Reply To: Virgin Flying Club account cancelled

[AP11]

Lady London wrote:

I am waiting with bated breath, and wish the OP well.

The OP’s not delaying, he’s waiting for Virgin Exec floor to come back to him.

I hope whichever way it goes, he’s kind enough to come back and post the result.

I have finally heard back from them and this is the response I got:

I want to sincerely apologise that your booking was cancelled, and your Flying Club account was suspended. I can appreciate how frustrating and stressful this may’ve been for you.

After liaising with our internal teams, I have been advised that all our bookings are subject to random security checks. This is not only to safeguard our passengers but also to ensure our systems have not been compromised. It was during one of these that this booking was identified as having various anomalies not consistent with e booking route.

We do have policies that we need to adhere to. I can only sincerely apologise that your account was suspended in the process.

Please be assured that your account has now been reinstated, and the Virgin Points have been refunded. You now have 217,900 Virgin Points available to use. I appreciate you were looking to book with another carrier given the circumstances, but if you would like to rebook with us, please reach out to our Customer Centre team so they can assist you with this. You can reach them on +44 (0)34474 7747 from the UK or +1 800 862 8621 from the US. If you’re calling from somewhere else in the world, you can find the best contact number on your website.

I do believe that in this circumstance, an apology isn’t enough. As a gesture of goodwill, I have credited 15,000 Virgin Points into your Flying Club account. I know this will not rectify what has happened, but I do hope it goes some way in showing you how sorry I really am. I hope you can accept it in spirit intended.

I’m so sorry again. Should you need further assistance, please don’t hesitate to reach back out to us.

I hope we can welcome you onboard in the future, to restore your faith in us at Virgin Atlantic.