Urgent assistance - cancelled booking

Hi

I booked a reward PE flight (as well as a discounted PE fare) in January. I received no eTicket for the reward booking so phoned Virgin in March, who promised that one would be sent to an alternative email address that I gave them.

As of today, no eTicket has arrived. On phoning Virgin I discovered to my horror that the agent that I spoke to in March not only changed my email address but cancelled my booking! No mileage points were refunded to my account, so I had no idea this had taken place.

Who should I speak to in VS to try and sort this out? My flight is in early May to JFK.

Thanks!

smw

Originally posted by smw
As of today, no eTicket has arrived. On phoning Virgin I discovered to my horror that the agent that I spoke to in March not only changed my email address but cancelled my booking! No mileage points were refunded to my account, so I had no idea this had taken place.

Did the agent you spoke to at VS not offer to get this looked into?

If so, shame on them for washing their hands of the problem!

Who should I speak to in VS to try and sort this out? My flight is in early May to JFK.

As it concerns a reward booking, call your Flying Club number, explain to the agent that you had a booking which appears to have been cancelled in error, apparently by VS.

You may want to escalate it to a supervisor if the front line agent doesn't take ownership of the problem and try to help you.

Ensure you get the names of all the agents you speak to, in case you need to raise a formal complaint later.

Regards,
Mike

Originally posted by smw
Hi

I booked a reward PE flight (as well as a discounted PE fare) in January. I received no eTicket for the reward booking so phoned Virgin in March, who promised that one would be sent to an alternative email address that I gave them.

As of today, no eTicket has arrived. On phoning Virgin I discovered to my horror that the agent that I spoke to in March not only changed my email address but cancelled my booking! No mileage points were refunded to my account, so I had no idea this had taken place.

Who should I speak to in VS to try and sort this out? My flight is in early May to JFK.

Thanks!

smw

Hi smw,

Were you given a booking reference when you booked the flights ?

This all seems very odd. Why did you leave it so long before checking ?

I would ring on a weekly basis if I had not received an eticket and had no reference for my flights [?]. I booked flights a week ago and have had no eticket yet, but have looked at the flights on the website using my booking ref, and chosen seats.

I called FC on Monday and they said flights are def. booked and to wait a few days before ringing back. I shall be ringing them on Monday if no email appears. Although I have just noticed that the money has been charged to my amex .

I hope you get this resolved and that there are still seats available [y]

Why did I not check earlier?

Probably stupidity on my part!

I phoned again this morning only this time I was able to get the name of the agent that I spoke to in March. The agent yesterday claimed that they did not have this information, and today I got his extension number.

Anyway, they are going to phone back after 2pm to try and sort it out. Hopefully they will upgrade us to UC from PE!

Thanks for the help. Does anyone know why this ticket would have been cancelled, on what ground would VS do this?

smw

Originally posted by smw

Does anyone know why this ticket would have been cancelled, on what ground would VS do this?

smw

You would need to pay the tax on the reward ticket. The only reason I can think for why your ticket has been cancelled is non authorisation of your credit/debit card.

Your card isn't normally debited at time of booking, they do this at a later time when your E-Ticket is raised.

It's possible they have been trying to contact you to collect the tax payment without success??? Check what phone numbers you have logged with them...

Rob

The tax was paid on the reward ticket at time of booking. Talk about timing, but the tax was refunded to my credit card this morning!

smw

Originally posted by smw
Rob

The tax was paid on the reward ticket at time of booking. Talk about timing, but the tax was refunded to my credit card this morning!

smw

something fishy is going on [:?] , have they called you back yet ?

VS have phoned, all sorted with 5,000 bonus points as compensation!

(Lounge access would have been better)

smw

Originally posted by smw
VS have phoned, all sorted with 5,000 bonus points as compensation!

(Lounge access would have been better)

smw

Excellent [^]
Did you get the eticket yet though ? [:w]

Good news SMW, glad everything got sorted. [y] [^]

The eTicket arrived through 15 minutes after speaking to the agent!

Thanks everyone for all your help.

smw