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  • kissmequick
    • #2
    • 19th May 10, 10:23 PM
    • #2
    • 19th May 10, 10:23 PM
    I heard back from them yesterday, about 3 weeks after sending in claim by email. They have offered to pay back a maximum of $205 per night hotel for 2 of us sharing, this despite the fact that we were instructed by them that we would be paid back in full as long as the hotel was 3 stars or less (our hotel was 2.5 stars). Hotel accommodation in New York (where we were staying) is notoriously expensive, so after being delayed for an extra 10 days we are facing a significant shortfall, which I have emailed them back to say I am not satisfied with. The rest of their email response stated that Travelex would be in touch within 3 to 5 days to request my bank details and that payment would then be received directly into my account up to 7 days after this.
  • telly-addict
    • #3
    • 20th May 10, 7:44 AM
    • #3
    • 20th May 10, 7:44 AM
    Thanks for the info kissmequick. There's not many places you can (or would want to) stay in NY for at $205 - especially at short notice. Good luck with getting the extra back. I'm sure you're not alone.
  • kissmequick
    • #4
    • 20th May 10, 9:59 PM
    • #4
    • 20th May 10, 9:59 PM
    Cheers. Best of luck to you too.
  • kissmequick
    • #5
    • 21st May 10, 9:04 PM
    • #5
    • 21st May 10, 9:04 PM
    Thanks Cityboy, you are indeed a font of very helpful and important knowledge on this, infact I had already put this in my email response to them after seeing a previous quote from you on this. What would you advise I take as further action if they do not respond favourably to this (or do not respond at all)?
  • Tippytoes
    • #6
    • 21st May 10, 9:33 PM
    • #6
    • 21st May 10, 9:33 PM
    I anticipated this happening. That is why our group insisted that VA pay for our hotel and food up front. Has to be easier all round for them to pay up front? They didn't want to, but we kicked up and they eventually gave in. The thing is, the EU directive says nothing about claiming back - only that the airline is liable. That's what we quoted, so that's what we got.

    I do know of lots of people who have not received replies within VA's own 21 day deadline. They've been told there are 6000 plus claims to sort out. So what? There are plenty of unemployed people out there and I'm sure they could get some temporary staff in to help. VA will hold on to the bitter end, I'm sure.

    I don't hold VA responsible for the volcano - but I sure do consider the way they handled things at the time (and since) as appalling. I wish you all luck in getting your money back....
  • kissmequick
    • #7
    • 21st May 10, 9:53 PM
    • #7
    • 21st May 10, 9:53 PM
    Thanks Tippytoes. I wish I'd thought to do that, but as it was our first phonecall to VA was less than helpful, with them not offering us anything except a flight reschedule. It was only the next day when we phoned back after finding out about the EU legislation that they agreed to pay for accomodation and meals. The irony is, it is all paid for on my VA credit card, as I was already a loyal customer of theirs! I agree that obviously the volcano etc was out of their control, but they are not doing themselves any favours here from a customer services point of view. Well, I will fight on, as I'm sure they will.
  • Tippytoes
    • #8
    • 22nd May 10, 3:22 PM
    • #8
    • 22nd May 10, 3:22 PM
    We had a runaround getting through to VA on the phone when we realised we were likely to be stranded. We tried for over 3 hours nonstop. If a call was answered, we were immediately cut off. I eventually got through by pressing the button for "sales" - they answered that quick enough. Tip - if you can't get through on the option you want, ALWAYS press SALES. Doesn't matter who they are, the greedy s*ds will always answer if they think a call means new business!

    I really hope all you people get your refunds IN FULL. Don't forget that there is no cost limit on hotel accommodation - I believe VA stated that they would not reimburse for hotels over and above a 3* rating. Well, if a 3* hotel cost megabucks (and many did because hotels cashed in on the situation) VA have to pay up. Keep posting on here, folks. Let's not allow them to get away with shortchanging anyone.
  • agent orange
    • #9
    • 29th May 10, 11:37 AM
    • #9
    • 29th May 10, 11:37 AM
    I sent my claim, along with receipts into Virgin Atlantic (snail mail), over three weeks ago. I have not heard
    anything what so ever. Should I have heard something by now?
  • telly-addict
    3 weeks and nothing from VA
    I sent my claim, along with receipts into Virgin Atlantic (snail mail), over three weeks ago. I have not heard
    anything what so ever. Should I have heard something by now?
    Originally posted by agent orange
    Our email went in 3 weeks ago today and we haven't heard anything either. Did you send it recorded so you know they received it?
    • davelewis
    • By davelewis 30th May 10, 7:11 PM
    • 390 Posts
    • 381 Thanks
    davelewis
    Sent my e-mail on 28 April with receipts attached as a scanned document.

    No reply as of yet.
    • jackieblack
    • By jackieblack 30th May 10, 7:51 PM
    • 9,016 Posts
    • 14,884 Thanks
    jackieblack
    Our email went in 3 weeks ago today and we haven't heard anything either. Did you send it recorded so you know they received it?
    Originally posted by telly-addict
    I also sent our claim by email (with scanned receipts) 3 weeks ago - did you get the automated email response saying they would be in contact within 28 days?

    Thank you for your email.

    If your email is regarding reimbursement of hotel and meal expenses in
    respect of the disruptions caused by the recent closure of UK Airspace due
    to the Volcanic Ash event, one of our customer relations people will be in
    touch in the next 28 days.

    If your correspondence includes an application for a ticket refund we will
    pass this to our refunds team for processing.

    Virgin Atlantic

    Customer Relations
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  • agent orange
    Our email went in 3 weeks ago today and we haven't heard anything either. Did you send it recorded so you know they received it?
    Originally posted by telly-addict
    Yes I sent it recorded but like a prat, I can't find the post office receipt.
  • telly-addict
    I also sent our claim by email (with scanned receipts) 3 weeks ago - did you get the automated email response saying they would be in contact within 28 days?

    Thank you for your email.

    If your email is regarding reimbursement of hotel and meal expenses in
    respect of the disruptions caused by the recent closure of UK Airspace due
    to the Volcanic Ash event, one of our customer relations people will be in
    touch in the next 28 days.

    If your correspondence includes an application for a ticket refund we will
    pass this to our refunds team for processing.

    Virgin Atlantic

    Customer Relations
    Originally posted by jackieblack
    Yes, that's what we got too.

    Has anyone sent in a complaints letter to Virgin Holidays? We got a response last week that seems rather mass-produced and from Virgin Atlantic. It would have been helpful if VA and VH had worked as closely together when we were stuck in the US. We could have booked our own flights far sooner, rather than being told you must go through VH.
  • kissmequick
    I phoned customer relations last week as I am disputing their offer. Fairly useless, in terms of helping me, but she did tell me that they were not currently meeting their 28 day deadline due to the masses of claims that they had. I suggested that maybe if they'd have dealt correctly with claims like mine in the first place, they would reduce their workload, she didn't agree....
  • iamamoose
    Emailed claim with receipts 30th Apr, follow-up mail on 28th May, no response yet.

    I expected ours might take longer as we included in the claim the cost of train travel from Manchester (where they finally got us to) to Glasgow (where we originally booked to and they said they couldn't get us back to despite others in the same situation being booked at VA cost on other carriers MAN-GLA)
    • bdsimbec
    • By bdsimbec 7th Jun 10, 12:27 PM
    • 6 Posts
    • 9 Thanks
    bdsimbec
    VA claim
    Hi

    Was stranded in Vegas for an extra 6 days. Didn't move out of the Bellagio as Virgin rep told me that they would pay $150 per night for hotel charges. Bellagio was $159 for two nights, $129 for two nights and $229 for two nights for the six extra days that I stayed. Bearing in mind this was for three adults. Sent letter and receipts on 27 April. Sent follow-up email with receipts a couple of weeks later and another letter plus copies of previous letter and receipts last week and still have heard nothing. Will wait until next week and will then threaten legal action. Would that be through the small claims court?

    Virgin rep also told me that we could claim for three meals a day at a reasonable cost but when I looked on their website on my return it said two meals not three.

    Had to charge everything to my card as we had not budgeted for the extra days but have paid it off now with savings to save getting charges.
    • davelewis
    • By davelewis 7th Jun 10, 9:43 PM
    • 390 Posts
    • 381 Thanks
    davelewis
    Hi

    Was stranded in Vegas for an extra 6 days. Didn't move out of the Bellagio as Virgin rep told me that they would pay $150 per night for hotel charges. Bellagio was $159 for two nights, $129 for two nights and $229 for two nights for the six extra days that I stayed. Bearing in mind this was for three adults. Sent letter and receipts on 27 April. Sent follow-up email with receipts a couple of weeks later and another letter plus copies of previous letter and receipts last week and still have heard nothing. Will wait until next week and will then threaten legal action. Would that be through the small claims court?

    Virgin rep also told me that we could claim for three meals a day at a reasonable cost but when I looked on their website on my return it said two meals not three.

    Had to charge everything to my card as we had not budgeted for the extra days but have paid it off now with savings to save getting charges.
    Originally posted by bdsimbec
    Hello. We were 'trapped' in las vegas for an extra 7 nights. We were originally in the Imperial Palace hotel and Virgin then moved us to Circus Circus for the extra 7 nights - this was all paid by them. They told us about the 3 meals etc (and gave us a printed sheet detailing what we could claim for). It included one telephone call and use of internet each day.

    We were also give unlimited access to the Circus Circus buffet from day 3 (the virgin rep gave us wristbands each morning). We were lucky and are only claiming £150 in total expenses for the extra 7 days (this is food, and other expenses during first 2 days).

    I must say I envy you staying at the Bellagio and am suprised that Virgin let you stay on there. Someone else in circus circus with us said they were originally at Mandalay Bay and virgin said they had to move to Circus circus and would not pay for 'plush' hotels.

    I sent my claim via e-mail on 28 April 2010 with scanned receipts. No reply at all as of yet. Was going to give them till end of week and send a follow up e-mail.

    I do hope this all gets sorted soon - but as I say we were only £150 out of pocket in total for 7 extra days in Vegas (which we loved and did not want to come home!!!!!!)
    • chrisat21
    • By chrisat21 8th Jun 10, 9:44 AM
    • 8 Posts
    • 6 Thanks
    chrisat21
    I emailed our claim to Virgin for nearly £1000 on 30th April.

    Had the holding Email advising 28 days turnaround like others, but nothing more.

    Have been trying to call all yesterday & finally got hold of someone today who advised they are still well behind in dealing with claims, & we are looking at at least another 2 weeks before anyone even looks at our claim & we get an email.
  • telly-addict
    End of July
    DH telephoned Virgin this week to chase up the claim for £1800. Got a recorded message saying it may now be the end of July before it is settled. They "underestimated how long it would take to sort things out" - which is pretty much par for the course for VH/VA.
    So don't hold your breath.
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