Virgin misinformation Costs me dear Virgin profit again
I'll try to keep this short, as I, like most
of you could fill a small
encyclopedia with the intricacies of the event.
I had an economy ticket from London to New
York....needed to come back
early... thought it might be difficult to change but enquired anyway.
The man at VA reservations in New York said
no, I suggested paying more...
but he still said no, so I was about to hang up and re-arrange when he said
I could go standby ..really I said ...with the same ticket.... YES he
replied.. and take the 10.20 flight instead to make sure you get on. Do I
need some sort of reference.... NO he said just turn up and go, but get
there early to make sure you get on.
So you guessed it, I turn up, the checkin staff
deny all knowledge .. It's
now too late to go back and stay in NY as my friends have gone on holiday
and taken the key.... so staying will cost me more than buying a new ticket
... which is what I do. £190 later I have a ticket and lots of apologies...
I go to check in and wonder if given the circumstances they would give me a
courtesty upgrade to placate me. "No, upgrades are only given for commercial
reasons" ..... What better commercial decision than placating a very irate
passenger that's just been hit for nearly £200 as a result of Virgin staff
I get to London and get hit for a £30
taxi fare.... as no one can pick me
up... had I known I would be paying for the ticket I could have booked on
the later flight and arranged a lift for free.
After complaining and acknowledging the type
of ticket but stressing why I'm
complaining the response I get tells me about the restricted ticketing for
cheap deals... bearing no relation to the details of my complaint. Their
telephone booking says that calls would be recorded but not this one. So now
I'm into them not believing me and I'm having to trace calls from the phone
I made to prove it. They always apologise for taking a long time and say
they value your custom but it doesn't feel like it. They don't give a damn.
I am so damn well annoyed for being treated like this, what do we have to do
have a conference call with a lawyer every time we book a flight to make
sure they get their facts right
Heck I even run a holiday company, we'd get
hung out to dry if we treated
people like this.
Boy you must be busy with the amount of complaints
... amazing that one
person can respond so quickly and a large airline takes three weeks.
So the response time, I got an automated letter
in about 2 weeks.. then
nothing for about 3 weeks. SO I phoned and requested an email response ..and
lo and behold the next day I got one. Unfortunately they obviously didn't
read my complaint and spouted a load of standard stuff about ticket pricing
I contacted the UK side Yvonne Laing Customer
I wrote, then phoned then emailed and then phoned again
I found the website from a friend who had just "come across it on the web"
Top idea.... I was always biased towards Virgin
for the very reason that
Branson was made out to be a peoples man .... but the more I find out the
more likely I will fly BA in the future.. I'm sure people have some bad
stories butI have head lots of REALLY GOOD ones about the way they handle
Please don't hesitate to contact me if you
need anymore rants and raves..
I'm sure I havn't finished yet.
Ski, Snowboard and Mountaineering Holidays