“I found booking the holiday for my wife and I on line with Virgin so easy it was simple to follow and quick. If the holiday goes so well that would be great.
Up to now,thank you Virgin from a 65 year old IT idiot.”
“Booked with virgin to go to Ranweli holiday village in Sri Lanka for 11 days. Was an amazing experience. Not a single problem from start to end. Everything arranged by virgin apart from our tours and it all went brilliantly. Would definitely book with virgin again and would highly recommend.”
“went on a virgin fly drive holiday many years ago and was impressed with the service and experience, so now, more years later than I care to mention, I'm using virgin once again to take my 2 boys for what I hope will be a holiday to remember.
website was clear and easy to use, a couple of hick ups in missing the obligatory T+C's but didn't distract to much from the experience.”
“tried initially to book with theresa @ virgin holidays ;she was very good but in the end she could not offer the same availability as on line.strange when you are the same company”
“We have flown a few times with virgin and have never had a reason or cause to complain, crew have always been polite and friendly, even in Economy class, we flew with BA in February this year, but we felt forgotten, there was no interaction from the crew, so returned to fly with Virgin again.”
“Virgin Holidays - NEVER AGAIN !
We booked a holiday of 4 in March 2018 in Cuba and paid almost 11k for 2 weeks on all inclusive. Also premium class in the plane. The staff in the plane could not give a monkeys about us, on the return flight had to ask 2-3 times for drinks.
Resort (accommodation and food) was below average and local Rep (Vladimir) proved to be very untrustworthy. We landed in Havana and Virgin advertised as a max 2 hours transfer. It was actually more like 3 hours. Toilets and lights in our room not working upon arrival and had to wait for an hour.
Booked a romantic cruise dinner for 4 which got cancelled twice due to weather and a refund was promised and we were even give a refund credit card slip. It took almost a month and a half to get our money back, dozens of calls, web chats and emails which mostly remained unanswered.
We thought we would give Virgin a go but never again. Once they get your money this is where Customer Service stops.”
“Virgin are lucky to get one star, in a nutshell we booked 14 nights in Barbados after six days we got a phone call to say that the hotel will be closing and did Virgin not tell you,"er no".
Virgin knew about this three months prior to our travel. not happy, ongoing!!!!!!”
“I had booked a cruise + hotel holiday via Virgin Cruise, as the first one I did, it was great. This time, it wasn't. Before we embark on our Caribbean cruise, we had stayed in Orlando for 4 nights. On our final night, we wanted to leave the some luggages at the hotel, so that when we finish the cruise we can collect it.
On our return and collection we notice 1 bag was missing. I've reported to the hotel, who told me that they will get it resolve ASAP.
To cut a long story short, this never happened, and the person who was in charge of storage didn't want to compensate the lost. I had to raise it with the GM inorder to get the cost of my item back, but they still have not provided me with a compensation.
This is where I reported to Virgin Holiday, who advise since I've already resolve the issue with them then its finalise, I told them I never resolved the issue, I only resolve the cost of the lost item, I need them to chase for the compensation.
Another very stupid response from Virgin Holiday, saying that if I wanted Virgin to act then I should report this with them when I'm back and not with the hotel. I told her, if I had not reported this, how would they have a log that it went missing and acted so promptly after I escalated with the GM.
Still Virgin Holiday refuse to help me contact the hotel for compensation, saying that since I agree with the compensation the hotel would consider the case close.
I told them no case is close, is only if you are willing to act on your clients behalf or not.
I contacted the hotel directly, and they had agree to give me a form of compensation.
I forward the email of compensation back to Virgin Holiday, since then nothing back from their wonderful team.
Total useless. I had told them I'll never use their shoddy service again.”
“Having booked my girlfriend and I on the wrong flight, despite sending us confirmation on a number of occasions of the flight we wished to be placed on, and in fact paid more to do so, we have spoke to numerous people on the customer service line and emailed both unhappy virgin and still unhappy virgin with no one getting back to us and have them trying to blame us. Rebecca Baker, one of the sales assistant you made the mistake, has been extremely rude, placing the blame on us, trying to make us pay almost £400 more to change our booking and has refused to call us back. We are utterly disgraced at the service being offered and will not be booking with Virgin again.”
“Booked with Virgin for our honeymoon, have flown with them many times and they always seemed really good. As it was our honeymoon we wanted the best experience and figured Virgin was the best to go with and paid extra to go with them, how wrong were we! The flight out was awful, obviously not something they could fix, however when it came to landing there employees shouted across us discussing the benefits of what they get with virgin etc etc so loud I could hear them and not the film I was watching. My husband asked for a sick bag as the flight was the bad and he was asked 'are you serious' and given a funny look. My husband also has a peanut allergy he explained on the phone that he couldn't eat peanuts but he could eat around them etc, we were never told he would get special meals, given none of there meals had peanuts in them assuming they couldn't supply peanut meals anyway, it was a shock to be given really bad alternatives. A chillie or a cheese wrap was replaced by an orange, an apple and a fruit bag as if he was a child. He complained and asked for his meal to be changed which they apparently did, however on the flight home we had the same issue, of course we did not accept the special meal and the stewardesses reaction was well it wasn't updated. On the way home the guy next to me spilt his cup of hot tea and the women with the food refused to move out the way as his legs etc were burning. The fleeces that were covered in tea were taken and shoved in the overhead compartment with peoples bags even after being told twice the fleeces were soaking wet with tea, to which the stewardess just shrugged it off. Virgin were the only company that didn't congratulate us, or offer anything. Yet on the trip home the couple next to us on there honeymoon got free champagne, which they shared with us, which was nice and thoughtful! When my husband complained about the many issues he was pretty much called a liar and that what they offer is only valid if you get married abroad, free vip area etc. Just goes to show pay the least amount you can and you wont be disappointed or feel you have over paid! clearly Virgin has lapsed and doesn't care how they treat their customers or provide that amazing once in a lifetime trip! if you complain you get nowhere, so much for the customer is always right, virgin will just say your lying their records do not show this! wont pay their prices ever again!”
“I love Virgin holidays, but hate the booking system. As a long standing Frequent Virgin holidays member I am told I have the benefit of a 10% discount, and a free car upgrade. I can't obtain this on line, only by phone. I tried that and landed in a queue that long I gave up after 5 mins of holding. Tried again, the same. Third time I got through, got the quote. Discussed with husband and decided to look at flying from Manchester rather than Gatwick. 3 attempts to get through on phone gave up. result, I have booked my holiday on line, without the benefits of being a member as I needed to confirm the dates but feel it may well be the last time.”
“Virgin Holiday website is by far one of the best to book a holiday. It is clear easy to navigate and I love it . Can't wait to experience another Virgin Holiday. Looking forward to it already . Five star service . Holidays at it's best . Customer Service second to none.”
