Hi, apologies I don't know if this should go in the LATAM or Virgin Atlantic forum (which speaks to the broader issue!)

I took advantage of some great fares earlier this year to book business class tickets from LHR-GRU, GRU-CNF and then CNF-GRU, GRU-LHR. These tickets are booked on LATAM, but we booked them through Virgin Atlantic with VS flight numbers. The first issue we had, was that we could select seats on the LATAM website on the outbound leg LHR-GRU-CNF but couldn't on the return. We spoke to LATAM, and they booked us seats on the flight from GRU-LHR, but couldn't book us seats on the leg from CNF-GRU. This had us worried, as we were concerned we would turn up to the airport and be denied boarding without an allocated seat. I checked on ExpertFlyer, and could see row 1 is blocked (presumably for bassinet), so hoped this would open at check in.

Anyway, fast forward to today and we got an email from LATAM notifying us that the flight from CNF-GRU has been cancelled. I checked on expert flyer, and as far as I can see, the flight is operating still. But for some reason, it seems we have been booted off just this one flight. On the LATAM website, they gave options to re-book the flights but I rang them first to see what happened, and they said 'speak to Virgin Atlantic, as the flight was booked through them. We can't do anything to change the booking'. They confirmed the flight was cancelled, but wouldn't do anything to change it over the phone.

I then rang Virgin, who couldn't even see the flight as cancelled on their system. As far as Virgin is concerned, all flights looked the same as when we booked them, even though LATAM had confirmed the flight had been cancelled.

I then went onto the LATAM manage my booking site and managed to re-book the flight coming back to route via Congonhas instead. So it's now CNF-CGH, GRU-LHR rather than CNF-GRU, GRU-LHR. However, when I hit confirm, it said I would need to speak to an agent. It connected me through the LATAM live chat, but the person said the same old spiel that 'LATAM can't amend the booking'. However, as I was talking to her, I re-loaded the booking page on LATAM and it now showed as changed with the route back via Congonhas with the VS flight numbers changed to LA ones on the return flights (I can't book seats still). I spoke to the LATAM agent about this, but she couldn't see the change, and denied the flight had even been cancelled in the first place. She certainly couldn't see the new routing via Congonhas, and just said 'Speak to Virgin to solve it'.

So, if I access my booking on LATAM.com, it shows the new route via Congonhas. If I access it on Virgin, it shows the old route via GRU without any cancellations. If I speak to Virgin, they can't see any issue. If I speak to LATAM, it seems to depend on the agent, with some able to see the cancellation, but unable to do anything about it. And some unable to see the cancellation, and saying I need to speak to Virgin.

So I feel utterly confused by the whole thing. I have no idea what has happened to the booking in the GDS, or who to speak to. Please help! Any advice on what to do would be gratefully appreciated.