Virgin Atlantic flight number change

bumblebeebaby

Thanks Dunas & Life goes on.  Do we have the relevant paragraph of the regulation to quote to them, not  sure it will help but I will definitely be trying this avenue if its written down in black and white.

Life__Goes__On

Dunas said:

Like many I haven't managed to talk to Virgin yet but I have requested a call back via WhatsApp. 
I don't think significant change is the issue, it's simply has the original flight been cancelled,  the fact that the alternative flight is within the same timeframe and same airports is irrelevant,  the EU regulations simply say if a cancellation takes place the customer has to be offered an alternative of either a refund or an alternative flight.

Correct.
Same flight number could be moved by 12 hours and might not be classed as cancelled, so you might have to accept the change
Have just 5 minutes time difference  but new flight number, then the old flight number is considered cancelled,  and you're free to accept or cancel.

bumblebeebaby

Thanks life goes on, will definitely be trying for the refund on that basis then  

Life__Goes__On

If they refuse you can complain to the CAA
https://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/How-the-CAA-can-help/

ericlered7

We are in a similar situation.

Booked via Netflights (sadly!) return from Manchester to Orlando in September / October. Delta flight, operated by Virgin.

The return flight has been cancelled and we have been put on an alternative flight earlier that day. In other words there were 2 flights scheduled that day but ours has been cancelled and there is now just the earlier flight.

Have spoken to Delta and they say we should definitely be entitled to a refund but have to request from Netflights. However Netflights are digging their heels in and saying it is a "minor schedule change" in reality it is a cancellation and we are now moved to a different flight with a different flight number.

I have emailed them stating it is a cancellation and quoting the CAA that we are entitled to a choice of refund or alternative flight, and waiting to see if they reply. If they continue to refuse our refund what can we actually do next? Chargeback? Anything else?

Life__Goes__On

ericlered7 said:

We are in a similar situation.

Booked via Netflights (sadly!) return from Manchester to Orlando in September / October. Delta flight, operated by Virgin.

The return flight has been cancelled and we have been put on an alternative flight earlier that day. In other words there were 2 flights scheduled that day but ours has been cancelled and there is now just the earlier flight.

Have spoken to Delta and they say we should definitely be entitled to a refund but have to request from Netflights. However Netflights are digging their heels in and saying it is a "minor schedule change" in reality it is a cancellation and we are now moved to a different flight with a different flight number.

I have emailed them stating it is a cancellation and quoting the CAA that we are entitled to a choice of refund or alternative flight, and waiting to see if they reply. If they continue to refuse our refund what can we actually do next? Chargeback? Anything else?

Nothing atm will be quick, I feel Chargeback will be the quickest if Netflights still refuse to refund, you could threaten court action by sending them a "letter before action"

ericlered7

Life__Goes__On said:

ericlered7 said:

We are in a similar situation.

Booked via Netflights (sadly!) return from Manchester to Orlando in September / October. Delta flight, operated by Virgin.

The return flight has been cancelled and we have been put on an alternative flight earlier that day. In other words there were 2 flights scheduled that day but ours has been cancelled and there is now just the earlier flight.

Have spoken to Delta and they say we should definitely be entitled to a refund but have to request from Netflights. However Netflights are digging their heels in and saying it is a "minor schedule change" in reality it is a cancellation and we are now moved to a different flight with a different flight number.

I have emailed them stating it is a cancellation and quoting the CAA that we are entitled to a choice of refund or alternative flight, and waiting to see if they reply. If they continue to refuse our refund what can we actually do next? Chargeback? Anything else?

Nothing atm will be quick, I feel Chargeback will be the quickest if Netflights still refuse to refund, you could threaten court action by sending them a "letter before action"

Thanks, if they don't reply to my email tomorrow I'll try the chargeback with Amex.

This is the copy and paste job email they sent me..... it makes no sense at all.

"I have been passed your booking due to the schedule change that has taken place on your return journey. The flight that you were originally booked onto on the 4399 has been cancelled and replaced with the DL4411. This flight departs at 1710 and arrives back into Manchester at 0615."

"As per out T’s&C’s this is considered a minor schedule change as it is less than 4 hours. In this case your booking will be automatically updated to the new timings."

So they say my flight has been cancelled, which means we are entitled to either a refund or an alternative flight, but then say this is a "minor schedule change" ? according to everything I have read, flights can either have minor or significant schedule changes.... or it can be a cancellation, but not both! Why do I feel that they either do not know the rules, or are they just desperate to avoid requesting refunds from the airline?

 

Life__Goes__On

https://www.netflights.com/information/terms-and-conditions
(ii) accepting the cancellation or terminating the contract for the arrangements and receiving a refund (without undue delay) of all monies paid; or

(iii) accepting an offer of alternative arrangements of comparable standard from us, if available.

The T&Cs  they point to only mentions a change in departure time,  not a cancellation,  so  as it's a cancellation, even under their T&Cs  you have the choice of accepting the new flight or getting a full refund.

ericlered7

Life__Goes__On said:

https://www.netflights.com/information/terms-and-conditions
(ii) accepting the cancellation or terminating the contract for the arrangements and receiving a refund (without undue delay) of all monies paid; or

(iii) accepting an offer of alternative arrangements of comparable standard from us, if available.

The T&Cs  they point to only mentions a change in departure time,  not a cancellation,  so  as it's a cancellation, even under their T&Cs  you have the choice of accepting the new flight or getting a full refund.

Nice, thanks.

JanLC

I too had a flight booked from London Gatwick to Orlando for October.  I want to change this to a booking for next year but have not received a response from VA on my Whats App request to see if they will do this or offer a refund on my non-refundable tickets. Has anyone received a response from them using Whats App? And if so how long did they take to get back to you?