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.