Virgin Atlantic are being heartless & cruel

Hello everyone. Wow your response to this has been fantastic. If only one of you kind people actually worked for Virgin Atlantic then my problem would be solved

Just to comment on some points raised. The carriage terms posted by 'Eggtastico' is what I have highlighted in my letter to Mr. Kreeger. I agree with Neil though, it is a tricky one but there is no mention of the 5hour significant change policy. My Niece (a corporate lawyer) says that is a sticky one to wiggle out of for them, as you cannot quote what is not written in words!

But the thing is, I am not looking for any kind of refund just the chance to be offered 'an alternative flight'.

It would certainly seem that once they hear the words "I am booked on a 'G' ticket" any flexibility or support is instantly diminished.

I am honestly wondering whether there is any the point of saving miles these days. Over the years I have had many reward, upgrades and M+Money fares. I guess I have been lucky as I've never experienced any issues. I have also done lots of connecting flights via JFK when travelling down to Orlando. Never have we had a problem caused by VS altering schedules. My thoughts are with someone who said early, the problem lies with the joining up with Delta! They obviously are now in charge. VS do what they are told - and the result is clearly a lack of customer service and the fact loyalty is not a word VS seems to care about anymore.
So sad

I have had no acknowledgement of my email - but is that a surprise!! I have considered the options of booking our onward travel with another airline late evening on 16th April and loosing our initial flight to PHX with US Airways. However the time factor is really bothering us. The prospect of continuing our travelling at 10.30pm + and not arriving in Phoenix and then Scottsdale until well after midnight ( now body clock says its morning uk time) is really not something we really want to contemplate and to be honest we shouldn't have to be shifting our well organised plans at this late stage.

Whether or not we receive any satisfaction (I am not feeling that lucky) I certainly will have learnt about booking onward travel and secondly will be very wary of 'G' fares . From now on I'd go in with my eyes & mind wide open. If everything goes to plan be happy but prepare for the worse . Importantly I acknowledge this is not an issue just associated with Virgin Atlantic.

Ironically today, I have received the apologetic email regarding the schedule change of the VS23 and to rub salt into my wounds - they say to call them if I "have an onward connection on a Virgin flight". Moral of this story = get VS to book your connections for you, using their buddy Delta and then the reservation would be under one booking reference

VS appears to have decided a 5-hour rule somehow (apparently not written into the Conditions of Carriage), which to a reasonable person would likely be a significant change, and is using this self-made rule to cover itself from all the (pretty significant) schedule changes that it's got going on due to the DL joint venture and the route changes.(

Not saying pro or con, but apparently the five hour change limit is EU reg or guidance and VS is simply applying it.

http://www.virgin-atlantic.com/en/gb/cu ... elayed.jsp

Mentions 5 hours here

http://www.virgin-atlantic.com/en/gb/customerrelations/flightdisruptions/cancelledordelayed.jsp

Mentions 5 hours here

Appreciate the link but in this instance it relates to a section discussing the policy regarding 'Cancelled or Delayed flights' so I don't think it can be associated with a 'rescheduled' flight time change - planned in advance.

Tell them that the terms of the contract - being a consumer contract - have to be objectively valid. Thus, phrases like "what we consider to be significant" do not mean "whatever we decide is significant". They mean, "we get to decide when it is significant (i.e. our right to decide when to trigger the clause), but the decision must be objectively valid in the circumstances of the case".

So, for example. were they to decide that 10 hours was not significant, they would lose in a contract dispute. So, 3 hours can be significant entitling the passenger to a remedy.

I never advise legal action; but I do advise making it clear that you understand your rights and are not afraid to pursue them. Of course, always take professional advice before pursuing any legal dispute.

Tell them that the terms of the contract - being a consumer contract - have to be objectively valid. Thus, phrases like "what we consider to be significant" do not mean "whatever we decide is significant". They mean, "we get to decide when it is significant (i.e. our right to decide when to trigger the clause), but the decision must be objectively valid in the circumstances of the case".

So, for example. were they to decide that 10 hours was not significant, they would lose in a contract dispute. So, 3 hours can be significant entitling the passenger to a remedy.

Couldn't have said it better myself. In fact, I thought about how to put this into words earlier and gave up

Hi me again
Signed up for Twitter (helped by granddaughter)!
Didn't even bother to tweet a message as there are loads of complaints on there re this issue of the VS23 being rescheduled. Reading replies back from @virgin blar blar
They are doing the broken record "sorry, understand your concern but there is nothing that can be done"

If I get a reply from 'the top man' I'll let you know.

I know it's not quite the same thing, but I have an Aer Lingus flight from Dublin to Boston in April (booked with Avios), originally I was booked on the 137, arriving at 13:45, then got moved to the 139, arriving at 18:10. My AA flight down to JFK (cheapest possible Y fare) didn't work with this, I called AA and they couldn't have been nicer and rebooked me onto a flight on the 17th without any problems, or charges. Perhaps, giving US a call and asking them if they can help might work?

Hi me again
Signed up for Twitter (helped by granddaughter)!
Didn't even bother to tweet a message as there are loads of complaints on there re this issue of the VS23 being rescheduled. Reading replies back from @virgin blar blar
They are doing the broken record "sorry, understand your concern but there is nothing that can be done"

If I get a reply from 'the top man' I'll let you know.

message them, form a group & find a no win no fee lawyer

They are doing the broken record "sorry, understand your concern but there is nothing that can be done"

If I get a reply from 'the top man' I'll let you know.

There is something they can do (move people to the other flight / refund) but the are choosing NOT to do it.

They are doing the broken record "sorry, understand your concern but there is nothing that can be done"

If I get a reply from 'the top man' I'll let you know.

There is something they can do (move people to the other flight / refund) but the are choosing NOT to do it.

I thought the OP had been offered "other flight / refund / cancel options" but wanted the specific flight the same day?

There is something they can do (move people to the other flight / refund) but the are choosing NOT to do it.

I thought the OP had been offered "other flight / refund / cancel options" but wanted the specific flight the same day?

No pjh I have not been offered any of the above.

The agent said I could cancel our flight and they would refund the fare taxes about £150. A refund has never been offered but that is not what I requested. . The only other offer would be to accept economy. No other day has been so offered.

Tontybear was actually suggesting what VS "could do" not what they have actually offered.

[Neil]

Hev60 - I know you are booking in to UC using miles, but is that a straight reward or have you upgraded from an econ or PE fare originally? If so what fare codes did you originally book?

Hev60 - I know you are booking in to UC using miles, but is that a straight reward or have you upgraded from an econ or PE fare originally? If so what fare codes did you originally book?

Neil it was an upgrade from economy - M fare code I believe. The cost was £1144.96 each and then we used 50K of miles each.
We fly into LAX (in order to connect to PHX) and then later in the holiday return from SFO.

No pjh I have not been offered any of the above.

The agent said I could cancel our flight and they would refund the fare taxes about £150. A refund has never been offered but that is not what I requested. . The only other offer would be to accept economy. No other day has been so offered.

Ok, my misunderstanding, and thanks for setting me straight so politely. So they are saying "take economy or lose the money and miles" (mentioned in your response to Neil)?

No pjh I have not been offered any of the above.

The agent said I could cancel our flight and they would refund the fare taxes about £150. A refund has never been offered but that is not what I requested. . The only other offer would be to accept economy. No other day has been so offered.

Ok, my misunderstanding, and thanks for setting me straight so politely. So they are saying "take economy or lose the money and miles" (mentioned in your response to Neil)?

No not really. "take economy or lose the money and miles" that is not an option. Neil was asking about my booking conditions.

Basically I have to accept the rescheduled time of the VS23 which arrives 3+hours later into LAX, than when I booked this flight. This means I miss my connection booked on US Airways flight (although there are much later flights onwards to PHX with other airlines, which I could consider without incurring too much more money).

At present there are no 'G' fare seats available on the VS7 so we cannot be transferred to this flight as I requested.

It is risky, but given that UC is still 9s across the board in terms of seat availability you could take the Y's on the VS7 and it's possible to probable that G's will become available. As I say, risky.

I did this recently on a reward booking and only managed to get G's on the day from an economy booking on what was looking like a full flight.

Alternatively, keep checking and at some point G's will emerge. Are you travelling after the Easter holidays, that should help.

If it was me, I think I would take the economy on offer & keep checking for upgrades between now & the scheduled date.
At least you still get to make your connection flight.

Reward seats are out of the customer services hands as they are released by a different team - that is what I have been told a few times by staff.

Maybe ask to keep your clubhouse invitation as a gesture of goodwill?

Slinky09 - we travel out on April 16th. Easter is first weekend in April so most families will be thinking about coming home before we go.

We did mull over the thought of going into economy on the VS7 but it's such a risk when we've been looking forward to going UC, possible coz it's just the two of us on this trip

Hev60

If all else fails, if I were you I would switch to economy on the VS7 and (I assume) get your mileage upgrades refunded. I totally understand why you are upset, and I would be too, but at least if you do this you won't ruin your onward connection and holiday plans. Plus, there is a chance that rewards will open up and you'll be able to nab them, as slinky says.

I'm really surprised by this, I had always assumed (apparently wrongly) that most airlines would be flexible if this happened, after all, it's clearly their decision to change the flight times.

My internal Washington to Boston flight with United has changed times twice since I booked it, both times by an hour or so. Being picky it was originally too early, then too late, so I asked them to change me onto a different flight and both times United have been more than happy to help .

I'm really sorry to hear of the OP's experience and I hope you manage to sort something that works for you. I'd like to say thank you for sharing this as I'm now much wiser and will be especially careful with onward plans when booking Gs!

Morning v-flyers. Just a brief update.

I sent an email to CraigKreeger as suggested (no acknowledgement) but I been told via @virgin.com on Twitter that I have a case number and they will be in touch with a response. Hopefully before it's too late to make alternative arrangements

Morning v-flyers. Just a brief update.

I sent an email to CraigKreeger as suggested (no acknowledgement) but I been told via @virgin.com on Twitter that I have a case number and they will be in touch with a response. Hopefully before it's too late to make alternative arrangements

I really do feel for you on this Hev, I hope VS comes through for you.

In the interim I agree with Slinks and at240. Head for eco on the VS7 and then pray to those upgrade gods for G fares to be released.

Morning v-flyers. Just a brief update.

I sent an email to CraigKreeger as suggested (no acknowledgement) but I been told via @virgin.com on Twitter that I have a case number and they will be in touch with a response. Hopefully before it's too late to make alternative arrangements

I really do feel for you on this Hev, I hope VS comes through for you.

In the interim I agree with Slinks and at240. Head for eco on the VS7 and then pray to those upgrade gods for G fares to be released.

We are going to wait a few more days before deciding our alternative options - in the meantime I just hope the Executive office gives me their answer asap

Hope you get the result you want and everything works out for you. WE didn,t have an onward flight to worry about only hotel and car hire to sort out when we were put on a day later flight.Its that feeling in the pit of your stomach when you get that e-mail. Linda