Dear travel treatment: My wife and I planned a visit to London and Paris with points that we had transferred from Chase Ultimate Rewards to Virgin Atlantic especially for our flights. The travel route included a flight from Washington, DC, to London, the Eurostar train from London to Paris and a return flight from Paris to Washington in Air France.
On the morning of our departure we received a skills knowledge. I immediately called Virgin Customer Service and spoke to a representative who put us on a British Airways flight on the identical day. I received an e -mail without Locator number, so I called back. The next representative said that British Airways's flight was not available and that the unique representative would call me inside 60 minutes to verify us on one other flight.
I never received a recall and once I continued to return over a period of 5 hours, no person called me back. I actually have screenshots of my calls with the time I spent on the phone.
Virgin offered us to book us on a flight two days later, but the prices for our hotels and the Eurostar were significantly higher and my wife could only go on vacation on our planned days. I would love to have a reimbursement of the worth of Jungfrau Atlantic Points, which was broadcast by Chase Ultimate Rewards. Can you help?
ANSWER: I'm sorry to listen to out of your destroyed vacation. Virgin Atlantic must have reimbursed her points immediately. Why not?
It looks like they’ve an argument with the airline after the initial cancellation. A representative of Virgin has rebooked them on one other flight, but didn’t send them a record locator in order that they may not make certain that it was a confirmed reservation. You then found an empty seat on one other flight, but Virgin Atlantic wouldn't book you on this flight. So you canceled your trip.
Even worse, Virgin Atlantic promised to call her back to repair the issue, but never.
Here is: it doesn't matter why your flight was canceled or what kind of other flight your airline has offered. When an airline breaks off your flight, you’ll receive your money or points back. Point.
A brief, polite egg mail to certainly one of the client service staff at Virgin Atlantic or Chase could have helped. I publish each on my website for consumer interest representation. Elliott.org.
Even a transient review of your travel route would have shown the issues to re -book them on a flight. But if this was not the case, Chase must have been in a position to claw her points back.
As I have a look at their correspondence with Virgin Atlantic, it appears that evidently the airline has tried to suppress it, take certainly one of the upcoming flights. This is comprehensible – it didn’t wish to issue a refund. But rules are rules and the airline couldn’t simply keep its points.
I contacted Virgin Atlantic in her name. A representative contacted them they usually have delivered additional evidence to the airline that things had gone sideways with their European vacation. Virgin Atlantic's representative admitted to creating “several failures in customer service”.
Virgin Atlantic has attributed her points and added a bunch for the inconvenience. It also reimbursed the non -reimbursable Eurostar tickets they lost.
Originally published:
image credit : www.mercurynews.com