flying with Virgin

[california37]

hey again!!!

So we've just been in the phone for about 2-3 hours today to Virgin and got nowhere... Am hoping someone on here may know a bit more...

Basically we paid approx£1800fir economy return in nov last year for aug-sept dates this year... We paid miles plus money to get this price. Having done some calculations - we wanted to upgrade on the return to premium economy, which we have done on this fare in the past at checkin. Flying with 2 Los we decided we wanted that guaranteed now rather than wait. So calling Virgin, we first got a a lady who quoted £2300 approx to upgrade cash or an extra 5500 miles plus about £900. We though both very steep (considering making the booking today would only be about £300 more!!) so I called back this evening-got a different bloke who quoted me either 38275 miles plus £950 or £1985. I asked about what the prev lady had quoted and he said that wasn't anoption. Also informed that it was a non-refund tix (so no option to cancel and start again) which we not told at point if booking!! And we had been told it was upgradable!! Clearly it isn't unless I pay the whole fee again!!! Nightmare!!

Do you think if we take it further with customer relations we would get far? Or just leave it and chalk it to bad luck? We've flown with Virgin every year since 2006 and we've noticed a slip in customer service since then. We've had a few mess ups before but this time we've been misinformed royally!!

Arrrggh! Rant over

Any thoughts would be greatly appreciated!!

 

[scoobydooby]

Where is the poor customer service? I know you're not getting the price you want but flight prices go up and down in a bonkers way all the time. It's a constant gamble IMO and once you've oressed go you've pressed go. Keep calling. You will probably get 20 more different responses yet!!!

 

[california37]

I guess the fact that before we booked it last nov we were told that the ticket could be upgraded and that we were not told specifically that we couldn't cancel the ticket (we cancel and we get no refund-would have cancelled and rebooked,paying the additional cash if it was an option!) the fact that the first last misinformed is as to what we could do (pay a bit more and pay more miles to 'upgrade') and that the only option to upgrade would be to pay the same fare we did to start which we may as well pay and get 6 seats for the price of 3!!!! I don't mind paying more (expected to and have done so in the past) but the advisors appear to be telling different stories. Yes prices do fluctuate but the web prices have been the same for a few days now (so this is not the reason why we were told different amounts in the space of 5 hours)... Just really kinda annoying and they will be receiving an email later... Prob amount to little but worry a go!

 

[Elise79]

The only fares which are refundable in full are the fully flexible very expensive fares. All other fares are non-refundable except for the taxes which they have to refund if you cancel.

If you have booked a miles plus money fare call the flying club number for your upgrade options. If you are going to a miles and money PE fare it will be an extra 5500 each return plus the extra taxes and the increased fare. The extra taxes for an adult are £71 and £142 for a child. If the extra £900 cash on the miles fare was for the 3 of you then that sounds very good.

 

[ChipnDaleRule]

if i were you id wait until your at the airport and ask what the upgrade price is at the desk.We did this last August and paid £150 per adult one way.It doesn't matter what your flying code is at that point,anyone can pay to upgrade if they have the availability.Prices can fluctuate though,we've seen upgrades as high as £250 Per adult.
Each ticket is sold within a code e.g. e,f,g. each of these codes have different restrictions,VA have a list of them all and restrictions on their website.