“Searching for New York holiday from Manchester airport. So easy to book online, find flights and the hotel we wanted. Made one mistake on filling out form, contacted Virgin, problem solved in moments.”
“I tried to book the seats for my honeymoon. Someone elase tried to book them at the same price at the same time. Lucy tried really hard to sort it out and was fantastic but the system would not let her do anything due to them being the last sale tickets. This is my 13 time with virgin and most probably my last. Not only due to it being a special time but due to the feedback I gave from my last return flight where the air steward dropped almost everything on me and did not want to be doing her job that day. Its a shame!”
“I really wanted to book my park tickets online with the holiday but it wouldn't give me the option. The site did time out a few times but you retained my info which was very helpful.”
“I had the misfortune to book a holiday to Cuba with Virgin holidays. My luggage was stolen from the secure storage area at the Royal Hicacos in Varadero, where I stored it based on the advise of Virgin holidays representative. Virgin Holidays were very unhelpful & refused to give any compensation or accept responsibility. If you want your luggage stolen use this company!”
“This will be the fourth time I have flown with Virgin since last April (And to the same Hotel - The Savannah Beach) Love the service, unbeatable. Thank you all for your behind the screen hard work very much.”
“The website was great to use and we were able to add the upgrades we required. Also prices quoted included local Hotel taxes which are about 25% in Sri Lanka - Most booking companies try and hide this appearing cheaper”
“Dreadful advise, we asked for snorkelling they suggested Hau Hin where water is murky. Wouldn't rearrange any details for us once booked told us to sort it ourselves. Emailed a complaint 10days ago with an auto response that promises 72hour response-nothing. Called, cut off twice, command of English awful when I did try again refused to transfer me. Called and pressed for new holiday perfect English rep answered and said they would sort it and call me back yesterday -no call. I actually now want to cancel my holiday they are just a shambles. I am due to fly Wednesday!”
“Virgin website gives a lot of flexibility in deciding the best package for my holiday. Far more options than Kuoni . The only down side is having to pay a very large deposit at time of booking.”
“Had a shocker when trying to use Airmiles. Being pretty bought in to the Virgin brand for a while Virgin Holidays for the first time has made me think it has to be BA from now on. Have 100k+ Virgin Atlantic miles to use, built up through flying and through Amex spending. When booking a week away to Antigua we let holidays know the intention was to upgrade our outbound flights using airmiles (we paid for return upgrade as it was 'such a good deal') however.... they sold us a ticket that was not eligible for reward upgrades and, we found out at the airport, was also not eligible for a change in class of ticket even if we wanted to pay for it. Response has so far been that Virgin Holidays is a separate company from Virgin Atlantic and virgin Holidays buy tickets from VA on their flights. VA saying that as I booked the holiday with VH then they can't do anything...”
“The only reason I didn't give an Excellent review was the extortionate flight upgrade price. Other than that site very easy to use and to add extras.”
“Booked my Virgin Eastern Canada escorted coach tour. It eventually became evident that the coach tour is operated by an independent Canadian tour operator when Virgin could answer some basic questions relating to the tour.
Overall the standard of hotels was at the cheaper end of the scale, and did not reflect the cost of the holiday.
Some of the hotels did not have a restaurant and bar. The breakfasts at some were of the help yourself to a mainly cold service with disposable cutlery, plates and cups which we put in a bin like a fast food outlet.
One of the hotels was not in Quebec City and a bus 15 - 20 min public bus ride was needed to get into the city.
The overall rating is only due to the tour manager’s knowledge (not Virgin) and general information, and the fact that Canada was great. Neither of which could be accredited to Virgin who were basically agents for other companies.”
“We rang the call centre 4 times over the course of 2 days to see if they would match a price, and we are talking £30! They made such a fuss about it - so we gave up!”
“Booked a holiday 4 times using the on-line tool. Cash was taken out of our account 3 times, with no holiday to show for it due to a 'booking error'. The pain involved in trying to get the cash refunded to our account was huge and extremely time consuming. Customer services claimed this was a rare occurrence (which is why we tried again), however this happened to us 3 times in a row, resulting in us having to use a credit card as we had no cash left in our account and were waiting for Virgin Holidays to return the money they had taken out. Customer services were unable to provide us with the same price we had booked online, even though it was still showing as available on the internet as they cannot provide a similar discount...even though this was through a fault on their own website. First two phases of customer complaint was a joke, just providing standardised responses along with a lie that they had tried and were unable to find the same price (even though I could see it on the web). Final stage of complaint service was slightly better, but then very hard to get in touch with once problem arose for the 2nd time. At this moment in time, we have 1 holiday, which we have paid for 3 times..and are now waiting for the rest of the money to be returned to our accounts, which we will have to spend an age getting through to the correct people plus the bank to facilitate the return of our cash. And we also have had to pay the extra credit card fee as there was no money in our account after the previous failed attempts to book. Extremely disappointing for such a supposedly reputable and well known company.”
“We have recently began booking with Virgin for several holidays. Each time we have had exceptional service. The staff are all friendly and nothing is too much trouble. I definitely recommend everyone to give them a try. You won't be disappointed.”
