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You can find the current article at its original source at https://www.theguardian.com/money/2016/sep/19/virgin-atlantic-zika-virus-orlando-refund
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| Virgin Atlantic won’t accept that I’m at risk from Zika virus | |
| (35 minutes later) | |
| I read your recent letter about Virgin Atlantic and its policy on refunds regarding the health risks of the Zika virus to pregnant passengers planning to fly to Florida. My boyfriend and I were also due to fly out with my family in September to Orlando (as a 30th birthday present to me), but a few weeks ago I found that I was pregnant, unplanned. Since then we have had a back and forth battle with Virgin Atlantic and Flysharp, the company we used to book the fights. It will not offer any sort of refund as it is insisting that the affected area is Miami, not Orlando. | I read your recent letter about Virgin Atlantic and its policy on refunds regarding the health risks of the Zika virus to pregnant passengers planning to fly to Florida. My boyfriend and I were also due to fly out with my family in September to Orlando (as a 30th birthday present to me), but a few weeks ago I found that I was pregnant, unplanned. Since then we have had a back and forth battle with Virgin Atlantic and Flysharp, the company we used to book the fights. It will not offer any sort of refund as it is insisting that the affected area is Miami, not Orlando. |
| It is frustrating to have the same conversation over and over again and to feel like you are hitting your head against a brick wall. All the sites I have looked at have state that any pregnant passengers should not travel to Florida if it is non-essential. | It is frustrating to have the same conversation over and over again and to feel like you are hitting your head against a brick wall. All the sites I have looked at have state that any pregnant passengers should not travel to Florida if it is non-essential. |
| If we could go, we would jump at the chance, but I am not prepared to risk my baby’s health. Are you able to point me in the right direction or help in any way to try and get our money back? AK, London SW18 | If we could go, we would jump at the chance, but I am not prepared to risk my baby’s health. Are you able to point me in the right direction or help in any way to try and get our money back? AK, London SW18 |
| As with the previous case, Virgin Atlantic admits you actually were entitled to a full refund as its Zika policy includes the whole of Florida, and covers both you and your entire party. As well as apologising, it has fully refunded the cost of the ticket to the travel agent, who will reimburse you. | As with the previous case, Virgin Atlantic admits you actually were entitled to a full refund as its Zika policy includes the whole of Florida, and covers both you and your entire party. As well as apologising, it has fully refunded the cost of the ticket to the travel agent, who will reimburse you. |
| It added in a statement: “We always endeavour to do the right thing by our customers, and anyone travelling to areas affected by the outbreak of Zika, who are pregnant or trying to get pregnant and do not wish to travel, should call our customer service teams for help and advice. | It added in a statement: “We always endeavour to do the right thing by our customers, and anyone travelling to areas affected by the outbreak of Zika, who are pregnant or trying to get pregnant and do not wish to travel, should call our customer service teams for help and advice. |
| “We will look at all options, including re-booking for a later date or alternative destination, or for pregnant customers who no longer wish to travel, a full refund. We will continue to monitor the advice from the leading health organisations and adapt our policy should we need to do so in line with their recommendations.” | “We will look at all options, including re-booking for a later date or alternative destination, or for pregnant customers who no longer wish to travel, a full refund. We will continue to monitor the advice from the leading health organisations and adapt our policy should we need to do so in line with their recommendations.” |
| We also think that Virgin needs to sharpen up the way it communicates its policy on such an important health issue as this to avoid anxiety for passengers like you. | We also think that Virgin needs to sharpen up the way it communicates its policy on such an important health issue as this to avoid anxiety for passengers like you. |
| We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number | We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number |