Virgin Atlantic timescale

A question about : Virgin Atlantic timescale

I'd be interested to hear from anyone else who has sent in a claim to Virgin Atlantic:
1) have you had a response to your claim (we submitted via email)
2) if so, any idea given of turnaround time
3) anyone received any cash yet? What sort of line have they taken on a 'reasonable' hotel etc.

Thanks!
Working on the basis it has taken them a couple of weeks to respond to the 'request a letter' for the travel insurers, this could run and run...

Best answers:

• I heard back from them yesterday, about 3 weeks after sending in claim by email. They have offered to pay back a maximum of $205 per night hotel for 2 of us sharing, this despite the fact that we were instructed by them that we would be paid back in full as long as the hotel was 3 stars or less (our hotel was 2.5 stars). Hotel accommodation in New York (where we were staying) is notoriously expensive, so after being delayed for an extra 10 days we are facing a significant shortfall, which I have emailed them back to say I am not satisfied with. The rest of their email response stated that Travelex would be in touch within 3 to 5 days to request my bank details and that payment would then be received directly into my account up to 7 days after this.
• Thanks for the info kissmequick. There's not many places you can (or would want to) stay in NY for at $205 - especially at short notice. Good luck with getting the extra back. I'm sure you're not alone.
• Cheers. Best of luck to you too.
• Thanks Cityboy, you are indeed a font of very helpful and important knowledge on this, infact I had already put this in my email response to them after seeing a previous quote from you on this. What would you advise I take as further action if they do not respond favourably to this (or do not respond at all)?
• I anticipated this happening. That is why our group insisted that VA pay for our hotel and food up front. Has to be easier all round for them to pay up front? They didn't want to, but we kicked up and they eventually gave in. The thing is, the EU directive says nothing about claiming back - only that the airline is liable. That's what we quoted, so that's what we got.
  I do know of lots of people who have not received replies within VA's own 21 day deadline. They've been told there are 6000 plus claims to sort out. So what? There are plenty of unemployed people out there and I'm sure they could get some temporary staff in to help. VA will hold on to the bitter end, I'm sure.
  I don't hold VA responsible for the volcano - but I sure do consider the way they handled things at the time (and since) as appalling. I wish you all luck in getting your money back....
• Thanks Tippytoes. I wish I'd thought to do that, but as it was our first phonecall to VA was less than helpful, with them not offering us anything except a flight reschedule. It was only the next day when we phoned back after finding out about the EU legislation that they agreed to pay for accomodation and meals. The irony is, it is all paid for on my VA credit card, as I was already a loyal customer of theirs! I agree that obviously the volcano etc was out of their control, but they are not doing themselves any favours here from a customer services point of view. Well, I will fight on, as I'm sure they will.
• We had a runaround getting through to VA on the phone when we realised we were likely to be stranded. We tried for over 3 hours nonstop. If a call was answered, we were immediately cut off. I eventually got through by pressing the button for "sales" - they answered that quick enough. Tip - if you can't get through on the option you want, ALWAYS press SALES. Doesn't matter who they are, the greedy s*ds will always answer if they think a call means new business!
  I really hope all you people get your refunds IN FULL. Don't forget that there is no cost limit on hotel accommodation - I believe VA stated that they would not reimburse for hotels over and above a 3* rating. Well, if a 3* hotel cost megabucks (and many did because hotels cashed in on the situation) VA have to pay up. Keep posting on here, folks. Let's not allow them to get away with shortchanging anyone.
• I sent my claim, along with receipts into Virgin Atlantic (snail mail), over three weeks ago. I have not heard
  anything what so ever. Should I have heard something by now?
• Sent my e-mail on 28 April with receipts attached as a scanned document.
  No reply as of yet.
• I phoned customer relations last week as I am disputing their offer. Fairly useless, in terms of helping me, but she did tell me that they were not currently meeting their 28 day deadline due to the masses of claims that they had. I suggested that maybe if they'd have dealt correctly with claims like mine in the first place, they would reduce their workload, she didn't agree....
• Emailed claim with receipts 30th Apr, follow-up mail on 28th May, no response yet.
  I expected ours might take longer as we included in the claim the cost of train travel from Manchester (where they finally got us to) to Glasgow (where we originally booked to and they said they couldn't get us back to despite others in the same situation being booked at VA cost on other carriers MAN-GLA)
• Hi
  Was stranded in Vegas for an extra 6 days. Didn't move out of the Bellagio as Virgin rep told me that they would pay $150 per night for hotel charges. Bellagio was $159 for two nights, $129 for two nights and $229 for two nights for the six extra days that I stayed. Bearing in mind this was for three adults. Sent letter and receipts on 27 April. Sent follow-up email with receipts a couple of weeks later and another letter plus copies of previous letter and receipts last week and still have heard nothing. Will wait until next week and will then threaten legal action. Would that be through the small claims court?
  Virgin rep also told me that we could claim for three meals a day at a reasonable cost but when I looked on their website on my return it said two meals not three.
  Had to charge everything to my card as we had not budgeted for the extra days but have paid it off now with savings to save getting charges.
• I emailed our claim to Virgin for nearly Ј1000 on 30th April.
  Had the holding Email advising 28 days turnaround like others, but nothing more.
  Have been trying to call all yesterday & finally got hold of someone today who advised they are still well behind in dealing with claims, & we are looking at at least another 2 weeks before anyone even looks at our claim & we get an email.
• DH telephoned Virgin this week to chase up the claim for Ј1800. Got a recorded message saying it may now be the end of July before it is settled. They "underestimated how long it would take to sort things out" - which is pretty much par for the course for VH/VA.
  So don't hold your breath.