Virgin Changed Flight Time to Later and Cheaper Flight, Will Not Refund Difference

[Andybear]

Originally Posted by Wubbster

Thanks everyone for your feedback. I will not let it drop. After an almost immediate reply yesterday(once i chased the 14 days of waiting) I have not heard back again so wondering if my email went to their junk again. If not heard again tomorrow I will message on FB as they sorted the reply yesterday.

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If you message on FB do it on the public page and not private message. They'll probably message you privately but by then other people might have seen it and they don't want bad publicity.

[Wubbster]

Originally Posted by Andybear

If you message on FB do it on the public page and not private message. They'll probably message you privately but by then other people might have seen it and they don't want bad publicity.

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I have done all that, they really don't seem to care to be honest.

[Disneypls]

Originally Posted by Wubbster

I have done all that, they really don't seem to care to be honest.

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Have u tried on line chat on their web page? I've used that a few times and they have always solved any issues I've had x

[Wubbster]

Originally Posted by Disneypls

Have u tried on line chat on their web page? I've used that a few times and they have always solved any issues I've had x

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I phoned, was on he call for 40 minutes, had to hang up as after 10 minutes of waiting for contact details I assumed it was a ploy for me to disconnect. I tried FB chat, tweeting(never got reply) and email. Email is still ongoing but I assume the webchat guys will be similar to the FB guys.

[davidh71]

Always worth copying in the CEO on any emails!

ceoemail/s.php?id=ceo-9747

[Cabbie]

Virgin often merge the two daily flights with no compensation for passengers who have been moved. I'm interested to see the outcome as it could set a precedence for future passengers. Good luck with your claim.

-Steve

[bighal]

If you want to show them you are serious put in a MCOL for the money. Virgin would then either pay you straight away, not contest it so you win or they will spend more defending it in court and potentially for them to lose and still payout.

[Wubbster]

Thanks to everyone on here, Virgin called earlier, sounded like a secretary or someone linked to CEO as CC'd him in the last email. She agreed with the previous correspondence that the rules state Virgin are entitiled to change flights etc but did agree our circumstances are frustrating and said she couldn't refund the flight difference but would refund our £280 pre-paid seat fee which is more than I was expecting, so very happy.

[Gelatoni]

Originally Posted by Wubbster

Thanks to everyone on here, Virgin called earlier, sounded like a secretary or someone linked to CEO as CC'd him in the last email. She agreed with the previous correspondence that the rules state Virgin are entitiled to change flights etc but did agree our circumstances are frustrating and said she couldn't refund the flight difference but would refund our £280 pre-paid seat fee which is more than I was expecting, so very happy.

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What a good outcome. Virgin do seem to be good at making mends sometimes.

[MissFortune]

Originally Posted by Wubbster

Thanks to everyone on here, Virgin called earlier, sounded like a secretary or someone linked to CEO as CC'd him in the last email. She agreed with the previous correspondence that the rules state Virgin are entitiled to change flights etc but did agree our circumstances are frustrating and said she couldn't refund the flight difference but would refund our £280 pre-paid seat fee which is more than I was expecting, so very happy.

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Well done to Virgin (in the end!).

Glad you persisted!