I hope you are well? Thanks for your patience with me over the weekend
There is an Ad-hoc cancellation on the 30th only – I noted one of the comments on the forum saying that the flight is full and you have been bumped off – that is totally un true and there is no Tobago Service operating full stop on the 30th!
I have spoken to Virgin and I can switch you over to the following :
VS51 02FEB GATWICK – TOBAGO 0900 1355
VS52 23FEB TOBAGA – GATWICK 1925 0750*
A refund of £79.20 would also be applied to the above.
Or alternatively the full refund still applies.
There are only a few seats showing – let me know at your earliest convenience.
Dear Sue and Paul
Thank you for your email dated the 20th December 2011. I apologise for my delay in responding to you.
I was concerned to learn that your reservation was affected by our adjusted schedule. We make every effort to ensure that our passengers are subject to the minimum of inconvenience, when a schedule change occurs. I would like to offer our sincere apologies for any disruptions caused.
However, if I may explain, different situations mean that we are sometimes in the position of having to alter our schedules. Our survival in the industry depends on flexibility, particularly in the current climate. It is important that we evaluate our operations from time to time to ensure that we structure our routes to enable us to function and remain a viable business.
In reviewing your reservation, I can see that you flight on the 30th January (VS0051), was cancelled due to operational reasons. I am sorry if this is some what vague, however I am unable to provide you with a more detailed explanation.
Whilst we are unable to compensate you for the change in schedule, you are of course entitled to cancel your reservation and apply for a full refund. If you do wish to apply for a refund, you would need to do so directly with your travel agent.
I realise that this will not be the response that you would have hoped for, and I am again sorry for any inconvenience caused. I can only hope that although disappointed, that this will not lessen your enjoyment of Virgin Atlantic, nor your time spent on board with us.
In closing, please allow me to again thank you for taking the time to write to us.
Customer Relations Executive
I would like to make a serious and formal complaint about the service I have received on the above flight. My partner has flown with you on many occasions with no problems. Imagine our disappointment with our flight on 30th January to Tobago being cancelled. We had booked this flight in June and to be told by our travel agent that we had to change last week was devastating. I work in higher education and had taken all summer to move my lectures, practical and research schedules around the dates of 30th Jan to 21st Feb. Therefore, I was coming back to the UK with full schedule for Thurs and Friday that week having moved everything and made lots of swaps with colleagues. Now I find that I either have to fly on 26th Jan or 2nd Feb to accommodate your schedule - hardly 'treating customers fairly'? My travel agent also informs me that I need to make my mind up quickly as these flights may be sold out.
I have a number of questions:
1. what is the situation with this flight?
2. why was it cancelled?
3. what form of compensation will you be offering to clients as a result of this?
4. why should I book with Virgin again if you can let us down so close to the departure date?
This was a special holiday which is starting to be very stressful - we are now having to renegotiate with accommodation, special excursions including pre-booked birthday and anniversary celebrations.
Your prompt reply would be appreciated.
Sue and Paul
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