I lost my VIRGINity today.

- our son (13) is entitled to an account although we were previously told he needed to be 16, so he has his own miles compensation now but am not happy I didn't check myself as he's missed out on some decent miles in the last 18 months. Never mind.

You can open a FC account as soon as you are 12 (though need parents permission)so god knows where the person you spoke to got 16. See T&C 2.1

But you (he) can make retrospective claims for any flights taken he has taken in the last 6 months and get the miles and TPs.

Didn't think I would need to update this thread, but...

Having had the letter of 40K each compensation in miles and logging in to check they were there (after setting up and faxing all info for my son's account). I was looking for reward seats today and realised each of our accounts have had the 40,000 removed.

It seems (after my 90 minute phone call) that someone at Virgin messed up and we weren't due any compensation so they've removed the points!

Beggars belief really. To err once might be regarded as a misfortune but to cock up a second time is just carelessness.

That's me, VH and VS well and truly parting company.

I am so sorry to hear this. You have my sympathy. Any dealings with any company should not be a battle.
Best wishes for future flights !
Hiljil

That is kind of shocking actually
Not surprised that you are parting with VS I would do the same if that happened to me I reckon
Was the 90 min call after they removed your points ?

Didn't think I would need to update this thread, but...

Having had the letter of 40K each compensation in miles and logging in to check they were there (after setting up and faxing all info for my son's account). I was looking for reward seats today and realised each of our accounts have had the 40,000 removed.

It seems (after my 90 minute phone call) that someone at Virgin messed up and we weren't due any compensation so they've removed the points!

Beggars belief really. To err once might be regarded as a misfortune but to cock up a second time is just carelessness.

That's me, VH and VS well and truly parting company.

From the start of your trip I think you and your family have been treated absolutely appallingly by Virgin and are entitled to compensation.

Post on the VS facebook page and start to embarrass the heck out of them.

And write to Craig Kreeger at Crawley giving chapter and verse of your dealings with his staff and asking him if this is how he expects his customers to be treated.

The 90 minute call was me trying to find out what -40,000 meant on all our accounts! The points were there yesterday and I was looking to cash out. I thought it must be an error!! 90 minutes!

Re Facebook. I have posted. If anyone wants to 'like' they are more than welcome, what good it will do I don't know.....if you don't 'like' it may at least give you a smile.

We've already enough miles for two UC flights but to be perfectly honest I feel sick at the thought.

I fell worse now than I did at Twilight Check-in!

That's just awful.

I'd go with Twitter as well as Facebook personally. When did you post on FB though as I cannot see anything the last few days :-/

Twitter is my preferred route, but 140 characters doesn't do it!

I posted on FB and can see it from hubby's account so not sure what I've done...

I am on currently the second post on 'recent posts by others'.

Didn't think I would need to update this thread, but...

Having had the letter of 40K each compensation in miles and logging in to check they were there (after setting up and faxing all info for my son's account). I was looking for reward seats today and realised each of our accounts have had the 40,000 removed.

It seems (after my 90 minute phone call) that someone at Virgin messed up and we weren't due any compensation so they've removed the points!

Beggars belief really. To err once might be regarded as a misfortune but to cock up a second time is just carelessness.

That's me, VH and VS well and truly parting company.

From the start of your trip I think you and your family have been treated absolutely appallingly by Virgin and are entitled to compensation.

Post on the VS facebook page and start to embarrass the heck out of them.

And write to Craig Kreeger at Crawley giving chapter and verse of your dealings with his staff and asking him if this is how he expects his customers to be treated.

I fully back Tonty's call here not to let this rest. I will check out your FB post, but if that doesn't work I would write to Craig Kreeger. It is simply appalling how you have all been treated and though raw and depressing, don't give up on this until you secure a resolution you are happy with.

All the best.

Jon

That is really weird as the last posts by others on the FB page do not contain anything from you !

I can see it ?|

I don't see it, when did you post it Marshy?

I'm becoming paranoid now....

I posted this afternoon, I can see me as the third current post behind Linda xxx and Anne xxx.

What about this link https://www.facebook.com/virginatlantic ... 3811632679

Does that work, although if it does, it somewhat defeats the object....

I can't see it now, so have opened another FB (perhaps I'm a trouble maker!) and have posted it again.

Could someone be so kind as to let me know they can see it? Thank you.

It's so sad to hear of this sort of treatment because my experiences have only ever been positive but I do hope it gets sorted out once and for all soon .

[Darren Wheeler]

The wonders of FB have probably put it in their spam folder.

Try just a one line or so comment referring to that link

I did try and link and it was gone before I filed it.....I guess they are wise to spam.

I'm hopeful this post can now been seen, albeit it's not really me but under my name with an email address I still have. I am no FB expert, but apart from this forum I don't seem to have anywhere to outlet this whole saga.

Thank you all for the advice and comments, I'm not a hot-head, so for a perfectly reasonable (and placid) individual, this has been an astonishing exercise is zero customer service. If I hadn't documented it here to begin with, well quite honestly, I wouldn't believe it myself.

Upper Class? I have to laugh. Easy Jet/Ryan Air could do better on a bad day.

Edit - Virgin FB just won't show it, so I've whacked it on RB's timeline. It seems to be there. How long it will stay is anyone's guess and it clearly wasn't where I really wanted it to be.

I still can't see it. Maybe email Greg or Howard directly with the link and ask them? Or do as Darren suggested and post a onliner with a link to the hidden post?

Email address is [email protected]

Sounds strange your post doesn't show but others that are negative do

Keep at them, no excuse for how you've been treated

Marshy11, whilst I sympathise with the shoddy treatment you have received from start to finish regarding your outbound trip etc I've just re read your return TR and you seemed to enjoy it immensely and even recommended upgrading to UC so I find your last comments re easyjet/ Ryan air a little strange to be honest

Marshy11, whilst I sympathise with the shoddy treatment you have received from start to finish regarding your outbound trip etc I've just re read your return TR and you seemed to enjoy it immensely and even recommended upgrading to UC so I find your last comments re easyjet/ Ryan air a little strange to be honest

The return trip plays no part in my complaint, hence why I wouldn't let it cloud my TR.

The outward lgw staff attitude and lack of care/communication was the fiasco, coupled with the hotel not having our booking only topped by the compensation being given by the left hand and taken by the right. Have you stood at a checkin desk being told to 'move' so they can book other passengers in whilst they tell you your ticket for UC is only valid in Y? It is slightly surreal.

If that isn't honest I am not sure what you want me to say. The return was fine, we got what we paid for, it wasn't the staff on the return that failed us, so I haven't and would not criticise them. But VS on the whole were worse than dire, worse than EJ on a bad day.

At the risk of being shot down in flames, 120,000 miles seems extraordinarily generous.

Make no mistake, I agree VS have handled your case very badly. But they didn't break their contract with you: they offered you two options to get you where you wanted to go in the class you paid for, and you accepted one of them.

So as far as I can see they offered you £1800 worth of compensation (if you were to buy the miles for 1.5p each) simply for shoddy customer service. And it was shoddy, but by any stretch of the imagination that's a lot and it looks like someone higher up the food chain in Crawley has vetoed it.

40k each was generous. But I didn't ask for it. They gave it. I didn't actually ask for anything other than an explanation on the communication failure for the UC passengers, none of whom were told of the change. Remember we rang twice to query and specifically ask if there was a change. We would have altered our dates. But no, VS were adamant our flight was as booked.

My point is, having given miles, they took them back. In their words, a mix up at their end. So a letter AND an email telling us the 40k miles were being given.....then taken.

Not good, would you be happy?

And £1800 compensation, I wouldn't know if that is how it equates. But the flights were a damn sight more than that! The actual offer was 3 Y flights to any destination they fly except Aus, or 40k.

And just to clarify, the original offer at LGW was economy or home. The BA flight was a long time coming and only after a battle!

I haven't been in your situation and dearly hope I never will and I guess we can only judge by our own experiences but after flying with easy jet out of gatwick a couple of weeks ago I def know which queue I want to be in next time ,

I haven't been in your situation and dearly hope I never will and I guess we can only judge by our own experiences but after flying with easy jet out of gatwick a couple of weeks ago I def know which queue I want to be in next time ,

Indeed. But paying a premium, a big one, I don't like being shunted across three check-in desks and being told to move on.....it really couldn't have been any worse.

The flight change isn't and wasnt ever the issue, our treatment and lack of information/interest by staff was.

I agree marshy11
A change in flight is one thing. You called twice too confirm and you would have changed your dates
I feel that the class of booking should have been honoured eg put you on BA CW or give/offer a refund for the class you booked and paid for