ComplaintsforVirgin Atlantic Airways, Ltd.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In November 2021 I received an offer from Virgin Atlantic to open a credit card for ****** points, for a limited time. I clicked on the link, applied for the credit card, was accepted, spent thethousands of dollars within the required timeframe set by them, and waited to see my points balance rewards appear in my account. I am also supposed to get points as I spend on the card and have no pints so far even though I have spent thousands. I have done everything that was required for bonus points plus spend money on the card every month yet my points balance is zero. I have tried calling and emailing Virgin Atlantic but cannot get a reply. They are impossible to get in touch with. I keep calling and holding for hours until eventually there is a message that says there is nobody to take my call and the call is disconnected. I called *************** and they said that they are not responsible for the points at their end and I have to take this issue up with Virgin Atlantic, yet I am unable to reach Virgin Atlantic to get them to rectify this issue. My *********** Membership no: ********* I would like the bonus points added to my account plus all additional points I have earned through my spending.

  

  Business response

  04/25/2022

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

  Thank you for contacting us and please accept my apologies for my unintentional delay in getting back to you.
  
  I am truly sorry to hear you have not been rewarded your points earnt through your Virgin Credit Card. To explain further, although we are under the same Virgin umbrella, we are separate companies. 
  

  I have looked into this further for you. I can see no points from Virgin Money have been processed or transferred to your account **********. Once you qualify with Virgin Money by using their Virgin Credit Card, they will contact our Loyalty team who will add your Points accordingly. 

  If you feel you have qualified for these points, it would be Virgin Money you need to contact as we take instruction from them to update your account.
  
  Please contact them to assist you further on ******************* or email *************************************************
  
  I have had a thorough look at your Virgin *********** account and I cannot see any issues our side to suggest why points are not being transferred so please contact Virgin Money at your earliest convenience to help you further. 

  I really hope they are able to assist you further and we will wait for instruction from them. 

  Kind Regards

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

   

  Customer response

  04/25/2022

   
  Complaint: 17102642
  
  I am rejecting this response because it does not solve my problem and instead it passes the problem onto a different company that is not the issuer of my credit card. 
  I sent an email to the Virgin Money address provided yet I cant understand why the offer came from Virgin Atlantic yet they cant rectify the issue themselves. Why dont they write to Virgin Money? Why is it up to me to chase up points that were offered to me in what seems now like a fraudulent ad? 
  I need this resolved by Virgin Atlantic as the onus is on Virgin Atlantic, the sender of the offer. 
  Below is my email to Virgin Money sent today. 

  Hello. In November 2021 I received an offer from Virgin Atlantic to open a credit card for ****** points, for a limited time. I clicked on the link, applied for the credit card, was accepted, spent the thousands of dollars within the required timeframe set by them, and waited to see my points balance rewards appear in my account. I am also supposed to get points as I spend on the card and have no points so far even though I have spent thousands. I have done everything that was required for bonus points plus spend money on the card every month yet my points balance is zero. I have tried calling and emailing Virgin Atlantic but cannot get a reply. They are impossible to get in touch with. I keep calling and holding for hours until eventually there is a message that says there is nobody to take my call and the call is disconnected. I called *************** and they said that they see reward points are being earned yet they are not responsible for the points at their end and I have to take this issue up with Virgin Atlantic, yet I am unable to reach Virgin Atlantic to get them to rectify this issue. I made a complaint to the Better Business Bureau  and they were able to get Virgin Atlantic to finally reply. Their reply says they are not responsible either and they say this issue is for you, Virgin Money, to solve. So, can you solve my issue? 
  I would like the bonus points added to my account plus all additional points I have earned through my spending. This is very frustrating and I feel like I have been swindled. I hope you can rectify this issue promptly. 
  Atabey Snchez-Haiman 
  

  

  Business response

  04/26/2022

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

  Thank you for your further communication.

  I'm sorry you remain unhappy with our response. This would never be our intention.

  I can assure you that if this is something we could do for you, we certainly would. However, this can only be resolved by Virgin Money so I can only suggest that you reach out to them directly.

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

  Kind regards

   

   

   

  Customer response

  04/29/2022

   
  Complaint: 17102642
  
  I am rejecting this response because my issue has not been resolved and Virgin Money has not contacted me to resolve this. 

  I called **** of America today and they confirmed that I should have miles because I have earned them and they have a record of ***** *********** points earned so far. 

  We did notice during our phone conversation today that our flying club numbers did not match and the *********** Number they have linked to my account is **********. For some reason I was issued a different number that the account I already had. We thought that using the new number would solve the issue yet once I logged into the new account, (which was a bit complicated as both accounts were under the same email so I had to go into my account with the new flying club number and change my email address to a different email address ************************* we noticed a large point discrepancy between what is in the account compared to what I have actually earned. The new account did have some points in it, but only ***** instead of the ****** that **** of America has on record as points I have earned through my spending, plus bonus points. The customer service agent initiated an investigation report into this issue as well and will be issuing me a new card with the new *********** number printed on the card. 

  Therefore, now that I have looked into this further for you, and you have more information and a new *********** Number, you should be able to credit my account with the correct number of points, plus make sure the issue is rectified from here on so that I can have all my points automatically credited into my account without me having to go through such lengths to get them. I am a small business owner and have had to take many hours and days off to deal with this issue. The fact that the card has a yearly fee makes it even more pressing that I receive what I am promised for the service I am paying for. 

  I hope that you can rectify this frustrating situation promptly. 
  
  Sincerely,
  
  Atabey *******

  Customer response

  05/11/2022

  I filed a previous complaint Complaint ID: ******** which was deemed resolved by you, yet the solution offered by Virgin Atlantic was to contact Virgin Money and Virgin Money has just written to me a fourth time to state that this issue has nothing to do with them as they are not the issuers of the credit card. They insist this is an issue for Virgin Atlantic, which is the company that sent me the credit card offer to begin with. This is a simple case of miles not credited to my account and Virgin Atlantic not taking responsibility. I have spoken with **** of America, the issuers of the card, about this and they have told me that only Virgin Atlantic can update the earned miles on my account, not **** of America and not Virgin Money. Please refer to my earlier correspondence on the above mentioned complaint and help me rectify this issue. My flying club number is ********** and **** of America has calculated that I should have a minimum of ****** points in my account, yet my account only has ***** points in it. I think it is unfair that the points that I have earned through my spending on a credit card offered to me by Virgin Atlantic have not been credited to my account and that Virgin Atlantic is allowed to not take responsibility for it. Virgin Money and **** of America both agree this is an issue for Virgin Atlantic. I hope this matter can be resolved this time around and that the BBB can help me. Virgin Atlantic is accountable for honouring their offer of bonus miles when you sign up for their credit card. Thank you.

  

  Business response

  05/15/2022

  Thank you for taking the time to write in. I hope you're keeping safe and well. 

  I'm sorry to hear about the trouble you're having redeem these points. As mentioned before by my colleague, as the points was an offer from Virgin Money, we have to be instructed by Virgin Money for these points to be added in. We don't have any access to your Virgin Money account to confirm that you have met the criteria and are not sure of the offers Virgin Money have got going on. 

  I wish we were able to assist further and get these points to you but unfortunately we have no authorisation. 

  Once again, we hope Virgin Money are able to resolve this for you.

  Kind regards,
  
  Ayesha Islam?
  Customer Care 
  
  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-00409055 is updated and we will get back to you as soon as we can.

  Customer response

  05/16/2022

   
  Complaint: 17102642
  
  I am rejecting this response because: Virgin Money has said in four separate ocassions that I have no account with them as they were not the ones involved in this offer. 

  Virgin Money cannot authorize points on my behalf for an account I do not have. 

  Is it not possible for you to escalate this issue to someone that understands this? I am at a loss here because Virgin Money has said that they cannot help me because they only help with credit cards that are issued in ****** and this is a **** of America card. This is not a card issued by Virgin Money. This is not an offer issued by Virgin Money. This is a **** of America credit card and **** of America has already confirmed that I should have ****** plus points. 

  I do not understand what is happening and why you keep sending me to Virgin Money when Virgin Money keeps sending me back to you. 

   

  
  Sincerely frustrated,
  
  Atabey *******

  

  Business response

  05/24/2022

  Thank you for your response. 
  
  Apologies as I was not aware it was a **** of America account. 
  
  In this case, could you please ensure that **** of America has your correct *********** number? 
  
  Also, we will need to formally investigate the issue. Please could I request the following information from you:
  
  *********** number
  
  Last 4 digits on their Virgin Atlantic MasterCard
  
  Number of missing points
  
  Points type i.e. Bonus/Spend (or both)

  Customer response

  05/24/2022

   
  Complaint: 17102642
  
  I have said all along that this is a card issued by **** of America. Please refer to all previous correspondence in this complaint.

  As I have said in a previous communication here: The new flying club number that **** of America has issued me and they have linked to my card is: 1086037585

  My **** of America card ends in 2771

  My new *********** account currently has ***** points, therefore there are over ****** points missing that **** of America says they have reported to you yet you have not credited to my account. 

  **** of America has started an investigation and they have been awaiting your reply for over a month now, it would be great if you communicated with them and resolved this issue. 

  It should not fall on me, the consumer, to solve communication issues and discrepancies between the two large corporations running this scheme. 

  This card is not a free card, it has a yearly fee of $100 that I am paying for a service that is not being provided. 

  I hope this issue gets rectified soon and the points I have earned get credited to my account, because otherwise I will have to cancel the card as I see no benefit in paying for a card that promises rewards that are not credited to my account. 

  You have a responsibility to honor our contract. 

  
  Sincerely,
  
  Atabey *******

  

  Business response

  05/25/2022

  Thankyou for getting in touch to let us know the issues you have had with getting your points across to your Flying Club.
  
  I cannot apologise enough that you have had to be the one chasing this and that it has gone on for some time now. We would ordinarily say to speak with the Credit Card provider, it is clear from your email you have done this and done all you can so I have escalated this to the team who deals with it. Thank you for providing the additional information so the team can investigate and look to get this resolved ASAP.

  I have asked them to keep us (the ************************* updated so if there are any steps that need to be taken or anything else that needs to be done we can update you. Hopefully it will be resolved soon. There can be a little delay when dealing with the two companies but I assure you they team are looking into this as a matter of urgency.
  
  Thank you so much for your patience.
  
  *********************************?
  Customer Care 

• Initial Complaint

  04/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Virgin Atlantic canceled my flights and issued me a voucher for booking ECJTSR, which consisted of 2 tickets purchased for $1260.50 USD. On Oct. 28, 2021, I attempted to rebook with Virgin Atlantic via What's App. Virgin Atlantic indicated that I would owe an additional $2213.64 for the new flights. Since the additional cost was approaching twice the original cost, I indicated my dissatisfaction. On What's App, the Virgin Atlantic agent offered me a refund instead. I indicated my acceptance of the refund offer via What's App and booked flights on another airline, but Virgin Atlantic stopped responding to me on What's App. On January 22, 2022, I called Virgin Atlantic to again request a refund and Virgin Atlantic agreed to issue a refund per Virgin Atlantic Reference ********. I verbally confirmed with the agent that the refund would be for the entire booking (2 tickets). On January 28, 2022, Virgin Atlantic issued a refund of $630.25, which is the cost of 1 of the 2 tickets under ECJTSR. The confirmation of refund from Virgin Atlantic confirms that the ticket for one passenger was refunded but not the ticket for the second passenger.On February 1, 2022, I again called Virgin Atlantic to request a refund for the 2nd ticket. Virgin Atlantic agreed to issue a refund for the 2nd ticket per Virgin Atlantic Reference ********. Having not yet received the balance of my refund, on April 9, 2022, I submitted Virgin Atlantic's online refund request form accompanied by the preceding information and support documentation. As of April 23, 2022, Virgin Atlantic has neither communicated with me nor paid the refund for the 2nd ticket. I respectfully request that Virgin Atlantic refund the balance of $630.25 of booking ECJTSR, which would also complete the refund transaction for Reference ********.

  

  Business response

  05/11/2022

  Email sent to customer on 01/05/2022

  Dear Mr Vader
  
  Thank you for getting in touch. I hope you've had a great weekend. 
  
  I tried to call you a couple of times today but didn't get a reply. I understand you must be busy so thought it best to email instead. 
  
  I'm so sorry to hear about the problems you've had getting the rest of your refund. I can only imagine how incredibly frustrating and disappointing it must be for you that this has gone on for so long. 
  
  I have reached out to our refunds team to let them know they made an error with the original refund and asked them to send the outstanding balance to you. I've also passed the details to a manager within that team to make sure that it gets done without fail. 
  
  Please allow up to 14 working for your refund to arrive. 
  
  Please accept my apologies once again. I'm truly sorry for all the inconvenience and thank you so much for your patience. 
   
  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-00410366 is updated and we will get back to you as soon as we can.

   

  Response from customer:

   

  Dear ********,
  
  
  Thank you for your kind email and the efforts to reach me by phone. I am sorry that I missed your calls.
  
  
  This is good news that the refund team is working on the balance of my refund. I very much appreciate your efforts on my behalf and look forward to receiving the refund sometime in the next 14 days.
  
  
  With gratitude,
  David   
  
  
  *********************
  ************

  Customer response

  05/11/2022

   
  Better Business Bureau:
  
  This is to confirm that on May 4, 2022 Virgin Atlantic refunded balance of my booking. Many thanks to ******** at Virgin Atlantic and to the Better Business Bureau for facilitating the refund. The refund is a satisfactory resolution to complaint ID ********.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a two flights on Virgin Atlantic to ****** from *** for June 2019. My two flights cost approximately $3, ****** Reference number EBBYTP. This was cancelled due to covid-19 by Virgin Atlantic not myself. I was told my only option was a travel voucher and that it is the same as having credit. Fine. It is now 3 years later and I am trying to use my credit/travel voucher. Given that the flight prices have significantly dropped, I wanted to book a flight for myself and son and two other passengers, on the same flight and use my FULL "credit/travel voucher." They said, I could NOT add anyone to my reservation AND the difference of $1****** would NOT be refunded to me. INSTEAD, they offered me an UPGRADE to business class which EXCEEDS my credit and I would have to pay the DIFFERENCE. Oh and I would only be upgrade on one flight of my Roundtrip. This does not include luggage or seat assignment so I would have to pay the difference for this too. I have asked for a PARTIAL REFUND, A FULL REFUND OR ADDING PASSENGERS and they stated that since I was issued credit/travel voucher, I CANNOT receive a refund. I tried everything (as I text back-and-forth for 4 hours with 3 different agents) I referenced their "flexible name change policy" so that I can book two travels, one with the original passengers and one with also my name and my son but change names to the 2 other passengers. They said, "unfortunately we cannot do two bookings under your name using your credit/travel voucher." S0 my choices given: no refund, full or partial credit, no travel voucher for my remaining $1******, not way to use my credit with additional passengers. Only an UPGRADE TO PAY THEM THE DIFFERENCE. I have contacted them via text, phone calls, emails and nothing has been resolved. It has now been several days and slowly ticket prices are increasing, when I first contacted them the 4 flights were $3883.58 now, they are close to $4200.00.

  

  Business response

  04/08/2022

  Dear Mr. Newport?
  

  
  I hope this email finds you well.
  

  
  I am saddened to learn from your comments how disappointed you are in Virgin on this occasion, and it is clear from your email how disheartened you are.
  

  
  Unfortunately, at the time of agreeing to the Travel Voucher, the terms and conditions you accepted stated, that no refund would be applicable on this ticket, no refund on the residual value of the Travel Voucher, and any additional fare difference must be paid in full.
  

  
  With this in mind, I do apologise but any fare difference would have to be paid in full, and unfortunately, no refund would be applicable on your ticket.
  
  I am sorry I am unable to provide a more favourable response on this occasion, however, we do look forward to having the pleasure of welcoming you onboard with us soon.
  
  

  Kind regards

   
  

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

  

  Customer response

  04/08/2022

   
  Complaint: 17002619
  
  I am rejecting this response because: it is not a resolution. You are not taking any accountability for customer service via WhatsApp and what they tell customers. Travel Vouchers are one sided, only the airline companies profit, if there is a higher flight difference, we pay and if it is lower difference, the airline keeps $2000 (in my case), how is this fair to the consumer? Also, I was told I could not have a refund due to covid-19 cancelled flights, giving me the ************ as a travel voucher. Again, this is not the case, it was a law that all consumers are entitled to a refund, at the start of covid-19, for cancelled flights and Virgin Atlantic negates this and simply responds with a generic automated response. The response is not a solution. I would like credit or a refund, as the word is defined, in the full amount that was paid approx. $3700.00 or my credit difference for lower fare seats. 
  
  Sincerely,
  
  ***********************

  

  Business response

  04/10/2022

  Thank you for your response regarding complaint ID ********
  
  Im sorry to learn of the issues that youve experienced rebooking your flights using your travel voucher and that youve been further disappointed by our response as that would never be our intention.

  
  Although I can confirm that the previous information given was correct with regards to the terms and conditions agreed to when requesting a travel voucher, having you reviewed your concerns, Ive added a note to your booking authorising a refund of any residual amount when rebooking your flights if the fare is lower although any additional fare would still be applicable.

  Please accept my apologies once more. I hope that we can look forward to having the pleasure of welcoming you onboard soon.
  
  Kind regards,
  *************************?
  Customer Care
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  
  http://www.virginatlantic.com

  Customer response

  04/15/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am trying to get in contact with Virgin Atlantic to sort disability services for my mom's flight. When I called, Virgin Atlantic hung up on me. I find it absolutely unacceptable to avoid basic services for disability transportation.

  

  Business response

  04/05/2022

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

  I am truly sorry that you are having difficulty with reaching us to arrange special assistance for your mother, I don't underestimate how disappointing this must be.

  The most effective way to contact us is to contact our Special Assistance team directly.

  You can either fill out a webform on our website, there is an individual webform for Special Assistance.

  help.virginatlantic.com/gb/en/contact-forms.html

  Or you can email them directly at *************************************************

  Once again, I am very sorry for the trouble you have had, I hope this helps and you are able to arrange some assistance soon.

  Kindest regards,

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

  Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Virgin flight was cancelled, and Virgin advised it would refund me. After 2 months, countless emails, countless hours on the phone, and filing an arbitration complaint in ******, I still have not received a refund. Virgin won't even contact me back to tell me what's going on. I understand processing delays, but it should not take 8 weeks to even receive a response regarding a $1,500 refund!

  

  Business response

  04/16/2022

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

  I can see that the refund was paid on 4th April 2022 to the MasterCard ending with 0821. 

  I have attached a receipt for reference. I apologise for the time taken for the refund to be processed.

  Kind regards
  

  Ayesha Islam
  

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

  --------------------------------------------------------------------------

  previous response:

  Dear Mrs?*****
  
  Thank you for taking the time to contact Shai, he has asked that I reach out to you to address your concerns. 
  
  Having reviewed your case, I can see that you have taken this to ADR, therefore we are unable to correspond further regarding this matter.
  
  However, I can advise that we do have a refund request open for you under reference RFUS142858, which is currently being worked on.
  
  Take care **************.
  
  Kind regards
  *********************?
  Executive Office
  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-00401951 is updated and we will get back to you as soon as we can.

• Initial Complaint

  03/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Virgin Atlantic Airways has the most cumbersome, anachronistic, kafkian, time-wasting, frustrating, abusive and inconsiderate system to simply change a reservation. How is it posible that an airline with such superb inflight product can have such subpar reservations/ground product? After days of trying (countless hours online and on the phone) I could change my reservation (DT9BQ6) on March 7th to (supposedly) Saturday, March 26 (return to JFK from MAN) I was charged over $120 for that only to realize a few days later that they changed for the wrong day (March 25) and now the wanted $300 more to correct their mistake! ****** / DT9BQ6

  

  Business response

  03/21/2022

  Dear Mr Ferrer 
  
  Thank you for your contact via Better Business Bureau, Complaint ID: ********
  

  
  

  I appreciate you giving us the feedback about our inflight products and services. We pride ourselves on the service we provide in the air and on the ground. I can see that you have contacted us via the digital channel to make a change to the original booking. From the conversation you have had in the chat, the date of 25th March 2022 was mentioned many times throughout. This date was then confirmed by you. As with most things a change of date or flight incurs additional charges according to the type of ticket you purchase. I can confirm that the information given to you has been correct and concise. If you wish to make further changes, an addition cost will be charged. 
  

  
  

  You are currently booked on the VS127 on 28th March 2022 from ********** to *** ********. Departing at **** and arriving at 1540. 
  

  
  

  I hope this concludes your query and we look forward to welcoming you on your Virgin Atlantic Flight soon. 
  
  

  Kind regards
  
  

  *************************?
  Customer Care 
  
  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-00401914 is updated and we will get back to you as soon as we can.

  
  

  Customer response

  03/21/2022

   
  Complaint: 16918659
  
  I am rejecting this response because: I already paid $125 for a change I didnt need and now I had to pay $125 for a compromise in the itinerary change a originally needed. I think that is fair to request a refund o credit voucher of the initial $125 paid on March 7 for ABSOLUTELY NOTHING and the endless hours on the phone and online I spent trying to fix this mess in this kafkian, cumbersome, clumsy, inconsiderate system you have in place. I will continue pursuing this issue with the *** and the small claims court until I get at least that. 
  

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

  

  Business response

  03/30/2022

  Dear ***************
  

  Thank you for providing us with your home address in response to my colleague's email below:

  
  Thank you for reaching out. I hope you're having a great day. 
  
  I'm sorry for the confusion regarding the change of dates for your flights to ********. 
  
  I've checked our records and can see we changed the flights to the 25th as requested, and then made the further change to the 28th. 
  
  If a date change is requested and the flight is more expensive, you will always be required to pay the difference. 
  
  Even though I can't refund the additional amount paid, as a gesture of goodwill I am happy to send you a $100 ************* Voucher. 
  
  The voucher can be used toward Virgin Atlantic Flights booked directly through our customer centre. 
  
  If you could confirm your address, I will arrange for the voucher to be sent out to you in the post. 
  
  I hope you're having a wonderful time in ****** and we can't wait to welcome you back onboard.

   

  We have received your home address: 

  ***********************************
  346 *****************.
  *************, ** 27103
  ***

   

  I will arrange for these to be sent out. 

  Kind regards,

  Ayesha Islam
  ************* 
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 12, 2020 I purchased a flight through the link travel agency. The flight, due to the pandemic, was cancelled and I had two options: credit for later use or full refund. I opted for the refund. I asked the travel agency to work with Virgin to have the refund. He attempted with Virgin Airlines and they did not respond to his refund request. I followed up by filing a claim with my CC, Discover. Discover attempted to gain back the funds but Virgin Airlines also did not respond to them.I have called V.A. various times and was bounced around with no resolve. V.A. is claiming they have send the refund (chargeback) but refuses to clarify who they sent the refund to (discover or travel agency) and refuses to provide any form of documentation to support this refund transaction actually took place. The refund is expected to be in the value of ****** USD My case with V.A is VSCR-******** My desired resolution is a refund

  

  Business response

  03/18/2022

  Dear Mrs **********,

  Thank you for your response and your valued patience on this matter. 
  
  I understand you are still awaiting your refund from your flight which was cancelled due to Covid19. I sincerely apologise for the frustration in the delay in receiving your refund.
  
  Our records show that a chargeback has been refunded back to your credit card on the 4th May 2021. 
  
  We have reached out to our refunds team for further information who have confirmed that the chargeback was made directly to your bank.
  
  The amount refunded to card ending **** and the amount refunded was $762.38. If you have not received this through your bank, please contact them directly so they can assist you further. The *** number for your bank to trace the transaction is 902310015471000.
  
  I sincerely hope your bank are able to assist you and your money returned back to you. 
  
  Please don't hesitate to contact us if you need anymore assistance.

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

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The customer service at ********************************************* has declined so rapidly in recent months that I would consider this negligence. Recently, I was advised to book a ticket and then contact the company to alter the ticket to the desired ending location. It is IMPOSSIBLE to reach the airline. I waited over two hours on the phone TWICE to have the call dropped. I contacted them via ******* and Text Message. And their online help forum. When I finally reached someone, they said it was too late to alter the ticket -- the time commenced trying to reach the airline made the change impossible to make. I asked what else they could do to help and then suddenly no one answered. I have spent DAYS trying to reach someone for an extrememly time sensitive task and still I can reach no one.

  

  Business response

  03/13/2022

  Hello,
  
  Since the complaint was filed, I can see the tickets have now been amended and don't believe any further action is needed.
  
  ***********************?
  Customer Care 
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi,I HAD A HORRIBLE EXPERIENCE WITH BOOKING FIRST **** WITH VIRGIN ATLANTIC AIRLINES.I ORIGINALLY BOOKED MY TICKETS FOR ME AND MY WIFE FROM ****** TO ******* ROUNDTRIP FOR ME AND MY WIFE:CJ7ECG ************* ************* Due to all travel requirements and covid restrictions, we could not travel. I tried canceling my flight within 24 hours of ticket booking but due to the extra-longwait time, I could not get to the customer care agent to get the tickets canceled and get a refund. AFTER SO MUCH OF PAIN AND WAITING TO TALK TO CUSTOMER CARE, they gave me a travel voucher for the amount I paid so I can travel again.Before 2.5 weeks, I submitted a form to rebook my flight along with the flight details. The day i requested to rebook, I confirmed that the online ticket price is cheaper than what my voucher value is. I got a reply from VIRGIN CUSTOMER CARE via WhatsApp after 3 days that the flight can be booked by I need to pay additional 150 pounds since the fare is different.THIS IS FRUSTRATING THAT YOU ARE ASKING ME TO PAY A HIGHER AMOUNT/**** BECAUSE YOU CUSTOMER CARE CAN NOT BOOK AT THE **** I ACTUALLY REQUESTED. IF THE **** GOES UP AFTER 3 DAYS, I SHOULD NOT BE LIABLE TO PAY THAT DIFFERENCE. I SHOULD BE GETTING THE **** RATE WHEN I REQUESTED TO REBOOK Even with the fare difference, I asked the agent on WhatsApp chat that booked my ticket in the WhatsApp chat you can see i requested the following dates for the flight:17th JUN BOM-*** VS355 17th JUN ***-*** VS103 05th DEC ***-*** VS104 06th DEC ***-BOM VS354 however, after 1 week, I get an email of the tickets with a flight that is having layer of more then 12 hrs Below are my new ticket number ************* ************* THIS IS FRUSTRATING AND SEEMS VERY SCAMMY THAT WRONG TICKETS ARE BOOKED AND SO MUCH OF THE **** IS CHARGED EVEN THOUGH TICKETS WERE CHEAPER WHEN I REQUESTED TO REBOOK.I WANT CANCELLATION OF ALL TICKETS AND A FULL REFUND OF THE ORIGINAL TICKET AND THE **** DIFFERENCE PAID BY ME

  

  Business response

  03/30/2022

  I can see you spoke to a colleague on the 9th of March to complain about the issues you had with rebooking your ticket, I am sorry to hear how difficult it was to rebook your flights and the costs involved. During the conversation my colleague confirmed you had requested a full refund. As requested on the call, she sent an email confirming it would be processed within 14 days along with the reference number for the refund (RFUK565799).
  
  I have checked the status of the refund as I was concerned by your latest contact that it had not been received. I can see it was processed on the 23rd of March and the payment was sent to your bank on the same day. There would have been two separate refunds for the two payments made one for ******* and one for ******, a total of *******. I have attached receipts to this response for your records. 
  
  The payment will go back to the original card you paid on. I really appreciate your patience while this was refunded for you and it should all be back with you now. 

   

  Kind Regards

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

  Customer response

  03/30/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought three Airline tickets from *** to ***. layover in ***. Tickets for me, my fiance and my brother. I bought them in October 2021. Later through the news I found out ***** implemented 7 day quarantine for anyone even having a layover in ******* given their high rate of COVID19. Any direct flights from *** didn't have to quarantine. I asked Virgin Atlantic for any rerouting and they did not have any that didn't stop in ******** I asked them to then change the dates of my flights so I can stay slightly longer period and thus enjoy my trip once out of quarantine. Virgin Atlantic wanted to charge me $3000 extra per seat as now those seats cost more. I told them I could not afford that as I initially paid $**** for my ticket and my fiance's ticket. I initially paid $**** for my brother's ticket. I asked for a refund voucher and they said they don't do that over the phone and it can only be done on the online "refund form." I sent a request several times including 1/29/22. They won't even respond to me at this time and their website says "14 days" refund requests are processed. For further information - my booking reference was DVH2EH. ticket number *************. name *********************** Fiance's information - booking reference DVFZHO. ticket number *************. name ********************* brother's information - booking reference DVF5VB. ticket number *************. name *********************** **** ****

  

  Business response

  02/24/2022

  Please see letter to customer attached. 

  This complaint has also been logged under our case reference VSCR-00397193

  Customer response

  02/24/2022

   
  Complaint: 16798287
  
  I am rejecting this response because:
  

  you are saying you have no records of me asking for a refund (please see attached images on the original complaint of proof).
  Also, your online rebook me flight only allows a form to be submitted if you choose an alternative flight and date. Since my flight and trip are already ruined, I do not have alternative date to fly anymore and that is why I asked specifically for a refund/travel voucher to begin with. 
  
  I do not think you took the time to understand the entire situation- I called and asked for change of flights back in January 2021. I was told I would be charged for that. I did not want to proceed with changing dates and then having to give you thousands of more dollars so I was given a second option by your staff: go to the REFUND form and ask for a travel voucher. Please see attached email proofs of me getting a confirmation email from Virgin Atlantic after I submitted refund requests that I attached to the original BBB complaint. On this message I will attach that your rebook me page is asking for new date of outbound travel Which I don't have because you never responded to me and thus I have missed my vacation time. Please send me a refund/travel voucher as I have repeatedly asked for .

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

  

  Business response

  02/27/2022

  The customer never applied for a travel voucher online, she filled out a refund request form and her tickets were non-refundable. 

  As a gesture of goodwill, we have authorised for the tickets to be changed to travel vouchers.

  Customer response

  02/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept their offer for travel voucher , however, I do hope that they are able to provide these vouchers for me. In their response form, they said to reach out to them to get these vouchers but they only provided a ** number to respond to - and I am unable to contact a ** number from *******.  I went ahead and submitted request for travel vouchers for all three tickets on their website and provided photo evidence of such. If I occur any obstacle, I will reach out to you. 

   

  thank you 
  
  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. ↩