We booked flights from LHR - Barbados initially departing 6th Nov. Due to my mother being re admitted to hospital, following surgery for cancer , the hospital suggested moving outbound flight to ensure proper care could be arranged for her discharge. I initially looked online and it gave the option to change just one of my flights . I was not in a good place mentally and felt I really needed help so decided to call & speak with advisor from the airline. I explained my situation and that I only needed to change the outbound flight . After a short time checking with a colleague the advisor came back on the line . She said this was possible but both flights would need to be cancelled?? I desperately needed the outbound changed so said ok go ahead . She then said yes we could go ahead but the seats we had in Economy were no longer available so the extra charge was £3289 ( seats now in premium, not economy as previously booked ) I was in a difficult situation, so paid the extra. I feel Virgin took advantage, financially, of awful circumstances. Had I have made this change online it clearly stated which flight do you wish to change ? For example I could of decided to fly to St Lucia for a few days , got an internal flight back to Barbados, then continued on with inbound flight ??? But when I called up they cancelled both inbound & outbound- meaning my inbound seats then were no longer available & I was forced into the next seating band at an additional £3k ?To add insult to injury the inbound premium seats ( 18A & C) were in line with kitchen galley area ( it was a night flight ) & the cabin crew laughed & chatted loudly in that area throughout the flight , meaning we got no sleep at all . The seats in no way offered the premium experience you would expect, especially for £3k +I have obviously complained to Virgin Atlantic and was today called by the exec team . I was offered 8000 points ( which equates to £143 .00 ) - I was told this is how it works they cancel both flights , if this is the case why does it give you the option online to select just one flight to change , it doesn’t make sense .I have not accepted this offer as quite frankly it’s just an insult. I was told as I was talking to the EXECUTIVE TEAM I cannot complain any higher and that was the only compensation they would offer .I feel from the initial way my change of flight was dealt with, to seats allocated and today’s resolution, that Virgin Atlantic actually don’t really care about their customers ( we have flown with them now 4 times to Barbados & once to Las Vegas ) , in recent times.
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