Flight delay and cancellation compensation, Virgin Atlantic ONLY

cmccoy004

Hi, Really hoping someone can help me with this
I have tried to claim money back on flight i was delayed on in Oct 2017 through flight delay claims team who are a claims management company. They have contacted virgin who have told them another solicitor unrelated to them is dealing with it - unfortunately my partner has gone through a solicitor company without me realising. Now the claims management company has asked for a total of 415 pounds for service fee, for engaging service to gain flight compensation as per my instruction, admin fee reminder fee (as i didn't pay it straight away) and legal action fee. When speaking to Virgin they said this company sent them two emails.. that was the only action they took to represent me
The claim has not yet been settled through the solicitor company so we have not received any money, so to pay the flight claim management team this money is just out of the question as they have done nothing. They are really harassing me with letters - can someone give me some advice on what to do please! Im at my wits end. Thanks in advance

BorisThomson

Read the terms and conditions you signed up to, and stop ignoring them.

You've paid for a service and they have provided it. The fact that they've not done a great deal is irrelevant, they have done what you paid them to do.

cmccoy004

I have never ignored them as i know that is not the way forward with this.
if you were in my situation you would pay them for a service they didn't provide?

JPears

Erm it sounds like the issue here is you not communicating with your partner and vice versa?
it though it does sound like your claims company is overcharging and taking you for a ride.

cmccoy004

Yes unfortunately the lack of communication has caused the initial issue, I thought it was the same company he had been speaking with
I am now trying to move forward to resolve the problem... so any help would be greatly appreciated. Do I just pay them the fee? Or do I fight it!

legal_magpie

As stated earlier, you need to read their terms and conditions. If you signedup with them you entered into a contract with them. If they have done what they are supposed to and you have broken your contract with them, you may have to something, not necessarily the full amount. The fact that your partner entered into a similar contract with another company is not their fault.

jpsartre

Agree with the above. What does their T&C say?

ormolu

Hi guys,

Is anyone else trying to claim for a Virgin flight? I emailed customer services via the MSE/Resolver process about a long-haul 24-hour flight delay, and got a response after two weeks. They informed me that they couldn't help me, and I should use the Virgin EU claims link. After following the link, I tried to go to the online form the compensation page links to. This link is broken in both my browsers. (I can't post a link for you on the forum as I'm a new user.)

I've emailed the Customer Service people again with a screenshot, but worried they can pass the buck again given that they apparently don't do EU compensation and I guess it's an IT issue. Does anyone know how to escalate this appropriately? Would be great to convince someone to give me a copy of the form and an email address to send it to... Thanks!

Justice13075

Have you tried putting your flight details into bottonline and also euclaim and see what they say about your chances of compensation.

ormolu

Yes, they say I'm eligible for the 600 euros: it was a cancelled flight from the US to the UK, resulting in a 24-hour delay. I'm thinking of going to one of the no-win-no-fee lot if this process continues to be so tedious. (Their customer service twice emailed me insisting that I fill out and post them forms about the non-existent 'other claimants', before finally informing me customer service doesn't deal with claims and there is a link for that - albeit broken.) If I can figure it out myself, though, would be cool to hang on to all the 600 and not have to pay out 27% as a fee.

Any advice appreciated!