Virgin Australia

I found out my brother was in incentive care didn't look like he was going to make it, So my husband booked the next available flight out for me while I packed my bag, then we headed for the airport which was an hour away, on our way I rang virgin and explained I was running late and the lady said just tell the crew at the airport I had rung in and it should be ok. So when I got their I ran it and explained what I was told to the lady and she asked a man that was sitting just down from her and he just said no with no explanation he just didn't want to know. After my husband parked the car he came in I told him so he went up to pled with them and the guy said no she gave no reason ( no one asked for one). While I waited for my husband they made the first call to board. Because my husband was desperate to get me there he just paid for another ticket. I really think this company needs to teach there staff people skills. Because when I was told no I couldn't help but cry ans asked the guy why and he just put his head down and played on his phone.

I am extremely disappointed and frustrated with Virgin. I have flown with Virgin airlines before and was satisfied, hence I thought I would rather go with Virgin than book cheaper tickets that were available on other airlines. My frustration started when I purchased a gift voucher via Entertainment Values book, for $800. It took 4 days (including the weekend) to get my gift voucher, when I did there was error in the expiry date, i. E. the voucher was valid from Jan 2015 to Jan 2016! I rang the relevant phone number and was told the expiry date would be changed and I would get an email with the corrected date. When I got the new date - expiry in Jan 2017, I tried to book two tickets on the Virgin website, noting that the price in tickets had gone up. However, when it came to payment options, I chose 'gift card' but the expiry years on the drop down box only went till 2016. I was worried that I would loose my seats again so I put a $20 deposit to hold my reservation, which I was again not happy about because I would not have had to do this if every thing worked the way it should. I phoned virgin customer service for help. The person on the other side was helpful, and offered to settle my booking over phone, which I agreed to, however at the end he said it would cost $35 as a charge to book over phone, which they could waiver to compensate for my trouble! I did not need the person to do the booking for me as I could do it on line myself if the website actually worked properly. I went back to the website and tried to book it again, but when it came to payment options, this time gift card option did not appear! I rang the help line again... it took three hours- from 9 till 12 to sort this problem out, which eventually I did, but I kept loosing the ticket prices that I chose because of the delay! Needless to say I was fuming and frustrated.

I wrote a complaint letter to virgin and they replied with an offer to give me $10 per ticket in virgin points! I was not happy and told them to stick their $10.

To add to this, when I was trying to check-in online before my flight, I could not do so as an error came up saying we had fees pending! I had recepts showing that all money was psid, but just so that we would not miss our flight I had to pay the extra money. Eventually I sent copies of the receipts and bank details showing the money had been paid, but I kept getting replies repeating the same thing over and over. I finally gave up trying to prove that I had paid the money, because I was getting no where.