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Virgin Atlantic Airways Complaint - Appalling service from Virgin Atlantic - False promises
False promises - Complaint
I used Virgin Atlantic to Fly to Cuba from London in August 2010. I was struck in La Havana for nearly 3 days because of a mechanical problem with the plane. I will not go though the major inconveniences this has caused to me both personally and professionally. Virgin promised all passengers a complementary flight anywhere in the world (except on their Australia route) valid for 18 month.
It took me 5 months to receive a confirmation letter for this complementary flight. When I finally got it (after continually sending them emails and calling them), I called reservations in February 2011 to try and book a flight for June 2011 to be told "you called too late, no complementary seats are available, you should have called earlier". When I explained that I ONLY just received the confirmation letter, the lady didn't want to hear about it. She was the least helpful person that I have come across. For an airline advertising high standards of customer service and strong ethics, they have a pretty odd way to show it.
Basically, Virgin delivered false promises at the time of the incident in order to keep angry passengers quiet and avoid a considerable amount of complaints but they are now refusing to honor their offer, hiding behind lame excuses.
It took me 5 months to receive a confirmation letter for this complementary flight. When I finally got it (after continually sending them emails and calling them), I called reservations in February 2011 to try and book a flight for June 2011 to be told "you called too late, no complementary seats are available, you should have called earlier". When I explained that I ONLY just received the confirmation letter, the lady didn't want to hear about it. She was the least helpful person that I have come across. For an airline advertising high standards of customer service and strong ethics, they have a pretty odd way to show it.
Basically, Virgin delivered false promises at the time of the incident in order to keep angry passengers quiet and avoid a considerable amount of complaints but they are now refusing to honor their offer, hiding behind lame excuses.
Comments:
Posted by dan gordon on 2011-02-14:
sue them in small claims court. They will settle. Go to your state's secretary of states office or website and see who their registered agent is in your state. File the paperwork and wait to hear from them. Its a very effective method of 'talking' with them.
Posted by Bete Noir on 2011-02-14:
mishandled on the part of VS - problem with non alliance airlines and their reluctance to endorse you to other carriers. Another reason not to fly the likes of Southwest, Jetblue, AirTran. Dan's advice isn't relevant as VS is a UK based carrier on an international itinerary LON-HAV... EU has some comprehensive provisions and that's the route I'd take.
Posted by Ben There on 2011-02-14:
Keep checking with Virgin to see if seats open up. These types of tickets are similar to frequent flyer tickets - seats will often open up later.
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