Virgin Atlantic Airways, Ltd.

Review: My family of 4 was scheduled for Flight 4407 Operated by Virgin Atlantic on October 1, 2015 at 10:30 PM. We arrived at the agent/check in desk at 9:15 PM for our flight. Once there, the agent proceeded to stall us not checking us in. He made a few calls and after about 15 minutes he told me that my family's seats, our ticketed seats with designated seat assignments, were given to other passengers because the flight was overbooked. He and another agent there offered no explanation other than to say we should have checked in 24 hours before our flight. The agents basically just left my family standing in the airport without another flight option or any place to go.

This was very upsetting my my family and my children. My 10 year old son was hysterically crying as we found ourselves more or less stranded with our bags 2 states away from our home state of CT in [redacted] Finally a supervisor came down and booked us on another flight for the next day. And we still nowhere to stay that night and they offered no accommodation. We were stuck in the terminal googling local hotels until we found one and booked it on our own. Our experience was extremely negatively impacted because our reserved tickets with seat assignments were given away without our knowledge because Virgin Atlantic overbooked the flight and issued more tickets than are on the plane. In addition to being bumped from our flight, we received very poor service to rectify the situation. Absolutely no apology or help with a hotel stay. We were simply told that they customarily overbook.Desired Settlement: My family wound up missing a full day of vacation and leaving the next day. We also incurred extra costs for the hotel stay at the [redacted] It is my understanding that when substitute airline transportation is scheduled to get you to your destination more than two hours later (four hours internationally), or if the airline does not make any substitute travel arrangements for you, there should be significant compensation. After being treated so poorly and losing the first 24 hours of what was to be a trip of a lifetime I believe this is what we deserve. I filed a complaint with the airline on November 3rd and was told I'd hear back within 14 days. The reference # they provided was [redacted] have still not received a response.

Business

Response:

Dear [redacted]Thank you so much for having taken the time to get in touch about your recent experience. We are an airline that always aims to provide outstanding customer service – and take great pride in what we offer, so it’s always disappointing to learn when our customers feel that we’ve let them down. Having reviewed your booking (ref: [redacted] our records indicate that you in fact did not present at the desk within the relevant check in time [redacted]. This cut-off time allows us time to complete the paperwork required before the aircraft can depart. This 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. By the time you arrived at the check-in desk we had begun those calculations and checking you in may have impacted the departure time of the flight. I hope that in time you can understand why we were unable to bend the rules for you on this occasion.I understand that this wasn’t a pleasant experience [redacted], and whilst we are not obligated to, as a gesture of goodwill and way of apology, we will be happy to cover reasonable out-of-pocket expenses that have been incurred during your wait. This can include food and drink, telephone calls, internet and WiFi, plus any additional transport expenses (taxi, bus etc). Please forward any relevant receipts or statements for my attention and I will review these for you. We will then organise your payment by bank transfer.I’m really sorry for the concerns that you have raised, and I completely understand that you may not have the best impression of us at the moment. Please be assured though that your experience is not the norm, and I do hope that it’s not too long before we get to welcome you back onboard. Yours sincerelyRobbie D[redacted]Customer Relations ExecutiveCustomer Relations

Consumer

Response:

Review: [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 15 minutes at this point.

Review: Virgin Atlantic is taking too long (more than 5 weeks, going on 6) to refund money and I have no money for a rebooked trip in one week.

My partner paid for a $2795 flight from las Vegas to London may 15th and canceled within 24 hrs. Virgin promised to refund it within a few days. Nearly 5 weeks (going on 6)weeks later, I have spoken to numerous agents who promised within a day or two, to saying it would take up to 6 weeks, but all promised sooner. None of them called back as promised.

My partner needs to send by mail some Child Support money that is needed for a child that is now starving and we have no money to travel with for the rebooked $1795 trip in a week's time. I am now filing to a complaint to return all of the money paid, $4,534 for this emergency. If I go on the trip, I have to borrow money and the trip itself [redacted] be extremely compromised. The child [redacted] not be fed or transported properly. Desired Settlement: I am seeking all moneys paid for both tickets and all bank interest for inconvenience of the 6 weeks delay in returning funds. The first ticket is $2795, as well as the second ticket, $1739 if the first canceled ticket is not returned by the last day of of their 6 week policy. This is a compensation for having me go on the second trip without any money, having to borrow for help and for starving a child. Virgin Atlantic is trying to keep funds so they may be earning interest while our funds are incurring bank interest.

Business

Response:

Business Response /* (1000, 5, 2013/06/25) */

Our ref: XXXXXXX/CUSNWK/1

25 June 2013

Ms. [redacted]@yahoo.com

Dear Ms. [redacted],

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

I am very sorry to learn of the delay you are experiencing with your request to refund tickets purchased. I would be more than happy to assist with your query, however, I am unable to research further without the passengers names, ticket numbers or flight details.

If you would be so kind to provide me with this information, I would be happy to follow up with the Refunds department.

If you would please send me the details directly, I will get back to as soon as I have had time to research the status of your refund.

I await your reply.

Yours sincerely,

Mary-Jo Keane

Customer Relations US

[redacted]@fly.virgin.com

[redacted]@fly.virgin.com

Consumer Response /* (3000, 7, 2013/06/28) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Original Cancelled ticket Ref number: F298N8 (from las Vegas to London July 4th)

New Ticket Ref number: F4MHMW (from las Vegas to London July 4th)

At this point, Virgin Atlantic has not refunded the cancelled ticket past their 6 week policy.

I have a flight leaving July 2nd (Las Vegas 2 nights) then to London July 4th. I do not

have enough funds for the travel now and it is too late for the purchaser (Gary Levermore)

to send via mail. He was supposed to send some Child Support deriving from the

original canceled ticket to be sent by post. I also asked Virgin to wave Change Fees

for the 2nd trip due to the fact that I am pushed against the new travel time without

proper financial ability for myself and a child. Virgin Atlantic refused to wave

Change Fees forcing me to travel. When I arrive in London,

the purchaser and I will be taking Virgin to court and sue for damages. We want all both

tickets refunded immediately since Virgin Atlantic has caused hardship and has threatened

a child's survival. At the very least, Virgin Atlantic needs to offer a settlement or we [redacted]

seek settlement in court, civil lawsuit or personal claim.

--[redacted]

Business Response /* (4000, 9, 2013/06/28) */

Our ref: XXXXXXX/CUSNWK/2

28 June 2013

Ms [redacted]@yahoo.com

Dear Ms [redacted]

Thank you for providing your booking information.

I am very sorry to hear that you have encountered such disappointment with the handling of your refund request.

I contacted the Virgin Atlantic Refunds department who confirmed that the refund claim XXXXXX has been processed and closed. Below you will find a copy of the credit card receipt issued on June 27, 2013 for your records.

Please be assured that I have bought the delayed refund details to the attention of the Refunds department manager for review.

Ms [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,

Mary-Jo Keane

Customer Relations US

Credit Card Receipt

________________________________________

The Office, Manor Royal, Crawley, West Sussex

GB



MID: XXXXXXX

TID: XXXXXXXX



XXXXXXXXXXXXXX

OID: _rebate_VAAVEGA_aa24d4f90ac93f9323d271c12eff



MR GARY LIVERMORE

VISA

XXXXXX[redacted]



REFUND USD2,795.40

TOTAL USD2,795.40



Authorisation to Credit





Sign:

________________________________________



AUTHCODE: XXXXXX

Review: I booked a round trip ticket to [redacted] on April 22nd 2015. My departure date was June 23rd and my original return date was July 9th 2015. I purchased my rountrip ticket with [redacted] insurance for an extra $75-85. While deciding after my first week in [redacted] I decided to stay for the summer so I made a phone call directly to Virgin Atlantic Airlines on July 5th 2015 to change my reservation date to come back on September 1st. I also changed reservations for my traveling partner, I was told there was a $300 fee each to change our reservation which was charged to MY credit card. When I showed up to the [redacted] airport on September 1st at 7;00am my traveling partner had an departing reservation but there was NOT a reservation booked for me. Now I was left stranded in the airport with no available customer service contacts due to Virgin Atlantic airlines not being present in [redacted]. I was forced to purchase another airline ticket, forced to find living and travel accomodations for the time being stranded in [redacted]. When I got to a safe environment I was forced to purchase an out of Country calling card just to get in contact with a customer service respresentative in which he told me over the phone there was nothing the airline could do for me. I then was forced to purchase a new flight home. I feel I deserve a refund of my returning flight in the amount of $881.50 or be compensated for the cost of the new flight I had to purchase to get home which was through [redacted] Airlines which costed me a total of $739. 63. If I cannot get compensated then I expect to get credit towards to a future flight for $881.50

I have called the airline multiple times since I have gotten back into the United States and I am continuously told I need to email [redacted] which I have sent multiple emails with no response back. I have attached my bank statement of a charge that I was booked for my traveling partner which was charged the same day the phone to call to change the reservation took place. I also sent an attachment of the phone records to prove the call took place. With the evidence I have provided the airline it is apparent that their staff made the mistake by not booking my reservation in which left me having to spend another $800 just to get home.Desired Settlement: I want Revdex.com to contact Virgin Atlantic Airlines so I can get a response back from them. I expect to get refunded the entire amount of the return flight of $881.50 and or $881.50 credited to another flight in the future. I think it is very unprofessional and disheartening I have sent at least 4 emails with my complaint and concern and I have not gotten any response.

Business

Response:

Our ref: [redacted]

13 October 2015

Ms [redacted]

Dear Ms [redacted]

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

I am sorry for the inconvenience caused to you as a result of amending your flights from [redacted].

I am happy to find that one of our Customer Relations Executives has already been in contact with you and have begun the refunds process.

I am happy to confirm that our Refunds team have processed the refund (claim [redacted]) of the un-used sectors of your reservation back to the original form of payment. As you have purchased this reservation through a travel agency, this payment will go directly to them who will then reimburse you.

I can also see that Rebecca has asked for you to provide a payment receipt and e-ticket information for the new flight that you had to purchase. Once we receive this information we can review and reimburse accordingly. If you could please send the receipts to [redacted] noting your file reference [redacted].

I hope you can accept my apologies for your recent experience. Please know that we always appreciate customer feedback as this helps us to make improvements to our service.

Kind regards,

Mary-Jo K[redacted]

Customer Relations US

Review: I made a reservation for travel from EWR to New Delhi on 5th Feb 2014, for a family of 4 members. The confirmation code was [redacted] for an amount 4655.52. When I shared the details with my wife, she pointed out the wrong dates that I used for this booking. Within 20 minutes, I called the airlines and mentioned about this. They suggested me to cancel the ticket and rebook a new ticket. As this all happened within 30 minutes, they said there will be no cancellation charges or change fee.I booked a new reservation with confirmation number [redacted] and new amount came to 4561.52. Now its been more than a month and I am still waiting for my refund. I called the airline last week and they said the refund is under processing. Today I received a mail from USREFUNDDept suggesting that they will charge a 350 dollar cancel fee per ticket. I called airlines to confirm this and they said no charges as this was all updated within few minutes. I have been calling them since but no action from airlines. My credit card company will charge me for late fee and interest. I need help please.Desired Settlement: Need a full refund as per policy and also compensation for my grief.

Business

Response:

Our ref[redacted]

05 March 2014

Mr Sushil Satija

29 Amy Lane

Sugarloaf, PA 18249

Dear Mr Satija

This letter is in response to your inquiry with the Revdex.com reference #9[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 refund. The refunds team has assured me they have corrected the error and will proceed with the full refund claim. I 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 3,000 miles. I 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 expectations. Once again, my sincere apologies for the refund error and delay.

Yours sincerely,

Mary-Jo Keane

Customer Relations

Review: Virgin Airline refused me to travel from [redacted] USA although I had valid documents. I had to buy an another ticket and pay for lodging and food which costed me $1,100.00. I am looking for reimbursement of my money. I have been communicating with Manager, US Customer Relations, Virgin Atlantic from last 40 days but no resolution has been made.Desired Settlement: I am looking for $1,100.00 in reimbursement for ticket/lodging I bought from [redacted].

Business

Response:

Our ref: [redacted]

06 August 2014

Dear Ms [redacted]

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

We see you have been in touch directly with our Customer Relations team with file reference [redacted]. Our customer relations team has thoroughly researched your claim and below is the most recent reply sent on August 5, 2014.

The file has been referred back to our Refunds team (refund claim [redacted]) who will refund the appropriate amount, as per the rules of the fare purchased.

Kind Regards,

Hi [redacted]:

Please accept my sincere apologies for the delay in response.

As requested, I've gone back to our duty manager in [redacted] to confirm the documents that were presented to our staff, at the time of check-in, for flight number [redacted] on April 16th, 2014.

On April 16th, I can confirm the documents presented to our staff consisted of your I-551 stamp and not a valid I-797 letter issued by the Bureau of Citizenship. You had a I-797C (Notice of Action) instead of a valid [redacted] and that document does not qualify for exemption for the DAT Visa requirement. Our staff confirmed the documents you had in your possession at the time with the British High Commission and they confirmed that they would not allow you to transit the UK. For whatever reason, the I-797 letter was not presented to the staff at the time. This information was documented at the time of occurrence.

Once Immigration authorities inform the airline that you will be denied transit, we cannot allow you to board the aircraft. This information is stated in our Conditions of Carriage, under Article 7.1.17 which states that we have the right to deny travel if we have been informed by the Immigration or other authorities of the country to which you are travelling, or for a country in which you wish to transit, that you will not be permitted entry to such country even if you have valid travel documents. That being said, once the authorities denied transit, we had to comply.

Our Conditions of Carriage can be viewed on our website, please click the following link:

http://www.virgin-atlantic.com/us/en/travel-information/customer-service/conditi...⇄ />
In addition, your refund claim number is [redacted] and will processed for the appropriate amount, as per the rules of the fare purchased.

Once again, I'm sincerely sorry for the inconvenience this situation caused you. I'm certain your next flight with us will be without incident!

All the best,

Consumer

Response:

Thanks for reply but I am concerned about my refund amount. I spend almost $1100.00 for another ticket/lodging etc. I am seeking full reimbursement of my loss.

Review: Flights were made with a credit card that had been reported as lost. tried to cancel flights called virgin and they were not helpful and basically dismissed what I said. I then called american express because the tickets weren't canceled and then called again and was told it would be taken care of by [redacted]hen called virgin and said [redacted]ould handle it. and all this run around made it impossible to have these tickets canceled within the correct amount of time. And today I was speaking to a woman at virgin who kept trying to ask me leading questions as to make it my fault and not theirs for completely ignoring me each time I clued with in the las 3 days. In the end I had to pay $900 because they didn't resolve my problem when I first called. I have never dealt with such disrespect. I was also put on hold each time for about on average 45 minutes and when I asked to speak to a supervisor at virgin and all different calls I was never able to.Desired Settlement: I would like to be refunded the $900 that they charged for not canceling it with in the 24 hour period. And this happened because the wouldn't help me or told me there was nothing they could do. I have never dealt with such disrespect. I was also put on hold each time for about on average 45 minutes and when I asked to speak to a supervisor at virgin and all different calls I was never able to.

Business

Response:

The customer was sent the following reply via email on 09May14

Our ref: [redacted]

Review: Virgin Atlantic Complaint Ref: [redacted] was booked on flight # 2 of Virgin Atlantic on date 29th March 2013 from Newark to London.Also I had a connecting flight # 354 from London to Mumbai with Virgin Atlantic.As I had an additional bag with me I paid $ 48 on Dt. 02/28/2013 and $ 112 on Dt. 03/24/2013 for another additional bag through their website.On 29th March at the airport I was told that the flight from Newark to London was leaving late so I would not be able to catch my London_ Mumbai flight and was told to come the next day i.e 30th March.Again on 30th March I was told that the Newark - London flight was late so I would not get my connecting flight.After much arguments and persuasion I was accomodated in a Continental Airlines Flight from Newark to London so I can catch my connecting Virgin Atlantic flight # 354 from London to Mumbai.Upon Checkin with Continental Airlines counter I was told to pay $ 500 for the extra baggage for which I had already paid Virgin Atlantic in Advance.I talked with the Virgin Atlantic staff on the airport and was told that I would get the baggage fees paid to Continental refunded after filing a claim with Virgin Atlantic customer service.I filed a claim as soon as I came back from Mumbai to which I got a letter Dt. 8 May 2013 Ref: 144796 saying that my claim has been forwarded and some one will get back to me.After that on Dt. 22 May I received a email saying that a refund of $ 160 was processed to which I replied to them that I should receive a total refund of $ 500 which I have paid to Continental.Again on Dt. 23 September I got a email from them that they have processed a further refund of $ 180 to which I again replied to them that I should receive a total refund of $ 500 from them.Again on Dt. 18th October I got a email asking to forward them the receipt from Continental which I did on on 28th October after that I did not get any response from them even after reminding themDesired Settlement: Refund of the Balance $ 160 And further suitable compensation from them regarding this hardship which I had to go through without any fault of mine.And their lethargic and pathetic Customer service with whom I am dealing with since last 8 months and who are not able to process a genuine and simple claim like above since 8 months

Business

Response:

The following message was sent via email to the customer today 31Dec13.

Our ref: [redacted]

31 December 2013

Ms Mohita Myatra

[email protected]

Dear Ms Myatra

Thank you for your further emails. Firstly, I appreciate your frustration for the delay in my response and please accept my apologies for this.

Unfortunately I have been away from the business for personal reasons and I have only recently returned. I understand that awaiting a response can be frustrating and I am sorry for this.

I have arranged for a cheque for $340 to be sent to you and this should arrive with you shortly.

Once again, sorry for any further frustration caused and I hope we will have the opportunity to welcome you onboard in the near future.

Yours sincerely

Geraint James

Customer Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9855701, and find that this resolution is satisfactory to me.

Sincerely,

Mohita Myatra

Review: On May the 29th/2014, I was booked on flight [redacted] under the booking indicated in the reference. I checked myself in at the ticket counter for such flight around 19.15 at the self-check-in machine. Immediately after that, I dropped my luggage off at the respective area for Premium Economy passengers. A few minutes later, I went through the security checkpoint to the boarding gates/departures area, with plenty of time to walk around the stores because my plane was departing at 22.00. I arrived to Gate 35 to board my flight at 21:30 and the agent at the gate told me that I missed my flight; I questioned him why I missed my flight when the time at the moment was 21:33 and the agent replied that they were trying to call me because they have an early departure. I asked him why they didn't page my name on the airports PA system and he didn't answer that question for me. Instead, he told me that my luggage was already removed from the plane and that I have to go to collect it at the baggage reclaim. Even though I protested, he told me that there was nothing he could do at that moment and reiterated that I had to proceed to reclaim my bag and re-book my flight for the next available to [redacted]. When I arrived to the reclaim area, I did not find my bag and no employee was around in that area so I could ask what to do or where to go. With no suitcase in hand, I rush over to Terminal A to re-schedule my flight, running to make it there before 11. When I arrived, the time was 10:24 PM and contrary to what EVERYBODY had told me, the hub was closed. I had to call the US number cause no other phone no. was picking up. Her name was [redacted], and I explained to her my situation as best as I could. She gave me great news that there is a seat for the next flight out of [redacted] to [redacted] tomorrow night and she put me on it (with even the same class and seat as I'd booked before). She told me that I can mention her if I have any future arising issues regarding my flight. Lastly, she apologized to me for all the trouble I was going through. As you can see, after all this aggravation and nobody to help me at Heathrow, I had to overnight at the airport, looking for a bench where I could rest until the next day, when they re-opened the counter. Morning came finally and I awoke to a busy hub in front of me. I walk towards the desk and ask the agent sitting there about re-booking my flight, but she directs me to the 'At your service' kiosk in the corner. I go there at about 06.45 to 7.00 AM and I am attended by [redacted]. Like I did [redacted], I explained my situation and asked her to confirm whether my flight was for sure. She checked on the computer and told me it was, but in order to process it and confirm, there is a 50 fee. Judging that she was the serious type, I had no other option on pleading and accepted. What can I do? I didn't want to delay myself any further than I already was. She runs my card but now I learn the fee is for 100 because her co-worker next to her (whose name I could not read) said it had to be 100 because of a processing thing. It was a lot of airline jargon I couldn't understand. By that time, my card had already been swiped for 100 and despite the fact that she told me 50 originally. I had no choice but to sign the receipt as it was either I sign this receipt, or I could not fly onward to [redacted], in their exact words. I also asked at the end if there was a manager around by any chance, but I feel the women were being deliberately obtuse and told me they did not know where he was. I believe that this action was insincere and deceitful. I feel if I would have had the opportunity to speak with a manager, I most likely would have had my fare reduced or even absolved. My credit card was charged twice the quoted amount because of a reason I was not even told or not even was I asked permission to swipe my credit card for 100 versus 50. I asked her regarding my luggage status and she told me that I would have to present the luggage tag stub at check-in and then the Virgin Atlantic staff would retrieve my bag and put it on the plane.After the problem with the re-booking and still with no luggage for the rest of the day, I had to look for a place to be and pass time until my departure time at night (22:00). Of course, while having to incur additional expenses for my meals during the day.Desired Settlement: I would like my issue to be resolved by Virgin Atlantic refunding me the fees I was forced to pay, and for all the inconveniences I endured and fees I had to pay because of this situation. I expect an answer and a retribution for all the inconveniences and expenses that I was forced to incur, not to mention that I also missed my train connection in [redacted] to [redacted], and thus had to commute by car and undergo a refund process with penalties. To top it off, I was late for the wedding I was to go to

Business

Response:

Our ref: [redacted]

29 July 2014

Dear [redacted]

Thanks for your letter concerning your experience at [redacted]

I can see from the points that you have made that this was not the most pleasant of times and I certainly don’t envy you having to spend the night on the benches outside out ticket desk at Terminal 3.

It’s clear from your comments that something went wrong when you were being rebooked onto your replacement flight. Whether you were incorrectly told that the fee was £50 or overcharged the fee of £100 is hardly relevant as the bottom line is you were told one figure and charged the other.

Given this, I’m quite happy to reimburse you £50 so that you have effectively paid the amount you were initially told. For what it’s worth, £100 was the correct figure as the fee does step up to £100 if you miss your flight. £50 is the fee to change your flight ahead of schedule.

Our refunds department will process the request as soon as possible and credit it back to the card you used at the time. They may as part of this process need to contact you to confirm your card details so please look out for their email or call.

That aside, I also feel bad about your overall experience and it does seem that there are a number of areas where we could have acted better. For that reason I have credited 7,500 miles into your Flying Club account by way of an apology.

I know this experience hasn’t painted the greatest of pictures of us however I do hope we can still look forward to welcoming you on board in the future as we’d love to at least go some way towards restoring your faith in us.

Kind regards,

Customer Relations Executive

Review: I recently called [redacted] to talk about a flight that I missed. I was traveling on business in [redacted] and [redacted]. On the last day of my trip I had a connecting flight from [redacted] to [redacted] operated by [redacted] to get to my return flight home from [redacted] to [redacted] (my [redacted] flight). There was an emergency in the [redacted] airport and I was unable to make my connecting flight to [redacted] has acknowledged the emergency and refunded my non-refundable ticket. They were kind and understanding and realized that I was a valuable customer because I travel internationally constantly for business.

I called [redacted] to see what could be done about my flight that I was unable to make. I spoke with a customer service agent who directed me to speak with a sales rep named [redacted] whose extension is [redacted] was incredibly condescending, I was astonished by the way she treated me. She was crass, curt, and cold and as I said before was condescending. She dismissed and diminished me as a customer and as an individual. I asked to be transferred several times to someone else in her department or someone higher up simply because I did not appreciate the way she spoke to me. She refused to transfer me to anyone but customer service who I had already spoken with. She told me that there was literally no one else but her, no one else in her department or in any other office. I am appalled and utterly horrified by the way I was treated by [redacted]. Her curtness was truly shocking and she should be removed from a position of customer service. I would like fully refunded for my flight that I was unable to make especially under the circumstances of how I was treated. I do not want a travel voucher as I plan to never fly [redacted] again.Desired Settlement: I would like to be fully refunded for my flight I was unable to make including taxes especially under the circumstances of how I was treated. I do not want a travel voucher as I plan to never fly Virgin again

Business

Response:

Our Customer Relations team who are handling this concern have sent the following email directly to Ms [redacted].

Our ref: [redacted]