£9 service fee per ticket for refund within 24 hours

Hi all,

Had a query regarding refunds on Virgin Atlantic. I had booked a LHR-BOM return with points and a companion voucher a few days ago by calling the contact centre, and cancelled within 15 hours of the booking.

Having spoken to the contact centre when cancelling the tickets, I would get the full refund for the two tickets since it was done within 24 hours. However, I have now obtained the claim receipt, which shows that £9 per ticket has been deducted from my total refund amount due to a service fee for each ticket which is for “7253 – Loyalty bookings: Standard rewards”.

Does anyone have any clue if this is normal – from what I was aware I should get a full refund due to the cancellation taking place within 24 hours rather than being charged £9 per ticket to cancel.

Thanks!