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Hello I have been flying from London to Washington on 13/03/13 and returning on 18/03/13 with Virgin Atlantic flying Upper Class. The total ticket price was around £4,800. On my return flight from Washington to London I went to the check in desk and the lady on check in said that upper class is overbooked and if I would downgrade to Premium economy I would get 75% of my total purchase price + 40,000 air miles. I spoke to several people from Virgin and asked for the manager to attend to make sure this is all correct. The manager attended and told me that she is the highest ranking person here and that this is ok. Before I boarded she met me at the gate and gave me something to sign (see attached). I signed the attached document which states that I get 75% back + 40k air miles. As you can see i asked her to cross out some wording next to the 75% and replace with full ticket price. I spoke to Virgin today and they apologized and said that this is not their policy and it seems the person made a mistake. They are ok with the air miles but not with the 75% refund. They are currently reviewing the situation and promised to come back to me within the next few days. My question is, if they come back and say sorry and tell me that I won’t get the 75% back, what do I need to tell them. After all, I have it in writing and it’s not my problem if they made a mistake. Also, it is not like an item I can send back in the post, I gave up my upper flight class based on the basis of getting 75% + my air miles back – as stated in the coupon. I even filled in a slip which asked what payment option I want i.e. cheque, bank transfer or refund to credit card Many thanks Christian ,
Hi, they came back to me and offered 75% refund on my return flight but the person + the slip shows 75% on the entire ticket price. I am awaiting their response but isn't that slip a legal binding agreement. Therefore, they have to honour it? If they refuse, what are my options? Go to the OFT?
Please see attached full email conversation. Is there anything else you would recommend I should say?