Virgin Australia redemption with Virgin America Elevate - aircraft change resulting in cabin downgrade. Who should I contact?

Flights & Airfares
1

Hi

I have booked a return flight through Virgin America Elevate flying Virgin Australia in Business Class (Canberra to Melbourne). On one of the legs Virgin has made a schedule change and moved the plane from a 737 to an ATR 72. As the ATR 72 does not have Business class the booking has been moved to economy.

I have tries to contact both Virgin Australia and Virgin America but both say it is the other parties issue. I understand that this issue is complicated by the fact the Virgin America/Australia partnership has now ended.

I have lodged a complaint with Virgin Australia through their online form. My primary resolution would be to have my flight changed to a later flight that day in business class as long as Virgin can provide a quick response. If this can not be done what are my options for seeking compensation?

Regards,

Aaron

2

Hi Aaron,

You always have to contact the party that issued the ticket. In your case, Virgin America (Elevate). I am not sure how active Virgin America is since merging with Alaska Air.

I can see 2 way forward:

  • Stick with economy and ask for the difference in points refunded.
  • Cancel the booking and rebook with another frequent flyer program. In this case, try using Alaskan miles to issue a ticket on a Qantas flight is available.
Hope that helps and good luck.
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