Hello to all. This is my first post and I'm already seeking help !

My wife and I recently returned from Boston. Before arriving at Logan, we received texts advising us that the flight was significantly delayed but to turn up anyway. At the desk we were told it was cancelled due to tech problems.

Having travelled out in CW, we were booked to return in F. All paid for in hard earnt Avios.

Apart from an appalling lack of empathy from the ground staff at Boston, my main concern is that, on phoning Executive Club on my return, I was offered 18,000 Avios, and after my pointing out that 9,000 Avios each was a bit skinny, they suggested I contact Customer Services, which I did by email. I got the standard Case I D email and then, two weeks later, another standard email saying that the matter was being referred to the refund team, although there was no mention of the downgrade, just references to the cancellation and delay.

The Virgin flight actually got back to LHR earlier than the booked flight was due. My claim is solely for the downgrade. Any thoughts on what I should be looking for?