DEAR TRAVEL TROUBLESHOOTER: My wife and I planned a trip to London and Paris using points that we had transferred from Chase Ultimate Rewards to Virgin Atlantic specifically for our flights. The itinerary included a flight from Washington, D.C.
, to London, the Eurostar train from London to Paris, and a return flight from Paris to Washington on Air France.Christopher Elliott, the Travel Troubleshooter The morning of our departure we received a flight cancellation notice. I immediately called Virgin customer service and spoke to a representative who put us on a British Airways flight the same day.
I received an email with no locator number, so I called back. The next representative said that the British Airways flight was not available and that the original representative would call me within 60 minutes to confirm us on another flight.I never received a return phone call and when I continually called back over a five-hour period nobody called me back as promised.
I have screenshots of my phone calls with the time I spent on the phone.Virgin offered to rebook us on a flight two days later, but the cost of our hotels and the Eurostar were significantly higher and my wife only was able to take her vacation on our planned days. I’d like a refund of the value of Virgin Atlantic points that were transferred from Chase Ultimate Rewards.
Can you help?— Peter Ross, Washington, D.C.ANSWER: I’m sorry to hear about your ruined vacation.
Virgin Atlantic should have refunded your point.
