Virgin Manchester-NY-LAX flights missed connection due to immigration

harrypotterfan · 15 Apr 19, 05:00 PM

We flew from Manchester to NY Kennedy and had around a 2 hour gap between landing and our next flight to LAX. However, due to delays through immigration we missed the flight (despite me asking 3 times about going forward in the line but each time told we couldn�t). We asked for overnight accommodation as the next flight was 7am next morning ( our original flight was 6:15pm) but told by the virgin customer services rep at the airport that there was nothing they could or should do to help us as their flight landed on time. I�m interested to know what compensation / comeback we have with virgin as feel totally let down by their lack of customer service or empathy. In fact their rep was totally rude and dismissive to us. Surely they should ensure enough time between flights and if not they should make sure their reps get you on the connecting flight by escorting you through?

KarenG · 15 Apr 19, 06:54 PM

Hi - I believe all connection times are regulated and if the two flights met that regulated time (I�d be pretty sure they did) they have fulfilled their part.

No doubt Virgin will blame customs and immigration delays (which to be fair sounds accurate). No excuse for a rude response from the rep though.

Personally I�d chalk it up to experience - travel insurance might cover some/all of the cost though.

landandword17 · 15 Apr 19, 07:06 PM

I also think Virgin fulilled their part of the contract by getting you into JFK in time. They aren�t responsible for delays at immigration. They are responsible for moving you onto the next flight which they did. Unfortunately I can�t see you getting compensation for anyone. Have you checked your travel insurance? I suspect they won�t cover immigration delays either.

Floridaobsessed · 16 Apr 19, 07:25 AM

I�m doing this same leg (in reverse) did you book both flights with Virgin? I thought if both flights were part of the same booking they had to ensure you got on to your onward flight?

**BevS97** · 16 Apr 19, 07:42 AM

Originally Posted by Floridaobsessed

I�m doing this same leg (in reverse) did you book both flights with Virgin? I thought if both flights were part of the same booking they had to ensure you got on to your onward flight?

They have to ensure you get to your final destination but not necessarily on the flight you were originally booked on.

15 Apr 19, 05:00 PM	#1
	15 Apr 19, 05:00 PM harrypotterfan Earning More Ears
harrypotterfan Earning More Ears Join Date: Feb 14	Virgin Manchester-NY-LAX flights missed connection due to immigration We flew from Manchester to NY Kennedy and had around a 2 hour gap between landing and our next flight to LAX. However, due to delays through immigration we missed the flight (despite me asking 3 times about going forward in the line but each time told we couldn�t). We asked for overnight accommodation as the next flight was 7am next morning ( our original flight was 6:15pm) but told by the virgin customer services rep at the airport that there was nothing they could or should do to help us as their flight landed on time. I�m interested to know what compensation / comeback we have with virgin as feel totally let down by their lack of customer service or empathy. In fact their rep was totally rude and dismissive to us. Surely they should ensure enough time between flights and if not they should make sure their reps get you on the connecting flight by escorting you through?