Written on: 27/03/2012
Trying to book an upgrade, spoke to nice woman on phone who gave me details, and put a booking in place subject to payment/miles clearing. Go to pay next day - price has shot up £600 overnight.
Virgin advertise upgrade mileages (eg. 25k from premium to upper for North America return) HOWEVER - the fares you see through their normal booking system ARE NOT upgradeable - they stick an extra £600 on to the ticket price under the guise of it being a different booking class. This is buried deep in terms and conditions so far the person I originally spoke to wasn't even aware.
I complained. They promised to reply and never did. Called again, stonewalled and basically told 'tough s**t'.
I transferred in 15k airmiles from a credit card to make a booking and then the price changed. These would cost £225 to buy. Can't transfer back. No refund. No use to me.
Virgin lie. Virgin deliberately mislead customers with deceptive pricing and upgrade promises. Virgin have terrible customer service when challenged.