Virgin Atlantic Airways, Ltd.

Our ref: [redacted] June [redacted] Dear [redacted] This letter is in response to your inquiry with the Revdex.com reference [redacted] I can see that our Customer Relations team has already responded to you with CR Ref # [redacted] I am sorry to learn that you were denied boarding for your flight to [redacted] via [redacted] I do understand how upsetting this situation must have been for you The importance of having correct and valid travel documents cannot be underestimatedIf you travel with incorrect paperwork you risk being denied boardingThe airline carrying you will also be finedWe are legally obliged to carry out security checks before allowing passengers on board and this includes checking the documents you haveIf we have doubts, we do have the right to refuse you boarding Before making any future reservations, I would recommend you contact the embassy of the country you are visiting to ensure you have everything required This information is also stated in Virgin Atlantic Airways Conditions of carriage that it is the passenger’s responsibility to ensure they have the correct travel documentsIf a passenger is denied travel or entry to a country, the airline shall not be liable for the consequences This is a common condition across many airlines worldwideYou can view the Conditions of Carriage on the Virgin Atlantic website, under Article Please see the link provided: http://www.virgin-atlantic.com/us/en/travel-information/customer-service/conditi...⇄ We are sorry again for your disappointment, but I am afraid that we are not responsible for you being unable to travel Having reviewed your reservation, I would like to confirm that a ticket is valid for months from the original date of issueThe ticket may be used for travel and is valid until October 28, All travel would need to be completed prior to this date should you choose to utilize the ticketThere is a change fee of $375, plus any difference in fare should it apply as we would have to re-fare the entire trip to calculate this additional collectionYou can rebook if you choose to do so by contacting our contact centre by calling ###-###-#### As the fare you have purchased, is a non-refundable fare, you will need to contact the refunds department directly to confirm if any portion of your ticket can be refundedRefunds can be contacted via email addressed to [redacted] faxed to us at ###-###-#### or sent via mail to: [redacted] [redacted] , Thank you for giving me the chance to explain and apologise for what happenedI hope you are not discouraged from travelling with us again and that the next time you fly you will have a smoother, more enjoyable experience Yours sincerely [redacted] Customer Relations

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

Thanks for reply but I am concerned about my refund amountI spend almost $for another ticket/lodging etcI am seeking full reimbursement of my loss Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Our ref: May [redacted] 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 [redacted] was initially removed from the system only to be added again with a different fare by [redacted] 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, [redacted] 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 [redacted] directly I know this is a frustrating experience [redacted] ***I’m sorry that we’re not able to reinstate your original seat location [redacted] 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, [redacted] ***We can’t wait to have your company onboard Kind regards Gerry K [redacted] Customer Relations Advisor

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

Our ref: [redacted] February face="Arial"> [redacted] Dear [redacted] This letter is in response to your inquiry with the Revdex.com reference [redacted] 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 [redacted] 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- [redacted] K [redacted] Customer Relations Executive [redacted]

Our ref [redacted] Roman';">March Mr Sushil Sati Amy Lane Sugarloaf, PA Dear Mr Sati This letter is in response to your inquiry with the Revdex.com reference #[redacted] I am very sorry to hear of your disappointment with the handling of your refund request I have contacted our US Refunds department who confirm that they have made an error with advising the penalty would apply for your ticket refundThe refunds team has assured me they have corrected the error and will proceed with the full refund claimI have asked them to expedite this claim, the refund will be credited back to the original form of payment and should appear on your next statement As a goodwill gesture, I’ve arranged for your flying club account to be credited with 3,milesI hope you will be able to make use of these Mr Satija, thank you for letting us know your experience as without customers feedback, we would not be able to improve and continually exceed expectationsOnce again, my sincere apologies for the refund error and delay Yours sincerely, MaKeane Customer Relations

Our ref: [redacted] August [redacted] [redacted] Thank you for your further correspondence to the Revdex.com reference [redacted] As previously advised, all passengers wishing to make an application for delay or cancellation compensation can do so by completing in full the ‘EU Compensation Application Form’ which can be printed from the website www.virginatlantic.com/euclaimapplication Once the application has been logged a response will be sent directly to you from our Customer Relations team working on EU applications I am sorry we haven’t lived up to your expectation and I really do acknowledge your disappointment [redacted] **l, I hope I have explained everything for youOnce again, my sincere apologies for the concerns you had Kind Regards, [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 meThank 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 these In 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 airline Thank You Sincerely, [redacted]

Our Customer Relations team who are handling this concern have sent the following email directly to Ms [redacted] lang="EN-GB">Our ref: [redacted] June Ms [redacted] Dear Ms [redacted] Thank you for your emailI was very concerned to hear about the issues that you encountered when travelling from [redacted] recentlyI’m very sorry that you missed your connecting flight with ourselves to [redacted] ***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 [redacted] *** I really would like to make amends for the disappointing experience you have had with us Ms [redacted] 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; [redacted] 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 [redacted] Customer Relations Executive

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 pointI 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] ***

Copy of email sent from US Customer Relations [redacted] Response from Baggage Services - Reference [redacted] Dear [redacted] Thank you for reaching out to us again regarding your damaged bagThe handling of our customers' baggage is, of course, a top priority, and the experience you had is not a typical one We do our best to ensure your bags reach their final destination intact; but, with both manual and automated processes in place, irregularities may occur I am sorry that you had problems this time aroundI would be happy to authorize reimbursement in the amount of $75, as requestedWe want to make sure you receive the payment that’s due to you as soon as possibleTo arrange this, please click on the link below to create a profile, enter your bank details and redeem your payment invitationRedeem your payment invitation Or you can copy the following URL and paste it into your web browser [redacted] Thank you for giving me the chance to apologize for what happened I’m certain your next journey with us will be seamless and without incident! Yours sincerely Kathleen [redacted] Virgin Atlantic Baggage Services

Our ref: ***
Times', 'Times New Roman';">April
Mr Keyur Patel
Johns Dr
Enola, PA
Dear Mr Patel
This letter is in response to your inquiry with the Revdex.com
I understand this concern has been raised by you with our Customer Relations team who have thoroughly reviewed your concerns and done their best to respond accordingly to all the points raised
A copy of the response from my colleague is below for your reference
Mr Patel, I understand that we have not resolved this entirely to your satisfaction and apologise for being unable to do more to help this time
Sincerely,
MaKeane
Customer Relations US
March
Mr Keyur Patel
[email protected]
Dear Mr Patel
Thank you for taking the time to speak with my colleague *** regarding your recent experience when due to travel from *** ** *** ***
I appreciate you would like a refund of your ticket in light of having been unable to travelI understand you have advised my colleague that the reason you were not permitted to travel was primarily due to a hold up at immigrationI note you also advised that our staff became irate with you due to the time running out to board the flight
In light of your comments I have been in contact with the airport duty manager at *** to request a full explanation as to why you were denied travelThey have advised that you were behaving as though under the influence of alcohol and in an abusive manner towards a member of ground staff whilst they were trying to ensure you had completed the appropriate immigration paperwork
You were the last passenger due to board, Mr Patel and as I’m sure you’ll appreciate we do need to ensure we adhere to our departure schedules in order to prevent inconvenience to our customers, the airport and other airlines due to use *** airport during this time
As per the rules of your ticket, should a customer behave in a manner which is deemed to risk safety or be offensive to our ground staff, refusal of travel may occurThese rules form the terms and conditions agreed at the time of making your bookingI appreciate you state you were not under the influence of alcohol however I must advise that this was not the sole reason you were denied travel, Mr Patel
You were also noted to have insulted a member of our ground staff when completing your immigration paperworkThis behaviour was also noted by the airport immigration teams at *** airportIn light of this, as per the rules of your ticket you were denied travelI have copied the applicable condition of carriage which applies in this instance:
Right to refuse carriage
We may decide to refuse to carry you and/or your Baggage (even if you hold a valid Ticket) if one or more of the following has happened or we reasonably believe might happen:
you use threatening, abusive or insulting words or behave in a threatening, abusive or insulting manner to ground staff or members of the crew prior to or during boarding the aircraft or disembarkation from a connecting flight;
I understand you do not agree to this being the reason for you being denied travel, Mr Patel however as I’m sure you’ll appreciate should such an instance be reported our ground staff and also immigration may refuse the customer travel
Now, I appreciate you would like a refund of the fare paid for your flightI’m afraid any refund processed would be in line with the rules of your ticketYou would not be eligible for a full refund on this occasion as the reason for your refusal to travel was within your own control and in line with the terms and conditions of your ticket
http://www.virgin-atlantic.com/gb/en/travel-information/customer-service/ticket-...⇄ /> Should you wish to consider the option of a refund, may I suggest completing a refund quote via our websiteYou will then be provided with a quote of the amount due and can decide whether you would like to confirm your refund
Alternatively, you are welcome to speak with a member of our customer services team who can look into the options available if you are able to use the remaining sector of your ticketHowever should you opt to do so, please keep in mind that any fees due to rebook your travel will apply
I realise this isn’t the response you were hoping for Mr Patel however I hope we will have the pleasure of welcoming you on board for your future flights
Kind regards
Kelly Young
Customer Relations Executive

Complaint: ***
I am rejecting this response because:
do you mean the flight was delayed and I got a fligjt to new jersey and had to take a 2ish hour bus to ***what time did the flight assigned to me reach new jersey? im pretty sure that you mean my flight reached new jersey around oclock and a few mins
Sincerely,
*** ***

Mr *** ***
** *** ***
*** *** ** ***
Dear Mr ***
Thank you for sending your ** Compensation Application FormWe have now reviewed your claim in relation to the following flight:
Booking
Reference
Flight Number
Scheduled Date of departure
Departure airport
Arrival Airport
***
***
January
***
*** ***
We regret to advise that we have declined your claim on the grounds that this flight arrived at its destination within hours of its scheduled arrival time and is therefore not eligible for ** Compensation
The scheduled arrival time of the flight was on January and the actual arrival time wason January 2014, making a total delay into *** *** of hour and minutes
However I do understand that this delay then caused you to miss your connecting flight *** to ***That said; I can see we were able to rebook you on to the *** departing the same evening in a bid to minimise the overall disruption to your journey
Although I understand this new flight was also delayed, you still arrived into New York less than three hours delayed
Your original scheduled time of arrival into New York based on your initial flight was due to have been And your actual time of arrival on the newly rebooked flight was 01.07, making a total arrival delay in to New York of hours and minutes
** Compensation is only applicable to flights affected by delays on arrival in excess of hours
We offer our sincere apologies for the inconvenience caused by the disruption to your flight and any disappointment this decision brings
Yours sincerely
*** ***
*** *** *** ***

Complaint: ***
I am rejecting this response because:
Thanks for your reply and getting back to me with the details of your policyWhile I understand these, if these terms would have been mentioned at the time of booking, I would not have booked the ticket at the first place, saving myself trouble and timeThe Visa policies were different last time I booked my flight through Virgin Atlantic couple of years ago for travel from ** ** ***, and it becomes very hard for the customer to keep track of changing policies of different countries, UK in this caseHence according to me it is a responsibility of the airline as well to keep us aware of any of these policies before the booking confirmationI hope you understand that it wasn't my fault at all, nor did I deliberately not board the flight, therefore I humbly request you for a full refund
Sincerely,*** ***

The following email response was sent directy to the customer on 25Jan
Our ref: ***
New Roman">January
*** ***
***
*** ** ***
Thank you for your email regarding your flight to ***I am very sorry to hear of the experience you have encountered during this time and for any inconvenience caused
Firstly, I am concerned to hear that the repair company turned up without prior noticeThis will be fed back to the airport management team to ensure that this does not happen in futureI sincerely apologise for any inconvenience and disappointment that this has caused
I have reviewed your damage report and I can see that the bag was being returned to you on the 23rd JanuaryI just wanted to make sure that this has now been resolved to your satisfaction
If you have any further issues, please feel free to contact us by responding to this email
** ***, I'm so sorry that we've given you cause to be so disappointed, but I do hope that given time you may reconsider your decision and give us a chance to show you how good we can be
Yours sincerely
*** ***

Our ref: ***
February
** *** ***
*** *** **
*** ** ***
*** ** ***
Thank you for your further response regarding your flights from *** ** ***
I appreciate that you feel it is the airlines responsibility to ensure customers have the correct travel documents, however, this is not the case
As part of Virgin Atlantic’s Conditions of Carriage, it is the passenger’s responsibility to ensure they have the correct travel documentsIf a passenger is denied travel or entry to a country, the airline shall not be liable for the consequences
This is a common Condition across many airlines worldwideYou can view the Conditions of Carriage on the Virgin Atlantic website, under Article Please see the link below
***
With this being said, I would like to offer a one time gesture of good will, and offer a refund of your tickets purchasedIn order to proceed with this refund request you will need to phone our Contact Centre at *** and cancel your itineraryOnce this has been completed, please confirm via email to *** quoting your Customer Relations reference ***When we have confirmation that your reservation has been cancelled, the details will be forwarded to our Refunds team to have the funds put back to the original form of payment
Once again, I know you have a poor impression of us at the momentI can only reiterate our genuine apologies for your experience, and hope you'll consider using us again
Kind Regards,
*** ***
*** ***

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 future. Sincerely, Ma***Customer Relations US

Our ref: ***
January
face="Arial">
** *** ***
*** *** **
*** ** ***
Dear ** ***
This letter is in reply to your inquiry with the Revdex.com reference ***
** ***, I’m so sorry to learn that you were denied boarding for your flight from *** ** *** *** *** *** *** due to now having the proper paperwork necessary to transit ***
As part of Virgin Atlantic’s Conditions of Carriage, it is the passenger’s responsibility to ensure they have the correct travel documentsIf a passenger is denied travel or entry to a country, the airline shall not be liable for the consequences
This is a common Condition across many airlines worldwideYou can view the Conditions of Carriage on the Virgin Atlantic website, under Article Please see the link below
***
Our ground staff is highly trained on matters of passports and visa requirements, and we cannot challenge their decision on this matterThe penalties for allowing a passenger on board without the correct visa or valid passport can be quite substantial for both us as an airline and for yourself upon landingYou may have been refused entry into the country, and because of this, it is very important that the ground staff are vigilant about matters concerning visa and passport validity
Having reviewed your reservation, I would like to confirm that a ticket is valid for months from the original date of issueThe ticket may be used for travel and is valid until December 09, All travel would need to be completed prior to this date should you choose to utilize the ticketThere is a change fee of $150, plus any difference in fare should it apply as we would have to re-fare the entire trip to calculate this additional collectionYou can rebook if you choose to do so by contacting our contact centre by calling ***
I’m happy to offer you a gesture of goodwill and waive the $change penalty that applies to your ticket, however, I am not able to waive the difference in fare that would need to be collected should it apply
As the fare you have purchased, is a non-refundable fare, you will need to contact the refunds department directly to confirm if any portion of your ticket can be refundedRefunds can be contacted via email addressed to *** *** ** ** ** *** or sent via mail to:
*** *** *** * *** ***
*** *** ***
*** ** ***
** ***, thank you for giving me the chance to explain and apologize for what happenedI hope you are not discouraged from travelling with us again and that the next time you fly you will have a smoother, more enjoyable experience
Kind Regards,
*** ***
*** ***