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.

  747 Belden Ave Norwalk, CT 06850-3348

• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Ave Norwalk, CT 06850-3348

• 

  Virgin Atlantic Airways Ltd

  5758 W Century Blvd Los Angeles, CA 90045-5613

• 

  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:05/10/2023

  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 wanted to purchase a business flight for my wife and I for our summer vacation in *******. Virgin Atlantic has a flight advertised from ******* *** to ****** BEY on July 26th on upper class for ******* points + 1,391$. I thought this is an acceptable deal and transferred ******* chase points to virgin atlantic. After transferring the points, I attempted to purchase the tickets multiple times however the system would send me back to the search page after each attempt. I called virgin atlantic to book through phone. I spoke to **** who informed me that Virgin Atlantic is having issues with its partner airlines and that she is unable to book the tickets for me. **** was professional and courteous. I explained to Mazy that I transferred all ********* that I have been gathering for years from chase to Virgin Atlantic in order to purchase the advertised tickets and that now I have no way to return ********* back to chase. I lost a lot financially from this error especially that now I cant use ********* to purchase airline tickets for my familys vacation.

  

  Business Response

  Date: 05/11/2023

  Dear *******************,

   

  Thank you for reaching out to us. I hope you're well. 
  
  Im extremely sorry to hear of the issues you received when trying to make a booking with us. I can appreciate how frustrating and stressful this mustve been for you.
  
  We aim for our customers journeys to be seamless from start to finish, so I can only sincerely apologise that this wasnt the case for you on this occasion. Please be assured that the experience you received with us isnt the norm. 
  
  We take feedback extremely seriously, so I want to assure you that all your comments will be given to the relevant department so where improvements can be made, they certainly will be.
  
  If you would like to request a reversal of these Virgin Points, youd need to contact ***** who will then need to approve the reversal with Virgin Red.
  
  I do believe that in this circumstance, an apology isnt enough. As a gesture of goodwill, I have credited ***** Virgin Points into your *********** account. I know this will not rectify what has happened, but I do hope it goes some way in showing you how sorry I really am. I hope you can accept it in the spirit intended.
  
  I hope we can 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-00496422 is updated and we will get back to you as soon as we can.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20040768
  
  I am rejecting this response because:

  I called chase they noted that all point transfers are final. The tickets in question are still advertised. I want to book these tickets but still having the same glitch issue. Please see attachement. My phone number is ************ we can book these tickets over phone.

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

  

  Business Response

  Date: 05/20/2023

  Dear Mr ********

  Thank you for reaching out to us through BBB. 

  I am following up to confirm that my colleague contacted you on 12th May 2023 and put you through to our **************** team to assist you with making your booking. 

  I hope you were able to make your booking without any issues and we look forward to welcoming you and your wife onboard in the future. 

  Kind regards,

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

  Customer Care 
  ********************************************* 
  www.virginatlantic.com
  If you wish to respond please ********** reply to this email to ensure your individual Case VSCR-00496422 is updated and we will get back to you as soon as we can.

  Customer Answer

  Date: 05/21/2023

   
  Complaint: 20040768
  
  I am rejecting this response because:

  Dear ******,

  A Virgin Atlantic consultant called me however it was not possible to purchase the tickets as advertised stating that they are having communication issues with partner airlines. The tickets have since been removed from the website. I was also told to call ***** to get my points refunded back. I called Chase again and my case escalation number is Lsp-2023-*****. The process of getting back my points has been going on for 7 days with no resolution. This is very disappointing as I transferred all my points that I have been saving for years to Virgin Atlantic only to get caught by false offers on Virgin Atlantics end and to be reminded by ***** that point transfers are final and that there is no guarantee that I can get my points back. Before transferring my points it did not occur to me for even a moment that Virgin Atlantic (VA)would not honor an advertised offer. VA is known for good customer service and has a A+ rating on ********************. What happened to me is horrendous, I lost points that have a large money value, and our travel plans had to be changed. 

  I want my points back.

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

  

  Business Response

  Date: 05/22/2023

  Dear *******************
  
  Thank you for your response.
  
  I am sorry to hear that you were unable to make the booking using your points. It is disappointing to hear that due to the booking process with our partner airlines,we are no longer able to offer points bookings with *********** Airlines. I appreciate this is not useful for you as you have already transferred the points from Chase.
  
  As Virgin Red deal with all points transfers, I recommend you reach out to them to query this. I also advise that you escalate this with ***** so that both ***** and Virgin Red are able to look into the matter and assist you with transferring the points back.
  
  I am sorry I could not provide you with a more favourable response and that you were unable to make the booking. Please be assured that this will all be fed back to relevant teams internally to ensure something like this does not happen again.
  
  *****************
  Adviser - *************
  *********************************************
  

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20040768
  
  I am rejecting this response because:
  
  I want my points back. Please return *********. I have escalated the case with ***** and provides the reference number to you in the prior message. Are you able to call chase as a Virgin representative or facilitate the point return on your end? I need ********* back asap for my finances.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/09/2023

  Dear *******************, 
  
  Thank you for reaching back out to us. I hope you're well. 
  
  Im extremely sorry to hear that youre having issues transferring your Points back to Chase. I can appreciate how frustrating this may be for you.
  
  As advised previously, Virgin Red handle all Points transfers so theyre best placed to assist you with this.
  
  Im so sorry that I couldnt offer a more favourable response.
  
  I hope you can get this matter resolved as soon as possible. 
  
  
  Kind regards,
  

  
  Demi-*********************?
  Customer Care 
  ********************************************* 
  www.virginatlantic.com
  
  If you wish to respond please ********** reply to this email to ensure your individual Case VSCR-00496422 is updated and we will get back to you as soon as we can.

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20040768
  
  I am rejecting this response because:
  
  I reached out to chase and they noted they cant do anything on their part to reclaim the points. Please view the letter they sent me. ***** noted that Virgin has to transfer the points back to me. I could not find Virgin Reds number. Please provide it or share my number with them at ************ so they call me. Its unacceptable that ********* are still with Virgin because of false advertisement. 

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

  

  Business Response

  Date: 06/11/2023

  Thank you for contacting us again, I hope you are doing well.

  I have looked into the case in great detail with the care it deserves. My sincere apologies that we could not book the fare you wanted. This was due to circumstances beyond our control. I understand you transferred points from your Chase account to complete the ticket transaction.

  Unfortunately, the transferring of points between Virgin and Chase is one way, as once the points have been transferred, they can not be reversed. I However, I know you cannot use the points on this occasion, but the points do not expire and can be used on a future date for travel and many other attractions.

  Thank you for taking the time to contact **, I wish I had a more favourable response.

  Kind Regards.

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

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20040768
  
  I am rejecting this response because:
  
  That is incorrect. A chase representative said Virgin Atlantic can send the points back by contacting points.com which is the points broker.

  If you are unable to send back the points I ask for a 2650$ check as a refund for the points. 

  Otherwise Virgin Atlantic would have committed false advertisement and theft.

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

  

  Business Response

  Date: 06/16/2023

  Dear *******************,
  
  Thank you so much for taking the time to get in touch.
  
  Im so sorry to hear the trouble youre having with transferring *********** points back to your Chase account. As my colleagues have explained, unfortunately this is a one way transfer and it would be Chase who would need to approve any transfers back.
  
  If you would like to contact Virgin Red, they can be contacted by email ********************************************.
  
  I really do hope this is resolved for you soon and I do hope we will get the chance to welcome you onboard in the future.
  
  Kind regards,
  *************************?
  Customer Care 
  ********************************************* 
  www.virginatlantic.com
  

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20040768
  
  I am rejecting this response because:
  
  Virgin Atlantic is responsible for my loss of 2665$ worth in points. Virgin is responsible to either compensate me in cash or contacting chase to initiate the return of points. 
  

  this is ridiculous you advertised a ticket I cant buy and then stole ********* that I have been saving for years. This is scandalous. 

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

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Customer Answer

  Date: 09/05/2023

  On August 27 Virgin Atlantic reached out to me by email to inform me that they will send me the next steps regarding my claim within 7 days. The business has not followed up with me since then. I sent them a follow up email on Sept 5. 
  

  

  Business Response

  Date: 09/07/2023

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

  
  Thank you for getting in touch with us through Better Business Bureau. You would have received an email from us on 6th September informing you that we are currently looking into the matter regarding your points transfer. Once we have received further information, we will be in touch with you with an update.

  
  Once again, I appreciate your patience and understanding. We hope to get back to you soon!

  
  *****************
  Adviser - *************
  *********************************************

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20040768
  
  I am rejecting this response because:
  
  Email received.  Hope to hear back from Virgin soon.

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

• Initial Complaint

  Date:05/09/2023

  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.

  We bought two business class tickets from ***-***-*** on Virgin Atlantic through skylux travel. A week before our scheduled return journey, my husband got sick and we could not travel. I contacted skylux several times and I was told that the next available flight was more than a month away. It was practically not possible for us to spend another month abroad so I had to buy a new ticket to get back home. Since it was a non refundable ticket, I did not ask for a refund but asked Virgin atlantic/skylux to let me use the credit on a different flight. I was told we were a no-show despite me letting skylux know multiple times that we would not be traveling on the scheduled date. Virgin Atlantic was not reachable from ****** and when I managed to chat with someone from their side, I was told they would not help me since I had booked my ticket with skylux. I requested them and skylux both to atleast extend the validity of the ticket for 90 days since it was impossible for me to make that oneway return flight before Nov 16th. All my requests have fallen on deaf ears and both the airline and the agency seem to be in the business of cheating their passengers out of their paid tickets. We submitted a medical certificate to Virgin Atlantic and were told that Virgin does not have a policy of medical exceptions. This feels extremely unfair because I am not sure they would have let us board the flight anyways with a fever. I want to be able to use the part of the ticket I paid for.

  

  Business Response

  Date: 05/11/2023

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

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

   I was sorry to learn that you are still experiencing problems in requesting a refund from your travel agency.

  Unfortunately,when you dont directly book through Virgin Atlantic your contract remains with the third-party agent. Your contract remains with the organiser for your flights. I appreciate this is a frustrating matter.
  
  Any refund requests or changes to your ticket will be dealt with by this company, not **. Your organiser has sole responsibility for your booking. If they need any support with anything regarding your booking,then they can contact our Trade Support team. They will already have the details for this.

  
  Thank you for allowing me the opportunity to explain further and please be reassured we will always work in partnership with your agency, Skylux travel to assist in any queries.

  Kind regards,

  Virgin Atlantic Customer Care

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20039109
  
  I am rejecting this response because:
  
  Thank you for the prompt response. I have contacted skylux travel repeatedly who have told me that Virgin Atlantic have rejected any modifications and insist that I make the same exact one sided return journey before Nov16th that renders my ticket unusable despite repeated requests for a credit or an extension of the ticket for 90 days. May I request you to speak to skylux and see if my ticket modifications are possible? I think you can appreciate that I find it unfair that I should be asked to forfeit the tickets when the return flight was not an option for me since there were no tickets available for a month and I could not stay that long abroad. Thanks. 
  
  Sincerely,
  
  M ******

  

  Business Response

  Date: 05/13/2023

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

  Thank you for reaching back out to us. I hope you're well. 
  

  Ive not been able to locate your Virgin Atlantic booking reference with the information provided. Our booking references consist of 6 characters (a mix of letters and numbers) and it starts with a letter between A and G.
  
  If you could provide me with the following, then Id be more than happy to assist you with your query:
  Full Name as on the booking
  Date of Travel
  Flight Numbers/Sectors travelled
  Booking Reference (if known)
  Flying Club number (if any)
  

  I look forward to hearing from you.
  

  
  Kind regards,
  

  
  Demi-*********************?
  Customer Care 
  ********************************************* 
  www.virginatlantic.com
  
  If you wish to respond please ********** reply to this email to ensure your individual Case VSCR-00496506 is updated and we will get back to you as soon as we can.

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 20039109
  
  I am rejecting this response because:
   
  the booking reference number is DL6M2G
  Sincerely,
  
  M ******

  

  Business Response

  Date: 05/19/2023

  Dear M ******,
  

  Thank you for your further communication,I trust you keeping well.
  

  I'm truly sorry that you are unhappy with our last response to you and that you are still experiencing problems in requesting a refund from your travel agency.

  I have looked into your case again and I do have to reiterate what my colleagues have previously advised you. 

  When a customer chooses to purchase their ticket through a travel agent the contract remains between the customer and the third-party agent. As such your contract remains with the travel agent you used to book your flights. Therefore any refund requests or changes to your ticket will be dealt with by this company, not **. Your organiser has sole responsibility for your booking. If they need any support with anything regarding your booking, then they can contact our Trade Support team. As previously advised they will already have the details for this.

  I appreciate this is a frustrating matter, and apologise we cannot be more help to you in this matter.

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

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20039109
  
  I am rejecting this response because:
  
  I have communicated with Sjylux multiple times and they have told me it is Virgin Atlantic that refuses to accommodate any of my requests and state that it is company policy. I will file a complaint about skylux too but I would request you contact your ************ internally as well since its the same company. Thanks. 
  Sincerely,
  
  M ******

• Initial Complaint

  Date:05/07/2023

  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 made a reservation using Virgin Atlantic miles, with booking reference DSNWNS in December 2022. The flight number is DL4956, and it departs on May 31 at 15:11. However, on 3/22/2023, I recevied an email stating that hte flight time was changed to 6:10, which is 9 hours earlier than scheduled departure time. It doesn't work for **. In the past two months, I have tried multiple ways to cancel the ticket and tried to get the refund, but it never worked. I have received two emails from the company (one on 3/31, and another one on 4/11), both stating that I would receive refund in 14 days after that email. However, the refund never comes. Now it is only three weeks from the departure date. I totally lost faith in that the company would refund me for disrupted travel schedule.

  

  Business Response

  Date: 05/08/2023

  Dear ***********************
  
  Thank you for getting in touch with us regarding your booking DSNWNS.
  
  I am sorry to hear that your flight was impacted by a schedule change. I know this isnt always ideal for passengers, and I am sorry to see you are no longer able to travel.
  
  Having checked our system, I cannot see that the refund has been logged. Please accept my apologies, as it seems this may be an admin error.
  
  Should you wish to request a refund again, you can do so through the link below.
  
  **************************************************************************************************
  
  If you find that you are having difficulty with requesting a refund online, you can contact the *************** team who will be able to cancel your booking for you and raise a refund.
  
  If you wish to call our team, you can reach them at ******************* from ****** or *************** from the **. If you are calling from somewhere else in the world, you can find the best contact number on our website.
  
  Again, please accept my apologies for the impact the schedule change has had and for any disappointment caused.
  
  I hope you are able to receive your refund soon.
  
  *****************
  Adviser - Customer Care
  Virgin Atlantic

• Initial Complaint

  Date:05/06/2023

  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.

  On March 3, 2023, I made a reward booking on Virgin Atlantic for my parents for an upcoming roundtrip from ******** to ******. The reservation was completed with points transferred from my Chase Ultimate Rewards account, and I received a confirmation of flight details in my email account.Throughout April when I tried to log into my Virgin Atlantic account to add a booking for myself, I was always prompted with the message "please check your password". And after resetting my password numerous times, I still failed to log in. And I also cannot find my previous booking anymore with the same confirmation code. On April 29 I called the Virgin Atlantic customer service hotline, and was notified that my loyalty account is undergoing "review", which was never communicated nor notified to me via any method. It means that Virgin Atlantic secretly decided to lock my loyalty account, cancel my flight, and not give any notification or communication. The agent recorded my phone number and said will get back to me asap.On May 6, I called hotline again and another agent said there is nothing he can do except to record my phone number again and hopefully someone will reach out to me. I need:1) Confirmed booking of 2 roundtrip tickets as my original plan 2) Details of whatever review is going on, what information is needed from my side, and the review to finish by May 10, 2023. 3) I need to log in to my account to make another booking 4) Official apology from the company in writing and ****** miles to compensate my time and all the disrespect If I hadn't tried to log in and make another booking, my parents will probably be at the airport in June realizing the plane tickets were cancelled without any notification. This is unacceptable behavior. My account number is **********. I need ALL COMMUNICATION IN EMAIL. Don't call me.

  

  Business Response

  Date: 05/10/2023

  Dear ***********
  
  Thank you for taking the time to contact us.
  
  I can confirm that due to account screening, you are unable to log in to your *********** account.
  
  With regards to the booking, after liaising with our internal teams, I have been advised that all our bookings are subject to random security checks. These checks show transaction payment has been disputed, and we have no other information. Please refer to your card issuer.
  
  Kind regards
  
  *****************
  Adviser - *************
  *********************************************
  

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20026396
  
  I am rejecting this response because:

  Thanks for providing the reply, however your response doesn't quite explain the situation, or address the issue on hand.

  "I can confirm that due to account screening, you are unable to log in to your *********** account." - What does that mean? What is the actual process of account screening and how come I was never contacted or notified for it? When is this to be resolved?

  "I have been advised that all our bookings are subject to random security checks. These checks show transaction payment has been disputed, and we have no other information. Please refer to your card issuer." - I have contacted both (1) Chase where I transferred the points from and (2) **************** where I used my credit card to pay for tax and surcharges. Both parties confirmed that transaction was successful and there was no disputes related. 

  Please give contact emails of your internal team who has been handling this issue. It is already unacceptable how the booking was cancelled or suspended without any notification to me, and the fact that I called your customer service a month ago and still have not received any phone call or reply back. Please ask your internal team to be more supportive of the issue as it is an upcoming trip. Both ***** and **************** are ready to communicate with your team directly on validating the transactions.

  Also, I don't know how you conduct these "random checks", but since these mileage are directly from my own credit card account, and I paid taxes on my own credit card, and the booking is for my own parents, I don't see anything suspicious with the booking. I believe a sincere and professional process should include some kind of inquiry or additional information to proceed. So far seems like a random decision was made based on nothing concrete, and nobody from your team has been following up.

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

  

  Business Response

  Date: 05/18/2023

  Dear ***********
  
  Thank you for your response.
  
  American Express and Chase have been liaising with our *********** team and have confirmed that the points were transferred successfully and securely. Therefore,you *********** account has been activated again and your *************** has not been affected and they will be able to travel as scheduled.
  
  Please accept my genuine apology for the stress and inconvenience caused. I appreciate that this must have taken up some of your time, for which I am apologetic for. As a gesture of goodwill and by way of apology, I have added ***** points to your *********** account which you will be able to log in to now.
  
  I appreciate your patience whilst we investigated the matter. I hope your parents have a wonderful time in ******.
  
  *****************
  Adviser - *************
  *********************************************
  

  Customer Answer

  Date: 05/19/2023

   
  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:05/02/2023

  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.

  Pleasant good day to you and your Saff. I booked a flight to ****** for my 3 boys and I last Year February but because of a business opportunity I had to cancel the trip. I called Virgin Atlantic to cancel and was told that the tickets were non refundable but I had purchased insurance so I was advised to call the insurance. I called the insurance and was told that they do not cover the reason for cancel and was given a full refund. I called back Virgin Atlantic and was told that they would issue me 4 vouchers. I was happy with the vouchers because I wanted to use the at some point later. This year I am looking for the vouchers to books. Flight I cant find them. I call the company and was told there is no vouchers instead I am a no show. I spoke to several people including a supervisor who said she would give me my vouchers if I sent proof that I tried to get the money back from the credit card company. I called several times and nothing. All I I want is my vouchers please, thank you

  

  Business Response

  Date: 05/05/2023

  Dear ***************, 

   

  Thank you for reaching out to us. I hope you're well. 
  
  Ive not been able to locate your Virgin Atlantic booking reference with the information provided. Our booking references consist of 6 characters (a mix of letters and numbers) and it starts with a letter between A and G.
  
  If you could provide me with the following, then Id be more than happy to assist you with your query:
  Full Name as on the booking
  Date of Travel
  Flight Numbers/Sectors travelled
  Booking Reference (if known)
  Flying Club number (if any)
  
  I look forward to hearing from you.
  
  
  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-00495197 is updated and we will get back to you as soon as we can.

• Initial Complaint

  Date:04/06/2023

  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.

  Dear Virgin Atlantic **************** Team,I am writing to express my extreme disappointment, dissatisfaction, and outrage regarding a recent experience I had with your airline. My booking reference number is D793QN. I had purchased four Economy Delight class seats for myself and my children for the flight from *************** to *************** on March 17th 2023. However, due to flight changes that were made without any prior notification or explanation, I was downgraded to a lower class of service on ***** Airlines when I boarded the flight on May 18th 2023.This unexpected change in my seating not only caused significant discomfort and inconvenience during my journey but also negatively impacted my overall travel experience with Virgin Atlantic. I am extremely dissatisfied with the lack of communication and regard for my preferences as a loyal customer.In light of this unfortunate experience, I kindly request that Virgin Atlantic either issue a full refund for the difference in fare between the classes of service or provide compensation that adequately reflects the inconvenience and discomfort caused by the unwarranted downgrade.I have also attempted to contact Virgin Atlantic through their website by filing a complaint through the proper channels, through their Instagram page, and through their ******* page however, I have not received a response from either Avenue for almost 2 weeks. I have always considered Virgin Atlantic to be a reputable airline that values its customers, and I hope that you will take this matter seriously and address my concerns promptly. I look forward to a swift and fair resolution that will allow me to continue choosing Virgin Atlantic for my future travel needs.Thank you for your attention to this matter. I eagerly await your response.

  

  Business Response

  Date: 04/07/2023

  Dear ******************
  
  I hope you are well.
  
  Thank you for getting in touch with us.
  
  I am very sorry to hear that you were impacted by a schedule change causing you to be downgraded from Economy Delight to Economy Classic. I do not doubt how frustrated and let down you must have felt by this. Please be assured this was not intentional, and I do apologise for the disappointment caused.
  
  I have gone ahead and requested a refund for the difference between Economy Delight and Economy Classic. Please allow 14 working days for the money to be refunded.
  
  Thank you for your understanding, and once again I apologise for the overall experience.I hope we have the pleasure of welcoming you back onboard again in the future!
  
  *****************
  Adviser - *************
  *********************************************
  

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19904298
  
  I am rejecting this response because:

  Subject: Request for Additional Compensation due to Delayed Response

  Thank you for your recent response. While I appreciate the challenges businesses may face, especially in times of high demand, I must express my disappointment in the considerable delay experienced in receiving a reply to my initial inquiry. It is regrettable that my concerns were only acknowledged after involving the Better Business Bureau.
  In light of the inconvenience endured by the passengers, I kindly request that, in addition to the refund for the difference between economy and delight class fares, ticket credits be issued to each affected passenger as a gesture of goodwill and understanding. We believe this will serve as a fair compensation for the inconveniences experienced.
  I appreciate your consideration of this request and look forward to a prompt and favorable resolution.
  Sincerely,
  ***** Ghogomu
  

  

  Business Response

  Date: 04/11/2023

  Dear Ms. Ghogomu?
  
  Thank you for your response to my colleague's email. I hope you won't mind me responding in their absence.
  
  I'll add my apologies to that of my colleagues' before me for the experience you had. You should be able to expect better from us.

  Although I understand your frustration with our initial response, it wouldn't be an appropriate response to issue complimentary round trip tickets for all affected passengers in this instance. 
  

  As a gesture of goodwill, I've added ****** points to your account. I understand this won't undo the experience you had, but hope you're able to use this towards a great experience with us or one of our partners in future.
  
  I do hope you won't let this experience discourage you from travelling with us again.

  We look forward to welcoming you back onboard again soon.

  
  Kind regards,
  ***********************************?
  Customer Care 
  ********************************************* 
  www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00489356 is updated and we will get back to you as soon as we can.

• Initial Complaint

  Date:03/24/2023

  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 purchased a round trip from *** to ****** (Booking ref: DHIQLA) departing March 9 and returning March 18th. I requested a cancellation 2/3 days before my flight departed because my four year old son was sick with a high fever. As a mom, I was not comfortable with leaving my sick child. I requested a full refund and received an email that I would only receive a $200 refund. MY flight was nearly $1700. Why would I only receive a $200 dollar refund. I payed extra to have a flexible flight.

  

  Business Response

  Date: 03/25/2023

  Dear  **************,

  
  Thank you for contacting us, I do hope this finds you well.
  
  I am sorry to hear your child was unwell at the time of travel. As a mother myself I completely understand your reasoning for cancelling your travel.  I do hope he recovered quickly.
  
  However,looking into your ticket further, it shows that the ticket was non-refundable in the situation of cancelation or no show. I can see that on your booking that it was cancelled due to no-show. This is how you received the refund of taxes only as per our policies.
  
  I completely understand this was not what you were expecting, and this would have cause disappointment for you.  I do hope this gives you a better understanding of the reason for your refund amount. 
  
  I sincerely hope that we can welcome you onboard in the future for a better experience.
  
  ***************************
  Adviser - ************* & Claims
  *********************************************
  

  
  

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19850878
  
  I am rejecting this response because: I paid extra for a refundable ticket. 
  
  Sincerely,
  
  Myonoway *****

  

  Business Response

  Date: 03/25/2023

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

   

  Thank you for your further contact with Virgin Atlantic, I hope you are well.

   

  I am truly sorry to hear that your child was unwell and I can fully appreciate your reasons for not travelling due to your circumstances. I have had a look into the ticket you purchased and sadly, I can confirm it is a non refundable ticket. You did purchase an Economy Delight ticket which is a higher fare than an Economy Classic ticket due to the extra legroom, however, it is not refundable, I am sorry.

   

  I have attached proof of the non refundable ticket to this email, please feel free to provide this to your travel insurer if needed.

   

  Kind Regards,

   

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

  Customer Care

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19850878
  
  I am rejecting this response because: I paid an additional cost. The original ticket was 500 cheaper.  virgin Atlantic should have a covid policy. There is no way that losing my full amount is reasonable. My four-year-old was sick with covid. He was in the hospital sick. What airline wouldn't honor their ticket? 
  
  Sincerely,
  
  Myonoway *****

• Initial Complaint

  Date:03/20/2023

  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 flew with Virgin on Saturday of this week to bury my dad in our home country (from *** to MAN). I payed extra to check a bag - and I paid extra again because it was heavy (~$200 in total, in addition to the flight). My bag was not on my flight with me. The airline desk assured me it would be delivered the next day (Sunday). I am in a foreign country. I cannot call anyone. My husband has been calling from the states, and I have been emailing from ****** trying to retrieve my bag. I spent all of yesterday trying to track it down (it arrived Saturday night and has not moved since then). My whole life is in that bag - my clothes, feminine products, photos of me and my Dad that I want to display. Today I reached out to the courier to beg them to help me get my bag ASAP, and they told me that Virgin specifically requested this service - a service that would take 4 days to get my bag to me. I don't understand why any company would feel that is an acceptable way to treat its customers. I am attaching screenshots of today's conversation where the courier explains that virgin specifically requested this elongated service for me.

  

  Business Response

  Date: 03/21/2023

  Dear ***************,
  
  Thank you for your email, Im sorry for the delayed response.
  
  Im truly sorry to hear that your baggage was delayed and it took 4 days to get to you. I can understand your frustration and disappointment given that there were so many important items in your luggage. Please accept my sincere apologies for all the inconvenience caused.
  
  Please accept my apologies that your baggage was delayed, and our courier company gave you the incorrect information regarding our baggage.
  Whilst we always try to reunite customers with their baggage within 24hrs, there are times where baggage can be delayed depending where the customer is and whether we have to use other airlines to carry the baggage on our behalf.
  
  Please accept my sincere apologies for all the inconvenience caused.

  We look forward to welcoming you onboard one of our flights again in the future.

  ***********************************
  Customer Care

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19622648
  
  I am rejecting this response because:

  First, I want to thank you for your response.  You are the first person who has spoken to me with any humanity during what is arguably one of the hardest times of my life.  I appreciate what you are saying, and it's great that you 'try to reunite people with their baggage in 24 hours', but if you hop on ****** and read the reviews of *************** the (logistics? courier? - they contracted with another company to physically deliver the bag, so I am truly confused about their true role in the interaction) company that Virgin uses to handle missing luggage at **********, you will see that overwhelmingly the SHORTEST time people are waiting for their luggage is 4 days. 

  If Virgin really cares about their customers and wants to give them good service (and wants to actually get their bags to them within 24 hours), then you should definitely stop using **************.  This was not an issue of needing to get the bag to the airport (as you can see from the screenshot); they have had my bag in ********** since about 6 hours after I left the airport.  It has just been sitting with ************** until just last night/this morning (when they delivered it to "*********************"; my name is ******; they delivered it to me.  I have no idea where they got ***** from, but it seems to be just another example of their incompetence and shoddy work ethic).

  It is hard to marry the idea of Virgin caring about their customers when they choose to contract work out to companies that so clearly do not care about either making Virgin look good or taking care of Virgin's customers.  If Virgin truly wants to be perceived as caring for and about their customers, I would strongly suggest that you make a recommendation to switch courier/logistics companies.

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

  

  Business Response

  Date: 03/30/2023

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

  Thank you for your further email although Im sorry you remain disappointed.

  
  I can completely understand why you have been left feeling disappointed after the service you received from **************.

  
  We work closely with ************** and I can assure you that your comments will be fed back so that we can continue to make positive changes for the future. Its clear that there are improvements to be made and I really appreciate you letting us know what happened and providing your conversation as this will help us with our investigation.

  
  Once again, Im really sorry for any upset and further disappointment caused at this already stressful and sad time in your life. I really hope we will get the opportunity to welcome you back onboard in the future for a more enjoyable experience as it would be our pleasure. 

  Kind regards,

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

• Initial Complaint

  Date:03/17/2023

  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 cancelled 3 flights, within 24 hours of booking, so technically I should have received the taxes and fees back as a RISK FREE REFUND per Virgin Atlantic's policy. I booked using points plus paid credit card for my taxes and fees. It's been 13 days, and they told me the refunds still have not been approved, which is shocking. They still have not resolved it. I should have 3 refunds, for booking reference DUOQY7, DKIELR, DKW98F. The agent was not helpful, simply saying that they haven't been approved yet.

  

  Business Response

  Date: 03/22/2023

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

  
  Thank you for taking the time to contact us.
  

  I am sorry to hear that you are still waiting on your refund I have no doubt the inconvenience that this must have caused.  
  

  I have checked all your booking reference and I can see that your requests are with our refunds team.
  

  I have escalated this to them in which your refund should be with you within the next 7 working days.
  

  I am sorry for the delay please be assured that this has not gone unnoticed and has been passed to the relative department.
  

  Once again thank you for taking the time to contact us. I do hope that we have the chance to welcome you onboard in the future.   
  

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

  
  

• Initial Complaint

  Date:03/16/2023

  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 requested a cancellation and refund of both award tickets below on 01/13/2023. However, only the fee and tax were refunded. ***** Virgin points weren't. I filled the refund claim form 2nd time on 02/22/2023. There is still no response at all as of today. I filed a complain directly to Virgin Atlantic but received a general reply only. I want to receive my refund.(virgin club#: 1081464271)(Booking reference: DM4H42. Ticket#: ************* / *************)

  

  Business Response

  Date: 03/17/2023

  Dear ***********
  
  
  
  Thank you for your email regarding your refund.
  
  
  
  I was sorry to hear that you are still awaiting the points to be refunded from your cancelled booking under reference ?DM4H42. I don't underestimate how frustrating this must be for you, especially as your original request was made in January.
  
  
  
  I have now credited the ****** points back into your *********** account and your updated balance is ******* points.
  
  
  
  Once again, I'm sorry for any inconvenience caused. I hope we will get the opportunity to welcome you back onboard in the future. 
  
  
  
  Kind regards,
  
  *************************?
  Customer Care 
  ********************************************* 
  www.virginatlantic.com