Written by John Kruse, one of the leading experts on Bailiff Law, this consumer friendly guide is essential reading for anyone who comes into contact with a bailiff.
The book is easy to understand and clearly explains the rights
a bailiff has, and also what they cannot do when collecting debts and repossessing goods etc.
Below is a letter sent to virgin recently re cancelled flight, and comments would be of help (sorry its a bit long)
they have offered me 50% off our next flight which I am not happy with at all.
cheers
17th January 2007
SENT BY EMAIL
Virgin Atlantic
Customer Services,
Thank you for your email dated 4th Jan 07, apologies for the delay in responding.
Firstly would you mind pointing out to me what flight VS46 was?? As we were not on this flight, leaving Heathrow.
I would like to take this opportunity to explain what exactly happened and the disgusting manner in which we have been treated.
We arrived at Heathrow at 10.30am (3 hours before departure, as you request), we had already booked in on line so we were through security etc in quite a short period of time. After some shopping and a very nice lunch, we boarded the plane at about 1.20pm and took off at about 2.30pm. We had both fallen asleep and were only woken by the lady next to us, saying that we were returning to Heathrow due to a faulty dial?
We were updated shortly after this by the captain, who informed us that we had to return, and we would be 'dumping' most of the fuel. Even thou we were only at 14,000 feet this should not be a problem. The concept of watching 1000's of galleons of petrol spraying out of the wings was quite frightening.
We then came into land, it had to be THE scariest landing I have ever witnessed, and we certainly had major problems stopping. What made this even more horrific were the 20 or so fire engines racing after us.
So we landed and were taken back to see if the plane could be repaired, this was at about 4.30pm. We sat on the plane for about an hour (no drinks offered), and were then told that the fault had been fixed and we would be taking off again. We waited about an hour and took off again; I would say that every person on board was pretty nervous. So as we 'taxied' down the run way, started to speed up, and was just taking off. The captain SLAMMED on the brakes and we stopped with about 20 feet of the runway left. At this point there were people screaming, and the lady next to us fainted. That was so scary, I was not sure I would want to fly again, at that point.
So now the fun begins, the time is about 6pm, and we are all told to stay in our seats while the problem is fixed. About an hour and a half later we were told the problem could not be fixed and that the staff were looking into hotels for us, as all other flights were full.
We sat on the plane for about two hours, and were then told that this was not possible, and the staff suggested we got of the plane and either went home or slept in the airport. After collecting our luggage and going through passport control etc, we did not leave until 10pm.
I would like to add that at no point were we offered refreshments or assistance at all.
So we travelled all the way back across London to our house in Essex, and arrived at 12.30am. When we left the plane we were told to call your main 0870 for an update. I called this number on the hour every hour, and was put on hold for an average of 13 minutes (at 8p per minute), and then cut off!! I find it disgusting that after being treated so badly by Virgin Atlantic you then ask us to call a 0870, which you then earn 4.5p per minute 'kick back'. So not only do you treat us all very badly, you still make money from us. I am surprised this has not been reported to Ofcom.
So at about 2am we called again and got a message to say please return to the airport for 10am, as there will be another flight.
Day 2, we get up and travel to Heathrow again, feeling VERY tired and not happy as we have had to pay to travel once again to Heathrow.
So we arrive about 9.30am and the queue for our flight was so long already, but as we were told you have to join it and just stand there. So we waited, we stood for a couple of hours in a queue that was not moving at all.
At this point I would like to mention a couple of things; I had a heart attack on the 19th August 2006, and of course have not been very well. My best friends live in New York, and the plan was to fly over as soon as I was well enough for them to meet my girlfriend, and I was to propose on the Friday evening at a very nice restaurant with all my friends around us. I had been given the all clear to fly a few weeks before the flight, and with my friends help had arranged a party (with people travelling from all over the US) for the Friday night.
The reason for mentioning the above is that after a heart attack you are not supposed to get stressed at all, I think the two flights the day before were enough, but to now stand in a queue for hours, and then to be told that we would not be getting on the flight as it was too full. We were offered much later flights, but as we were flying back Sunday it would just not be worth it.
I finally spoke to one of the ladies who was in charge, I believe her name was Mandy, this is when she explained that the extra flight laid on was alot smaller than the previous flight and we would not be getting on. I explained my condition, and she was not particularly helpful and said ' every one in this queue has a problem or condition!!!!'
She then offered us two free flights and £400 each compensation, if we took a later flight on British Airways, we accepted this, took the letter and were told to call the main 0870 on our return to collect out compensation.
So we finally got to New York at about 3am, we missed the party and quite a few of our friends. Lucky for us some of them stayed on, and we had the party on the Saturday night, and we got engaged. We then woke up and came back, what a lovely break!! My first trip since my heart attack completely ruined.
Further to your recent email offering us 50% discount, I find this incredibly insulting after the way we were treated and still being treated.
I fly about 20 times a year, and have never experienced such a disgusting attitude towards the customer.
I would like to also point out, and this is in your customer charter, that you will supply refreshments, hotels, and compensation (600 euros) for cancelled flights. We were stuck on that plane for hours, with nothing to drink or eat, we then had to spend another couple of hours getting home.
Resolution.
We have a letter for two free flights, I expect to be able to use these free flights soon. I hope these flights are not the same as the air miles points I have accumulated, but can never use them, unless I book months in advanced.
I would like the agreed £400.00 per person paid to us as promised, within 28days.
I feel the above to be quite reasonable considering how we have been treated; I would expect this as at least a minimum offer.
Virgin Atlantic has departments to deal with complaints, and for me to sit and write a letter takes up even further of my time. I would like a response to this letter within 14 days, as all previous responses seem to be when you can fit us in!!
If the above can not be honoured then I will have no alternative than to pursue my claims through the small claims court. At this point I will be claiming the £400 pounds per person, travel, food and time spent dealing with this matter, including charges for my emails, letters and telephone calls.
I am a huge fan of Virgin (Richard Branson) and have car insurance, credit cards, and try to fly with you at all times, this whole situation has made me really consider my options.
I am actually very shocked to the response of your recent letter; you have not really answered any of my complaints and concerns and have ignored the real issues.
We have not even received the 50% discount letter, which to me implies there never will be one.
The information your staff supplied me on the day of travel was obviously a clever way of getting rid of customers that had been terribly let down.
I am sure you would agree we actually fit into quite a few of the complaints procedures, and my intention is to get all the monies and other promises made to us honoured.
I would draw your attention to the terms of the contract which you agreed to at the time that I bought my tickets. It is an implied term of that contract that you would conduct yourselves lawfully and in a manner which complies with EC law.
In accordance with the European Union's Regulation (EC) No 261/2004, I feel I have no alternative than to take legal action to recover the monies offered to me, free flights, £400 per person (which I believe to be close to the 600 euros you should be paying me), costs incurred (including time spent writing letters, telephone calls, food and travel).
I will also be writing to Ofcom in regards to the time spent ‘on hold’ waiting for your 0870 numbers to be answered, I am sure you are aware that Ofcom recommends a customer should not be on hold for any longer that four minutes.
I require repayment in full of these monies; if you do not comply fully within 14 days then I shall begin a claim against you for the full amount plus interest.
Please accept this letter as a ‘letter before action’, and once the 14 days have lapsed I will be serving a county court summons, in the small claims court.
Regards
Originally Posted by clifford104
Hello all,
I am starting my claim to Lloyds today for £539.
Below is a letter sent to virgin recently re cancelled flight, and comments would be of help (sorry its a bit long)
they have offered me 50% off our next flight which I am not happy with at all.
cheers
17th January 2007
SENT BY EMAIL
Virgin Atlantic
Customer Services,
Thank you for your email dated 4th Jan 07, apologies for the delay in responding.
Firstly would you mind pointing out to me what flight VS46 was?? As we were not on this flight, leaving Heathrow.
I would like to take this opportunity to explain what exactly happened and the disgusting manner in which we have been treated.
We arrived at Heathrow at 10.30am (3 hours before departure, as you request), we had already booked in on line so we were through security etc in quite a short period of time. After some shopping and a very nice lunch, we boarded the plane at about 1.20pm and took off at about 2.30pm. We had both fallen asleep and were only woken by the lady next to us, saying that we were returning to Heathrow due to a faulty dial?
We were updated shortly after this by the captain, who informed us that we had to return, and we would be 'dumping' most of the fuel. Even thou we were only at 14,000 feet this should not be a problem. The concept of watching 1000's of galleons of petrol spraying out of the wings was quite frightening.
We then came into land, it had to be THE scariest landing I have ever witnessed, and we certainly had major problems stopping. What made this even more horrific were the 20 or so fire engines racing after us.
So we landed and were taken back to see if the plane could be repaired, this was at about 4.30pm. We sat on the plane for about an hour (no drinks offered), and were then told that the fault had been fixed and we would be taking off again. We waited about an hour and took off again; I would say that every person on board was pretty nervous. So as we 'taxied' down the run way, started to speed up, and was just taking off. The captain SLAMMED on the brakes and we stopped with about 20 feet of the runway left. At this point there were people screaming, and the lady next to us fainted. That was so scary, I was not sure I would want to fly again, at that point.
So now the fun begins, the time is about 6pm, and we are all told to stay in our seats while the problem is fixed. About an hour and a half later we were told the problem could not be fixed and that the staff were looking into hotels for us, as all other flights were full.
We sat on the plane for about two hours, and were then told that this was not possible, and the staff suggested we got of the plane and either went home or slept in the airport. After collecting our luggage and going through passport control etc, we did not leave until 10pm.
I would like to add that at no point were we offered refreshments or assistance at all.
So we travelled all the way back across London to our house in Essex, and arrived at 12.30am. When we left the plane we were told to call your main 0870 for an update. I called this number on the hour every hour, and was put on hold for an average of 13 minutes (at 8p per minute), and then cut off!! I find it disgusting that after being treated so badly by Virgin Atlantic you then ask us to call a 0870, which you then earn 4.5p per minute 'kick back'. So not only do you treat us all very badly, you still make money from us. I am surprised this has not been reported to Ofcom.
So at about 2am we called again and got a message to say please return to the airport for 10am, as there will be another flight.
Day 2, we get up and travel to Heathrow again, feeling VERY tired and not happy as we have had to pay to travel once again to Heathrow.
So we arrive about 9.30am and the queue for our flight was so long already, but as we were told you have to join it and just stand there. So we waited, we stood for a couple of hours in a queue that was not moving at all.
At this point I would like to mention a couple of things; I had a heart attack on the 19th August 2006, and of course have not been very well. My best friends live in New York, and the plan was to fly over as soon as I was well enough for them to meet my girlfriend, and I was to propose on the Friday evening at a very nice restaurant with all my friends around us. I had been given the all clear to fly a few weeks before the flight, and with my friends help had arranged a party (with people travelling from all over the US) for the Friday night.
The reason for mentioning the above is that after a heart attack you are not supposed to get stressed at all, I think the two flights the day before were enough, but to now stand in a queue for hours, and then to be told that we would not be getting on the flight as it was too full. We were offered much later flights, but as we were flying back Sunday it would just not be worth it.
I finally spoke to one of the ladies who was in charge, I believe her name was Mandy, this is when she explained that the extra flight laid on was alot smaller than the previous flight and we would not be getting on. I explained my condition, and she was not particularly helpful and said ' every one in this queue has a problem or condition!!!!'
She then offered us two free flights and £400 each compensation, if we took a later flight on British Airways, we accepted this, took the letter and were told to call the main 0870 on our return to collect out compensation.
So we finally got to New York at about 3am, we missed the party and quite a few of our friends. Lucky for us some of them stayed on, and we had the party on the Saturday night, and we got engaged. We then woke up and came back, what a lovely break!! My first trip since my heart attack completely ruined.
Further to your recent email offering us 50% discount, I find this incredibly insulting after the way we were treated and still being treated.
I fly about 20 times a year, and have never experienced such a disgusting attitude towards the customer.
I would like to also point out, and this is in your customer charter, that you will supply refreshments, hotels, and compensation (600 euros) for cancelled flights. We were stuck on that plane for hours, with nothing to drink or eat, we then had to spend another couple of hours getting home.
Resolution.
We have a letter for two free flights, I expect to be able to use these free flights soon. I hope these flights are not the same as the air miles points I have accumulated, but can never use them, unless I book months in advanced.
I would like the agreed £400.00 per person paid to us as promised, within 28days.
I feel the above to be quite reasonable considering how we have been treated; I would expect this as at least a minimum offer.
Virgin Atlantic has departments to deal with complaints, and for me to sit and write a letter takes up even further of my time. I would like a response to this letter within 14 days, as all previous responses seem to be when you can fit us in!!
If the above can not be honoured then I will have no alternative than to pursue my claims through the small claims court. At this point I will be claiming the £400 pounds per person, travel, food and time spent dealing with this matter, including charges for my emails, letters and telephone calls.
I am a huge fan of Virgin (Richard Branson) and have car insurance, credit cards, and try to fly with you at all times, this whole situation has made me really consider my options.
Virgin Atlantic - cancelled flight
today for £539.
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Originally Posted by clifford104
