Virgin - Awful service/ over booked flight - best way to complain?

maemaesmummy

Only 14 seats in the posh section and believe me they don't like to give them away free!

Dawning

StuieUK34 wrote: »

i always thought that there would be some spare seats in the posh section left, so if they overbooked in bum class, they automatically give u the nice seats ? (unless there fully booked i guess)
it not work that way ?

If they're overbooked and looking for upgrades, they go for their own frequent flyers first, then partner airline ff's, etc etc.

neilbond007

Me and my ex were upgraded from Premium economy to Upper LAX - LHR. I was Gold with Virgin and had used miles to get my tickets.

PS - Taking off 40 minutes late is common. All airlines build in a buffer in to their flight times so their "ontime %" is better. I can't remember the last time my flight took off at the official take off time

malkie76

It's maybe worth pointing out that checking in online or even printing your own boarding pass won't prevent you being offloaded if the flight is over sold.

It's also worth pointing out the deliberate overselling is because a percentage of passengers won't make the flight - not because they miss the flight, but because they hold flexible (expensive) tickets which they cancel at the last moment. Empty seats means more expensive flights for everyone else.

Usually if there is an oversell there will be operational upgrades for the status holders on the flight. In the event that there are no seats free anywhere then typically they'll ask for volunteers to take a later flight and be significantly compensated. I've never personally seen involuntary offloads because flexible travellers will happily accept the compensation!

ferf1223

malkie76 wrote: »

It's maybe worth pointing out that checking in online or even printing your own boarding pass won't prevent you being offloaded if the flight is over sold.

Right or wrong, we were told by a member of Virgin check-in staff that it's almost impossible for them to move you out of your selected seats (so also presumably off the plane) if you have checked in online...this was a few years ago when we were always lucky to get pairs at the back of economy on the 747s to Vegas - we always booked really early and then fretted forever about losing those seats. We always checked in online and always got them (except once, but we had been kicked out of them long before the flight in that case).

The one time we weren't able to check in online for the return leg (with Continental, incidentally) was the one time we didn't end up with seats until a connection from Cancun to Houston was late. That flight was oversold by 23.

We always, always check in online as close to 24 hours before for any flight now. Maybe it's a false sense of security, but so far so good...any decent hotel has a business centre, there are any number of options if not (internet cafe, Kinko's, etc).

As for the running out of booze...it never ceases to amaze me how much this gets people worked up.

richardw

ferf1223 wrote: »

Right or wrong, we were told by a member of Virgin.......this was a few years ago

How many years ago?

ferf1223

richardw wrote: »

How many years ago?

2, maybe 3? Check-in at LAS...again, the comment was with regard to the seating we had selected - that it was virtually impossible to move us from those seats if we checked-in online in advance (and those who rocked up 2 hours before the flight stood a very good risk of being separated from the rest of their party, best case)...I would assume that virtually impossible to move us from the seats also means virtually impossible to bump us from the flight due to the flight being oversold. I've always understood that those who leave checking in until the last minute are most likely to be at risk in an overselling situation - we've experienced it ourselves, and have seen others in similar situations in the departure lounge before.

Regardless, I'm way too paranoid not to check in online as soon as we can...just one less chance something can go wrong.

malkie76

You are absolutely correct in that if you check in online you are far less likely to be offloaded but it doesn't actually completely prevent it from happening. Ultimately they can deny you boarding for whatever reason they like at whatever point in time they like.

One of the other things they can do is force a involuntary down-grade when they've oversold premium cabins. You'll be entitled to 75% of the fare back, but that's kinda harsh when you are expecting to travel in comfort.

Luckily that's never happened to me, bug I've worried about it before when on redemption bookings as I feel they'd be more likely to downgrade a redemption passenger rather than a revenue passenger.

ferf1223

malkie76 wrote: »

One of the other things they can do is force a involuntary down-grade when they've oversold premium cabins. You'll be entitled to 75% of the fare back, but that's kinda harsh when you are expecting to travel in comfort.

We had it happen once on Continental, but we had booked economy and used an upgrade certificate to upgrade to first (or business, cannot remember what they called the higher class on those flights) one way...so no fare refund in our case...we were booked in first class from the time we booked the flights 10 months before - NY-> LA. Sat in our seats...having a pre-flight drink and, short and unemotional version, after we declined their offer of a $100 flight voucher to move to economy, were told we had to move to economy or would be removed from the plane by Port Authority Police...which was nice

slinga

The one time I had a chance to be bumped off, LHR to Singapore, I didn't take it as the wife was waiting for me in Singapore.
I wasn't in a rush but really didn't think it through.
Was offered, same time flight next day, hotel stay with all meals, transport from hotel to airport AND free return flight LHR to Sing with a 12 month ticket, or cash in lieu. That was with BA.
Dunno why I didn't accept, regretted ever since.
Never seen the offer again on the flights I take.