I've encountered real obstruction and arrogance from Virgin. I was booked premium economy to Tokyo. The dates were critical as I was to speak at an international conference. They've just cancelled the flight 'for operational reasons' and told me I can either cancel and have a full refund - not possible for me - or travel the day before - and lose a day of my participation - or a day later - involving extra hotel night. I said would they pay for the extra hotel night? 'No'. Would they fly me on the third party flight they advertise on the correct day? Only economy class; there's no premium economy and they they won't upgrade me to business. I'd never had this experience but what it means is that a flight booking is a kind of entrapment. You can't change airline (I wouldn't have booked Virgin if I'd known that day there'd be no flight) because you have to pay the earth on another airline at this late stage. You can't cancel because you've a reason for your journey. So you incur loss as a direct result of their action. What should be done about this kind of response?