Mentioned on here previously that on December 12 I wrote for 2 reasons to VH/VA, regarding a couple of complaints following our holiday earlier that month, namely:
a) Had booked a P class (First/Business) on an internal Amercian flight with VH from MCO to LAS, but upon check in was told (rudely)that it was only K class and had to queue again in Economy, despite my itinery saying First, and no other seats were free. An error had been made with the call centre in India in this respect, and it took the edge off our holiday a bit, as we like the Business service on internal flights.
b)On our international flights home, my wifes UCS completely lost all power including IFE and table and any movement except manually, on the chair. On an overnight flight this was a bit of a nuisance. This was a EC mile reward ticket up to UCS.
After a chaser last week I got 2 replies of which I am happy with:
a) Letter of apology, advising that the sales clerk should have overidden the published fare code with that of Business Class, when pricing up internal flights, so whilst he was quoting all the right things, he didn't ultimately input it into the computer correctly. it turns out I was charged for Econmy in any case (820 for both). Had a nice acknowledgement letter of inconvenience and understanding of how I felt and 300 off vouchers from next VH, no restrictions, used within 24 months.
b) E-mail apologising for delay in responce and for the inconvenience etc. 12000 miles for my wifes account.
Pleased with the responces and offers/GOGW etc. What do you think - was this fair recompence?
a) Had booked a P class (First/Business) on an internal Amercian flight with VH from MCO to LAS, but upon check in was told (rudely)that it was only K class and had to queue again in Economy, despite my itinery saying First, and no other seats were free. An error had been made with the call centre in India in this respect, and it took the edge off our holiday a bit, as we like the Business service on internal flights.
b)On our international flights home, my wifes UCS completely lost all power including IFE and table and any movement except manually, on the chair. On an overnight flight this was a bit of a nuisance. This was a EC mile reward ticket up to UCS.
After a chaser last week I got 2 replies of which I am happy with:
a) Letter of apology, advising that the sales clerk should have overidden the published fare code with that of Business Class, when pricing up internal flights, so whilst he was quoting all the right things, he didn't ultimately input it into the computer correctly. it turns out I was charged for Econmy in any case (820 for both). Had a nice acknowledgement letter of inconvenience and understanding of how I felt and 300 off vouchers from next VH, no restrictions, used within 24 months.
b) E-mail apologising for delay in responce and for the inconvenience etc. 12000 miles for my wifes account.
Pleased with the responces and offers/GOGW etc. What do you think - was this fair recompence?
