Anyone know who to complain to A Virgin Atlantic

photome

cats_whiskers wrote: »

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

Yes they have left me bitter and if you read through the very long Vegas thread on here you will find lots of others feel the same.

Its a shame VA have let that route down as the heathrow to LA route is a tottally different experience.

In my first post I did wish the OP luck and still do

Bob63

stoneman wrote: »

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.

That certainly hasn't been my experience on the three occasions that I have complained to VA. Responses were within a week and the outcome satisfactory in each case. (Your mileage may vary, objects in the rear view mirror may be closer than they appear) I am very quick to complain when I receive shoddy service, but also quick to praise too when things go exceptionally well.

vivatifosi

I'm curious OP, what did you do when seatbelt signs came on during turbulence? Where did you sit on landing?

The CAA has seat standards, and while the crew can't help the fact that one failed while you were on board, your safety was put at risk by the failure of your seat. If there was a problem on landing, how would you have been restrained in your seat? Ditto if there was severe turbulence.

I would be complaining on safety lines - which are statutory, as much as inconvenience ones (having to stand up on long haul). It may also be worth asking the CAA's call centre what they think as they make the rules.

gibbyni

Ok I got a contact who said they would pass my letter onto a senior member of staff, so I sent them over the letter last night so will see what happens with it.

vivatifosi- we had the use of one of the crew jump seats that where about 6ft behind where our seats where. only thing was it was right in front of the toilet. I made a point about safety in my letter to them so will see what they come back with. however that is a good point about contacting the CAA about it.

They managed to get me a proper seat 10 min from landing from a member of virgin staff who was returning from vegas. they said that she was allowed to use it for landing but passingers are not. This also annoyed me that they give staff members seats before paying passengers.

Tojo_Ralph

...
The following link is a reasonably good place to start with any complaint against an airline.

http://www.direct.gov.uk/en/TravelAndTransport/PublicTransport/AirTravel/DG_10036233

freebiequennie

when i complained to virgin about building work at our honeymoon hotel they apoligised and offered to send a hamper. a week later nothing so i wrote back saying didnt think it was good enough compensation and that the hamper hadnt even arrived, we got £250 cheque compensation and a huge hamper, which we accepted sure we could have pushed for more but just wanted to end it.

gibbyni

Just to give an update, I put a message on virgins myspace page giving a quick outline of my problem and asked for a contact address for a senior member of staff. The girl in it said to Email my letter over to her and she would pass it on. I sent it to her on Sunday night, she replied Monday afternoon to say she had passed it on to the head of customer relations and she they would get back to me ASAP. Tuesday lunchtime I got a detailed Email from them going through each of my problems and apologising. She was able to tell me the engineers had looked at the seat and the pivot had broken and that was why it went the whole way back. As for the staff seat she told me it was a paying customer in it who could well have been upgraded just into the flight and the staff member given that seat but she couldnt check that. But she said if it was staff in it, it should have been given to us.

They also gave us 25k flying club miles each, were happy with this as it has just put us over the amount needed for a return upper class flight pretty much anywhere except Sydney. So all in all im happy with the outcome and surprised at the speed of response I got from them.

Bob63

Nice result, pretty much in line with my own experience in terms of response time and outcome. That's what marks companies like Virgin as good ones to do business with in my mind. All companies can get it wrong, but if they put it right again quickly and with the minimum of fuss I am like to do business with them again. Contrasting this with my BA experiences is the reason I fly Virgin whenever I can.

gibbyni

cheesy.mike wrote: »

Nice result, pretty much in line with my own experience in terms of response time and outcome. That's what marks companies like Virgin as good ones to do business with in my mind. All companies can get it wrong, but if they put it right again quickly and with the minimum of fuss I am like to do business with them again. Contrasting this with my BA experiences is the reason I fly Virgin whenever I can.

I was expecting to have to go through a few weeks or even months of to and fro, but credit where credits due they sorted it quickly.

sheilanick

This reminds me of a complaint that I made to Virgin some years ago.

We had saved hard for a holiday to Florida and had even splashed out on an upgrade to premium economy on the return flight. Shortly before travelling I read that Gordon Brown and his wife had been given complimentary first class seats on what I think was their honeymoon.

Well for some reason I really took offence at this, after all he can afford to pay for his travel:mad: , so I wrote to Virgin complaining that if anyone deserved a free udgrade it was me!!!!!. I got the standard type of response and though nothing more of it.

But, when we arrived at the airport we were handed 4 VIP passes to the first class lounge where we had full access to all the facilities, enough complimentary drinks to bath in and the added bonus of chatting to Martina Navratilova who was waiting for a flight !

Fair made the holiday for me:D - but then I'm easily pleased.