Virgin Atlantic Customer Service Issues

Hello, I had a flight reservation from Geneva to Las Vegas with a return flight from San Francisco to Geneva via London Heathrow. The flight was scheduled for August 12, [redacted], and the return on August 27, [redacted]. There were four of us on this flight and the flight reference number is RIZVD5. Unfortunately, the flight was canceled, and e-Bookers, our travel agency, informed us that a refund was agreed upon due to the cancellation. It is now February 7, [redacted], and we have not received the refund yet. The amount to be refunded is [redacted].40 euros, which was paid by VISA, ending in [redacted] under the name Chantal Mounoury. The names of the travelers on the booking are Alain Mounoury, Chantal Mounoury, Vincent Mounoury, and Lali Gros. I am seeking information on when the refund will be processed as it was expected 8 to 12 weeks after September 14, [redacted]. Any assistance on this matter would be greatly appreciated. Best regards, Alain Mounoury

Hello! I'm hoping you're well. I'm hoping to put an "Award Hold" on a flight I found on the ANA Airlines website, operated by EVA Airlines, which is a partner of Virgin Atlantic. I'd like to confirm if it's a valid award flight through Virgin. If so, kindly hold the flight while I transfer AMEX Membership Rewards points to my Virgin Account (Membership #[redacted]). The flight details are: 1. LAX to TPE on ANA BR005 (Operated by EVA), departing May 1, [redacted], at 12:15 and arriving at 17:05+1day. 2. TPE to LAX on ANA BR006 (Operated by EVA), departing May 16, [redacted] at 10:05 and arriving at 07:10+1 day. Feel free to reach out to me at [redacted] or 1 [redacted] for any inquiries or further details. If these exact flights are unavailable but similar ANA-operated ones are, please suggest so we can hold them instead. Thank you very much! Have a wonderful day.

I made flight reservations on VIRGIN ATLANTIC for myself (Booking References 3ULIEU and 6T589A) and my mother (Booking Reference 6SLNLI) via EDREAMS.COM. Recently, I was informed via email from EDREAMS.COM that flights VS8 on February 1st, [redacted], and VS23 on February 15th, [redacted], have been canceled. Attempts to contact VIRGIN ATLANTIC directly have been unsuccessful as I have not been able to reach a live agent, and the automated system has not been helpful. The bookings are essential as I am in California and need to accompany my elderly mother to spend the holidays with family. I am reaching out to confirm the status of the flights mentioned to make necessary arrangements promptly. Any guidance on verifying the validity of my bookings for VS8 on February 1st and VS23 on February 15th, [redacted], would be greatly appreciated. Thank you.

Hello, I have been attempting to contact Virgin by phone since yesterday evening, but I just discovered that I can send an email instead. I am currently facing a pressing issue regarding my son's flight from Montego Bay, Jamaica to London Heathrow with a booking reference DLAMK2. Unfortunately, he was denied boarding by the local Virgin staff yesterday at 18:35 due to a payment discrepancy that could not be investigated promptly as the UK offices were closed. We made the payment for this booking on June 17, [redacted], via a bank transfer of £[redacted].10. We received Virgin's bank details from the UK-based individual who made the booking, and I verified the information multiple times. Virgin requested the payment through bank transfer because booking with a credit card required the card to be physically present in Jamaica as proof of payment before the flight. The Jamaican staff rescheduled my son for the Saturday evening flight using the same booking reference, but we need to settle the payment urgently. Therefore, I kindly request your assistance in locating the missing payment swiftly and applying it to the booking. Proof of our bank transfer can be provided upon request. We made the payment from our joint Santander bank account: Account No: [redacted] Sort Code: 09-01-29 Thank you for your assistance, Khareen

I had bookings with confirmation DKIPAH and DKNYJI for travel to the UK on July 7, [redacted], with a return on July 20, [redacted]. Unfortunately, both flights were canceled, along with the wedding I was going to attend in the UK. Due to unforeseen circumstances causing my wife to become handicapped and my own advancing age, we are unable to make the trip. Therefore, we request a permanent cancellation of our tickets and a refund. These tickets were purchased using frequent flyer miles, and we would like them credited back to our frequent flyer account. Additionally, we would like a refund of the taxes and fees totaling USD [redacted] and USD [redacted].88. We appreciate your assistance in this matter. Thank you.

I had booked a flight from South Africa to the USA with stops in London for April, departing on 7/16/21 and arriving in the USA on 7/17/21. The flights were with Delta and Virgin, booked through Virgin. I was only notified of one time change. However, upon my arrival at Johannesburg International on Friday 7/16/21, there was no flight, office, or any indication of cancellation. With the unrest in South Africa, I felt unsafe and stranded. I had to book another flight with a different airline directly to the USA for my safety. I am requesting a refund and compensation for the lack of communication and service. The ticket was invoiced by Virgin. Details: Delta Reference: GPXHFD Virgin Reference: EN5RA9

I am having trouble accessing the flight schedule and purchasing options from New York City to London on your website without entering my email or membership number. I input the required information but still could not proceed. I thought I might have entered the wrong membership number, so I requested an email confirmation and tried unsuccessfully to reset my password. I have been on hold for over an hour and urgently need to resolve this issue to book my desired ticket for my upcoming trip this month. I prefer Virgin Atlantic but without access to the necessary information, I might consider using a competitor with more accessible customer service. I am disappointed with the level of customer service I have experienced so far. I hope for a prompt and clear resolution to regain my confidence in your service. It is frustrating to have to input my mileage number before viewing schedules, considering it should be required only when purchasing a ticket with points. My Flying Club number is: [redacted]. Thank you.

Hello, I am seeking assistance regarding a booking I made for September [redacted] for a LHR-JFK return flight. The outbound flight was scheduled for 18/09/20 and the return on 21/09/20. The booking was made under my daughter's name, L.K. Staples. Due to COVID restrictions, we were unable to use this ticket. The booking has vanished from my account, and I have not received a refund of £[redacted].96 for this flight. My booking reference is CWWM8S, for a similar flight to Boston, which has been rescheduled until 30 April [redacted] or converted to a travel voucher. We are hoping to complete the journey next year if travel restrictions permit. I would appreciate guidance on how to obtain credit for my daughter's flight with the e-ticket number [redacted]. I have tried to reach customer service without success and cannot locate a contact form, hence my email to this address. I would be grateful for any assistance you can provide. Thank you, Anita S. Mobile: [redacted]

Our daughter, Eleanor B., and her husband, Matthew C., are traveling to Barbados from London Heathrow with Virgin Airlines on Saturday morning, August 21st, for their honeymoon. Following a previous unpleasant experience, they were hoping for a dream honeymoon this time. Unfortunately, upon arrival, they faced issues with their PCR test not being valid in Barbados, and Matthew had only received his second vaccination dose 11 days before the flight. They were instructed to isolate for five days in their hotel room, leaving them with only two days for their honeymoon, prompting them to decide to fly back home. Eleanor was feeling distressed and overwhelmed by the situation, yearning to return home to start over. This series of events has left them both feeling traumatized, despite rebooking with Virgin Airlines for their next attempt at a honeymoon. They are anxious about the upcoming trip. Their family is hoping for the possibility of an upgrade from Virgin Airlines to help them begin their honeymoon on a positive note. Maureen K. respectfully requests assistance in arranging this surprise upgrade for Eleanor and Matthew and hopes this email reaches the appropriate department. Thank you for your assistance in advance.

Dear Virgin Atlantic, My family and I, along with our group of 10 friends, were set to travel from Denmark to Heathrow and then onto San Francisco in the summer of [redacted]. Unfortunately, our flights were canceled due to COVID-19. We had made our booking through FlightFinder, but they claim they have not received a refund from you and are therefore unable to reimburse us. I am having difficulty trusting this and would appreciate it if you could verify whether you have indeed refunded the money to FlightFinder. It is crucial for us to have the necessary information, such as the date and confirmation of the refund, so we can pursue the correct reimbursement from FlightFinder. Our flight numbers were VS0042 and VS0019. If needed, I can be reached by phone at +45 2[redacted]. Alternatively, please provide me with a number where I can reach you directly. Thank you for your assistance. Warm regards, Karina H.B.M.

Hello, I am trying to reschedule my flight to Las Vegas with Virgin using a voucher I received after my original flight was canceled. With the USA allowing travelers from Britain to enter from November, I have rebooked for November 1st. I used the online voucher booking form recommended by Virgin's automated phone message but have not received confirmation yet. I am having difficulty reaching someone by phone at [redacted]7 for confirmation and have sent an email requesting confirmation. The automated response said they would reply within 7 days. Is there a faster way to contact Virgin? Regards, Linda

I want to ensure I have all the necessary documents for my return trip to the USA. I am currently in England and heading back to Jacksonville, Florida, where I reside, on 10/10/[redacted]. When I flew to England, I didn't have a Covid Vaccination Card, only a printed copy of my Vaccination Records from The Mayo Clinic in Jacksonville, Florida. To board the plane in England, I had to order Day 2 and Day 8 Covid tests and fill out a Passenger Locator Form, but I forgot to inquire about the return flight requirements. Based on information on Virgin's website, it seems I need a Covid test done 3 days prior to leaving the UK and an Attestation Form. Could someone confirm if this is accurate? I want to avoid any surprises at Heathrow Airport. Any assistance on this issue would be greatly appreciated. Thank you, Christina P.

Good afternoon, my name is Brian Victory, and I am a Business Development Officer at Guardsman SVG Ltd located in St. Vincent and the Grenadines. I am currently reaching out to potential clients as we offer a wide range of security services, including Armed Guards, Electrical Surveillance, Vehicle Tracking, Cash In Transit (C.I.T), Armed and Unarmed Guards, Uniformed, and Plain Clothes Security, as well as Canine Training and Handling. Our company is the top security provider in St. Vincent and the Grenadines, catering to over [redacted] customers locally and extending our services to St. Lucia, Barbados, and Jamaica. Thank you for taking the time to read this message. Sincerely, Brian Victory, Business Development Officer.

Yesterday evening, on Oct. 19, [redacted], I booked a return flight from London’s Heathrow to Lagos for myself only. The dates are from 10 January to 26 January [redacted]. After booking, I received two confirmation emails from Virgin Atlantic with two different booking references: GXTADF and GXMWQL, both under my name for the same flight. I promptly tried to contact Virgin Atlantic through phone and online chat, but was unable to reach them even after holding for over 70 minutes. I am puzzled by how this double booking occurred and would like Virgin Atlantic to cancel one of the bookings and refund me the amount of £[redacted].47. Your assistance in resolving this issue would be greatly appreciated.

I made a booking for a single return flight with Virgin Atlantic on Tuesday, 19/10/[redacted], in the evening, from London’s Heathrow to Lagos, Nigeria. The dates are set for 10 January to 26 January [redacted], for myself only. However, I received two booking confirmation emails from Virgin Atlantic with different references, GXTADF and GXMWQL, for the same flight. This seems to be an error that needs to be addressed. I have attempted to contact Virgin Atlantic through calls and online chat but have been unsuccessful in reaching them. Even submitting an online query did not garner a response within the promised timeframe of 72 hours. This situation has caused frustration and stress. I kindly request Virgin Atlantic to cancel one of the duplicate bookings and refund the £[redacted].47 charged to my credit card. Your assistance in resolving this matter would be greatly appreciated.

Bonjour, Ci-dessous mes demandes de remboursement à votre compagnie : - ELSA ARSMARINI - [redacted] - STEPHANE ARS - [redacted] - VIRGINIECATHERINE MARINIARS - [redacted] - CHLOE ARSMARINI - [redacted] En raison des conséquences de la pandémie de Covid-19, ce vol a été annulé et vous refusez de rembourser mes billets en argent. Je vous rappelle que la réglementation européenne (règlement CE n° [redacted]/[redacted]) impose aux compagnies aériennes de laisser le choix aux passagers quant aux modalités de remboursement. En ne me proposant pas un remboursement en numéraire, votre organisme viole les dispositions de cette réglementation. Je vous mets donc en demeure par la présente de procéder au remboursement de mon billet sous forme numéraire. Faute d’obtenir, dans un délai de 60 jours, une réponse favorable de votre part, je me verrai dans l’obligation de saisir la juridiction compétente afin de vous y contraindre et d’alerter par ailleurs les services de la DGAC en charge de veiller à l’application du règlement CE n° [redacted]/[redacted]. Je vous prie de croire, Madame, Monsieur, à l'expression de mes sentiments distingués.

Hello, I am Dhruv Tara, traveling from Miami to New Delhi via London. My connecting flight from London to Abu Dhabi to Delhi was missed due to a late arrival in London. Virgin ground staff rescheduled my flight to Delhi upon arrival at the airport. Despite confirmation at the counter that I would receive my luggage in Delhi, it did not arrive. I was told to fill out a form at Delhi airport, and my luggage was delivered to my home address several days later on the 24th night, missing several valuable items. I contacted Virgin customer care in Delhi airport, but have not received a follow-up call as promised. As a seaman returning home after a long time at sea, I had purchased gifts for my family which are now missing. Your assistance in locating and recovering these items is greatly appreciated. Sincerely, Dhruv Tara

On December 1st, you rebooked 8 tickets for us from London to Paris because we missed our SAS flight to Oslo due to a delay with Virgin Atlantic from Pakistan. You rescheduled us on flights AF1281 to Paris and then AF1274 to Oslo, ensuring our luggage would be sent to Oslo as well. However, upon landing in Oslo, our luggage was nowhere to be found. Could you please assist in locating our luggage? Best regards, Lubna Asghar.

Hello Virgin Atlantic, My name is Aakash Kulshrestha, and I recently flew with Virgin Atlantic Airlines. Unfortunately, upon my arrival in India, I discovered that my luggage was damaged, even though it was in good condition when I departed from Miami. This was quite disappointing given the positive things I had heard about Virgin Atlantic. Despite this issue with my luggage, I must commend your services and crew, especially on the flight from London to Mumbai. The situation became challenging for me as I had to travel to my hometown in Kota(Raj.) from Mumbai by train, making it difficult to manage my heavy, wheel-less luggage. I would appreciate it if you could advise me on the compensation process for this inconvenience. Flight Details: - Miami to London Heathrow - Passenger: Aakash Kulshrestha - Flight No.: DL [redacted], BH139 - Date: 14th November [redacted] - London Heathrow to Mumbai - Passenger: Aakash Kulshrestha - Flight No.: DL [redacted], BH139 - Date: 15th November [redacted] Thank you for your attention to this matter. Sincerely, Aakash Kulshrestha

My sister was denied boarding her flight from London Heathrow to Miami and then Detroit on November 20, [redacted], even though she had the proper COVID documentation as a US citizen. She is struggling to reach Virgin to resolve this issue and book a new flight. We've both been on hold for over an hour. My elderly mother, who is nearly 96 years old, hasn't seen my sister in 2 years, and this situation is very distressing. Can you please advise on how to connect my sister with a Virgin representative? We are frustrated by the lack of communication and assistance. Thank you.