Our ref: [redacted] class="MsoNoSpacing"> February [redacted] Dear [redacted] Thank you for taking the time to speak with me on February with regard to your complaint to us I do wish to apologise once again for your disappointment due to the delay to your flight from [redacted] As you know, this was due to the severe weather conditions disrupting the ground handling servicesI am of course sorry that this delay resulted in you missing your connecting flight to [redacted] I appreciate this experience was far from ideal for you and I regret you incurred out of pocket expenses upon arrival into [redacted] As discussed, this is not something we can reimburse or compensate you for, as these costs are considered consequential and we don’t issue compensation for delays caused by adverse weather Given your disappointment with your experience however, I have offered you and your three travelling companions, $worth of Virgin Atlantic vouchers eachThese vouchers can be used towards the price of a Virgin Atlantic flight (including all Little Red and codeshare services); a future Virgin Holiday; on-board duty free goods, or added extras such as upgrades, excess baggage or extra legroom seating [redacted] ***, I’m glad I was able to discuss this with you and I’m happy you are able to accept our goodwill gesturePlease don’t hesitate to contact me again should you need a letter of confirmation to help with any travel insurance claims you make Kind regards [redacted] Customer Relations Executive
Complaint: I am rejecting this response because:i was told to fill out refund request quote form and after filling it out Still I havent recived proper response and was beign told no refund I paid for the ticket and your guy at *** airport did not let me board by making statment later that I was intoxicated I would like to know how much refund I will get and if not any you will hear soon from my attorny Sincerely, Keyurkumar Patel
Our ref: [redacted] October face="Arial"> 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
Our ref: [redacted] July left;"> [redacted] Dear [redacted] Thank you for taking the time to contact us via the Revdex.com, I’m sorry you have been unsatisfied with our responses in Unfortunately, Lucy is unavailable at the moment therefore I hope you don’t If mind I reply on her behalf In our last correspondence with you dated the 22nd of October and in previous emails you were offered the refund of $160.00, due to the discomfort you feel you experienced with your Exit row seats This was offered as a gesture of good will as the seats you purchased would normally be non refundableWe asked you to send us copies of your payment receipts as proof of purchase Having reviewed you file I can see that you have provided us with bank statement confirmation, therefore, I have arranged for a cheque worth $to be sent to the address you have provided: [redacted] I’m truly sorry you found your seats to be narrow and uncomfortable as our Exit Row seats are usually very popular with our customers Thank you again for taking the time to write to us with your feedbackCustomer feedback, good and bad, plays an essential part in the developments we make as an airline It is never nice to leave any passenger feeling let downI can only hope we will be given the opportunity to show you how much we value excellent customer service in the future Kind regards [redacted] Customer Relations Executive Virgin Atlantic
[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 respect Sincerely, MaK [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] ***
Complaint: [redacted] I am rejecting this response because: travelers misplace actual receiptsThe date and time and stores that the items were purchased from are well in my guidelines for replacing the itemsI had my credit card statement which showed the items were purchased in between the other ones that Virgin has covered This is yet another way for this cheap airline to shaft their customersI am happy that the claim is noted on the Revdex.com website for others to see and I am perfectly happy to talk to the media about their shortcomings in dealing with paying customers, paying customers where this company will not reimburse for their negligence I am neither shocked nor appalled at the "managers" response because they are clearly not aware of good customer serviceI will never use this airline again but will definitely seek out [redacted] for they are th top airlines who really go out of their way for the people who use their servicesI suggest anyone else on this page with issues with Virgin Atlantic to use them as well [redacted] definitely go the extra mile while Virgin Atlantic does not Virgin, you got my extra $100+ dollars but the negative reviews toward your company will cost you a lot more Sincerely, [redacted]
Our ref: [redacted] August [redacted] Dear Ms [redacted] This email is in reply to your inquiry with the Revdex.com reference # [redacted] We see you have been in touch directly with our Customer Relations team with file reference [redacted] Our customer relations team has thoroughly researched your claim and below is the most recent reply sent on August 5, The file has been referred back to our Refunds team (refund claim [redacted] ) who will refund the appropriate amount, as per the rules of the fare purchased Kind Regards, [redacted] Hi [redacted] : Please accept my sincere apologies for the delay in response As requested, I've gone back to our duty manager in *** to confirm the documents that were presented to our staff, at the time of check-in, for flight number [redacted] on April 16th, On April 16th, I can confirm the documents presented to our staff consisted of your I-stamp and not a valid I-letter issued by the Bureau of Citizenship You had a I-797C (Notice of Action) instead of a valid [redacted] *** and that document does not qualify for exemption for the DAT Visa requirement Our staff confirmed the documents you had in your possession at the time with the British High Commission and they confirmed that they would not allow you to transit the UK For whatever reason, the I-letter was not presented to the staff at the time This information was documented at the time of occurrence Once Immigration authorities inform the airline that you will be denied transit, we cannot allow you to board the aircraft This information is stated in our Conditions of Carriage, under Article which states that we have the right to deny travel if we have been informed by the Immigration or other authorities of the country to which you are travelling, or for a country in which you wish to transit, that you will not be permitted entry to such country even if you have valid travel documents That being said, once the authorities denied transit, we had to comply Our Conditions of Carriage can be viewed on our website, please click the following link: http://www.virgin-atlantic.com/us/en/travel-information/customer-service/conditi...⇄ In addition, your refund claim number is [redacted] and will processed for the appropriate amount, as per the rules of the fare purchased Once again, I'm sincerely sorry for the inconvenience this situation caused you I'm certain your next flight with us will be without incident! All the best, ***
lang="EN-GB">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] This letter is in response to your inquiry with the Revdex.com reference [redacted] 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: [redacted] 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 [redacted] , 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, Kind Regards,Mary [redacted] ***Customer Relations US
Complaint: [redacted] I am replying to the message I received from the businessI have sent in the letters to them address but have added more info they requested as it was a transit flightSO if anything is wrong with the form please contact me to ask any info or clarify somethingPlease expedite my process so I can hopefully receive my compensation earlier Sincerely, [redacted] ***
Our ref: [redacted] class="MsoNoSpacing"> February [redacted] Dear [redacted] Thank you for taking the time to speak with me on February with regard to your complaint to us I do wish to apologise once again for your disappointment due to the delay to your flight from [redacted] As you know, this was due to the severe weather conditions disrupting the ground handling servicesI am of course sorry that this delay resulted in you missing your connecting flight to [redacted] I appreciate this experience was far from ideal for you and I regret you incurred out of pocket expenses upon arrival into [redacted] As discussed, this is not something we can reimburse or compensate you for, as these costs are considered consequential and we don’t issue compensation for delays caused by adverse weather Given your disappointment with your experience however, I have offered you and your three travelling companions, $worth of Virgin Atlantic vouchers eachThese vouchers can be used towards the price of a Virgin Atlantic flight (including all Little Red and codeshare services); a future Virgin Holiday; on-board duty free goods, or added extras such as upgrades, excess baggage or extra legroom seating [redacted] ***, I’m glad I was able to discuss this with you and I’m happy you are able to accept our goodwill gesturePlease don’t hesitate to contact me again should you need a letter of confirmation to help with any travel insurance claims you make Kind regards [redacted] Customer Relations Executive
Complaint: I am rejecting this response because:i was told to fill out refund request quote form and after filling it out Still I havent recived proper response and was beign told no refund I paid for the ticket and your guy at *** airport did not let me board by making statment later that I was intoxicated I would like to know how much refund I will get and if not any you will hear soon from my attorny Sincerely, Keyurkumar Patel
Our ref: [redacted] October face="Arial"> 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
Our ref: [redacted] July left;"> [redacted] Dear [redacted] Thank you for taking the time to contact us via the Revdex.com, I’m sorry you have been unsatisfied with our responses in Unfortunately, Lucy is unavailable at the moment therefore I hope you don’t If mind I reply on her behalf In our last correspondence with you dated the 22nd of October and in previous emails you were offered the refund of $160.00, due to the discomfort you feel you experienced with your Exit row seats This was offered as a gesture of good will as the seats you purchased would normally be non refundableWe asked you to send us copies of your payment receipts as proof of purchase Having reviewed you file I can see that you have provided us with bank statement confirmation, therefore, I have arranged for a cheque worth $to be sent to the address you have provided: [redacted] I’m truly sorry you found your seats to be narrow and uncomfortable as our Exit Row seats are usually very popular with our customers Thank you again for taking the time to write to us with your feedbackCustomer feedback, good and bad, plays an essential part in the developments we make as an airline It is never nice to leave any passenger feeling let downI can only hope we will be given the opportunity to show you how much we value excellent customer service in the future Kind regards [redacted] Customer Relations Executive Virgin Atlantic
[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 respect Sincerely, MaK [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] ***
Complaint: [redacted] I am rejecting this response because: travelers misplace actual receiptsThe date and time and stores that the items were purchased from are well in my guidelines for replacing the itemsI had my credit card statement which showed the items were purchased in between the other ones that Virgin has covered This is yet another way for this cheap airline to shaft their customersI am happy that the claim is noted on the Revdex.com website for others to see and I am perfectly happy to talk to the media about their shortcomings in dealing with paying customers, paying customers where this company will not reimburse for their negligence I am neither shocked nor appalled at the "managers" response because they are clearly not aware of good customer serviceI will never use this airline again but will definitely seek out [redacted] for they are th top airlines who really go out of their way for the people who use their servicesI suggest anyone else on this page with issues with Virgin Atlantic to use them as well [redacted] definitely go the extra mile while Virgin Atlantic does not Virgin, you got my extra $100+ dollars but the negative reviews toward your company will cost you a lot more Sincerely, [redacted]
Our ref: [redacted] August [redacted] Dear Ms [redacted] This email is in reply to your inquiry with the Revdex.com reference # [redacted] We see you have been in touch directly with our Customer Relations team with file reference [redacted] Our customer relations team has thoroughly researched your claim and below is the most recent reply sent on August 5, The file has been referred back to our Refunds team (refund claim [redacted] ) who will refund the appropriate amount, as per the rules of the fare purchased Kind Regards, [redacted] Hi [redacted] : Please accept my sincere apologies for the delay in response As requested, I've gone back to our duty manager in *** to confirm the documents that were presented to our staff, at the time of check-in, for flight number [redacted] on April 16th, On April 16th, I can confirm the documents presented to our staff consisted of your I-stamp and not a valid I-letter issued by the Bureau of Citizenship You had a I-797C (Notice of Action) instead of a valid [redacted] *** and that document does not qualify for exemption for the DAT Visa requirement Our staff confirmed the documents you had in your possession at the time with the British High Commission and they confirmed that they would not allow you to transit the UK For whatever reason, the I-letter was not presented to the staff at the time This information was documented at the time of occurrence Once Immigration authorities inform the airline that you will be denied transit, we cannot allow you to board the aircraft This information is stated in our Conditions of Carriage, under Article which states that we have the right to deny travel if we have been informed by the Immigration or other authorities of the country to which you are travelling, or for a country in which you wish to transit, that you will not be permitted entry to such country even if you have valid travel documents That being said, once the authorities denied transit, we had to comply Our Conditions of Carriage can be viewed on our website, please click the following link: http://www.virgin-atlantic.com/us/en/travel-information/customer-service/conditi...⇄ In addition, your refund claim number is [redacted] and will processed for the appropriate amount, as per the rules of the fare purchased Once again, I'm sincerely sorry for the inconvenience this situation caused you I'm certain your next flight with us will be without incident! All the best, ***
lang="EN-GB">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] This letter is in response to your inquiry with the Revdex.com reference [redacted] 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: [redacted] 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 [redacted] , 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, Kind Regards,Mary [redacted] ***Customer Relations US
Complaint: [redacted] I am replying to the message I received from the businessI have sent in the letters to them address but have added more info they requested as it was a transit flightSO if anything is wrong with the form please contact me to ask any info or clarify somethingPlease expedite my process so I can hopefully receive my compensation earlier Sincerely, [redacted] ***