VS34 ANU- LGW flight cancelled, bumped - then downgraded!

Rare post from me, although I'm an avid reader - great forum! my story is as follows - bear with me... been a loyal VA customer for a long time, the last 4 years we have been to ANU, as this is now a firm favourite. Booked up for this year the day the flights were released (11 months in advance) as I wanted to treat the family to PE return (2 significant birthdays nearby!) anyway, got an e-mail a few weeks back saying the return flight to LGW 12th Apr had been cancelled and we had been booked on the flight the next day - no great disaster except having to pay for an extra night at the hotel. Today I get a call from virgin advising that the flight was now overbooked and we are to be downgraded to Economy and was offered the following choices... a) get local flight to Barbados and fly home PE from there (4hr wait in airport) b) fly a day earlier to Barbados - be put in hotel overnight then fly home PE the next day (not ideal with 2 kids in tow!) or c) accept a £20 on board spend voucher + a green voucher (£250 off future spend) and a refund on the difference from PE to Ec. I'm not saying the offer is terrible and there are a lot worse things going on in the world but this was a special treat (these 40th birthdays don't come around every year!) I feel a distinct lack of caring on their part.

I've read that we could be entitled to a 75% refund on the flight in question, can anyone confirm?

Like I say, worse things going on in the world but Virgin are going down in my estimation this year- I have also recently found out with flying club I have little chance of using my miles (217k of them!) on any family flights as there are rarely seats available in school hols - so these are a bit pointless unless we can go without the kids, nice idea but highly unlikely!

Rant over -I'm clearly a novice, any advice appreciated. Thanks. oo)

Hi Smiffy, let's see if I can be of help..

75% refund would be from?? I think you are referring to the reward redemption refunds of miles outside of the 7 day window... Sorry if I may have misunderstood your meaning. In this circumstance though, if VS are the ones cancelling the flights, refund in full is yours should you decide to try with another carrier.

In terms of their offers, they are pretty fair in my view although as you say not the best in your celebratory circumstances. Have you made VS aware that a few special events are coming up? It may be the case they can help you to a more agreeable outcome to make the experience extra special.. who knows. Extra legroom seats free of charge and some supplies from the front of the plane would be a bit of a cheeky request..

Unfortunately for the agents that make these calls, they are working from a fairly rigid playbook as to avoid any legal clashes or misunderstandings, you may need to speak with one of the supervisors to make the call on how they can really help you out.

With 217K miles in the bank there are always on the day upgrades as a random treat every now and again for yourself and the family y)

Hope I have been of some help 8D

I've read that we could be entitled to a 75% refund on the flight in question, can anyone confirm?

Yes under EU261/2004 you are entitled to 75% refund.

See Article Ten

Thanks for the rapid responses, Joey - thanks for your insight, the extra legroom economy seats are full, I fear the cancellation of the Friday 34 flight has left lots of people with issues, the agent said they are having to fly some passengers on AA to New York and then home from there as all other carrier flights are also full - including the BA from ANU on the next 2 days. With such a full flight I guess using miles for upgrades on the day will also be a no go!

Tontybear - many thanks for that link, I thought I had read that on here somewhere.

Much appreciated both.

Yes under EU261/2004 you are entitled to 75% refund.

See Article Ten

Apologies thought the OP may have been talking about a mileage ticket refund.

Just outa curiousity, do you know it this is prorated to the downgraded sector only or the whole ticket price?

I can't help much with the advice on what to do, but you have my respect for the measured way you're taking this.

Using miles in school holidays can be a real pain, but not impossible. My other half is a final salary pens...sorry, head teacher...and so we are constrained to the school holidays. We've used a fair few miles over the years; the key is being flexible in terms of destination.

If you fly to BGI will VS pay for the local flight?

If you fly to BGI will VS pay for the local flight?

Yes they would, if it was just 2 of us we'd have probably gone for that - but with 2 kids and 1 who hates flying (must get that from mum!)it wasn't really an option.

I'm also assuming there will be a lot more bumped passengers from the cancelled 034 flight on the 12th who will be flown to BGI on the Friday, put in a hotel overnight and flown back to LGW on Saturday flight.

I see my booking has now been changed from a nice silver colour back to red, but I have no idea how much the refund will be. I'll be fighting it if it is not the 75% refund as stated in the post above from Tontybear. The law seems pretty clear - even for an EU document!

We'll see.

Turns out the 75% discount only applies if you are downgraded at airport and not offered Green voucher, Really? 'itches chin...'

Turns out the 75% discount only applies if you are downgraded at airport and not offered Green voucher, Really? 'itches chin...'

Utter tosh, ask them where in the regulations it says that.

For example, under cancelations, article 5, it specifically states that the compensations is due, UNLESS they passenger was told 2 weeks prior. No such bit under the downgrade section.

Turns out the 75% discount only applies if you are downgraded at airport and not offered Green voucher, Really? 'itches chin...'

Utter tosh, ask them where in the regulations it says that.

For example, under cancelations, article 5, it specifically states that the compensations is due, UNLESS they passenger was told 2 weeks prior. No such bit under the downgrade section.

Hmmmm, sorry Hamster I disagree :#

I can think of a way VS legal could (and will) look at this.. In rebooking you back on an economy ticket more than 2 weeks in advance of the flight they have effectively cancelled the first booking and made a new one.. downgrades would be def applicable at the airport without argument given the time frame involved, but in their eyes they have given a large enough window to say "sorry we cannot accommodate your original request but here is an alternative (or three actually).. do you accept? or would you like to cancel?"

Hmmmm, sorry Hamster I disagree :#

I can think of a way VS legal could (and will) look at this.. In rebooking you back on an economy ticket more than 2 weeks in advance of the flight they have effectively cancelled the first booking and made a new one.. downgrades would be def applicable at the airport without argument given the time frame involved, but in their eyes they have given a large enough window to say "sorry we cannot accommodate your original request but here is an alternative (or three actually).. do you accept? or would you like to cancel?"

Good point, so yes, Virgin should call it a cancellation, and then a new ticket being booked but in a different class.