Help - Virgin have really let us down!

Gloomendoom

NicAdams16 wrote: »

Virgin cannot honour our booking, so they should accept they need to pay to rectify this, and we shouldn’t have to pay an extra penny, do you not agree?

You don't have to pay an extra penny, just take the money Virgin are offering and find somewhere cheaper to stay for the additional night.

photome

Gloomendoom wrote: »

You don't have to pay an extra penny, just take the money Virgin are offering and find somewhere cheaper to stay for the additional night.

I suggested somewhere cheaper for the last night but the OP thinks that would cause suffering and compromise.


If Virgin wont budge and the Op doesnt want to be rerouted and money is the issue then that seems like a sensible alternative.


After all the OP would have had the exact holiday as booked with one extra, but cheaper night

jpsartre

The OP is entitled to accommodation for the extra night in Barbados but it's pretty unreasonable to expect this to be at a £750/night hotel.

richardw

The OP has absolute rights under EU Reg EC 261:2004 that Virgin’s Ts & Cs can’t change.
Virgin are fobbing them off, because it’s cheaper for Virgin to do so.

NicAdams16

mgdavid - i responded to you via PMs as i consider you are being deliberately obtuse, disrespectful and you seem to have a very high opinion of yourself. TBH I didn't want to call you out on the forum but i couldn't let your comments lie. You do seem to be missing a point:

mgdavid wrote: »

Because the Ts & Cs you signed up to when you booked the holiday allow flight changes and cancellations to happen - yes, but to shift the dates of holiday entirely without any cover for loss caused or offer cancellation and refund knowing full well we couldn’t rebook elsewhere for comparable cost - That’s a bit rich!!
(they haven't shifted the dates (plural) of the entire holiday, they've cancelled a single flight and offered alternatives)

Cancelling the return flight means we have to cancel the holiday or move the entire holiday back 1xday so we fly out to New York a day later, and then on Barbados a day later, and then back from barbados to the UK a day later. Hence they have changed the dates of the entire Holiday. I guess this is semantics to a degree but i do not think this should be allowed.

If nothing else, i think there should be some sort of goodwill gesture to make up for the stress and upset they have caused. This is a company who think nothing of complementary drinks etc for the high rollers, but us at the bottom have to pay when Virgin makes a mess of things. Fantastic customer service eh! If i treated a customer like this in my job i would be hauled over hot coals!

mgdavid wrote: »

Or claim off your travel insurance - you do have travel insurance to cover this, don't you? - as one of the other actually helpful contributors pointed out, this eventuality isn’t covered (they didn't, they suggested it probably isn't covered, but it could be, we await your confirmation)

I can confirm it isn't covered, this was the first call we made.

mgdavid wrote: »

I'll refrain from further comment...

Please do, unless constructive!

Everyone else, i am extremely grateful for your comments and time spent giving your opinions. I just felt this guy went too far! I will be giving Virgin another call today, i will update when we have something to report.

steve1500

We are going to Barbados next August for seven nights £1k & Hotels.com have quite a few cheaper.


I have to agree, I can't Virgin coughing up £750 for a night

What the OP has not mentioned is which Airport they are flying back into. I would guess LGW if there is a flight the next day or LHR depending on which month


Have you been back to the store where you bought the holiday? Apologies if I missed it

NicAdams16

Hi richardw

richardw wrote: »

The OP has absolute rights under EU Reg EC 261:2004 that Virgin’s Ts & Cs can’t change.
Virgin are fobbing them off, because it’s cheaper for Virgin to do so.

Thanks for this, can you expand at all? I have had a look through a quick guide to this EU reg and follow some, but not all. What would you say Virgins responsibility is?

Thanks in advance

jpsartre

NicAdams16 wrote: »

What would you say Virgins responsibility is?

You have the right to rerouting or hotel accommodation/meals when an overnight stay becomes necessary. There's a link to the regulations below. The relevant article is article 5. If you want to fly back on the originally scheduled day then look for alternatives and request to Virgin that you are booked on one of them.



https://eur-lex.europa.eu/resource.html?uri=cellar:439cd3a7-fd3c-4da7-8bf4-b0f60600c1d6.0004.02/DOC_1&format=PDF


You're incorrectly quoting me in post 47 by the way.

richardw

NicAdams16 wrote: »

....Virgins responsibility is...

re-routing you to your final destination at your earliest convenience.
Article 8 doesn’t say re-routing can only be on the operating air carrier’s flights that you booked with.
If there’s a BA flight on the day you want to return ask them to put you on that. If a better alternative on the day you want to return is via the US, ask for that.

NicAdams16

Hi Richard and Jpsartre

Much appreciated. I will mention that when on the phone shortly.

JP - Apologies, not sure why it is saying you in post 46, i certainly didnt mean for it too, i will see if i can change it.....