Virgin Cancelled my flights...

i really hate VS now... They have been nothing but trouble. I was all set with a new itinerary. VS told me to send back the original paper tickets. I did. They received it on the 9th of Nov. (sent is USPS Express). Today (Nov. 17th) I get to know that they canceled 3 of my segments. My flights from JFK - LHR (VS 46) LHR - BOM (VS 350) on Premium Economy and my return flight from LHR - JFK (VS 25) all have been canceled. I'm now on the phone with Orbitz (since i bought the ticket from them) to sort it out again. Been with them for over an hour. I don't know why VS has done this. I hope I don't lose my Premium Economy because the original ticket was booked in BMI's Premium Economy and when VS re-accommodated me, they had indeed put me on Premium Economy. I don't want to lose this. What can I do to make sure I get all the flights I was originally booked on back?
Thank You

[preiffer]

My GUESS would be this is not all down to VS to be honest. The issue is likely to be with Orbitz.

Originally posted by preiffer
My GUESS would be this is not all down to VS to be honest. The issue is likely to be with Orbitz.

Well, I spoke to both Orbitz and VS. VS told me that their system somehow was seeing 2 reservations under my name. So they canceled both. The lady assured me that they will do the reservation again on monday since there was no one in the ticketing department. I told her, if not, I will speak to a supervisor and try to get compensated for this. This is practically the 3rd 4th time that VS/Orbitz has made changes to my schedule and boy it's not fun when you are on hold for 2 hrs each call...
VS' product better be good, because with the type of customer service I have received since september, I probably won't be flying them again unless I really fall in love with their product...

And I think the lesson here is to book direct. Then if any problems occur you only have to deal with one company

Paul

It sounds like you are having a nightmare, and I'd be frustrated too.

To give them credit, you said that the Virgin person was helpful and would try to fix this. However clearly something has gone wrong and remembering your history it's been a bit complicated. Never mind not dealing with one company only, whoever you are dealing with has let you down.

Hope Virgin resolve this for you.

Originally posted by slinky09
It sounds like you are having a nightmare, and I'd be frustrated too.

To give them credit, you said that the Virgin person was helpful and would try to fix this. However clearly something has gone wrong and remembering your history it's been a bit complicated. Never mind not dealing with one company only, whoever you are dealing with has let you down.

Hope Virgin resolve this for you.

I hope so too. Am I entitled to ask for a compensation from VS for doing this??? Obviously I will be losing my seat assignments (i know i could have lost them at the airport; however I still had the false hope of having those seats). Not to mention the amount of time I've spent talking to them. The lady said I could call in again on Monday, and speak to supervisor to see if she could put me in premium economy for 2 more segments. (i've paid for the LHR-India segments on Premium Economy). If I am entitled to ask for a compensation, how should I proceed?
I know it's a remote chance, but I think I should still ask. If not that, I will try to write to VS Customer Relations and ask for miles.

[mitchja]

I would say not for any compensation from VS.

Regardless of who is at fault, your original booking was made using Orbitz, therefore, your contract is with them. Orbitz are the agent and therefore also should be your first point of contact. It should be them sorting this mess out for you and not VS.

Orbitz incorrectly re-booked your flights with VS (ie booked them twice) so it's down to them to correct it.

What are Orbitz actually saying about this?

Regards

[preiffer]

As I wrote above - my opinion is that you're barking up the wrong tree. VS will do what they're told to do by THE AGENT in the case of a reaccommodation.

You need to take this up with Orbitz - not VS...


(Although, I agree, the call centre fiasco you describe leaves a lot to be desired regardless)

Well, Orbitz just puts me on hold and talks to VS. I'm on hold for an hr and they say that I have to send in my paper tickets. I already sent VS my paper tickets on Dec. 9. He puts me on hold for another hr and then I talk to the VS lady. The orbitz guy never came back on the phone. Don't really know what to say. I'll see if they call tomorrow, otherwise I'll ask Orbitz to get it straight once and for all, which means another 2 hrs on the phone with them, explaining everything to them again...

[Scrooge]

Well as stated above it has certainly been a frustrating couple of days for you, but from what you have said VS seems to be the company that wants to help sort out this mess, Orbitz is just of loading it to them, no reason to hate VS, hate Orbitz.

Just remember like always to make a note of the name of the person that is helping you just in case.

Well, after another 2 hrs of hold time on orbitz, I have my reservations again. They are showing up on Orbitz as well as VS System as well as on checkmytrip.com. The guy I worked with was really helpful and he said that by next tuesday or wednesday I should have received my new paper tickets from VS. I asked him again if it was set once and for all and I wouldn't have to call them again, and he said, yes. I wouldn't have to call back orbitz and he will work with them personally to get my paper tickets re-validated. I'm wondering if I don't get my paper tickets, will I be allowed to travel if I show up at the airport? Cause technically, I've already paid for my ticket and it is in VS' reservation system. Just curious that's all. If I don't get my ticket by next week wednesday, I will call VS and have them overnight the tickets to me. Otherwise I dont' know... This is indeed a huge mess that has been created due to BD cancelling their LHR-BOM route...

I refuse to use Orbitz, Expedia or any other online booking service. Too hard to reach a human when things go south. It's usually easier to deal direct with an airline. Some airlines offer a bonus to use them. Not sure if VS offers online booking bonus.
What ever happened here?