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Old 4 Mar 21, 09:30 AM  
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#11
cornishfrogboy
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Rather strange that a company (VA) that rode roughshod over customers legal rights and broke the law whilst wringing their hands, lying about training issues and refusing to hand back money that their customers were fully entitled to now say ‘tough’ and hold this poor customer to their terms and conditions whilst showing no compassion for her genuine mistake in these unusual times whatever.

Everybody on this forum knows that flight will not be able to take them there and everybody on the DIBB knows that a cancellation will come. Most more reputable airlines are already cancelling into Easter, but not Virgin, oh no! They are only cancelling a couple of weeks out in order to hold customers money for as long as physically possible and keep the leaking ship afloat.

Fly Virgin? I would sooner swim to Florida. They stink, as the past year has shown.

Goodwill? Forget it. That’s what they expect from others.. like their customers, a strange reversal in customer service.
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Edited at 09:47 AM.
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Old 4 Mar 21, 09:38 AM  
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#12
lizzie145
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I think a letter or email should be sent explaining what happened and as VA would have been cancelling the flight at a later date it would be a goodwill gesture to allow the flight to be moved to a later date or to issue a voucher.

Perhaps the website is not clear? Normally they ask if you are sure you want to cancel a flight and that you will lose money.
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Old 4 Mar 21, 10:27 AM  
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#13
LRoche05
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Thank you so much for all your advice. I have gotten the email address for the ceo, I’m going to help her compose her email this morning and see where we get too. I know legally they have done nothing wrong but it just seems so unfair! Thanks again everyone x
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Old 4 Mar 21, 11:18 AM  
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Claudette
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Originally Posted by LRoche05 View Post
Thank you so much for all your advice. I have gotten the email address for the ceo, I’m going to help her compose her email this morning and see where we get too. I know legally they have done nothing wrong but it just seems so unfair! Thanks again everyone x
Take care with how you compose it, don’t go into “unfair” or technicalities over whether the flight might have been cancelled anyway as that could put them on the defensive -they won’t want to put in writing that they were unfair.

Rather if it were me, I would say you absolutely know that VA have done nothing wrong and then I would lay it on a bit thick about a non computer savvy older person, getting confused with the small print etc., how it now means the family won’t be able to go away for another year, happy to take a voucher etc etc.

Good luck. 🤞🏻

Edited at 11:19 AM.
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Old 4 Mar 21, 01:16 PM  
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LRoche05
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Thank you. I have full permission to call her anything I think will help! I’ll let you know how we get on!
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Old 4 Mar 21, 01:30 PM  
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landandword17
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Originally Posted by LRoche05 View Post
Thank you. I have full permission to call her anything I think will help! I’ll let you know how we get on!
Please do. I think you have a good case here. The flyer talk forum may have other addresses/contacts that you could try. It’s so much money that I would also send a registered letter as well as an email I think.
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Old 4 Mar 21, 02:44 PM  
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#17
Charlangela
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Good luck! x
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Old 4 Mar 21, 04:02 PM  
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disneywiseowl
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Totally agree with Claudette’s post. Appealing for help & goodwill is always the best way to go with big companies (in my experience).
Really wish you luck. 🤞
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Old 5 Mar 21, 01:04 AM  
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gpb
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Originally Posted by Claudette View Post
Take care with how you compose it, don’t go into “unfair” or technicalities over whether the flight might have been cancelled anyway as that could put them on the defensive -they won’t want to put in writing that they were unfair.

Rather if it were me, I would say you absolutely know that VA have done nothing wrong and then I would lay it on a bit thick about a non computer savvy older person, getting confused with the small print etc., how it now means the family won’t be able to go away for another year, happy to take a voucher etc etc.

Good luck. 🤞🏻
100% this, great advice
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Old 5 Mar 21, 07:42 AM  
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#20
unixgirl
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That's so awful, fingers crossed for you x
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