Flight delay and cancellation compensation, Virgin Atlantic ONLY

Justice13075

Also if you fly from any EU airport with any airline you would be able to claim

mum1964

Flight was booked with virgin holidays, the flight was originally flying both ways with them. They then changed to Delta.
Flight was cancelled, because of alledged bad weather, however truth is that one of the pilots, failed to arrive.

Caz3121

mum1964 wrote: »

Flight was booked with virgin holidays, the flight was originally flying both ways with them. They then changed to Delta.

what was your original VS flight number and when and why was the return flight changed?

Rebecca01

We booked a virgin holidays 4 night break to Las Vegas.

Took a Virgin premium economy flight from Manchester to Atlanta. Lovely flight. Three hour layover in Atlanta. This is where it all went a bit wrong.

The next flight was with Delta. It was delayed an hour due to a problem with the cabin pressure. They " fixed" this and were on our way-an hour later. Well half way through the flight the plane feels like its plummeting down. It went from 34 k feet to 10k in approx 4 minutes. The captain says the cabin pressure has failed. So have to use the auxiliary back up so hence lowering to 10k feet. Then he announced we were making an emergency divert to Dallas Fort Worth. :-0

Anyway false promises from Delta , a night on the floor at the airport. I did not sleep. Phones ran out. Overworked unhelpful staff ( not really their fault) 12 hours later we were on our way to vegas. Not impressed by this point.

We got a presedential limo to the MGM. They were great with the flight delay etc. We had champagne but had been awake 36 hours and felt dirty.

Joined queue to check in at the MGM. It was long due to a sisco conference. We had booked a Tower Spa Suite. Nope! They had given it away due to us missing the night before. They said they can give us a west wing room but it was our fault for not telling them. I started to cry ( been awake 36 hours) I said we paid in good faith. Not our fault stuck at a gate. They say they will sort it tomorrow but will have to take the west wing room.

In the room which is small but ok certainly not the spa suite. The virgin reps call. I explain the issue. She says she will speak to the broker and try and sort it. An hour later the reservations team call. They have a room and tell us to pack and wait for a call. They call back and apologise again. They do not have a room. But she can give me two comped dinner buffets for her mistake.

I have put a complaint into virgin holidays . Do you think I will get anywhere?

Caz3121

regarding the flight delay, to confirm there is no liability under EU261 from Delta (or Virgin)
Did you advise the hotel (from Atlanta) you were going to be arriving late? It is not uncommon for no-show rooms to be released (I have seen people turn up at midnight to find their room gone so always call ahead if going to be late)

Rebecca01

No our phones died. Not allowed access to baggage . Delta staff really unhelpful. We asked but they were harassed.
They took money for room upgrade.

What about ABTA do they not have to ensure you get what you pay for?

DrA_Harrogate

As above no liability under EU261 and I am sure Virgin Hols would say, and it might well be that it's in their T&Cs, that they have no liability for matters outside their control. However, a firmly worded letter to their Customer Relations people may well produce a goodwill gesture. You could raise the matter with ABTA (see their website) but they cannot force the TA to do anything.

Rebecca01

Thanks

Not bothered about a claim for the delay. These things happen. Just glad to be safe. I just will not fly Delta again.

My main issue is I paid for a suite a few hundred pounds more.I got a small room for half of that.

I just would like what I paid for.

Vauban

Rebecca01 wrote: »

Thanks

Not bothered about a claim for the delay. These things happen. Just glad to be safe. I just will not fly Delta again.

My main issue is I paid for a suite a few hundred pounds more.I got a small room for half of that.

I just would like what I paid for.

I agree. If you booked the flight and accommodation separately, it would be your tough luck out. But as this was bought as a package holiday with Virgin, then they are responsible for the delivery of all the elements of the holiday. If their flight provider means your late arrival leads to the loss of an expensive room, then I think it is entirely reasonable - and within your rights as a purchaser of a package holiday - to be compensated for the reduction in value.

Have you written to them quoting them their package holiday obligations, and what did they say?

Rebecca01

I have done stage 1 of complaint process. So will see what happens.