Complaining to Virgin

[ALR]

We received terrible service on our recent FLIGHTS with virgin. Having had our party split twice (despite booking in Jan 06 and having special medical needs). The stewardesses tried to offer my husband a fat free meal instead of a coeliac one and couldn't seem to understand why he wouldn't eat the fat free one. I've written to them twice and not even received an acknowledgement.

Any suggestions anyone?

Thanks
ALR

[LiesaAnna]

write to Sir Richard Branson in person!!
i did and got an apology but that was concerning the treatment about seating, yours is more serious!!! if you look on the virgin site somewhere you will find it, i might have it somewhere, mark it private and personal!!!!

[SDJ]

We are also waiting for an acknowledgement or reply to our letter sent 10th December. Our Virgin flight was late and we just need confirmation from them as we missed our connection to Devon for which we had to pay again. Our travel insurance covers it but they need a letter of confirmation from Virgin. We live in hope (or is it hopeless).

Sandra

Liesa is right this is what I suggested a while back, and it does work, with Virgin you have to keep writing, faxing, emailing and phoning top managers until you get a result, just bombard them and eventually you will get a result - good luck!

[mizzy]

i have an e.mail address for special assistance and i'm sure as they arranged the assistance they would happily look into your complaint for you

i have always found them more than helpfull

Marie

[pieman790]

We had problems with our virgin flight. I contacted their customer relations department by e mail and they repsonded within 14 days. They offered us 10000 air miles but as yet have not credited our account.

[ALR]

Thanks everyone. I'll give it a go. I wouldn't mind but it was such hassle with special assistance etc. We had to get clearance for use of the nebuliser on board for my son. We were the last to board on our outbound flight as they had moved someone else into my Mum's seat and put her elsewhere on the aircraft. Then they were splitting us into a two and a four, then two threes etc.

Coming home when someone told my Mum she didn't even have a seat on the flight, you can imagine how she felt. Eventually after the hassle at Downtown Disney and going straight to the airport we were told that the kids would have to fly separate to the adults which wouldn't be so bad if one didn't need to use the nebuliser etc. It's a big responsibility for a sibling to sort out. (Once we were in the air we left our seats to sort out the kids but the younger ones couldn't sit in the adult seats because of safety regulations so we spent a lot of time standing over the seats to see to the kids).

Silly me hadn't wanted the hassle of going from Manchester to Gatwick for BA flights but I think I've learned my lesson now.

ALR

[blott]

We flew Manchester via Gatwick with BA on this current trip and there was no hassle, quite the reverse, despite the fact that they refused to book us special assistance seats until check-in.

However, if you're considering a split journey, then most of the American airlines have special assistance which is hard to beat. As soon as you book, you can ring them up and request assistance and particular seating which is then set in stone so no need to rush to try to be the first to check in online or at the airport as everything's already been organised for you, for both outward and inward flights.

For some reason unknown to me (and them, if you ask!), both Virgin and BA don't seem to be able to provide the same service.

[wrpac00]

<blockquote id="quote" class="ffs">quote:Originally posted by SDJ
We are also waiting for an acknowledgement or reply to our letter sent 10th December. Our Virgin flight was late and we just need confirmation from them as we missed our connection to Devon for which we had to pay again. Our travel insurance covers it but they need a letter of confirmation from Virgin. We live in hope (or is it hopeless).

Sandra
[/quote]

Are you sure your insurance covers it, apparently very few do. If it does who did you book it through because my son and his girlfriend lost out in similar circumstances.

[SDJ]

Yes Paul, our insurance does cover it as we have had the need to claim several times.

We have NatWest Black Card which has all the top benefits like the Amex Black. It is very useful when you reach 60 as most insurance companies seem to charge a fortune. With this one they will insure us even if we are travelling at 100+ (wishful thinking) at no extra cost. The Card costs £250 per annum and you need over a six figure income.

When you travel frequently with Virgin, this has become invaluable.

Sandra