tired planes/attention to detail

Hi there all

I had a trip out to Japan not so long ago which was funded but included economy travel, My wife and I decided to upgrade to PE at our own expense and have a more comfortable trip. The Journey out was brilliant in all aspects and Virgin lived up to the brand image we all expect. The trip home was a wee bit different...the plane we should have flown back on was withdrawn from service and they laid on an aircraft taken straight from the Virgin old plane museum. The PE section was absolutely nothing like advertised, no foot rest etc or the extra touches that make paying the difference worth it. Not wanting to be a Victor Meldrew I wrote to Virgin and expressed my disappointment but recognising the aircraft change etc, obviously no one wants to fly in a defective aircraft!

We were offered an any class, space available, upgrade both ways on our next trip and use of the lounges. Still yet to use the upgrades, as there are never any spaces in the next class up free when we fly (it has to be done on the day of flight), but we have had lounge access. Not money back but at least something

So worth writing a letter in my opinion

Actually someone from VA did help me after reading my tribulation regards my UCS suite that was taped off due to
it being unfit for use, discovered this once on board and
all togged up in my VA pjs. Was offered 50K miles for my bump down from UCS and no monetary comp for the difference in price.
Eventually after some kind help I was refunded the difference and told to keep my miles too.

I think the trick is to be politely persistant without having a rant. No point them doing much if your going to give them the impression your a lost cause anyway y)