ComplaintsforVirgin Atlantic Airways, Ltd.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I traveled on a Virgin Atlantic flight from ******* to ********** on June 16 but my bags did not arrive. Despite filing a baggage claim, and calling their customer service number, it is practically impossible to talk with anyone or to get assistance. They also claimed to contact me via text, whatsap or email but more than two weeks later, I've received boilerplate responses. Virgin Atlantic has very appalling customer support because almost two weeks later no one has contacted me with an update about my luggage. I had to purchase everything and although I'm back in the US, there's no way to reach them or get them to respond beyond the automated messages. Thanks.

  

  Business response

  07/01/2022

  Dear ***********
  
  Upon reviewing your Baggage Tracing file, I can see that our Baggage Tracing team have attempted to contact you via SMS on 21st June 2022 and 23rd June 2022 and are awaiting your response.
  
  I would like to assure you that they will continue to Trace your bag up to 21 days after your flight.
  
  Please respond to their contact and they will be able to assist you further.
  
  Kind Regards,

  
  *******************
  Customer Care 
  ******************************************************************** Ltd 
  The ********************************************************************************************************************************************

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My luggage was lost on a flight to ****** and then *****. We flew on 6/17/22 from ********* to *************** on Delta flight ****. Then from *************** to ***** on delta flight ****. The first flight was Virgin Atlantic ****. The second Air France ****. We filed a declaration with Air France in ***** when our luggage didnt arrive. Then we filed one at a global luggage list site with Virgin Atlantic. The luggage was lost in ******** and remains there. There was a big problem with ******** losing many bags that day 6/18/22. We have spent countless hours trying to contact Virgin Atlantic and Air France. The Air France customer service is terrible. They hang up. Virgin Atlantic is not great. We have waited over an hour 4 times to speak to someone who tells us nothing they can do. Wait for response from our declaration. Our bags had flight tags, personal tags with names, address and phone. And both have our initials engraved on the bags. We have itemized intents to the declarations. I believe VA should have a Liaison to assist. We know the bags are in ********. That is their home airport. The apathy and lack of accountability to communicate and assist customers is astounding. Hope the BBB can assist. I would like assistance from VA to find and reunite me with our bags. The declaration number is CDGAF70082. Or from Air France. I have sent complaints on both. Thank you. *****************. PS. Happy to send images and more detail on tags, bags and declaration with itemizationnif helpful.

  

  Business response

  06/27/2022

  Thank you for your email regarding your lost luggage.

   

  I am truly sorry to hear about your experience. These unprecedented baggage issues have been caused by factors completely outside of our control,with system failures at Terminal 2 & 3 and other terminals reaching capacity too, all of this has an impact on the shared ******** baggage facilities. Were truly sorry for the inconvenience and frustration caused.

   

  With regards to your delayed luggage, I can see that a file has been set up with Air France under the reference CDGAF70082. There is an agreement between all airlines that the final carrier, deals with any delayed luggage or any claims that a passenger may have and we therefore must refer you back to AirFrance for any information regarding your delayed luggage.

   

  I understand that this will not be the response you were hoping for regarding your luggage and for that I would like to apologise. However,AirFrance will be more than happy to assist you with reuniting you with your luggage and they themselves have many contacts for our staff at the airports, should they need to reach out to us.

   

  Kind regards,

   

  Chloe

  Virgin Atlantic Customer Care

  
  

  Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My issue started in March when I went to visit family in *******, my flight back home to ***************** was booked through Virgin Atlantic on 03/18/2022 *******, *********, ********** (EPQTM8). I was denied entry into the plane due to my Covid test "not being observed by a professional". Nowhere in the virgin website does it state that at home tests are invalid. The way I had gotten into ******* was a photo of my fit to fly test and my ID next to it, with the time of the picture there to prove it was the day before. It worked last time I visited ******* and it was valid on my flight from ********** to *******, but suddenly it isn't valid from ******* to **********. Nowhere in the Covid policy for the airline, or even the *** says anything about that being invalid. A staff member advised I take a Covid test on the 18th of March as she said she would help me sort out my flight as soon as I got a new valid test, which she didn't end up helping me afterwords (after I was denied entry for my 6 am flight). The new flight I had to purchase was through Aer Lingus, as I had to get home by March 20th as I had important medication at home I had to take and the airline said I couldn't do anything about it until 72 hours after my flight had landed in ********** (the final destination from my flight on the 18th). Virgin Atlantic had no other flights available for me and every one of their staff members refused to help me. The ticket I was forced to purchase was from a different airline, which is why Im having to contact different places in order to get my money back. The new ticket costed me $1047.08 and the extra Covid tests I had to take was $53.39 at the airport as was advised from a staff member representative of Virgin, and $40 from Boots for my actual test once I booked a new flight with Aer Lingus. I already contacted the department of transportation and the time frame they gave the business is over (end of May). I havent gotten a reply from either since then.

  

  Business response

  07/01/2022

  Dear Cody ********************** color="#******" face="Times ***************************** style="margin: 0cm; line-height: normal;">
  I am sorry to learn of your overall experience on this occasion. I do not underestimate how stressful this must have been.
  
  Whilst I appreciate and understand your concerns, as these flights were booked through a travel agency, I would need to advise you to speak with them directly on this matter.

  
  If your travel agency requires any further assistance, they will be able to reach out to our fabulous sales support team, who are a designated team we have to assist travel agency queries and requests.
  
  

  Please accept my apologies for not being able to assist directly on this occasion. I am sorry for all the inconvenience,stress and upset caused.

   

   

  ***************************?
  Customer Care 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  
  http://www.virginatlantic.com
  

  Customer response

  07/05/2022

   
  Complaint: 17468036
  
  I am rejecting this response because:
  This is mainly due to the fault of your employee not understanding your companies Covid policy at the time of the incident. I have contacted Expedia to reach out to you guys and I still have gotten no legitimate response. If you think its their fault, you guys reach out and handle it because in my eyes it is definitely your employees fault, therefore the financial compensation should come from you guys.
  
  Sincerely,
  
  Cody Chance

  

  Business response

  07/06/2022

  Dear Mr Chance?
  
  I am sorry you are unhappy with our response.
  
  I do understand the ***** test was accepted on your travel to *******, however, the ** does have different entry requirements to those in ******.
  
  It remains a dynamic time for international travel, so its important that passengers keep up to date with the requirements they need to comply with for the destination youre travelling to and from.
  
  We provide travel information on our website for each Virgin Atlantic destination, however, as you were booked through a ************* it is their responsibility to ensure they communicate the most recent requirements to travel.
  
  We support our passengers with this information, though its solely the travellers responsibility to ensure they have the right Covid19 documents to travel. Our team will try their best to assist at the airport, but this may not always be possible due to timing and we must ensure our flights operates on time.
  
  While I do appreciate your request for reimbursement of the new flight purchased, as you were booked through a ************* and the flights were not operated by Virgin Atlantic, this is not something we are able to offer. We would recommend reaching out to your **************** or ************* to see if this is something they can reimburse for you.
  
  I am sorry I could not give you a more desirable outcome, we hope we will be able to welcome you onboard for a much more enjoyable experience in the future.

  
  ***********************
  Customer Care 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

  Customer response

  07/07/2022

   
  Complaint: 17468036
  
  I am rejecting this response because:
  Upon chatting with a legal advisor, I have been told to give one final notice to potentially get this resolved without having to go to small claims. The Virgin Atlantic website, under the entry into ************* section, says to check the *** for requirements. At the time of my flight, the *** had not specified on their website that at home tests were invalid, and if your company is adhering to a stricter claim than the ***, it should clarify that in the Covid Travel Restrictions section of your website, which it does not [https://help.virginatlantic.com/ng/en/travel-advice/***.html]. Therefore, if I cannot receive some kind of compensation through these channels then we will be forced to take it to small claims.
  
  Sincerely,
  
  Cody Chance

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************************* ********************** ************ Change of flight costs.My parents purchased return air tickets from ****** to ******* via the online travel company, ebookers. 12/2 through 12/8. Virgin flights operated by *****. On December 4th, ** government changed the travel laws on covid testing, so my parents had to cut the trip short so not to run the risk of 10 day quarantine in *******. ebookers told us on Sunday 5th December that flight changes needed to be done with the airline only. I spent over 1 hour trying to change the tickets online, on the ***** airlines website and over 1 hour on hold over the phone. The ***** website would not complete the change of flight process, even though I have three pending charges of ****** pounds on my bank statement. We decided to visit ************ airport to change the flights. 2 hours at the ***** airlines desk at ************ airport including 2 hours on the phone with Virgin airlines, for the simple task of changing flight tickets for my parents. Neither Virgin Atlantic or ***** wanted to take the responsibility for changing my parent's flights. Due to time limitation on getting back to ******, because of the new travel law change, I had no alternative but to purchase new flights to ******, at the cost of $1448.70 per person. Even though the ***** website was stating ****** pounds for both tickets. ebookers stated they were only the 3rd party agents and that we should take the problem up with the airline as they had control over the ticketing. The new flights booked were under ticket numbers *************** 5 & 0 ************* 4. I have no problem paying the original change of flight cost but I should not have to pay the cost of purchasing new flights due to either flight company not taking responsibility and passing it onto the other airline, even though they are partnered together. This is something that the ***** desk at ************ should have been able to facilitate. On 12/8/2I spent a further 3 hours on th

  

  Business response

  06/23/2022

  Dear Mr. ******,
  

  Thank you for taking the time to write to us. I hope this email finds you well.
  
  Im sorry to learn that youve tried unsuccessfully to have your case reviewed. I dont underestimate how this process has been time-consuming and frustrating.
  

  I understand that you booked your ticket through a Travel Agent ebookers. In this case, they are the responsible party for refunding, amending, or rebooking any ticket fares. It is the sole responsibility of the travel agency, to assist their customers as the booking is through them. When booking through a travel agent, you have purchased the ticket and accept their terms and conditions that can be vastly different from airlines.
  

  Additionally, the tickets purchased were ***** tickets. Our tickets start with the number 932. If you reach out ***** Customer Commitment team at https://www.delta.com/us/en/legal/customer-commitment,they will be able to assist you.
  
  I recommend contacting your travel agent and ***** Airlines so they can support you.
  

  Apologies if we are unable on this occasion to support you any further.
  
  We wish you all the best. Thank you for choosing Virgin Atlantic to fly.
  
  Kind regards,
  
  *********************************?
  Customer Care 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  

  
  

  Customer response

  06/23/2022

   
  Complaint: 17463852
  
  I am rejecting this response because:

  The booking agency said that they are not responsible, and that it is only the airline that can change flights. Virgin are not located at the ******************** and Delta are their flight operator. That is what it is a Delta flight numbers. Delta have already washed their hand of this issue and directed me to Virgin for a resolve. 
  
  Sincerely,
  
  *************************

  

  Business response

  06/24/2022

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

   

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

  I am very sorry that you are unhappy with our response as I can appreciate this must be very frustrating and upsetting.

  After reviewing your case, I am afraid that what my colleague has previously said, is correct.

  While your tickets were ticketed under Virgin Atlantic ticket stock, your chosen flights were not operated and the booking was not made directly with us which can make it difficult for us to assist. I want to assure you that it is not that we do not want to help as we will always assist when possible. When the flight disruption occurred, your ticket should have been rebooked by your booking agent as they have full control of your booking including amendments, payments and refunds. 

  I acknowledge you have not received a desired outcome, however, this is not something Virgin Atlantic would be able to resolve as we do not have control over the tickets you purchased, I am truly sorry.

  As I said previously, the direct booking agent should have assisted with the disruption and they are aware of their responsibilities to do this when working with Virgin Atlantic and Delta. I would also recommend reaching out to your travel insurer to see if there may be anything they can help with.

   

  Kindest regards,

  Francesca

  Customer Care

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2 tickets from Virgin Atlantic for a flight leaving July 29th 2022 from *********** to ********* at 740pm. As a rural physician it takes me 2 hours to drive to the airport and about 60 minutes to check in and pass through security.Virgin Atlantic changed the time of our flight from 740 pm to 720 pm. Now I can not make it in time to get through check in process. I called and asked if they can change it to later in the day or following day and they said No. Since I booked it through Expedia it is Expedia's problem. I called Expedia and they told me to call Virgin Atlantic.Now I am in this kafkaesque hole between Expedia and Virgin Atlantic. On top of that this are misadvising on their page that they will help you if they change the flight time. Very disappointed.

  

  Business response

  06/14/2022

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

   

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

  
  I am truly sorry to learn about this disruption to your trip caused by a schedule change. I understand the impact it had on your journey.
  
  After reviewing your booking, I can see that the schedule change is on a flight operated by our partner ***** Airlines. Although the booking was made through Virgin Atlantic, we have no control over ***** schedule changes.
  
  I completely understand how upsetting this experience must have been and I wish I could assist you further but, as the booking was made by a travel agent, we are very limited in what we can do as we have absolutely no control over your ticket.
  
  I kindly ask you to revert back to them. It is the sole responsibility of the travel agent to assist their customers directly.
  
  
  
  Once again, I am so sorry for this inconvenience. Wishing you a safe and enjoyable trip. 

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May ********* flew out of ********** ********** on ***** Airlines with my small son on May 26th to ******* and then from ******* to *************** on Virgin Atlantic. Originally we were supposed to fly to ***********, however, as our plane broke down on the runaway in **********, we were rebooked on the flight to *******. When we arrived to **************** on May 27th, I noticed that both of our luggages were missing. I reported it at the baggage claim and received a confirmation LHRVS15784. As I mentioned, 2 luggages went missing, DL482999 and DL489591. When we arrived at *******, Virgin Atlantic gave us 2 luggage tags VS897600 and VS897599 and claimed they put those tags on our luggages. We were waiting for days to hear about about luggages, however, as nobody was getting back to us, I called Virgin Atlantic. The customer service lady informed me that our luggages were in ****** and we should hear from the company soon. Since then, I have been getting automated messages every single day from Virgin Atlantic saying how sorry they are about this inconvenience and will reach out to me soon. It still DID NOT happen. On the way back to the **, I complained to a Virgin Atlantic Supervisor at **************** and she sent out an email to *******. When I arrived at ******* again, I spoke to another Supervisor and it was confirmed that for whatever reason our luggages are in ****** with American Airlines. We never flew to ****** and we didnt fly with American Airlines. I was told at **************** and by ***** Airlines that by law, it is the LAST airline companys responsibility to deliver the luggages back to us. I called Virgin Atlantic several times, I emailed to them several times, yet there is not 1 single person who would be willing to call me back. Im just running in circles.I very specifically said that what needs to happen is, Virgin Atlantic HAS to get in touch with American Airlines at ****** Airport and get those 2 bags back to us asap!

  

  Business response

  06/13/2022

  Dear ***************?
  
  I am so sorry for the issues you have had with your luggage, I can understand how frustrating that must be for you.
  
  I did reach out to our baggage team to investigate further. Unfortunately, it isn't clear why the bags ended ** in ****** and where the issue lies. We have located both bags and can confirm they are both with American Airlines at their Headquarters in *****.
  
  We are working hard with American Airlines to get those bags returned to you as soon as possible but unfortunately, can't advise a timeframe.
  
  Our baggage team are keeping in constant contact with you, I can assure you that the responses you are receiving are not automated and you are hearing from our team directly.
  
  We do apologise for any inconvenience caused by the delay, our baggage team will keep you updated directly when we have more information from American Airlines.
  
  We appreciate your patience.
  
  Kind Regards
  ***********************
  Customer Care 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  

  Customer response

  06/15/2022

   
  Complaint: 17417018
  
  I am rejecting this response because:

  I have enough of all the lies you are sending me. Nobody from your company is in constant contact with me. While I appreciate you sending me an email, I have many emails to prove that all prior emails were automated. 
  Moving forward, I called American Airlines and they are happy to send our luggages back in a minute they get your email request. It should not be that hard to send those luggages from ****** to **********, its not like we live on the opposite side of the planet. I just did a search and turns out that American Airlines has 3 NONSTOP FLIGHTS tomorrow from ****** to **********, Im sure it could be arranged if you really wanted to.

  I am ready to take this matter further if I dont get my luggages soon.

  Also, what is your companys protocol on getting reimbursed for not getting our luggages to us on time and all other costs associated?

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

  

  Business response

  06/16/2022

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

   

  Thank you for your email, please accept my apologies in the delay of our response, I am sorry to see that your luggage was delayed on your way back to the US and for the inconvenience this caused. The handling of customer luggage is a top priority, so your particular experience is an unusual one. 

   

  We do our best to ensure your luggage reach their final destination on time and with you. However, with both manual and automated processes in place, things can occasionally go wrong. I'm sorry that this was the case for you.

   

  I hope that you have since been reunited with your luggage with Skywests help.With Skywest being your final carrier, it's been agreed by all airlines that the final carrier will assume responsibility for all baggage claims.

   

  If you have any further queries or claims, I respectfully suggest that you contact Skywest in order to pursue your claim with them directly.

   

  Once again, I'm really sorry about what happened, I hope we can look forward to welcoming you onboard again soon.

   

  Kind Regards

  ***************************?
  Customer Care 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

  Customer response

  06/16/2022

   
  Complaint: 17417018
  
  I am rejecting this response because:

  Virgin Atlantic is absolutely ignorant and cannot get their job done.

  PLEASE READ MY PREVIOUS EMAILS CAREFULLY BEFORE YOU RESPOND BECAUSE YOU HAVE ABSOLUTELY NO IDEA WHAT YOU ARE TALKING ABOUT. Our 2 luggages with tag numbers DL482999 and DL489591 were misplaced on the way to Europe 3 WEEKS AGO and despite Virgin Atlantic knowing that our luggages are in ****** with American Airlines, we still havent got them back. As per the law, Virgin Atlantic HAS TO DELIVER our luggages to us as Virgin Atlantic was the last carrier (from ******* to ***************).

  As I mentioned yesterday, I did a research and I can see that there are at least 3 NONSTOP flights from ****** to ********** ********** every day, so my question is, WHY ARE YOU NOT WILLING TO SEND OUR LUGGAGES BACK????????? I spoke to American Airlines and they are waiting for your email to request those luggages. How many more emails do I need to send??????

  I also sent an email and updated my delivery addresses. Of course, again, nobody got back to me. 
  So please stop saying how much you care and understand. Your job is to send an email to American Airlines and request that our luggages are sent back to us asap.

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

  

  Business response

  06/28/2022

  Thank you for reaching out and please accept my apologies for the delay in getting back to you.

  The bags have now been reunited with the customer and we contacted them on the 16th of June.

   All resolved.

  Thank you and take care.

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

  Customer Care and Baggage Claims for *********************************************.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My confirmation number is DPTQG. I flew on June 9 from ******** with a stopover in *** for an hour and a half,And then went on to ***. In ******** when I checked in three pieces of luggage the lady at the ticket counter only gave me two tags, And my third piece of luggage I do not have a tag for. I dont know if she didnt take it at all which is a tremendous negligence or she tagged about just didnt give me the tagWhich is also Negligent.When I got to *** two of my pieces of luggage were missing. One was a duffel bag and the other one was the suitcase I did not have a tag for it because The airlinedidnt give it to me *** they were able to track down my duffel bag which was still in ******, however the other suitcase but I had no tech for they could not track. They gave me only a case number for the duffel bag which there was a tag for. We sent them this message and described the suitcase to them and told them that there are two missing wheels, but we dont get answers from them they only told to get in touch through WhatsApp. Tonight the delivery company told us that they have the duffel bag. Ive tried to reach out to the airline but I get no answer Besides the financial issue with the suitcase they are very sentimental items in that suitcase

  

  Business response

  06/29/2022

  Thank you for getting in touch and please accept my apologies for the delay in our response.

  Having reviewed the complaint, I'm sorry to say that we have received no correspondence from the customer and the booking reference number provided isn't one of ours, it's soo short.

  If the complaint is indeed against Virgin Atlantic, ************* will need to send all of the details to ********************************************* - we will then be more than happy to assist further.

  Thanks

  Customer response

  06/29/2022

   
  Complaint: 17415955
  
  I am rejecting this response because: I actually did communicate with you through the WhatsApp number that was given to me in the airport and what the WhatsApp number that says on your website for lost luggage the number of communication from a ************. You sent back one reply that you are busy with the mess up of luggage in *** which happeneafteryou lost my luggage and I haven't heard from you since I also had emailed you previously also

  I just sent you a email from ****************

  The reservation number is DPTPQG

  The bag number is 8932267283.

  I cannot give a positive response to you until I actually get back to suitcase. I've already communicated with you and I sent you another email now after I read your message from BBB

  If you would like to communicate with me you can call me at ************
  
  Sincerely,
  
  *********************

  

  Business response

  06/30/2022

  Dear Ms. *****?
  
  Thank you for your email, please accept my apologies for the delay in our response, I am sorry to see that your luggage was delayed and for the inconvenience this caused. The handling of customer luggage is a top priority, so your particular experience is an unusual one. 
   
  We do our best to ensure your luggage reach their final destination on time and with you. However, with both manual and automated processes in place, things can occasionally go wrong. I'm sorry that this was the case for you.
  
  I am pleased to see confirmation that you received your bag on 15th June. I can certainly look into reimbursing you costs for buying clothing and essential items, which you incurred as a result of your luggage being delayed, however we do require receipts of your purchases.
  
  If you could please reply back to this email with receipts attached and the amount you are claiming for, we can assess your claim in full, I look forward to your reply.
   
  Once again I'm really sorry about what happened, I promise you it's not something we make a habit of. I hope it won't put you off flying with us the next time you travel.
  
  
  
  Kind regards,
  
  *******************?
  Baggage Claims
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00422811 is updated and we will get back to you as soon as we can.

  Customer response

  06/30/2022

   
  Complaint: 17415955
  
  I am rejecting this response because: the airline lost two pieces of luggage. One was found and they sent it to me around June 15th they did say they would pay for reimbursement for clothing do we have to buy. However I made quite clear to them that there was a second package and there was a second tag which I sent to them please look at the attachment the email that they are referring to in the answer to be BBB and you can see my response over there. I responded to them today that this was only the first piece of luggage that they brought to me the second one they didn. There is a picture which I made as a separate attachment to chose baggage tag number that I am missing
  
  Sincerely,
  
  *********************

  

  Business response

  07/16/2022

  Thank you for getting in touch.

  I'm sorry to learn that you are still without one of your bags On checking, I can see that a report for one missing bag was made and that the other arrived in to the reclaim hall with your flight and was then held in the ************ as non-collected.

  Kind regards,
  
  Customer Care 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

  
  

  Customer response

  07/19/2022

   
  Complaint: 17415955
  
  I am rejecting this response because: we went to Delta as virgin told us to go. We gave them the tag number and they still can't find it. Also the First suitcase that was limit on gift of the flight because it was stuck in **************** in *******. virgin said they would repay us for any lost or any products we have to buy due to the fact that we do not have the suitcase for a week they asked me to send receipts but they never gave me any information with you send it to 
  
  Sincerely,
  
  *********************

  

  Business response

  07/28/2022

  Dear Ms. *****?
  
  Thank you for your further response.
  
  As previously advised, we can absolutely look into reimbursing essential items from your lost bag that was reported to us. Please just send us any receipts for review.
  
  Unfortunately, the second bag was not reported to us and appears to have arrived on the flight and was left at the airport. Therefore, we would not be able to consider reimbursement for this.
  
  I do appreciate that due to your experience, you have requested compensation. Unfortunately, we do not offer compensation for delayed luggage.
  
  Please send us receipts for the reported delayed bag and we will be more than happy to assist you further.
  
  
  
  Kind regards,
  
  Baggage Claims
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00422811 is updated and we will get back to you as soon as we can.

  Customer response

  07/28/2022

   
  Complaint: 17415955
  
  I am rejecting this response because when I see it I will believe it they told me before already about compensation but they never told me what to do. If they compensate me of course I will accept
  
  Sincerely,
  
  *********************

  

  Business response

  07/29/2022

  Thank you for taking the time to respond. I hope you're keeping safe and well. 
  
  We can compensate by looking at reimbursing you for any cost for essential items from your lost bag. Please could you reply with itemised receipts and we will be happy to review these. 
  
  Kind regards,
  
  Customer Care 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  

  Customer response

  07/29/2022

   
  Complaint: 17415955
  
  I am rejecting this response because:

  I appreciate the business willing to compensate me. But I still have to get all my receipts together and see if they will reimburse me then I can accept resolution so when this is all resolved then I will accept
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally booked a flight on Virgin Atlantic for travel on August 31, 2020 (booking reference: FA7KZ6) which had to be cancelled due to Covid. Virgin Atlantic subsequently made vouchers available to passengers like me who were forced to cancel which we were told could be used to easily re-book the flight. Fast forward to today where I actually attempted to re-book the flight, 3 months in advance (for mid-September). After spending far, far too much time attempting to contact their customer service, I was told that because I used partial flying club points on my original booking that there are only 3 days in September that the voucher was valid, none of which worked schedule wise with my travel dates even with me being slightly flexible. Note that this has nothing to do with ticket availability - I can currently book almost any class of ticket on any given day at full fare. This problem appears to be entirely due to Virgin Atlantic restricting availability of seats to re-booked passengers that had used points. When I asked the customer service rep about how many seats were made available on each flight for re-booked points passengers, I did not receive a response. When I asked her to simply return the flying club points to my flying club account, she said she could not. Simply put, allowing passengers to re-book due to an Act of God (Covid) but providing almost zero opportunity to do so is borderline fraudulent. I simply want my points returned to my flying club account or, preferably, a refund for the original booking amount considering it seems almost impossible to re-book using Virgin's voucher system.

  

  Business response

  06/11/2022

  Dear Sir/Madam,
  
  Thank you for your email, Im sorry for the delayed response.
  
  Im sorry to hear your flight was cancelled due to COVID and youre unable to make a booking using your travel voucher.
  When your flight was cancelled, you had the option to rebook free of charge or convert your original ticket into Travel Voucher. This Travel Voucher offers the flexibility to rebook and travel at a later date, up to and including 30th December 2023. You would have also agreed to the terms and conditions of the Travel voucher at the time.
  Unfortunately, only a certain number of reward seats are allocated per flight by revenue management to be booked using travel vouchers. The flights are closely monitored by our revenue management and sometimes more seats are released subject to load factors and availability. We always try to help where we can, as **************** and commitment to our customers have always been the driving force behind our brand.
  
  Im sorry you feel that weve let you down, but we are happy to give you a call and have a look at dates for you as our reservation system allows one to book up to 11 months in advance.
  
  Once again, please accept my sincere apologies for all the inconvenience caused.

  Kind regards,

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

   

  Customer response

  06/11/2022

   
  Complaint: 17411034
  
  I am rejecting this response because:

  Thank you *******,

  Not sure why I expected more than your form response, but I'd appreciate someone from VA actually attempting to help me on a human level. You write, "When your flight was cancelled, you had the option to rebook free of charge or convert your original ticket into Travel Voucher." As you know, no one could 'rebook free of charge' with Covid running rampant. International travel was an impossibility with no end in sight for Covid, so travel vouchers were largely a forced choice.

  You also write, "This Travel Voucher offers the flexibility to rebook and travel at a later date." It actually offers no flexibility as evidenced by the fact that, with 3 months advance notice, your customer service team only provided 3 days in September that I could fly, only one of which was in the fare class in which I had originally booked and none of which were near my needed travel dates.

  Finally, you write, "You would have also agreed to the terms and conditions of the Travel voucher at the time." Again, you state this as if it was a choice. Customers like me are increasingly forced to oblige to increasingly onerous terms and, sadly, it's become the norm for companies to hide behind an avalanche of T's and C's as cover for unethical business practices. 

  As you clearly explain, VA is restricting access to seats. Greatly restricting access. This is a topic worth looking into more deeply on its own, but If it's actually true, as you write, that ***************** and commitment to our customers have always been the driving force behind our brand," than please have your customer service commit itself to helping me - a customer that has been brand loyal for many years - that has given you my time, money, and earned points.

  A logical resolution? Please have your customer service team contact me directly to book my wife and I in premium class on the 12:45PM flight from ******** to *** on Tuesday, September 13th, 2022. Credit both the 687 (and change) plus the flying club points I expended in exchange for my original booking toward the new fare. If there are overages after credits are factored in, I would be more than happy to pay them. I can't see how this should or would be a problem for VA, considering there remains ample ticket inventory available on the above date, and you already have both my money and points in hand. 

  Again, it's disappointing to have a real issue dismissed via what is largely a form response, especially when the response touts customer service as a driving force behind the brand. I appreciate your quickly reply, but would far more appreciate a thoughtful one that helps me resolve the issue VA has created through it's exaggerated restriction of flight availability for passengers like myself attempting to rebook due to forced Covid cancellations.

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

  

  Business response

  06/16/2022

  Dear ***************,
  
  Thank you for your email, please accept my apologies for the delayed response.
  
  Im sorry to hear that you thought my response to you was a uniform one, I can assure you it wasnt.
  All responses to our customers are addressed individually on a case by case basis.
  
  Id be happy to help you by getting one of our customer service agents to call you to discuss reward availability and look for a suitable date to book your holiday using your travel vouchers. However, I wont be able to guarantee that we will be able to book you on the exact dates that youre hoping for as all reward flights are subject to availability.

  
  Im sure you can appreciate though that due to the pandemic and the volume of customers that opted for travel vouchers, the demand remains high which is why the vouchers are valid until 31st December 2023 to allow adequate time to plan ahead.

  
  I would also love to try and make it up to you by crediting your flying club account with ****** Virgin *********** points to use towards future flights or upgrades as a gesture of goodwill. Please send me your membership number and I'll be happy to credit your account for you.

  
  Please accept my sincere apologies that its not the response that you were hoping for, but its important to us that we remain fair and consistent to all our customers.

  Kind *************************************************************** ************* & Claims
  *********************************************

  
  

  Customer response

  06/17/2022

  Hi *******,
  
  I appreciate the continued dialogue.
  
  Thank you yes, if you could have a VA customer service rep ******* me directly regarding rebooking, it would be a big help. Your rebooking chatbot has proven time-intensive and unreliable so this will definitely help ease the burden on my end. Please appeal to them to show greater flexibility I understand that hands may be tied due to heightened restrictions from revenue management but there has to be a way to wiggle beyond three dates, three months out.
  
  The additional flying club points are appreciated, as my guess is that, due to inventory restrictions, we may be forced to book a costly/unnecessary trip in 2023 just to avoid losing our money and points. My flying club number is **********. Regarding customer service & rebooking - Im assuming you can pull my ******* info (email, etc) from the flying club number? If not, please let me know.
  
  Thanks again for working through this with me.
  
  Best,
  
  *******

  BBB: With direct outreach from a VA customer service rep to help facilitate rebooking and the additional flying club points to buffer cost and inconvenience, I would consider this complaint (#********) resolved.

  

  Business response

  06/17/2022

  Thank you for reaching out to us. I hope you are doing well.
  
  Unfortunately,I missed you today when I tried to call you. I hope you wont mind me emailing you.
  
  I am truly sorry to hear about all the issues youve been facing in order to use your voucher. I understand how frustrating and upsetting it must have been.
  
  Ive cancelled the vouchers and raised a request for your points to be reinstated to your *********** account as a gesture of goodwill for this inconvenience.Kindly allow a few days for the points to be reinstated and your balance to be updated.
  
  Once again, please accept our sincere apologies. I do hope in time we have the pleasure of welcoming you onboard with us again. 

  Customer response

  06/17/2022

   
  Complaint: 17411034
  
  I am rejecting this response because:

  Hi VA - this response seems to be at odds with ********* recommended path ahead, which I found an acceptable resolution (having a customer service representative contact me in an attempt to help me rebook and providing an additional ****** flying club points in compensation for the ongoing inconvenience). I also received your response via email which I replied to directly as well. 

  The gist of my e-mailed reply was this: "reinstating the flying club points I expended on the original booking might a suitable solution, but I would want to make sure of two things. First, that the additional ****** points ******* promised will be added to the reinstated points. Second, there would still be a matter of the 687 (and change) I spent on the original booking (the original booking was paid with both cash and points). Would this be refunded? Please let me know if you would like to discuss further, I should be available via phone for the next several days."

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

  

  Business response

  06/29/2022

  Dear Mr. ******,
  
  Thank you very much for your latest contact. I hope this email finds you well.
  
  Please accept my apologies if your case took longer than expected to be resolved.
  
  I was disheartened to read about your disappointment and discontent with us here at Virgin Atlantic. Im sorry if you made you feel that way.
  
  I had a look into your case, and your Points have already been returned to your account. Plus, the ****** Virgin Points offered by ******** are also in your account. I have attached your statement so you can confirm this information.
  
  Regarding the monetary amount, we have returned ****** to your account. Please, see attached the receipt for this transaction.
  

  Im so sorry if, on this occasion, we failed to deliver an excellent experience and we couldn't confirm the flights you were looking at. You will be happy to know that from today, there will be a minimum of 12 reward seats available on every Virgin Atlantic flight. I hope this helps to find your flights, and we can take you onboard on your next adventure.
  
  Thank you for flying with Virgin Atlantic. We look forward to welcoming you onboard.
  
  Kind regards,
  
  *********************************?
  Customer Care 
  
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

  
  

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mult-city multi-leg flight from Virgin Airways. I received a notice that only the last leg from ** to *********** was cancelled by the airline. I requested that they give me another flight but none are available. This is the airlines responsibility. I requested that they issue a credit back for the last leg since it was cancelled by the airline.I was forced to purchase a ticket to replace the cancelled leg with another airline which cost $266.80. I demand a refund for that amount.

  

  Business response

  06/02/2022

  Dear Mr. ****?
  
  Thank you for taking the time to contact us here at Virgin Atlantic customer care through ********************** regarding your recent flight change.
  
  I am so sorry to hear that you have been affected by a flight cancellation with ***** Airlines, I know how disappointing it must be for you, especially as we are unable to rebook you onto another flight with them.
  
  Here at Virgin Atlantic, we care a great deal about our customers and the experience that they have with us. We want our customers to love flying with us, so to hear you've been left feeling let down is disheartening.
   
  I would like to assure you that we do work tirelessly to adhere to the schedules we release 11 months in advance. However, sometimes for operational reasons, we may have to change or cancel flights. This is why we advise the flight times published at the time of booking aren't guaranteed.
   
  We know schedule changes can impact our customers travel plans, nevertheless. Therefore, to help minimise any inconvenience, well notify customers of any changes at least 14 days before travel, either by email or SMS or via their travel agent. 
  
  I realise that the changes have impacted your plans, and this may have incurred you some added costs and losses. However, while I appreciate your compelling reasons for asking for us to reimburse you, this would be classed as a consequential loss. This would only be our responsibility if we had cancelled your flight within seven days to departure.
   
  On this occasion we would refer you to your private travel insurers as you'll often find their liability far exceeds that of an airline. Well be happy to provide any documentation needed to support this claim.
  You can also claim a refund for this particular sector with your travel agency, should they need any assistance from us they can contact the dedicated travel agency line, our sales support team directly who would be more than happy to assist them.
  
  Once again, please accept my sincere apologies and we very much look forward to welcoming you onboard.
   
  Kind regards,
   *******************?
  Customer Care 
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00416612 is updated and we will get back to you as soon as we can.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently contacted Virgin Atlantic Airways by telephone on several occasions, including on 5/28, 5/29, and 5/31/22. All representatives state that they will not rebook a recently cancelled flight on *** that was obtained through award points via Virgin's *********** program, despite the ticket being canceled by the airline through no action or fault of my own. In particular, Virgin Atlantic agents are refusing to book a new seat on a codeshare flight with *** unless award availability shows up. Representatives state they have no option but to refund the miles paid or search for alternative days and will not accommodate me on the same departure date, but there is clearly availability for cash or revenue bookings on my previously confirmed *** flight. I have reviewed and referenced the Virgin Atlantic Conditions of Carriage with the phone representatives and was told there are no protections for my flight in this case, as it is with a partner airline on an award booking. According to Virgin Atlantic's Conditions of Carriage Edition 49 issued on 5/24/2022, I should have the option to rebook on an available flight. I see no exception for "award availability" or any reference to it in general. As I'm planning to travel soon, a prompt response would be very much appreciated. I have contacted the ************************ in the ** and the *** with a similar message for further guidance.

  

  Business response

  06/01/2022

  Dear *****************
  
  I am sorry to hear your flight was cancelled and you are not happy with what the **************** team advised.
  
  Unfortunately, the process that you were advised by my colleagues is correct. In order for us to rebook you onto the *** flight, there would need there to be reward availability. As there is not any and you aren't willing to accept the refund of the points and taxes, you would need to reach out to *** and have them add the flight into the booking, and then we can complete the process.
  
  As the flight is not operated by us and we can not release Reward Availability on behalf of another Airline, there isn't any more we can do without them adding the flight into the booking on your behalf.
  
  As soon as you are able to have *** add the flight into the booking, please reach back out and we can complete the process for you.
  
  ***********************?
  Customer Care 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

  Customer response

  06/02/2022

  
  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. 
  
  
  I have contacted *** numerous times, as suggested by the representative from Virgin, being informed that the ticket belongs to Virgin and *** cant make changes. 
  
  
  I have also filed a complaint with the *********************************. Im not upset or angry at this point. I understand Virgin Atlantics position and how it is mired in bureaucratic necessities and, likely, fiscal conservation. 
  
  
  But I am curious about the absence of award ticket exemption in the Conditions of Carriage provided by Virgin. Barring any specific mention of award tickets, such fares seem to fall under Section 20 and/or 21 of the ticket conditions. After a flight cancellation the consumer, supposedly, is offered three choices, including rebooking. If a revenue ticket exists, and the airline has cancelled, it seems the consumer shouldnt be burdened with worrying about award availability any longer. 
  
  
  There was a confirmed ticket and it seems the airline needs to do what it takes to figure out how to transport the passenger between their originally booked locations. I understand it is challenging, but clearly not impossible, as it happens every day at airports across the **** People have cancelled flights and airlines work together to get passengers to their intended destination.
  
  
  I have appreciated some of the Virgin representatives willingness to help. Most stonewalled, but all were polite. 
  
  Sincerely, 
  
  *****************************
  
  
  

*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. ↩