Good Morning Virgin Firstly to whom ever receives this email please accept my apologizes as this is not aimed at you as an individual or on a personal basis. We booked through Virgin Holidays to go to Bali and from the start the booking was a nightmare it took over two an hours on the phone to make the booking because the CSR couldn't complete the booking because he didn't realize the flights had to be paid up front in full. We were then advised a few weeks before we flew that out return flight schedule had changed, we were now flying from Denpasa to Jakarta there we had a 12.5 stopover then we would fly Amsterdam have another 3 hour stopover before flying London Heathrow in to a different terminal to where our car was parked so we then had to get a train to terminal 3. I emailed Virgin everyday and most days 2 -4 times a day from the 29th of October requesting a later flight so we would not have to be collected from the hotel at 5.25 am and have the 12.5 hour stopover at Jakarta, I had spoken to Guruda airlines and they had 5 later flights with availability and they were happy to change us to one of these they just needed Virgin to email them and re-issue the E Ticket you would have thought that would have been very simple? Instead we received an email from Ollie at Virgin saying as we had now returned home we would have to contact customer services I emailed back and asked Ollie to please read my email correctly and then reply with a suitable response as I was trying to sort out our return flights . More emails were sent and received and Virgin then said there were no later flight available a complete LIE. We were then told we would be picked up from the hotel at 5.25 am so we got up at 4.15 am and went to reception at 5.15 am to be told there was no taxi for us and that it had been booked for 7.00 am but the text I have from the resort rep clearly states 5.25 am. ( Please see below ). The same rep was sent an email from Sam asking he / she to contact us a matter of urgency they replied with a very unprofessional response not even dealing with our request. (Please see emails below.) We traveled 39 hours to get home and when we arrived at London Heathrow one of our suitcases was missing so we left the airport minus a suitcase. The last few four days of our holiday were ruined as I was totally stressed out with responses we received as our requests were not even being read. How can a company like Virgin Holidays get it so very very wrong. Please do not fob us off with another poor response as very have received enough poor customer service from 7 individuals at Virgin Hoildays. From Linzey Le-Luan a very unhappy customer .