V-Flyer

In May I booked a flight from LAX to LHR through the Virgin Website. When the tickets arrived (we had paper tickets because I was traveling with an infant), a higher fare than I was quoted was shown. My Credit Card Statement subsequently showed the higher fare had been charged.

Before I traveled I called VS and after referring the booking to fares I was assured that a refund would be processed. Upon my return there was still no refund and I contacted VS customer relations.

After writing to them by email I finally got a response that basically said that the fare quoted was wrong, the fare charged was correct and that they would not refund the difference. Apparently they hadn't charged enough taxes.

I responded explaining that I booked my tickets based on the fare quoted, was never contacted by them to advise of the error and that I was told I would be refunded the difference. I also pointed out that from the information in their letter I was undercharged on the 'YQ' tax, which I believe to be a fuel surcharge not a 'Tax'.

They have responded again and told me
" I would like to reiterate that there was an error in the fare quote given to you and that you were charged correctly. I would like to offer my deepest apologies for this instance. Whilst I can appreciate your reasons for asking, I am sorry I am unable to respond more positively in this case."

I have now contacted my credit card company (Citi Hilton HHonors Visa) who, as a result has cancelled my account and will be issuing a new card. I now have to get an affidavit signed to claim back the money from them.

Can Virgin do this? Do I have any claim on the notary fees I am going to have to pay?

Anyone have any similar experiences?

When you booked through the web site, you should have received an instant email confirmation, which would have included the fare quote. You would have received such a confirmation email, even though you needed paper tickets. So, what did the confirmation email say? What fare/total price was quoted in that? If it's the lower fare, I'd send that to Virgin again...

Originally posted by 747340

We all make mistakes thats why pencils have got rubbers!!

A writing instrument with protection?

Erasers in translation . And in the UK Trojan is a record label.

And isn't it true that in Australia durex is a brand of selotape? As in, I'll have a roll of durex please [:0][:0][:0]

Sorry, that's way OT, I hope you get a satisfactory conclusion from Virgin