-
Upgraded PE to UC with 25,000 points and £279 air duty.
I later discovered in the process that they moved my flight to an earlier one without telling me. Thankfully I noticed and managed to correct it.
Now they’ve moved my seat without notice so I’m on opposite side of aircraft to my wife (lol don’t).
Virgin can’t change it so I asked about going back to PE as I felt I wasn’t getting an UC level of service.
Wait for it……. they want to charge me 6,000 points to downgrade and will only refund £226 in duty.
I seriously question why I stick with them.
That sucks! I take it you’ve tried to change seats by accessing your booking online?
Yes, they have middle seats we can move to but lose the daytime benefit of window seats.
I did suggest we’d accept 1D and 1G suite seats but they want the £400 for them – and I can’t see any value in them as we don’t need buddy seats or extra overhead baggage as only 2 of us. A bigger TV with seats facing the toilets and noise from the galley isn’t a selling point lol
Whats the justification of charging points to downgrade? The fee is probably the change fee, but the points?
They say the upgrade was during a points promotion – and the downgrade is at current points rate.
The refund is for air passenger duty as PE is less than UC – but they want to refund less to go UC to PE than the duty charged from PE to UC
Bizarre.
In this situation I would get in the lounge as early as possible and enjoy that and the UC flight to the max. My OH and I generally both go for window seats in CW as we see a lot of each other anyway and like to read and watch films while flying! I suppose it depends how much enjoyment is predicated upon sitting adjacent to one’s spouse but I would go for sitting apart in business to sitting together in PE every time (being together over 30 years and retired may come into this though 😂)
They say the upgrade was during a points promotion – and the downgrade is at current points rate.
The refund is for air passenger duty as PE is less than UC – but they want to refund less to go UC to PE than the duty charged from PE to UC
Bizarre.
APD is the same in UC as in PE
You mean their surcharges.
An email to the Executive Office and our seats are now showing as being together.
All sorted in a few hours but a shame the call centre Manager couldn’t (or wouldn’t) make the change in the first place instead of reeling off rules and regulations and basically being anti customer service.
Whats the best email for making an complaint to virgin Atlantic? I need to do the same unfortunately
How far away is your flight? I’ve been turfed out of a VS seat before but it turned out it was because there was a fault with the seat – think it was quite close to departure though (within 72 hours)
Whats the best email for making an complaint to virgin Atlantic? I need to do the same unfortunately
How far away is your flight? I’ve been turfed out of a VS seat before but it turned out it was because there was a fault with the seat – think it was quite close to departure though (within 72 hours)
We fly out on September 1st
How far away is your flight? I’ve been turfed out of a VS seat before but it turned out it was because there was a fault with the seat – think it was quite close to departure though (within 72 hours)
We fly out on September 1st
hmm – might be the same kind of issue then… don’t be surprised if someone is sat in your originally booked seat when you board – if its a broken tray table (for example), they still let off duty staff use the seat (in my experience)
We are now seated together BUT I am still double checking daily.
Executive Office also gave us 8,000 points each as compo which I declined as they had solved our issue quickly – they still awarded the points anyway.
It turns out they changed the plane to 330-neo so fewer UC seats. They would not have separated us IF the original agent had booked us under the one booking instead of splitting us (so VA thought we were singles)
Overall sounds like good customer service (eventually). Shame it often takes escalation to get there
Overall sounds like good customer service (eventually). Shame it often takes escalation to get there
It was EXCELLENT customer service (eventually)
Shame it often takes escalation to get there
I’m not sure it’s often that escalation is required. I have to eff about with the Gold line regularly at BA, for spurious reasons, whereas things are usually just sorted for me at VS.
- You must be logged in to reply to this topic.
Popular articles this week:
