Page 5 | To think this isn’t appropriate compensation? Upper class virgin

Essex8888 · 2024-08-29T20:22:25+00:00

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.

Galoop · 31/08/2024 05:58

loropianalover · 29/08/2024 21:34

That’s what they used to call me at boarding school.

🤣

Original poster

Essex8888 · 31/08/2024 06:05

Sandflea9900 · 31/08/2024 00:00

There is a very good Virgin Atlantic complaints group on Facebook. Maybe ask there for advice? The Virgin planes that haven’t yet been refurbished internally are very old. The Head For Points site ran a feature earlier this week suggesting that upper class passengers should be given the option of a refund if they are switched onto a plane with the old seats. Apparently some people have stopped flying with Virgin due to the risk of getting one of these older planes. Virgin are notorious for initially showing the flight on a new plane and then switching aircraft nearer the time.

Thanks the only one I can find is ‘Virgin Atlantic refund action group’?
I have asked on flyer club but no real responses yet- seems a very slow group.

thats what happened to me, was a newer plane and then got swapped out!
I don’t feel like I can complain re the manual bed, as this is just pot luck x

p.s now I have reread my thread title - I wish I had thought that through lol

OP posts:

Original poster

Essex8888 · 31/08/2024 06:08

Firethehorse · 31/08/2024 05:33

I would sadly say it’s the way things are going with quite a few airlines atm but obviously it’s not right.
My DH has now banned us from using BA due to their way of operating, with actual customers being way down their priority list. He was travelling to a business meeting (business class) but was stranded overnight in London. After queuing where he was asked to queue by BA for 1 1/2 hours he was told he had missed getting onto the next flight this was despite previously being told not to book himself on to the flight as they would definitely do it for him. They then added there were no approved hotel rooms left so he should ‘sort himself out’. It was an incredibly busy time in London so it took him a further hour of ringing around to secure a room in a part of London he was familiar with but not widely well known. During this time he met a lady in her 80s who had also been stranded by BA & who had no knowledge of London so he ended up helping her book a room at the same hotel and then share his taxi.
For the longest time (months) BA refused to refund even his hotel room and taxi cost, despite him having taken a relatively cheap room in a not so salubrious area of London.
He had missed his meeting so had to return home next day. After six months of being mostly totally ignored but sometimes rebuffed he has given up.
Well done BA so you managed to keep your money for a useless, time wasting flight to nowhere and avoided any compensation 👏🏼 but my husband has now banned BA being used by any of the many employees at his place of work.
Hope the 80 year old was OK - my husband cared more than BA.

This is awful!

OP posts:

Original poster

Essex8888 · 31/08/2024 06:11

TerfTalking · 31/08/2024 05:44

That response is almost word for word what I got from royal
mail when they delivered a registered post item (passport with special visa) through a door two streets away and forged the signature. Thank god for good neighbours.

Seems to
me like a bog standard response from a company that gets 100s of complaints and doesn’t have an escalation process.

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Interesting..
I have asked to escalate 3 times and been completely ignored. I got an automated response from the CEO email saying to expect a response within 72 hours.
Im a bit reluctant to post on social media but I will if nothing comes from this.

OP posts:

runrabbitruns · 31/08/2024 06:44

Virgin are known for being an overpriced version of a budget airline now.

I would definitely take this further on social media OP.

GETTINGLIKEMYMOTHER · 31/08/2024 07:53

Essex8888 · 29/08/2024 22:13

It did lie flat (air hostesses had to make it lay flat though manually)
but it was either straight upright or lie flat, nothing inbetween . The recline buttons didn’t work on the seat atall.

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OK,,it was many years ago, but when I worked for an airline we were told that in the upright position seats were tested to 6G (IIRC) - in case of a crash, so if they wouldn’t recline for whatever reason, they couldn’t be used.

So now and then, when the recline mechanism wasn’t working, we’d have a seat with a red U/S (unserviceable) label attached to it, and it’d be empty until it was fixed.

Greydays3 · 31/08/2024 08:08

That response is appalling.
Definitely one for social media.

functionoverform · 31/08/2024 08:15

Essex8888 · 30/08/2024 21:12

That is awful! I’m so sorry!

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Okay - so get all the details together and get into BA.com. Flight number, booking ref, date etc, how much in Avios you used / cost of flight.

Under UK 261 you are entitled to 75% of the cost of the flight / Avios for a cabin downgrade. Flyertalk is your friend here - they have whole threads dedicated. Google flyertalk BA downgrades.

Essentially put in a claim with all the details. Make a note of the date and (annoyingly) put in a date for 3 months time with a reminder in your diary and if no satisfactory response and then go to CEDR which is the arbitration scheme. All you need are your facts mentioned above. BA will pay up as they would lose.

Unfortunately when flying, knowing the 'rules' helps.

If ever stranded by BA. Don't get into any queue landside unless it is short and not looking like a shit show.
Always check manage my booking (MMB) as they usually auto rebook first. If it doesn't suit then find a flight that does and ring and ask for that within one world alliance and this has always worked - usually once we have found a comfortable place to sit/ hide.

We always book our own hotels if disrupted (of our choosing) as BA pay out £200 as a guideline per night. We have always had expenses reimbursed. We were away during the ATC meltdown and did just that - expenses were all paid 4 days after submitting them.

Iwishicouldflyhigh · 31/08/2024 08:30

Essex8888 · 29/08/2024 22:11

To be honest, the service was great- I can’t fault them for that.
It was just my luck the plane was very old (have to stand up for it to be made into a bed etc) airhostesses were laughing saying it was all vintage but that was pot luck so wouldn’t expect any compo for that.

Now I feel justified im not being unreasonable im going to ring tomorrow and take it further if not.

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I would go straight to making a smalls claims claim, they won’t want the faff of legal representation and will show them that you are serious.

Sandflea9900 · 31/08/2024 08:37

Essex8888 · 31/08/2024 06:05

Thanks the only one I can find is ‘Virgin Atlantic refund action group’?
I have asked on flyer club but no real responses yet- seems a very slow group.

thats what happened to me, was a newer plane and then got swapped out!
I don’t feel like I can complain re the manual bed, as this is just pot luck x

p.s now I have reread my thread title - I wish I had thought that through lol

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The Facebook group is called Virgin Atlantic Flying Club.

Original poster

Essex8888 · 31/08/2024 09:22

functionoverform · 31/08/2024 08:15

Okay - so get all the details together and get into BA.com. Flight number, booking ref, date etc, how much in Avios you used / cost of flight.

Under UK 261 you are entitled to 75% of the cost of the flight / Avios for a cabin downgrade. Flyertalk is your friend here - they have whole threads dedicated. Google flyertalk BA downgrades.

Essentially put in a claim with all the details. Make a note of the date and (annoyingly) put in a date for 3 months time with a reminder in your diary and if no satisfactory response and then go to CEDR which is the arbitration scheme. All you need are your facts mentioned above. BA will pay up as they would lose.

Unfortunately when flying, knowing the 'rules' helps.

If ever stranded by BA. Don't get into any queue landside unless it is short and not looking like a shit show.
Always check manage my booking (MMB) as they usually auto rebook first. If it doesn't suit then find a flight that does and ring and ask for that within one world alliance and this has always worked - usually once we have found a comfortable place to sit/ hide.

We always book our own hotels if disrupted (of our choosing) as BA pay out £200 as a guideline per night. We have always had expenses reimbursed. We were away during the ATC meltdown and did just that - expenses were all paid 4 days after submitting them.

Show quote history

Thanks for this
my issue is with Virgin, I presume it’s the same pathway?

OP posts:

Wgw1 · 31/08/2024 10:03

You might be interested in an article on Head for Points this week - sadly I can't seem to link it. There one of the staff were complaining about upper Class using old suites, which are, as you describe, terrible. The article writer's complaint was that he chose a specific flight that showed the new suite class in virgin only to discover on the flight that it was the downgraded seat. Like you, he found this unacceptable and is proposing that Virgin need to launch and Upper Class Suite guarantee. I think it unlikely you will fly Virgin again but this might be something to bear in mind.

functionoverform · 31/08/2024 10:11

Essex8888 · 31/08/2024 09:22

Thanks for this
my issue is with Virgin, I presume it’s the same pathway?

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Yes - the law applies to all airlines.

For virgin, it's about a defective product, so slightly more of a grey area. Essentially you did not get what you paid for - perhaps think about what you would like in compensation - ie voucher returned and request that. If they do not respond, check which arbitration scheme they are a part of and file a claim.

Wgw1 · 31/08/2024 10:13

sorry just seen Sandflea's response saying the same thing.

HerbalRefreshmentt · 31/08/2024 10:28

Wgw1 · 31/08/2024 10:03

You might be interested in an article on Head for Points this week - sadly I can't seem to link it. There one of the staff were complaining about upper Class using old suites, which are, as you describe, terrible. The article writer's complaint was that he chose a specific flight that showed the new suite class in virgin only to discover on the flight that it was the downgraded seat. Like you, he found this unacceptable and is proposing that Virgin need to launch and Upper Class Suite guarantee. I think it unlikely you will fly Virgin again but this might be something to bear in mind.

This is exactly what I was just thinking - some good points in the posts there. HfP also has a forum section the poster could ask her question there too, or hell, even drop the HfP guy a line directly about this, they are nice guys.

Virgin are rapidly going downhill and aren't going to be refurbishing those 'classic' planes with the new suites at all... and aren't taking a lot of new deliveries. Ive got something like 100K Virgin points to use up I was saving for an ANA first redemption but honestly I think I would rather just burn them now. Sweet spot for Virgin is either Economy comfort (econ with the extra leg room, then bring your own nicer catering from the airport somewhere like Plane Food) or Premium Econ. They will get you where you are going (if its the Caribbean/US West or East Coast) and the service will be pretty good but beyond that, forget it.

Mouikey · 31/08/2024 11:47

Firethehorse · 31/08/2024 05:33

I would sadly say it’s the way things are going with quite a few airlines atm but obviously it’s not right.
My DH has now banned us from using BA due to their way of operating, with actual customers being way down their priority list. He was travelling to a business meeting (business class) but was stranded overnight in London. After queuing where he was asked to queue by BA for 1 1/2 hours he was told he had missed getting onto the next flight this was despite previously being told not to book himself on to the flight as they would definitely do it for him. They then added there were no approved hotel rooms left so he should ‘sort himself out’. It was an incredibly busy time in London so it took him a further hour of ringing around to secure a room in a part of London he was familiar with but not widely well known. During this time he met a lady in her 80s who had also been stranded by BA & who had no knowledge of London so he ended up helping her book a room at the same hotel and then share his taxi.
For the longest time (months) BA refused to refund even his hotel room and taxi cost, despite him having taken a relatively cheap room in a not so salubrious area of London.
He had missed his meeting so had to return home next day. After six months of being mostly totally ignored but sometimes rebuffed he has given up.
Well done BA so you managed to keep your money for a useless, time wasting flight to nowhere and avoided any compensation 👏🏼 but my husband has now banned BA being used by any of the many employees at his place of work.
Hope the 80 year old was OK - my husband cared more than BA.

My parents had similar recently. Second leg of their flight was cancelled apparently due to weather (no adverse weather in Heathrow that day though! Really long story short, the BA allocation of rooms had gone that day and the member of staff literally shrugged their shoulders and said sort yourself out. My dad said he would book the presidential suit at the Ritz and picked up his phone to book - strangely a room miraculously became available…

I think the days of flying where there is great customer service and amenities is over 😢

ThePrologue · 31/08/2024 12:02

loropianalover · 29/08/2024 21:34

That’s what they used to call me at boarding school.

You went there first!!
I was wondering what an upper class virgin may want compensating for?!!

Original poster

Essex8888 · 31/08/2024 13:44

Okay little update - just had a call from the Exec team..

They said whilst each individual thing wouldn’t generate an offer of goodwill, they appreciate that all the little things add up and the customer service I received after was inadequate.

They offered me £250 vouchers or 30,000 points.
I took the points and feel like that is fair compensation. Thanks for all your help!

OP posts:

OneLilacCrow · 31/08/2024 16:41

I find that sharing your complaints on social media gets results. Try Virgin’s Facebook page.

MellersSmellers · 31/08/2024 23:27

£50 compensation on a £1800 ticket does seem pretty crap yes!

AllPrincessAnneshorses · 01/09/2024 00:44

Well that was less interesting than the thread title implied...

rufjustiss · 01/09/2024 01:03

HauntedbyMagpies · 31/08/2024 00:24

Who cares how many followers he has on twitter!?!,!

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Unless word of mouth advertising no longer a thing, I would have expected British Airways to care. Particularly as his followers are typically middle-aged and educated - a demographic that often has money to spend on air travel.

Tricho · 01/09/2024 01:06

OP firstly I'm so sorry you felt the need to justify and play down that you were in Upper class in the first place

I would absolutely keep complaining

confessionsofatrolleydolley · 01/09/2024 01:18

GoogleWhacking · 29/08/2024 22:06

I'd be pissed off too. That said I have had awful experiences on transatlantic flights (I'm looking at you BA) where the screen didn't work at all for me or my son and they ran out of food by the time they got to me, so I had a choice of literally just plain pasta and they wouldn't give me even a £50 voucher!

I was in economy but I was also highly pissed off. If I'd paid for even premium I'd have had a revolt!!

I can guarantee that you were not given plain pasta. Please, bitch and moan all you like because we can never please everyone - not because we don't want to, but simply because the airline do not give us the equipment and food that we need to do so - but make it factually accurate. For what it's worth, we hate saying "no" to passengers too and it's only because the company haven't given us enough to give to you.

AmIEnough · 05/09/2024 08:00

loropianalover · 29/08/2024 21:34

That’s what they used to call me at boarding school.

🤣🤣🤣 hilarious!!