“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.”
“Wanted to say a big thank you yo Ann Parr at Caribbean sales she tried her very best to get a great price for us but in the end the web was cheaper which is a shame as she was so helpful and polite.a credit to Virgin!”
“Brilliant, easy to use website. Breaks all the payment down and gives options on upgrades which are easy to understand with no jargon. Most importantly, the prices were much more reasonable than I was expecting from a premium brand such as virgin. Would definitely book through them again!”
“This was an easy experience from start to finish. The website was clear and concise, I rang a sales person at one point for assistance (Madi Cook) who was extremely helpful and the holiday was booked shortly after.”
“I wanted to confirm a couple of details on the hotel so I called the 'dedicated specialist' number as the detail I wanted was not listed on the Virgin site, the guy on the phone said I don't have all details on all the hotels we use, real helpful attitude. I went online and contacted the hotel myself, I suggest you do the same rather than wasting time and money calling Virgin. A shame as in my previous experience with virgin a couple of years ago I thought they were worth the extra money as the service was so good. I hope that the other areas within the business do not reflect this lack of focus and service, time will tell.
Bottom line with Virgin you pay more and expect more in return, but in this case if you want something doing then do it yourself.”
“I was going to book my holiday with Briish Airways, but after using their site compared to yours it was hard work. Not easy to select transfers, flight information not clear, whereas yours was so easy I had booked my holiday wihin minutes.”
“Have visted New York just once before only stayed two days, not nearly enough time to see everything. My youngest Son has always wanted to visit New York from very young watching Home Alone 2. So this time we will be staying for longer and will visit all the places I missed out this will be a memorable holiday one my Son will always remember, thank you Virgin Holidays for making this possible.”
“Spoke with several other companies and also checked with other on line sites - Virgin offered the best deal overall. Having flown with Virgin before, I really wanted to do so again - therefore am delighted to be travelling with them and also happy to have the security of a Virgin rep in Orlando (which i hope i never have to use - no offence intended)”
“I have used Virgin Atlantic over 20 times, normal on flights "London to LA". The flights are always on time and the staff are nice enough but all too frequently the flights are understaffed. Another issue is that the plane used on the London to LA route is quite old and is nowhere near as nice as the Air New Zealand plane.”
“Having never booked through Virgin website before, I found this very easy with excellent step by step guide to follow. After reading about Las Vegas on your site I can't wait to get there.
This will be the first time I won't moan about the cost of Christmas, Fantastic Price for a top Hotel/ Casino
Thanks for being so helpful.”
“Booking with Virgin is so quick and easy.
All holiday details are very well documented.
We have just made our third consecutive summer booking and no doubt will be back for more.”
“Been looking at the holiday for a few days, and it seems in turn for doing this the price has increased. By nearly £100pp. i did some research and now realise this is a common thing that happens.... disappointing. I almost purchased with Thompson as price we a key factor when deciding which holiday. Virgin were lucky to keep my holiday because of this! Additionally, during the purchase pages it would have been helpful to have a "check details correct - same as passport". Again, a mistype is common, especially in the excitement of booking a holiday.... Fingers crossed the holiday is as good as i hope, and maybe will return to virgin for my summer holiday next year.”
“Booking was very easy and pleased everything was included, wanting to add some special requests in so will be on the phone to Virgin Holidays and I'm sure they will be efficient and helpful.”
