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Original Comment Not sure anyone is listening to me now, as my experience with Virgin Atlantic has gone pretty much unheard since I made a reservation in December 2012. Following some sad news regarding my mother, I made a reservation from Los Angeles to London, BLXVFQ. Upon confirming my reservation to my family in England, I was told NOT to come until after my sister left London to return to the USA, as my mother wanted to see us individually, and she felt it wsas too overwhelming for her. After all, she is 95. I canceled my ticket immediately and certainly WITHIN 24 HOURS. At no time during the reservation process was I told the ticket was non-refundable, nor did it mention same on the ticket. When I canceled my ticket, the agent told me my request would be forwarded to Refunds Department. I received no confirmation in writing with regards to this cancellation and on the several times I called, was met with very unfriendly agents, who upon hearing my story, argued with me they could not put me through to a Team Leader for further research. I even called your corporate office in england, where the receptionist put me through (and back) to Customer Service. I was calling on an almost daily basis. It wasnt until December 30th, that I spoke to another agent, who listened sympathetically to my plight and had a Team Leader, Paul Moore, email me confirming the ticket had been canceled and had been sent to the Refunds Department for a full refund. On his assurance that I would receive a refund, I rebooked for a flight departing January 16th, EBV8SP. I emailed your Refunds Dept several times requesting the status of the refund as paying for an additional ticket had placed me in a financial difficulty. Imagine my shock when this morning I read an email from your Refunds Department telling me that all I was entitled to was $214 being govt. taxes as the ticket was fully NON-REFUNDABLE. Does Virgin's left hand know what their right hand is doing? I feel I have been put through the ringer with Virgin, speaking with different agents, being told different things, and most of the time, met with their annoyance and frustrations at my questions regarding my canceled ticket. Each time I was told it could take up to 4 weeks, then another agent told me up to 6 weeks and finally another telling me 8 weeks. Today, after receiving the email from your Refunds Dept. I contacted the Claims Department at my bank, who contacted Virgin Atlantic. He was on the phone the entire time while I spoke with Nichola David at ext. 32416. She listened to the same story and told me that the ticket had in fact been canceled within the "cooling" period, put me on hold while she spoke to a Team Leader, and confirmed that the Refunds Dept must have made a mistake, and even though she won't be in the office tomorrow (Thursday) she would give the inquiry to another agent who would call me Thursday. I am absolutely amazed at the lack of service and professionalism I have received from Virgin. Although not a frequent traveler, I have always flown Virgin Atlantic. This past Summer I took my son on a vacation, using Virgin. He wasn't so lucky on his flight. He had a chair that kept slamming forward and his request for diabetic food (he's type 1) was met with white rice, a bagel, pineapple. He did not eat on the flight. Even though I had been put through the ringer with Virgin agents, and thought perhaps I should fly another airline, because of the conversation I had with Cindy Jones, at ext. 32153, I rebooked. Is this any way to treat a customer? I would like my refund, in full. I don't particular want to wait up to 8 weeks to receive it, nor a portion of it. I should have been given correct information from the very beginning, i.e. refundable or non refundable, amount of time it would take to obtain a refund, or even a credit to rebook. I am extremely disturbed, and financially and emotionally a wreck over all of this. Thank you.

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