During covid, you know, that period of time that means nothing now that the world is on fire, I had to cancel several flights with Virgin. The refund goes into what's called Travelbank. I'm still using the balance of it and it's EASY. Simple and honest. It lets you book the fare first, so it doesn't know you are paying via Travelbank and artificially jack the price up. Had to call them once, baggage was involved, answered within 5 minutes, nearly fell off the chair.