Originally Posted by RAPC

They are email only, so the awaiting a telephone call bit is unfortunately what normally needs to happen.

How award tickets are priced for any downgrades is a question that I've seen asked a few times, especially in the BA forum. It is certainly unclear as to whether it should be how Virgin are playing this (75% of cash and miles returned for the award ticket) or 75% of cash price for the downgraded leg (and how that is actually priced up) is used.

I think the key part is whether you had anything communicated in writing to confirm the 100k offer? If not, it will be a case of pushing back on the CS team and relaying what was confirmed to you. I have had a similar issue with broken UC seats on a flight where an amount was confirmed by crew. I then received a fraction of that and Customer Services told me it was the best they could offer. I wheeled out a photo of the note the member of staff was submitting on their iPad (which they gave me permission to take) and offered to send it in. At that point, there was a sudden shift to getting what was offered originally.

I'd certainly be pushing back firmly to the CS team and also making clear your UK hours when a call would be convenient.

Good luck with hopefully getting what was promised.