Expenses claim, unresponsive.

We were on a flight diverted to Cardiff on 21 March Heathrow closure. We had an email saying, make your way home and send reasonable expenses for consideration. We were delighted they got us back to the U.K. frankly given the situation..and we just rolled with it.

It’s been downhill since then irritatingly. They are totally unresponsive with the taxi expense claim.

I filled in the form online on the 23 March and had an automated on screen promise of a claim ref number in 48 hours. Nothing for over a week, I tried again. Same. Tried emailing, twice.. nothing. No joy getting an agent on phone or chat. Not even an automated acknowledgment that it’s in the system.

Any tips on how to progress this? Totally understand they are busy… but this is terrible for customer loyalty. We travel upper every year on holiday and occasional business trips. We’ve have happily stuck with virgin despite the slowing eroding quality of the offering. Losing patience now though.

Thanks

We were stuck in St Lucia. Claim all sorted and just waiting for payment. Over $1000 and taxi fare back form Gatwick (didn’t have a receipt but they okayed it). Some taxes back and return of some flying points. Very impressed.

That’s good news. What method did you use? Web form, email, call? Thanks in advance. I’m just incredibly surprised by being ghosted completely. Very odd.

Sent an email to [email protected]

Had a response with reference number three days later, followed by email asking for receipts.
Confirmation two days later that all agreed and sent to refunds dept.
Not had money yet but they did say up to 14 days.

All monies now received. Impressed by the promptness and ease of process

Good to hear! I chased again and finally had a response. They requested details to make the payment and noted they are now running at 21 days to pay. I don’t mind waiting if it’s all in hand. My frustration was not getting any kind of initial acknowledgment, even if it was automated, so I knew it was received and a process had started. For what it’s worth we were delighted on the day that we had made it back to the U.K. even if it was to Cardiff (which is actually a lovely airport, with lovely staff and a fantastic taxi service that rose to the challenge) and had no complaints with how it was all handled. Just irritated the follow up to claim wasn’t as expected.