I've been a member of Virgin Atlantic's frequent flyer programme Flying Club for over 10 years. This recent experience causes me to question my loyalty to the Virgin brand.
Virgin Atlantic Flying Club points or miles can be accumulated by choosing to fly with Virgin Atlantic. The points can then be redeemed against flights (less taxes) or combined with money for a reduced price fare, a scheme Virgin call 'Miles plus Money'
Having recently used points equivalent to a return London to New York flight to buy five Miles plus Money tickets to LA next summer, I was surprised to discover that if I'd simply booked the five flights without Flying Club miles the fares would have been lower. Puzzled, I wrote to Virgin Atlantic, this is a copy of the correspondence:
To Virgin Atlantic 15th October
I've discovered that miles plus money fares are higher than cash fares. I've recently booked 5 flights using miles when I'd have been better off booking cash fares. Can you refund the miles I've now spent unnecessarily?
No reply recieved
To Virgin Atlantic 26th October
I've had no response to this question. Please reply
From Virgin Atlantic 29th October
Dear Mr Xxxxx
Thank you for your email and apologies for our delayed response. I was concerned to read of the circumstances that have led you to contact us and of your current dissatisfaction with Virgin Atlantic and I would like to offer our sincere apologies for the upset caused. Please be assured we value your loyalty and it is not our intention to mislead our passengers in any way.
Whilst it is true that by booking early you will get the lowest fare at that time, this also guarantees you're able to travel on the flights and dates of your choice. At the time you made your reservation via our website, Miles plus Money Reward and revenue seats were both available for you to investigate and decide on the best deal.
Upon choosing to use your miles for a Miles plus Money Reward and completing your transaction, you have entered into a legal agreement to adhere to the terms and conditions which stipulate miles cannot be refunded.
In the same way that we cannot refund your miles, we wouldn't ask you to pay for any increase to a fare after you've booked. Therefore it is with regret we're unable to grant your request on this occasion, to refund the miles spent for your booking.
We understand this may be of a disappointment to you, and hope this won't lessen the enjoyment of your forthcoming flight with Virgin Atlantic. We look forward to welcoming you and your family on board.
Kind regards
Mxxxxx Sxxxx Customer Relations Executive
Unfortunately I do feel I've been 'misled' and this experience will certainly 'lessen the enjoyment' of my forthcoming flight.
