I (party of 4) have just returned from New York flying with Virgin Atlantic and would be interested to know how unusual my experience of traveling with that particular airline was.
My tickets were booked direct with Virgin and paid for in full last June. The tickets were issued to me and I was told that my booking was confirmed ~ essentially a contract for service, or so I thought.
When I arrived at the airport in very good time to check in I was told that the flight was over-sold and that despite my 'confirmed' booking ~ confirmed doesn't actually mean confirmed.
So, regardless of the non~changeable clause in my tickets it appears that the contract can't be broken by the customer, but the vendor can do what they like.
Virgin sold me a ticket to transport me from point A to point B on a specified flight and then sold that same seat on the plane to someone else in the hope that one of us wouldn't turn up and would therefore break the contract. Virgin being the winner either way, If I don't turn up they keep my money, if I do they change my flight and keep my money.
There were between 30 and 40 other passengers in the exact same position that we found ourselves in. Virgin had knowingly over sold its seats. This seems to me to be the most horrible and greedy method of marketing and not one that Richard can be proud of.
In my opinion a contract should work both ways. If the vendor is reserving the right to arbitrarily cancel or alter our contract then the customer should have the same rights. If I miss my 'confirmed' flight then I should just take the next one, as was suggested to me when I tried to check in last week.
Other passengers told me that Virgin over sell all of their flights quite deliberately in the certain knowledge that theirs is a win, win situation.