Yes I was told the same thing via an email I received from them. In the email it states that this $400 fee is per "policy" . I had read the whole policy prior to writing the email a couple of weeks ago and I knew there was nothing about a fee. So I went back on the website and again see nothing on there. But this time I see a "Covid-19 Policy" which does show all kinds of "fees". It is illegal for any company to come up with a NEW policy after the fact or during such a drastic time. I am quite appalled and disgusted at this and wrote back to them saying just that and have done a charge back through my credit card for now since we have more than $15K tied up with VA (4 international and domestic flights in Australia). In their email to me, it says to reverse the charge back asap so they can do a refund minus the $400 per ticket. If not, they will be in touch to collect the fee. This does not sit well with me at all.
I am also logging a complaint against them with DOT. I suggest everyone to do the same if they are not getting a full refund for their flights. I understand the position these Airlines are in but it absolutely wrong for them to not refund our money when they have cancelled the flights. Does anyone else have any other suggestions of what else we can do to fight this?