Virgin Atlantic refusing seat reservation refund

Parisii

I paid for seat reservations on a recent trip to Boston to ensure that I had decent seats and were sitting with our young children. On the return flight the aircraft had changed and the seat reservations I made had been cancelled and we were no longer sitting together. Virgin has refused to refund the seat reservations on the grounds that seat reservations are not guaranteed. OK so they're not guaranteed and things do change but if they can't fulfil the reservation then surely they have to give the money back? Customer Services have responded twice now and said they won't refund the money paid even though we couldn't sit together as a family. Is this usual? I have asked to make a fomal complaint and not had a reply.

Westin

How far apart were your new seats?
Were the new seats similar to what you reserved originally?

Parisii

Originally we were together on the same row, afterwards we were split up 2 and 2 on different rows.

Westin

A example if on their A330-300 or A330-900 aircraft were economy is 2-4-2 across;

If the two and two new seating was some distant apart (say more than two/three rows) then I personally would expect a refund on the seat reservation fee.

If the two and two seats were just on adjacent rows then I can see Virgin’s point. If you originally had say  53 ACDE or 53 DEFG and were allocated instead 53 AC 54 AC then in fairness I think you had comparable seats and no refund due.

Voyager2002

Westin said:

A example if on their A330-300 or A330-900 aircraft were economy is 2-4-2 across;

If the two and two new seating was some distant apart (say more than two/three rows) then I personally would expect a refund on the seat reservation fee.

If the two and two seats were just on adjacent rows then I can see Virgin’s point. If you originally had say  53 ACDE or 53 DEFG and were allocated instead 53 AC 54 AC then in fairness I think you had comparable seats and no refund due.

I think you are missing the point...

The fee is to request a particular seat: they try to meet that request but if they cannot do so then they have still tried, and you paid for their work. The same as applying for a visa (no refund if the application is declined), or the fee paid to a travel agent if the flight is then cancelled.

eskbanker

https://help.virginatlantic.com/gb/en/policies/seating-terms-and-conditions.html states that refunds are available if they fail to offer "Comparable Alternatives":

8. In the event that we have to change your selected seat we will endeavour to seat you in a comparable alternative. A “Comparable Alternative” is defined as 1) seating you together with those travelling with you in the same booking, 2)  in your choice of preferred or standard seat and then 3)  in your choice of window seat, middle seat or aisle seat.  Seating together means adjacent, this could be across the aisle or behind each other.  Specific or similar seat numbers are not always considered a comparable alternative.

[...]

21. The ASA fee is non-refundable.   The only exceptions are:

a) When as a result of operational, safety, security or other circumstances we are unable to deliver the pre-assigned seat(s) or need to change seat assignments and we are unable to offer a Comparable Alternative (as detailed in section 8 above) a full refund will be given.