Virgin Atlantic
Unsatisfactory Response from Customer Relations Dept

I recently flew with my 85 yr old mother who, although isn't registered disabled suffers with arthritis and has great difficulty with the seat pitch – I called Special Assistance Department prior to my flight and they said they would make a recommendation for us to have bulkhead seats – they stated that it always wasn’t an available option but as they had made a note on our reservation and told us to book in early, they couldn’t see an issue. When booking into Manchester desk (4 hours before the flight!) the ground crew said there wasn’t such a thing as recommending bulk head seats – and there wasn’t any available anyway – they then persuaded us to part with £60.00 for “extra leg room seats” which were right at the back of the aircraft next to the toilets which were obviously used constantly throughout the 8 hour flight!!

When I sent this as a complaint - about 1 month later I received a letter stating that I should have spoken to the "Special Assistance Department" a fact they sadly did not read as in my letter prior I had stated just that?? - I sent another letter to them in answer to theirs and to date... as well as 2 more emails have not heard anything from them.

I see Richard has bought another island though!!!

Anyway I am off to contact The UK's Consumer Watchdog for the Aviation Industry - Air Transport Users Council to see what they can do!!!

Company: Virgin Atlantic
Country: United Kingdom
Region: United Kingdom

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