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Can anyone offer advice please? Sorry, this is rather long winded.
I booked route TAB-LHR-CPT/CPT-JNB(on Airlink)-LHR-TAB on Virgin’s website. On 13oct Virgin cancelled the return LHR-TAB flight.
I immediately used the chat line to rebook and was told he couldn’t reroute yet and to try again in 5 days. When I retried I was told they couldn’t book CPT-JNB-LHR even though I could do it on their website. I didn’t want the CPT LHR daytime flight as that would mean an overnight at LHR. He also couldn’t book BGI to TAB and ended up booking JNB-LHR-BGI (the day before my original booking as Caribbean Airways only fly BGI TAB twice a week) and said I would have to book the other flights.
I immediately emailed Customer Care complaining. They never reply before 15 days. 4 emails later and 3 responses from them got me nowhere and in their 3rd response they said it was the wrong department. In their 1st response they said they would not compensate for flights I booked. Having posted on the forum and got info, I quoted EC261 and asked for escalation to a senior manager and so far have had no reply.
Meanwhile last week I phoned the SA number for Virgin (I’m in CPT) and got through to UK. The lady was helpful but couldn’t book my route and said she would speak to her manager and phone back. She didn’t. 3 calls later I finally spoke to her again. Apparently she can’t book CPT JNB or BGI TAB because they are no longer in my itinerary – at least, that’s my understanding. She did say I would be refunded for the amount I pay for those legs and I’ve asked for a confirmation email which hasn’t come.
However, although I am prepared to book the flights, it means luggage can’t be booked through and, more importantly, I am susceptible to flight cancellations on the routes with other airlines if they are not in the same booking.
I am extremely frustrated. I really want them to provide the CPT LHR leg as originally booked but the day before and LHR-BGI(on Virgin)-TAB(on Caribbean Airways). As far as I can see, EC261 says they should do this. There must be someone at Virgin who has authority to book these flights. They have messed up my itinerary so they should fix it.
Any suggestions please?Your journey starts in TAB and ends in CPT (or JNB). EC261 does not apply. There is no right to rerouting.
Your journey starts in TAB and ends in CPT (or JNB). EC261 does not apply. There is no right to rerouting.
UK261 applies to all flights on Virgin, a UK airline.
Your journey starts in TAB and ends in CPT (or JNB). EC261 does not apply. There is no right to rerouting.
UK261 applies to all flights on Virgin, a UK airline.
That isn’t correct. In this instance the question that arises is whether the whole journey (to which UK261 would not technically apply even though on a UK carrier) is the one that counts (which is what usually applies for compensation purposes) or the individual legs which by themselves would be eligible.
Your journey starts in TAB and ends in CPT (or JNB). EC261 does not apply. There is no right to rerouting.
UK261 applies to all flights on Virgin, a UK airline.
That isn’t correct. In this instance the question that arises is whether the whole journey (to which UK261 would not technically apply even though on a UK carrier) is the one that counts (which is what usually applies for compensation purposes) or the individual legs which by themselves would be eligible.
Correct.
Assuming it is through ticketed on one ticket (ie one ticket number, bags can be checked all the way through), then EC261 would not apply, even though a UK carrier, as the journey neither starts or ends in the UK/EU.
If it is not one ticket (ie you have more than one ticket number covering the LHR and CPT bits separately), then EC261 *would* apply, but the re-routing would arguably be between TAB and London, not TAB and CPT.The journey was on one booking/ticket. The point is they have re-routed me but from and to different endpoints to my original journey!!
The journey was on one booking/ticket. The point is they have re-routed me but from and to different endpoints to my original journey!!
Yes, I think that point has been understood, but on this particular routing you have no UK/EC261 rights so it relies on the goodwill of Virgin and what you can persuade them to rebook.
Yes, I think that point has been understood, but on this particular routing you have no UK/EC261 rights so it relies on the goodwill of Virgin and what you can persuade them to rebook.
…goodwill, and the law! Virgin can’t just do what they please. If the contract is subject to English law, then there’s a fair dollop of consumer protection outside of EU261 in addition to whatever Virgin T&Cs say.
You may find an email to shai.weiss@fly.virgin.com helps to get the attention of their executive team.
Accepting a refund when you don’t have a satisfactory conclusion is generally a bad idea. Did they even tell how much they would refund, when the fare you paid would have been for the end-to-end journey?
Thank you Marks7389. I emailed Shai Weiss this morning and several hours later have had another email from Customer Care offering my preferred flights from CPT to TAB. I don’t know whether it is coincidence as it is 15 days since my last rant to Customer Care or intervention from Mr Weiss but it seems very likely it is the latter. Happy at last!
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