: Virgin Blue – B-Secure Travel Insurance scull duggery!

By: Dennis Polivnick

Dennis Polivnick — Sun, 27 Jun 2010 04:50:37 +0000

I have just had the same experience whilst buying a ticket for my wife who is overseas at the moment. When I complained and queried it with them, I was told that they would not speak to me because of the Privacy act. I was the one that was hoodwinked and I was the one who booked and paid for the ticket.
I will not be flying with Con Artists in future.

By: AnneB

AnneB — Sun, 25 Apr 2010 05:19:44 +0000

Same happened to me; I didn’t check any boxes to request travel insurance! I requested my refund within the 14 days….after 3 months of emailing Bsecure I got a reply..they said it was in Virgin Blue’s hands… now 5 months after I made the flight I have yet to make contact with Virgin Blue. At least I have insurance numbers and emails as evidence. It’s the principle of this for which I will continue to fight. But once bitten..:)

By: Victoria von Witt

Victoria von Witt — Thu, 21 May 2009 08:40:38 +0000

See my previous comments.

By: Victoria von Witt

Victoria von Witt — Thu, 21 May 2009 08:39:09 +0000

I am simply trying to upgrade my insurance with B-secure but I have not received a policy number since paying some weeks ago, accidentally including the $9 insurance, which I had had trouble upgrading before. It is much easier not to buy it and to buy the correct insurance directly instead of trying to upgrade. I have phoned three times and got nowhere. Very annoying. It is very difficult to find any direct contact information. I found out from Virgin Blue a 1800 number but that is only available 9-5 Monday to Friday and appears to be for claims. I just want my insurance certificate number and why hasn’t it been e-mailed to me? At least I can complain on your web site but I’d much rather complain to them directly and get the upgrade I need.

By: Sam

Sam — Fri, 12 Dec 2008 10:25:23 +0000

I had the same experience am still trying to get my money back!! I booked the flights on saturday so once I realised I had paid for insurance I didn’t request, I called the number but they were closed. I called on the Monday and cancelled and was told that the money would be refunded. 15 days later I called again and was told the money should be in my account within the next 3 days. 5 days passed the money was still not paid & I called back. I was told there wasn’t any notes that I had cancelled my account!!!!- after being put on hold several times I was disconnected. I called back and spoke with somebody else and they said there are notes!! but no action has been taken to refund I have set this up for you and you should have your money in 7-10 working days. Its the 10th day guess what no refund!! unfortunately they are closed and tomorrow is saturday – this “cooling off refund” is just NOT COOL it has aggrevated me soOOOO much. If there is nothing done Monday i will be lodging an official complaint.

By: Vladimir

Vladimir — Wed, 03 Sep 2008 12:55:42 +0000

The same experience.
I have made booking of 20 person and it is too many things to check it, that I have ignored the button, where is preset the insurance for 9 dollars. For 20 people, it is 180 dollars lost, and it is very difficult look for the right phone number, which is usable from Europe (from Virgin Blue I have got only 1800… phone).
This is not right – why the insurance for the luggage, which is in duty of Virgin Blue? And how can happen, that I buy the service, which I didnt agree before?

Vladimir, Czech republic

By: Interwoven

Interwoven — Thu, 19 Jun 2008 05:45:31 +0000

Somehow i missed the point. Probably lost in translation Anyway … nice blog to visit.

cheers, Interwoven.

By: Brigitte

Brigitte — Wed, 18 Jun 2008 06:24:29 +0000

It’s definitely the principle of it and not the $ 9. Virgin Blue is to blame for the way they set up the website. I had unticked the box for the travel insurance and for some reason I had to go back and the box automatically reset itself with a tick which i did not notice. I rang up B-secure and cancelled the insurance (who needs a $ 9 insurance for a flight which costs $ 139? They were going to refund the money. That was on 12 May but the money has not been refunded up to date (16 June)
Today when I phone them again I am told there is no record of my cancellation and I tell them “Lovely, then I contact Fair Trading”. After that a supervisor is contacted and they are going to refund the money today. Apparently they aren’t happy with the way Virgin Blue has set up the web site either. However, I am not so sure whether they are going to refund the money.In any case, I think I’ll contact Fair Trading anyway and complain about Virgin Blue’s website.

By: Ange

Ange — Sat, 03 May 2008 11:54:41 +0000

Same problem with me – I booked this last night and SPECIFICALLY selected “No thanks” to the insurance policy section – and AFTER payment, what do I get? A purchased policy! My first phone call was from an unfriendly staff who requested specifically for the policy code without which she can’t cancelled as “the system takes 3 days to load”… what the hell kind of automated system is that?!! My second phone call led me to a receptionist who told me to call back on Monday. I asked her about an email address and she told me to go onto the website. I CANT FIND IT!!! It’s such a hassle for $9 but it’s the ethics of it…

By: Non

Non — Mon, 10 Mar 2008 23:56:39 +0000

My advice is to pursue this with Virgin Blue.

If that fails, take it to your state’s fair trading department and lodge a complaint with your credit card provider so they can start chargeback processes for the amount in question.