Why is Virgin taking so long to refund us?

Ms C.S. writes: On April 14, we were repatriated from South Africa due to the pandemic. Our scheduled flights by Virgin Atlantic were cancelled. We purchased new tickets and were promised by Virgin that we could claim back the cost. We submitted a claim for £ 1,712 on April 16 and it was acknowledged. We were t old we had t o wait 120 days, but during this time received no refund or answers.

AFTER I contacted Virgin for a comment, you received a text message asking you to call the company. You rang the number provided, but all you got was a recorded message saying that due to Covid, there was nobody available to take your call.

I received a statement from the company, saying you submitted your claim in September, and ‘the refund will be processed within 60 days’. When I challenged this, Virgin agreed that your claim really was made last April, meaning you had been waiting patiently for well over the promised 120 days. Your full refund has now been paid back to your credit card.