Virgin Flightstore and MBNA

Hi,

I've just purchased 12 X class tickets to Vegas for my stag next year, with my Virgin black MBNA.
I couldn't purchase the whole 12 on-line so I went through the 0870 number of the website to do it.

This puts you through to the Virgin flightstore in Norfolk.
MBNA are saying as I didn't spend the money direct with Virgin Atlantic I only get 2 points per £1 spent instead of 4.
I believe I did purchase direct through Virgin, as I was directed to do so by the website.

Anyone else experienced any problems like this before? Any advice

[Nottingham Nick]

Personally, I think that it is outrageous. [n]

When you say the 0870 number of the website... which website?

Surely if you ring the Flying Club number, you speak to the Flying Club?

Welcome to V-Flyer BTW. [:I][:I]

Nick

[Neil]

Firstly welcome to V-Flyer:)

As Nick said, it doesn't sound very good, but it is importnat to know which number you called and where you got it from. As a Red FF member, I just call the Red team to book any flights etc and AFAIK this is direct with Virgin, my concern is that you have rung a number that from a third party website in which case you might not of booked direct with VS.

Neil:)

Hi Yellow Snow, let me add a welcome as well [y]

Are you sure you were on the http://www.virginatlantic.co.uk web site in the first place? I've checked the published numbers there and they're definitely VA's own numbers.

If however you were initially on Virgin Flightstore's web site they ask you to phone a number, as per >>

We are currently working on the Virgin Flightstore website to offer you a new and improved service. In the meantime, Virgin Flightstore are still able to offer you great deals on the flights to worldwide destinations. For the latest special fares simply: CALL NOW TO BOOK on 08701 43 43 53.

Just to be sure I dialled both numbers. The really odd thing is that the recorded greeting is virtually identical - voice and all! All they do is replace the words Virgin Atlantic with Virgin Flightstore. Even the "respect privacy" option is there on Flightstore, just like VA. I didn't bother to get put through to anyone but something tells me had I done this I'd have ended up being put through to the same team, regardless of which number I dialled at the outset [:?]

Also, don't forget that purchases made direct with VA & VH earn a huge 6 miles per £ thru' until July 07.

All very odd, I'd be interested to get clarification on which site you were on initially, ie. the one that directed you to Flightstore?

Cheers,

James

[HighFlyer]

I'm guesing that its Virgin Flightstore. If so, technically not Virgin Atlantic (though a subsidary, though who isnt nowadays) so not elligible for x4/x6 spend.

I know i would be peeved if it were me though. Seems a little off really ...

Thanks,
Sarah

Hi all,
thanks for the warm welcome[y]

As i was booking for more than 8 adults, I searched group bookings on the Virgin Atlantic website and was directed tothis page on the VS website.
I called the 08701 43 30 30 number listed and it was answered by Virgin flightstore, no mention that they might be a seperate compnay!
In hindsight I wish I had've called the FF number, but I thought this would be fine as it came direct from Virgin!
They got me a good price though, £366 return to Vegas![^]

Incidentally, Vegascrazy,

Also, don't forget that purchases made direct with VA & VH earn a huge 6 miles per £ thru' until July 07

where did you see this as it's a new one on me and looks pretty good.

Thanks again for your comments.








Edit by mod to shorten link...... Nick

As that number is listed directly on the virgin atlantic website as a group booking number I would think you have a pretty strong case. the website does not seem to mention that this is considered a third party...

Not sure who it is best to take it up with though!

[HighFlyer]

Originally posted by Yellow Snow


Incidentally, Vegascrazy,

Also, don't forget that purchases made direct with VA & VH earn a huge 6 miles per £ thru' until July 07

where did you see this as it's a new one on me and looks pretty good.

If you converted from the VS Mastercard to the VS AmEx, you get 6 miles for £1 spent with VS or VH. 4 miles per £1 for everything else. This is only till July 07 though. See this thread for further details.

Thanks,
Sarah

Originally posted by Yellow Snow

I searched group bookings on the Virgin Atlantic website and was directed to
http://www.virgin-atlantic.com/en/gb/bookflightsandmore/grouptravelinformation/index.jsp
I called the 08701 43 30 30 number listed and it was answered by Virgin flightstore, no mention that they might be a seperate compnay!

I think you have an extremely strong case, the overriding reason being that on Virgin Atlantic's own site they publish Virgin Flightstore's number for group bookings but don't say it is Virgin Flightstore. As far as you and any customer is concerned you're dealing with Virgin Atlantic.

Re the 6 miles per £ until July 07, as Sarah mentions, this is offered to anyone upgrading existing their MBNA Virgin Mastercard to MBNA Virgin Amex Black. If you upgraded in this way (and win your case ) you'll earn a lovely 26,000 miles for your twelve tickets to LAS:D

Cheers,

James

Sorry for the pun Yellow snow, but I think they are taking the P. If I rang the group VS booking number from the VS website and then they said 'so sorry but we are not VS' I would hit the roof. However in this case, I suspect (but don't know) that it is a case of MBNA's general uselessness. It sounds like they don't know that flightstore is part of VS and that the VS site directs you to them. They are simply in the wrong. I suggest you get onto MBNA in writing, copy to VS customer service and demand no less than your full entitlement to miles.

It appears with problems on MBNA miles there is a particular number you can ring - it's the members' shop or something. I know Highfly has mentioned it before and said they are more helpful than the standard MBNA customer dis-service numbers. Can anyone help yellow out with this info?

What does the MBNA offer say specifically about making a group booking?

All groups bookings (above 9 Economy seats I think) are subject to slightly different Terms & Conditions.
Of IATA airlines in the UK I think only BA will take group bookings direct, all others (ISTBC) need passengers to go through a registered IATA agent... which is why in this case you were directed to Virgin Flight Store.
The fares are different from normal fares, not subject to the same revenue management conditions and, I think, bookable in a different class. They are quite often therefore not applicable to special offers or promotions which are available when booking other types of fares.

This may be one explanation... but I would take it up with Virgin Atlantic Customer relations to find out why you weren't advised you were booking with someone else... having been directed by the website.

[Nottingham Nick]

Originally posted by V-Ben
What does the MBNA offer say specifically about making a group booking?

I don't think that it matters about group bookings. The T&C of the card say that the bonus points are awarded for every £1 spent direct with Virgin Atlantic or Virgin Holidays.

The OP clearly believed he was dealing directly with Virgin Atlantic, having rung a number given to him by Virgin Atlantic. Therefore, IMHO, he should get the bonus points.

Nick

[Neil]

Nick - the problem could be that VS don't sell group bookings, therefore you cannot buy a group booking from them so you can't get the extra miles, its kinda like me wanting to buy some milk from the VS site because I would get extra miles, if VS don't sell it then I can't buy it from them. OK I know my example is a bit extreme but the card gives you extra miles for things bought from VS, its not MBNA's fault that VS don't sell group bookings and the booking was made with an agent and not direct with VS.

Obviously the VS site is misleading but V-Ben's points could be quite critical in the challenge to get the point awarded.

I am very much with Nick on this one. The OP didn't know, and had no reason to know about group booking rules and IATA and all that. Also the site is misleading. It says "ring this number" and the phone is answered by a VS company. It doesn't say "We don't do group bookings but these people do". In your example Neil, it is like it says on the VS web site "Buy your milk by ringing our milk department on 0870XXXXXX". To me that would say VS sell milk, and I would want my miles.

[Bazz]

If you are going to try to take this further, print the page before someone changes the wording!

Guys and Gals,

thanks for all your replies.

I'm awaiting someone more senior from MBNA to get back to me with their answer, before I complain to Virgin.

Thanks for your help and the interesting debate.[^]

Chris

[Nottingham Nick]

Chris.

Nice to see you have joined V-Flyer as a paid member. [y][y]

Please keep us informed.

It would be nice to know just who is responsible for sorting out disputes like this. We used to go to the 'members shop', but they seem to have washed their hands of the Amex cards. As a result there seems to be a lot of buck passing between MBNA and Virgin Atlantic. [V][?]

Nick

'Members shop' - that was what I was trying to think of Nick. I didn't realise, having sent my card back to the MBNA CEO, that it was not longer helpful. Bit of a shame I guess, given all the issues with MBNA.

A quick update,
MBNA have shown there effeciency by finally getting back to me and not even answering the original question????
So, still waiting for a decision.

Originally posted by Yellow Snow
A quick update,
MBNA have shown there effeciency by finally getting back to me and not even answering the original question????
So, still waiting for a decision.

Hope you eventually get this resolved -MBNA have eventually sorted my problems but rarely deliver what they promise verbally.Let us know the eventual outcome though?
Julie

Originally posted by Yellow Snow
I'm awaiting someone more senior from MBNA to get back to me with their answer, before I complain to Virgin.

Don't wait! MBNA will never get back to you; they have no real incentive to do so, since AMEX is now the VS card. The longer it takes to get help, the harder it will be. Your statement that you didn't have your original question answered in their reply is your clue that they're hoping you'll give up and go away.

DON'T! Bug MBNA until they listen. Call AND write, email and post! The screeching wheel gets the points. Make sure to log the dates/times/name of operator you call their free phone; they keep records of that, and those call logs will certainly help you if you get the dreaded 'we have no record of your complaint' BS. Keep a copy of all written correspondence too; if nothing else, forwarding on detailed records to MBNA will help your case, for you can prove you have been diligent. But don't stop there.

Let VS know there's a problem, and get them to work for you as well. Of course, I hate to say it, but you will probably wait on them too, since you are not alone in having a problem with MBNA/VS...[:w]

Oops! Cut instead of finished, [:I]

MBNA in the US is so useless I would NEVER get one of their cards.

Here's what I wanted to say: They have no real incentive to do so, since AMEX is now paired with the VS card they're having to put out a whole new level of customer service, and they don't know how! MBNA is so swamped with complaints from angry VS customers that if they can make you go away, they will. I don't think they had any idea how furious AMEX cardholders can get if they don't get service!
So they're hoping you'll just forget all about it. Please don't!

(need more caffeine) Mea culpa!

And you might give AMEX a call, just to mention how unhappy you are with MBNA's handling of the account; who knows, it might shake something loose.

Hi Yellow,

The voice at the begining is the same as VS Flightstore is owned by VAA.

VAA deal with groups for agents who have an IATA or ATOL however direct pax and non IATA / ATOL agts deal with VS Flightstore - this is due to CAA and protection rules. Therefore this is why you were transferred to VS Flightstore.

If you have any Q's pls let me know.

Brgds
VS932

Hi VS932,
thanks for that. Do you think I have a valid arguement then with Virgin and MBNA?
I still don't have a positive outcome yet!

At last a positive outcome.

See the post on the general discussion page here

Cheers

YS[y]