Poor Virgin Customer Service

Is it me or is the Virgin Customer Service getting worse?

I booked a trip with VH on a PE basis from LGW to MCO (18/1/16) I have been trying in vain to speak to them about an upgrade to UC, there is one seat free (6A) and keep getting told that they can't give prices (assuming they have ran out of allocation) the customer service advisor then tells me to call VA who can sort this; well.........

VA then tell me they can't legally take over the booking until 24 hours before the flight!!!!!!!!! they suggest that i call VH as VH do have the allocation to sell the seat. So here i go again and speak to VH and get told VA are wrong there are no seats left in UC

Then go back to VA and they advise there is the one seat left and to call VH, by now I am getting a little fed up of making calls and speaking to people who have no idea what the left hand or the right hand is doing.

So here you have it a customer who wants to upgrade and pay good ££££ for an UC seat, you have a spare seat that they need to sell and both sides of the coin is turning away good business.

Needless to say my flights in June, Sept & Dec to the USA will all now be with BA from now on as this is not really the best way to be treated.

I won't and don't want to deal with this at the airport, so will just check-in and head straight to the Clubhouse.

Thanks
CC

It seems you should take your angst out on VH, of course its a Virgin group company still but they're the ones acting as your booking agent and they were wrong to suggest you call VS itself. The same would apply if you booked through any TA. For what it's worth, EF shows availability on the VS27 next Monday as follows: J1 C1 D1 I0 Z0 W0 S0 H0 K0 Y9 B9 R9 L9 U9 M9 E9 Q9 X9 V9 N0 O0 and if VH can sell you that one seat in UC it will be expensive!

[mitchja]

As has already been mentioned, because you have booked with V Hols, there is nothing VS can do as this point. Only V Hols can deal with this and request the upgrade seat from VS (if their existing inventory has already been sold).

This situation would be exactly the same regardless of the airline when you book via a travel agent. The travel agent is the only point of contact until check-in opens.

Yes, if you book through a travel agent your contract is with them and they "own" the booking until check-in opens. Only VH can sell you an upgrade at this stage, if they're so minded. The same would apply if, say, you booked a BA ticket with Expedia.

It would seem as though someone has done a good job.

I received an email today on my booking email address that i used for VH, Gina emailed me direct VH referencing this post.

She did mention the reason why they have not been able to and it makes sense, but the amount of time and effort i have put in is disappointing (why the agents could not have told me on my first call to VH)

Thanks
CC