Complaints

This profile includes complaints for Virgin Atlantic Airways, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Virgin Atlantic Airways, Ltd.

  1030 Delta Blvd Dept ZZ4 Atlanta, GA 30354-1989

  
• 

  Virgin Atlantic Airways Ltd

  5758 W Century Blvd Los Angeles, CA 90045-5613

• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Avenue Norwalk, CT 06850

• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Avenue Norwalk, CT 06850

• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Ave Norwalk, CT 06850-3348

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled to fly from ************* to *************** on February 22, 2024 with my wife. I am a disabled older adult (68 years old) and paid for a Premium Class ticket. I was placed on another flight and forced to sit away from my wife even though I am visually impaired. My reservation number is HLZ27V. I paid to reserve a seat in the Premium Class cabin so that even after paying for Premium, Virgin requires that you pay for the set assignment even if you are disabled. Virgin is refusing to reimburse me for the amount I paid for this upgrade and I don't think that airlines should be able to discriminate against passengers to make more money. I am a visually impaired senior citizen and was not treat3ed fairly.

  

  Business Response

  Date: 04/09/2024

  Good afternoon,

  
  Thank you for your continued patience while we looked into the concerns you have raised on your most recent trip.

  
  Just to explain I have a dual role here in both Special Assistance and ************** We handle concerns in respect to the services our customers with disabilities/reduced mobility, it was pertinent that we were aware of the circumstances youve explained happening.

  
  Of course, while our customers do love flying with us and we receive such positive feedback, we know the occasional problems do still sometimes arise. I am very sorry to hear of the problems you encountered this time, but I hope you can be assured that we never let any issue go unnoticed and customer feedback plays an important part in helping us make necessary changes and improvements.

  
  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 have been left feeling disappointed is disheartening.

  
  I would like to assure you we take your comments and experience very seriously, especially as it was imperative that you received a supportive and comfortable journey. It is clear you feel very let down by us, so I have been looking into the circumstances you have explained. We absolutely want to make the entire process from making a booking to travelling as seamless and uncomplicated as possible, for all our customers. 

  
  Unfortunately, from starting our investigations we have been unable to confirm the details you have provided using booking reference HLZ27V as this is not a Virgin Atlantic booking reference.

  
  Please may I ask you provide the following details:
  Virgin Atlantic booking reference
  Ticket number
  Date of travel
  Flight numbers
  Full names of customers on booking

  
  Once we have this information we will be able to fully investigate your concerns.

  
  Kindest regards,
  
  

   

  **** de la *****
  Special Assistance Advisor
  Customer Care
  ******************************************************************** Ltd,
  The VHQ ******************, *******, RH10 9DF, **
  virginatlantic.com

  
  

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were flying round trip from ******** to the US and on the way back were bumped down from Business to Economy due to Virgin over selling a flight. They gave us a voucher to use for a free business class roundtrip. It has become next to impossible to use this voucher as they have since stopped flying from our home city. In an effort to meet them in the middle we were going to book flights to cities they do fly out of for a roundtrip flight. Then we're told they don't have voucher seats available for our dates and are asked if they're flexible. This is for business travel so the dates are not flexible. This "remedy" to the original situation they created has become useless. We spent over $10,000 on the original flight and to have the airline not make good on their mistake is quite expensive for us.

  

  Business Response

  Date: 03/23/2024

  Thank you for getting in touch with us through the Better Business Bureau. 
  
  As much as I would like to assist with your request, as you are not a named passenger on the booking or an authorised third party, I will not be able to discuss this matter further. 
  
  We will require the passenger to either contact us directly to discuss the matter or the passenger to get in touch with us to confirm and authorise you to act on their behalf. We would require the passenger to send a copy of their ID to confirm they have contacted us. 
  
  Once we have confirmed this, we will be able to address this matter. 
  
  Thank you for your understanding. 
  
  
  Kind regards,

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

  Customer Care

  Customer Answer

  Date: 03/26/2024

  Hello,
  
  
  I'd like to give my assistant, *********************************, authorization to work with Virgin Atlantic and BBB on my behalf as it pertains to my original reservation (Delta confirmation HSLRT8 operated by Virgin) and my voucher (code 934-025911). I have my ID attached per your request. Let me know if you need anything further to work with *********. 
  
  
  Thank you,
  
  *********************  /  CEO

  

  Business Response

  Date: 03/27/2024

  Dear ***** and *********

  Thank you for reaching back out to us. 

  I'm sorry you were impacted by an oversold flight back in September. I can see we issues you with a Select Voucher as per our compensation guidelines. 

  I'm sorry you have had issues putting the voucher to use. As an alternative to the Select Voucher, we can convert the voucher into *********** Points. This way the Points never expire, and can be used on partner airlines like Delta Air Lines, Air France, KLM and much more! 

  As you were downgraded from Upper Class, the conversion would be ******* *********** Points. We would then cancel the Select Voucher. 

  Please let us know if you would like to continue. 

  Kind Regards 

  Ffion 

  Virgin Atlantic ************* and Claims 

   

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21471270
  
  I am rejecting this response because:

  I would like to know what ******* points equates to on other airlines. We would potentially use this for a Delta roundtrip flight to ****** however I'm seeing a lot of those are more than ******* points for first class. My quick search for flights in April produced ******* points for a first class roundtrip flight to ******. We were promised a voucher good for a roundtrip first class flight for the hassle. If you would like to refund the original amount of the ticket, we can settle this complaint. Otherwise, we'd want points that would equate to a roundtrip first class flight to/from ****** on Delta. We are still losing out with this offer of ******* points. 

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

  

  Business Response

  Date: 03/28/2024

  Good Morning *********

  Thanks for your further correspondence regarding the ******* points in exchange to the Select voucher.

  I'm sorry to hear you've not been able to use your voucher for your preferred dates. We can only exchange the voucher for ******* points, so I can only recommend that we extend your voucher for a further 18 months.

  Our flights are released 11 months in advance, so you will have a better chance to use your Select voucher for future travel.

  If you do decide to exchange the voucher for ******* points, the points will not have an expiry date and can be used any time in the future.

  Please let us know your preferred choice and we can assist you further.

  Kind regards

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

   

   

   

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21471270
  
  I am rejecting this response because Virgin still isn't showing me that ******* points equates to a first class round trip on a flight ****** - ******** on a partner airline. We paid over $10,000 on Delta for these flights of which they were operated by Virgin. To me the only satisfactory answer here is to either get our money back or show me how those points equate to that dollar amount or flight. We will not accept "less than" what we paid the company for due to their choices that landed us here. 

  To add, we're a business and this is business travel. We can't and don't plan 11 months in advance for air travel. If you look, the original flights were booked in July for September travel. Therefore, I'd like to see that ******* points can get us a first class ************ 3 months or less of booking as well. 

  Again, Virgin oversold the flight and created this issue. It was pretty rough for someone that expected to fly business and get rest on an international flight to be downgraded with no other options to get home. It's being treated as points, a seat or a voucher as opposed to an actual human being that had to live this. Virgin is not giving fair or satisfactory options to remediate the problem they created. This was not a customer mistake or choice. The fact you don't fly in and out of ****** anymore adds another layer of inconvenience to this that we did not chose or create. 

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

  

  Business Response

  Date: 04/06/2024

  Hello *********

  Thank you for your response. 

  I apologise for not addressing your question previously. Whilst I cannot confirm that ******* points equates to an Upper Class flight as the value of the points is created in the way you choose to spend them, I can confirm that you can travel between the US and ** in the ********* cabin with ******* points. Of course this will be dependent on availability and dependent on the season you wish to travel.

  You can find further information on the points required for Delta flights below.

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

  I do not doubt how disappointing and frustrating it must have been to be downgraded which is why the Select Voucher has been provided to allow you to book a flight free of charge in the original booking class. 

  If you would prefer the ******* points, please let us know so we can exchange the Select Voucher for points. 

  Kind regards

  Sadya

  Virgin Atlantic Customer Care

   

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight ticket from ***-LON May 22 on 3/7/2024 1am EST Booking ref: DEJZWL. I booked wrong date and i wa nt to cancel it at once. They have 24h free cancellation but still charge me 50$. they said I booked on 3/6/2024 I don't know what time zone for customservice but I did booked on 3/7/2024.

  

  Business Response

  Date: 03/22/2024

  Thank you for reaching out to us.
  
  Im so sorry for the issues you have faced when trying to cancel your booking with us.
  
  I can see from our records that your flight was booked on the 7th of March *****, I do apologise that the agent made an error when charging you the $50 change fee.
  Our refunds team are currently experiencing a high volume of transactions and therefore the waiting period is a lot longer. Therefore I have set this up as a bank transfer and sent this to your email directly.Your case reference is VSCR-00578125.
  
  You do not need to reply to our email, simply complete your information in the attached link from the email and your payment will be sent to you.
  
  We hope to be welcoming you back onboard again soon. 

  Customer Answer

  Date: 03/22/2024

   
  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,
  
  Xiaoqi ****

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arrived for a flight that was continually delayed for four hours with no explicit reason or explanation. The information they gave, was 2-3 intercom announcements all of which were reciting different, confusing, and conflicting information. After four hours of waiting the flight was cancelled with very little detail. This screwed up hundreds of people days, cost them money and obviously stress. As someone who is only able to take one vacation a year and to have that vacation completely ruined is heartbreaking. I expect an apology a refund and an act of kindness or gift for the absolute travesty and headache of this issue. I will also add that the staff was ill informed and unable to help the hundreds of people begging to know what happened and why their day, trip, vacation was ruined. Better communication is a priority and this company showed a complete lack of capability in this area.

  

  Business Response

  Date: 03/16/2024

  Hello ********,

  Thanks for contacting the Better Business Bureau. I hope you're keeping well.

  I was sorry to hear that you were affected by a flight cancellation, I can completely understand how frustrating this must be for you, especially as this is a trip you're only able to take once a year. I hope you can accept my sincere apologies for any inconvenience caused. 

  I haven't been able to locate your booking reference or ticket number. Please could you respond with either of these and I'll be happy to look into your claim.

  Thanks again for reaching out, I look forward to your reply.

  Kind regards,

  *****

  Customer Care

  Customer Answer

  Date: 03/16/2024

  My booking ref#CPZYMC

  

  Business Response

  Date: 03/23/2024

  Hello ********, 
  
  
  Thank you for taking the time to get in touch with the Better Business Bureau. I hope you are well and had a wonderful time on your recent trip here to ******. We have not been having the best weather recently and I do hope the rain did not dampen your trip. 
  
  
  
  I was disheartened to read your complaint and to hear of the disappointment and frustration that was caused to you due to the cancellation of your outbound flight. As you can imagine, we will always try to avoid flight cancellations as we do completely understand how inconvenient they can be for our valued customers. I can not apologise enough that on this occasion it was unavoidable.
  
  
  
  As someone who also does not get to travel a lot, I completely appreciate how precious every moment of a trip can be and I am sincerely sorry for the sour start to what should have been a very well deserved break for you. 
  
  
  It is further disappointing to hear of the lack of communication you received during the disruption and that any information you did receive was conflicting. This is not at all the service we would expect for our valued customers and it is very clear we have not lived up to our usual high standards on this occasion. 
  
  
  As much as I would love to be able to offer you a refund for your disappointing experience, unfortunately that is not something we are able to do. I can however see that you may be entitled to monetary compensation under EC 261 Regulations. If you would like to make a claim for compensation under EC Regulation, please click the link below and complete this form. You will need to select the " Documents and Expenses" tab and then "Claim compensation for a delayed/cancelled flight". You can also upload any receipts for our of pocket expenses incurred using the " Claim expenses" tab. 
  
  
  ********************************************************************
  
  
  
  Please note that compensation will not be offered if the cause of cancellation or delay is beyond the control of Virgin Atlantic, or for disruptions which could not have been avoided even if all reasonable measures had been taken. Once your application is submitted you will receive an automated web acknowledgement almost immediately, and this will be followed by an email confirmation your claim has been logged along with your unique claim reference number. It is important you make note of this claim reference number and quote it in any subsequent communication. 
  
  
  
  I have ensured that the poor service you received has also been fed back to the relevant departments and do assure you this will not go unnoticed. We strive to always keep improving our service to ensure the best customer experience and I want to thank you for bringing this to our attention. 
  
  
  
  As a gesture of goodwill and to convey a further apology for the poor service, I have also added ***** points to your *********** account. Please be assured this will not impact on your compensation claim. 
  
  
  
  I hope we will have the pleasure of welcoming you back onboard in the near future. 
  
  
  
  Kind regards, 
  
  
  
  Rhian
  
  
  
  Customer Care. 
  

• Initial Complaint

  Date:03/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made two refund requests on February 21st, 2024 and February 24th, 2024. The reference numbers are ******** and ******** respectively. They are for a fully-refundable booking costing USD$7537.30. The booking reference number is CJYIZW. The booking was made on February 17th. In each response I received to each refund request, I was told the refund would be processed within ***** working days, but even though that amount of time has lapsed, the refund has still not been processed. Hence, I find myself to be decieved.

  

  Business Response

  Date: 03/11/2024

  Good morning *************

  I hope you're having a wonderful day today. 

  I'm so sorry for the delay in getting your refund processed to you, I understand how frustrating this can be. 

  I have checked your booking and I can see it's currently in our systems ready to be worked on. The current turn around for refunds is 18 working days, this can take a further 14 days to process into your bank account. I apologise for any further inconvenience caused to you. 

  Please be assured your refunds will be with you as soon as possible *************.

  Kind Regards

  Ffion
  Customer Care Advisor
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  ***********************************************************
  
  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21408599
  
  I am rejecting this response because:

  This is not what was promised to me.  I want it in my bank account by the 15th.  Thanks.

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

  

  Business Response

  Date: 03/19/2024

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

  I hope you are well.

  I'm deeply sorry to hear of the delay in your refund, I can fully appreciate how disappointing this would be for you. Please be assured this is never intentional.

  I can appreciate how frustrating being in a situation like this can be. I can confirm your refund has been actioned and processed on the 13th March 2024, please allow time for your card issuer to return these funds to your account, which I am unfortunately unable to determine their timeframe.

  As a gesture of goodwill, I have credited your *********** account with ***** points. I hope you can accept these points in the spirit intended.

  Your valued feedback will not go unnoticed and can assure you this will be raised with ****************.

  Once again, I do apologise for the inconvenience caused to you.

  We hope we can welcome you onboard soon.

  Kind regards,

  ********

  Customer Care Advisor

  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  ***********************************************************

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21408599
  
  I am rejecting this response because:
  

  I am not even a *********** member, so there is no way you can give me *********** points.  However, I am a Delta SkyMiles member and my number is **********.

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

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding flight confirmation #EJPBOG booked on Jan 7.We booked it early so we would have good seat selection. These days we consider it important to fly an upper class so there are only 2 seats and then the aisle. Our seats were 22A&B. Window and Aisle.Today I got an email saying the return flight was changed and also I needed to select new seats. To get back to an aisle/window seat is now considered premium and I would have to pay an extra $75 (per seat). How is this OK? I bought two seats and carefully selected those seats to meet our needs at a set price. Now you are going to hit me up for more money? I tried talking to an agent. He seemed to think it was perfectly normal to expect me to cough up an extra $150. I would also add that when I looked for flights I checked several airlines/times/etc. and chose that one because it gave us the best deal, etc. But if it had been an extra $150 from the get go? Maybe I would have selected a different set up. Now that avenue is closed to me, and I do not get what I paid for.

  

  Business Response

  Date: 03/05/2024

  Dear ***********************;
  
  Thank you for reaching out to us through the Better Business Bureau regarding your booking EJPBOG. 
  
  I would first like to apologise for the seat changes to your inbound flight from *************** to ***********. Of course, we strive to honour your seats wherever possible but due to operational and technical reasons, seats may be changed so your original seats cannot be guaranteed. We will try our best to match customers to the most comparable seats to what you originally selected however, this cannot be guaranteed either.
  
  Unfortunately, we don't currently have the ability to notify customers when a change happens. We recognise this has a negative impact to your experience and we are working to rectify this and build functionality in the near future.
  
  As much as I appreciate your request to be rebooked onto your original seats, should you wish to make a voluntary change or amendment to the booking, you will be required to pay any additional fee or fare difference. I am sorry I could not offer a more favourable response, but as this is the policy I will not be able to make any changes to the booking free of charge. 
  
  Currently, your seat numbers for the inbound flights is 24D and 25D. Please continue to monitor your booking should any additional changes may occur. 
  
  I hope you both have a fantastic time in ****** as we look forward to welcoming you onboard in May! 
  
  
  Kind regards,
  
  
  Customer Care
  *********************************************

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21385008
  
  I am rejecting this response because: of course you can honor the original seat assignment (or something equivalent) but you refuse because you want extra money. It isn't like the seats are not available.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/05/2024

  Dear ***********************;

  Thank you for your response. 

  I'm deeply sorry to hear your return flight experienced an aircraft change, which resulted in a change of seat assignments. 

  After reviewing your case, I am pleased to advise I have assigned seats 23A and 23C for your flight from *************** to ***********, on flight VS23 on the 11th May 2024, and all fees have been waived. 

  I can appreciate how disappointing it is to learn there has been a change to your upcoming trip, please be assured we will always try to minimise changes to our schedules and aircrafts, as we realise how much of an impact this has on our customers. 

  We look forward to welcoming you onboard soon and wish you a wonderful time in ******.

  Kind regards,

  Customer Care

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

  Customer Answer

  Date: 03/05/2024

   
  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

  Though I would like to share my dismay that you originally thought it ok to charge me to get the same seats I originally had. You changed the flight, not me, So you should have worked harder to make sure people get what they originally chose, and not shake them down for more money. It is a bad look. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  confermation #c4ujcc i flew a round trip march 20 2023 to april 19 2023 and earned 300 tier points which should have given me silver status bec they had a promotion for time being to earn siver status with 300 tier points instead of the usual 400 tier points .the official expiration date was supossed to be april 1 but i checked my account multiple times after that date and my account still stated that i only need 300 tier points to reach silver.i even checked on april 20 after my return trip and it still stated the same thing.but the issue was it takes a few days to update tier points and by the time it did update on my account it actualy expired. i even spoke to an virgin atlantic agent on april 19 2023 who confirmed that my account still stated that i would only need 300 to reach silver.i sent in a complaint to the airline and they were clear from the responses that if i had proof they would upgrade me but they wouldnt listen to the phone call i specified to hear the proof they just ignored me.till they sent me a deadlock email which said i should file with ************ which i fell for that it would be trustworthy.but i learned the hard way that they waste your time and dont look into the issue as promised.it took from september 11 2023 from the start till feb 23 2023 to get a negative response.all i asked was that they should request phone call and hear the proof as they wouldnt give it to me but of course they didnt bec its a hack.im just asking to get whats suppose to be granted to me for flying with virgin atlantic as is advertised.its also realy concerning that they refer you to a adr which is not trustwothy.

  

  Business Response

  Date: 03/01/2024

  Thanks for reaching out to us. 

  If I may explain, **************************** join our Virgin Atlantic *********** programme on the 02 February 2023.
  
  Our *********** program has different levels red,silver and gold, when you fly you will earn what we call tier points and to upgrade your status you need to earn so many tier points in a year. ***************** had to earn 400 tier points by the 31 March 2024 to become a silver member.
  
  On 08 November 2021 due to covid we reduced our tier levels to help our passengers and you would need to earn 300 tier points to become a silver member within the year. On 01 April 2023 we reverted back to our pre covid levels and members would need to earn 400 tier points within the year to upgrade.
  
  ***************** reach out to our ************* team to advise that he had earned 300 points from his recent flights, booking reference C4UJCC but is still showing as a red member. It was explained that our policy had changed on the 01 April, and he would need to earn 400 tier points to become a silver member.
  
  ***************** remained unhappy and believes that it was showing that he would only need 300 tier points on the ********************************************************************************************************************************** April as it was all updated on 1st April. We of course apologies for what has happened and offered a gesture of ***** points.
  
  ***************** would only need to earn 70 tier points by the 31 March 2024 to become a silver member. In light of the above, we are unable to offer 70 tier points and upgrade ***************** to a silver member.
  
  I can confirm ADR are a reliable and trustworthy avenue that we let our customers know they can contact for further guidance on their query once we reach the state of deadlock.
  
  As per ADR's determination, please see attached, they have ruled in our favour so we will not be commenting on this matter further.

  Kind Regards

  Virgin Atlantic *************

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21367306
  
  I am rejecting this response because: the airline is playing this game again!!!!.i have proof that my account stated i would only need 300 tier points to reach silver as i stated many times.when will you just listen to the phone call i specified many times.every time you ignore my claim which is very frustrating also that itself is proof that im right otherwise you would listen and tell me im wrong but thats of course not true.basically you dont want to honor what the online  account said which is concerning bec thats the advertising bait to get customers buy from you.so please listen to the phone call and not continue playing as if deaf to my claims and totaly ignoreing me.also the ****************************************************** this case.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/02/2024

  Thanks for your email.

  We have previously thoroughly investigated this matter and reached a state of deadlock, This was sent to ADR who provided their decision. Our position will remain on this matter. 

  Kind Regards

  Customer Care 

  Customer Answer

  Date: 03/02/2024

   
  Complaint: 21367306
  
  I am rejecting this response because:i dont understand why you wont listen to the evidence, the phone call i referenced.also adr's response is not be valid bec they didnt either listen to the phone call.*** also writes clearly that their decision is not binding on the consumer so i dont understand why you base your response on them.****** virgin atlantic doesnt want to honor what their site advertises which is very concerning for all consumers.the online site did state after april 1 that i would only need 300 tier points to be upgraded to silver i also saw it after my flight on april 20 state the same.the fact that virgin atlantic wont even once give a normal response besides contradicting me is unprofessional and misleading.again why wont you listen to the phone call i wrote about even while i complained the traditional way through virgin atlantic only just ignoring it as if i didnt say it.i also spoke to an agent and told her the same thing,she said she'll look into it but of course she didnt.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Virgin Atlantic *********** account has been closed by the company, and they refused to reinstate my account after me proving my identity, ownership of the points and miles, and relationship with the traveling passenger. They failed to provide any evidence supporting their false claim for my violation of terms, and this has caused material loss on my ends in being unable to access my account and miles.

  

  Business Response

  Date: 02/15/2024

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

  I hope you're well. 

  I'm sorry to hear you have been having issues with your *********** account.

  I apologise for any further inconvenience caused to you, however we are unable to interject or overrule the decision that our Loyalty team have made regarding your account. 

   

  For any queries or assistance regarding this, you would need to reach out to **************************************************** directly for more information. 

   

  Ffion 
  Customer Care Advisor
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  ***********************************************************
  

  Customer Answer

  Date: 02/15/2024

  
  Complaint: 21293762
  
  I am rejecting this response because:
  
  It's perplexing that within the same corporation, one team at Virgin Atlantic claims it lacks the authority to modify decisions made by another. If direct intervention is outside the immediate capability of your team, the appropriate and constructive approach would be to facilitate communication with the Loyalty team. I strongly urge that my message and request be forwarded to the Loyalty team, advocating for a collaborative effort to re-evaluate the situation and work towards a tangible resolution. It's crucial for internal teams within an organization to work in unison to address and resolve customer concerns effectively. This not only aids in maintaining trust and satisfaction among your clientele but also upholds the integrity and reputation of Virgin Atlantic as a customer-centric company.

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

  

  Business Response

  Date: 02/16/2024

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

  I hope you're well. 

  I'm sorry to hear that you are disappointed with my colleagues Ffion response. 

  I can only apologise for any further inconvenience caused to you, ************* are unable to assist further with the issue regarding your *********** account. 

  I kindly request you contact **************************************************** they will be the best team to assist you with your concerns and provide further information. 
  
  Kind regards
  **********;
  ************* Advisor
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  ***********************************************************

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21293762
  
  Hi Virgin Atlantic and BBB,

   

  Thank you for your response and for clarifying the roles and responsibilities within your organization. I understand that the ************* team may not directly handle Loyalty inquiries. However, I would like to inform you that I have previously reached out to the Loyalty Fraud team regarding my concern. It was only after not receiving further updates or a satisfactory resolution from them that I decided to contact your ************* team for assistance. Since ********************************************* exclusively owns the ************ it naturally assumes complete accountability for every aspect related to its management and operations. This encompasses addressing grievances through the BBB and any other communication channels, ensuring a comprehensive approach to customer service and issue resolution.
  
  As a customer, my expectation is that different departments within the same company would collaborate effectively to resolve customer issues. Therefore, I kindly request that my communication be properly forwarded to the appropriate team or individual who has the authority to address and resolve my Loyalty account issue. Given the circumstances, it seems crucial for there to be internal communication to ensure that my case is reviewed thoroughly and fairly. I appreciate your understanding and assistance in this matter and look forward to a positive outcome. Thank you for your attention to this issue and for facilitating the necessary internal coordination.
  
  Sincerely,
  *****************

• Initial Complaint

  Date:02/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE: Account ID ********** I am writing to express my profound disappointment and concern regarding the unexplained cancellation of my Virgin Atlantic account. This action has been taken without any clear communication or justification, which is not the expectation from a reputable airline such as Virgin Atlantic.To date, I have completed in a single transaction using points transferred from my **************** account to book a flight. Beyond this, there have been no other activities on my account. Despite this, my account was abruptly locked and subsequently cancelled on the grounds of alleged fraudulent activities. I want to state unequivocally that such claims are unfounded. I have diligently complied with all requests for information and documentation to verify my account and transactions, demonstrating my commitment to adhere to Virgin Atlantics policies and procedures.The lack of transparency and communication from Virgin Atlantic in this process is highly concerning. No prior notice was given before the account cancellation, nor was any explanation provided, leaving your customer in a state of confusion and without the points I rightfully owned.Given the circumstances, I request that Virgin Atlantic either:1. Immediately reinstate my account, allowing me access to my points and the ability to engage in transactions as per the programs terms and conditions, or 2. Refund the remaining points back to my **************** account from where they were originally transferred.This matter demands prompt attention to correct what appears to be an unjust and unwarranted action against a compliant customer.

  

  Business Response

  Date: 03/23/2024

  Hello ***

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

  
  I just wanted to pop you a quick email to let you know we are currently investigating this further and once we have the relevant information, we will be in touch as soon as possible.

  
  We appreciate your patience and I hope you have a lovely day. 

  Kind regards,

  *****

• Initial Complaint

  Date:02/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** October 5, 2023, I used the AmEx US points (Membership Rewards) in my name to redeem ****** Virgin Altantic miles. ** January 19, ****, I used ****** points to redeem an award ticket from ****** to ******** for my friend Mr. *************** who is studying in ****** for his returning home after the end of his school year.I paid ****** tax and received confirmation. But within a few days, my account was restricted from logging in, and later I received a tax refund without any notice. After contacting Virgin Atlantic customer service, I waited for a long time and was told to contact the ***************** The **************** told me that my account had been restricted due to fraud activity and could not be restored. The response was very vague, and Virgin Atlantic declined to tell me exactly why the account was closed.This is really completely nonsense. I uploaded the email from AmEx to prove that my miles were redeemed by myself buy they still decline to reinstate my account. I also read ********************************************** T&C to confirm that redeeming mileage tickets for friends is not a violation of the T&C. ************ is my junior high school classmate. We have been friends for 10 years. I did not sell this ticket to him, but booked this ticket for him as a favor to him. Before this, ************ had never flown on a Virgin Atlantic flight, and no one else had redeemed an award ticket for him.Before my account was closed, I had ****** Virgin Atlantic miles, which were worth approximately $700. Not being able to use those points is very unfair to me. I am also very dissatisfied with Virgin Atlantic closing my account and canceling my ticket without any notice or explanation. I can accept that the ticket being cancelled, but I cannot accept that the miles in my account being confiscated by Virgin Atlantic and can no longer be used. Therefore, I asked Virgin Atlantic to reinstate my account and refund my points, or return the points I redeemed to my AmEx account.

  

  Business Response

  Date: 02/07/2024

  
  Thank you so much for reaching out to us.
  
  I am so sorry to hear that your *********** account was suspended, and I can fully appreciate your frustration and disappointment.
  
  I have reviewed this today and can see that the Loyalty fraud team have advised that you have been in breach of the terms and conditions. They had also advised that we are unable to disclose information as it is owned by our fraud partners. Unfortunately,we are unable to comment further on the information and I can only reiterate what has been advised by the team.
  
  If you would like to dispute the case or you have any queries,you will need to direct this to ****************************************************
  
  Im so sorry I am unable to provide any further information in this instance.
  
  Kindest Regards
  Lorika
  
  Customer Care