Reply To: Using travel voucher for points booking issue

[AL]

Terms 14 and 15 don’t relate to each other, from what I can infer. Do you have a link to the full terms as they are today? In my view, the terms at the point of issuance should still be valid – otherwise, the goalposts have been moved.

14 refers to receiving a voucher of equivalent value to the total cost of the Points plus taxes, which is how they’ll have ended up at the cost of your voucher. 15 relates to underspend and overspend, and seems entirely reasonable (spend less and you’ll get the difference back; spend more and you’ll need to pay it before ticketing).

Given this sounds a little like a HUCA issue (although you’re already going around in circles), in order of next steps I’d take:

1. HUCA until you get to the folks in Cardiff. A Welsh accent gives it away! They’re usually the most on the ball and flexible.
2. Email customer.care@fly.virgin.com, clearly explaining the issue and outlining what you consider to be a conclusion.
3. Raise a complaint at https://help.virginatlantic.com/gb/en/contact-forms.html?webform=feedback–compliment.
4. Write to Virgin Atlantic, The VHQ, Fleming Way, Crawley, West Sussex, RH10 9DF.

I would exhaust each step in turn. I would hope you won’t get to Step 3 or 4.