Need contact details for Virgin Holidays

Basil_2

We have just had the holiday from Hell in St Lucia with Virgin. I complained in the resort and filled in a complaints form but i now intend to take it as high up as I can.

I would appreciate any contact details - I have the generic address for complaints but I really want a name of someone high up in the complaints division ie: the MD or the Head of Customer Service. I wish I could get Richard Branson's email address as I am sure the photos I have taken of the resort would make him rethink his "everyone gets first class treatment" marketing campaign - ours was third world treatment!!!!

I am sooo unhappy about it, the holiday cost us thousands of pounds and was not up to the standard we expected for that price, our expectations were not unrealistic and this is a genuine complaint. I intend to take this as far as I can as a matter of principle and don't care how long it takes me or how much work is involved.

Any contact details or advice would be very much appreciated -please PM me if you don't want to post names or email addresses etc on the forum.

Thanks

Equaliser123

Basil wrote: »

We have just had the holiday from Hell in St Lucia with Virgin. I complained in the resort and filled in a complaints form but i now intend to take it as high up as I can.

I would appreciate any contact details - I have the generic address for complaints but I really want a name of someone high up in the complaints division ie: the MD or the Head of Customer Service. I wish I could get Richard Branson's email address as I am sure the photos I have taken of the resort would make him rethink his "everyone gets first class treatment" marketing campaign - ours was third world treatment!!!!

I am sooo unhappy about it, the holiday cost us thousands of pounds and was not up to the standard we expected for that price, our expectations were not unrealistic and this is a genuine complaint. I intend to take this as far as I can as a matter of principle and don't care how long it takes me or how much work is involved.

Any contact details or advice would be very much appreciated -please PM me if you don't want to post names or email addresses etc on the forum.

Thanks

From their website:

In the unlikely event that you have any reason to complain or experience any problems with your holiday arrangements whilst away, you must immediately inform our representative and the supplier of the service(s) in question and complete a report form whilst in resort. Most problems or complaints can be resolved while you are away, however if you remain dissatisfied, you must write to us within a reasonable period of time (we would suggest 28 days) of your return to the UK giving your booking reference and full details of your complaint. Your complaint should be in writing, to our Customer Relations Department at Virgin Holidays Limited, The Galleria, Station Road, Crawley, West Sussex, RH10 1WW, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.
If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst in resort and this may affect your rights under this contract.
What Happens To Complaints

We are a member of ABTA, membership number V2043. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. Further information on the code and arbitration can be found at www.abta.com
The arbitration scheme is arranged by ABTA and administered independently by IDRS, part of the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element.
The application for arbitration and Statement of Claim must be received by the IDRS within nine months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement.
For injury and illness claims, you may like to use the ABTA/Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com

Basil_2

Yeah thanks for that but I've already got the info you can get from the website and brochure - I was looking for a name or email address so that i can direct my complaint to someone specific.

Optimist

Amanda Wills is the MD but you are wasting your time. Go through the proper complaints process first.

Equaliser123

Basil wrote: »

Yeah thanks for that but I've already got the info you can get from the website and brochure - I was looking for a name or email address so that i can direct my complaint to someone specific.

Why would they be interested? There is a complaints procedure to be used.

Equaliser123

And an emphasis:

If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst in resort and this may affect your rights under this contract.