How to complain about virgin cruises C/S dept

Emma1a

Hi all,

Hoping someone can point me in the right direction. My family and I had booked and paid fully for a Florida stay and Carribean cruise through Virgin holidays. Unfortunately my husband's health (who had a pre-existing liver condition known as PSC) declined 3 months before we were due to travel resulting in him bring placed on the liver transplant list. As a result we were unable to go on holiday and consequently lost the deposit which was about £2000. We never wanted to loose our holiday and virgin said that they are unable to move a booking by more than 6 months. I have wrote to them several times to find out why in light of exceptional circumstances that they could not move the holiday by a year in which case we would not have had to cancel, however they have failed to reply. I know it is too late to save our holiday, but believe the least they can do is to explain why they have chosen to be so inflexible. If anyone knows who or what department I could contact above the main customer services department I would be extremely grateful to hear from you.

Thanks

Incapuppy

You probably won't want to hear this but surely this is exactly what travel insurance is for?

Can you not claim on that and then re-book?

vicki+1

I very much doubt that travel insurance would cover a pre existing medical condition.

Incapuppy

vicki+1 wrote: »

I very much doubt that travel insurance would cover a pre existing medical condition.

Providing it is declared and any extra premium paid there aren't that many conditions that won't be covered by some company or other.

Caz3121

If you declared the condition and were covered for pre-existing you should be covered less any excess. Have you spoken to your insurance?

mynameistallulah

Emma1a wrote: »

I know it is too late to save our holiday, but believe the least they can do is to explain why they have chosen to be so inflexible.

Everyone that needs to cancel their holiday will see their circumstances as extraordinary, if they make an exception for you they would have to do so for everybody.