I have never been more disappointed in being a customer of Virgin and Virgin Atlantic.
Our flight to Miami has been changed twice with no warning. I discovered today our flight has been changed again to a different flight, different time and different seat configuration.
I have three children with Charcot Marie tooth disease, muscular dystrophy and two with autism. We were assured by special assistance (three times!) that we had seating together beside toilets due to incontinence and bladder urgency and motion sickness due to having previously been put at the rear of the plane. They also require a higher level of parental care.
It was sheer luck I checked today to find our flight had completely changed to an earlier one and we had been put all over the place in the plane, all separate.
This is the third time this has happened to us, last year and this year on different bookings.
We spoke to VA who initially said there was nothing they could do until I responded this was unacceptable and causing an enormous amount of stress.
They moved us to different seats on the outbound, not together anymore instead 3 in front and 2 behind.
While I appreciated the gesture, I shouldn't have to have gone through this stress and being told that 'Virgin wont do anything' about my complaint.
VA also informed us that she has experience of travelling with disabilities, but the attitude seemed to be we just had to accept it and deal with this level of service.
To sum up our experience since returning to Virgin last year so far, we had no kids meals on our outbound flight to Tampa last year despite them being booked meaning our 8 year old with muscular dystrophy had no food except for left over adult meals (of which she only ate the bread) we had a flight time change last year causing our seats to all be moved and us separated I had to phone up again and be moved.
Virgin Atlantic then lost our car seat on the return flight and I had to wait hours to be issued a new one after an overnight flight with no sleep.
This year I have had two flight changes with seat movements with no warning, I've had to change hotel and car parking and hire bookings twice and I have absolutely no confidence or faith in Virgin that it won't change again.
As a parent that works in the public sector with three disabled children it takes me a lot of work and overtime to save up for a holiday like this, and both years now Virgin have caused undue stress, upset and frustration.
I was a loyal Virgin Credit Card, Red, Atlantic and Holiday fan but after this experience I have lost all trust, confidence and faith in Virgin and I will revert to other carriers.
I do not want more virgin air mile or red points as compensation, I am brand fatigued and cannot trust that a future booking with virgin will not just cause more upset and stress.
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