“Awful in every way. No contact throughout the Covid pandemic except an email to cancel my holiday, no refund, no contact through any channel. Avoid like the plague”
“Due to fly 22nd June today is 20th we know it’s cancelled but haven’t heard a thing from customer service and unable to contact them we tried what’s app email text and still no reply so much for be in connect 72 hours before you fly”
“8 holidays in ten years,treated like dirt by Branson's discusting customer services. We will Never book another holiday with your company ,looking at trustpilot you won't have a company soon.”
“Terrible service trying to move holiday on phone for 2hours .
When i got no1 was told 30 minutes. Then 40 minutes. Then told 30minutes. 1hour later still told 40 minutes. Last holiday with virgin.
What about more people on phones to help out .
At this rate every will want money and not move holiday.
Mr Branson you deserve to lose company. Shame on you.”
“Holiday cancelled 23rd April for holiday due to depart 9th May .No contact from virgin we are knocking on the door but Richard Branson is hiding behind the sofa obviously doesn't want to refund his honest hard working customers. Be warned don't book a holiday from virgin you will end up regretting it for good customer service look up jet2 this is how it should be done”
“Flew to barbados on 16th March, despite expecting the holiday to not go ahead. Gatwick was deserted! Two days into holiday, told we were to be repatriate. Then virgin changed their minds twice after that !1 Had to cancel most things booked ( and paid for).
Finally told on Saturday afternoon we were being collected art 1.30 next day !! Land line calls to UK to try and find a taxi able to collect us. Fortunately, at the least the hotel staff helped with flight details and e.t.a etc. No help from Virgin. Downgraded on seats coming home. Nobody from Virgin to greet us when we arrived at Gatwick. Virgin have not replied to Maile sent to them, both signed for registered and 2 emails .Shocking company, We are owed £3000 for the outstanding part of the holiday. The hole and staff are superb, and they too were treated appallingly by Virgin.”
“i am in the same situation as stephen am due to travel to usa in aug and have to pay final balance in begining of june but am unable to contact virgin (if they are still in business). do i pay !!! or lose my deposit. i dont really want to fork out £3000 if the airline is not running”
“Impossible to contact Virgin Holidays, I have spent a huge amount of money with them in past, my frequent number is four figures. Due to be in Florida Easter, spent hours on hold at beginning of lockdown 27 hours in Total, only to find out
For over a week at beginning of lockdown they were not taking calls, I tried emails text WhatsApp all to no avail , in desperation I tried emailing board of Directors, all on leave until May 1st , even secretaries. Now it is not possible to email to complaint, crazy thing if only they would speak with me my issue could have been resolved and I was prepared to spend more money, now I will never book a Virgin Holiday again. Walt Disney Travel company spoke with customers and refunded monies within 2 days, also Walt Disney Cruises also were excellent. I would recommend
these companies not Virgin Holidays.”
“Hi am looking for some help! We have a holiday booked for sept to Barbados but this probably wont happen at present. We have paid a deposit of £375 and the bal is due mid June. We have tried all methods to get in contact but as we are not due to fly in the next 72 hrs and we have to give them our ref no we cant get to speak to try and sort an alternative date or cancellation. In 45 days we are liable for a 30% cancelation fee but we cant speak/ email anyone to discuss? Can someone provide some help in this situation . Thanks in advance”
“I have to say that I am disappointed with Virgin holidays. I was expecting something really good, but unfortunately, it didn’t work out. In my opinion, holidays were overpriced for what we received.
Flights – we flew with the Air France and only, because we had flights booked by Virgin we were not allowed to choose our sits or even pay extra for them (unless we would pay a few hundred pounds more for business class), but with premium economy it wasn’t possible. Additionally, we had our sits in the middle and nobody wanted to swap with us. It’s a very long flight from UK to Miami, so I think it’s understandable that we wanted to sit together during the flight on our dream holidays? Unfortunately, we had separate sits in the middle on our both flights (back and forth)!
The hotel was one big misunderstanding and I wrote a separate opinion about it. I just have to mention that I would never say it was 4* hotel because cleanliness and general standards were very, very low.
The only thing which was without any problems was Car Rental, however if we would go without any travel agency, we would save money as we didn’t need a car for full stay, but as we had one, we had to pay around $350 extra for the parking during the night and days when we didn’t use a car.
I have to say, that Virgin Holidays might be proud of themselves as after holidays with them, I will never go with travel agencies for any future holidays ever again. I would organise everything better I have absolutely no doubts about it.
I was also disappointed that we were left with everything, and there was no Virgin representative, who could help us with our problems during the holidays.”
“Spoke with Becky yesterday and she was very helpful, I was told I would get a full refund for our trip to Barbados which unfortunately has been cancelled due to covid 19. Hopefully all staff will keep their jobs and things will get back to some sort of normality,looking forward to flying with you again in the future.”
“we were due to fly to Barbados last Saturday. Virgin phoned me and offered me a couple of options but when I asked for refund was told to contact my insurance and claim off them, this I did and was sent a copy of there policy cover which states your holiday provider should refund you as of FCO rules. Sent copy to Virgin and within 8 mins was told a refund was being actioned.”
“Booked a holiday to the Grenadines in December, requiring flight to Barbados and connecting flight. Both flight and hotel through Virgin holidays as a package. Have recently received an email stating that the flight is now moved back by an hour, meaning that we miss the connecting island flight. This requires an overnight stay in Barbados and connecting flight next day. We are only going for 7 days and the idea of missing a day at our end destination does not appeal. Virgin holidays stated that it is not their fault as Virgin Airlines are a different company. In which case, why offer the holiday as a package?
Virgin Holidays offered to provide accommodation for the overnight stay in Barbados but given that I booked as a package this is not really sufficient recompense as we will effectively be taking an extra day to get t9 our destination, through no fault of our own. They were unwilling to fulfil the 7 day stay and so I have had to cancel.
Please be aware if you are booking with Virgin Holidays that they will not be responsible for the flights, despite the fact that they offer a full package of flights and hotels.
I booked the holiday during their sale period and can’t help wondering whether this apparent flight change is really just a way of squeezing me out to allow a more profitable booking.”
“I have recently booked a holiday to Orlando with Virgin Atlantic that has then been passed to Virgin Holidays. I have experienced truly awful customer service and the information given to me is so often incorrect I am unsure to what is true now. If cancelling the holiday and booking with another company was an option without loosing my deposit I would do it. Plus other companies were cheaper but we decided to pay the extra and book with Virgin but what a mistake. Definitely wont be doing it again.”
