Anyone know who to complain to A Virgin Atlantic

gibbyni

Just back from a trip to Las Vegas, on our way home with virgin we where sitting at the very back on the left (64 A,C) Just over 2 hours into the flight when putting the seat back there was a crack and the seat just fell the whole way back. You could put the head rest part of it onto the floor behind. Know one was hurt and the cabin crew where shocked when they seen it. But we then found out that there wasn’t a single other seat on the aircraft. So for the next 6 and a half hours we had to take it in turns to stand, we where told we could use the jump seat just behind us but this was right beside the 3 toilets so first of all it stank and second I couldn’t sit at it at times cos of people waiting to go to the toilet. So for the whole overnight flight we didn’t get a wink of sleep and had sore legs by the end of it.

The cabin crew where apologetic and shocked at it and where sorry they couldn’t find another seat. At the time they gave us £25 of duty free but that’s nowhere near enough to compensate us for it

I’m writing a letter this weekend but want someone more senior than just the complaints department as I would expect to just get a were sorry letter from them.

sturll

Virgin Atlantic - Customer Relations
PO Box 747
Dunstable
LU6 9AH
UK

or

[EMAIL="Customer.relations@fly.virgin.com"]Customer.relations@fly.virgin.com[/EMAIL]

You'll no doubt get 15k added to your flying club account and a sorry its never happened before reply.

That said, i think id have been pleased - just asked for a quilt from upper class and laid back and snoozed away.

Tojo_Ralph

gibbyni wrote: »

I’m writing a letter this weekend but want someone more senior than just the complaints department as I would expect to just get a were sorry letter from them.

The way to ensure that you don't get a canned response with the standard brush off token compensation is to detail your complaint very clearly, to ask specific questions that require a direct response and to state clearly how you wish to be compensated.

gibbyni

sturll wrote: »

That said, i think id have been pleased - just asked for a quilt from upper class and laid back and snoozed away.

I wish, I think I would have ended up with a broken back if i had tried sleeping on it

stoneman

VA are allowed 28 days to respond to your complaint, and they will use every one of them. On the 28th day you will get what will of course be an unsatisfactory reply, and of course you will respond. Then the 28 days starts again, and they will wait till then to send you another reply. This is how they work, I have flown with then countless times and on occasion had to write to complain and this is the tactic they use every time. You must be resilient and don't let them fob you off with miles, which are becoming harder and harder to use. Be warned, you are in for a few months of negotiations.

dmg24

Tojo_Ralph wrote: »

The way to ensure that you don't get a canned response with the standard brush off token compensation is to detail your complaint very clearly, to ask specific questions that require a direct response and to state clearly how you wish to be compensated.

That is exactly what I did with them. Sadly they ignored the questions and sent me a bog standard reply ... twice! Couldn't be bothered to argue with them anymore (it wasn't a big complaint, and I didn't even want compensation), so I just put them down to being a company with sh*te customer service.

(Loving the avatar! )

Tojo_Ralph

dmg24 wrote: »

That is exactly what I did with them. Sadly they ignored the questions and sent me a bog standard reply ...

Try flying with Air France more often then.

a) For all their faults, the responses from CS are very good and they do deal with any complaints in a satisfactory manner.
b) You'll get lots of practice writing complaints.

photome

Tojo_Ralph wrote: »

The way to ensure that you don't get a canned response with the standard brush off token compensation is to detail your complaint very clearly, to ask specific questions that require a direct response and to state clearly how you wish to be compensated.

I have also done exactly that 3 times! (one complaint) and apart from the standard canned reply to the first letter, they didnt even reply to the others and I to gave up, and will never fly on the Gatwick/Vegas route again, it is the pits!!!!

Good luck to the OP

cats_whiskers

Hi

A number of years ago I had cause to complain to VA about the hotel we stayed in New York (it was a package deal booked with VA).

I wrote a letter to Customer Services clearly stating the facts and explaining my disappointment. I expected a thanks we're sorry letter in return. However, I first got an acknowledgement letter to say my complaint was being looked into and after a few weeks received a further letter advising that they were refunding some money.

I thought the way in which they dealt with my complaint was very professional and fair and I could not fault their customer service department.

I hope you find that they treat you in the same way, just give them the chance to look into your complaint and respond to you.

Cats

photome

cats_whiskers wrote: »

Hi

A number of years ago I had cause to complain to VA about the hotel we stayed in New York (it was a package deal booked with VA).

I wrote a letter to Customer Services clearly stating the facts and explaining my disappointment. I expected a thanks we're sorry letter in return. However, I first got an acknowledgement letter to say my complaint was being looked into and after a few weeks received a further letter advising that they were refunding some money.

I thought the way in which they dealt with my complaint was very professional and fair and I could not fault their customer service department.

I hope you find that they treat you in the same way, just give them the chance to look into your complaint and respond to you.

Cats

The differences are.

I would have thought your package was with Virgin Holidays but whoever it was with, your complaint was about an external hotel and it was years ago.

The OP is complaining about their own product which on that route is rubbish and VA know it is and wont do anything about it.

cats_whiskers

Well potome thanks for putting me right on the matter.

Clearly your experience on the VA route from Gatwick to Vegas and your dealings with VA have left you rather bitter.

I wish the OP more luck than you had.

Cats