Virgin Atlantic complaint help needed

[gill321]

I have been dealing with Customer Care for many weeks.

4 reward flights cancelled – no points or fees as yet refunded. Informed IT problem but don’t know when it will be fixed.

Most of transactions of my flying club account jave disappeared. FOI request submitted for full details of all transactions on my account – no acknowledgement of request received.

Cancelled another flight a couple of days ago and monies returned in 3 days but no points or reward voucher returned.

Customer Care respond to 1 in approx 6 emails.

Had many phone calls – told cannot speak to Customer Care and on speaking to Supervisor told nothing they can do and it will eventually be sorted but no idea when.

Can’t actually book new flights at moment as owed around 300,000 points from them.

Any ideas as to how I raise the issues to a higher level ??

Thanks

[Richie]

Do you mean SAR instead of FOI?

[Blair Waldorf Salad]

A SAR doesn’t have to be acknowledged upon receipt, though it is good practice to do so. It does however need to be responded to within a month unless mitigating factors are communicated to you.

[gill321]

Yes I sent a SAR but still not seeing the way forward

[JDB]

gill321 wrote:

Yes I sent a SAR but still not seeing the way forward

You have answered your own question here! An SAR request was entirely pointless in this situation.

You should escalate the matter to AviationADR – you may need to open a case for each PNR, so check the rules. It is probably first worth writing a hard copy letter to the head office with a chronology of the saga to date and giving them two weeks to refund you as set out in a schedule you should provide, clearly and precisely detailing the refund you are expecting to receive for each booking. This may jolt the, into action without needing to go to AviationADR.

[mrcrsearle]

Hi

Are all four flights booked on different bookings? Are you flying?

[gill321]

All four flights (2 persons each flight) are on different bookings.

No not flying – all cancelled.