Virgin Holiday problem

Essexmum2010

Last April we booked a 2 week holiday to Florida for Christmas with Virgin Holidays and paid a deposit of £750, come September we realised we would have to change and so change the date and location (3 week fly-drive in California Aug 2015). At the time we were told we wouldn't be able to change the date again as they only allow one date change - fair enough. We were also told that we'd have to pay another deposit as their systems wouldn't cope with a deposit referral but that out original deposit would be transferred onto the remaining balance of the new holiday. My OH has just been made redundant and regardless of how quickly he can find a new job in the New Year, we would be unlikely to find the remaining balance before the its due (May 2015). So we rang today enquiring how much we'd get back if we cancelled and were told that we'd loose both sets of deposits. Fair enough if we loose one, but to loose both seems really unfair. We were never told that this was a possibility and I can't see anything about it in their T&C. Does anyone have any experience of this or know if they can legally do this? That £750 would come in very handy at this point in time

Thanks in advance for any help or advice.

delwynshd

Hello

I used to work for Virgin Holidays and as a gesture of goodwill they will let you transfer your first deposit to a new holiday in way of credit lets say.

They will not give you any deposit back unfortunately

Del

Essexmum2010

delwynshd wrote: »

Hello

I used to work for Virgin Holidays and as a gesture of goodwill they will let you transfer your first deposit to a new holiday in way of credit lets say.

They will not give you any deposit back unfortunately

Del

See we weren't informed at the time that we were paying a brand new deposit. Blaming it on a computer glitch seems a really sneaky underhand way of doing things. Anyway we could fight this?

Thanks you

joerugby

Have you approached your insurer? What did they say?

FBaby

Another instance of very poor customer service from Virgin. I made a pact with myself that I would never ever deal with them after they did something very similar with me and when I queried it by email reminding them of what they had promised on the phone, I was rended speechless by the rude response I received back.

Good luck fighting it with them and hope you get a better outcome than I did.