Virgin Atlantic problems!

[xxpeplyxx]

so we booked seat plus ages ago for my son, we also paid for an extra bag to!

I just went to my online booking, no extra bag no seat for my son either apparently, and as far as I am aware we have had no refund!! I plan to go in to town tomorrow to get my statements from the bank printed out tomorrow. My argument is why have we not been so much as informed! The person I just spoke to on the phone said they cancelled the extra baggage that I had paid for separately along with the seat plus!! Why would they do that!! I cannot talk to someone until 9am tomorrow, I am so angry, especially as seat plus is still advertised online...... so anyone know how I can go about this, has this happened to anyone else? my sons massive for his age (20months now, 22 months at time of flight) and he will need a seat hence the reason for us purchasing seat plus, but we really don't have the time to get all that extra money on to purchase a seat on the flight, had we actually been informed months ago when they cancelled we could have saved the extra money to do so

I'm Fuming!!!!!

 

[sam_rogers]

I've never had this specific problem with virgin but after using them once to fly to Orlando and once as part of our flight to Hawaii for our honeymoon and having nothing but problems on both trips even though they were several years apart, we've decided never to fly with them again. I really hope you manage to get it sorted and Virgin pull their act together!

 

[xxpeplyxx]

I've never had this specific problem with virgin but after using them once to fly to Orlando and once as part of our flight to Hawaii for our honeymoon and having nothing but problems on both trips even though they were several years apart, we've decided never to fly with them again. I really hope you manage to get it sorted and Virgin pull their act together!

Am sorry you've had 2 bad experiences

We have used them Twice and had fantastic flights and no problems both times! I even paid extra to fly with them (all be it only a little extra) this time, I cannot even begin to imagine what a flight will be like with no seat for him!! he will not sit on a lap, he doesn't do cuddles, it just wont be doable, when I booked seat plus I originally asked for an extra seat at any cost for him as we had the money to do it then, the person I spoke to on the phone said "oh it wont cost much as I can book seat plus for you" it angers me that I could have paid extra then and not had the stress now!! Now we don't have the extra money and we also don't have a seat for him I'm already an extremely nervous flyer, now I'm even freaking out 100x more!! I'm literally at a loss on what to do and have the worst feeling that I'll likely get nowhere with customer services tomorrow, its just one stress I really really didn't need right now

 

[xxpeplyxx]

Am sorry you've had 2 bad experiences

We have used them Twice and had fantastic flights and no problems both times! I even paid extra to fly with them (all be it only a little extra) this time, I cannot even begin to imagine what a flight will be like with no seat for him!! he will not sit on a lap, he doesn't do cuddles, it just wont be doable, when I booked seat plus I originally asked for an extra seat at any cost for him as we had the money to do it then, the person I spoke to on the phone said "oh it wont cost much as I can book seat plus for you" it angers me that I could have paid extra then and not had the stress now!! Now we don't have the extra money and we also don't have a seat for him I'm already an extremely nervous flyer, now I'm even freaking out 100x more!! I'm literally at a loss on what to do and have the worst feeling that I'll likely get nowhere with customer services tomorrow, its just one stress I really really didn't need right now

oh and not to mention the baggage costs have gone up to since I booked the 1 extra bag for the flight home! It's only £5 difference but I begrudge paying extra, when at the time I booked it I was told it was booked and paid for, I'm just so angry they didn't even think to contact me to let me know!

 

[tinkerpea]

That sucks!! They should not have cancelled your extra baggage at all without asking you first, so I imagine thy will have to give that bk at the price you had originally paid!
I do know they are phasing put and stopping seat plus, as I asked for it for flights in September and was told there not doing it anymore!
However, they had already sold it to you and from what I heard, they Was allowing people to keep them,so I would ask to speak to a manager and keep going up until you get the seat plus back.or a seat for your child for the same price.
Good luck

 

[Elise79]

The baggage they should honour but unfortunately I think the seat plus had a T&C that was a get out cause in that they cancel it although they should have told you have told you.

Not ideal but could you book him a seat and pay for it on a credit card and pay off a bit at a time?

Just an FYI in case you get your seat plus back - as he in under 2 he will still have to sit on your lap for take off, landing and anytime the seat belt sign is on. If he has a separately ticketed seat he can have an infant chair put on his seat and then he can be restrained in that during the times the seat belt sign is on.

 

[Jon84]

The baggage they should honour but unfortunately I think the seat plus had a T&C that was a get out cause in that they cancel it although they should have told you have told you.

Was just gonna say the same, they can cancel seat plus as they please.

I'd put money on their being a small print saying that they can cancel your extra baggage too if they feel like it!

 

[xxpeplyxx]

I've posted on their Facebook page and they asked me to inbox my details over, fingers crossed they do something but I really am not holding out much hope

Just bothers me that I wasn't informed at any point and that had I not seen the bag was missing off of my details on my booking, I wouldn't have known until the day I flew!

As for the credit card I only set myself a small limit on a credit card and that's used! So not such luck if using a credit card to get my son a seat.

I'm sure it'll just end up being a flight from hell I cannot even begin to imagine how stressful it'll be

 

[Jon84]

I've posted on their Facebook page and they asked me to inbox my details over

Is in my experience the worst thing you can do. No one takes any ownership of the problem on their social media team, they just fob you off with standard responses.

Best bet is to get on the phone

 

[xxpeplyxx]

Ok so I received a message, he apologised as there was a note on the system to contact me at the end of August regarding the changes they had made and there was no note on the system to say that anyone has tried to contact me, but he said the extra baggage can be withdrawn from the flights at any time, and a refund is given if this is the case, however he has added extra baggage for the flights for me free of charge so this I am obviously very thankful for but to be fair I was more worried about the extra seat, he did also say he has emailed the relevant department for me regarding seat plus to see if this can also be given back to me but he will have to wait for the reply, here's to hoping, although I won't get my hopes up too much.

 

[Sunset_Princess]

Really sorry you have had this problem but also thank you for bringing my attention to seat plus. I didnt even know it was a thing. Ive pro booked our seats and the seat beside us is still available so I am going to see if I can do seat plus for my 22 month (at time of flying), that would be a a big help!! Hope you get yours back xx

 

[xxpeplyxx]

I am pleasantly surprised at how fantastic they have been, and how fast everything was dealt with, they have given us an extra bag Botha ways with no cost and also given us seat plus for our son each way at no cost also! Am over the moon happy, and so grateful that they have been so amazing, couldn't have asked for better customer service

 

[Sunset_Princess]

Oh wow that is really good! So it all turned out better for you in the end!!

 

[Jon84]

it's not as simple as them giving you the seat next to you.

Your seat selection you've already paid for is refunded and you are slotted in where possible at checkin.

Bear in mind that with Seat Plus they can also split the party up to give you he extra seat.

So if there are 2 adults and 2 kids, they could split you up rather than giving you a row of 4.

Also, from the current small print it looks like this is only available up to 1st Nov this year

 

[Sunset_Princess]

We travel June 1st so fine for us. Will give them a call anyway.

 

[Jon84]

We travel June 1st so fine for us. Will give them a call anyway.

That's good

Fingers crossed they can get you all together. You will deffo be allocated seats at the airport

 

[Tash87]

They must of changed the date as I thought it was ending 1st May.

Agree with @Jon84 you will be seated anywhere, only one of you have to be sat with your son in seat +. That's the risk you take.

 

[xxpeplyxx]

not fussed where we are seated, my son has a seat and that's good enough for me, even if we are dotted about the plan, we can all swap and change and take turns with my son, in fact if we are apart it means that those who are not sat with my son can have a well deserved break just needed that extra seat so bad, he doesn't sit on laps, he isn't a cuddly baby at all and a lap is like the worst thing that could have happened, so the worst case scenario is dealt with, I will take anything else with a pinch of salt

 

[Tash87]

This is one reason why we waited until my son was over 2, cause having him sit on our lap on the plane would be an absolute nightmare.

It's good to hear a positive experience with virgin Atlantic sorting your issue out.

When your departure date gets closer I would give them another call just to make sure it's all still in place.

 

[xxpeplyxx]

This is one reason why we waited until my son was over 2, cause having him sit on our lap on the plane would be an absolute nightmare.

It's good to hear a positive experience with virgin Atlantic sorting your issue out.

When your departure date gets closer I would give them another call just to make sure it's all still in place.

I most certainly will!! but I have it all in messages that were sent any way so the fact I have it in writing helps