Virgin America Complaint - Worst Customer Service!!!
BURLINGAME, CALIFORNIA -- In my quest to find cheap flights to visit family in Los Angeles, I came across Virgin Airlines round trip from Boston to LA for $177. Totally excited that I can go on a week vacation for so little money, booked 4 tickets. Towards the end of the week in LA my 2.5 year old got sick with some stomach virus which she unfortunately passed on to the rest of us. I called Virgin immediately when we realized that there was no way we could fly back on the day of our ticket. Virgin's customer service told me no big deal just fax over a paperwork from your hospital and we will issue a different ticket. With much relief we continued on our day but unfortunately things got worse and my daughter had to be transferred to the Children's Hospital isolation ward. We sent the paperwork as asked via fax and contacted them not long after to get new tickets. When we called the second time, we were transferred to Guest Services in which they told us they would give us $88 in credit per person that can go towards new tickets. When I asked how much new tickets cost it was upwards of 350 to 500 depending on what day and time I flew. When I got upset and told them that their customer service people lied to me, the lady at guest services said well too bad and hung up the phone on me. My husband tried calling and the same thing was told to him, when he got upset, they hung up again. The next two times we called, when we were transferred to guest services, the phone would say goodbye and it would hang up. That's when we realized they had us on caller ID and were purposely hanging up on us. So the next time we called, we used a different phone and somehow by some miracle we got through. When I asked to get new tickets and asked about our $88, the lady told us that it was removed. It was at this point that I started crying and asked her if she felt good about leaving people stranded across the country with a very sick child and her response was well I guess I will reinstate it....as if she was doing this amazing service to us. Finally in the end, I decided I would never ever fly with them again and bought American Airline tickets for my return flight.