ComplaintsforVirgin Atlantic Airways, Ltd.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booking References: E5P8G4 and C5OC9W Date: 11/15/2024 In July 2024, we booked economy-class flights to ********** with ************** and Virgin Atlantic, advertised to include one checked bag per passenger. While reviewing our booking to assign seats, we discovered it was "Economy Light," which excluded early seat selection and added a charge for checked luggage.We checked Deltas website to see what the cost would be, the online check-in indicated one free checked bag per person. Multiple Delta representatives confirmed this, despite the Economy Light fare, due to ****** involvement in the itinerary. These assurances were provided via phone and online chat, and we have documentation verifying these communications.Our outbound flight allowed one checked bag per person without issue. However, on our return from ****************************************** Atlantic staff at check-in refused to honor the free baggage allowance. Despite showing ****** confirmations, we were forced to either pay for luggage or forfeit our flight. We had eight suitcases, six of which should have been free per the booking terms, but Virgin Atlantic charged us for all six.Since returning home, Ive contacted Virgin Atlantic multiple times without resolution. Despite hours spent on hold and escalating the issue through their website, *** only received automated responses. ***** initially agreed to a refund but later reversed their decision, stating Virgin Atlantic must process the refund, as the payment was made directly to them. Virgin Atlantic and Delta are now deflecting responsibility, leaving the issue unresolved.I request a refund of $565.82 for the six checked bags that should have been included in our booking. Supporting evidence, including receipts and Deltas confirmations, is attached. I trust Virgin Atlantic will resolve this promptly.

  

  Business response

  11/16/2024

  Hello *****
  
  Thank you for taking the time to get in touch with the Better Business Bureau.
  
  I was disheartened to read your complaint and to hear of the disappointment caused to you in regards to baggage charges you faced but were not expecting. I can appreciate that this must have been very frustrating for you and I do sincerely apologise.
  
  I have taken some time to look in to your bookings and can see that both were made via our website by yourself. I can also see that all tickets were purchased as Economy Light. Economy Light tickets do not come with any checked in luggage included. As you made the booking online yourself, it would have been your responsibility to check the class booked and the allowances included.
  
  I appreciate that you had a number of conversations with Delta ahead of your trip and that they assured you that you would not be charged. I can see that you were indeed charged on our flight, however as you were charged correctly, this is not something we would be able to refund.
  
  As you were advised by ***** that you would not be charged and that they will issue a refund due to this, they would need to do this off their own back as a gesture of goodwill and would need to discuss this with ***** directly.
  
  I apologise that I was not able to meet your request or able to offer a more favourable response.
  
  Kind regards,
  
  Rhian
  Customer Care. 

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a flight with Virgin Atlantic website which was refundable. I filled the refund form for that reservation (confirmation number EUXP5D) and their reply email said they will provide an update within a week. It has been over a week, so I tried reaching out to customer service agents through call/chat, but all I got was that the agents are busy and asked me to reach out "later". Quiet ambiguous and doesn't look like I will be able to talk to anyone. I request VA to look into the matter, cancel my booking and re-instate my miles and charges at the earliest.

  

  Business response

  11/11/2024

  Dear Mr **************************** you for taking the time to contact the Better Business Bureau. 

  
  I understand that you are chasing your refund I am so sorry for the delay I appreciate the frustration that this has caused.

  
  I have had a look at this for you and I can see that your refund was processed on the 01st of November back to its original form of payment. 

  
  I have also refunded your points back these should be showing in your account within the next 24 hours.

  
  Once again, I am sorry for the delay, I do hope that we have the chance to welcome you onboard in the future.

  
  ********* Hutchings 
  Customer Care 
  *********************************************

  Customer response

  11/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight on Virgin Atlantic using miles and paid 501$ in taxes his name was minorly misspelled. It is ******** and the ticket said wasssmann. Upon calling virgin Atlantic, I was told I could not change the name because it was booked with miles, however I could cancel. Upon trying to cancel I was told I could not do so without providing a 6 digit pin. I never set a pin, ********************** would not help me reset the pin or provide any further help without the pin. Even after asking to speak to a supervisor the agent would not allow me to do so.

  

  Business response

  10/25/2024

  Hello *****,

  Thanks for contacting the Better Business Bureau regarding Mr ********* flight booking. I hope you're keeping well.

  I was sorry to hear that there was a spelling error on Mr ********* ticket and for the issues you faced when trying to get this sorted with our customer services team. I can completely understand how frustrating it must have been for you when you were told there was a PIN on your account which you weren't aware of. I hope you can accept my sincere apologies for the upset caused. 

  I've removed the PIN off your *********** as there were no notes in your account to explain why this was added. I've also requested a refund of the taxes minus the cancellation fee on the ticket. This payment will be returned to the original card that was used within 14 days. You'll receive an email confirmation with a breakdown once this has been processed. I've refunded the ****** Virgin Points that were used which brings your current balance to ****** Points.

  Once again, I'm sorry for what happened. We take all customer feedback seriously and I can assure you that your concerns will be fully investigated. Where changes can be made to ensure a situation like this doesn't arise again, they certainly will be. 

  I hope you have a lovely weekend.

  Kind regards,

  Chloe

  Customer Care

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested for the refund at Sep 17th and the team told me that I should get my refund within 14 days. However, its been more than 4 weeks and I still didnt receive my refund.I tried to contact the team several times either using online chat or phone support but the agents always tell me that theres a different team that handles the refund requests and they can do nothing for me. The agents also told me I should receive email from the refund team but I NEVER received any response from them since I submitted the refund request.

  

  Business response

  10/18/2024

  Hello Yen
  
  Thank you for getting in touch with The Better Business Bureau. I hope my response finds you well.
  
  I am deeply sorry to hear of the issues you have had receiving your refund. I appreciate this must be very frustrating for you and I do sincerely apologise for any inconvenience that has been caused.
  
  I have taken some time to look in to this for you and can see that our Refunds Team reached out to you via email on 25th September 2024. As they have not been able to make the refund to your original form of payment, they have requested that you provide alternative details so they are able to make the payment.
  
  I apologise if you have not received this email. It can sometimes finds its way in to your junk/spam folder.
  
  I have reached out to the team and asked that the email be resent just in case you  are not able to locate it.
  
  I again apologise for the delay and do hope you receive your refund soon.
  
  Kind regards,
  
  Rhian
  Customer Care

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My baggage was lost by Virgin Atlantic on 09/22/2024. What followed was a week-long hassle to get it back, taking a full week. The hassle and stress seriously cut into the enjoyment of our 5oth anniversary vacation trip; and yet VA offers only ****** reimbursement for items I had to buy. Their allowance of $75 per day comes to ******; and yet they do not want to reimburse anything but the actual spending. I am penalized because I did not spend my vacation time shopping. They owe me the full amount for "pain and suffering." I deserve the full 525.

  

  Business response

  10/17/2024

  Dear Ms *********

  Thank you for taking the time to contact Better Business Bureau.
  
  I am sorry to hear that your luggage was delayed, I appreciate that this is not an ideal situation and I do hope that you will accept my apologies for what has happened.
  
  It would never be our intention to cause any upset to our customers and I can see that we have let you down on this occasion.
  
  Please be assured that we have fed this back to the airport teams involved so it can be reviewed internally, and we can continue to improve our services.
  
  If I may explain when a bag gets delayed, we will trace it for 21 days and if it has not been located we would class it as irretrievably lost. I can see that our team was able to locate your luggage and you received your luggage within 7 days.
  
  As per our website we do offer a guideline of 65/$75 per day to buy what you need. We also ask that you keep any receipts for the purchases so that they can be submitted for reimbursement.
  
  This payment is a guideline and not a set payment I appreciate that you are asking for this amount for the days your luggage was delayed, however this is something that we do not offer as we do not offer monetary compensation.
  
  Our interim policy is designed to cover items such as toiletries and clothing that would have been inside the luggage and understandably you would have needed to replace. I can see that we have reimbursed you for these items to a total of $188.42.
  
  Once again, I am sorry that we have caused disappointment, I do hope that despite this you can give us a second chance in the future.

  ********* Hutchings 

  Customer Care 

  Customer response

  10/17/2024

   
  Complaint: 22430434
  
  I am rejecting this response because: It states that they have paid me ******. I did NOT accept this payment as stated in the very beginning of my attached letter (which I have attached again to this communication). As stated in the material attached, I see this remuneration as far from fair. I expect to be paid the full $75 per day for a total of $525.
  
  Sincerely,
  
  ****** *********

  

  Business response

  10/18/2024

  Hello ******

  I hope this email finds you well.
  I appreciate your request to be compensated $75 per day for your lost luggage, this is only applicable as a reimbursement for out of pocket expenses,not general compensation for your delayed luggage and isnt something we can offer.
  As a gesture of goodwill from all of us at Virgin Atlantic, I have issued you with a voucher for the value of $100. This will arrive via your email with the information and relevant details. I know this doesnt undo what has happened, but I do hope it can go in way of making amends between us.
  I hope we have the pleasure of welcoming you back onboard.
  Kind *********************
  Customer Care *********************************************

  Customer response

  10/18/2024

   
  Complaint: 22430434
  
  I am rejecting this response because: the $100 voucher does not meet my reasonable request, and I have no use for the voucher anyway. It is of no value to me. I have many Skymiles, am in my late 70s, and am not able to travel overseas again. As I have made plain, I understand how your $75 per day works; I simply see it as unfair. As I've said before, I could have spent $75 per day on new clothes, but my three traveling companions would have been cheated of much vacation time.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Virgin Atlantic regarding a ticket cancellation issue that resulted in significant financial ********* of Transaction: On September 6, 2024, I found Virgin Atlantic unexpectedly closed my *********** account (No: ***********, causing the cancellation of my business class tickets for a flight scheduled on September 8, 2024 (Booking Reference: E7L8NI, NBO to AMS).Amount Paid: I originally paid $468 USD for two business class tickets (with points). Due to the cancellation, I was forced to purchase economy class tickets at a cost of ******** ($2,242.81 USD).Business Commitment: Virgin Atlantic initially committed to providing business class service for my flight. However, due to their error in closing my account without notice, my tickets were cancelled.Nature of Dispute: Despite proving that there was no misuse of my account, ********************************************* reinstated my account but refused to provide sufficient compensation. They only offered ****** Virgin Points, which does not cover the financial loss of $1,774.81 USD caused by purchasing the more expensive economy tickets.Attempt to Resolve: I have contacted Virgin Atlantic multiple times, but they have refused to increase the compensation beyond the ****** points, which is insufficient given the situation.I am requesting that Virgin Atlantic provide additional compensation in the form of either more Virgin Points or monetary reimbursement to fairly cover the difference in ticket prices.Thank you for your assistance in resolving this matter.Sincerely,Ding Ding

  

  Business response

  10/17/2024

  Dear Mr ********************** style="font-size: 0.875rem;">Thank you for contact the Better Business Bureau.

  I do hope that you are keeping well.
  

  I am sorry to hear the issues that you have recently faced with your *********** account.
  

  When I have had a look, I can see that you have now contacted our Executive team who are currently investigating the matter for you.
  

  They will be in touch once they have further information for you.
  

  Thank you for your patience we will be in touch very soon.  
  

  ********* *********
  Customer Care

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My flight was delayed more than 5 hours. I had to rebook a different flight because of this. Per Virgin Atlantic's stated policies I am due a refund. I have completed the refund form 2 times. I have not received a refund nor any contact from the company.

  

  Business response

  09/25/2024

  Hello ****

   

  Thank you for taking the time to get in touch with the Better Business Bureau.I hope you, ******, ****** and ********* are well and had a wonderful time on your recent trip.
  
  I firstly want to apologise that despite submitting a number of refund requests, you have not received a response. If I may explain, when customers experience a delay, they may be entitled to compensation under EC261 Regulations.Unfortunately, these claims can not be reviewed via refund requests. I do apologise that for the further frustration this has caused.
  
  I can however see that you called and spoke with one of our agents prior to cancelling your ticket and were informed that our schedule change policy did not apply due to the fact the delay was only 1 hour. In order for customers to be entitled to a full refund, the delay must be 3 hours or more. I can see that a refund has been paid as per the fare rules of your ticket.
  
  I can also see that your affected flight, VS5061 from *** to DEN was due to be operated by **************. If I may explain, in cases where customers are booked on a codeshare flight, such as this, expense reimbursement or compensation applications must be directed to the operating carrier, not the marketing carrier. In this particular case the flight was marketed by Virgin Atlantic and operated by Delta.
  
   Marketing carriers do not have any direct control over the operating carriers flying program or disruption impacting their operations, nor can they see why there was a disruption. Should you have any queries regarding the disruption you encountered or wish to pursue a claim for compensation, you will need to contact the operating carrier directly. Due to Data Protection, we are unable to forward your claim information to the operating carrier or enter correspondence regarding this matter on your behalf.
  
  I apologise that there was not more we were able to do to assist but I do hope we will have the pleasure of seeing you onboard in the near future.
  
  Kind regards,
  
  Rhian
  Customer Care

  
  

• Initial Complaint

  09/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,I am raising this complaint due to my Virgin *********** account being locked for suspicious activity.On May 27, 2024, I initiated two transfers in the amount of ***** and ***** pts from my **************** account to ********************** ***********. My *********** number is #**********. After initiating the transfer, I noticed that I was unable to login to my account despite entering the correct details. I contacted customer support and was advised to email ****************************************************** to further escalate. Upon contacting this address, I was told that my account was suspended by the fraud protection team for "not being able to verify account details". I have held this account for multiple years and all of the details are correct. In addition, all of the details are in my name, including the **************** account that the points were transferred from.On May 28, 2024, the Loyalty Fraud team notified me that the account would not be reinstated, and therefore I created a new account. This account has *********** number #**********. Once again, all of the details are legitimate and correct. On June 10, 2024, I initiated a transfer of ****** pts to this account from ********************** and used the points to book a flight. After paying for the flight, the booking suddenly disappeared and WITHOUT NOTICE disappeared, and the account was again locked by the fraud protection team.I have now transferred ****** points to my accounts at **********************. All of these transfers are legitimate, but I do not have access to them. The fraud prevention team is unhelpful in resolving the issue and is following the decision of their erroneous "enhance fraud system". In addition, a booked flight was cancelled without notice.Please rectify this issue and give me access to my accounts and points. Alternatively, refund the points back to my Amex and ***** balances. I have provided screenshots of the transfers and a copy of my identification to verify myself.

  

  Business response

  09/23/2024

  Good morning

  I hope you had a great weekend. 

  I'm so sorry to hear you had your *********** account suspended. I do understand your frustrations with this. However, we are unable to overrule the decision made by our loyalty team and cannot help any further, or adcvise anything different to them. Please reach back out to them to discuss further. 

  Kind Regards

  Ffion 

  Customer Care

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased economy classic virgin atlantic return travel ticket for two passengers, booking conformation code D29MPA, as per seat selection rules stated on virgin atlantic website for economy classic tickets the seat selection is free of cost during check in. However when I did check in for my flight on Aug 14, 2024 since both passenger seats were separate from each other I changed both seats and had to pay total $99.22. As per flight rules from there website and chat help from airline this should never have been charged as selected seats were within economy area only for economy classic seats. So I request for the refund of charges to my card. Also one more complaint was about the meal selection, both passengers AVML was selected however on board all other passengers were getting pre selected meals, we never got our asian vegetarian meal during flight. We had to skip the meals due to that on flight.

  

  Business response

  09/17/2024

  Good Afternoon,

  Thanks for contacting the Better Business Bureau regarding your recent flights to ******. I hope you had a great time in the ***

  I was sorry to hear that you're unhappy with the seat fees which were charged. I've taken a look at your booking history and I can see that these seats were our 'Preferred Seats' which are chargeable, therefore there would be no refund due. Our standard seats are free to select during check in but these are subject to availability. You can find more information on seating on our website. 

  I was also sorry to hear that you did not receive an Asian Vegetarian meal which meant you went without a meal for the duration of your flight. I can completely understand how disappointing this must have been and I hope you can accept my sincere apologies for the upset caused. Unfortunately, we did not receive a request for these meals and they do not show in your booking, therefore, the catering team wouldn't have known that these were requested. For future reference, you can request special meals via our customer centre or by using the 'My Booking' section on our website. 

  Once again, I'm sorry for the upset caused. I hope we'll get the chance to welcome you back onboard in the future for a more enjoyable journey. 

  Kind regards,

  *****

  Customer Care

  Customer response

  09/17/2024

   
  Complaint: 22292192
  
  I am rejecting this response because: I got e-mail from virgin atlantic about my flight check list and in it it's clearly mentioned by virgin atlantic the seat selection is free 24 hours prior to travel. So I should not be charged unless I'm trying to do seat upgrade to premium economy or other class. The case is same area seats were auto allocated by you free of cost so which confirms the seats you mentioned were never any preferred seats. I have attached the check list e-mail from you confirming free seat selection. Also about meal I used your website only to request meal and I got conformation on food selection stating meals are confirmed. 
  
  Sincerely,
  
  *********************************

  

  Business response

  09/18/2024

  Good Morning 

  I hope this email finds you well. 

  While I emphasise with your issues regarding seating arrangements and meals onboard, Preferred Seating was selected, which comes at an extra charge. As you sat in those seats as planned, no refund is due for the seating. 

  Additionally, the meal requests didn't show on your booking. I apologise for any inconvenience caused to you regarding this. 

  As a gesture of goodwill, I would be more than happy to offer a voucher for the sum of $50. I know this wouldn't undo what has happened but I do hope it can go in way of making amends between us. 

  If you would like to accept the voucher, please let us know and we will send it out to your postal address as soon as possible. 

  You can use these vouchers towards; 
  A future flight operated by Virgin Atlantic and booked directly with our customer service centre (cannot be accepted online)
  A future Virgin Holiday offered in their brochure or website, departing from the UK and booked directly with Virgin Holidays contact centre
  Home delivery duty free
  Payment towards a Virgin Atlantic marketed codeshare flight sold via the customer service centre
  Payment towards the flight portion of a Virgin Holidays booking, including Virgin Holidays Cruises
  Taxes on Virgin Atlantic *********** and partner airline rewards (only for Virgin Atlantic operated or codeshare flights)

  I hope you enjoy the rest of your day today. 

  Kind Regards

  Ffion 

  Customer response

  09/18/2024

   
  Complaint: 22292192
  
  I am rejecting this response because: about seating I'm rejecting the response as attached document clearly states any seat selection is free within 24 hours, this e-mail came from you only and also on airline webpage it states within 24 hours economy classic seat selection is free. 

  For meal selection failure on your end please send the voucher on ***********************************************
  
  *********,
  
  *********************************

• Initial Complaint

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a flight cancelled and changed with Virgin Atlantic requiring an additional hotel stay. The company agreed to reimburse this hotel stay and sent a link to process payment. This occured on August 9, 2024 and it is now Sept 15, 2024. This link does not work and has not worked since then. I have exchanged multiple emails and phone calls, yet no one is able to process this request. The reference number from Virgin Atlantic is listed below stating I would receive reimbursement.Response from ** Claim Applications Reference ************* / Email:0245703210 Inbox This is for reimbursement of $329.42.

  

  Business response

  09/16/2024

  Hello ****,

  Thanks for contacting the Better Business Bureau regarding your out-of-pocket expenses. I hope you're having a great day so far. 

  I was sorry to hear that you're still waiting for your reimbursement. I can completely understand how frustrating this must be for you, especially as you've been waiting since 9th August and we are well into September now. I hope you can accept my sincere apologies for the upset caused. 

  I have checked our payment system today and I can see that your payment of $329.42 was processed on 30th August 2024. The transaction ID IS ********, you may need this to trace the payment with your bank. 

  Once again, I'm sorry for what happened and for the time taken to get this resolved for you. I hope this hasn't deterred you from travelling with us as we'd love the chance to welcome you back onboard in the future. 

  Kind Regards,

  Chloe

  Customer Care

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩