Stuck in Limbo with MyTrip & Virgin Atlantic - £2000 & over 20 call hours down

BenBermondsey

Hi folks, I've been stuck in a situation with MyTrip and Virgin Atlantic for over 2 years and it looks like we're about the lose anything that has been promised.

Our honeymoon flights to Cuba (with Virgin via MyTrip) were cancelled due to covid.

We were issued a travel voucher with Virgin held by MyTrip for the same flights valid for 2 years instead of a refund.

Virgin have stopped the route between London & Cuba until November 2022 (voucher expires in September 2022).

We've spoken to MyTrip for over 20 hours going back and forth, the service has been frustrating, inconsistent and unhelpful.

 They continue to say we need confirmation that Virgin approve an issued refund. Virgin say their sales team deal with partner books who we can't speak to. But we have managed to get them to confirm to MyTrip to issue the refund.

 As soon as Virgin confirm that MyTrip starts the process again with MyTrip and endless calls of them saying we can only rebook, when we go to rebook they say the flight isn't available so the refund conversation starts again.

We're unable to rebook the flights, use the credit elsewhere or get a refund because of unconnected communication.

I understand the industry has been under pressure with the pandemic but this behaviour is nothing short of fraudulent.

Any thoughts or advice on what we can do here?

Thanks

onashoestring

Using a third party to book flights inevitably results in disjointed communication when problems arise.

It’s not clear from your post whether Virgin have already issued the refund Mytrip - Virgin need to refund Mytrip before Mytrip will refund you .

You need confirmation ( preferably in writing ) from Virgin of all the refund details  : date on which Mytrip was refunded / reference number etc so that you can chase the refund up with Mytrip.

Westin

onashoestring said:

Using a third party to book flights inevitably results in disjointed communication when problems arise.

It’s not clear from your post whether Virgin have already issued the refund Mytrip - Virgin need to refund Mytrip before Mytrip will refund you .

You need confirmation ( preferably in writing ) from Virgin of all the refund details  : date on which Mytrip was refunded / reference number etc so that you can chase the refund up with Mytrip.

As above.

From your post I am not clear if the credit voucher was issued as a goodwill gesture by VAA against disinclination to travel rather than following a flight cancellation.