Help - Im been driven mad by call centre staff

Can any one help me?

We booked 2 tkts to Sydney on the freddie deal back in Sept 05. Unfortunatly my wife's mother has been diagnosed with cancer since then. Our flights were for next week, after 6 e-mails and about 12 calls Im still non the wiser how Virgin can help?
Firstly I was told that if we wanted to re-book we could do so for a £50 charge anytime up intill sept. Im now been told that they will glady do this providing I also now pay the difference to a normal price! thus cancelling out the great offer in the first place. This has happened through no fault of our own however the call centre staff dont seem to understand our personal situation. Incidently I have typed this whilest been on hold ( 26 mins and counting) CAN ANYONE HELP US, PLEASE![:(!]

[HighFlyer]

Hello

Firstly, what dreadful news for you and your family [:(]

Technically, if you do not have a changeable fare then VS do not have to do anything to help you. I appreciate the terrible nature of your situation and that it is not your fault - but its not VS' either [:(] However, in the past there have been situations where providing medical proof of the inability to travel has resulted in a full or partial refund, its entirely at management discretion. What they have done is merely obide by the fare rules of your ticket and offered you a change with the appropriate fee.

You might want to take a look at this thread, which is a very similar situation to yours and covers possible solutions (such as claiming for the flights on your travel insurance). I would ask to speak to a senior Customer Services agent at VS and explain the situation to them, asking if there is anything at all they can do for such extenuating circumstances.

I wish your family all the best

Thanks,
Sarah

Surely you can claim on your travel insurance under Cancellation and Curtailment?