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Has anyone ever got a response from emailing the senior team at virgin? I’m having a nightmare getting a refund resolved and when I email Louise Phillips and Corneel Koster it just gets ignored – not even passed on to an executive team..
It’s hard to comment with specifics without details about the nature of the issue at hand, but if you feel you have exhausted the abilities of Customer Care and aren’t getting anywhere with getting any further response, the listed complaints process is to request a final response from VS, then self-refer the complaint to Aviation ADR. You may also wish to look in to S75ing with your credit card, but that wholly depends on whether or not VS would be reasonably able to argue that they delivered whatever service you bought from them.
You can open a complaint with Aviation ADR at https://www.aviationadr.org.uk.
@dogfishpunk – unfortunately you have emailed two incredibly ineffectual people who seem to feel dealing with passengers is beneath their station. Corneel’s ‘Chief Customer Officer’ title seems so incredibly inapt given his dismissive attitude towards customers that you and others regularly experience.
Try emailing the Executive Office directly Executive dot office at fly dot virgin dot com and do a chargeback/s75 if they don’t respond appropriately within 14 days and state that is what you will do in your letter/message.
Ive had cause to email twice – and got a very speedy and fully resolved response within 24hrs
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