So much for Virgin's good faith!

[Sue F UK]

As some of you may remember we had a 46 hour delay on our return journey from Orlando in February. In a generous gesture Virgin gave us all a letter stating that they were offering us a free flight on any Virgin route. Result!!

Today we started looking into booking our free flights. Not good news It turns out that the free flights are virtually unobtainable. The only seats that they apply to are the lowest 'x' rated fare. Of course these are the seats that sell out first so no chance of getting any for the school holidays in the foreseeable future.

OK, we thought we don't mind paying the difference to the normal economy rates, as we know these seats are available. We would even consider Premium Economy at the right price. But Virgin are having none of it. They will not let us pay the difference as they say our vouchers are worthless unless we can get the 'X' seats!!

Basically, if we want to fly in School holidays then we have to pay full price for our seats. If we want to go in November when Virgin's flights are half empty then we just might stand a chance!!

I am SO MAD!!! I feel that we have been lied to by Virgin, especially as we specifically asked Virgin staff at the airport if there were any restrictions on the free flights and were told 'No'

Of course, we have set our hearts on a July trip now so we will have to find the money for flights (non Virgin of course!) and hope that we will be able to get the free flights sometime in the future - although we are not optomistic.

What a bummer

 

[galaxy]

sounds like a case for BBC's 'Watchdog'.

I wonder if anyone else has had this problem/

Galaxy

 

[KayleeUK]

Not good news Sue

 

[Rain]

That really is dreadful!

Hope you are going to complain further.

 

[edie w]

That is disgraceful.

We were delayed for 23 hours on the way home last October and were given 50% off any flight worldwide. We have just booked for October 14-28.

Now we don't actually have the tickets yet, so everything could still go horribly wrong, but the travel agent (a N. American specialist) and the Virgin people on the phone have accepted the booking.

If there's no small print in the letter, then I think you have a case. Have you tried using a travel agency to help you e.g. North American Travel who are used to dealing with the scheduled airlines directly?

There's a discussion board on the website www.virginflyer.com where there are seasoned Virgin travellers. Someone there might be able to offer you advice.

Good luck!

 

[allie5]

Ah, tell me about it. Virgin wind me up BIG TIME with their "vouchers". We had masses of problems a few years back when we arranged our wedding and honeymoon in Orlando. I had to write a 4 page letter of complaint when we got home due to a variety of Virgin screw ups. Virgin Holidays said we could have 20% off our next booking (on top of any OTHER offer) and Virgin Atlantic via Richard Branson gave us another £100 voucher.

I tried to use them to book a few months later and the hassle I had was UNBELEIVABLE!! First, they wouldnt take both vouchers together, second they wouldnt let me use it because the Travel Agent had a 15% offer as well, third they said the voucher was only valid on the accomodation, fourth they told me the Virgin Atantic voucher was only valid on Duty Free not against a flight!!

Eventually, after a long hard slog, they accepted both vouchers against everything except the car rental and I got the Travel Agents discount. I think I got two weeks for about £700 all in, in the end!! But it wasnt easy. Anyone who tells me Virgin have "marvelous customer service" is likely to be brought up short with me. They are truly AWFUL.

All I can advise, is dont give up. Try speaking to a Customer service manager and GET THEIR NAME. COMPLAIN....loudly...on the telephone, by letter and e-mail. They will break in the end!!!

Allie

 

[RedShorts]

A few years back we had a problem with the return flight at Orlando and ended up with the free flights for the four of us. When we tried to use them, booking directly with Virgin, we could not get any availability for Orlando. They offered flights into Miami on the dates we wanted, not ideal but we accepted.
Generally, we felt satisfied and more than compensated for the problems experienced at Orlando.
Driving up to Orlando was just a blur as we just wanted to get to our Hotel. However the journey to Miami for the flight home was enjoyable as we mooched about various places on the way down.

 

[Mrs Dazzle]

Sue - how disappointing, frustrating and downright annoying. I've long suffered with a problem with Virgin Holidays.

If Virgin Atlantic's (if that's who your vouchers are from) customer services staff are anything like Virgin Holidays (and I'm sure they all go to the same training school, at least the people I've dealt with) there is absolutely no point in complaining over the phone. You must write your dissatisfaction and ask them to explain why, when you were promised one thing, you have been fobbed off with something else.

FYI, Virgin Holidays are one of the top ten complained about companies in the country

 

[Muppet]

Just to back what Allie said.

We took on Virgin a few years ago and it took a heck of a fight but we won.

We got 20% off and used it with the TA discount. Sent the voucher back for £500 and demanded a cheque in stead.

Once you get past the first round of dimwitts who are there to get rid of you it a bit more easy as it seems as if they actually listen.

Good luck.

 

[uktigger]

hi sue
how terrible of virgin i do hope you get things sorted out quicky

eve

 

[Sue F UK]

Thanks for the support guys. The annoying thing is that the letter (or voucher) we were given makes no mention of lower priced seats or even that terms and conditions apply.

A letter to this effect is winging its way to Virgin head office but I doubt it will do any good.

Will keep you all updated!

 

[edie w]

Hi Sue. What was the exact wording of your letter? Ours said "50% discount off any published fare on a future flight operated by a Virgin Atlantic aircraft". It APPEARS that is what we are getting, only I won't be happy til we have the tickets in hand.

It seems to me that our compensation is actually worth more than yours, even though you were more inconvenienced. At least we could have booked PE and paid half price - it seems. Certainly our tickets were not the cheapest ones - almost £750 at full value.

I do hope you sort something out.

 

[Sue F UK]

The wording of the letter was ambiguous at best:

"“In view of the circumstances and by way of an apology, I am pleased to offer you a complimentary round trip economy class ticket, operated by a Virgin Atlantic Airways aircraft on any one route not involving a stop, change of aircraft or multiple flight numbers.”

Thats the annoying thing, they lead you to think that you have options which they obviously are not prepared to honour. A fact which I have pointed out to them in my letter.

We will see what happens....nothing I bet!

 

[Beth__WDW23/6/02]

GR @ Virgin
Hope it gets sorted!!!