To think this isn’t appropriate compensation? Upper class virgin

[Essex8888]

Hiya
appreciate this is first world problems, but recently was lucky enough to fly upper class with Virgin but it was so disappointing I have complained. It was disappointing in general as really old plane and for complete transparency I paid for premium economy and used a flying voucher to upgrade to upper.

The button for seat and headrest recline were broken.
The screen had deep scratches all over it so I couldn’t see the screen if window blind was up

The power outlets didn’t work the whole flight.
The area was filthy and the remote didn’t work for the tv- was completely broken.

I have complained to Virgin and they offered me £50!! AIBU to think this isn’t enough?
I took photos of everything and they agreed it wasn’t up to their normal standard.
I paid £1800 for premium seats and if I had known this would be the experience I would have booked economy and upgraded to premium and saved myself some money.
But also not sure if my expectations are too high and I should suck it up.

The fact that the seat recline didn't work, and the screen was damaged are not acceptable.
Even in economy I'd not be happy with these things being unusable.
The only mitigation on their part could be there simply were no other seats on board to swap you with. But still, compensation of the value of the upgrade from economy to premium should be refunded in my opinion.

Thank you all - I have found the CEO email so have sent an email and will work on socials tomorrow

What ombudsman are you thinking of?

Their response is designed to shut you down. So I would reply and say if they won't escalate appropriately or reconsider their meagre offer you'll escalate directly to the CEO and call out on social media. Be a pest. They will relent. You have to refuse to accept the offer they've made.

Now see that's already what you're doing!!! RTFT 😟

I see you just said that the seat did actually lay flat, but it had to be done manually. I'm not sure what you think they should give you extra because you had to stand up once or twice tbh?

That’s not something that was in my complaint Or something I’m complaining about- I was just correcting another poster.

The seat still should recline (like it even does in economy and premium!) that function was broken.
So you had to sit bolt upright or flat.

I think you may have missed the various other issues I listed..

Are they? Seems to be loads of planes with those awful old 1-1-1 reverse seats in really poor condition.

I had premium on way back in a new plane and would actually say would have paid more for that seat than the upper out which had the configuration you said!

Bet that wouldn't be their response if it was a paid for ticket.

I was wondering if the OP was describing herself too 😂

Virgin? Not at all. I've flown both business and economy class with them and both were a cut above other airlines. Mind you, their planes were a lot newer then!

I will say the staff were outstanding, was definitely an upper class service from them but not their fault as it was all plane issues.

I would be disappointed yoo OP. Like u say a once in a lifetime opportunity thst was spoilt. Not good. Pursue it.

Unfortunately the two previous experiences I've had on virgin were poor, definitely more package holiday than premium experience. I'm flying with them again soon as they flew direct to where I want to go and 20 years is enough time for improvement, I'm worried now! That said I'm booked into basic economy anyway

Did you take lots of photos?
Share them widely.

I can see that you've emailed the CEO but remember this email from a passenger about the meal that was served on a Virgin Atlantic flight:
https://stephenliddell.co.uk/2014/02/04/virgin-the-best-complaint-letter-in-the-world/

It's known as being one of the best complaint letters ever.

Keep going!

Good luck OP.

I really don’t think they are, the lounge is nice but the food is awful and even the new seats aren’t the best. There’s no comparison to say emirates or Qatar or even the new BA club suits. Some people seem to think virgin are a cross between business and first, I assume these people have never actually flown first!

Same 😂

I'd say if you had any food or drink which was included you won't get the full amount of the difference in price between the tickets. £50 is very stingy though, I'd reckon somewhere in the region of £200+ however it would also depend on how much the upgrade cost.

Tbf I would have been happy with 50,000-75,000 points/ £250!

Right so make sure you are clear on that. Normally if a seat is broken the cabin crew would look to move you to another. if that couldn't happen then I'd expect compensation because that was a key feature of the service. Escalate !

Go on twitter, tag them. Shame them. Write to Richard Branson. Tell him some one isn’t doing their job and his airline is getting a shit reputation. Post the letter on Twitter

I was expecting a completely different thread too 🤣🤣