Very poor coordination and dishonesty

I had a very disappointing experience with Virgin Atlantic. Before booking, I confirmed transit requirements for London with their customer service and was told an ETA was enough. At the airport on July 10th, I was told that was incorrect and I couldn’t travel, so I was forced to buy a new ticket with KLM at my own expense and pay again for checked baggage despite my original ticket including baggage. I was assured these costs would be refunded. After submitting the refund form and following up multiple times, I was first told that it was approved and processing, then later told it was denied and my case was closed. The inconsistent information and lack of accountability caused me financial loss and significant stress. I expected much better.