In May I booked a flight from LAX to LHR through the Virgin Website. When the tickets arrived (we had paper tickets because I was traveling with an infant), a higher fare than I was quoted was shown. My Credit Card Statement subsequently showed the higher fare had been charged.
Before I traveled I called VS and after referring the booking to fares I was assured that a refund would be processed. Upon my return there was still no refund and I contacted VS customer relations.
After writing to them by email I finally got a response that basically said that the fare quoted was wrong, the fare charged was correct and that they would not refund the difference. Apparently they hadn't charged enough taxes.
I responded explaining that I booked my tickets based on the fare quoted, was never contacted by them to advise of the error and that I was told I would be refunded the difference. I also pointed out that from the information in their letter I was undercharged on the 'YQ' tax, which I believe to be a fuel surcharge not a 'Tax'.
They have responded again and told me
" I would like to reiterate that there was an error in the fare quote given to you and that you were charged correctly. I would like to offer my deepest apologies for this instance. Whilst I can appreciate your reasons for asking, I am sorry I am unable to respond more positively in this case."
I have now contacted my credit card company (Citi Hilton HHonors Visa) who, as a result has cancelled my account and will be issuing a new card. I now have to get an affidavit signed to claim back the money from them.
Can Virgin do this? Do I have any claim on the notary fees I am going to have to pay?
Anyone have any similar experiences?
Before I traveled I called VS and after referring the booking to fares I was assured that a refund would be processed. Upon my return there was still no refund and I contacted VS customer relations.
After writing to them by email I finally got a response that basically said that the fare quoted was wrong, the fare charged was correct and that they would not refund the difference. Apparently they hadn't charged enough taxes.
I responded explaining that I booked my tickets based on the fare quoted, was never contacted by them to advise of the error and that I was told I would be refunded the difference. I also pointed out that from the information in their letter I was undercharged on the 'YQ' tax, which I believe to be a fuel surcharge not a 'Tax'.
They have responded again and told me
" I would like to reiterate that there was an error in the fare quote given to you and that you were charged correctly. I would like to offer my deepest apologies for this instance. Whilst I can appreciate your reasons for asking, I am sorry I am unable to respond more positively in this case."
I have now contacted my credit card company (Citi Hilton HHonors Visa) who, as a result has cancelled my account and will be issuing a new card. I now have to get an affidavit signed to claim back the money from them.
Can Virgin do this? Do I have any claim on the notary fees I am going to have to pay?
Anyone have any similar experiences?
. And in the UK Trojan is a record label.
