Virgin holidays shocking customer service

Janemartin

I booked with virgin a year ago to do 10 days in atlantic City and 4 days in New York. Three weeks ago, the hotel in atlantic City went bust. We had a lady rebook our hotel for us and it was over 400 pounds cheaper. We were told the refund off the difference would go into my bank in 4 days. I waited a week called virgin. The man advised we can't have a refund to our bank and a cheque was issued on 14th. I advised this was ok although unhappy that I was miss informed. I waited another 10 days and I was promised an email by the agent with a good will guesture. I never got the email but the next agent told me the cheque was posted in 15 th. Unsure who to believe I was the given a upgraded car hire and was told worth 100 pounds. It turned out the car hire was worth 37.50 and direct with the the hire company was only 20.00 pounds. I called again today to find out we're my cheque was. It had gone to the wrong address despite the 3 people I had recently spoken to asking me to confirm the address as part of data protection. The agent then told me I could have and should have had my refund directly to my bank. He had to cancel the cheque and got his supervisor to call me and advised I would get another goodwill. The supervisor called me. He told me the money would go into my bank in a few days. Later in the conversation I was told can take a further 2 weeks. I won't be getting any goodwill. He told me that I had had enough discount. When I asked what discount he said the 5 percent flying club. I advised everyone gets that. He then said I would have the best holiday with them. I advised I could have picked any company but choose virgin as I expected good service. Basically the 37.50 car hire upgrade is all he thinks I should have even though I never got my original callback, my cheque was sent to the wrong house which I only found out today and so far it's nearly 3 weeks and they still owe me money.

PeteDoff

The odd , in there might help.

fifeken

What's the question?

Alan_Bowen

Ten days in Atlantic City, what on earth are you going to do? The place is falling apart and closing down. If its not too late seriously reconsider your plans, the clue was in the bankruptcy of your hotel, one built only 2 years ago closes this month, the punters have deserted it and the tourist council are desperate.

blindman

Janemartin wrote: »

I booked with virgin a year ago to do 10 days in atlantic City :eek: :eek: and 4 days in New York.

Surely that's the wrong way around?

and so far it's nearly 3 weeks and they still owe me money.

Next time DIY such a simple trip :cool:

Not the TA's fault the hotel went bust. Though obviously a quicker refund would be better.

Janemartin

There was no question I was sharing my experience.

As for not being Virgins fault that the hotel went bust that was never stated. I understand theses things happen it's the service receiving the refund that I'm upset about wouldn't you be?


As for the town being deserted due to the hotel being bankrupt who knows till I actually get there? Unless you have been recently. The whole reason for going to Atlantic City is that is is quieter than Vegas and this is my third trip. There's plenty to do, plenty malls, a light house, Philadelphia is close by.


As for a DIY trip I did a DIY trip last time but thankfully I didn't this time with the hotel going bankrupt I'm unsure if I would have got my money back.

Hotels have gone bankrupt before some hotels in Vegas didn't even get finished but I'm sure that doesn't stop people going.

fifeken

Janemartin wrote: »

There was no question I was sharing my experience.

Should be here:

http://forums.moneysavingexpert.com/forumdisplay.php?f=82

Alan_Bowen

I believe by the end of this month 3 of the 11 major hotels will have closed. the problem is the neighbouring States allowed gambling anywhere in the state and this ruined Atlantic City. They didn't see it coming and the hotels didn't change their operations. The rail service from New York closed 2 years ago, it has been described as 'Blackpool in December' I would suggest you have a read of this http://www.msnbc.com/msnbc/chris-christie-atlantic-city-problem which was published a few hours ago

Janemartin

I'm already aware that Atlantic city is struggling and hilton sold a small hotel at the top end away from it all which was run down and the new owners closed it in January. The Revel were I was going to stay was too big and upmarket and struggled from the start. The show boat again away from it all closed because Harrahs group have 2 lovely hotels that they want to keep going so they closed the older hotel. The trump plaza had not been modernised since the 80s so was also struggling. I tend to stay in he middle and don't need to go to the other 9 hotels as one casino is the same as another. Maybe it's is a bit quieter this year but I don't see why that would stop me enjoying myself as I've loads of places to visit nearby and got a bargain if I could just get my refund money back!

FBaby

I experienced very bad service from Virgin two years ago. Planned to go on a cruise and checked prices directly with the cruise company. Then was informed through work that Virgin offer a 5% discount when booking through them for employees of my company. So contacted them, and they quote about 10% more than booking directly with the cruise company (which can be easily done online). Told them so and that I wasn't only going through them because of the discount. They were then very quick to say that would match the direct price, making it sound like they were doing me a favour!

After spending more than 40 minutes on the phone (when could have booked directly online in 10 minutes) and told the price, I reminded her about the 5% discount. She became very cagey, said she didn't know anything about it, despite saying it was mentioned on the company website, so she asked me to email her a link with the details.

I did right away and heard nothing back. Emailed her again a week later to remind her of our conversation, still nothing. I sent a third email saying I would appreciate a response and got the rudest email back, saying that despite what the website said, she had never agreed to the additional 5% and implied that I was being greedy when she had already agreed to lower the price.

No need to say that I have never and will never again book anything via Virgin (and that includes ALL their services!).

Westin

@janemartin, firstly I hope you have this sorted now.

I'm just ending my four night stay in Atlantic City today. I stayed at Caesars but walked along the Boardwalk to Revel and past Showboat. Very sad to see both closed and boarded up. Whilst I was there it was however announced that the Revel has been bought by a Palm Beach based business man so I hope it might reopen next year.

The old and very tired Trump Plaza closes this coming Tuesday and announced during my stay was the planned closure of the Trump Taj Mahal.

We found out when that property taxes have apparently increased +29% in two years which has driven many hotel and casino operators to take this action. The two Trump Entertainment hotels being in bankruptcy for the third time in 10 years.

All the negatives aside, Atlantic City was busy. It is the Miss America final tonight and all week various relative activities have been taking place.

The shopping at Tanger Outlets was great and there is no sale tax on clothes and shoes - so my case home will be fuller than expected!

When there do explore outside Atlantic City, we had a great day on Saturday visiting some of the local vineyards and enjoyed sampling (in some cases) some fairly nice wines.

Enjoy Atlantic City!