Taylor Veterinary Hospital Inc

Our ref: ***
February
** *** ***
*** *** *** **
*** ** ***
Dear ** ***
This letter is in response to your inquiry with the Revdex.com reference ***
I was so sorry to read that your cousin had
recently passed away, please accept my sincere condolencesI appreciate that this must be a very difficult time for you
I completely understand your frustrations regarding your refund claim, it should have been 100% clear as to what the procedure was going to beSo please accept my apologies that this wasn’t the case
I have contacted our Refunds team directly and as a gesture of good will I have asked them to fully refund your non-refundable ticketThe refund team have logged this request with claim reference *** This claim is now being calculated and once completed, will be processed back to the original form of payment used to purchase your ticket
Please note that refund claim can take anywhere from 4-weeks to be completed and that it might be another card statement before the refund is applied
Once again, please accept my sincere apologies for your recent experience with us
Kind Regards,
Mary-** K***
Customer Relations Executive
***

Dear ***, During ***s stay with the Hospital she was given hourly walk by’s and was not kept in a “pool of blood” as you described. If you would like we would be more than happy to provide detailed records showing that *** was checked on every hour from the time she was admitted to the
time she was discharged Her care with us was taken with the utmost diligence but you were also not charged for critical care, but for moderate care as you can see on the invoice that was given at her discharge time. The plan that was made with Dr*** was to change her bandage after hours which was still the plan as she was on the schedule to have the bandage changed at 1pm 2/6/She was initially seen with us around 12pm on 2/5/ The scheduled bandage change was interrupted when you came and decided to take her home against medical advice that was discussed with two different veterinarians We find that we are unable to refund any charges for care that we provided to *** at this time

Complaint: ***
I am rejecting this response because: I do not think it makes up for the terrible way I was treated by virgin Atlantic. I do not want frequent flyer miles for an airline I never want to fly with again.
Sincerely,
*** ***

Our ref: ***September 2016** *** ***Dear ** ***This letter is in response to your inquiry with the Revdex.com reference *** It goes without saying how sorry I am for your disappointment with the new way you can choose your seatI appreciate
the fees we have introduced to select seats is not what you expect from Virgin Atlantic and I regret you have been left feeling so let down as a result.The advantage of the new system is that customers can now make an informed decision on whether to pay for the added assurance of receiving their preferred seatThis is not unique to Virgin Atlantic but in line with a number of our long-haul competitors.I would emphasise that there is no obligation to pay for seat assignment If you do not wish to pay in advance for your seats, you still have the option to assign these free of charge when online check in opens hours prior to departureIn addition to this, as a flying club Red member, you do have an advantage and would be able to assign your seats hours in advanceOnce you reach Silver, this is extended to daysFor more information, please follow this link:
***As a gesture of goodwill, I've issued $worth of Virgin Atlantic vouchers These can be used towards the price of a future Virgin Atlantic flight; on-board duty free goods, or added extras such as upgrades, excess baggage or extra legroom seatingThe vouchers will arrive in the post shortly. ** ***, Thank you again for taking the time to get in touchWe very much look forward to welcoming you and your family on board on October 1, 2016. Kind Regards,Mary*** ***Customer Relations US

Complaint: ***
I am rejecting this response because: We DIDN'T NOT receive our baggage, its definitely lost by the airline and now they are covering themselves by stating that other passengers would have mistakenly picked it up.I understand that once the baggage is delivered to the destination (***) airport, they are off the hook but whats the guarantee that airline is NOT lying, I DON'T TRUST them and I think they don't want to pay me for my loss, my loss because to their mismanagement.Also, I had a long haul hours flight and I was too tired on my arrival at *** airport to file a fake complaint, why on earth will I lie to report a fake claim.Revdex.com: Please help me claim money, for them for my loss or get my lost baggage
Sincerely,
*** ***

Our Customer Relations team who are handling this concern have sent the following email directly to Ms ***
Our ref: ***
June
Ms *** ***
***
Dear Ms ***
Thank you for your emailI was very concerned to hear
about the issues that you encountered when travelling from *** recentlyI’m very sorry that you missed your connecting flight with ourselves to *** ***I appreciate how frustrating this must have been for you
Considering the difficult situation you were in, it’s very upsetting to hear that the agent you spoke to was not more considerateOur agents are trained to the highest level of customer service and are expected to be as warm and helpful as possibleI must admit to feeling very shocked at the treatment you have described
Please be assured that we take matters like this very seriouslyI have contacted our management team and made them aware of your commentsThey will investigate this matter with the agent and try to make sure that similar situations do not occur again
Having looked at your booking, unfortunately your ticket is non-refundableDue to the terms and conditions of your ticket, we are unable to refund this back to you as you missed your connection due to another carrier. We can only offer you a partial refund of the taxes that you paid, but unfortunately not the fare
If you require a full refund, I must refer you to your travel insurance for reimbursementAlternatively, your unused ticket is valid for months, until May You would have to pay the change fee, but you would still be able to use your ticketIf you would like to organise the re-use of your ticket, please call our reservations team on *** *** ***
I really would like to make amends for the disappointing experience you have had with us Ms ***I would like to offer you Flying Club miles if you would care to join our frequent flyer programmeMiles can be used towards upgrades and discounts off future flights
However your miles do not have to be spent solely with ourselvesYou can use them with our partner airlines and hotels, and with other services such as Virgin Wines and the EurostarIf you would like to take advantage of this then please visit;
***
Once you have done this, can you please email me back with your account number and I will add these miles in for you as soon as possibleI understand that we have not met your expectations on this occasionHowever I truly hope that we can welcome you onboard again in the futureWe would love the chance to give you the service you deserve
Warm regards
*** ***
Customer Relations Executive

Complaint: ***
I am rejecting this response because:luggage is days and its over days now, from the day we filed baggage lost complaint with them date: 12/11/therefore we refute their response. Also, we are not willing to wait for ever for 'Virgin Atlantic' for their trace to complete therefore we would appreciate if we know, what are next steps to either resolve this complaint or pay us for our loss.We are great-full to you Revdex.com for all your help and we look forward to your continued support to get this issue, out of our ways.Thank you so much, again
Sincerely,
*** ***

Our ref: ***
April
Ms *** ***
***
Dear Ms ***
Thank you for your recent additional comments. I understand that you were unhappy with my colleagues’ response and have therefore requested that Revdex.com contact us again on your behalf
Having reviewed your file, I am willing to increase our settlement amount to USDas per your original request
We have already raised a cheque for the amount of USDso I will be raising an additional cheque for the remaining amount of USD
Your cheque will be sent to you shortly, under separate cover, from our local US office.
This settlement covers the whole of your claim and any claims you might make in the future for this luggage. Paying this cheque into your account will confirm that you agree to these terms and conditions. This will then mean that Virgin Atlantic, our contractors, and any third parties or insurers used by us will be clear of any further liability
If you have not received the cheque within 6-weeks, please contact us on *** *** ***
Ms ***, I trust that this concludes the matter to your satisfaction and I’d hope you will choose to travel with us again, when I’m confident that all aspects of your journey will be as we both would wish
Yours sincerely
***
Baggage Services Team Manager

Our ref:
May
** *** ***
***
*** ** ***
Thank you for replying to my colleague’s emailAs Katherine is currently away from the office, I hope you won’t mind me responding on her behalf
I’m very sorry to read of your
disappointment with the seat location onboard your upcoming flightHere at Virgin Atlantic, we care a great deal about our customers and the experience that they have with usWe want our customers to love flying with usTo hear that someone has been left feeling let down really does upset us
Having reviewed your reservation, it appears that your current flight from *** *** ** *** was initially removed from the system only to be added again with a different fare by *** Air LinesThis flight was again removed, and the original flight and fare were added back onto your reservation
When a flight is removed from the system, any seat selections will be lost I’m afraidUnfortunately as this flight was operated by us here in Virgin Atlantic, *** wouldn’t have been aware of your seat requests
As these changes were done on ***’s system I’m unable to investigate as to why these requests did happen in the first placeShould you wish to get any further information I’d certainly encourage you to contact *** directly
I know this is a frustrating experience ** ***I’m sorry that we’re not able to reinstate your original seat location *** as this seat is no longer available
I’m of course more than happy to arrange for the $you paid to select your seat to be refundedOur refunds team will arrange to the return this amount back onto the same card that you used for the transaction within the next days
Thank you again for getting in touch, ** ***We can’t wait to have your company onboard
Kind regards
Gerry K***
Customer Relations Advisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This business fails to admit fault or offer any sort of compensation whether it be airline credit or otherwiseMost airlines will take responsibility and accommodate the consumerNot this airline unfortunately.
Sincerely,
*** ***

***June 9, 2017 ** *** ***Dear ** *** Thank you for your most recent response regarding your experience with Virgin Atlantic.Again, I am sorry that you remain unhappy with our response. As previously mentioned, we confirm that we did have a schedule change on February 4, to your flight on May 31, The time change was minutes earlier than originally scheduled I have read through all of your concerns and feel that we have addressed everythingAll parties were able to make the flight with no disruptionWe have tried, at all times, to provide a genuine explanation and apology. I am sorry that we cannot be of any further assistance in this matter.Kind Regards,Mary*** ***Customer Relations US

Complaint: ***
I am rejecting this response because:The airline fails to acknowledge any wrongdoing No correspondence was given in regards to the change of flight timeThis is not fair to customers who are not only overseas but do not have email access regularlyIf I paid for a certain flight time I should be assured that flight
Sincerely,
*** ***

Please reference California Penal Code 597f and 597.1

[redacted] December 21, 2018 [redacted] Dear [redacted]  Thank you for contacting us regarding your delayed luggage. I am sorry that you remain disappointed with the process.  When you checked in with [redacted], your...

bag was assigned the tag number [redacted]. This bag was scanned and loaded onto the flight [redacted] on the 10th of December.  The bag should have been available for collection at [redacted] when you arrived.  Since you reported the bag missing we have been checking bags for a match to both the tag number, and the description that you have provided.  I can see that our tracing team has spoken to you on a number of occasions and have also emailed you with updates.  We will continue to search for the luggage for a period of 21 days in line with [redacted] guidelines, and will update you through out.  If you have any questions regarding the luggage do not hesitate to contact us on [redacted] I am sorry if you remain disappointed with this response however we will continue to search for your missing luggage.  Kind Regards,Stephen W[redacted] Baggage Services  Virgin Atlantic Airways Ltd  [redacted]
[redacted]
[redacted] http://www.virginatlantic.com Tell us why here...

Dear Ms [redacted]Thank you for contacting us at Virgin Atlantic and filling your concerns through the Revdex.com.I’m sorry to hear you’ve been left disappointed with us and felt we weren’t co-operative when you needed to change your flight date. I understand you needed to amend your...

return flight as you wouldn’t be able to travel and so I appreciate how frustrating it must have been because you weren’t able to make changes without penalty.We are of course, always empathetic with customers who need to make flight changes for whatever reason and will assist in anyway we can. Customers who book direct through ourselves have more flexibility to change their tickets. Customers who book through a travel agency however, are bound to their ticket rules, which are more restrictive than our own.Whenever a date change is made, a fixed change fee will apply. If however, the new flight no longer has the same booking class available, or then the difference in fare will also need to be collected.Within each cabin there are numerous booking classes. Each booking class has its own rules with regards to flexibility and refunds. I have provided a list of these in descending order of ticket price, below for your information.[redacted]
Although the service is the same within the cabin, the fares differ in price to reflect the rules and flexibility that the ticket offers. Your flights were booked in “O” class, which are the most discounted and so most restrictive booking classes. The new date you wanted to fly on, may not have had the “O” class available and so you would’ve been quoted for the next lowest available booking class. I appreciate you weren’t happy with the additional collection that was quoted and asked instead to transfer the ticket to your husband. Had you booked direct through ourselves, we would’ve offered this to you for a fee of £50 (provided the ticket was not yet travelled on). As you booked through a travel agency, this option was not available to you.With regard to the option of a refund, I regret to advice that most flight tickets are non-refundable, unless you’ve purchased a flexible ticket. Our staff will always advice that cancelling your booking be the last resort and will try to offer alternative options such as a date/route change or to transfer the ticket to someone else if available.As you didn’t travel on your flight, you can make a claim for a partial refund of taxes for the unused sector. Please contact the travel agency you booked through to request this, if you haven’t already.I respect your request for compensation and a refund, but I must politely decline this. Virgin Atlantic and yourself were bound by the fare rules of your ticket, which you agreed to at the time of purchase. If you’re unhappy about the fare rules, please contact your travel agent to discuss it further. In closing, I am genuinely sorry you were left disappointed with the service received Ms [redacted]. While I know my response may not make amends for your experience, I hope my explanations at least provide you some understanding as to why you were quoted the extra fees. I trust in time, we can win back your lost confidence in us and welcome you onboard again.Kind regards[redacted]Customer Relations Executive

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Issue has been resolved. Reimbursement is in process.
Sincerely,
[redacted]

[redacted]April 10, 2017 [redacted]
[redacted] Dear Mr [redacted]
*This letter is in reply to your inquiry with the Revdex.com reference [redacted]  Thank you for taking the time to contact us.  I was very concerned to learn of your...

concerns regarding your checked baggage items.  Unfortunately, I feel you may have Virgin Atlantic Airways confused with [redacted] Virgin Atlantic Airways is an international airline and we do not have any flights from Los Angeles to New York.  Should this in fact be the case, please contact the V[redacted] guest relations team directly with your comments and your concerns using the following link: [redacted] If you have flown on a Virgin Atlantic Airways flight from the [redacted] to [redacted] please provide us with your flight information and the dates of travel. Once we’ve been able to review the flight information we will contact you accordingly.  Once again, I am truly sorry for your experience.  Sincerely,   Mary-** K[redacted]Customer Relations US

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have found the amount of $246 refunded, on 4/1/15. Thank you.  
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]