Maximise your Avios, air miles and hotel points

Forums Frequent flyer programs Virgin Flying Club Virgin Flying Club account cancelled

  • JonathanC 103 posts

    Yikes, thanks for pointing that out.

    This sort activity is definitely swimming in deep water with just about any type of points account. Just about every account holder knows this.

    If you can put a price on points, some can perceive the points to hold cash value, and that in turns leads to things like the ongoing lawsuit in Germany where someone is trying to get a very large cheque for their balance of M&M points, as a result of the case, Lufthansa had to make sure there were loopholes that anyone could try and use to say that their points have cash value

    cin3 166 posts

    That’s nonsense. They all sell points themselves so you can obviously put a price on points.

    mrcrsearle 99 posts

    If you sell points, you deserve to get your account canceled & closed.

    AP11 21 posts

    Hi

    If you transferred the Amex points from a card which was not in your name then Virgin will treat it as a clear case of you ‘buying’ points via a mileage broker. Your account will not be reinstated.

    (Virgin also knows something you don’t know – whether the same Amex account, if it isn’t yours, has been used in the past to send points to other Flying Club accounts. This is very easy for them to spot.)

    There is nothing else I can see which would have caused this. Virgin is very ‘hands off’ with account closures compared to many airlines.

    Clearly it seems Virgin knows nothing as till date they haven’t been able to give me a legitimate reason for cancelling the account and my flight. They are still liaising with their internal team to resolve this. I have provided them all the proof of all my transaction and they now seem to be scrambling to find a reason why this was done.

    Any recommendation who I can reach out to as the Executive team is using the same dumb excuse for last 18 days now.

    AL 577 posts

    till date they haven’t been able to give me a legitimate reason for cancelling the account and my flight

    They have. They allege you broke the terms. It’s their scheme and, as members of it, we play according to their (quite transparent and, on the whole, quite fair) rules. If they think you’ve broken the terms, as frustrating as it might be, the only thing to do is to wait – fraud investigations are complex, and often have other ramifications.

    The Executive Office is the top of the chain. They are usually, based on plenty of anecdotes, very good at resolving problems. You’ve been to them, from the sounds of things, so they’re aware of things. There isn’t a next level up, really.

    MF176 187 posts

    Would love to know what you’ve done wrong that you’re forgetting to tell us!

    Kowalski 105 posts

    Would love to know what you’ve done wrong that you’re forgetting to tell us!

    Feels like a lot of people are following this thread wondering the same thing, waiting to see if we find out

    JDB 4,360 posts

    Would love to know what you’ve done wrong that you’re forgetting to tell us!

    Yes, this has been a concern all along. If the OP followed the initial advice I and others offered at the outset, he now appears not to have followed through with any action which won’t help VS take him seriously.

    HampshireHog 120 posts

    Annoyingly it seems that often the original protagonist goes quiet and oft never returns after their original righteous indignation. The sceptics amongst us then draw the logical conclusion.

    Froggee 898 posts

    Well I’m a little bit disappointed at y’all. It’s the season of goodwill so please can you give @AP11 the benefit of the doubt.

    TooPoorToBeHere 238 posts

    I hope the OP is innocent and receives full recompense and an apology.

    However – the pattern on forums with complaints of this type is overwhelmingly that the complainant has violated the T&Cs and knows that they did so. The problem I think is that often the T&Cs violation (purchase or sale of seats or points, skiplagging, whatever) comes a long time before the consequence and little explanation is provided.

    List 26 posts

    Annoyingly it seems that often the original protagonist goes quiet and oft never returns after their original righteous indignation. The sceptics amongst us then draw the logical conclusion.

    Since the op last contribution yesterday! Sceptic away at your leisure.

    Misty 215 posts

    Well I’m a little bit disappointed at y’all. It’s the season of goodwill so please can you give @AP11 the benefit of the doubt.

    This + 1. I’m really terrified incase my account does something odd and need to come here for help.

    dougzz99 623 posts

    Would love to know what you’ve done wrong that you’re forgetting to tell us!

    I get the skeptics. But don’t you think given the wonders of airline IT there’s a possibility they may have a legit complaint.

    MF176 187 posts

    Would love to know what you’ve done wrong that you’re forgetting to tell us!

    I get the skeptics. But don’t you think given the wonders of airline IT there’s a possibility they may have a legit complaint.

    There is a chance, yes, and perhaps my comment here is a bit obtuse which I acknowledge. Either way, fingers crossed for a swift resolution one way or another.

    Andrew. 481 posts

    Any recommendation who I can reach out to as the Executive team is using the same dumb excuse for last 18 days now.

    Just get yourself around to the Executive Offices on Monday morning. Nothing sorts out a problem quicker than a Customer turning up on the doorstep of the company (or the front door of a company director).

    I assure you, every time I have done it, it has been successful.

    NorthernLass 7,531 posts

    @NorthernLass – “Going Equipped to Cheat” is an offence under s25 of the Theft Act 1968. The offender was therefore convicted of theft or stealing if you prefer. While the case didn’t turn on the issue, the prosecution used a valuation of 1p for the Clubcard points something accepted as a matter of law (ie not something for a jury to decide). You can be quite certain that if the prosecution were incorrect the defence solicitor/counsel would have raised the matter in pre-trial hearings for the judge to determine. The slightly unusual charge was just a smart way to prosecute the crime which was stealing the points.

    He wasn’t convicted of theft. The Theft Act covers a multitude of offences, for example burglary (as well as the Going Equipped offences) which don’t require any actual property to be stolen to have been committed.

    The office committed was the offender taking the coupon, which could be scanned repeatedly, to Tesco, with the intention of fooling the scanner into giving him points. Actual obtaining of the points was unnecessary for the offence to be complete.

    A more common example of “Going Equipped” would be if you caught someone one night dressed in gloves and a balaclava holding a crowbar next to your window. They haven’t actually broken into your house and stolen anything, hence the alternative charge would be most likely to be Going Equipped to Steal.

    The guy had enough points for 6 return flights to New York – do you really think CPS wouldn’t have charged him with the more serious offence of theft if they thought this had been committed?

    Lady London 2,038 posts

    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.

    AP11 21 posts

    Would love to know what you’ve done wrong that you’re forgetting to tell us!

    I see the thread has become a bit more interesting now and glad to know that there are always people that feel someone is guilty before hearing the full story. I wouldn’t be wasting my time if I was at fault and guilty of all the reasons virgin has just copied and pasted from their T&C.

    I light of everything is happened I can assure that IT system as as flawed as other companies otherwise we wouldn’t have error fares and other issues that come up time to time.

    AP11 21 posts

    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.

    PeteM 714 posts

    Well done! I don’t think 15k points is an appropriate level of compensation though – I’d ask for more.

    rams 223 posts

    Glad to see resolved though not sure 15k is enough for the hassle and angst caused

    JDB 4,360 posts

    @AP11 – well done overall, but they haven’t reinstated your booking, so unless the seats are still available, the GOGW 15k points won’t go very far which is quite annoying as that would seem the most important part of the fix. Asking you to call the Customer Centre isn’t really enough.

    Misty 215 posts

    Glad you got this resolved, so it sounds like you were correct and it was an IT issue all along (the amount of IT issues airlines/loyalty schemes have astounds me). I hope this has all come through in time for you to re-book your flights. If it hasn’t maybe ask for some more miles due to the disruption it caused to your plans.

    AP11 21 posts

    The original flight have now been booked and I haved booked it with a different airline.

    I have asked for 100,000 points or accommodate in on a virgin flight to my destination.

  • You must be logged in to reply to this topic.

The UK's biggest frequent flyer website uses cookies, which you can block via your browser settings. Continuing implies your consent to this policy. Our privacy policy is here.