Reply To: Shanghai flights cancelled

[JDB]

@NorthernLass – the big difference here is that a senior executive of Virgin Atlantic is openly sending an email in her name that fails to inform passengers of their rights and essentially tries to induce them into taking a refund which for many people would be wholly against their best interests. It comes against the background of similar fact behaviour on the two other recently pulled routes.

I don’t think you realise just how serious a misstep this is and that it’s actually not how other airlines behave.

BA not only gives a link with details of your statutory rights but has a clear and consistent rebooking policy for a variety of scenarios. Yes, agents may not always be very co-operative or knowledgeable about what they are allowed to do.