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Virgin Holidays = ruined wedding
AishaCooksey
Posts: 1 Newbie
Hi everyone,
I got 'married' in Cuba Varadero in Novemember 2015. I flew 17 of my close family and friends out with me to celebrate the occasion, all booking a 2 week stay in the same hotel (only 8 booked with virgin). Apart from the fact that we nearly missed out honeymoon due to Virgin failing to send the car that we had booked and paid for. I was aware that in the terms and conditions it stated that our marriage certificate may take up to 6 months to arrive and was to be directly posted to me in the UK as it needed to go from Varadero to the UK embassy in Havana to be verified.
I waited patiently, and as it approached the 6 month mark sent a few reminders. 6 months came and went - i sent daily emails to the dedicated wedding department asking where the certificate was. I explained that both my passport and driving license were due for renewal and i have 4 flights booked for August onwards in my married name and can currently not renew my passport.
I either did not get a response or if i did eventually it was to say ''we will look into this''.
After the 7 month mark, I followed Virgin's set complaints procedure and explained that no one was responding to my emails or telephone calls any more and i have absolutely no idea when my wedding certificate will arrive.
I had no response from this so escalated it to stage 2 - I was again making phone calls every other day to be told ''we are looking into this''.
To cut a VERY long story short. I have sent endless emails and sent a complaint - stage 3 to the MD office as per policy with STILL no answer.
I had to send over 10 emails simply stating 'my telephone call has not been returned' or my emails have not been responded to - all i was after was an update. We are now nearly into july and there is still no sign or any answer!
After the 10th email and 3 complaint letters i finally got a call back to explain that they do not know where my certificate is. I am left with the option of perhaps changing my name by deed poll? so that i can renew my passport at least.
However i asked the question ''was my marriage even registered with the UK embassy before the certificate was lost?'' - again they do not know the answer so another week has gone by with them trying to establish this.
If it was never registered - therefore it doesn't exist.
I spend every day either emailing or phoning them and i am no further than i was 8 months ago!
I was just wondering if anyone could offer any advice as to where i stand with this?? I do not feel listened to, it has not been resolved and the customer service i have received has been nothing short of a nightmare!
It has completely took the shine off what was a beautiful day and left me in the position whereby i dont even know if i am legally married?
Would i be entitled to any compensation? another wedding if it wasnt legal? I really dont know what to do as the only answer i ever receive is ''im looking into it''.
Any advice would be helpful!
I got 'married' in Cuba Varadero in Novemember 2015. I flew 17 of my close family and friends out with me to celebrate the occasion, all booking a 2 week stay in the same hotel (only 8 booked with virgin). Apart from the fact that we nearly missed out honeymoon due to Virgin failing to send the car that we had booked and paid for. I was aware that in the terms and conditions it stated that our marriage certificate may take up to 6 months to arrive and was to be directly posted to me in the UK as it needed to go from Varadero to the UK embassy in Havana to be verified.
I waited patiently, and as it approached the 6 month mark sent a few reminders. 6 months came and went - i sent daily emails to the dedicated wedding department asking where the certificate was. I explained that both my passport and driving license were due for renewal and i have 4 flights booked for August onwards in my married name and can currently not renew my passport.
I either did not get a response or if i did eventually it was to say ''we will look into this''.
After the 7 month mark, I followed Virgin's set complaints procedure and explained that no one was responding to my emails or telephone calls any more and i have absolutely no idea when my wedding certificate will arrive.
I had no response from this so escalated it to stage 2 - I was again making phone calls every other day to be told ''we are looking into this''.
To cut a VERY long story short. I have sent endless emails and sent a complaint - stage 3 to the MD office as per policy with STILL no answer.
I had to send over 10 emails simply stating 'my telephone call has not been returned' or my emails have not been responded to - all i was after was an update. We are now nearly into july and there is still no sign or any answer!
After the 10th email and 3 complaint letters i finally got a call back to explain that they do not know where my certificate is. I am left with the option of perhaps changing my name by deed poll? so that i can renew my passport at least.
However i asked the question ''was my marriage even registered with the UK embassy before the certificate was lost?'' - again they do not know the answer so another week has gone by with them trying to establish this.
If it was never registered - therefore it doesn't exist.
I spend every day either emailing or phoning them and i am no further than i was 8 months ago!
I was just wondering if anyone could offer any advice as to where i stand with this?? I do not feel listened to, it has not been resolved and the customer service i have received has been nothing short of a nightmare!
It has completely took the shine off what was a beautiful day and left me in the position whereby i dont even know if i am legally married?
Would i be entitled to any compensation? another wedding if it wasnt legal? I really dont know what to do as the only answer i ever receive is ''im looking into it''.
Any advice would be helpful!
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Comments
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You have 2 problems, deal with them seperately.
To solve the marriage/ new passport problem have a quick registry office wedding here.
To solve the holiday problem pursue Virgin holidays through their complaints procedure then ABTA then court.I'm a Forum Ambassador on the housing, mortgages & student money saving boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Forum Ambassadors are not moderators and don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com.0 -
Can you get in contact with the UK Embassy in Havana directly? I bet they will much more helpful.
My experience with Virgin customer services has been exactly what you've experienced, ie. appalling and I now refuse to have anything to do with the company after two very bad experiences.0 -
Please delete.Posts are not advice and must not be relied upon.0
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If there's no certificate, you're not married.The issue is that there may be one, just somewhere Virgin seems not to know!
If you went through the ceremony and signed the relevant paperwork, you're married.
The certificate is just a copy of the details held in the official register.0 -
You couldn't marry in the UK now without committing perjury .....
If the marriage met the legal requirements in Cuba, then you are married.0 -
Contact UK Embassy in Havana, they will be more helpful.
And congrats for the marriage.
Sorry to hear that you're going though this since getting married. It is all stress.0 -
As above contact the embassy. You couldn't legally marry here if you signed paperwork there.
I got married in corfu last year and got my certificate shortly after the ceremony. However they did say notification would be sent to the British embassy who would then register it in the UK for me so I would also contact your local registry office who can look on their system and may even be able to help you get a certificate?Lea
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