Need advice on mistake made by VS.

Hi

I need advice.

I booked UC reward flights for my 2 brothers and I going out LHR-LAX and coming back SFO-LHR. We later decided to change our dates which we did over the phone. They charged us £25 each to make the change and I was told that the new e-tickets would be sent out.

The new e-tickets have now arrived and unfortunately the agent has made a BIG mistake. Our dates were changed correctly, however the agent must have mistakenly changed mine to a LHR-LAX-LHR return. I have since spoken to Customer Service who have gone through the notes and have admitted that the fault is with them. They have said that their system is down and they will call me back when it is back up. However, in the meantime I have gone onto the Virgin Website and looked for reward seat availability SFO-LHR and there is none for that same day, either in UC, PE or Economy. In fact there is no reward availability either side of that date for 3 or 4 days.

Given that I have already booked non-refundable hotel rooms in LA, Vancouver (part of our trip) and SFO, I cannot afford to change dates and cannot see anyway that I can even be flexible as it was their fault. In view of this, what would you expect VS to do? I would have thought that they would need to bite the bullet and release an extra UC reward seat for SF0-LHR for that date in order to amend their error. Am I being unreasonable?

Hi

I need advice.

I booked UC reward flights for my 2 brothers and I going out LHR-LAX and coming back SFO-LHR. We later decided to change our dates which we did over the phone. They charged us £25 each to make the change and I was told that the new e-tickets would be sent out.

The new e-tickets have now arrived and unfortunately the agent has made a BIG mistake. Our dates were changed correctly, however the agent must have mistakenly changed mine to a LHR-LAX-LHR return. I have since spoken to Customer Service who have gone through the notes and have admitted that the fault is with them. They have said that their system is down and they will call me back when it is back up. However, in the meantime I have gone onto the Virgin Website and looked for reward seat availability SFO-LHR and there is none for that same day, either in UC, PE or Economy. In fact there is no reward availability either side of that date for 3 or 4 days.

Given that I have already booked non-refundable hotel rooms in LA, Vancouver (part of our trip) and SFO, I cannot afford to change dates and cannot see anyway that I can even be flexible as it was their fault. In view of this, what would you expect VS to do? I would have thought that they would need to bite the bullet and release an extra UC reward seat for SF0-LHR for that date in order to amend their error. Am I being unreasonable?

They will probably look into the history of the availability - I.e. The date the change was made they will check if there was reward seat availability for SFO-LHR , and if there was availability at the time they will release an extra reward seat for you.

Is it just your route that has changed or all three of you?

I would thikn you will be fine, they have admitted the mistake and will do everything they can to put it right. In cases like this, to put things right there is a lot that can be approved over and above what they normally do when they just want to make money.

Please do update us on the result, it seems a pretty open and shut case, especially if your other tickets have been changed.