Virgin Atlantic Airways, Ltd.

Review: At the ticket counter in LAX airport, I chose to upgrade outbound Virgin flight LAX-BOM on Mileage purchased ticket GLBVNZ for [redacted] my significant other. I agreed to the price of $2,637 for this upgrade. The LAX counter took my payment and informed me of that the flight would also receive double Elevate miles and Tier points. The LAX counter mistakenly upgraded 1 potion only (LAX-LHR), so at LHR, an additional $2600 had to be paid for the remaining leg! We knew this to be a mistake, but due to the timing and the attitude of the representatives at Virgin, [redacted] paid this with my account at my instruction. I contacted Virgin who responded that while it's obvious they made mistakes, they can only offer additional 5,000 miles with a value of about $50. After making the booking, I had spoken with 3 different representatives at Virgin. I was sold bigger leg room seats and paid for those in August. Then, a day prior to the flight, I was quoted 44K Elevate miles to upgrade the flight from Economy to Upper class. Then when I called to do this, I was told that I could not do this and had been misinformed.. further, that the seats I had paid for months in advance were going to be taken away since that was not permitted either. Sarah Boyle at Virgin offered the 5,000 miles, apologized, and initiated refund of the extra leg room seat fees since we had upgraded to Upper Class. Weeks later, they still haven't even been able to follow her instruction to refund the extra leg room seat fees. And she said she re-submitted the request. Every interaction with Virgin has been a different story. And it is simply unacceptable that an airline that can not communicate and get on the same page, charges me 2X the price of an upper class seat purchased in advance, AND mileage, because they don't know and can't figure out what they did from one place to the next.Desired Settlement: As noted in my communications with [redacted] I was happy to pay the $2600 for the upgrade. This is the cost of a 1 way flight in upper class without using any miles from LAX-BOM. So even with this, I paid more because of the mileage redemption. But I am not going to accept paying twice this much because one hand doesn't know what the other is doing and saying. You can keep your 5000 miles. Refund one of the two upgrade charges (it doesn't matter which card you refund).

Business

Response:

CR file ref [redacted]

Revdex.com 9[redacted]

Passenger: Ms [redacted] Lowrey DL50GL

This file is still in review. Our UK Customer Relations team has already responded twice to the customer. We are doing further research and will respond hopefully within the next few days.

KRgds,

Mary-Jo

Mary-Jo Keane

Customer Relations US

Virgin Atlantic Airways Ltd, US HQ,

75 North Water Street

South Norwalk, CT 06854, US

Customer Relations Fax: 866 258 0951

Email: [email protected]

http://www.virginatlantic.com

Review: I booked a flight for myself and my husband through [redacted] for Virgin Atlantic airways. Cost: 3,252.76 USD. However, due to a medical problem, we can no longer take the flight. We requested a refund through [redacted] and have sent them the necessary medical records and they have told us they have forwarded those to virgin atlantic company and are awaiting your response but the process is taking too long.I was told some of the reasons they would give refund back and told them mine was illness, in which they told me I would get a refund. But later now,they replied back saying that usually Virgin atlantic would fully refund if their was death involve, and they told me I would be able to rebook free of charge, and they wood waive any rebooking fees. So then I decided to follow up treatments and do them in pakistan, so I decided to rebook, now they want to charge 275$ per person, on top of that [redacted] want to charge 100. I feel like they dont understand any health condition, and what about their policy? I thought we are suppose to be waived for rebooking? I just don't understand first they said if its medical we need documents for refund. I provided the proper documents and all documents including physicians letter etc. They just keep telling me to hear back for email from their agent etc, and now I feel like its been weeks trading email back and forth isnt getting anywhere. As I am student on budget, and really need my money back which was a huge amount. We both are already dealing a lot. We have provided necessary documentation and this should be quick decision for Virgin Atlantic and [redacted]. This is a serious medical condition and a very valid reason not to fly. Both [redacted] and Virgin Atlantic's websites state they consider medical conditions for refunding. Since they refuse to refund us, we will have no choice but to fly against medical advice. But were told we can rebook free of charge they want to charge?! I dont get it. Please help us waive fee to rebook, as they mention we could due to illness.Desired Settlement: I would like a refund back, its a huge amount and its sad they're doing this. Since they completely declined that even with having proofs. So, I would like to rebook but completely FREE OF CHARGE just like Virgin Atlantic said before they would waive fees if I have illness reason/with documents provided. now I dont know why they want to charge 245$ each person thats a lot.PLEASE HELP

Business

Response:

Our ref: 1[redacted]

26 November 2013

Ms Momia Javed

[email protected]

Re: Virgin Atlantic Booking GTDXLK - Our ref: [redacted]

Dear Ms Javed

Thank you for recently getting in contact with us regarding your current booking for flights via London to Dubai, with onward travel to Karachi. I apologise for the delayed response.

I'm very sorry to learn that you have unexpectedly fallen ill, and may I offer my best wishes that you will be feeling better soon. I can certainly appreciate the last thing you would want is to worry about your flight restrictions. I understand you’ve already requested to rebook, but were unhappy with the rebooking fees under the circumstances. Also, your refund request has been declined.

As your reservation was booked and confirmed through your travel agent, I regret that we are unable to intervene as you purchased your flights through [redacted]. At the time of booking, your agent would be responsible for ensuring you are advised of the full rules and restrictions of the flights you've purchased. Including any additional cancellation charges your agent would collect.

Should your travel agent have any further queries, they will need to continue to contact their Virgin Atlantic Sales representative on your behalf in order to pursue this matter further for you. In these circumstances, we would also advise you to contact your travel insurance provider on the possibility of making a claim.

In light of the above, I must again refer you back to your travel agent. I am sincerely sorry that we're unable to help further at this time, and hope that your travel agent will help resolve this matter for you as soon as possible.

Thank you for contacting Virgin Atlantic.

Kind regards

Anna Arguelles

Customer Relations

Consumer

Response:

Review: [redacted]

I am rejecting this response because: my travel agent or company I bought through which is [redacted], strictly told me virgin Atlantic declined my illness and therefore there is 275$ from your side only. [redacted] where I purchaced my tickets from are willing to waive fees from there side which was 100$, but they said Virgin Atlantic is not be responsible at all. On top of that Virgin Atlantic denied my physicians letter and other letter. Now please be clear it's only the airline here charging fees for rebooking.

I am flying against medical advice if something happen to be there, I will carry Virgin Atlantic and [redacted] service both responsible.

Review: I am writing on a behalf of a relative, [redacted], who was prevented from taking a Virgin Atlantic flight from JFK to Dubai (via London) on June 6, 2013. [redacted] was then hospitalized a a nearby hospital for treatment and then taken back to his home country, Indonesia. As a result of this and his mental condition, Mr.[redacted] was not able to take care of his refund from his Virgin Atlantic flight and his family has given authority for me to handle this matter on this behalf. I proceeded to contact Virgin Atlantic and used their website to request the refund and was informed that this all had to be researched. I also contacted the JFK gate agent and was informed to speak to a [redacted] who was very reluctant to believe my story that I was assisting the family in collecting the refund. I am not sure why [redacted] continued to doubt my credentials even though Mr.[redacted] himself sent an email from his home country to inform her that I am authorized to take care of this matter on his behalf. I have Mr.[redacted]'s boarding pass, passport, and all the info that Virgin needs to clarify that I am a relative of the family. [redacted] also requested to call the family to confirm, as she continued to be defiant and doubt who I am. It has been 2 months later ,[redacted] is still in the hospital at his home country to get better and yet , the refund for the ticket Mr.[redacted] purchased on 6/6/13 still HAS NOT BEEN refunded. I have been trying to help this family in vain to no avail and the latest that [redacted] has indicated is that she [redacted] forward to Customer Service (again) to get this resolved. Virgin Atlantic is keeping my relative's money hostage and really giving us a difficult time during our time of concern with Mr.[redacted]'s health.

Product_Or_Service: Airline Ticket

Desired Settlement: DesiredSettlementID: Refund

Immediate refund = Ticket price plus all the hassle and 2 month wait and dealing with a non cooperative agent.

Business

Response:

Business Response /* (1000, 5, 2013/08/16) */

Copy of letter sent to the passenger. As we are only able to offer information directly with the passenger [redacted] not a 3rd party due to passenger [redacted]

Our ref: XXXXXXX/CUSCRW/1

01 August 2013

Dear Mr [redacted]

Please can you provide, at your earliest convenience, written approval to cancel your flight ticket from New York JFK. Any refund that is due [redacted] be paid in the form of a cheque, please advise the name required on this document.

You can email this information to us at: [redacted]@fly.virgin.com or write to us at:

Virgin Atlantic Customer Relations,

PO Box 747,

Dunstable,

LU6 9AH

United Kingdom

Please ensure that your reference number XXXXXXX is on any correspondence you have with ourselves.

With Kind Regards,

Lee Pope

Customer Liaison Manager

Review: My son (7months) and I flew from Germany to London, from London to Washington, D.C. In the process of going through the security gate, we got held up because they wanted to triple check his diaper bag, which had absolutely nothing inside, they did the hand swap on me several times, security was extremely slow in the process which caused us to miss our flight from D.C to Richmond, VA. When we got to the gate, I told the ticket guy the reason for our hold up. He stated that we couldn't get on the flight. I became furious because not only were they unprofessional but I was carrying my infant around the airport in my arms!! There were no more flights that were available for me, so my parents had to drive 3 and a half hrs. to get my son and I. Since July 8th, I been contacting United(Washington D.C airport) Virgin Atlantic, and Cheaptickets(The place where I bought the tickets). Cheaptickets stated that I had to contact Virgin Atlantic due to the fact that they took my credit card information. United did a claim for me, however no one can find the status of my refund and they were suppose to submit the claim to Virgin Atlantic but they claim they cant find it. This situation needs to be resolved immediately because its been almost 3wks and no one has even called me nor e-mailed me. This ticket belongs to Virgin Atlantic because its starts with their 932 number. I hope you can help me end this situation because its very unprofessional.

Product_Or_Service: 2 plane tickets

Desired Settlement: DesiredSettlementID: Refund

I want to receive our refund because my son and I didn't make that flight to Richmond.

Business

Response:

Business Response /* (1000, 6, 2013/08/13) */

Our ref: XXXXXXX/CUSCRW/1

13 August 2013

Ms [redacted] Sherrell Hobson Trotter

CMR 405 Box 6600

APO, AE XXXXX

Dear Ms Hobsontrotter

Thank you for taking the time to write to us with your feedback. Our customer's feedback, good and bad, plays a fundamental part in the developments we make and is really important to us.

I am sorry to hear that you have been left feeling so disappointed following your flight into Washington. Having read through your comments over the slow immigration checks and subsequently missing your Delta connecting flight, I can appreciate why you feel this way Ms Hobsontrotter. This is obviously not the Virgin experience that we want you to have.

I can imagine that travelling with a young child, and having to get your parents to travel some way to pick you up, must have make this whole experience all the more tiresome and frustrating for you both. We are truly sorry that you have had to go through this Ms Hobsontrotter.

Having looked into this booking, I can see that the minimum connecting time was adhered to when booking these flights. The minimum connecting time for Washington for an international to domestic flight is listed as 2 hours. These flights were booked with a 2 hour and 23 minutes connection transfer time.

I understand that the reason you were unable to reach the Delta flight in time was due to particularly extensive security processes on that day. Security is an important part of air travel and there are times when additional checks may be required. The security and immigration services are provided and operated by the particular airport authority involved and not the airlines. I have logged your disappointment with security and this is reported back. However, if you would like an additional response on security processes in place, you [redacted] need to contact the airport authority directly.

As you booking has been made on a through ticket we would have done anything we could to assist at the time. It is unfortunate that there were no alternative flights that could be offered by Delta and I am sorry your parents have had such a long drive to pick you up.

As these flights were all booked on Virgin Atlantic tickets, we [redacted] be happy to refund the unused sector for you Ms Hobsontrotter. As such I have requested for our US Refunds department to action this for you. The refund [redacted] be made through the original method of payment in due course, which in this case is your travel agent. You [redacted] need to contact them in order to receive this refund. Please note your travel agent may apply additional refund or fees depending on their conditions of sale and contract with you.

In the meantime, I would like to thank you for your patience and understanding in this matter Ms Hobsontrotter. I do hope that you did enjoy your Virgin Atlantic flight and that we [redacted] be able to welcome you on board another flight again soon.

Yours sincerely

Mark MacDonald

Customer Relations Executive

Consumer Response /* (-5, 9, 2013/08/14) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

Review: To whom It May Concern

My name is [redacted]. I recently flew with virgin atlantic for the first time and it was a awful experience. My flight was on Decemeber 28, 2014 flight number [redacted]. I had called customer service on December 24 several days before my flight to make necessary arrangements for kosher meals on my flight. The representative assured me that it was set forth and I had nothing to worry about. On the day of my flight the flight attendants told me that there wasn't enough kosher meals on board for you and told me to take it back with the customer service department when I landed. For over 20 hrs flight I didn't eat anything and it must of been the worse experience ever. As a first time flyer is by far was the worse flying experience I had ever had to deal with.Desired Settlement: For all my inconvenience and as a first time flyer I would like to get compensated for the lousy service and awful experience I had to go through on my vacation.

Business

Response:

Our ref: [redacted]

05 February 2015

Dear [redacted]

Thank you for your email which has been forwarded to this office for a response.

I am so sorry to learn of the concerns experienced with regard to the provision of your Kosher meals on your recent flights with us.

I understand that you had requested the meals prior to your travel, but regrettably, we didn’t have details of this in your booking. Unfortunately, we have no way of knowing exactly what went wrong and can only presume that the request didn’t register successfully.

Since we need a minimum of 48 hrs prior to departure to meet with your request, it wasn’t possible for us provide the meals on your outward flights.

From your reservation, I can see that our staff at JFK airport added a request for Kosher meals on your return flights from [redacted] on 07 January and onward to [redacted] 08 January. However, there was a date change made to your flights to 13 and 14 January, and it seems that the request wasn’t transferred over to your new flights; for this reason your meals weren’t ordered. Please accept my apologies for this breakdown in service.

I’ve forwarded the details of this matter on to the relevant managers for their attention and appropriate action.

Just for your information, on future flights you can book and check any special meals on our website after you have made a reservation under ‘manage your flights’ section.

We really do want to give our customers the very best experience when they fly with us and it’s such a shame that we let you down this time with the delivery of your meals. I know I can’t change what happened but as a gesture, by way of an apology, I would like to offer you 18,000 Flying Club miles. I've had a look through our system, but can't find a Flying Club account for you. If you are not a member, I would suggest that you register on line at www.virgin-atlantic.com/flyingclub. Then just let me have your membership number and I will credit the offered miles.

Also, the miles for your recent flights with us 18,567 miles would be added to the account, giving you a balance of 36,567 miles. This is sufficient for a return Economy Class ticket on our New York, Boston, Chicago, Washington or Atlanta routes.

[redacted] I realise you’ve been left with a poor impression of on your first trip with us. I can only hope that given another opportunity in the future that we’ll be able to change this impression to a more positive experience for you.

Kind regards

Customer Relations

Review: Virgin Atlantic Confirmation Number [redacted] Flight: [redacted] (Departing Jan 14, 2015)

I travelled on this flight from [redacted] to[redacted] (changed flight to [redacted]). I had checked 2 bags and 1 was damaged broken when it arrived in India.

I contacted the Virgin staff at the airport ([redacted]). After waiting for 45 minutes to talk to him (he was the only staff on duty), he told me that someone will pick up my bag from my home and repair it. I asked him if the person will call before coming - [redacted] assured me that they will call before coming.

A day later (on Saturday), someone from Virgin appeared at my home without calling. I was not home and this person started heckling my father to give him the bag for repair. He also stated that if he did not give the bag to him then, it will not be repaired. My father told him that he should call before coming since we had not emptied out the bag yet.

I received a call from Virgin on Monday asking if I was satisfied with the repair. I told them that I had not even given the bag since the person had come without calling. I was then told that there had been some confusion and the person will come today after calling. However, soon after hanging up, another Virgin agent appeared (again, without calling before coming) and asked for the bag. I gave the bag to this agent.

I did not hear from Virgin since Monday (19/1) (when they took the bag). I called them this morning (Friday, 23/1) and asked them about the status. I was told that I will get the bag by this evening. I then received a call from a Virgin 'contractor' who is actually repairing the bag telling me that they will repair the bag by putting a strip on the front of a different color.

[redacted] then called me asking me if I am ok putting a strip of different color. He said that the bag is probably anyway discolored and so this should not matter. This is a 6 month old bag, and is not discolored. [redacted] also tells me then that the bag wont be repaired today and will be returned tomorrow. I told [redacted] that I am flying tomorrow to a different city. [redacted] said he can't do anything and its a take it or leave it offer.

While I will personally never fly Virgin again, I urge you to look into this matter. The virgin agent I dealt with is named [redacted] and his [redacted] phone number is +[redacted]Desired Settlement: 1. Please replace my bag.

2. Please refund half my air ticket amount for the extreme inconvenience and bad behavior that I have been subjected to.

Business

Response:

The following email response was sent directy to the customer on 25Jan15.

Our ref: [redacted]

25 January 2015

Thank you for your email regarding your flight to [redacted]. 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 notice. This will be fed back to the airport management team to ensure that this does not happen in future. I 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 January. I 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.

[redacted], 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

Review: When I gave my flight information to the UK Border Agency, my ticket information was found to not exist in Virgin Atlantic Airways database. Although there were no problems when the ticket was first bought, Virgins mistake led the UK border agency to believe that I lied about having a ticket and subsequently detain and deport me to my point of origin in France. In a phone call, Virgin Atlantic denied any responsibility for my detainment. After my deportation, they agreed to reschedule my original flight from the UK to the US at a different date, but my entrance into the UK was still prohibited. As a result, I had to take a loan of several thousand dollars to purchase a flight from Amsterdam to Los Angeles in order to return home. I not only received none of the services I originally purchased from Virgin Atlantic, but also was financially burdened with the cost of paying for the cost of my deportation to France, an expensive alternative flight back to the United States, and no refund for the original flights from Virgin Atlantic.

Product_Or_Service: Airline Tickets

Order_Number: [redacted]

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Currently, I want Virgin Atlantic to reimburse the cost of my flight back to the States ($3384), a refund for the original return flight to the United States ($700), the cost of my deportation flight back to France ($356), and for housing and transportation costs that I incurred in France ($130), equaling a grand total of $4570. If Virgin Atlantic refuses to provide a financial remedy, I would like to explore all possible options of filing a civil torts claim against Virgin Atlantic Airways.

Business

Response:

Business Response /* (1000, 7, 2013/05/14) */

Our ref: 1447528/CUSNWK/1

14 May 2013

Mr Joonho Hur

20 Lancewood Way

Irvine, CA 92612

Dear Mr Hur

This letter is in response to your inquiry with the Revdex.com.

Firstly, may I offer a genuine apology for your recent concerns with returning to London for return travel to the United States.

So we may fully investigate this claim, could I ask that you confirm the timeline of dates and the documentation to support your travel details to and from the UK. All necessary documentation would be required for entry and departure to and from the UK, including Visa or Visa waivers issued. Providing us with the necessary documentation, including your deportation dates and paperwork, would allow us to properly research your claim.

Please send all the relevant documentation to:

Virgin Atlantic Airways

Customer Relations #1447528

75 North Water St.

South Norwalk, CT 06854

I can appreciate the concerns you had regarding your return to the United States and look forward to your reply.

Yours sincerely,

Mary-Jo Keane

Customer Relations US

Review: I PAID EXTRA 160.00 US DOLLARS ABOVE THE 3;000.00 US DOLLARS TO UPGRADE TO A EXIT ROW SEAT WHICH HAS EXTRA LEGROOM, BUT TO MY DISCOMFORT THE SEAT AREA WAS NARROWER THAN THEIR REG. SEATS ( WHICH I TRIED SITTING IN DURING THE FLIGHT). THIS WAS NOT EXPLAINED TO ME WHEN I PURCHASED THE EXIT ROW UPGRADE. THE 6 PLUS HOURS OF FLYING WAS VERY UNCOMFORTABLE BEING SQUISHED INTO THIS SEAT, THERE WAS A CONSTANT PRESSURE TO THE SIDES OF OUR THIGHS WHICH THE PAIN LASTED MANY DAYS INTO OUR TRIP TO LONDONDesired Settlement: A REFUND SENT TO ME FOR THE UPGRADE 160 US DOLLARS BY CHECK PLEASE. (as discussed by [redacted] that I never got)

Business

Response:

Our ref: [redacted]

14 July 2014

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 2013.

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 2013 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 refundable. We 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 $160.00 to be sent to the address you have provided:

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 feedback. Customer 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 down. I can only hope we will be given the opportunity to show you how much we value excellent customer service in the future.

Kind regards

Customer Relations Executive

Virgin Atlantic

Review: I am writing on behalf of my group – [redacted] – to express our discontent with our [redacted] itinerary on January 8, 2015.

Our itinerary scheduled us for departure from [redacted] at 8:15am on Jan 8 on [redacted] to [redacted] followed by a 50 minute layover, then [redacted] to [redacted] departing from [redacted] at 9:00pm. Due to winter weather conditions a [redacted] was delayed for more than an hour, which resulted in our missing the connecting flight to [redacted]. We were then put on a flight that was about 20 hours later, [redacted], on the next day. As we were travelling part of a bigger group in [redacted], this change in itinerary resulted in additional out-of-pocket costs.

We are asking [redacted] to reimburse us for these extra costs as well as compensation for our stress, as they are a direct result of the missed connection and [redacted]’s mishandling of the situation. Our rationale is detailed below.

1. [redacted] should not have offered this itinerary in the first place if the risk of missing the connecting flight was significant.

When [redacted] was grounded in JFK due to icy conditions, we were told that the delay is considered normal given the time of year. While we agree that safety comes first, we also think that if in fact wintery conditions is recurrent in nature, this itinerary with a tight 50 minute layover should not have been offered to consumers in the first place. We booked this flight with the assumption that some buffer was built into the layover. Clearly, this was not the case.

2. We had sufficient time to make our connecting flight, [redacted].

Before we even landed in [redacted] we were told that we cannot possibly make our connecting flight and that alternative bookings would be made for us. This is despite the fact that there were 26 passengers on [redacted] hoping to make [redacted]. When we landed in [redacted] ~8:40pm, our request to be put on [redacted] was once again denied by your staff. We then found out that [redacted] was delayed for almost 40 min and did not in fact depart from [redacted] until ~9:40pm, which leads us to believe that it was possible to have gotten on with our baggage. In reality, we would have even considered going on this flight with our baggage mailed to us the next day, but this option was never offered.

3. The 1-day delay in our itinerary resulted in our absence on the first day of our tour in [redacted], and we had to incur approximately $170 USD in additional costs.

To make up for lost time in [redacted], we had to book a flight from [redacted] to [redacted] (~$110 USD) as well as a car service from [redacted] to our hotel (~$60 USD) to catch up with the bigger group we were travelling with.

4. The hotel we were put in on the evening of Jan 9 was unacceptable.

We were asked to stay at the [redacted] and were told we had 3 meal vouchers by your staff. Upon arrival, [redacted] claimed that the arrangement was only 2 meal vouchers, and we stayed in rooms where the air conditioning did not even work. I cannot begin to describe the frustration of missing the connecting flight, only to check into a hotel where we could not even sleep comfortably.

Our receipts for the additional flight and car service are attached. Thank you for considering our request. We hope to work with you to arrive at a mutually satisfactory resolution.

Sincerely,

[redacted]Desired Settlement: We are asking Virgin Atlantic to reimburse us for these extra costs as well as compensation for our stress, as they are a direct result of the missed connection and Virgin Atlantic’s mishandling of the situation.

Business

Response:

Our ref: [redacted]

05 February 2015

Dear [redacted]

Thank you for taking the time to speak with me on 04 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 services. I 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, $125.00 worth of Virgin Atlantic vouchers each. These 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 gesture. Please 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

Customer Relations Executive

Review: I have been talking to Virgin Atlantic in regarding of one trip I planned to take with them. So far, they refused to take their part of responsibilities and willing to resolve my case.On Aug. 8th, I tried to get on their airplane from China to Ireland via England. I was told at the airport that I couldn't fly without a transit visa. The staff at the airport had no knowledge of transit visa exceptions. They told me that only those who hold American passports can fly via England which is misleading(As a U.S. green card holder, I'm an exception who doesn't need a transit visa when fly via England.) Thus, they refused to board us.So far, Virgin Atlantic responded me that it was my responsibility that I didn't show them my U.S. green card. Their staff at the Shanghai International airport was not telling the headquarter the truth--that they aren't aware of the exceptions. I can proof that on that day and the day afterwards, they were still insisting that there's no exceptions. The customer service in China responded me on Aug. 12th that I can't fly without a transit visa no matter if I had a green card or not. The staff in China was very unprofessional. I wasn't satisfied with how UK customer service dealt with this incident. Ticket no. 9327256167968. Customer service Reference no : 1479736Desired Settlement: 1. Virgin Atlantic reimburses the extra cost of my trip related to miss their flight and compensate me for lost one day of our vacation in Ireland.2. The compensation of not able to solve the issue for me in a timely manner.3. The apology from staff in China about a.not willing to discuss my situation with me and not willing to see my documents at the airport. b. lied about the whole incident--they said they knew about the exceptions while they didn't at the time I flew.

Business

Response:

This customer has been in contact with our team in the UK. The following additional response was sent to the customer this week.

Our ref: [redacted]

01 November 2013

Mrs Yiling Jiang

[email protected]

Dear Mrs Jiang

Thank you for the documents you have sent me and giving me the opportunity to investigate this issue for you. I hope you had a good holiday in Ireland, it is a beautiful country.

I am sorry for the time it has taken me to respond, I have been liaising with my colleagues in Shanghai Pudong International Airport and colleagues hear in the UK.

If you are coming to the UK as part of your journey to another country, you will generally need to obtain a UK visa before you travel.

In some circumstances you may be exempt from the need to obtain a visa - this is called the 'transit without visa concession. As a Chinese passport holder you would need to obtain a transit visa. However, as you have said there are some exemptions.

One of these exemptions is, if you hold a valid USA I-551 permanent resident card issued on or after 21 April 1998. You are able to travel via the UK without a transit visa because of this exemption.

Unfortunately as you have said in your email you did not produce your resident’s card at the airport, therefore without producing this you would be unable to transit through the UK. It is the passenger’s responsibility to ensure they produce all relevant documents on their date of travel.

I am sorry if you feel the airport staff did not spend time explaining the situation to you. It is clearly a delicate situation that would benefit from a more personal touch. But unfortunately it is not our staffs responsibility to ensure you have the right documentation.

I am sorry, but because you did not provide your US residents card I will be unable to reimburse you for any extra expenses you incurred. I have fed your comments back to our airport manager in Shanghai as they are in the ideal position to make our staff aware of your situation and how we can assist passengers who have been denied boarding in the future.

At Virgin Atlantic we are famous for our great customer service, I am sorry if we feel short of our high standards on this occasion. I hope that even though you have had a bad experience you will choose to travel with us again where we can show you the great Virgin Atlantic experience we expect for all our customers.

Kind regards

Business

Response:

The UK team has sent the following response to the customer directly. The team has authorized a full refund of the unused portion of the customers ticket. The customer has been advised to contact the Travel Agency that issued the ticket.

Krgds

Mary-Jo

Our ref: 14[redacted]

18 November 2013

Mrs Yiling Jiang

l[redacted].com

Dear Mrs Jiang

In regards to your flights to Ireland on the 08 August 2013.

I have reviewed your case with my manager, we understand that this is a delicate situation that could have been handled better by our staff at Shanghai airport, we expect the very best from all of our staff and again I would like to apologise if you feel let down.

With this in mind I have contacted our refunds team to organise a full refund of your unused ticket, as this is a travel agency booking your money will be refunded directly back to your travel agent, you will need to contact them directly to receive the refund.

I am really sorry this situation happened and that our employee’s in Shanghai were not more helpful. However, I need to stand by my decision that you are due no other form of compensation, as it is the passenger’s responsibility to provide all relevant documentation.

Mrs Jiang, I hope you will view this refund as way of apology for the confusion at Shanghai airport. If you choose to book your travel with us again I am confident you will have a much more enjoyable experience.

Kind regards

Philip Sheridan

Virgin Atlantic

Customer Relations Executive.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I've got my refund in Aug. I do not need your assistance for doing that. My travel agency is fantastic with helping me with that.

Review: I am contacting you regarding my flight and wish to receive compensation under EC regulation 261/2004. MY flight departed on Jan 16th,2014 from [redacted] International Airport. The flight number is [redacted]. There was a delay caused by the flight previously which ended up reaching me and my family late to [redacted] airport which where our flight to NY, JFK was missed and they set us up on a flight to NJ which out even informing us and telling us until we noticed it and saw it. We were supposed to deport from [redacted] airport via [redacted] to Ny, JFk but as that flight was missed due to our flight from [redacted] being late, we were placed on flight [redacted] to Newark. The passengers I am requesting compensation for are myself, [redacted] wife, [redacted], Daughter,[redacted] and sons,[redacted] The airline reference is [redacted] We were supposed to reach JKF on 16 January @ 10:25 but reached on the 17th few hours later. We had to get a bud which was supplied to us from the NJ airport to JFK. IF you require any other info then please contact me.Desired Settlement: I request that I be given compensation under EC regulation 261/2004 for myself and my wife,daughter and both sons.

Business

Response:

Our ref: [redacted]

14 August 2014

Dear [redacted]

This is in response to your inquiry with the Revdex.com reference [redacted].

Thank you for your email regarding your recent flight with us from [redacted] through to [redacted]. Naturally I was sorry to learn of the poor impression your family were left with following this experience [redacted]l, this is obviously far from what we would ever expect. We would always hope that our customers have a high quality experience, throughout the entire journey, and I am really sorry that this was not the case for you.

I appreciate that your outward flight from [redacted]- was delayed. This was due to the late arrival of the inbound aircraft. The VS300 had left London Heathrow later than planned due to the last minute offload of a customer. They were feeling unwell and as such, we had to offload them and their luggage which had already been stowed in the hold of the aircraft.

Because of this delay, it became evident that you would not make your connecting flight to New York JFK at 19:25. With this in mind, our airport staff made the decision to re-protect you onto our Newark service, in order to prevent you having to stay overnight in [redacted].

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

I am sorry we haven’t lived up to your expectation and I really do acknowledge your disappointment. It goes without saying that we would love to welcome you back onboard, for a smoother and much more enjoyable experience throughout.

Kind Regards,

Customer Relations US

Consumer

Response:

Review: [redacted]

I am replying to the message I received from the business. I have sent in the letters to them address but have added more info they requested as it was a transit flight. SO if anything is wrong with the form please contact me to ask any info or clarify something. Please expedite my process so I can hopefully receive my compensation earlier.

Review: I booked a trip to London. A month before my trip my brother in law died and I had to cancel my flight. The first woman I spoke with said I should receive a refund of the total amount 1090.50. After a week and a half I called customer service back and I was told I would have to send them his death certificate. I emailed the death certificate, no response. I called back and was told that they received the death certificate and I would receive a refund in 3-5 business days the rep also gave me an email address to email in case I had any additional questions. No refund, after 3-5 days so I then write an email and I get a response saying I need to send something that says he was my brother in law. me, they have the death certificate. What more do I need to give? I have nothing else. After a back and forth email exchange I asked if I can get the information of a supervisor to assist me. No response for a long time. I got a reply that there was nothing he could do and was told to call customer service again. I called and was told there is nothing they can do. It was hard enough getting the death certificate, now they want more proof that we are related. I don't understand why I continue to get the run around. its been 3 months and still no refund.Desired Settlement: I think the business should give me a full refund of my flight and an apology for the lack of professionalism when speaking and emailing me. I gave the death certificate. I dont have anything else to give them. It was very hard to ask my greiving sister to scan and email me a copy of her husbands death certificate. I just want my money back as promised. I did what was asked of me and then I started to get the run around.

Business

Response:

Our ref: [redacted]

18 December 2014

Ms [redacted]

Dear Ms [redacted]

This letter is in response to your inquiry with the Revdex.com reference #[redacted].

Thank you so much for having taken the time to contact us regarding your recent experience with Virgin Atlantic, and please accept my most sincere apologies that we seem to have fallen short of expectations on this occasion.

I was so sorry to read that your brother in law had recently passed away, please accept my sincere condolences. I appreciate that this must be a very difficult time for your and your family.

I completely understand your frustrations regarding your refund claim, it should have been 100% clear as to what the procedure was going to be. So please accept my apologies that this wasn’t the case.

The US Refunds team have confirmed Claim #[redacted] is currently on hold awaiting proof of relationship documentation. When a passenger and the person named on the death certificate have different last names, as in this case, the additional documentation is required to complete a refund claim.

I do apologize for any inconvenience caused as a result of having to provide additional documentation.

Documents may be scanned and attached to an email addressed to [redacted], fax to ###-###-#### or sent via mail to:

Virgin Atlantic Airways – Refund Department

I hope I have explained everything for you. Once again, my sincere apologies for the concerns you had.

Kind Regards,

Customer Relations US

Review: After recently taking an international Virgin Atlantic flight, I found bruises and cuts on my legs and knees that resulted from the seats of the aircraft. There was absolutely no leg room, causing the seat in front of me to hurt me through the duration of the flight. After notifying Virgin Atlantic employees multiple times, my complaint went ignored.Desired Settlement: DesiredSettlementID: Refund

I would like my flight ticket refunded.

Business

Response:

Our ref: [redacted]

04 September 2013

Dear Mr [redacted]

This letter is in response to your query with the Revdex.com.

Unfortunately, we are unable to research your claim as there was no flight information received on the complaint form. If you would be so kind to provide us with your flight information and the date you travelled or the booking reference details, we will be happy to investigate your claim.

If you could please let us know either via email at [redacted].[redacted].[redacted].com or via regular mail to our CR address as follows:

Please reference your Customer Relations file 1469740. Once we have your flight details we will complete our research and respond accordingly.

Sincerely,

Customer Relations US

Review: Reference number : [redacted] trip ID is [redacted]

Virgin Atlantic [redacted] Depart Terminal: * Arrival Terminal: * Depart [redacted] Jun 12, 2015 1120

Arrive: [redacted] Jun 12, 2015 [redacted] Depart Terminal: * Arrival Terminal: * Depart :[redacted] Jun 12, 2015 1555

Arrive: [redacted] Jun 12, 2015 1725

I had booked this trip for attending an IEEE conference in [redacted]. After booking the trip, I realized my presentation will be at the same day as my return flight. I called Virgin Atlantic and asked them to change my flight to the next day. They were not cooperative at all. They asked me for some ridiculously more money. I had paid 1126 dollars already, and they were asking for another more than 1000 dollars to change my trip! I asked them to transfer my flight to my husband. They did not accept that either. At the end, I asked them to give me the equivalent credit, and they rejected that as well!

I am extremely unsatisfied about the way they conduct business in this country. They caused me a lot of stress, just because they are too greedy. I am asking for my money back and a proper compensation for all the stress imposed by them. [redacted]Desired Settlement: I am asking for my money back and a proper compensation for all the stress that they caused me.

Business

Response:

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

Business

Response:

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

Review: On January 10, 2014, I was at the [redacted] International Airport at [redacted] with a pre-purchased travel itinerary via Virgin Atlantic and a connecting flight in [redacted] with Air [redacted]. Upon my arrival at the counter, the Virgin Atlantic representative said that I am not allowed on the plane as I am not allowed to transit in [redacted]. When I told them that there must be a mistake, as I have done the same exact trip in the past and had no issues, and asked them to call their representative at [redacted] airport, the lady refused to do so. I asked to speak with the manager, and she said that all of the counter personnel are managers, so she can't bring in anyone else. Her reason for not letting me on the plane was the fact that I have to have a visa for the final destination in order to transfer in [redacted]. I said that my final destination is my home country, the country that issued the passport that I was using at the time, therefore, no visa was necessary for my trip to [redacted]. Then she said that I needed to have the visa to return back to the US and I said that the purpose of my trip is to renew the visa back home in [redacted] and that I will have one in my passport at the time when I would be checking in for my returning trip, she still refused to change her mind. Ultimately, I was forced to purchase a new ticket at the airport via different air carrier and of course pay a much higher price as the ticket was purchased last minute.

The follow up of the story was that the traveling agency through which I booked the Virgin Atlantic + Air [redacted] ticket contacted the headquarters of Air [redacted] to request the refund. Air [redacted] apologized for the inconvenience and entirely refunded my ticket, waiving the penalty fee; Virgin Atlantic, however, refused to waive the penalty, and only refunded the value of the ticket minus $250. They allowed me to use this credit for future purchases up until December 23 this year.

I have contacted my travel agency recently to try and book a trip for which I could use up this credit. They said that the credit can only be used towards a purchase for airfare that is in a certain tariff, and tariff only involves high cost tickets (even though my original ticket was on the lower cost side of the spectrum). So basically, even if I used up my credit towards the next purchase, I would end up paying the difference that includes more than the original price of the roundtrip ticket I bought back in January 2014.Desired Settlement: Because of the way that I was treated by the Virgin Airlines representative and the fact that the 'credit' that was awarded to me was wisely restricted to disable me from actually saving money on the net purchase, I would just like to get that credit awarded back to me in a form of a check so I can use up that money towards my next travel purchase and do not have to do business with this air carrier in the future.

Business

Response:

Our ref: [redacted]

24 November 2014

Dear [redacted],

This letter is in reply to your query with the Revdex.com ref #[redacted].

Ms [redacted], I’m so sorry to learn that you were denied boarding for your flight from [redacted] to [redacted] via [redacted]. I do understand how upsetting this must have been for you.

As part of Virgin Atlantic’s Conditions of Carriage, it is the passengers responsibility to ensure they have the correct travel documents. If 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 worldwide. You can view the Conditions of Carriage on the Virgin Atlantic website, under Article 13. Please see the link below.

Our airport ground staff are highly trained on matters of passports and visa requirements, and we cannot challenge their decision on this matter. The 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 landing. You 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.

With regards to your request for a refund, we must refer you to contact [redacted] Airways directly. As your ticket was issued on [redacted] Air ticket stock, [redacted] Airways will need to assist with the entirety of the ticket not only their portion of the itinerary.

I am sorry that I could not reply more positively on this matter.

With Kind Regards,

Review: I purchased tickets through Virgin in May 2014 for flights to [redacted] from [redacted] for 5,000$. We used all of our flight miles (points, we are virgin club members and we have the Virgin [redacted] card) towards the flight and spent 2600$ in the end. Now, tickets for the exact same flight are 900$ per person which is a huge drop from 1600$ per person which is what I paid for 3 people (my husband [redacted], my daughter [redacted] and I). I called customer service at Virgin on Monday March 2nd and asked if they could refund our points or offer something to make it fair that we spent so much money, they could do nothing I was told. We were told to purchase our tickets early from customer service from Virgin Atlantic and that is why we bought our tickets so early.Desired Settlement: I would like some compensation or return of the points/miles we used towards this flight. We could've bought the tickets now for the exact same flight we are taking on March 28th 2015 for the same money we spent in May and not have thousands of our miles. I'm very disappointed as my husband and I have used Virgin for many flights over the years to be told there is nothing they can do.

Business

Response:

Our ref: [redacted]

Review: My Parents are flying back from India. My mom is handicapped and she needs a wheel chair. Since they had to change their travel date, my mother was not sure if she added a wheel chair request or not. So I, her son, placed a call to Virgin Atlantic Airline to add wheel chair, the customer service responded that she could not put in the request because my name is not on their list and stated, that is for passenger safety issue. I explained to her that this request was for the safety of the passenger. I also asked her if she could at least tell me that the wheel chair request was put in by the agent or not. The customer service rep said that she cannot provide me with that info and the passenger has to call in for the request. This is really an unfortunate policy. I understand in this day and time that certain information cannot and should not be given to anyone; but this was only a simple request to check on whether a wheel chair was requested. I was upset and asked to speak with her supervisor, at that point she stated that the request was had been entered by some one. I just want an explanation of what kind of policy does this airline carries? My parents are in stress and wondering if my mother [redacted]be getting a wheel chair or not. My mother should not have to go through this stress at the age of 76 for choosing your airline?

Product_Or_Service: airline tickets

Desired Settlement: DesiredSettlementID: Refund

I would prefer to get refund on the ticket and please change the policy, so that family members can do a at least make limited changes on the account.

Business

Response:

Business Response /* (1000, 5, 2013/04/30) */

Our ref: XXXXXXX/CUSNWK/1

30 April 2013

Mr [redacted] PA XXXXX

Dear Mr [redacted]

Thank you for taking the time to talk with me today regarding your concerns with parents' reservation to travel from Mumbai to John F. Kennedy airport.

I can certainly appreciate how frustrating it was when you were told that we couldn't give you any information about your parent's reservation. We are however; bound by the rules of the Data Protection Act and we have to be very careful about giving what could potentially be sensitive information.

The Data Protection Act provides a blanket prohibition on the disclosure of information relating to an individual which is recorded in any electronic or paper format. This means that it is illegal for us to disclose ANY information about the passenger or their booking to anyone other than either the passenger themselves, the person who made the booking, or anyone who has been given prior authorization by the passenger to deal with their reservation on their behalf, i.e. a person named in a booking or acting as an agent for the passenger.

To obtain this information, you [redacted]need to ask either the police or a solicitor to contact us using a 'data protection release form'. I know this appears an inconvenience, but we are obliged to adhere to the DPA ruling.

More information on the Data Protection Act can be found on the following website:

WWW.HMSO.GOV.UK

I can appreciate how upsetting this whole situation must have been for you and as a gesture of goodwill I [redacted]send to you two $25.00usd Virgin Atlantic travel vouchers, which I hope you [redacted]accept with our compliments. The voucher may be used against the price of a published fare on any scheduled flight operated by a Virgin Atlantic Airways aircraft. Alternatively it can be used to purchase on board duty free goods.

Mr [redacted] once again my apologies that we disappointed you. I do hope that you [redacted]not judge us solely on this experience. We do usually get things right. I remain hopeful that you [redacted]give us another try for your next trip and we look forward to welcoming you on board in the future.

Kind Regards,

Mary-Jo Keane

Customer Relations US

Review: I booked a flight and my father passed away, I was supposed to get a refund back in February '13. No refund yet

I booked a flight through Virgin Atlantic for travel from New York to Mumbai in March '13. My father passed away in January '13, I was told that I should just buy another ticket as I [redacted]be given a refund as long as I submit a copy of my father's death certificate (which I did) I supposed to get a refund back in February '13. I have not received any communication since February '13 till today, nor have I seen a refund on my credit card. Desired Settlement: I would like the refund of $1107.45 to be refunded to my account as promised by the Virgin Atlantic Customer Service as I already booked another flight through Virgin Atlantic on the same day my father passed away as per Virgin Atlantic customer service instructions.

Business

Response:

Business Response /* (1000, 5, 2013/05/10) */

Our ref: XXXXXXX/CUSNWK/1



10 May 2013

Mr [redacted]2337 Hudson Ter

Fort Lee, NJ XXXXX-XXXX

Dear Mr [redacted]

This letter is in response to your inquiry with the Revdex.com.

I am very sorry to hear of the passing of your father. I am additionally sorry that as a result of this you have encountered such a disappointment with the handling of your refund request.

I have contacted the Virgin Atlantic Refunds department who confirmed that refund claim XXXXXX has been processed and closed. The refunds team has forwarded the necessary information to Lowest Fare who issued the ticket. Lowest Fare [redacted]issue the credit directly to you.

Please be assured that I have brought the delayed response details to the attention of the Refunds Dept. manager for review.

As a gesture of goodwill, I've arranged for your flying club account to be credited with 3,000 miles. I hope you [redacted]be able to make use of these.

Mr [redacted] thank you for letting us know your experience as without customer's feedback, we would not be able to improve and continually exceed expectations. Once again, my sincere apologies for the refund delay time.

Yours sincerely,

Mary-Jo Keane

Customer Relations US

Review: My international ticket price was not refunded from Virgin Atlantic and they did not allow me to fly.

I booked ticket with Virgin Atlantic airlines in November 2013(using their website) for my trip to [redacted] from [redacted] and back. On the day of travel when I reached airport I was told I can't board the flight to [redacted] (transit airport) since I was carrying my H1-B visa document. To get my passport stamped with H1-B visa I have to visit [redacted] and I already had all due appointments for that in place next day I reach [redacted]. All other airlines allow you to fly with H1-B document which is legitimate document to travel domestically within ** and internationally. No where on Virgin Atlantic website it says that I can't fly with my H1-B visa document. Nobody helped me rebook my tickets or refund my money at Virgin Atlantic. I had to in that couple of hours rebook my whole itinerary with different airlines so that I can reach on time to [redacted] for my pre-scheduled appointments. It cost me almost double the money and stress to rebook the tickets in such a short of span of time.Desired Settlement: I want my money refunded that I paid for my ticket.

Business

Response:

Our ref: [redacted]

18 June 2014

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 underestimated. If you travel with incorrect paperwork you risk being denied boarding. The airline carrying you will also be fined. We are legally obliged to carry out security checks before allowing passengers on board and this includes checking the documents you have. If 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 documents. If 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 worldwide. You can view the Conditions of Carriage on the Virgin Atlantic website, under Article 13. 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 12 months from the original date of issue. The ticket may be used for travel and is valid until October 28, 2014. All travel would need to be completed prior to this date should you choose to utilize the ticket. There 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 collection. You 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 refunded. Refunds can be contacted via email addressed to [redacted] faxed to us at ###-###-#### or sent via mail to:

[redacted], Thank you for giving me the chance to explain and apologise for what happened. I 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

Customer Relations

Review: I purchased plane tickets from Virgin for USD 834.00 on February 15, 2013. I was supposed to depart for JFK on April 2, 2013 to fly to London and be back on April 29, 2013. During the month of March I was informed of my Uncles death and would no longer be able to travel during my scheduled time to morn and attend my Uncles funeral. I immediately called Virgin Atlantic telling them about what had happened and told me as long as I provide a death certificate they will immediately refund the cost of my ticket. So within the next week I got a hold of the death certificate and emailed it to multiple Virgin Atlantic employees that I spoke with on the phone and an email where Virgin stores all of their documents that come in. I called back about a week later and was told that they have received the death certificate and my refund had been approved for the full-amount. I was told this in March of 2013. They informed me that it would take about 4-5 weeks to process the money back on to the card. I waited and waited for the money to show up on my statement but nothing ever appeared. Then on July 8, 2013 I gave them a call back asking about the situation. An employee told me that the refund had been processed, but they didn't have any records of the death certificate and I was required to send it in with documents proving my relationship to the deceased. So, I emailed them again the certificate of death and a birth certificate proving my relationship. The refunds department got back to me today informing me that because I bought my tickets after the death occurred they can no longer give me a refund. This was almost 5 months after I was told by their company that my refund had been approved and was going back on to my credit card. It is unfair as a customer to be toyed around with especially in a situation like this. It has added much more stress during this ordeal.

Product_Or_Service: plane ticket

Desired Settlement: DesiredSettlementID: Refund

After you tell a customer that they will be receiving their full-refund to actually provide the refund of the cost of my plane ticket.

Business

Response:

Business Response /* (1000, 5, 2013/07/24) */

Our ref: XXXXXXX/CUSNWK/1

24 July 2013

Mr [redacted]

220 Middle River Rd

Danbury, CT XXXXX-XXXX

Dear Mr [redacted]

This letter is in response to your inquiry with the Revdex.com.

I am very sorry to hear of the passing ** your Uncle. I am additionally sorry that as a result of this you have encountered such a disappointment with the handling of your refund request.

I have contacted the Virgin Atlantic Refunds department who confirmed that the refund claim XXXXXX has been processed and closed. The refunds team confirms the credit of $834.00usd to the Visa card on July 17, 2013.

Please be assured that I have brought the delayed response details to the attention of the Refunds Department manager for review.

As a goodwill gesture, I've arranged for your flying club account to be credited with 3,000 miles. I hope you will be able to make use of these.

Mr [redacted], thank you for letting us know your experience as without customers feedback, we would not be able to improve and continually exceed expectations. Once again, my sincere apologies for the refund delay time.

Yours sincerely,

[redacted]-Jo Keane

Customer Relations US