Virgin Atlantic over christmas

Karibu_Chum

I need to let off steam and hence this post. We were flying by Virgin Atlantic on 25th December 2006 to India. We had a reunion there and were meeting all our friends from everywhere. Day dedicated for that was 26th December 2006, and guess what? WE got to the airport in good time to find queues of people and were being told not to check in as the flight was cancelled for 24 hours. Our entire trip was paid for including hotels for the night. Others had connecting flights. Our trip was planned out almost 8 months in advance. Not only did we not get to meet our friends on 26th December but what was more annoying was that the reason for the flight not taking off was that the pilot was taken ill. So no backup, and just hours of waiting at the airport on christmas day. What were we offered? Well legally Virgin Atlantic gets let off because they have said the flight is delayed by 24 hours (NOT CANCELLED). "Use of terminology to protect themselves". We were told that we could go back home and they would pay the taxi cost or they can put us up at a hotel. We opted for being put up at the hotel. We had meals at the hotel but had to pay for drinks - which we still felt we could take it in our stride.
What frustrated us was that if the reasoning was weather or factors beyond human control then that's fine. The captain or pilot not turning up on the evening of christmas doesn't do justice to the losses all the passengers faced. When we asked Virgin about our accommodation in Mumbai as we'd paid for it - they said they were not responsible for that. So who is?
Who is responsible for the fact that one of the purposes of the visit was to meet up with all from Australia, Kenya etc and we couldn't do that as our flight was CANCELLED not DELAYED.
Our compensation was 50% of the LIST price of our next virgin flight. When am I going to be able to afford a holiday and who knows which airline I will be flying with?
Would anyone have any idea who could be of help to me at Virgin Atlantic. We have written letters to customer services, tried to contact them but had no response at all.

Sorry to have to let off steam like this but it feels as if we are just banging our heads.

Voyager2002

What a disappointment! However, I think that Virgin treated you reasonably well. And I am sure you would not have chosen to take off with no pilot! And since pilots are highly paid, no airline can afford to pay spare pilots to wait around as back-up when not needed, particularly not on Christmas day!

LB1985

Voyager2002 wrote:

And since pilots are highly paid, no airline can afford to pay spare pilots to wait around as back-up when not needed, particularly not on Christmas day!

There are usually crews on standby for such occasions. However, a standby captain or first officer may have already been utilised on another flight, or since it was Christmas, they may well have had fewer crew members on standby.

(Incidentally as an aside, pilots aren't all highly paid! )

r.mac_2

Did you have travel insurance and would this cover any of your expenses such as the accommodation?

Worth a look, otherwise another letter to virgin is all I can suggest.

Sometimes, although it stinks, we have to accept we were unlucky and let go. I hope that something comes of your travel insurance.

dmg24

r.mac is right, your insurance should cover any delays.

You are lucky to have been offered 50% off a flight with Virgin - they normally don't offer anything!