Frequent flyer points switcheroo

jfjuk

I recently booked a reward flight with Virgin Atlantic on their website. The points required were quoted at 100,000 on the website, so I went ahead and booked the flight, also paying the relevant tax and duties.

I received a confirmation email showing the 100,000 to be deducted from my account.

Later that evening I realised I needed to change the departure date by a day, allowable within the 24hr 'cooling off period'. I phoned customer services who were very helpful and made the change to my booking. I asked if there would be a penalty, and was told there would not.

I received the new confirmation email, however this time it showed 120,000 miles deduction.

I immediately called back to ask why this had happened , and was told the original 100,000 was a mistake and it should have been 120,000 all along.

Do I have any comeback based on the fact I booked the flight based on the quote I was given (and confirmed) on the website?

Thanks.

PeacefulWaters

Where are you flying to?

jfjuk

Hong Kong - however I don't think the destination is relevant to my question.

PeacefulWaters

jfjuk wrote: »

Hong Kong - however I don't think the destination is relevant to my question.

Destination, ticket type, date and number of tickets is very relevant.

Here's a link to their redemption chart.
http://www.headforpoints.com/2016/11/02/virgin-flying-club-changes-spending-miles/

I don't think I can be bothered any further though.

jfjuk

Sorry, I wasn't being rude. My point was whether a price quoted - in whatever currency including points - is a legally binding agreement?

I based my purchase on the information I was quoted on the website.

phatbear

virgin, the same as avios, now have peak and off peak flights is there the potential that the 100000 booking was an off peak day and the 120000 a peak day?

what date were you going and are going now?

jfjuk

They have certainly introduced a confusing new system. However, in this case the points would have indeed been 120,000 if based on their old redemption chart.

However, my question is specifically whether a 'price' quoted (and subsequently confirmed) can then be changed retrospectively?

phatbear

jfjuk wrote: »

I asked if there would be a penalty, and was told there would not.

But there was no penalty you have only paid the miles it should be assuming that you have gone from an off peak to peak flight.

k3lvc

jfjuk wrote: »

They have certainly introduced a confusing new system. However, in this case the points would have indeed been 120,000 if based on their old redemption chart.

However, my question is specifically whether a 'price' quoted (and subsequently confirmed) can then be changed retrospectively?

Difficult to understand your issue - if I'm reading right the price quoted was for day A and you wanted to change to day B which may have had a different fare. There was no 'penalty' but you did have to pay the appropriate fare for the new day

jfjuk

The points redemption does not change from day to day on the current system. The fact is the website had quoted me a wrong mileage. However, I booked my flight based on this quote, and received confirmation of this.

Only after changing the day did the mileage change - and without any notification this would happen.

I checked back on the website and it was still showing the same 100,000 mileage on the exact same dates:

I have a screen grab of this, but cannot post it as I'm a new user.

My question is a consumer rights issue - after purchasing something based on a specific and confirmed quote/bill, can that be changed without notice, whilst also remaining visibly on sale for the same original amount on the website?