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For the last 5 weeks I have been unable to log into my Flying Club account. When I try to reset my password, I get ‘something went wrong. Sorry about that’. I have called the call centre five times to be told my account looks “weird” when they pull it up and that IT will have to sort it. They haven’t. I have mentioned multiple times that I need to make a points booking, and the 4th guy was sympathetic and said he would expedite my issue and I would hear within 24 hours, but a week later, nothing. I also raised a complaint via the online form after the third time of ringing, but I didn’t hear anything back, so I have raised another.
I cannot put off making a booking any more, and so I will need to spend £120 to purchase enough points so that my wife has enough to make the booking for us. I would like Virgin to refund this at a minimum – it’s a purchase I shouldn’t have to make.
What additional compensation do you think is reasonable, given the hassle? Cheers!
Can they not even access your account to make booking for you?
They can’t see my points total, so they are unable to make a booking unfortunately.
A chap I spoke to a few weeks ago said he hadn’t seen this before, but the last chap I spoke to said that he believed a few people were in the same boat.
Sounds like a data migration gone wrong IMHO.
Are you trying to access it via the Virgin Atlantic website?
Have you tried different pathways to reset or view, eg Virgin Red App. Or logging onto their points shop?
Thank you. It fails via the Virgin Atlantic website and app.
I can log into Virgin Red, but my account is not linked to my Flying Club account.
I can also log in with shops away (which shows me the points total I expected to have as per the last update in AwardWallet in August).
When I tried to add my Flying Club number to the booking I made yesterday, it told me the number was invalid, and wouldn’t let me add it, so the problem is on the VA side of things.
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