DD virgin letdown

Old tigger · 18 Jan 22, 07:52 PM

This is a bit long winded but need advice as I have a very upset daughter …..
My daughter was due to get married in Yosemite last yesr but covid put paid to that so she had to cancel and change her PE seats with Virgin. Whilst on the phone to them to change the. Seats they offered her an upgrade to upper for £150 each , each way which she accepted immediately and reserved her UC seats for each journey. She checked her seats today and she had been downgraded to PE , she called them and was told that due to an administrative error the person she talked to was not authorised to give the upgrade , they were supposed to call her but never did, after a tearful 45 minutes pleading the advisor gave her an upgrade in the way out only, saying that she would have to pay £3000 for the way back.
I think it’s pretty poor show as had she not checked she would not have known and would travel to her wedding in PE.
Sorry for the long post but do you think she has any redress on Virgin for this let down which was due entirely to admin error.

Chops · 18 Jan 22, 08:36 PM

Was the flight fully paid for including the upper upgrade? Do you have it in writing?

**MrsBC** · 18 Jan 22, 08:41 PM

I think she'd only have recourse if she had written / email confirmation of the paid for Upper seats.

Old tigger · 18 Jan 22, 08:42 PM

I will find out , but it’s odd that she had seats reserved in UC for both flights only to be taken away.

**Dr.JumbaJookiba** · 18 Jan 22, 09:15 PM

If the ticket was reissued and email confirmation sent then you have a case. When upgrades are done the person doing them has to pass them through to the ticketing dept to get them confirmed and new tickets issued. Unfortunately the system allows you to choose new seats while this is happening so it's easy to assume it's confirmed. Very poor communication from VS though.

18 Jan 22, 07:52 PM	#1
	18 Jan 22, 07:52 PM Old tigger A Guest at All-Stars
Old tigger A Guest at All-Stars Join Date: Apr 21 Location: West Sussex	DD virgin letdown This is a bit long winded but need advice as I have a very upset daughter ….. My daughter was due to get married in Yosemite last yesr but covid put paid to that so she had to cancel and change her PE seats with Virgin. Whilst on the phone to them to change the. Seats they offered her an upgrade to upper for £150 each , each way which she accepted immediately and reserved her UC seats for each journey. She checked her seats today and she had been downgraded to PE , she called them and was told that due to an administrative error the person she talked to was not authorised to give the upgrade , they were supposed to call her but never did, after a tearful 45 minutes pleading the advisor gave her an upgrade in the way out only, saying that she would have to pay £3000 for the way back. I think it’s pretty poor show as had she not checked she would not have known and would travel to her wedding in PE. Sorry for the long post but do you think she has any redress on Virgin for this let down which was due entirely to admin error.

18 Jan 22, 08:42 PM	#4
	18 Jan 22, 08:42 PM Old tigger A Guest at All-Stars Thread Starter
Old tigger Thread Starter A Guest at All-Stars Join Date: Apr 21 Location: West Sussex	I will find out , but it’s odd that she had seats reserved in UC for both flights only to be taken away.

18 Jan 22, 09:15 PM	#5
	18 Jan 22, 09:15 PM Dr.JumbaJookiba VIP Dibber ✓Premium Member
Dr.JumbaJookiba VIP Dibber Join Date: Mar 07	If the ticket was reissued and email confirmation sent then you have a case. When upgrades are done the person doing them has to pass them through to the ticketing dept to get them confirmed and new tickets issued. Unfortunately the system allows you to choose new seats while this is happening so it's easy to assume it's confirmed. Very poor communication from VS though. __________________ Dining Report Jan/Feb '19 Dining Report July '19 Dining Report Nov/Dec '21 Dining Report March ‘22 Dining Report April/May '23 Dining Report Jan/Feb '24