Inconsistent

Hi All

Just to let you know I received a totally different letter from Virgin (shocking that they are inconsistent!!!) Mine was a standard letter confirming I am entitled to a free round trip as long as I send in my receipts and travel within the next 18 months. What annoys me about this is they are obviously trying to get more business as I will have to take someone with me who will have to buy a ticket which means more profit for Virgin!!!!!!! They are obviously trying to profit from our unfortunate situation. The other 2 people I travelled with have still had nothing even though we all emailed and posted our letters on the same day!! Surely Virgin can do so much better than this

I also received a random email from their customer service team asking for the home addresses of the people I was travelling with, why is it up to me to provide them with this?????

Hello is anybody out there?

Weirdly, I had a letter this morning ... again nothing about what they'll be doing about it, just a holding message saying they'll be in touch within 21 days. TWENTYONE DAYS! That's completely ridiculous don't you think? Why am I surprised. This is typical of Virgin's lackadaisical approach to customers. In case you're wondering who Steve and Anna are - they're they CEO and Head of Communications for Virgin Atlantic. Let me know if you'd like their details - if you all email them maybe they'll take more notice. Maybe.
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Dear Miss Morgan

Thank you for taking the time to write to us with your feedback. Steve Ridgway and Anna Knowles have also taken note of your concerns and have asked us to reply on their behalf.

I have passed your comments over to our team of customer relations executives and they'll get back to you in the next 21 days.

Thank you for your patience while waiting for our reply.

Yours sincerely

Nikko Rocha (Miss)
Customer Relations

has anyone heard from Virgin, got compensation??

It is now a LONG time since the experience and I still have had no letter, no offer of compensation from Virgin...

As you will have seen from an earlier posting I did get an email on 23 Feb that my complaint had/ was being sent to Richard B's office..... and nothing..

I am still sticking to my guns and have made NO bookings on Virgin despite having flown with them long haul on average twice a month. I am using BA. It is costing more as my company has better route deals with Virgin but until I get a reply I will stick to BA.... I don't think Virgin cares anyway but it makes me feel better....!

On Behalf of Frances Burgess

I emailed Virgin customer services and I put a letter of complaint in the post (with a full report of the events, a copy of my eticket and copies of 3 letters whihc I picked up from Virgin reps). I did both of these things on Tuesday, and now it is Saturday. I have not received any communication from Virgin, not even an acknowledgement of receipt of my email. I am very intrigued to read the response which one person has got from them - why are they not doing this for all of us? In that response, they say that they cannot give a cash refund, but I clearly remember Susan Ratigan telling us that we would get a full refund. It would be very good to hear from the person who was videoing her when she was speaking.

Posted on behalf of Michelle Payne

I would like to re-iterate everything that my friends Emma have Claire have written. The American ground crew working for Virgin are an embarrassment to the company and totally incompetent. We were made to feel like a huge inconvenience and were treated with total disrespect. It seemed like the excuses just kept rolling off their tongues in place of genuine support and concern. I would like to express my profound disappointment with a company I had always thought highly of.

Jet Blue apology letter

Having seen Virgin's frankly laughable attempt to address a fellow passenger's concerns about the way we were treated, I think we should all send Virgin a copy of Jet Blue's apology letter, with a suggestion they might learn a thing or two about customer service.
I've always been rather sceptical of Branson's chummy blokiness, he is a master of the PR stunt after all but have been prepared to give him the benefit of the doubt ( until now ). Seems like he has rather more in common with his balloon antics after all - just a lot of hot air.

By the way, anyone read Airline Babylon ?

Tyketto

Wow!

I am amazed with all these posts - thank you to everyone who is getting in on the act. I think it's a fantastic idea about Watch Dog, so I am going to drop an email to some consumer affairs and news journalists today. Fingers crossed they think it's worth some attention.