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Lady London 1,957 posts


Virgin : “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”.

The OP : “this is my first booking and all of them was with KLM from AMS.”

Not sure how this can be your first booking.
You say “all of them was with KLM from AMS”

So which is it?
Were you earning on multiple flights from AMS with KL, but this is the first time you booked an award using points with Virgin?

If so it looks like someone having personal history with UK and US addresses, yeah that was OK, but flag up that every ticket that earned points on the account had its first flight departing a third country… (AMS)…From an airline point of view I can just about see they might have a control in place on booking award tickets which your booking triggered an alert on in an audit job run after the booking was made. But it’s stretching things though. And trigger happy if the account was then suspended without a manual review.

Of course it would be more spicy if your trips from Amsterdam touched the famous US compliance list including any of Cuba, Syria, Liberia, Iran etc. But I bet you travelled to innocuous destinations.

Or the other theory, perhaps Virgin wanted to take back your Christmas flights to sell them for much, much higher revenue instead, or to get enough seats for a high-value multiple seat booking (perhaps for some entertainment star + entourage that booked late) and looked around for whose booking could they cancel to get that seat back that they needed. The fact that they didn’t reinstate your booking, which especially as they admitted it was their fault they should have done, and abandoned you to try to make a new booking with Customer Services supports this.

Though why your account needed to be suspended as well
… that’s just plain nasty.

For the loss of your Christmas booking I’d say 100,000 or 2 return tickets in Upper to any of their destinations would indicate some sort of remorse and attempt to make right.

Frankly their apology is just not good enough.

I agree with you – walk away from Virgin as whatever caused this isn’t going to go away, If there was a security issue you’ll probably find SSSS on your boardong pass too many times in future.

Or if it was a commercial issue or even just a mistake, they haven’t apologised enough nor made it right so again, walk away.

(But try to make them make the right level of apology first.)

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