Complaints

This profile includes complaints for Virgin Atlantic Airways, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Virgin Atlantic Airways, Ltd.

  1030 Delta Blvd Dept ZZ4 Atlanta, GA 30354-1989

  
• 

  Virgin Atlantic Airways Ltd

  5758 W Century Blvd Los Angeles, CA 90045-5613

• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Ave Norwalk, CT 06850-3348

• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Ave Norwalk, CT 06850-3348

• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Avenue Norwalk, CT 06850

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the 2nd complaint I've filed with BBB. The 1st was last year for **************. I was stuck in the ** in July 2024, had paid for an upgrade flying with Delta's partner Virgin Atlantic, didn't receive the upgrade or compensation for food and hotel while stranded in ****** until I could get a flight home. I've tried repeatedly to file my complaint online with Virigin Atlantic and keep receiving a message that they're having system problems and to try back later.

  

  Business Response

  Date: 05/02/2025

  Hello *****

  
  Thanks so much for reaching out to us at Virgin Atlantic. I hope youre well.
  We have reviewed your query and created a case reference for you on our system - VSCR-********.

  An email has been sent directly to your email address which includes a payment link for the sum of ******USD for your out of pocket expenses due to the cancellation.
  With regards to the upgrade, this would need to be handled by ***** directly, as the funds were provided to them.

  
  Were truly sorry for any inconvenience caused.
  I hope this helps. We hope to welcome you onboard again soon. 

  Kindest Regards

  Customer Care

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23273260
  
  I am rejecting this response because I contacted ************** last year and also BBB (complaint #********).

  Delta responded: When contacting Virgin Atlantic, please advise you paid the upgrade fee and if they did not provide the upgrade, it will be refunded. Although ***** collected the fee ($529.50US), it went to Virgin Atlantic since you were flying on their aircraft. They will simply request your refund through *****, if applicable. *****, thank you for allowing me to respond to your concerns. Regards, ****** C. ******
  

  This fee should be reimbursed in addition to my expenses while I was stranded in ****** until I could get on a flight home as a result of multiple Virgin Airlines returning flight cancellations

  

  Business Response

  Date: 05/06/2025

  Hello Trudi 

  Thanks so much for your response. I hope youre well.
  Im so sorry if my previous email caused further frustrations and disappointment, this is never our intention.
  I have taken a further look into this for you. Sadly, the ticket number on the upgrade is also a Delta ticket number, and the funds were taken by them. Im sadly unable to request a refund for this.
  I have however reached out to the ***** refunds team with regards to your query and asked that they initiate a refund for you as quickly as possible.
  Im sorry I cannot be of further help. Im certain the ***** refunds team will action this for you as quickly as possible.

  
  Kind Regards
  Customer Care

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was married after booking my initial flight. Virgin Airways did not abide by there name change policy. They told me to cancel and rebook. When I cancelled they did not inform me of the flight was no longer available. I was not able to rebook because they never put my flight back in inventory. I had to book a flight from ****** to ** instead of ****. I also had to cancel non refundable hotel.

  

  Business Response

  Date: 04/15/2025

  Hello ******,

  Thanks for contacting Better Business Bureau regarding your booking.
  
  I was sorry to hear that you couldnt amend the name on your ticket and for the impact this had on you and your travel plans. I hope you can accept my sincere apologies for any upset caused. 
  
  If I may explain, although your ticket was booked via Virgin Atlantic, the operating carrier of your flight was ITA Airways, therefore, their name change policy would apply. Although the exert you have provided from our website states that we allow name changes free of charge, this does not apply to flights operated by other airlines. You can view our full policy on this on our website below:

  ****************************************************************************************************************************************************************

  
  Weve issued a full refund of your Virgin Points for this ticket. As the cancellation fee is 50USD and the taxes paid were 5.60USD, then there is no tax refund due. 
  
  For any out-of-pocket expenses incurred, you would need to make a claim via your private travel insurance provider as their liability often far exceeds ours as the airline. 
  
  Once again, Im sorry for what happened. I hope you have a great week. 

  Kind regards,

  Chloe

  Customer Care
  
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23201948
  
  I am rejecting this response because:
  The airline does not state anywhere that name changes for special circumstances such as marriage are not available when booking a reward flight. The airline also gave me false information by telling me to cancel and rebook. The flight was never put back in inventory and they knew that was a probable outcome and never told me it was a possibility. 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/17/2025

  Hello ******
  
  Thank you kindly for your response. 
  
  I firstly want to apologise for any further disappointment caused to you by our previous response. 
  
  As my colleague explained, as your flights were operated by another airline, any name changes would be as per their policies and not those of Virgin Atlantic.
  
  I appreciate that you state this is not something that is clearly stated, however on our website below you can see under the table that it states these name change policies only apply to Virgin Atlantic operated flights. 
  
  As your flight was operated by ITA Airways, any name changes would be as per their policies. 
  
  We understand that you are disappointed with the advice you received and in turn have offered ****** Virgin Points. Unfortunately we would not be able to increase this gesture further. 
  
  We have issued a full refund of the points and would not be able to reimburse any expenses. I do apologise for any further disappointment this may cause. 
  
  Kind regards
  
  Rhian
  
  Customer Care 

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Type: **************** / Lost Baggage Date of Incident: 3/30/2025 Flight Information: *** to LHR to DEL Booking Reference: GNNV03 I am filing this complaint regarding Virgin Atlantic's handling of my lost luggage and the lack of effective customer service in resolving the matter.I departed *** on 3/29 with a layover morning of 3/30 in LHR and a final destination of DEL 3/30 close to midnight, and my checked luggage did not arrive at the destination. While such issues can happen, what has been especially frustrating is the inability to get meaningful assistance from Virgin Atlantic since the incident.I have an Apple AirTag in the bag, which has clearly shown its exact location in ******************* (tarmac area). Despite providing this information to Virgin Atlantic multiple times, I have received no actionable response or help in recovering the luggage.I have contacted customer service repeatedly through various channels (phone, email, and web forms), but the responses have been generic and unhelpful, with no escalation or follow-up. It has now been 3 days since the incident, and the situation remains unresolved.I believe because Virgin failed to scan the bag once removed from the *** outbound flight (as it still shows in transit, even today), Virgin has made no actionable effort or progress towards searching for this missing bag. I am requesting the following:Immediate and coordinated retrieval of the lost luggage using the precise AirTag location Ive provided.A direct contact from Virgin Atlantic, ideally at LHR, who can take ownership of this issue and provide regular updates.Reimbursement for any necessary expenses incurred due to the delay and/or ************* of bag to my current location in ******This has been a deeply disappointing experience with a reputable airline, and we hope filing this BBB complaint will finally result in appropriate action and resolution.Sincerely,****** *******

  

  Business Response

  Date: 04/03/2025

  Hello *******

  Thanks so much for reaching out to us. I hope youre well.
  
  Im truly sorry to hear your bag did not arrive with you in *****. I appreciate your frustrations and disappointment.
  
  We will always do our best to make sure your personal belongings reach your destination with you. Im truly sorry we fell short on this occasion.
  
  Sadly, at customer care, were unable to resolve this. I can however see our baggage tracing team are working on this alongside the airport team at ***************. I have asked they keep you updated throughout this process and I can assure you this is in hand with our teams.
  
  We will of course cover any interim expenses,please keep hold of any receipts for essential items purchased and submit these to our baggage claims team within 21 days of receiving your luggage. Please find a link below with regards to delayed baggage and claims.
  
  ****************************************************************************************************************
  
  Im truly sorry I cannot be of further help or offer a more favourable response at this time.
  
  Kind Regards
  Carri 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23148860
  
  I am rejecting this response because:

  To be *****, I have already received this sort of canned response and the reimbursement link referred to from Virgin Atlantic's customer service team via WhatsApp. I most certainly will be submitting a claim for expenses incurred from the time without my luggage, however, at this juncture this is not sufficient.

  I need this matter escalated to ensure that my bag is returned to the temporary address Ive listed within the next 48 hours.

  My wife and I have been in touch every day with Virgin Atlantic's customer care team, which has been unhelpful at best and seemingly incompetent at worst. Ive shared the ****** location of my bag with the team each day which has shown that it is consistently in the same location in **********. The best their customer care department has been able to offer is that theyre messaging the Heathrow team or suggest phone numbers for my wife and I to connect with at the airport ourselves. All these phone numbers have been dead ends when contacted and it indicates to me that their team truly isnt taking this matter seriously. It begs the question, if these contact numbers exist as an avenue for resolution, why isnt the customer care team contacting them themselves instead of putting the burden on someone who is on a month-long business trip with little time to do so? Also, why is a personal AirTag device seeming to be doing a better job at tracking my bag than a whole team at this airline's home airport? Truly poor customer service for someone who has paid significantly in time and money for Virgin Atlantic's services.

  As mentioned above (and in messages to Virgin Atlantic's team), I am on month long business trip in ***** in multiple cities and this inconvenience has derailed my trip. I had custom designed items in that bag specifically designed for clients that cannot be replaced while travelling as well as most of my professional clothing. This has been the worst travel experience I can recall in my life, a fact that is truly dismaying given the supposedly stellar reputation of this airline.

  They say that they always do their best to ensure that their customers personal items arrive with them and yet have failed to demonstrate this in any believable way in the resolution of this matter.

  Rest assured, I will be (and already have been) advising family, friends, colleagues, and clients against booking with Virgin Atlantic.

  Regards,
  
  ******* *******

  

  Business Response

  Date: 04/07/2025

  Hello *******

  Thank you for your further contact with Better Business Bureau.

  I would like to echo my apologies to hear that your bag has been delayed I appreciate that this is not an ideal situation as I understand you are currently on a business trip abroad.

  As previously advised, we are unable to assist in this department it would be our baggage tracing team to work with the airports to return your luggage to you, while providing daily updates.

  I have had a look at your case, and I can see that we have located your luggage and that you have collected it from the airport.

  I completely understand your frustration with being asked to chase down information yourself, this is not the experience we want our customers to have,especially while navigating a complex travel schedule.

  Please be assured that this has been passed back to our management team so we can continue to improve our services.

  As advise you can submit a claim to our baggage claims department who would be happy to help.

  Thank you again for reaching out.

  
  Kind Regards
  ********* Hutchings 

• Initial Complaint

  Date:03/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 26th, 2024, I redeemed via phone for a flight ticket from *** to *** (ref CYKGC2) for my wife, **** ****, using ***** points and USD ******. 4 days later, the ticket was cancelled, my account suspended, and the money has been refunded. I am writing to ask for the refund of ***** points and un-suspend my account. Membership No.: ********** email: ********************

  

  Business Response

  Date: 03/31/2025

  Thank you for taking the time to get in touch with the Better Business Bureau. I do hope my response finds you well. 
  
  I am deeply sorry to hear of the frustration caused to you following the cancellation of your wife's booking and suspension of your *********** account. 
  
  Unfortunately, this is not something we would be able to discuss further. You will need to reach out to our Loyalty Fraud team at **************************************************** and they will be able to answer any queries. 
  
  Kind regards
  
  Rhian 
  
  Customer Care. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23136506
  
  I am rejecting this response because: The response simply asking me to write emails. No solution. Let your fraud team reach out to me. 
  
  ****-** Yen

  

  Business Response

  Date: 04/02/2025

  Thanks for your response. I hope youre well and having a lovely week. 

  Im sorry if our response caused further frustrations, this is neve our intention. 
  Sadly, at customer care, were unable to handle your query. This does need to be handled by our dedicated team. Were unable to pass this onto them and would kindly advise emailing our team directly and they will respond. 
  Please reach them on the following - **********************************************************************************
  Im sorry we cannot help further for you. 
  Kind Regards
  *****
  Customer Care 
  *********************************************

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23136506
  
  I am rejecting this response because: Same useless response with no solution. I can't imagine how hard it is to "pass this onto them". 
  
  Sincerely,
  
  ****-** Yen

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to get a refund from Chase ****** for a flight itinerary booked through them with the carrier being Virgin Atlantic. On March 20, 2025, I was on Flight VS46 bound for ****** that had to turn back to ******** due to the substation fire that closed off ****************. I contacted ****************** on March 21, 2025 to initiate a refund but had not gotten any progress. I have since followed up with ************* three times and the agents have told me that Virgin Atlantic has not responded to their emails and/or picked up their phone calls. I also have emailed Virgin Atlantic ************* without any response or acknowledgement that my emailed has been received. I am afraid that if I don't escalate this, this will drag out until the foreseeable future, so I am trying to nip that in the bud from happening. I am asking Virgin Atlantic to refund Chase ******s the amount of $400.41 in a timely manner, so in turn ************* can refund me that amount.

  

  Business Response

  Date: 03/31/2025

  Hello Roshan

  Thank you for getting in touch with us via the Better Business Bureau. I trust you are keeping well.

  Im truly for the disruption to your planned journey caused as a result of the closure of **************** consequence of the fire. I can appreciate how frustrating this would be for you.
  
  Having checked your reservation, I can see that your ticket was still live in our system as your travel agent hadnt initiated a refund request for you. They are able to do this through their GDS booking system without having to make contact with the airline.
  Not to worry though, I have submitted a refund request for your unused ticket through our refunds team. This is currently being processed,once complete the funds will be returned to you via a BSP payment to your travel agent.
  A BSP payment, is how the airlines and travel agents issue payments to one another.
  
  If I could kindly ask you to reach back out to your travel agent to make them aware that were are processing the refund from our end, that way they will be ready to return this back to your payment card once the refund has been completed.
  
  Thank you again for reaching out to us. I hope we have the pleasure of welcoming you back onboard with us again soon.
  
  Kind regards.
  ***** ****.
  Virgin Atlantic Customer Care. 

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a booking with Virgin Atlantic for a flight from *********** to ***************, with an original departure date revised to March 5th, 2025 and a return date of March 18th, 2025. When I went to check-in on the 4th of March, I was offered a "premium upgrade." On the Virgin America website, it is stated, clearly, that premium seating allows one to "Select Premium seat anytime." This can be found at the following URL: *************************************************************************************************** After I selected the premium upgrade, Virgin Atlantic's online system informed me that, in fact, there was no premium seating available for selection. My previous seating which had been selected months in advance. Again, this exists in contrast to the advertising copy on Virgin Atlantic's own website. (see above.) ***It is also worth noting that NOTHING in the process of purchasing the so-called "upgrade" informed me that there was a dearth of seating in Premium class. Had I been informed of this reality, I would not have made the purchase.***I then wasted the better part of an hour waiting to chat online with one of **'s representatives. This individual informed me that I would be assigned a premium seat at the gate. The next day, before I left for my flight, I found that I had pushed into the very front row of premium seating-- one that is up against the bulkhead and has less amenities (no power adapter, for instance, and a rather useless media system attached to a retractable arm) than other premium seating. On the whole, the experience was miserable and, in effect, a bait-and-switch operation. My return flight was in "Economy Delight" and was, as its name suggests, delightful. The Premium upgrade was anything but premium-- and, again, exists in contrast to Virgin's own website stating the privileges of Premium class. An absolute disaster of an experience. I would like a refund only on this "Premium Upgrade" sent to the purchasing card. The return flight was fine.

  

  Business Response

  Date: 03/28/2025

  Thank you for your email to us. I trust you are keeping well.
  
  Im truly sorry to hear that your experience travelling in the Premium cabin with us recently was not all you have hoped it would be. It is never our intention that our customers walk away from their flight feeling let down by the service they have received from us.
  
  As you noted in your email, our website does advise our customers that they are able to request seating at any time, however, the website when talking about the different products or services we have does clearly mark some exceptions or differentiations that may also apply.
  
  For example, when describing what the *************** includes, it says:
  -Extra large seats
  -Extra legroom
  -2 x 23kg checked bags
  -A glass of bubbly when you board
  -Pre-order from our delicious premium menu*
  -Premium check-in
  -Priority boarding
  
  When describing the seating we say:
  -Seat pitch up to 38 inches
  -Extra large leather seat
  -Select Premium seat anytime**
  
  And when describing the wonderwall we state:
  If you're feeling peckish during the flight just pop along to our onboard Wander Wall. It's full of sweet and savoury treats - so take your pick!
  
  You will note that all three of these have annotations where some exceptions or caveats may apply. These are also explained on the same webpage.
  
  *pre order/pre select for meals is only applicable on certain routes.
  **Preferred seats at the front of the Premium cabin are available at an extra charge.
  You'll find our Wander Wall on selected aircraft. If there isn't one on your flight,then a selection of snacks will be available at the front of the galley.
  
  Whilst seating selection is available at anytime from either the free seating section of the preferred seating section that does incur a small fee, once those seats have all been preassigned by other customers leaving only the bulkhead seats available, unfortunately, any customers that do not have a seating assignment,would sadly have to wait until the day of departure to have their seats assigned. I apologise for any disappointment this may cause.
  
  To adhere to both UK and US legislation regarding disability access, we must keep the bulkhead seats available until the day of departure as they may be required by a person with a disability or mobility issues.
  
  Customers with such needs are not required to notify the airline in advance of their flight,but nonetheless, we are required to have suitable seating available such as the bulkhead, should they need this.
  
  Bulkhead seating is allocated on a priority basis. Those with the highest needs are allocated these seats first, those with a lesser need afterwards, and in the event there are any seats left, they are then allocated to customers travelling with an infant, as this area of the aircraft is the only place the bassinet is available for use.
  
  Should no customer with need of the bulkhead seat present themselves, these seats would be allocated to anyone that does not already have a seat allocation, or to any customer who requests to be moved from their seat for additional comfort, as these seats also have extra leg room.
  
  A customer such as yourself who upgraded last minute and who was unable to request a seat,as all the available seating in the cabin had already selected by other customers,would on the day of departure either be given a seat in the ********, should one be available, or one of the seats in the Premium cabin that had previously been occupied but was now vacant as its previous occupant had moved to the bulkhead.
  
  As with all airlines, seats are on a first come, first serve basis. Those who purchase a ticket in the cabin last minute or those who upgrade to the cabin last minute will have less opportunity to request the seat they would like,compared to a customer who had purchased a seat in the Premium cabin month in advance of the flight.
  
  Whilst I appreciate that the inflight entertainment is generally located on the seatback of the chair in front, this is not possible for those seats in the ********. This is due to their not being a seat directly in front of them.
  
  As the wall is located some distance from the seat, it would be impractical to place the touch screen television on the wall in front, as this would cause the occupant to have to get up from their seat each time they wanted to change their viewing selection.
  
  As the bulkhead seats also house the bassinets, this would result in the TV Screen having to be placed at an angle on the wall that would make viewing uncomfortable.
  
  As such, these are strategically placed on a retractable arm that can be stowed when not in use in between the seats.
  
  In the Premium cabin, every seat has the same amenities. We have power sockets for UK three pin plugs available at floor level between each seat in the cabin, and USB sockets for charging phones.
  
  Where the TV Screen is on the back of the seat in front, this can be located in the frame of the TV screen. Where the TV screen is on a retractable arm, it is located between the seats above where the TV is stowed. Im truly sorry if this was not explained to you by the cabin crew.
  
  I dont doubt how frustrating it would have been, not to have had things as you would have originally hoped, but sadly as the seat was used throughout the flight,allowing you to take advantage of all the additional benefits the Premium cabin has to offer, we would sadly be unable to provide a refund on the upgrade that was purchased. I apologise for any disappointment this may cause.
  
  However,that being said, as a gesture of goodwill and by way of an apology for any disappointment felt with the experience you had during this flight, I have issued a ************* voucher to you in the sum of $100.
  
  This voucher is electronic and has been sent to your email address. The voucher is valid for 18 months from the date of issue and can be used as follows:
  
  A future flight booked and operated on a Virgin Atlantic Airways *** aircraft, and booked directly with our contact centre.
  A future Virgin Holidays package (including Virgin Holidays Cruises) offered in their brochure or website, departing from the UK and booked directly with Virgin Holidays contact centre.
  Payment towards a Virgin Atlantic marketed codeshare flight booked directly with our  contact centre
  Taxes on Virgin Atlantic *********** and Partner Airline rewards (only for Virgin Atlantic operated or codeshare flights) 
  
  I realise this may not be the answer you were hoping for today and I apologise I am unable to give a more favourable response to your request on this occasion. I hope however that the voucher will be received with the spirit that it was intended.
  
  Thank you again for reaching out to us. I hope we have the pleasure of welcoming you back onboard with us again soon.
  
  Kind regards,

  ***** ****.
  Virgin Atlantic *************. 

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Virgin Atlantic Airways defrauded me and my friend in cancelling her flight ticket from ****** to ********* that I had booked for her with my miles, originating from my Amex US account, and then refusing to follow their statutory responsibilities under UK/EC261 and relevant state and federal laws, and claiming and stonewalling ever since that MY actions were fraudulent! They have stolen my points which have monetarily value per se and have refused to reverse the transfer back to Amex, which is what **** suggested as the first course of action.The case has been unable to be resolved by themselves nor by aviation ADR to which it was referred. Virgin insists I am a "commercial agent" and acted against their T&C when in fact it was the first time I had ever used my Virgin frequent flyer account to book a flight, for my old friend no less, which is against no term or condition.

  

  Business Response

  Date: 03/06/2025

  Hello Christian.

  Thank you for your email. I trust you are keeping well.
  
  Im truly sorry that you are unhappy with the outcome of your claim against us both with the *********************************** Claim ID: ******, and the US Department of Transport Complaint, Claim ID: ************.
  
  As was previously advised to you back in September 2024, your *********** account was suspended and the flight you had booked cancelled, as the booking had hit multiple markers in our system that indicated this was a potential fraud.
  
  This account was reviewed by our Loyal Fraud Team prior to the account being suspended, who were satisfied that there was sufficient evidence to support this account had been used in a fraudulent manner.
  
  As per our terms and conditions, the points in a *********** account do remain the property of Virgin Atlantic or Virgin Red at all times. If we deem an activity to be fraudulent then this may result in denial of travel and/or redemption of  Rewards and cancellation of all Virgin Points, Rewards and termination of your FC Programme membership.
  
  As the ticket had been suspended due to suspected fraudulent activity, the passenger was not denied boarding in accordance with the legislation EC Regulation 261/2004.
  
  Article 2(j) of the Regulation states: Denied boarding means a refusal to carry passengers on a flight, although they have presented themselves for boarding under the conditions laid down in Article 3(2), except where there are reasonable grounds to deny them boarding, such as reasons of health, safety or security, or inadequate travel documentation;
  
  As Miss Song did not have a valid ticket to travel due to the booking having been cancelled as noted above, the legislation regarding denied boarding would not be applicable hear. I apologise for any disappointment this may cause.
  
  Whilst I appreciate that you may be unhappy with the findings of our Loyalty Fraud team and the determination of the ***********************************unfortunately, our position remains the same.
  
  I realise this may not be the answer you were hoping for today, and I apologize I am unable to give a more favourable outcome on this occasion. 

  Kind regards.

  ***** ****

  Virgin Atlantic Customer Care

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23022813
  
  I am rejecting this response because:

  Virgin Atlantic remains intent on stonewalling and regurgitating its unfounded position which, with impunity, it does not concern itself with justifying.

  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 03/07/2025

  Hello Christian

  Thanks for your response. I hope youre well and having a great week.
  
  Im truly sorry you remain unhappy with our response and outcome. Sadly, I can only echo what my colleague has previously stated.

  
  Prior to the account being suspended, the *********** account was reviewed by our Loyalty Fraud Team, who were satisfied that there was sufficient evidence to support this account had been used in a fraudulent manner. Due to this the account was suspended on the basis our terms and conditions had not been adhered to.

  
  Im sorry we cannot offer a more favourable response for you and appreciate this may cause further disappointment.

  
  Wishing you a wonderful weekend ahead. 

  Kind Regards

  *****

  Customer Care 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23022813
  
  I am rejecting this response because:

  Virgin's statements about review remain at best unfounded in reality and at worst fraudulent

  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My interaction with Virgin Atlantic has been horrendous. It has been filled with "phantom flights" offering incredible deals that I can not booked, mis -information from your representatives contradicting each other, and several assurances that flights. In the end the flights that I was told would be held for 48 hours with a follow up call from ***** ID#****** were dropped. I didn't not recieve a call from *****, I could not book the flights that were held for me, and so in order to still fly on the desired date I had to book a more more expensive multi booking flight where I will need to pick up my luggage in LHW and go through customs/security to fly on to my destination.***** ID#****** gave me misinformation that led to my inability to book the flight I wanted. I had to book a much more expensive flight that has my connection under a separate booking.***** ******* ID#****** Just got frustrated with me and clearly just wants me to go away. She has provided no effort in resolving the problem. She said she would talk to ***** and review my calls but as of yesterday when I spoke to her she has not followed up. She always blames for not booking instead of taking them up on the offer to hold. She refers to the hold as a curtesy and not a service, so to her it seems that a curtesy is not something you need to follow through on.

  

  Business Response

  Date: 03/06/2025

  Hello ***********. 

  Thank you for your recent email.
  
  Having worked with you on this case over the past week, I wanted to confirm in writing the resolution we had come to over the phone the past few days.
  
  Firstly, In relation to the concerns you had with regards to the issue with your upcoming itinerary from ******* to *********.
  
  Im truly sorry that we were unable to secure you a flight in your desired cabin, I can appreciate how frustrating this would have been for you. Im please that we have now been able to find a resolution for you.
  
  I realise the new flight combination has cost you more points than you had originally intended to spend, but Im pleased that with the help of ***** the manager from the **************** team we have been able to link your two reservations to allow your bags to be transferred between your flights without the need to collect them in ***************.
  
  My colleague ****** advised that during her call with you yesterday you had opted to select the goodwill gesture offered of ****** points into your *********** account and $750 in ************* vouchers.
  
  She added the points to your *********** account straight away and this voucher should now have already been received by email.

  This voucher is valid for 18 months from the date of issue and can be used as follows:

  -A future flight booked and operated on a Virgin Atlantic Airways *** aircraft, and booked directly with our contact centre.
  -A future Virgin Holidays package (including Virgin Holidays Cruises) offered in their brochure or website, departing from the UK and booked directly with Virgin Holidays contact centre.
  -Payment towards a Virgin Atlantic marketed codeshare flight booked directly with our  contact centre
  -Taxes on Virgin Atlantic *********** and Partner Airline rewards (only for Virgin Atlantic operated or codeshare flights) 
  
  The voucher can be extended once for a further 18 months if needs be.
  
  We also discussed during our calls the subject of your refund request that was still outstanding.
  
  This refund of $485.20 has now been processed and the refund shows as initialized back to your payment card ending 8691. Once completed the monies should show in your account balance.
  
  I hope this helps.
  
  Thank you again for taking to time to speak with me over the past week, I appreciate the opportunity to work with you to come to a satisfactory resolution with you. We look forward to seeing you back onboard with us for your upcoming flight on the 9th of March. 

  Kind regards. 

  ***** ****

  Virgin Atlantic *************

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Virgin Atlantic for canceling award flights I booked, locking my *********** account without notice, and confiscating my points without explanation.I used Virgin points to book two confirmed award flights for friends:- ********* Grynhaus on Delta flight DL86 (DTW-FRA) on Feb 2, 2025 (Booking Ref DX2O3T).- ******* Grynhaus on El Al flight LY27 (TLV-EWR) on Jan 30, 2025 (Booking Ref E82UT6).These flights were booked through Virgin Atlantic, which is fully responsible for their management. Virgin canceled the flights without notifying *** only discovered they were missing by chance. My *********** account was then locked, and all my Virgin points were confiscated with no prior warning.After I contacted Virgin, they requested documentation, which I provided. They later claimed I violated their terms but refused to specify how, even though Virgin allows booking for others. I followed all policies and received no compensation for assisting my friends. Virgins vague responses and refusal to provide details make it clear their investigation was arbitrary and unfair.Due to these wrongful cancellations, ******* Grynhaus had to book a replacement flight for $851.73 USD. Virgin has ignored my requests for reimbursement and refuses to take responsibility.Requested Resolution:- Reinstate my *********** account and refund my confiscated points.- Reimburse ******* Grynhaus for the $851.73 USD he paid for a new flight.- Provide compensation for the inconvenience and failure to notify me.Virgins handling of this situation has been deceptive and unfair. Their refusal to provide specifics and failure to notify me of cancellations raise serious concerns. I expect immediate resolution.

  

  Business Response

  Date: 02/26/2025

  Mr ******

  
  Thank you for taking the time to contact Better Business Bureau.

  I understand your concerns regarding your *********** account and the cancellation of the award flights.

  While I appreciate your requests, I am afraid that this is something that we are unable to offer as these decisions would be made by our Loyalty team, their decision is final, and we are unable to override their determinations.
  

  If you do have any further questions related to your *********** account, please contact **********************************************************************************.
  

  Kind regards,
  

  ********* Hutchings 

  Customer Answer

  Date: 02/26/2025

  Complaint: 22990151
  
  I am rejecting this response because Virgin Atlantic failed to notify me that my flights were canceled or that my account was under review. I only discovered the issue by chance when I could not log into my account. Additionally, they have refused to provide any specific reason or evidence for their claim that I violated their terms.
  
  Their statement that the decision is final is not an acceptable resolution. Virgin Atlantic cannot simply cancel booked flights, seize my points, and close my account without due process or transparency.
  
  I request that Virgin Atlantic take accountability, provide a clear explanation for their actions, reinstate my account, return my points, and reimburse my friend for the flight he was forced to rebook.
  
  Sincerely,
  ****** ******
  

  

  Business Response

  Date: 03/04/2025

  Hello,

  Thanks for your response although Im sorry you remain unhappy. 
  
  If I may explain, your bookings were cancelled due to anomalies picked up by our external fraud tool and as a result, they believe you have breached the terms and conditions of the ************ When a booking is cancelled due to a breach of the terms and conditions, you wouldnt be notified. 
  
  Whilst I appreciate your frustration regarding the lack of information given by the loyalty team, they cannot disclose any further information from our investigations because this information is owned by our ******************* which is an external company. 
  
  The *********** terms and conditions state the below:
  
  9. Ownership of Virgin Points and Fraud 9.1. Virgin Points, issued at any time, are owned by ** and all rights in Virgin Points remain with VR and do not pass to FC Members. Virgin Points and/or Rewards are void if sold, auctioned, bartered, purchased by any other method than through Buy Virgin Points (including Gift Virgin Points and Transfer Virgin Points') and Points Booster options, defaced or altered. Such activity is prohibited and may result in denial of travel and/or redemption of the Reward and may also result in the cancellation of all accrued Virgin Points, Rewards, your FC Programme membership and your membership of Virgin Red. Neither VAA nor VR is liable for your actions or failure by you to abide by these *********** Terms which causes fraudulent or unauthorised redemptions on your account. 
  
  9.2. VAA and/or VR may refuse to issue Virgin Points or process Rewards if VAA and/or VR reasonably believes there has been fraud, breach or failure to fulfil any of these *********** Terms, or other current restrictions or requirements which have been made available to you. Any breach of these *********** Terms or other requirements contained on the *** website may result in denial of travel and/or redemption of Rewards and cancellation of all Virgin Points, Rewards and termination of your FC Programme membership. *** and VR will act reasonably in exercising its rights under this paragraph.
  
  Unfortunately, Im not able to reinstate your *********** account. The Loyalty team have reviewed the additional passport information that you have provided and their decision remains unchanged. 
  
  Once again, Im sorry for any further disappointment caused. I hope you have a lovely day. 

  Kind regards,

  Chloe

  Customer Care
  
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22990151
  
  I am rejecting this response because:

  Virgin Atlantic has still failed to provide any valid justification for closing my account and canceling my flights.
  
  Virgin claims their fraud tool detected anomalies, yet they refuse to disclose what these anomalies were. They say this information is owned by an external company, but that does not absolve them of responsibility. Virgin Atlantic made the decision to close my account and cancel my flights, and they must be accountable for that decision.
  
  They cite their terms and conditions regarding fraud, but they have not identified any specific violation. Simply referencing general policies without explaining how they apply to my case is not a valid justification.
  
  Virgin admits they did not notify me of the cancellations. It is entirely unreasonable for an airline to cancel confirmed flights without informing the customer. Had I not checked myself, I would not have known my flights were canceled at all.
  
  They claim to have reviewed my additional documentation but provide no details on what they reviewed or why their decision remains unchanged. Again, this is not a legitimate responsejust a blanket refusal to engage.
  
  I am asking Virgin Atlantic to provide an actual explanation for their actions and to take responsibility for their decision, rather than hiding behind vague references to third-party fraud tools.

  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived for my flight 4 hours early and got in line to drop my bags. I waiting **************************************************************************** 45 min. I came back in 45 min and then proceeded to wait 2.5 more hrs. As a Disabled Veteran who has trouble standing this was absolutely excruciating to have to stand for 4hrs just to drop a bag. While waiting i asked for a wheel chair and i was told they were to busy to help. The desk agents would wait and call the next flight and pull everone that got there late and move them to the front. I had to run to my gate which is also painful for a disabled veteran as my body isn't what it used to be. Everything on the plane was dirty and stunk the flight attendants were never around and I always had to go find them laughing and hiding in the back to get anything. Then after landing we got to baggage claim. We stood there for about 45 min before we realized that at least 80 of us had our baggage lost due to the agents having us stack bags and leave them at the desk unattended. So I had to process to the main terminal to try and find the check in desk. When I got there 10 or so workers were standing around doing nothing. I go to them and they say no that's not us and point us all to 1 person.... 1 person for 80 people with lost baggage and most of us had to catch our next flight and still reprocess security. So I waited in that line for 45 min. I ended up doing the lost baggage option on my phone. Then after getting to my final destination I contacted your agents on the phone and online asking for assistance. It took 20 days to get my bag. I asked to talk to a supervisor no less than ********************************************** I have around 100 emails that verify all of this. They had no idea at any point where my bag was or when it would arrive. I was told at least 10 times my bag was showing up that day and it never did. Honestly I can't say enough bad things about your company. I have so much more but no room

  

  Business Response

  Date: 02/24/2025

  To ** ********
  

  Thank you for reaching out to the Better Business Bureau
  

  I am so sorry to hear what has happened and the difficulties you have faced throughout your journey, from the check-in to the aircraft and service from our ***********
  

  I understand how frustrating and exhausting this must have been, and we truly regret the inconvenience caused, especially given your needs as a Disabled Veteran. We always want our customers to have the best and most seamless experience with us and I can see from your feedback that this did not happen on this occasion.
  

  I am sorry to hear that your luggage was delayed and for the lack of communication provided by our Baggage Tracing team. Please be assured that this has not gone unnoticed and has been fed back to our management team so we can make improvements for the future.
  

  I can see that you have already been in touch we of baggage team who have asked for you to provide any receipts for your out of pocket expense. Please can I ask you to respond to reference VSCR-******** with your receipts and our team would be happy to review this for you.
  

  Regarding your request for a refund of your flight I am afraid that this is something that we are unable to offer. As you did complete your flight, it would not be without worth and therefore we are unable to offer reimbursement.
  

  I am sorry if my outcome is not wanting you are looking for and I do hope that you will accept my apologies for what has happened.
  

  I do hope that despite this we have the chance to welcome you onboard in the future.
  

  Kind Regards

  
  ********* *********
  Customer Care
  *********************************************. 

  Customer Answer

  Date: 02/24/2025

  So thats the fix? Me provide you with a bunch of recipes and not getting paid for my time on the phone or time driving to and from the airport 6 times I was told to come and get my bag? Or the hrs I waited at the airport for the bag? How about the fact that your company discriminated against me and violated the Americans with Disabilites Act. So your company discriminates against me and breaks the law and that's the fix? I truly want to know before I take this to the press and go other routes with this. I'm trying to give your company a way to make it right as everone I have talked to so far is in agreement your company violated me in more than 1 way. 

  

  Business Response

  Date: 03/27/2025

  Hello ********
  
  Thank you for your most recent email via BBB and Im sorry for you having to chase.
   
  I can see my colleague, ********* responded to you previously.  I would like to apologise for her response, as your concerns should have been forwarded to us to respond, as I have a dual role here in both Special Assistance and Customer Care.  We handle concerns in respect to the services our customers with disabilities/reduced mobility, so it was pertinent that we were aware of the circumstances youve explained happening at ******** and ********
  
  Having read through your account, it certainly doesnt make very pleasant reading, and I certainly dont underestimate what you went through. Looking after our customers and their individual needs is very important to us,so we always do our best to take good care of customers needing help.  I completely appreciate how difficult your time at ******** and arriving at ******* must have been, especially as you had expected a far more supported and stress-free journey.
  
  Im currently investigating the situations youve explained, both at airports and on board, and really appreciate your patience just a little longer.
  
  I can see our baggage team have been in contact with you via your email; *************************** on 3rd February, asking for receipts for any items you purchased during the delay to your baggage.  Their unique reference is VSCR-******** and Ive copied it below for your reference. 
  
  From: EMAIL - Baggage Claims <*****************************************************************************************>;
  Received: Mon Feb 03 2025 12:42:29 GMT+0000 (Greenwich Mean Time)
  To: ******** <***************************>;
  Subject: Response from **************** Reference VSCR-********?/ Email:0296006110
  
  Hello ********,
  
  Good day! I'm reaching out to us regarding your recent trip to ********
  
  I'm sorry to learn that your bag was delayed and for the inconvenience this situation has caused.
  
  I have reviewed your claim and it as per checking, our partner Delta mistakenly sent the bag back from *** and was further delayed due to inclement weather condition.
  
  If you wish to claim for the items you purchased like clothes or toiletries while youre without your baggage, please fill out and return the essential claim forms below, including as much information as possible.   
  
  *******************************************************************************************************************************************
  
  I humbly ask you to send all your receipts one by one or in PDFs or JPEGs. Please ensure the purchase date is also visible.   
  
  Once received, we'll then review your claim for reimbursement.
  
  Once again, I apologise for the inconvenience this situation has caused. We look forward to hearing from you soon and get this matter resolved for you.
  
  Kind regards,
  
  **** ***** Alab?
  Baggage Claims
  Virgin Atlantic 
  ****************************************************
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-******** is updated and we will get back to you as soon as we can.
   
  Once again, thank you for your patience. I will get back in touch as soon as possible with a more comprehensive reply. 
  
  Kindest regards
  
  ********* *****?
  Customer Care 
  ********************************************* 
  ****************************************************
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00696148 is updated and we will get back to you as soon as we can.
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22978530
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

  I don't know how much more research you guys need to do it's been almost 3 months and took 2 months for you to reply back. No one should be treated as a customer this way. I shouldn't have to file receipts for a bag you lost for 3 weeks and told me every day it's going to be here that day. I drove to the airport I believe 5 times because I was told it would be here that day. I don't even understand how a company can be ran so poorly on all levels. If you loose a bag that long you should automatically stipen people the 75 dollars a day because if you want my receipts it's going to be significantly more that that. My car was at the airport and keys were in that lost bag so I had to pay for a ride that alone was several days out of your 75 dollar allowance. Oh that and I was without a car then too so thanks for that. In trying to give you guys a chance to at least do something to redeem yourself. After the discrimination the way people not just me were treated was disgusting. To have people laugh in your face when you ask them for help is f****** disgusting. 

  

  Business Response

  Date: 04/01/2025

  Hello ********
  
  Thank you for your most recent response via Better Business Bureau. 
  
  Firstly, I sincerely apologise that my earlier response disappointed youthat was never my intention.  Due to the oversight from my colleague,*********, it has taken more time to reply than the regulations ask us to and Im really sorry for any further disappointment regarding this.
  
  Ive taken this opportunity to look at your booking, unfortunately, airport assistance wasnt requested for your trip, which Im dismayed about, as this wouldve undoubtedly helped both airports plan your assistance. 
  
  For any future flights with us, please notify Special Assistance directly when you have made a booking, and we will be able request the appropriate assistance for you.  Our Special Assistance team can be contacted by email at: *******************************************************************************. Please bear in mind, that our hours are between 090018:00hrs (** Monday-Sunday).  Alternatively, you can request this via our website; *********************************************************************************;
  
  Just to explain, here in the **************, the assistance works slightly differently from how it does in other cities we fly to. As required by the ** regulation 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air, it is the responsibility of the managing body of the individual airport to establish and deliver the assistance required by a passenger in the airport, as long as they have received at least 48 hours notice from the airline. As with your booking, if notification has not been given the managing body of the airport will make all reasonable efforts to provide the assistance. 
  
  Weve now received reports from our airport teams and ********* service provider, ************************
  
  Firstly, our duty manager at ******** was very concerned to hear of your check-in experience and has looked into this with her team.  She has apologised for the delays experienced during check-in.  Upon review,she has advised there were some baggage belt issues at ******** which caused mass disruption. This was out of our control, but she appreciates the service during this time was poor. 
  
  Our duty manager has spoken to the agents who were present to make improvements, to ensure they are listening and acting on all pertinent information to make the journey as seamless as we can.  She will also be reminding her staff of this at their daily briefings, to ensure we deal with similar situations better in the future,as this is a huge focus for us.
  
  Heathrows service provider,******************************* show, as explained earlier, that assistance hadnt been pre-booked, therefore they were unable to plan for your arrival.  Unfortunately, they have no record of you making yourself known at any of their special assistance desks within Terminal 3.  They have advised they will make every effort to assist any customer who requests support on the day of travel. 
  
  At peak times, they may have to ask that a customer wait longer until a member of their team is available to assist them, up to 45 minutes.  All assistance desks display the blue Disability Assistance signage to help customers easily locate them. ****** ***** has assured us that if you had registered with their Special Assistance Team, support to the gate would have been organised for you.  They have asked me to pass on their apologies for any inconvenience caused.
  
  I was concerned to read your comments about the lack of cleanliness of the cabin and the service provided by our crew.  Although there is not much of a turnaround time, our airport maintenance team perform a thorough clean during this time. They have checklists to follow so that nothing is ever missed.Clearly, on this occasion, there has been an oversight, which should not have happened.
  
  Our inflight cleaners and cabin crew management teams have been made aware of your comments. They will discuss this with their teams and do everything to ensure that we get things right next time.
  
  After a challenging journey through ********, facing a baggage delay upon arrival in *******, combined with the service from our ground staff, must have only heightened your frustration and disappointment especially as you were connecting to ******* and then GulfportBiloxi.
  
  Our duty manager at ******* has apologised for the upset and frustration with the delay to your baggage.  As our baggage team has advised your bag was received in ******* on 19th January and was prioritised to travel the next day with ***** to Gulfort-Biloxi. Unfortunately, our colleagues at ***** mistakenly returned your bag to ******* which caused a further delay.  In addition to this, the weather impacted flight arrivals at *******, which caused a further delay.  I understand your baggage was returned by ***** on 21st January.
  
  While Virgin Atlantic didnt contravene the disability regulations, we do not dispute that you were extremely upset with your experience. As previously, I do also need to let you know that passengers with disabilities or medical conditions, travelling to or from *****************, have the right to contact the ******************************* (DOT) under 14 CFR, Part 382, the Air Carrier Access Act to seek enforcement action with respect to disability services provided by an airline.  The DOT, however, does not require or order airlines to provide monetary or other compensation to passengers in relation to these issues. 
  
  I acknowledge your request for a refund of your ticket and although this isnt something we would offer, it never hurts to compromise when a customer has been left feeling so disillusioned.  As such, I would like to offer a partial reimbursement of your ticket; USD500, which I hope you will accept in the spirit its intended.
  
  We want to make sure you receive the payment thats due to you as soon as possible. To ensure your payment is completed successfully, please click the link below (preferable), or copy and paste it to your browser.
  
  If copying, be sure to copy the link in full, otherwise your payment details will not update correctly.
  
  **************************************************************************************************************************************************************
  
  *Once your details have been submitted, it can take up to 21 days for the money to appear on your account.
  
  I hope that I have been able to reassure you that we take any specific requirements from our customers exceptionally seriously.  It goes without saying that we hope to welcome you back on board in the future.
  
  Kindest regards
  
  ********* *****?
  Customer Care 
  ********************************************* 
  ****************************************************
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00696148 is updated and we will get back to you as soon as we can.
  
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22978530
  
  I am rejecting this response because:
  None of the outlined events are what happened. I didn't ask for assistance because i was dropped of 5hrs early to avoid any lines. I then asked multiple people for assistance with a wheel chair after the 2 hr. **** or so I don't know if you have ever had a spinal cord issue but standing for 4hrs is not optimal the way i was treated is worse than how i would treat a stray dog. Your teams job is to make sure people are safe and that was never the feeling when i get told someone is to busy to get me a wheel chair it disgusts me and that happened from multiple agents. i was in pain trying not to lay down on the floor and i had other passengers asking if i was alright and if your team could help and the answer was always no. Secondly if the belt was broken why did it take 15 days to get to *******. Would that not be a priority for an airline to not leave our bags unattended which they did while they just piled up. So is that acceptable to leave bags unattended then take over 2 weeks to even have it leave the airport. Upon arriving in ******* nobody told us that our bags didn't make it and nobody told us where to go and to have one person trying to help 70 people while 15 employees stood at the desk laughing at us was despicable. Honestly I've never felt so disrespected as a person before in my entire life. The entire experience enrages me to even think about and were not even close to being done. I can try to overlook the f**** on the floor in the bathroom but there was 0 attempt to control that as i complained of the hazard it presented to the flight attendants but they seemed like that was common place to have customers walking through human waster. So up to this point all i heard is excuses and no action. i was without keys to my only car as a disabled person due to my bags being lost for 21 days. I had to take several rides from friends and **** and other means because i was told i believe 5 times my bag could be picked up at the airport. Not including clothing, shoes, supplies and medication i had to repurchase. What I'm getting at is 500 is a slap in the face i spent over 600 dollars replacing the medication i was missing alone. If your allotment is 75 dollars a day multiple 75x21 which is ***** plus 500 that almost gets us into the realm on where i would be happy not pursuing this further. As my wife is still stationed there in ******* i will be back over this month and then again a couple times this summer. I would really like to resolve this so i can try to give your company another shot. If not that's fine too I'm totally fine never flying with Virgin again. Which is unfortunate as word spreads quickly in the military community. 

  Sincerely,
  
  ******** ********