Originally Posted by
Globetrottngal
I am confused as to what I need to do. I had SFO-LHR RT (non-award) tickets departing 29 May, returning 08 June. I just checked Virgin website yesterday, and my outbound is completely gone from the booking, leaving me with a useless return flight on 08 June. Am I to assume VS canceled my flight, and will eventually cancel my inbound flight? Do I call them? Am I eligible for refund? Or will they only offer me re-booking with no change fee?
If they cancelled one of your flights (and they are on the same PNR/ticket) you are entitled to a full refund per DOT and EU rules. If you want a refund you need to call them and ask for a refund. You will likely need to press for it and they may make you wait 100 days or more (even though this wait is in violation of EU/DOT rules). I would document everything you can, when you called, who you spoke to, etc. in case you eventually need to do a CC chargeback. You can try texting them (number on the Virgin website) but folks have reported mixed results. I called and it took about 45 mins to get through and cancel an award booking.