ComplaintsforVirgin Atlantic Airways, Ltd.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bid for an upgrade on a flight scheduled for 02/19/2022. I was sent an email the morning of 02/17/2022 that they had charged a card that had been canceled due to fraud and removed from the account long before, and a new valid card had been linked into the account. They charged a card that was no longer authorized, and therefore incorrectly denied my upgrade bid which would have processed correctly otherwise. This company should have no longer had access or authorization to charge the card they charged at this time, and should have charged the card they were provided.

  

  Business response

  02/27/2022

  Dear Better Business Bureau

   

  Thank you for your email to us here at Virgin Atlantic customer care.

  I hope you are well.

   

  I wanted to inform you that we are in contact with *********** through our internal system on reference VSCR-********

   

  We will now continue to contact *********** through the above reference.

   

  Kind Regards

   

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

  Customer response

  04/19/2022

   
  Complaint: 16780116
  
  I am rejecting this response because:I paid for a first class ticket and was provided economy. When I tried to speak to the help desk and showed them the extra $900 charged to my account, they said there was nothing they could do and said nothing would be done. In addition, I transferred ****** points from my Virgin Atlantic account to Hilton, and not only did the points not transfer, but they are gone from my account and dont even show in my transactions. I would like the points transferred correctly as requested and refunded the first class charge I didnt receive services for.
  
  Sincerely,
  
  *****************

  

  Business response

  04/20/2022

  We have reached out to **** directly to try to resolve the issues.
  
  We unfortunately aren't able to provide a refund for the upgrade as **** did travel in Upper Class and got the service that was paid for.
  
  Partner Miles take up to 30 days to transfer, as the request was made on April 6th 2022, we politely ask that if the points still haven't arrived after 30 days to reach back out to us directly.

  Many Thanks

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

  Customer response

  04/21/2022

   
  Complaint: 16780116
  
  I am rejecting this response because: I absolutely did not receive the upper class ticket I was charged for. I was charged on April 16, 2022 and my flight was on April 19, 2022. I still have my ticket from the flight from Manchester to JFK, and my seat stated on the ticket is 57A on flight VS127. I included an attachment of my ticket from the flight mentioned as proof of my seat assignment. I was also informed the calls I had with Virgin Atlantic were recorded on April 19, 2022, where customer service told me I would not be charged and I was not receiving the upgrade. I have the email from Virgin Atlantic saying I was not receiving the upgrade and would not be charged, also attached, and the proof of charges from the third party service Virgin Atlantic uses. I hope all of this will serve as more than enough proof of my statement. 

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

  

  Business response

  05/04/2022

   

  We have been in contact previously to try and resolve this with *********** through reference - VSCR-00396037.

   

  I want to let you know I am currently investigating this further and I will reach out to you as soon as I have been able to review your case in full.

   

  I appreciate your patience.

   

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

  Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight through Virgin Atlantic but the flight was cancelled because of the Covid-19.I called them on 2/12/2022 to get the taxes and points back (it's a reward ticket).Customer service said I will receive points back in 3 days but I still haven't receive anything.Tried to call their customer service but they are extremely rude and I had to wait for more than 60 mins.Here is the flight information Booking number is DOALBD Passenger name is ***************************

  

  Business response

  02/16/2022

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

  Thank you for contacting customer care regarding your refund of your cancelled flight.

   

  I'm truly sorry  for the difficulty you have experienced getting through to an agent to discuss the delay in receiving this.

   

  I have taken a look into this and can see that your points refund have been processed today (16th). The refund of your tax's is also in process and will be returned to the original form of payment shortly.

   

  Thank you for your continued patience. We hope to welcome you onboard soon.*******************************

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

  Virgin Atlantic

   

  Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I flew with Virgin Atlantic on September 17th, 2021 from ****** to ********; before the 17th, they had cancelled my flight without giving any reason. I received an email on November 24th, 2021 saying that my return flight (for January 19th) had been cancelled. Additionally, the email also stated, "Due to an error on our part, you may have been missed off our original contact list and therefore not have received this initial communication in October. We're sorry if that was the case.". I was appalled at the lack of communication and sent a request for a refund on the exact same day (November 24th, 2021). It stated that it would take roughly 2 weeks or 14 business days to process my refund and after those 14 business days passed, I tried to contact the customer service line. I was on hold for almost 2 hours, and was unable to reach anyone. I filed a complaint through the Virgin Atlantic website, and I received an automated communication that someone would reach out to me within 17 business days. 17 business days went by and I still didn't hear from anyone. I tried calling yet again to try and get some answers as to where my money was and why no one was contacting me. It resulted in me waiting for 2 hours and the line dropped or was hung up on while I was waiting on hold. I am extremely upset with how Virgin Atlantic has handled business during the pandemic. Attached I have provided my initial booking (shows the cost of the flight), my rebooking, the cancellation of my return flight, and other pieces of evidence. Please contact me by email if there is any further information you may need. I would really like to get this issue resolved.

  

  Business response

  01/14/2022

  Dear Mr. *******?
  
  Thank you for taking the time to contact us here at Virgin Atlantic customer care regarding your recent flight cancellation.
  
  It of course goes without saying how sorry I am to learn that you have experienced a flight cancellation and may have been missed of the original correspondence due to an internal error. I can certainly appreciate how disappointing this must have been for you.
  
  Upon reviewing your case, your refund has been requested and prioritised with our refunds team and they have requested the following details from you on 12th January 2022:
  
  Account Name
  Account Number
  ABA/Routing Code
  Bank Name
  Country of Bank
  
  Please respond directly to their email with the required information and they will get your refund to you promptly.
  
  I would like to thank you for your patience and understanding in the meantime, it really does mean the absolute world to us.
  
  Once again, please accept my deepest apologies for any disappointment caused and I do hope that in time we will have the pleasure of welcoming you back onboard for a true Virgin Atlantic experience.
  
   
  Kind regards,
   
  *******************?
  Customer Care 
  
  ******************************************************************** Ltd 
  The VHQ, ****************************************************
  Phone: ********************
  http://www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00384788 is updated and we will get back to you as soon as we can.

  Customer response

  01/19/2022

   
  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.

  However, I would like to confirm that I will be receiving the full refund of $635.25 USD from Virgin Atlantic as I had to book a flight out of pocket with British Airways to get home. I have the receipt and itinerary for this trip.

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

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought Virgin Atlantic ticket for my parents a while ago and booked it multiple times and every time I book it I would like to request full refund of $1522.10 Plus inconvenience fee of not have to eat anything for 6 hrs. I bought this ticket on July 21, 2021. When my parents booked the ticket Virgina Atlantic changed the ticket multiple times and keep pushing the dates back. Then we also asked for special meal which was in the system but none of the crew member was aware of that request and my parents didn't eat food for 6 hrs in the flight. Finally when they got the flight they arrive to tehri destination and now that are read to come back and now i get the email again that their flight is delayed once again and this delay can impact the connecting flight since the next flight is in 50 min again. My parents are disable and need wheel chairs and my mothers is scared that they may miss the next flight too. We tried to call multiple times and there is 2 hrs delay. My parents are old and need assistance and also cannot wait hours to catch new connecting flight. We need help to get them back here since the airlines left no options for us to contact them.

  

  Business response

  01/14/2022

  Dear Kaylee
  
  Thank you for taking your time to contact Virgin Atlantic.
  
  Sadly, I am unable to assist with this as the customer has not provided any booking details such as ticket number or booking reference number.
  
  I would also have to advise that the customer would need to make sure that they are authorised on said booking before we will be able to discuss this further.
  
  Please respond with booking details, so that we can assist.
  
  Kind regards
  
  *********************

  Customer response

  01/18/2022

   
  Complaint: 16392524
  
  I am rejecting this response because:

  See below requested information:

  Booking # : ECEKHT
  Ticket #  for *************************** : 9322115754149 
  Ticket # for ************************* : 9322115754150

  I am authorized person to speak on my parents behalf, since I spoke to Virgin Atlantic multiple times on above mentioned (My parents) passengers. 

  I am also attaching screenshots of numerous phone calls which was made to them by me. If they want i can also provide my phone records.

  I would like Virgin Atlantic to look into this matter ASAP and understand that we paid in full for the ticket but they FAILED to provide the services for that. 

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

  

  Business response

  02/10/2022

  Thank you for contacting us through Better Business Bureau. I hope you are safe and well. 
  
  
  
  I can see that we have already responded to you via email directly and have copied it below for you in case you have not received it. 
  
  
  
  I have reviewed this and I can see that your parents have now travelled on the tickets. As such, no refund would be due unfortunately. I am truly sorry for any disappointment caused. 
  
  
  
  Thank you again for contacting us. If you need anything else at all, please let us know. 
  
  
  
  Kind regards
  
  *************************?
  
  ************* 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  Phone: ********************
  http://www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00388488 is updated and we will get back to you as soon as we can.
  
  
  
  
  
  ------------------- Original Message -------------------
  From: EMAIL - ************* <**************************************************************************>;
  Received: Tue Jan 18 2022 07:51:36 GMT+0000 (Greenwich Mean Time)
  To: *********************** - Customer Relations - Home ************************* Preferred <*********************>;
  Subject: Response from ************* Reference ?************* / **************************
  
  
  Dear ***************
  
  
  Thank you for your email regarding your parents recent trip with us to ******. I do hope that you are all keeping well. 
  
  
  I do apologise for the delay getting back to you, we are a post travel team and due to the high amount of contact at the moment, it is taking up to 20 days for us to respond. 
  
  
  I was sorry to hear that your parents bags were delayed and that you weren't receiving any updates regarding this. 
  
  
  I have checked the system and I can see they reported their bags missing with Delta and that the bags have been located and sent to your parents address. I do hope that everything was OK with the luggage when they received it. 
  
  
  With regards to the meal request on the outbound flight, I have checked and I can't see that a meal was ever requested for the ******** to ****** flight. This is why there wasn't a meal available onboard.
  
  
  I am sorry for any upset that this caused to your parents and that they had to go without a meal on the flight. I understand you requested an upgrade as compensation, but unfortunately, this isn't something that we would be able to offer in these circumstances. 
  
  ***************, thank you for taking the time to contact us, I do hope that experience hasn't deterred your parents' from travelling with us in the future, as it would be a pleasure to welcome them back onboard. 
  
  
  Kind regards,
  
  *******************?
  ************* 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  Phone: ********************
  http://www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00386320 is updated and we will get back to you as soon as we can.

  Customer response

  02/11/2022

   
  Complaint: 16392524
  
  I am rejecting this response because

  It costed my parents money to buy tickets for services which they paid for and was NEVER DELIVERED 

  Not only that the promised services wasnt provided but also their flight was delayed and so was the baggage and it costed them more money: 

  1. they had to pay for COVID test on their cost at ****************

  2. baggage was delayed for about a week and they had to buy warm clothes in the middle of December on their expense. 
  I request the airlines to please stop making excuses and pay the incurred costs. 
  thank you 

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

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked travel on 7/19/21 for three (myself, girlfriend and our 1 y/o) from SFO to LHR on Dec 22nd (Confirmation No. ******** On 10/02/21 I received an email notification informing me that our flight had been cancelled. Virgin provided no additional information as to refund, rebooking etc. and their website doesn't allow customers basic functions to allow customers to change their flights. Therefore I was forced to call them and their wait time was estimating at 60mins; however, I was on hold for 2.5 hrs before I was able to speak to someone. The agent informed me that I could get a travel voucher or change my flight, unfortunately, the only flight available at that time which had seats in the originally class category was Dec 21st. Therefore in fear and under duress that I would lose the only 3 seats available and to avoid having to endure another 2.5hr wait to speak to someone at Virgin Atlantic - I agreed. Later that night I realized how much this change would cost me financially e.g. additional hotel night, connector flight change, transportation rebooking fee, etc. and emailed Virgin Atlantic about this and requested to be contacted be phone, in which Virgin Atlantic agreed to but later disregarded it and sent an email basically saying "sorry and good luck". This trip was supposed to be the best trip of my life, as this was going to be the trip I asked ***** to marry me. But now it will be memorable for all of the wrong reasons thanks to Virgin Atlantic. Today I painstakingly called them again and waited for over 2hrs again and was told that I couldn't make any additional modifications unless I paid an additional $7,000. This isn't fair that Virgin Atlantic can inconvenience customers, hold them hostage because of their ridiculously long wait times and make them chose from the leftover options they have, and when that customer later realizes that cannot work for them, that customer is strong armed to pay thousands in change fees. Once I got off

  

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/06) */ Dear Mr ******* Thank you for your email regarding your upcoming flight from San Francisco. I do hope that you are keeping safe and well. I was sorry to hear that your flight was cancelled and that this has affected your plans to propose to your girlfriend. I do hope that you are still able to propose and that you and your family have the best time in Paris when you get there. Having reviewed your file, I can see that you were originally due to travel on the 22 December 2021, this flight times were changed on the 02nd October 2021 and a notification was sent to advise you of the changes. I can see that you then contacted our customer service team on the 14th October regarding the change and they advised that they could offer the 21st December as an alternative date. This was agreed to and the change was processed and the ticket was re-issued. When a change is made and a new ticket is issued, you are then governed by the rules of the new ticket. I can see that you reached out to us again on the 04th November, to request another change to your ticket, to move the dates to the 27th December 2021. For this change any additional fare for the new dates would be applicable, however the customer service team did decide to waive this for you on this occasion and advised that for any future changes, the additional fare would be applicable. I am pleased that this matter was able to be resolved for you, however, I am truly sorry that you had to wait on hold for so long to speak to our customer service team. We are unusually busy at the moment, which is making the wait times much longer than usual. I can appreciate how frustrating this must have been for you. Mr *******, I do hope that you are now looking forward to your trip again and I truly hope that it is the trip of a lifetime for you and your family. Kind regards, ********** Customer Care Virgin Atlantic Airways Ltd T*************************** ************ Phone: +XX (X) XXX XXX XXXX http://www.virginatlantic.com If you wish to respond please just click "reply" to this email to ensure your individual Case VSCR-XXXXXXXX is updated and we will get back to you as soon as we can.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My friend and I booked two Business Class tickets to New York on June 6th 2021 at a cost of £1460 EACH. This was a treat to us both as a result of the pandemic using a bonus from our workplace. Unfortunately by September the COVID travel restrictions were still in place, so we decided to cancel and rebook at a later time thinking our insurance we paid an additional £80 for would cover us - which it did not. The hotel refunded immediately but expedia would only offer us airline credits for our Virgin flights. Aswell as there being little to NO information online about using these credits but the cost of our original business class flights is now the cost of one Economy ticket. If we were to rebook and pay cash we could travel for over half of this price, which is disgusting. We wanted a refund with the full intention of rebooking in future but the credits system DOES NOT work and is extremely difficult to use. In these COVID times it is very disheartening as a customer to be penalised for cancelling plans when of course all travel is uncertain and the fact we would be paying such high prices to travel in the future.

  

  Business response

  11/19/2021

  Business Response /* (1000, 8, 2021/11/10) */ Thank you for contacting Better Business Bureau regarding your flights. I hope you are well. I am sorry that you are having difficulty gaining a refund through your travel agency Expedia. I understand how frustrating this must be. Although we want to help as much as possible, we are very limited in what we can do when a booking is made through a travel agency. When a booking is made through a third party, we have no control over the ticket. It is the sole responsibility of the travel agency to assist their customers as the booking is through them. We do not charge our customers any upfront costs for cancellation cover. The cancellation charge is an additional charge that Expedia have as an option for their customers. We do not charge our customers any fees as if their flight is cancelled, they can opt for a full refund. I don't doubt how upset you must be, however, when a booking is made through a travel agency, we have no control over what they offer their customers, and I am unable to see any request for a refund on our system from them. If your flights were still operating when you requested a refund, this may be why the refund was declined, however, you would need to clarify this with Expedia. If Expedia need any assistance, they are aware they can reach out to our Sales Support team via email or phone at any time. They also have their own dedicated portal to help with queries of this kind. Once again, I am sorry you are having such difficulty requesting a refund. I hope your travel agency can provide a more favourable outcome. Virgin Atlantic Customer Care Consumer Response /* (3000, 10, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) As per response from Expedia (via attached) no refund can be auctioned as per Virgin airline policy. This is a case of bed passed from pillar to post with the customer stuck in the middle. Business Response /* (4000, 12, 2021/11/18) */ Dear Miss ******** Thank you for getting in touch. I am sorry that you are unhappy with our last response. As mentioned in our last response, we want to help you resolve this matter as much as possible. Having looked into your refund status, I can see that you have rescheduled your travel plans for October 2022. So that we can assist in getting the best result, please could you confirm if this decision was based on Expedia's advise via their live chat system or you no longer want a refund and are happy to travel to New York next October? If you would like a refund, we would be more than happy to allow for this to happen. I look forward to hearing from you soon. Kind regards, Customer Care Virgin Atlantic

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Virgin Atlantic agreed (in writing) to refund me the ticket price for the Seattle - London flights they cancelled in August and December this year. They have only issued a partial refund. Virgin Atlantic cancelled my flights twice. Initially, I took a voucher and rebooked (at increased cost). Second time, they cancelled, they specifically stated there would be no replacement flights so I took the refund option and booked with another carrier. I received a confirmation email from Virgin that I would receive $2,672.35 within 14 working days. That time has passed, and I've only received $1,700.15 (which is the price of the original flight, not the rebooked-at-increased-cost flight). I've attempted to contact Virgin Atlantic about the matter, but their chat bot / forms send just refer you back to themselves in an infinite loop. There is no way to send them a general message or email. Replying to the refund email just returns an '5.4.1 Recipient address rejected: Access denied' response (which I believe indicates the email address is configured to reject emails from outside of the company). I have already spent (in total) over 6 hours on hold trying to get through on the phone (having their phone lines close at 4pm West US time doesn't help) I'm requested the refund be completed.

  

  Business response

  11/11/2021

  Business Response /* (1000, 5, 2021/10/30) */ Contact Name and Title: **** ****** Customer Care Contact Email: **************************** Thank you for contacting Virgin Atlantic customer care regarding your refund. I am so sorry that you're missing £970.20 from your refund which was paid to change your flights. I have raised this again as a priority and it will be paid within 7 working days. Thank you for your continued patience, please don't hesitate to get back in touch with us if we can help further. **** ***** Customer Care- Virgin Atlantic Consumer Response /* (2000, 7, 2021/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund received 11/4/2021. Thank you very much BBB.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a return flight on Virgin Atlantic for my trip NY/LON/LOS and LOS/LON/NY. I paid $2,049.11. Outward journey 9/25/21 was fine. On my return journey on 10/17/21 - Lagos/London VS0412, 9.30 am departure. I had wheelchair assistance. My daughter and I were traveling together. While checking in for the flight we were told my connecting flight from London to New York was cancelled by Virgin! I was really shocked and very worried, I was never notified of this! I got absolutely no word from Virgin about this. Virgin Lagos told us that they would book us on a flight to New York from London which would leave-at 11:am the next day, 10/18/21. Virgin Airlines at London Heathrow airport would give us hotel and food vouchers for our overnight stay. However, in London supervisor Diana informed us Virgin takes no responsibility because we were told of the cancellation. I asked to speak to the Duty Manager but was told NO! rudely by *****. We paid for hotel, food, new COVID 19 tests.

  

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/10/30) */ Thank you for contacting us regarding your recent flights from Lagos to JFK via London Heathrow. I am very sorry that you were affected by a change to our flying programme, especially as you were unaware of this until you were checking in for your flight. Having looked through your booking, I note you booked via a travel agency. Unfortunately, when bookings are made through a third party, we're unable to contact customers directly as we don't get passed their contact details. As such, it would have been your travel agents responsibility to notify you of the changes and arrange alternative flights for you where possible. I understand that we were unable to rebook until the following day which meant you had to stay overnight in London and you've incurred additional costs as a result. I don't underestimate how inconvenient this must have been for you both. Whilst reviewing your case, I noticed that your daughter has already sent in your receipts for the hotel costs and new Covid-19 tests. We'll be pleased to reimburse you for these in the full amount of £245.00. I will reply to your daughters email directly with a payment link and instructions in how to redeem this. Your daughter mentioned that you both lost a day of work and I understand that you're claiming for this too. Whilst I appreciate the reasons for your request, I regret that this isn't something we would cover and would refer you to any private travel insurers that you may have. We'll be happy to provide you with any supporting documentation should they request this. I'm so sorry you were left disappointed with the staff at Heathrow airport. By way of apology and as a gesture of goodwill, I've credited both of your Flying Club accounts with 6,000 points each. You can view your updated balances the usual way via our website at www.virginatlantic.com. Thank you once again for contacting us about this and I am sorry for what happened. I hope that we'll have the chance to welcome you back onboard in the future for what I trust will be a smoother, more enjoyable experience.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am DEEPLY disappointed in Virgin Atlantic. We were treated so callously. The return leg on our flight back to JFK ON 17TH OCT was cancelled by Virgin. We learned about it at the point of check-in for the first flight from Lagos NG. We were told that our flight was now at 11am the next day 18TH OCT; meaning an 18hr layover in London. We got on the flight and were assured that on arrival to the UK; Customer service at Heathrow would take care of the hotel, feeding etc for me and my mother (a wheelchair passenger). We got to Heathrow and the Virgin agent named Charlotte, lied to us and told us hotels and meal vouchers were being set up and we would have to go to Zone B to pick up. We got to Zone B - 3hours after landing and this ABSOLUTELY HORRID woman named Diana a virgin agent told us that no such assistance would be provided. We had to get our own hotel and covid test and Virgin would not refund us. We asked to speak to a manager and she told us "the manager cannot speak with you"

  

  Business response

  10/28/2021

  Business Response /* (1000, 6, 2021/10/21) */ Hello, please could you kindly request Ms. ********** booking details so that we can look into this matter further? If you can reply with the Virgin Atlantic reference number that will start with a letter beginning A-G, or a long ticket number that starts with 932. Many thanks, Amy Consumer Response /* (3000, 8, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) My reference number is DYKAL4 and my mother's is CWNPJ6 Business Response /* (4000, 10, 2021/10/25) */ Thank you for your response. It goes without saying how sorry I am to learn that your travel plans have been impacted, I don't underestimate how inconvenient this must be for you, especially as you were not made aware of the changes before you arrived at Lagos. I'm sure you can understand that schedule changes are sometimes unavoidable in the airline industry. There are many reasons why a schedule may need to be changed or a flight may need to be cancelled. Please be assured that we wouldn't have cancelled this flight unless it was absolutely necessary. To help minimize any inconvenience, we'll notify customers of any changes at least 14 days before travel, either by email or SMS or via their travel agent. I am so sorry to learn that your booking agent didn't make you aware of this change. We train all our staff to deliver a positive, caring and compassionate service. As our staff at the airport are usually the first faces customers see, we want them to make a great first impression. It's quite clear from your comments that there was room for improvement and I hope you will accept my apologies for any shortcomings this time. Please email [email protected] with copies of your receipts for any expenses you have incurred as a result of the changes to your flight. Our dedicated team can then review your claim and will arrange the necessary reimbursement via bank transfer. We look forward to hearing from you soon. Consumer Response /* (4200, 12, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello Virgin, Thank you for email response. I'm afraid the treatment meted out by your virgin agents to my mother and I will not be covered by "room for improvement" they need to be sent for 6 months of advanced customer experience training - Even the fact that there was a wheelchair customer involved- who gets the highest priority in the USA- meant nothing to them. It was BEYOND shocking. You have asked me to send an email with receipts of costs incurred due to this awful experience. We have the hotel receipts for the forced layover in London, We have receipts for the covid tests we had to retake, dinner.. etc. What I do not have is a receipt for the lost day of work due to this drama. I will be including this cost in the email to Virgin per your advice and I hope to get reimbursed ASAP.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a mileage program account with Virgin Atlantic (Flying Club #XXXXXXXXXX). I used my points to book rewards tickets for myself and family members. Virgin Atlantic suspended my account around Sep 6th 2021 and cancelled all my bookings, without even notifying me! I contacted their customer service and they told me the account was in audit. And I asked why I was not contacted by anyone about this action immediately, they don't even have an answer. I contacted their dedicated email *********************@fly.virgin.com for an update. At the beginning, that team/email has responded and promised a resolution within 28 days. After I provided the information requested, however, they became unreachable. No replies anymore, no matter how I follow up. It has been 6 weeks (45 calendar days, or 30 working days) now. I request Virgin Atlantic to reinstate my account and bookings ASAP.

  

  Business response

  11/19/2021

  Business Response /* (1000, 9, 2021/10/27) */ Dear ******** *** Please note we are currently looking into this and are awaiting information from the relevant team. We will be in touch as soon as we have more information. Kind regards ********* ****** Adviser - Customer Care & Claims Virgin Atlantic Consumer Response /* (3000, 11, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still no resolution yet. Now it has been 56 calendar days or 40 working days, which is way beyond their initial commitment of resolution in 28 days. I would expect a prompt communication about the action/mistake taken by their system and a simple apology of causing so much inconvenience for me. However, neither of them happen yet. Business Response /* (4000, 15, 2021/11/02) */ Dear ******** *** Once again, thank you for your continued patience on this matter. I have reached out to the relevant team who you have spoke with previously, to ask them to reach out to you regarding this. I'm afraid we are unable to reinstate your bookings or Flying Club account here in this department, as this decision can only be made by them. I hope your concerns are resolved soon. Kind regards ********* ****** Adviser - Customer Care & Claims Virgin Atlantic Consumer Response /* (4200, 17, 2021/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi *********, Unfortunately, no one ever contacted me till today. The issue has been outstanding for more than 2 months. I understand that you may not have the authority to resolve the issue. However, it is NOT acceptable to just leave the issue open and keep the customer waiting indefinitely. The case cannot be resolved until someone who has the authority to take action. Therefore I'd like to kindly request you to: 1. Escalate to a supervisor who can then escalate to the relevant team, and/or: 2. Provide me with a clear ETA/timeline on the response, and/or: 3. Provide me with the direct number of the action team/personnel. Thanks, ******** Business Response /* (4000, 19, 2021/11/17) */ Thank you for taking the time to contact us, I hope you're well and having an amazing time away. I'm so sorry to see that you have been left disappointed with our response. I can confirm that your account has been suspended due to suspected fraudulent activity. We are unable to overturn this decision. In order to appeal the decision, you will need to email *********************@fly.virgin.com. They will then investigate further and advise you of the next steps. We look forward to hearing from you soon. Kind Regards ****** **** Customer Care Virgin Atlantic

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