Help Needed!!!!!

[elkvideo]

Hi,
We have just got back from our holiday, we flew with virgin upper class and have just sent a two page e-mail to them. we had many problems and issues. we had a few problems last year and received 15000 air miles, can anyone tell
me if they have complained and got given airmiles. i do not know what is a good offer.
hope someone can help me!

 

[wayneg]

Really only you know how bad the service was and what you feel is suitable compensation.
Only thing I can tell you is my Brother usually flies P/E or UC. Last year he flew BA UC(or their equivelent) and felt Virgin P/E was better than BA's top service. He told BA and they gave him 50,000 miles.
If you have had problems 2 years in a row maybe use another airline in future? you shouldn't be having problems in UC.

 

[Frances999]

What were the problems, if you don't mind me asking? I too had a few UC problems a couple of weeks ago (although it was the LHR/SFO route not LGW/MCO). The service definitely wasn't up to the usual standard for my trip. I sent an email and they credited our flying club account with 30,000 miles which I was more than happy with. Perhaps you should try a follow-up message and see if they will be a bit more generous. 15k seems to be the lowest they give.

 

[elkvideo]

HI, thanks for your posts.
In answer to your question, our problems.........

V Room was not open so everyone poured into the club house! No upper class service there.

Queued to get on the plane with economy!! No priority boarding.

Grubby cabin with food crumbs awaiting us on the pods, sticky finger marks and pen marks on the seats with chipped plastics! Run Down.

Some lucky women had an upgrade to Upper Class and invited her mate to join her at the bar for nearly 3 hours drinking winw and getting served first!

Freedom Menu was not available again. was fed with whatever they had available.

Premium economy got off the plane first!

Upper Class Luggage came off the plane with everyone else in economy.

Much the same on the return flight.

What was yours?

 

[Frances999]

That is absolutely dreadful! I would have been furious. My problem was nowhere near as bad as that, I just felt the service was not as good as normal since I constantly had to go and ask for stuff. In addition, the check-in agent was very rude when I simply queried, in a perfectly nice way, about why I wasn't given my requested seat. You should definitely be fighting for more than 15k miles. That series of events is completely unacceptable. The fact that they were selling V-Room tickets when it isn't even open is ridiculous; those customers should have been refunded, not given clubhouse access. It must have been full to the brim!

 

[UKDEB]

Emma, that's simply appalling. Virtually every advantage of flying UC has been compromised - I'd be furious. In your position, I'd be just as anxious to get an explanation as I would compensation.

Would you post back here to let us know their response?

Incidentally, as a frequent PE traveller, I know that letting PE pax off ahead of UC is by no means an isolated occurrence. We normally sit at the back of the upstairs cabin and are therefore waiting at the bottom of the stairs when the doors are opened. More often than not we're the first people off the plane. Obviously, I'd have no objection to being held back, but I'm not going to stand there and wait when they're telling us we can get off.

 

[elkvideo]

Hi,

Just to give you an update, we looked at our flying club accounts today to see if our miles were on there from our holiday. we found that we had received 10,000 miles each from customer relations, no e-mail or letter to explain.
Does anyone think this is a fair offer?
hope someone can give me some advice.

 

[CustardTart]

Hi Emma. Sorry to hear of the problems you experienced. Whilst we didn't have all the issues you mention, we were seriously held up at LGW both getting off the plane and collecting our luggage. As the flight was already delayed and my DD and DH were going straight to work, we were less than impressed. Have drafted an email to VA and will let you know how we get on...

As far as your 10k credit goes, I know my DH got that just for complaining when UC ran out of his preferred choice of red wine on a LHR/JFK VA flight last year so you may want to give it another go...

 

[elkvideo]

Thanks for your post, i hope you get on well with your e-mail to Virgin.
We have sent another e-mail to Virgin as not very impressed with there customer service and the offer.
Hopefully will get an explanation from them regarding there procedures.
Will keep them you all posted.

 

[kevin_cambs_uk]

I gave up trying to complain,
got an email back saying this was not the email address for complaints !!

next time back to BA.

Virgin have lost it

 

[Dimplenose]

I may be odd, but I think being credited with airmiles for lack of service is an insult. If you paid for UC service and didn't get it I'd expect a refund in real money of the difference between the service paid for and that received.

 

[nibbo]

I know my DH got that just for complaining when UC ran out of his preferred choice of red wine on a LHR/JFK VA flight last year

I wonder if that would work if us mortals in economy complained about being served up with a crappy vegetarian (no offence to vegetarians btw) meal when our choice of meat dishes has run out..... I think not. At least we get an ice cream though

 

[CustardTart]

I wonder if that would work if us mortals in economy complained about being served up with a crappy vegetarian (no offence to vegetarians btw) meal when our choice of meat dishes has run out..... I think not...

Don't see why not. Here's the Flight Feedback link...

 

[nibbo]

Don't see why not. Here's the Flight Feedback link...

Thanks for the link. Do you still complain direct to VA even if you book through VH?

 

[CustardTart]

Thanks for the link. Do you still complain direct to VA even if you book through VH?

I did - the flights were part of a FlyDrive package booked thro' VH...