Taylor Veterinary Hospital

[redacted] April 10, [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 travelOnce 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- [redacted] K***Customer Relations US

Complaint: [redacted] I am rejecting this response because: I appreciate that this may be standard across airlines nowHowever, I feel very strongly that an exception should be made for families with small childrenWhile I am happy for the vouchers, The purpose of this complaint was not to get vouchers to pay for these seats but to bring to your attention the fact that this process presents a SAFETY ISSUE for parents with young childrenI had this situation happen before where, despite the best efforts of the crew our family was not allowed seats togetherIt was very worrisome - At the last minute, I was allowed to sit with one of the children and my husband with the otherI don't know what we would have done if that option had not opened up! I don't understand how this airline could ask us to give to a charity supporting children, then be so unconcerned about the safety of the children on their flights! Sincerely, [redacted]

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] P.S This is very much appreciated!!Thank you SO much!

Our ref: [redacted] October Ms [redacted] [redacted] Dear Ms [redacted] This email is in response to your inquiry with the Revdex.com I am sorry for the inconvenience caused to you as a result of amending your flights from [redacted] I am happy to find that one of our Customer Relations Executives has already been in contact with you and have begun the refunds process I am happy to confirm that our Refunds team have processed the refund (claim [redacted] ) of the un-used sectors of your reservation back to the original form of paymentAs you have purchased this reservation through a travel agency, this payment will go directly to them who will then reimburse you I can also see that Rebecca has asked for you to provide a payment receipt and e-ticket information for the new flight that you had to purchaseOnce we receive this information we can review and reimburse accordinglyIf you could please send the receipts to [redacted] noting your file reference [redacted] I hope you can accept my apologies for your recent experiencePlease know that we always appreciate customer feedback as this helps us to make improvements to our service Kind regards, MaK [redacted] Customer Relations US

Complaint: [redacted] I am rejecting this response because: The response is simply untrue My family did arrive at the check in desk in time We arrived more than one hour before departure I saw the check in agent hesitate to check us in Rather than proceeding to check us in in his computer he made phone calls, I believe to the gate, and then did nothing, stalled and then told my family we were too late We were standing at the counter for more than minutes at this point.I also overheard another agent telling the gate that another family would have to accept the fact that none of their seats would be together on this overseas flight That this family could either sit apart or get off the plane It seemed apparent that there was more than one error made on the part of the airline due to overbooking this flightMy family's arrival time was not the source of the issue here, the source is your booking policy and customer service While I appreciate your offer to pick up some of our expenses, I am curious as to why there was no such offer when my entire family was stranded at the airport on October 1st We had to get on a flight the next day and there was no consideration for the transportation, hotel and meal charges we were incurring to do this Sincerely, [redacted] ***

[redacted] February 24, [redacted] Dear [redacted] Thank you for your replyI am sorry that you remain unhappy with us It is accurate that we would consider the hour minutes earlier departure time a slight change and from your booking, this change did not interfere with any flight connection As stated previously, this is an option available to carriers and you can view our Conditions of Carriage, Article in full at the following link: [redacted] As a further apology, I’ve taken the liberty of issuing a $customer voucher ($50per person) which can be used to toward various ancillary fees or the purchase of duty free items onboard our aircraft Full instructions can be found on the back of the voucher The voucher will be mailed shortly under separate cover In closing, I would like to advise at this time, we consider this case closed with no further action required We look forward to welcoming you on board Kind regards, [redacted] Customer Relations US

Our ref: [redacted] / [redacted] / April [redacted] Dear Mr [redacted] This letter is in response to your inquiry with the Revdex.com reference [redacted] Thank you so much for taking the time to contact us regarding your refund query with Virgin Atlantic, and please accept my most sincere apologies that we seem to have fallen short of your expectations on this occasion I have contacted our US Refunds team who have confirmed the processing of refund # [redacted] The refund settlement was processed on April 1, in the amount of $ Below is a copy of the receipt and the refund tracking code - ***: _refund_ [redacted] As a further apology and a gesture of goodwill, I've issued $worth of Virgin Atlantic customer vouchers which will be sent to you shortly These can be used towards: Virgin Atlantic flights including [redacted] Taxes, fees and charges [redacted] (UK originating published package deals only) VS marketed codeshare flights sold by our contact centre Miles Plus Money fares Flying Club and Partner Airline Reward taxes Date change fees Upgrade fees Admin fees Fare difference additional collections Ancillaries (extra legroom seats, exit row seats etc) Duty free Mr ***, I hope you can accept my apologies for the delayed processing of your refundI hope that the next time you fly you will have a smoother, more enjoyable experience Kind Regards, [redacted] Customer Relations US Credit was issued on 01Apr Credit Card Receipt [redacted] ** MID: [redacted] TID: [redacted] [redacted] ***: _refund_ [redacted] unknown [redacted] [redacted] [redacted] REFUND USD TOTAL USD Authorisation to Credit Sign: AUTHCODE: [redacted]

Our Ref: [redacted] September [redacted] Dear [redacted] Thank you for your further email to the Revdex.com regarding claim [redacted] I’m so sorry to hear that you remain disappointed with our advanced seat assignment policy We will never seat a child without an adult, so please be assured that this should not be a concern for any family I do appreciate that you would prefer to select them in advance rather than wait until cheto choose them free of chargeTherefore, on this occasion, as a gesture of goodwill I have assigned your seats free of charge for your Virgin Atlantic flightsThis isn’t something we’d normally do, but I feel it’s justified on this occasion If you can now log into your booking online and take a look at the seats you’ve been assigned [redacted] Please note though that this isn’t something we’ll be able to do in the futureIf you wish to assign seats in advance on future flights, you will need to pay the advanced seat assignment charges [redacted] , I would also like to suggest you review your reservations [redacted] via the Virgin Atlantic website using the ‘my booking’ option and request children’s meals, which must be request more than 48hrs prior to your flight dates [redacted] Thank you for taking the time to get in touch [redacted] we look forward to welcoming you and your family on board in October Kind Regards, Mary [redacted] ***Customer Relations US

[redacted] November 29, [redacted] * Dear [redacted] This email is in response to your inquiry with the Revdex.com ref # [redacted] I’m sorry to learn that you had reason to complain about Virgin Atlantic on this occasionWe pride ourselves on our high levels of customer service and it’s, of course, vital that we deliver this from the time a reservation is made through to the time a customer arrives at their destinationTherefore, it is disappointing that you feel we’ve let her down in that respect I have reviewed your reservation and offer my sincere apology for the difficulty encountered while attempting to change and re-route your return flightsAll fares have different rules and degrees of flexibility Generally, the higher the fare the fewer restrictions it has and vice versa As you have purchased a non-refundable restricted fare in the lowest price point within the economy cabin, it is necessary to charge the change fee as well as any difference in fare which would need to be calculated by our ticketing teamIt will generally take a few days to calculate the difference in fare and the change fee and only then can the e-ticket be reissuesI’m sorry if these details were not conveyed properly to you I have reached out to our Support Centre and requested them to contact you directly at the phone number you have provided 1-They will be in the best position to assist you with making the necessary changes to your flights in order to reach your new destination with the best flights available to you By way of an apology and as a gesture of goodwill, I would like to offer you $worth of customer vouchersThis can be used toward the difference in fare collection due for your flight changes In closing, I would like to thank you for bring this matter to my attention and giving me the chance to explain and apologizeI’m certain your return journey with us will be seamless and enjoyable, in every respectSincerely, MaK***Customer Relations US

Any animal services agency that picks up an animal is required by law to provide reasonable medical care for a sick or injured animal If that animal has an owner and would like to reclaim their pet, they are legally responsible to pay for the medical treatment that was administered to that pet The patient in question was brought to our hospital by an local animal services agency and was mandated by that agency to provide reasonable medical care for the injured animal Legally, the owner of the pet is required to pay for the medical treatment The patient in question had a microchip with the owner's information linked to that chip # therefore providing proof of ownership

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 Thank you very much for understanding my concern it is reassuring to hear that the airline will not seat a child without an adult thank you for seating us togetherPart of the issue with this is that we had bought these tickets in when this was not a concern for us, but had to move the dates to theseIn in the future I will consider that this is part of the policy if this airline when booking flightsPerhaps the airline could also rethink this particular new 'industry standard', since a plane is not like a train or bus where we can just get there early and grab seats togetherBut, that is up to the airlineThank You Sincerely, [redacted]

Our ref: [redacted] April [redacted] Dear [redacted] I understand you have contacted the Revdex.com (Revdex.com) in regards to your mishandled luggage As previously advised, we will be happy to review the claim if you are able to provide us with itemised receipts from the places you had visitedOur settlement $was posted on 8th April to your nominated address You advised you were going to seek further compensation from [redacted] regarding the mishandling of your luggage Once again Ms [redacted] , if you are able to provide itemised receipts for the purchases made whilst you were without your luggage we will be happy to review your claim Receipts can be submitted to Customer Relations via: Email: [redacted] Fax: [redacted] Or Regular Mail: Virgin Atlantic Airways, Baggage Services [redacted] We look forward to hearing from you Kind regards [redacted] Baggage Services Manager

Will fax copies of both vet

This allows airlines the necessary time to complete the paperwork required before the aircraft can departThis paperwork is signed off by the flight deck and ground staff and is vital to the safety of the aircraft in respect of take-off weight and distribution of cargo, passengers, bags and fuel In light of your situation, as a gesture, we are able to offer the refund of your ticket minus the non-refundable change fee of $Naturally I’m sorry you missed your initially booked flight, however, we wouldn’t be able to reimburse this feeI have already reached out to our Refunds team and requested they begin the necessary steps to contact Travelocity to process the funds back to your original form of payment used to purchase your ticketsThank you once again for taking the time to get in touchWe are truly sorry for the problems that you experienced on this trip but very much hope that we'll have the pleasure of welcoming you on board again in the not too distant futureSincerely, Ma***Customer Relations US

[redacted] June 7, [redacted] Dear [redacted] Thank you for your recent email regarding your flights with us As an airline that is passionate about delivering great service, I am sorry that you have been let down due to the schedule changes and I can appreciate your disappointmentWe do work tirelessly to adhere to the schedules we release months in advance, but sometimes for operational and commercial reasons, we may have to change or cancel flightsWe cannot foresee when changes will happen and cannot guarantee that they won’t We will however, inform customers of any changes at least days prior to departureI can confirm that this schedule change occurred on February 4, 2017, which was prior to your outbound flight date of May 23, When the change occurred, an email notification would have been generated, and it is then automatically sent directly to customersI am able to confirm that your email address [redacted] was in your reservationIt is however, clear from your comments, that for one reason or another you remained unaware of this time schedule adjustmentI can only apologize if you were not aware of the 45-minute earlier time adjustment that occurred prior to your flightRegarding, this time adjusted flight VS31May2017; I was able to determine from the history of your reservation that you checked in via the web for your flight at 3:pm on May 30, The two remaining customers Paramjit and Amneet Dhillon are shown checked in at London Heathrow at 11:26am for the 1:40pm departureMs Dhillon, please accept my sincere apologies for the changes to your flight Full information about schedules and cancellations are detailed under our ‘conditions of carriage’This information is available on our website using the following link: [redacted] [redacted] thank you again for taking the time to get in touch and my apologies once again that we disappointed you I hope that we will be given a chance to restore your faith in us on another flight soonI am confident next time everything will be as expected Sincerely, Mary [redacted] ***Customer Relations US

Dear [redacted] Thank you for contacting usI was sorry to hear of the delay to your luggage on your recent trip to [redacted] Please accept my sincere apology for this and any inconvenience caused.We understand how important your belongings are to you so we do everything we can to make sure we take care of them during your flight, and get them back to you promptlyHowever, given the industry we’re in, that may not always be possibleI’m sure you’ll appreciate the number of processes and checks these items have to go through it’s inevitable that some will, unfortunately, become delayedOn review of your PIR report I note that your luggage was not received by us in time from your inbound flight on this occasionThere was a terminal evacuation the morning you arrived into Manchester and its more likely this had an effect on the luggage delayWe had arranged for your luggage to be sent on another flight via *** however I understand you asked that it be sent directWe were unable to send it on another airline i'm afraid, therefore it was arranged for our next direct flight on 8th JulyI understand you have now collected the luggage as requestedI understand you may have needed to purchase essential items to get you by during the delayIf you did please send your receipts in reply to my email and we will be happy to review reimbursement to you.I am very sorry again [redacted] for this experienceI hope despite this you had a great flight with us and time in the USI hope we can welcome you back onboard again soon and all your future travel is relaxing and trouble free as expected.Kind Regards,Jason Tr [redacted] Baggage Services Virgin Atlantic Airways Ltd The VHQ, Fleming WayCrawley [redacted]

I have found the amount of $refunded, on 4/1/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] ***

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 brought my mare in2/5/17 with a severe facial wound to Taylor Equine Hospital. She was seen by Dr. [redacted] and he flushed the wound with a dilute betadine solution and took X-rays. He packed the wound with a laparoscopic sponge and SSD cream. She was given IV and IM antibiotics and left overnight to monitor and control the bleeding because she damaged a very large vessel. At 11:30am 2/6/17 I had to call for an update on her and all I was told by a technician was that her temperature had been taken. After learning she had not had her bandage checked in over 24 hours I was very upset and told them I was coming to pick her up. I arrived after 1pm, loaded my mare and paid a bill over $600 dollars. I found her in a stall, in pain, standing in a pool of blood at her feet with a wet, soaked bandage. A veterinarian I had never met told me she was going to get to her after her regular appointments and to hear that I was very displeased that she was not receiving adequate care nor was there any communication other than my own call 24 hours after my mare who was a critical case assuming she was a priority. I am very distraught after her treatment. I worked for Taylor Vet for five years and am deeply saddened by this treatment. I had to take my mare to a different Equine hospital where I now have a $3500 bill. I would have been happy to her at Taylor had she received the care she needed. I am only asking for a small portion of my bill to be refunded due to the state and condition I found my mare in, lack of communication and inadequate care she received. Thank you for your time. - [redacted]

[redacted] February 24, [redacted] Dear Mrs [redacted] This email is in reply to your inquiry with the Revdex.com reference #[redacted] I’m sorry that the schedule change of 1hr5min to your return flight from [redacted] to [redacted] *n August 2, has caused you so much frustrationUnfortunately, there are a few occasions where we do need to make changes to our scheduleFor example, if we receive a better slot that provides more connections for our customers we will take advantage of that We try to keep these changes to a minimum but, where necessary, we will give as much notice as possible In addition, if a schedule change occurs well in advance of the departure date and travel has not commenced yet, it is common practice to contact your travel agent to arrange any changes to your itinerary That being said, I certainly regret that you had such a negative customer service experience regarding your schedule changeThis is not the type of service we wish our valued customer to experience I have reached out to the Contact Centre support team and requested them to contact you directly as they are in the best position to assist you with pre-travel related queriesThe Support team have confirmed that they have been in contact with you and offered to waive the change fee, however, they have advised that we would need to collect any difference in fare should it apply for changes to be madeThey also confirm that you have decided to leave your reservation as is, at this time In closing, I would like to thank you for giving me the chance to explain and apologize for what happened Despite this difficulty prior to leaving, I’m certain your upcoming journey will be seamless and enjoyable in every respect Kind regards, Mary- [redacted] K [redacted] Customer Relations US