V-Flyer

Hello,

This is my first post and sorry to say a negative one!

I have just got back from holiday and feel slightly let down by Virgin. I used my flying club miles to book 3 Upper Class tickets, LHR-ATL at a cost of 40,000 each plus the usual charges.

Unfortunately my seat failed to flip and transform into the bed which was most disappointing. The service manager came over and said that nothing could be done as it was jammed but as compensation she would credit my flying club account with 4000 miles. I thanked her for her efforts and gave her my details although deep down I was not really happy with the 4000 miles!

I just feel if they are going to give away miles as compensation or goodwill gestures then 4000 is a little too low. After all, the flatbed seat is the key selling point for UC, it makes all the difference from PE.

Has anyone else had similar problems? Is 4000 miles the standard resolution to in flight problems?

Hi and welcome. Sorry to hear UC wasn't all it was cracked up to be. Unfortunately the seats do go wrong from time to time and if there's a spare seat in the cabin you'd normally be offered that.

4,000 miles does seem fairly derisory given, as you rightly say, a flat bed is one of the key USPs of UC. I'd write to Customer Services and express your disappointment, and see what happens.

This does seem rather low and I was sorry to hear you had an issue. As a comparison, I was provided with 8000 miles for a faulty IFE screen on a short East coast flight back to LHR recently which I was happy with on that occasion. I was also provided with a nice bottle of something to take away and of course was offered a DVD player, though with a seat it's rather more difficult if the cabin is full.

I would certainly write in with feedback as you say the ability of using a flatbed is one of the unique selling points. Good on the crew for apologising and offering something as clearly nothing else could do done.

Do let us know how you get along.

Jon

Thanks for the quick responses,

I was wondering if it had anything to do with me booking with miles rather than cash? Would she have known it was booked with miles? Just a thought?

Definitely too low.
I got 4000 because there were not enough salmon starters to go around. They told Mrs D she would not be getting one and she volunteered me to have soup instead. It was a turbulent flight and we all had a bit of laugh about trying to eat soup and I went for the third option which I now can't remember.
I didn't even see it as a problem.
Having no flatbed on an outbound wouldn't bother me, but if it was the return flight I'd be well miffed and want at least 10000 which I guess would be the upgrade from PE.
Definitely a letter or email to Crawley Towers.
Dick D

I agree with the sentiment for "too low". I got 8000 for not being refunded the cost of seat plus, even though there was no refund due as they never took it in the first place (even though three people all told me i was due it!).

I believe the 4000 is a much as the onboard crew can issue. Anything further is dealt with by Customer Relations on a case by case basis.

Definitely write to Crawley Towers - 8000 miles seems to be their standard offering for Upper Class complaints. That is what I got for a complaint about a very rude G4S [Virgin out-sourced] employee at Manchester.

Will be interesting to see if "Mr G4S" is still around on my next flight from Manchester in under two weeks time...!

On our outbound flight on VS71 in UC, my seat would not recline, however was not an issue as it was a day flight. I was given 12,000 miles and a £40 voucher for onboard.

Definitely get in touch and say that you're not happy with the 4,000!!

Dan

Ok, I will certainly give it a go. What do you think would work better, the online customer relation form or a letter? Thanks.

rlap1 wrote:Ok, I will certainly give it a go. What do you think would work better, the online customer relation form or a letter? Thanks.

I used the online form for a minor observation about a 'first world problem' and got a phone call a couple of days later.

Had the exact same problem coming back from MIA a few weeks back, 10,000 miles was my compensation.

rlap1 wrote:Ok, I will certainly give it a go. What do you think would work better, the online customer relation form or a letter? Thanks.

TBH it makes no difference.

They go through the same process.

Just sent the online form, I will let you know how I get on.

Mrs T got 8000 miles on board + £40 duty free vouchers for an UC seat that wouldn't recline. We emailed via the website when we got home & received a further 10,000 miles. Like everything in life, they try & get away with the minimum compensation & increase this when you make a formal complaint, good luck! Let us know how you get on.

i would expect something closer to the difference in miles between premium economy & upper class.

You also paid more in taxes for your UC seat. 4,000 miles is a pisstake.

BA Crew can offer 40,000 Avios onboard for no recline on seat in Club World. I'd hope VS could offer something similar (maybe not so much if seat would still recline, just no bed)

I received 8000 on board for a non working IFE on a return UC flight - hubby swapped seats and went to sleep for 7 hours of the 8 hour flight home.

Good news! On Tuesday morning I received an email to say they had added a further 21,000 miles to my account on top of the 4,000 already credited. I now feel this is an acceptable resolution. Well done to the customer relations team and thanks for everyone's input.

That is more like it.
Well done.

Dick D