This is going to be a long one to get in all details, but here’s a short version- Virgin changed my flights, lost my seat bookings and have sat me away from my children and are now saying they can’t do anything about it.
long version- I booked my flights months ago, travelling as a single parent with two ‘disabled’ children (one is ASD with a physical disability and complex additional needs, one is deaf and adhd). I paid to upgrade to premium economy and paid to book our seats so we were next to eachother.
a few months ago Virgin text to say they’d changed my flight. I checked and it was only by an hour so no issues. Then today I had a thought and checked, yep, they’ve moved our seat allocations and we are all separate and middle seats.
so today I’ve spent 3.5 hours on the phone and gotten no where. Virgin say that it’s a delta flight so they can’t change the seats. Delta say I would have to downgrade to economy (I’ve said no problem, not ideal but I’ll it) but to do that I have to get Virgin to make the change. Virgin say they can’t and I need to ask delta to call them? I have cried, I’ve asked to speak to a manager (and got put on hold and then disconnected ). I’ve offered to pay to upgrade. No one can help me. They just keep blaming eachother and saying they can’t do anything.
I don’t think we can do the flight, my kids fly well and are used to travelling, but they’re very stranger conscious and won’t manage hours in the middle of random people. Also my daughter is only 7, she needs to be near me for safeguarding. I don’t know what to do. Does anyone have any experience of this happening? I feel like our dream trip has been ruined, I just don’t see how they’ll manage the flight.
any Virgin experts who can help me out? I’ve called (a lot!), emailed and tried their chat which no one ever responded to. Due to fly in two weeks