Just been screwed by Virgin!

[mel_ntu]

Well how annoying.

DF and I are going to disney in 3 weeks and I booked the flights a week or so ago.

Looked on the net and saw on one website, flights with virgin and they were the cheapest I had seen.
Went on Virgins own website and the flights were on there, only £30 more expensive.

Well thinking that by booking throught virgin I would get a better class of customer service etc and feeling confident in their price guarentee that was very prominantly advertised throughout the booking process, I booked through them and claimed.

Heard back that the claim is not valid because the other site must have made a mistake on their website, and that virgin sales would ensure that these prices were removed in 24 hours.

Well its been 2 days and the prices are still there.

Have just sent an email to Virgin saying how disappointed I am in their attitude and level of service. I mean its £30. Whilst I am not overly bitter about this, I guess I expected them to honour this even if the other site had the price wrong or at least offer us something.

Hmmmm, first ever experience with Virgin, not impressed in the slightest so far.
Shame of it is, we are going to plan our wedding for next aug and so would quite possibly have booked 25 seats had my experience been better.

Will see, maybe the flight will change my mind.

Mel

 

[wilma-bride]

Sorry, I am not sure why you didn't just book the cheaper flights if they were exactly the same (i.e. both VA flights, same times, same departure airport etc.)

I have to say that I wouldn't have expected them to refund the difference in price especially if I booked after I saw the lower prices elsewhere.

 

[emily1982]

I didn't even know that Virgin price matched...I don't really think it matters who the flights are booked with at the end of the day, aslong as it's a known company...i would feel pretty safe. Don't see why they should refund the difference to be honest, they will probably easily fill the flights anyway.

 

[earthelves]

I didn't even know that Virgin price matched...I don't really think it matters who the flights are booked with at the end of the day, aslong as it's a known company...i would feel pretty safe. Don't see why they should refund the difference to be honest, they will probably easily fill the flights anyway.

 

[catherine]

Sorry, I am not sure why you didn't just book the cheaper flights if they were exactly the same (i.e. both VA flights, same times, same departure airport etc.)
I have to say that I wouldn't have expected them to refund the difference in price especially if I booked after I saw the lower prices elsewhere.

That's what I don't get!

 

[Claire L]

VA's price guarentee does say this in their terms and conditions -


6. The PG will not apply where:

a. the difference in cost between the purchase on www.virginatlantic.com and the cheaper online fare is the result of an error by the retailer of the cheaper online fare (in which case Virgin Atlantic will attempt to remove the retailer's cheaper online fare in 24 hours)

So in a way they are covered unless of course the other website can tell you it was not an error on their part.

Claire

 

[mel_ntu]

Thats exactly the part of the T&C's they quoted too.

Despite being recommended the website I had never personally used them so I guess I was just being a little cautious. Oh well, live and learn.

 

[wayneg]

I am with you on this one Mel, I have always known about Virgins Pricematch, I always planned to use it if I found cheaper elsewhere, why go thru a broker if direct is same price? Thankfully I have never found cheaper than direct for Virgin.
I did have a similar outcome myself 2 years ago with Tesco car Insurance, they were offering me £50 back if I renewed with them but saw a cheaper price. I renewed and sent in link to cheaper quote and they wriggled out of it. Didn't renew with them the next year.
If the price is still there I would be emailing them again, £30 is probably not an error.

 

[mel_ntu]

Thanks Wayne.

Have sent an email in and they have sent me a customer service satisfaction survey too! Waiting till tomorrow to fill that one in.

Its just so annoying when they say they have price match and then use the most ridiculous excuses to wriggle out of it. Have never thought about it before but your car insurance example has definately made me never want to bother again.

Oh well, only £30 lost.

Will let you know if I get any response from the email.

 

[Shooby doo]

Have to agree with Wayne,£30 doesn't sound like a mistake & I'm sure I've never heard of a Price match Guarantee that says "but only if we think that the other price isn't a mistake" ! I know it's only £30 but it's the principle
SD

 

[leicesterbob]

Which was the other website?

 

[kristieuk]

I think you are entirely right to feel hard done by, and Virgin should honour their price promise. That term is simply Virgin trying to protect themselves in the event another site accidentally advertises £35 instead of £350 ie by making a typo. £30 is simply a cheaper price and I can't believe Virgin are fobbing you off. £30 is £30 at the end of the day, and better in your pocket than theirs. I would fight this all the way. It's straightforward breach of contract. Can you get the other company the confirm their prices are not a mistake?

As an aside, I understand you preferring to book directly with Virgin. I used to use the Travelex price match against Thomas Exchange - the Thomas Exchange always had a better rate, but I preferred the security of booking through Travelex. It's your prerogative at the end of the day, and you would not have booked with Virgin if you hadn't believed you could take advantage of their own terms of sale.

Good luck

 

[mel_ntu]

Not heard anything as yet, will call them tomorrow if not heard anything by then.

The other company was holidaygenie.com

Its the principle of the thing rather than the £30 to be honest, I am just annoyed that I booked it in all good faith and they are trying to wriggle out of it.

Just checked and holidaygenie still has the cheaper price!

Mel

 

[wilma-bride]

Just out of interest, what dates are you looking at as I just checked Holiday Genie and there are no Virgin flights coming up at all for the next 3 weeks

 

[tink too]

That's shocking - seems to me that Virgin are just using that "error on the other website" excuse so they never have to price-match. Shame on them!

Hope you get a better response from them today, mel_ntu.

 

[mel_ntu]

Its the 21st to the 28th, there are loads of flights there. Man to MCO.

Well after numerous phone calls and a couple of emails later. I received this message a further 4 days after my second email.

As initially advised, our Sales Support department were informed of this and attempted to remove the retailer's lower online fare within 24 hours. While I sympathise with the disappointment you've expressed, I must advise in accordance with point 14 of the Price Promise Guarantee terms and conditions: "Virgin Atlantic Airways is the final authority on interpretation of these rules and no correspondence will be entered into."

So basically what they says, goes.

Oh well, never mind. Won't put a dampener on our hols,saved about £2500 on our accomodation anyway so the £30+ won't exactly break the bank

Mel

 

[wayneg]

At least we all know their price promise is a waste of time now. If they won't pay out a tiny difference of £30pp theres no chance if any larger amounts.
I would send an email back saying thanks for nothing, back to BA next trip.
Thanks for posting your experience anyway, helps others.

 

[jackieleanne]

I had doubts about having booked with Virgin to for the first time and having to deal with the Indian Call Centre when I never got my insurance policy through. However I soon changed my mind, when I found out that Virgin had informed the company that does the Chef Mickey Limo Dinner that it was my birthday the next day just by going off my birthdate I hadn't said anything at all, when we got to Chef Mickeys I then got all the birthday Magic like everyone else and I had the most wonderful time all thanks to whoever booked over our excursion to the Limo Dinner. Plus the flights and check in where very good.