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Hello
I would appreciate any help or advice anyone is able to give me.
I had a flight booked for 26th July LHR to LAX booked on Virgin in Prem Economy using Virgin points. I have just received an email saying VS7 cancelled (20/7/22). Online re-booking not available so called the call centre…..oh and get cut off TWICE when agents think it’s to complicated….Both agents so far have said not possible to re book….as booking was made using points and no seats available, refusing to book onto another Virgin flight direct as they say no seats apart from Upper Class available. I am happy to accept a flight with a connection with Virgin but they told me this is not possible as its a points ticket. They telling me as it is a point ticket only same direct route on a different date……however nothing available for weeks……… Can anyone please tell me please exactly what legally by law they need to do, I really only want to Get to my destination within a few days either side……..
Could anyone please advise? Thank you for you help.Sorry to hear about this nightmare. The law requires Virgin to reroute you, irrespective of whether you paid by points or cash, but enforcing your statutory rights is more difficult. You need to speak to them again and tell them they are incorrect in their previous assertions – read the EC261 rules and quote them. Ask to speak to a supervisor/manager. Keep detailed notes or record the call with times etc. If they still refuse you could in theory buy tickets on another airline yourself and claim later but this is costly and risky. It is all made harder by all the flights being so busy and the passenger caps limiting ability to book any remaining seats.
Thank you,
I am still in the Q on the USA number……
I have however just seen in front of my eyes wide availability online in ALL classes become available on the LAX flights……Call centre closes in UK and seats become available?!?!?!? 2 hours ago there was nothing….. Virgin what kind of game are you playing?? Lets hold the seats not let anyone with a cancelled flight book them and then X price by 3 and put them on sale when the call centre closed in UK…..
My UK mobile is unable to call the USA number….But im in USA and able to call it from my landline…..Perhaps try the online chat function which should be available at this hour, and all your conversations would be documented.
Thank you,
I am still in the Q on the USA number……
I have however just seen in front of my eyes wide availability online in ALL classes become available on the LAX flights……Call centre closes in UK and seats become available?!?!?!? 2 hours ago there was nothing….. Virgin what kind of game are you playing?? Lets hold the seats not let anyone with a cancelled flight book them and then X price by 3 and put them on sale when the call centre closed in UK…..
My UK mobile is unable to call the USA number….But im in USA and able to call it from my landline…..I wouldn’t pay too much attention to the availability you can see, because in many instances the airline has agreed not to take new bookings or simply reassign passengers on cancelled flights to different ones as that may breach the caps. Some airlines seem to have managed the IT to close off the availability to GDSs so they can can control the seats. Ultimately, you are reliant on the seats Virgin will actually book you on, not what you think is available.
There are some seats the next day (via Minneapolis St Paul or Amsterdam) or that day if you can leave from Birmingham via Paris (LHR – CDG is full also)
Virgin have rerouted me on delta before on a points booking, took a few hours to get ticketed but was sorted
Are they saying there are no seats – or no redemption seats? I’ve had a points booking flight cancelled, and they gave me a different flight that had no points redemptions available. There only needs to be seats available, not redemption seats.
I’ve also found Twitter quite a good way to get hold of them when the phones are jammed.
I had a look, there just weren’t seats on anything VS DL AF KL that day at all out of LHR presumably due to the caps
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