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 Avenue Norwalk, CT 06850

• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Avenue Norwalk, CT 06850

• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Ave Norwalk, CT 06850-3348

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:07/25/2023

  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.

  We first contacted ** on 6/9/22 just a few days after the 6/2/22 flight VS4696 from *** to *** was cancelled -- which forced us to make alternative arrangements by getting VA to move my daughter to a later *** to *** flight, and then my daughter travelled to *** from ROC via an overnight bus resulting in additional expense of $170.81. Per advice we received from VA phone representative on 6/2/22, we promptly sent all the receipts and explanation to VA customer care email. We first heard back from VA over 6 months later, on 10/20/22. ** advised ** that they would contact the VS4696 flight operator Endeavor Air, and that Endeavor Air would get back to us, which never happened. When we followed up again with VA we were told something different: that we need to deal with Endeavor Air directly because the flight was only marketed and not operated by VA.Endeavor Air, whose customer service is operated by Delta, refuses to help us because the ticket was issued by VA. It is impossible to even submit a request for refund to Delta because the ticket number is a VA ticket number rather than a Delta ticket number. After spending several hours on chat and phone with Delta representatives on 1/2/23 we were not able to get anywhere. ** directs us to Endeavor, who we must access via Delta. ***** says there is nothing they can do because the flight was sold by VA. VA says there is nothing they can do although they took our money, the flight is not operated by them. ** is not providing us with help for dealing with Delta.We insist on obtaining compensation for flight cancelation and additional expenses from VA who received our money and issued payment to Endeavor Air based on internal agreements:(1) the refund for the airline initiated cancelation of 6/2/22 ROC-*** VS4696. This flight was marketed by Virgin Atlantic and the payment for this flight was processed by Virgin Atlantic (2) $170.81 for the additional expenses incurred in getting to *** from ROC.

  

  Business Response

  Date: 07/27/2023

  Dear Ms. ******

  Thank you for reaching out to us. 
  
  I am contacting you with regards to your enquiry with the Better Business Bureau (BBB)
  
  I am sorry to hear what has happened and for any inconvenience that has been caused to your daughter. I appreciate any disruption can be incredibly stressful.
  
  I understand that you have been having difficulty in claiming the out of pocket expenses as a result of the cancelled flight.
  
  I am so sorry to hear this, I must explain that it is the operating carrier that caused the flight disruption who is responsible for any compensation claims or out of pocket expenses claims, not the marketing carrier.
  
  I am sorry that you have been referred to ourselves and while I appreciate that the tickets were purchased through Virgin Atlantic we would only be able to assist with any unused sectors or downgrades.
  
  Once again thank you for reaching out I am sorry that we are unable to assist on this occasion, however I do hope that despite what has happened we have the chance to welcome you onboard in the future.  

  Kind regard 

  *********************************;

  Adviser ************* & Claims

   Virgin Atlantic

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20371846
  
  I am rejecting this response because:

  First, we were never been refunded the ticket portion of the cancelled flight.  That money was collected by Virgin Atlantic.  Whose responsibility is it to calculate how much that should be and refund it?

  Second, for the compensation of extra expenses Virgin Atlantic keeps referring us to the operating career.  However, Virgin Atlantic is not providing any help in how to contact the career, what reference number we should use, etc.  The operating career (Endeavor Air via Delta) claims that it is not their responsibility, as the ticket was issues by Virgin Atlantic, and the ticket number is a Virgin Atlantic number.  With a Virgin Atlantic ticket number it is not even possible to enter any information into Delta's refund/compensation website.  As is shown in the attachment I provided, the website flags the ticket number with error and then the help message appears stating to contact Virgin Atlantic.

  To fulfil their obligation to us VIrgin Atlantic needs to provide more support rather than just to say that they took our money, issued us a ticket with Virgin Atlantic flight numbers, but when the first portion of the flight was cancelled, it is  not their problem.  I expect Virgin Atlantic to provide me with customer service including (1) specifying how to contact Endeavor/Delta rather than through they website which blocks the request becaue the ticket is a VA ticket, (2) what ticket reference number to use so that it would be accepted by Endeavor/Delta, and (3) what is the amount that should be refunded for the airline cancelled ROC-*** portion of the ticket.

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

  

  Business Response

  Date: 07/28/2023

  Dear ****************,

  Thank you for your further email although Im sorry you remain disappointed.
  
  Im sorry to hear that you havent received any response regarding the refund of the cancelled sector. I can see that a claim was raised back in November,however this was closed as no payment as the ticket was showing as flown. I have reached out to our refunds team to raise a new request with the correct information. Once this has been processed, they will reach out to you directly via email.
  
  I was also sorry to hear that you are still having trouble claiming your expenses from Endeavor Air. I have reached out to Delta and requested their assistance with getting a resolution as they deal with Endeavor Airs customers too. I have provided all the relevant information and requested that they reach out to you directly.
  
  Whilst I would love to be able to resolve this for you today, as Virgin Atlantic were not the operating carrier of the cancelled flight, we wouldnt be able to take on the cost implications and must refer the complaint to the operating carrier,Endeavor.
  
  Once again, thank you for getting in touch. Im confident that you will get a resolution via Delta promptly. 

   

  Kind Regards,

  *****

  Customer Care

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20371846
  
  I am rejecting this response because:

  There are no case id numbers provided. We were previously told by Virgin Atlantic that they reached out to Endeavor Air and the latter will be communicating with us directly.  But that never happened.  There is no information is this response to follow up on, who will be getting back to us, by what date, what is the case #?

  According to the ************************* the airline selling a ticket is responsible for issuing a refund for a cancelled flight within 7 business days.  We have been waiting for over a year.  If we do not receive the refund for the 6/2/22 cancelled ROC-JFK flight within the 7 business days of today, my next step is going to be filing a complaint against Virgin Atlantic with the *******************************.

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

  Customer Answer

  Date: 07/31/2023

  Hello,

  Thank you for your response.  I did receive an email today from Delta with their explanation that the cancellation was weather related and therefore they do not have to compensate for additional expenses.  I did see that VA forwarded the complaint to Delta on 7/28/23.  So, I am satisfied with that part.

  I am still waiting for the refund from VA for the part of the itinerary that was cancelled. I understand they have 7 business days to get that processed. I am not sure how I can prove that they have not processed it yet.  I have not had any refund appear on my credit card. I can confirm again in a few days whether anything has changed.

  Thank you very much for your help!  Without your help I was not getting any responses that made sense at all.

  Best regards,

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

   

   

• Initial Complaint

  Date:07/18/2023

  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 booked a flight for my 15 years old son on Feb 11, 23 from ******* to ***** & return to ****** for travel in May/July. I got in touch with Delta customer care & discussed in detail policy for a minor travelling alone across borders with connecting flights & once all responses were in affirmative, booking was done. Booking reference number is HWFX36 with return booked via VA303/VA141 with a connection in ******. Before travel back from *****, I spoke to ********** again to check if any additional formalities were required & was informed that my son is all set. We filled out & had him carry a consent form to be safe. For return journey from ***** on July 16, however, my child was not allowed to check in at the airport & made to stand there alone for more than an hour with no alternate options offered. While executive at check in desk(*******) was kind enough to get on phone & explain the situation to us but neither him/manager at the airport provided any resolution leaving a minor child stranded at ************* with parents thousands of miles away in US. The manager completely refused to even talk to us stating work while my son noticed him standing there chatting away.This is highly unacceptable behavior by an airlines of the status of VA. While they may have certain policies, but neither are those very clear online & their service center is absolutely in dark. Moreover, how can an airline issue a ticket on an international segment to a minor if they can not honor the reservation? Date of Birth is a mandatory data provided at the time of booking so airlines had all details to raise a flag in advance. We were forced to make last minute bookings for our son's travel back, resulting in much harassment-rush for rescheduled flight, delayed flights with 15 mins left for an international connection, lost baggage, no contact with him for over 15 hours due to lack of time at *****************, additional money spent on upgrade due to non-availability of seats.

  

  Business Response

  Date: 07/19/2023

  Dear *************

  Thanks ever so much for your email.

  In order for us to take a further look into your enquiry, could you please provide any of the following information.

  Passenger full name
  Ticket number
  Virgin Atlantic booking reference

  Once we have this information we can take a further look into this and advise further.

  Thanks so much in advance. 

  Kindest Regards 

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

• Initial Complaint

  Date:07/13/2023

  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.

  On 4/13/2023, I checked on Virgin Atlantic website to see there was an airfare from *** to *** on 9/28/23 using miles. *** website showed that it did and required ****** miles. I transferred ****** miles from CapitalOne. I tried to book it but it kept on erroring out. I contacted Virgin on the phone who checked and stated that the flight was not available even though it was still showing online. Because of the mis-information online, the agent agreed to have my ****** miles be transferred back to CapitalOne. *** agent said it would take about 28 days. On 5/25/23, I still had not received the miles back into my CapitalOne so, contacted Virgin again and spoke with *******. ******* said the request was in and she would email the department to find out the status and will contact me back in few days. It's now 7/13/23, well over 28 days from 4/13/23, I had not heard back from ANYONE from Virgin nor received the ****** miles back to CapitalOne. I would like my miles transferred back to CapitalOne.

  

  Business Response

  Date: 07/22/2023

   

  Dear **************************

  Please accept our apologies for the delay in responding to you, in regards to your complaint.

  Please be advised that we are a separate company to Virgin Red, although we have a partnership with them.

  I would encourage you to make contact with Virgin Red, for them to liaise with Capital One.

  I am so sorry that I am unable to help you any further. However, I do hope this matter is resolved for you as soon as possible.

  We look forward to welcoming you on a Virgin Atlantic flight in the near future.

  Kind Regards

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

  Customer Care

• Initial Complaint

  Date:07/11/2023

  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.

  My bags were delayed on a flight in June and it took almost a week for my bags to be returned to me. Several items were lost and a claim was made but I still dont have a resolution and they are asking for ridiculous things to process my claim and compensate me

  

  Business Response

  Date: 07/12/2023

  Dear *************

  Thank you for reaching out to us via BBB - I hope you are well.

  I can confirm that your baggage case is currently being worked on and out baggage team will be in touch by the end of the week.

  Case reference for your correspondence is VSCR-00509966.

  Thanks again for getting in touch and have a lovely afternoon.

   

  Kind regards,

  Customer Care

   

• Initial Complaint

  Date:07/02/2023

  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 booked 2 flight tickets from *** to *** (E-Ticket---EWWJZ9 - Leaving from *** on 6/5/23 at 10:20pm). I picked economy seats for me and my mother seat # **A and # **C . On 6/4/23 I called customer service if I can upgrade for extra leg room and I was told I can get extra leg room if I pick any available seat row 45 to 52 but I will have to pay extra $86.82 for both seats so I picked 47K and 47H for me an my mother and paid extra $86.82 to get those seats with extra leg room. when I took my flight the next day. I didn't notice any extra leg room so I asked the flight attendant and I was told those are the exact same seats as economy. The only different is that these seats are upfront instead of back. I can't believe that airline agent just fooled me and took my $86.82 for the same economy seat as **A and **C. So I was charged $86.82 for nothing. I want $86.82 back on my credit card. I want no voucher or any airlines credit. I want my money back on my credit card.

  

  Business Response

  Date: 07/03/2023

  Dear ***********
  
  Thank you for taking the time to contact us. I hope you are well and enjoyed your flight to ***.
  
  Upon checking your booking, I can only see that payment of ***** USD each was made towards selected seats. This payment was for preferred seats, and not Economy Delight seats which would provide you with extra leg room. For clarification, preferred seats are considered the more popular and in demand seats in the Economy cabin which is why an additional charge applies.
  
  Please allow me to sincerely apologise for any confusion that was caused. As the seats you paid for were preferred seats, and they have been flown on, a refund cannot be offered on this occasion. I know this isnt the outcome you wished for, but I do hope I was able to help clear up any confusion caused.
  
  I hope we have the pleasure of welcoming you back onboard again in the future!
  
  Kind regards,
  
  *****************
  Adviser - *************
  *********************************************

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20265826
  
  I am rejecting this response because: that is a rip off
  
  

• Initial Complaint

  Date:06/22/2023

  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.

  Airlines Denied boarding Airline Name: Virgin Atlantic Travel Details : PNR: HOLTFY *********** to ********* (Return Tickets)Date of Travel: Outward: 3rd June 2023 - Inward 22nd Aug 2023 Passengers: ***********************, ***************************, ***************************, ************************* Compensate for the financial losses incurred, including the cost of the flight tickets, additional expenses due to the last-minute alternate booking, and any other reasonable expenses directly related to this incident.Summary of Loss :1. My Original booking for Virgin Atlantic/Delta: $3860.36 2. New alternate booking I have to make: $6447.16 3. Unwanted To and For to airport: $400 4. Arrangement made to stay back for an extended period: $500 x 2 Days: $1000 Total Loss Claim: $6447.16 + $400 + $1000 = $7847.16 Attached: 1. Complaint Letter 2. Itinerary

  

  Business Response

  Date: 06/22/2023

  Dear *****************,

   

  Thank you for taking the time to contact us. I hope you are keeping well.

  
  I am very sorry to hear that you were unable to travel due to **** issues. I can appreciate how disheartening and frustrating this must have been for you and your family. 
  
  Although I understand your position, it is the responsibility of the customers to ensure that all paperwork and documents are in order and valid before travelling. As you have rightly outline, here at Virgin Atlantic we will not have much information about ****s as entry requirements are different for each country and constantly changing. I can see that we advised you to check online on whether a ** **** would be required. I do advise for future reference to always check the government website of the country you are travelling to even if for a layover, to ensure that you have the correct information. 
  
  In relation to the information provided by *****, I do apologise that you were given reassurance by them in relation to the validity of your ****. Should you wish to reach out to Delta about this, you can do so through the link below. 
  
  **********************************************
  
  As much as I would like to assist you with your request for reimbursement of additional costs, as stated above, it is the responsibility of the customer to ensure all documents are in order and due to the issue raised, you were denied boarding. Therefore, we will not be able to cover any expenses as a result.
  
  To request refund of your original booking, please reach out to your travel agency. When you do not book directly through Virgin Atlantic, we are unable to process refunds, amendments, or waiver any fare rules as your contract remains with the third-party agent. I can only apologise if you were advised otherwise.
  
  Your travel agency can process your refund directly through their Global Distribution System. Should they require any assistance rom us here at Virgin Atlantic, they can contact our dedicated travel agency line, our sales support team, would be more than happy to assist further.
  
  I am sorry that you could not travel as originally planned. I hope we can welcome you onboard in the future! 
  
   
  Kind regards,
  Demi-*********************

  Customer Care 
  ********************************************* 
  www.virginatlantic.com

  
  

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 have a Virgin Atlantic reservation for upper class from *** to ***. This flight has had several adjustments and my seat assignments have been cancelled. I have tried to rebook my seats but the website does not load. I have tried to call but I can never contact a human. The voice prompts send me to the website which .... does not load. I cannot seem to find any way out of this mess. I tried the feedback form and the complaint form but they continue to refer me to their website, which does not load. I am so very frustrated!

  

  Business Response

  Date: 06/01/2023

  Dear *****************,
  
  Thank you for reaching out to us. I hope you're well. 
  
  Im extremely sorry for the issues surrounding your seat assignment. I can appreciate how frustrating and stressful this must be for you.
  
  Making schedule changes can be an enormous challenge to us, but we appreciate that this process is equally as disappointing and stressful for our customers. Although seats can never be guaranteed, I understand your frustration of not having the pre-selected seats available. I can only apologise for this as I know I would feel extremely upset as well.
  
  Ive investigated this matter, and I can see that your seats for your ***-*** leg are 07D and 07A.
  
  If you wish to amend your seats, our *************** are best placed to handle your query. Should you wish to call the team, you can reach them on ***************** from ****** or *************** from ******. If you are calling from somewhere else in the world, you can find the best contact number on your website.
  
  We cant wait to welcome you onboard in the future.
  
  
  Kind regards,
  

  
  Demi-*********************?
  Customer Care 
  ********************************************* 
  www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00501251 is updated and we will get back to you as soon as we can.

  Customer Answer

  Date: 06/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/25/2023

  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 lodging a complaint against Virgin Atlantic due to their poor service, lack of communication, and failure to honor commitments. The original booking (DJK7MW) was made on November 12, 2021, for a flight from *** to *** on January 14, 2022, and a return flight from ***** to *** (via *********) on January 23, 2022. The total paid was $1893.81.On December 26, 2022, they emailed about a schedule change where I had to change my return flight. That caused significant inconvenience and potential legal issues since our ** **** applications were based on the original flight details. I also paid an extra cost of $70.90 on December 28, 2021, on the phone with their customer service, bringing the total to *********** the same call, I informed them about the potential **** delays resulting from the schedule change. They offered a refund or vouchers if the trip had to be delayed or canceled. As the **** delay prevented me from traveling, I contacted Virgin Atlantic again, and they provided three vouchers. The terms and conditions stated that these vouchers must be used for travel completed by December 31, 2023. However, despite multiple attempts on their website, I have been unable to redeem these vouchers. Furthermore, my efforts to reach their customer service by phone have been unsuccessful due to long wait times, and alternative contact methods were not provided.After numerous failed attempts to use the vouchers and being unable to reach them by phone, I completed a refund form on their website on May 8, 2023. The automatic response stated a response within 14 days, but I have yet to receive any communication from them. Please note all airlines provide a refund if the schedule change is from their side, but even their voucher is not working for **** firmly believe that Virgin Atlantic has failed to honor their commitments and provide customer service. I am currently out of pocket with unusable vouchers and have experienced a lack of responsiveness from their team.

  

  Business Response

  Date: 05/28/2023

  Dear *****************

   

  Thank you for contacting Virgin Atlantic, I hope you are well.

   

  I am truly sorry to hear about the experience you have had with us as I can appreciate how disappointed you are with the service you had so far which we would never want for our customers.

   

  I have had a look into this further and your request for a refund has been declined as you have already accepted a Travel Voucher. Once a customer accepts a Travel Voucher with us, they must agree to the Terms and Conditions before they submit their request. The Terms and Conditions state that the Travel Voucher is non refundable so we sadly will not be able to settle your request. 

   

  For convenience, please see our Travel Voucher Terms and Conditions below.

   

  1. Your Travel Voucher is personal to you and cannot be transferred, sold, auctioned or retendered for money or otherwise.
  2. Your Travel Voucher has the same value as your original booking. It can be used to pay or part-pay for a new booking.
  3. If you have opted to receive your Travel Voucher following a cancelled flight, and you dont use the whole value of your Travel Voucher when making a new booking, you are entitled to a cash refund of the residual value. If you have received a Travel Voucher for any other reason, the residual value will be non-refundable.
  4. If the new ticket price is greater than the Travel Voucher value, the difference must be paid.
  5. If an additional credit has been applied to your Travel Voucher as a result of a cancelled flight, the value of the credit can be used towards your new flight booking. If you dont use the full value of your additional credit, it will be lost and will not be retained as a credit for future use.
  6. You can make a booking on behalf of someone else using your Travel Voucher. A booking for a third party using your Travel Voucher must be made at least seven days before departure.
  7. If your booking was made through a tour operator, travel agent or other airline, please contact them directly to discuss your options. We are not responsible for any third party fees.
  8. You can only use your Travel Voucher to book a flight with us.? This can be done either online by completing the Im Ready to Rebook form on www.virginatlantic.com or by calling our Customer Centre.
  9. Your Travel Voucher cannot be used to buy tickets for group bookings, other products such as seats or excess baggage or used at the airport.
  10. Your Travel Voucher cannot be used towards a Virgin Atlantic Holidays bookings.
  11. Your Travel Voucher will be in the same currency as your original booking.
  12. Only one Travel Voucher can be used per passenger.
  13. You cannot combine a Travel Voucher with any other voucher issued by our ************* team.
  14. If your original booking was a *********** full reward booking, the value of your Travel Voucher will be the equivalent to the value of *********** points and taxes of your original booking.
  15. You can use your Travel Voucher to purchase a new ticket combined with *********** points.? If you dont use the whole value of your Travel Voucher when making a new booking, we will give you a cash refund of the residual value. If the new ticket price is higher than the amount of *********** points and your Travel Voucher value, the difference must be paid.
  16. Your Travel Voucher is valid until 31st December 2023. All flights booked using your Travel Voucher must conclude by 31st December 2023
  17. Except where expressly stated in these terms and conditions, your Travel Voucher is non-refundable and cannot be renewed or converted to cash at any time (even if the original flight is subsequently cancelled).
  18. If we cancel a flight that has been booked using a Travel Voucher, any refund requested will be made according to the original form of payment. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher.
  19. If you cancel a booking made using a Travel Voucher, any refund will be issued in accordance with our Conditions of Carriage and the relevant fare rules. If you are entitled to a refund, it will be made according to the original form of payment. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher.

   

  In regards to your out of pocket expenses, I do also apologise about this and for any inconvenience caused. As the disrupted carrier was KLM, I would kindly advise that you contact them regarding this. I can see that we did rebook you onto a direct flight operated by Virgin Atlantic after this disruption, however, under EC261, KLM will be liable to review these expenses, I do hope you can understand.

   

  Your overall frustrations havent gone unnoticed, and I am sorry you feel so let down by us.  I do hope that you will continue to travel with us, and we look forward to welcoming you on board again in the not too distant future.

   

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

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

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20103255
  
  I am rejecting this response because:

  
  The vouchers did not ever work or are not working right now (as per the ** they sent, it must be working until 31 December 2023). Not only did they not work in the past, but they also do not work at the moment. Additionally, I was never given a refund option in the voice call! No one would choose a voucher option if the refund option has been offered, especially when they are not sure about **** issues.

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

  

  Business Response

  Date: 06/08/2023

  To *****************,

  Thank you for reaching out to us, I hope you are well.

  I am sorry to hear that you are experiencing some difficulty with re planning your flight. As you can imagine due to the pandemic, we have had to make a lot of changes to our schedule which includes last minute cancellations and/or amendments.

  Unfortunately as per the Terms and Conditions of your Travel voucher we are not able to provide you with a refund after you have chosen to accept a travel voucher. To understand your best options regarding your ticket, then our *************** are the right people to assist you with your Pre travel query as you aren't able to use your vouchers online. You can reach them on ********************. 

  It is disappointing to hear that we haven't lived up to your 'Virgin' expectations. I'm so sorry to read about it in your complaint. We thrive on comments to push ourselves to be better so thank you for bringing it to our attention.

  We look forward to welcoming you onboard soon.

  Kind regards

  Customer Care

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20103255
  
  I am rejecting this response because:

  I attempted to call ******-based number provided (while being in **********), but experienced significant delays and was unable to reach their customer service. As I mentioned earlier, the airline never offered me a refund, and now they claim that I cannot receive one because I accepted a voucher. However, their agent on the phone didn't even offer the voucher initially, despite it being the airline's fault.

  Furthermore, their vouchers are not functioning on their website, and there is no way to contact them via phone. The voucher I received has not been usable for the past year, and I suspect they are deliberately stalling until the end of 2023 so they can declare the voucher expired. Additionally, both of the responses I have received lack meaningful answers and seem to be repetitive scripts.

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

  

  Business Response

  Date: 06/13/2023

  Thank you for your further email although Im sorry you remain disappointed with our response.
  
  Whilst I appreciate your request for a refund, as previously advised, you are not eligible as you accepted the travel voucher.
  
  We have many different ways for you to get in touch with our customer services team in order to use the vouchers. I understand there may be long wait times sometimes,however our phone lines are open available 24/7. The ** number is ***************.
  
  We also have a web messaging option that is available in my booking on the Virgin Atlantic website.
  
  I can assure you that we wouldnt deliberately withhold a voucher.For your reference, your voucher numbers are:
  
  9322115894971
  9322115894972
  9322115894973
  
  Once again, Im sorry for any upset caused. I appreciate your feedback and will ensure this gets fed back to the relevant team so that we can make positive changes for the future. 

  Kind regards,

  *****

  Customer Care

• Initial Complaint

  Date:05/23/2023

  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 writing to urgently address an unresolved matter regarding my refund request for Booking Reference Number FDVWCO (Virgin Atlantic Airways Reference: ********). Despite my initial request on May 13, 2023, I have not yet received the refund.The delay in processing the refund has created financial difficulties for me, as the outstanding amount remains on my credit card balance. In order to fulfill my upcoming payment obligations, I kindly request your immediate attention to this matter.

  

  Business Response

  Date: 05/24/2023

  Dear *******,

  Thank you for getting in touch with us. I hope youre well.

  As the refund was requested on the 13th May 2023 it can take up to 14 working days to reach your account.

  I have sent our refunds team an urgent request to action this as soon as possible.

  We appreciate your patience and hope to welcome you back onboard soon.  

  Kind regards,

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

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20093499
  
  I am rejecting this response because: I requested a refund on May 13, 2023, and it has been 14 days without receiving it. Could you please provide an update on the status of my refund?
  
  Sincerely,
  
  Hongkang **

  

  Business Response

  Date: 06/01/2023

  Dear *******

  Im so sorry you have not received the refund yet.
  
  I can see you have now filed a chargeback request with your credit card. As now **************** is handling this on your behalf, we would need to refer you back to them for any further information.
  
  Our apologies for any inconvenience caused. We will work with Amex to get this resolved as soon as possible.

  Kind Regards

  Carri 

  Customer Care 

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20093499
  
  I am rejecting this response because: I am writing to follow up on my previous refund request, which was submitted four weeks ago. Despite the passage of time, I have not yet received the refund.
  I understand that you have mentioned the initiation of a chargeback request with my credit card company, ***************** While I appreciate your efforts to collaborate with **************** to resolve this matter, I would like to emphasize that the refund has not been processed on my end.
  As a valued customer, I kindly request an update on the status of my refund. I have been eagerly awaiting its resolution and would appreciate any information you can provide regarding the timeline or any actions required from my end to facilitate the refund process.
  Additionally, I have been in contact with **************** regarding this issue, and they have recommended that I pursue mediation through the Better Business Bureau (BBB) if the refund is not resolved promptly. I kindly request your assistance in ensuring that the refund is processed as soon as possible to avoid any further escalation.
  Thank you for your attention to this matter. I look forward to hearing from you soon with an update on the status of my refund.
  Sincerely,
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:05/17/2023

  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 past weekend we found out that our youngest son's passport expired & we purchased tickets to go to Europe on Virgin Atlantic leaving yesterday, May 16th, & returning on May 23rd.We purchased our tickets utilizing our Chase CC points that took years to save.When we found out that we had a passport issue, we did everything possible through the national passport agency as well as our ** senators to assist so that we could receive a new passport for our ********* to Europe on the flight that took off yesterday at approx. 4:00 p.m. Unfortunately, when we realized that we were not going to be able to replace the passport, we needed to preserve the dollars that we had already spent for the tickets. Not knowing when we would get an appointment through the national passport agency, we identified dates in mid-June that *** work for ** to travel over to ******* so we did not have this issue happen again. However, within 30 to 45 minutes of making this flight change & our original flight taking off from *****, we received a notice from our *************** that we were finally able to obtain an appointment at the passport agency for the next day. As a result we have spent a tireless amount of hours on hold we ith Virgin to speak with someone that could help us, however they keep referring us to ***** as the agent. *****, on the other hand, is saying that it is Virgin Atlantic's decision on whether or not we are required to be charged a 2nd $199 penalty per ticket to move the flight from mid-June back to this week since we now have our son's passport. I have just spent over an hour and a half, & my wife has spent hours yesterday, trying to receive help from Virgin *************************** are not getting anywhere with their customer ************** will not transfer us to an escalation department or the corporate office. All we want is just some help because we cannot afford a 2nd penalty. Please help we just need some help. My telephone number is ************. Thank you so much.

  

  Business Response

  Date: 05/18/2023

  Dear *************

   

  Thank you for contacting Virgin Atlantic, I hope you are well.

   

  I am truly sorry to hear about your experience as I can appreciate how upsetting this must have been.

   

  So I can look into this further, could you please provide us with a booking reference or ticket number? I have searched our system using the flight information you provided but unfortunately I am not able to find your booking.

   

  Thank you very much, I look forward to hearing from you.

   

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

  Customer Care

  Customer Answer

  Date: 05/18/2023

  Good morning.

  Thank you so much for your response. Our Virgin Atlantic airline confirmation  number is DALQBX. 

  The Chase credit card trip number is C7KDTP9R6. 
  

  thank you again. Should you require any additional information, please do not hesitate to ask.

  Have a good morning.
  *******************

  

  Business Response

  Date: 05/19/2023

  Dear *************?
  
  Thank you for reaching out to us. I'm sorry for our delayed response, but I do hope that you're keeping well. 
  
  I'm sorry to hear of the issues you have experienced when trying to change your flight dates, due to the issue you have had with your son's passport. We really are sorry for the inconvenience caused and can fully appreciate how stressful this would have been for you, especially spending so much of your time trying to resolve this with both us here at Virgin Atlantic, and your original booking agent, Chase. 
  
  If I may explain, when you do not book directly through Virgin Atlantic, we are unable to process any amendments, or waiver any fare or change fees as part of your ticket rules, as your contract remains with the third-party agency.
  
  We have binding contracts with travel agencies, which state that we will not intervene with their bookings, which would include reimbursements as this will be managed by the agent.
  
  Therefore, you would need to speak to your travel agency directly regarding the change fees being charged once again. Should they need any assistance from **, they can contact our dedicated travel agency team, our sales support for further assistance. 
  
  We would also advise that if Chase contact our sales support team for assistance with this and are still advised that each change will be subject to the change fees of your tickets (which is usually the case, I do apologise) to contact your travel insurance to see if you could be covered for these additional charges.
  
  We do apologise that we're unable to help you further with this and wish you all the best. We very much look forward to welcoming you all onboard with us to ***************. 
  
  Kindest regards
  ***************?
  
  Customer Care 
  ********************************************* 
  www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00498025 is updated and we will get back to you as soon as we can.